RTTMALL Alcoholic Beverage Independent Site Track Order Track Order Policy

1. Scope of Application

This Track Order Policy (hereinafter referred to as the “Policy”) applies solely to all orders of alcoholic beverages and related products submitted by users on the RTTMALL Alcoholic Beverage Independent Site (website address: https://grocery.rttmall.com/ , hereinafter referred to as the “Site”), covering the full – process tracking service from successful successful order payment to the receipt of goods. Any user who places an order through the Site shall be deemed to have fully read, understood and agreed to all provisions of this Policy.

2. Conditions and Timeliness for Order Tracking Activation

  1. Tracking Activation Node: After the user completes the order payment and the system confirms that the payment has been received, the order enters the “Pending Shipment” status, and tracking is not supported at this time. When the warehouse finishes packing and shipping the goods and generates a delivery tracking number, the order status will be updated to “Shipped”, and the system will automatically activate the order tracking function, allowing users to query the logistics progress in real – time.
  2. Information Update Timeliness:
    • The Site’s cooperative logistics providers will synchronize logistics node information (such as “Picked Up”, “In Transit”, “Arrived at Sorting Center”, “Out for Delivery”, etc.) every 4 – 8 hours. The information queried by users may have a slight delay (no more than 12 hours), which is a normal situation.
    • In case of logistics peak periods (such as holidays, promotional activities) or deliveries to remote areas, the information update may be delayed to 12 – 24 hours. The Site will inform users in advance on the official website announcement board.

3. Methods for Order Tracking Operation

(I) Self – service Query on the Official Website (Recommended)

  1. Visit the homepage of the Site, click “My Account” in the upper right corner, and log in with your account and password (unregistered users can log in through “Guest Order Query” by entering the mobile phone number and order number filled in when placing the order);
  2. Enter the “My Orders” page, find the order to be tracked, and click the “Track Logistics” button on the right side of the order card;
  3. After jumping to the logistics tracking details page, you can view the current transportation status of the goods, their location, the estimated delivery time, and the historical logistics node records (including time, location, and operation instructions).

(II) Query on the Logistics Provider’s Platform

  1. On the “My Orders – Track Logistics” page, find the “Delivery Tracking Number” and “Cooperative Logistics Provider Name” displayed by the system (such as local mainstream logistics companies like TTCargo, Trinidad Express Couriers, etc.);
  2. Copy the delivery tracking number, open the official website or APP of the corresponding logistics provider, paste the number in the “Logistics Query” entry and submit, and you can view the logistics information synchronized with the Site (some logistics providers support bilingual queries in English and Spanish).

(III) Customer Service Assisted Query

If users cannot query by themselves due to operational inconvenience, abnormal information loading, etc., they can contact customer service for assistance through the following ways:
  • Customer service email: [email protected] (you need to provide the order number and the mobile phone number used when placing the order, and the customer service will reply with logistics details within 24 hours);
  • Customer service phone: +1 – XXX – XXXX – XXXX (working hours: Monday to Saturday 9:00 – 18:00, excluding legal holidays);
  • Online customer service on the website: click the “Online Consultation” icon in the lower right corner of the homepage for real – time communication (you may need to queue during peak hours, and the queuing time will not exceed 30 minutes).

4. Interpretation of Tracking Information

To help users accurately understand the logistics status, the following is an explanation of the meanings of common tracking information:
Logistics Status Specific Meaning Suggestions for Subsequent Operations
Pending Shipment The order has been paid, but the goods have not been packed and shipped from the warehouse No operation is needed, just wait for the warehouse to process (usually 1 – 2 working days)
Shipped / Logistics Picked Up The goods have been packed, and the logistics provider has picked them up You can start tracking the logistics and pay attention to the subsequent transportation nodes
In Transit The goods are being transported from the sorting center to the destination delivery station No operation is needed, and the system will automatically update the information of the next node
Arrived at Local Delivery Station The goods have arrived at the delivery station in the user’s area and are waiting to be scheduled for delivery Keep the mobile phone number used when placing the order unblocked and wait for the delivery staff to contact you
Out for Delivery The delivery staff has set off and is on the way to the delivery address Prepare your valid ID (such as ID card, passport) for easy receipt
Delivered The goods have been signed for by the user or an authorized recipient It is recommended to check the goods on the spot and complete the order closing after confirming that there are no problems
Delivery Exception Delivery is suspended due to reasons such as ambiguous address, inability to contact the recipient, damaged goods, etc. Contact customer service or the logistics provider immediately to verify the problem and assist in solving it

5. Rules for Handling Tracking Abnormalities

  1. Information Loading Failure / Blank Page: If the page shows a blank or prompts “Information Not Synchronized” after the user clicks “Track Logistics”, you can first try to refresh the page, change the browser (Chrome, Safari are recommended) or clear the cache. If it still doesn’t work, you need to contact customer service to confirm whether it is a delay in data synchronization by the logistics provider, and the customer service will coordinate with the logistics provider to handle it with priority.
  2. Logistics Status Not Updated for a Long Time: If the logistics status has not changed for more than 24 hours (such as “In Transit” for more than 48 hours, “Arrived at Delivery Station” but not delivered for more than 24 hours), users can apply for customer service intervention:
    • The customer service will contact the logistics provider within 12 hours to inquire about the reason for the stagnation (such as traffic delay, sorting omission, etc.);
    • If it is the responsibility of the logistics provider, the Site will urge them to speed up the processing and synchronize the solution to the user (such as expedited delivery, re – sending the goods, etc.);
    • If the stagnation is caused by the user’s wrong address, the user needs to modify the correct address, and then the logistics provider will rearrange the delivery (additional delivery fees may be incurred, which shall be borne by the user).
  3. Showing “Delivered” but Goods Not Received: In such cases, users should first confirm whether the goods were received by family members, neighbors or community property on their behalf. If no one received them, users need to contact customer service within 24 hours after 发现 the abnormality, provide the order number and logistics screenshots. The Site will work with the logistics provider to investigate the delivery records (such as the recipient’s information, delivery photos) and give results within 48 hours:
    • If it is a wrong delivery by the logistics provider, re – delivery will be arranged, and the resulting costs will be borne by the logistics provider;
    • If the goods are lost, the “Handling Rules for Lost Goods” in the “Shipping Policy” shall be implemented (free re – shipment or full refund).

6. Modification and Update of the Policy

  1. The Site reserves the right to modify this Track Order Policy according to changes in logistics provider cooperation, technological upgrades or changes in user needs. The modified policy will be published in the “Policy Announcement” section on the homepage of the Site and will automatically take effect 7 days after the date of publication.
  2. If users continue to use the Site’s order tracking service after the policy update, it shall be deemed that they agree to the modified terms. If they do not agree, they can stop using the tracking function and contact customer service to obtain manual logistics information support.

7. Other Instructions

  1. The Site only provides logistics information display services. The specific operations in the logistics transportation link (such as adjustment of delivery time, route change) are the responsibility of the cooperative logistics providers. If users have objections to the delivery service (such as problems with the attitude of delivery staff), they can directly complain to the logistics provider, and the Site will assist in communication and coordination.
  2. For “scheduled delivery” orders (if this service is launched later), the tracking policy will additionally add the “reservation delivery time query” function, and the specific operation shall be subject to the terms updated at that time.