1. Welcome to BLCK

Thank you for partnering with BLCK, the next generation of live commerce. Our platform delivers an exceptional customer experience through seamless integration of entertainment and shopping across multiple streaming platforms.

Your Role: As a BLCK vendor partner, you are critical to our success. This guide outlines the standards that ensure consistency, protect our brand, and deliver premium customer experiences with every shipment.

Core Vendor Principles

• Speed: Fast turnaround times keep customers satisfied
• Accuracy: Correct products, labels, and documentation every time
• Quality: Professional packaging that reflects BLCK's premium brand
• Communication: Proactive updates on any issues or delays
• Compliance: Adherence to all BLCK policies and standards

2. Order Turnaround Requirements

What Is Order Turnaround Time (OTT)?

Order Turnaround Time is the total time between when BLCK sends an order to you and when you ship it with a valid tracking number. This ensures fast delivery and predictable operations.

Standard Requirements

Definition of "Shipped"

An order is considered shipped when:

• It has been handed off to the carrier AND
• A valid, scannable tracking number has been uploaded to BLCK's system

Same-Day Shipping (When Applicable)

For high-volume, regularly stocked SKUs, BLCK may require:

• Same-day shipping for orders received before 12:00 PM local time
• This will be specified during your onboarding if applicable

Weekend & Holiday Handling

• Orders received after business hours, weekends, or holidays are counted as received the next business day
• Plan inventory and staffing to avoid delays after long weekends or holiday peaks

Category Exceptions

Some product categories may have longer allowable OTT:

• Personalized or custom-made items: 3-5 business days
• Oversized or freight products: 2-3 business days
• Items requiring special handling: As agreed in writing

All exceptions must be approved by BLCK in writing.

Late Shipment Consequences

Best Practices for Meeting OTT

• ✅ Maintain adequate inventory on committed SKUs
• ✅ Pre-pack items where appropriate
• ✅ Automate label printing and tracking uploads
• ✅ Proactively notify BLCK of delays (weather, supply issues, carrier disruptions)
• ✅ Use reliable, approved carriers with predictable pickup schedules

Why Turnaround Time Matters

Consistent OTT performance helps BLCK:

• Deliver a premium customer experience
• Maintain reliable live-commerce operations
• Reduce cancellations and customer service tickets
• Improve your vendor scorecard and future opportunities

3. Accepted Carriers & Service Levels

BLCK requires all vendors to ship using reliable, trackable services that meet our delivery speed expectations.

Accepted Carriers (Domestic U.S.)

🚚 USPS (United States Postal Service)

Approved Services:

• USPS Ground Advantage – Standard small-package option
• USPS Priority Mail – Faster delivery, 1-3 days
• USPS Priority Mail Express – Premium overnight service (only when required)

Best For: Lightweight items under 1 lb

📦 UPS (United Parcel Service)

Approved Services:

• UPS Ground – Preferred for heavier or larger items
• UPS 3 Day Select
• UPS 2nd Day Air
• UPS Next Day Air – Only if BLCK campaigns require it

Best For: Mid-weight items (1-20 lbs) and oversized goods

🚛 FedEx

Approved Services:

• FedEx Ground / Home Delivery
• FedEx Express Saver (3-Day)
• FedEx 2Day
• FedEx Standard Overnight / Priority Overnight – If needed for premium shipments

Best For: Mid-weight items and time-sensitive deliveries

Other Carriers (Case-by-Case Approval)

• DHL eCommerce
• DHL Express (International shipments only)
• Regional carriers (LaserShip, OnTrac) – Require written approval from BLCK

Standard Service Levels Required

BLCK expects service levels that provide:

Preferred Carrier Usage by Category

Signature Requirements

Signature confirmation is required when:

• BLCK specifies it for high-value items
• Items exceed a certain price threshold (specified per campaign)

International Shipping

If applicable, we support:

• DHL Express
• UPS Worldwide Expedited
• FedEx International Economy

All international shipments must comply with:

• Duties and customs paperwork
• BLCK international labeling requirements
• Country-specific regulations

4. Packaging Standards

Professional packaging protects products during transit and reflects BLCK's premium brand.

General Requirements

Prohibited Items in Packages

BLCK-Approved Inserts Only

The only inserts allowed in packages are:

• BLCK-branded thank you cards (if provided)
• BLCK product information sheets
• Warranty cards for the specific product
• Required safety documentation

Special Handling Categories

Fragile Items

• Clearly mark "FRAGILE" on all sides
• Use double-boxing for extra protection
• Include "THIS SIDE UP" arrows if applicable

Hazardous Materials

• Follow all DOT and carrier regulations
• Include required hazmat labels and documentation
• Notify BLCK of any hazmat products during onboarding

Oversized Items

• Use pallet shipping when appropriate
• Band or shrink-wrap securely
• Include lift-gate service if needed

5. Labeling Requirements

Clear, accurate labels are essential for efficient delivery and returns processing.

Shipping Label Requirements

✅ All parcels must include:

• Clear, scannable barcode
• Complete delivery address
• Valid tracking number
• BLCK-specified return address (provided during onboarding)
• Carrier logo and service type

Return Address Format

BLCK Returns
[Your Vendor Code]
[Address Line 1]
[Address Line 2]
[City, State ZIP]

Special Labeling

Hazardous Goods

• Include all required DOT hazmat labels
• Proper orientation arrows
• UN identification numbers

Oversized Items

• "HEAVY" or "TEAM LIFT" labels when applicable
• Multiple tracking labels on large items

Fragile Products

• "FRAGILE" labels on all sides
• "THIS SIDE UP" arrows
• "HANDLE WITH CARE" stickers

Label Placement

• Shipping label on largest flat surface
• Do not cover barcodes, seams, or edges
• Ensure label is flat and completely adhered
• Remove or cover any old shipping labels

6. Packing Slips & Documentation

Professional documentation ensures smooth delivery and returns processing.

Packing Slip Requirements

Required Information on Packing Slip:

• Order number
• Customer name (first name only for privacy)
• Product descriptions
• Quantity of each item
• Order date

Prohibited on Packing Slip:

Packing Slip Format

BLCK will provide you with:

• A packing slip template
• Integration specifications for automated printing
• Format requirements for manual printing

Documentation for Special Products

Warranty Information

• Include manufacturer warranty cards when applicable
• Provide product registration instructions if needed

Assembly Instructions

• Include clear, complete assembly guides
• Provide hardware and tools lists
• Offer customer support contact (BLCK's, not vendor's)

Safety Documentation

• Include required warnings and safety information
• Provide MSDS sheets for hazardous materials
• Ensure compliance with CPSC regulations for children's products

7. Tracking & ASN Requirements

Real-time tracking updates are critical for BLCK operations and customer satisfaction.

Tracking Number Upload

Required Tracking Information:

• Carrier name
• Service level
• Tracking number
• Ship date and time
• Number of packages (for multi-box shipments)
• Weight and dimensions

Advanced Shipping Notice (ASN)

For vendors shipping high volumes, BLCK may require ASN integration:

ASN Must Include:

• Order number
• SKUs and quantities
• Tracking numbers
• Expected delivery date
• Carrier and service level

Tracking Best Practices

• ✅ Ship orders in the sequence received
• ✅ Upload tracking immediately after carrier pickup
• ✅ Verify tracking numbers are valid before uploading
• ✅ Update BLCK if tracking shows delivery exceptions
• ✅ Maintain tracking records for at least 12 months

Delivery Confirmation

• Tracking must show "Delivered" status
• If delivery fails, notify BLCK within 24 hours
• Provide proof of delivery when requested
• Investigate delivery issues promptly

8. Performance Metrics

BLCK tracks vendor performance to ensure consistent quality and reliability.

Key Performance Indicators (KPIs)

Vendor Scorecard

BLCK provides monthly scorecards showing:

• Your performance across all KPIs
• Comparison to BLCK standards
• Areas for improvement
• Recognition for excellence

Performance Tiers

9. Vendor Support

BLCK is committed to your success. We provide comprehensive support to help you meet our standards.

Onboarding & Training

When you join BLCK, you receive:

• Personalized onboarding session
• Access to vendor portal and tools
• Training on systems and processes
• Direct contact with your account manager

Ongoing Support Channels

📧 Email Support

support@blck.com

• Response within 24 business hours
• For general questions and documentation
• For urgent issues requiring immediate attention

💬 Vendor Portal

• Real-time order status
• Performance dashboards
• Documentation library
• Submit support tickets

👤 Account Manager

• Dedicated contact for strategic vendors
• Quarterly business reviews
• Campaign planning and optimization
• Performance coaching

Resources Available

• ✅ Video tutorials on packaging and shipping
• ✅ Downloadable label templates
• ✅ Packing slip generators
• ✅ Carrier integration guides
• ✅ Best practices library
• ✅ FAQ database

10. Compliance & Penalties

BLCK maintains high standards to protect our brand and customers. Non-compliance has consequences.

Violation Categories

Minor Violations

Examples:

• Occasional late shipment (1-2 per month)
• Missing tracking upload (corrected within 24 hours)
• Minor packaging issues

Consequences:

• Verbal or written warning
• Required corrective action plan
• Monitoring for 30 days

Moderate Violations

Examples:

• Consistent late shipments (3+ per month)
• Incorrect or invalid tracking numbers
• Using non-approved carriers
• Vendor branding on packages without approval

Consequences:

• Written warning and performance improvement plan
• Potential chargebacks for customer complaints
• Removal from specific campaigns
• 60-day probationary period

Severe Violations

Examples:

• Shipping wrong products repeatedly
• Dangerous packaging causing injuries
• Refusing to correct issues
• Fraudulent tracking or documentation
• Violating customer privacy

Chargeback Policy

BLCK may issue chargebacks for:

• Customer returns due to vendor error
• Damaged products due to poor packaging
• Late shipments causing customer complaints
• Invalid or missing tracking numbers

Chargeback amounts: Product cost + shipping cost + $15 processing fee

Suspension & Termination

BLCK reserves the right to:

• Suspend your account immediately for severe violations
• Terminate the vendor agreement with 30 days notice for repeated issues
• Withhold payment for unfulfilled orders

Appeal Process

If you believe a violation or penalty was issued in error:

1. Submit a written appeal within 5 business days
2. Include supporting documentation
3. BLCK will review and respond within 10 business days
4. Decision of BLCK management is final