Shipping & Delivery Policy

1. How content is delivered

• Creamatch is a content service. Scripts, videos and post drafts are delivered digitally, in your client portal.
• Creators upload their videos straight to Creamatch. You review them in the portal and download approved videos from your campaign's Content tab.
• When creators post on their own accounts, they add the live post link to the campaign so you can see it and its results.
• Each campaign has its own dates for drafts and posting, shown in the portal. We do not promise a fixed delivery time: it depends on the creators, your product shipping and how quickly reviews come back.

2. Sending products to creators

• On product campaigns, the brand ships the product to each selected creator and pays the shipping cost.
• You see each creator's delivery address in the Logistics tab once they have confirmed their place on the campaign. Use it only to ship the campaign product.
• Add the courier and tracking number in the Logistics tab, one by one or as a pasted or uploaded list. The creator is told the parcel is on its way.
• The creator confirms in the app when the product arrives. While they wait for it, their draft deadline is normally paused.
• On TikTok Shop sample campaigns there is nothing to ship: the creator requests the free sample in TikTok Shop and you approve it there.

3. Delays, lost and returned parcels

• We follow courier tracking. If a parcel is returned to the sender or refused, we tell you, the creator and our team.
• Creamatch is not responsible for delays, loss or damage caused by the courier. Talk to your courier first; we will help with the campaign side, such as moving dates or replacing a creator.

4. If a creator leaves after receiving the product

If a creator is removed from a campaign while holding your product, we ask them to post it back within 7 days. If they do not, our team can charge its value against their unpaid Creamatch earnings, or close the case. You see the status in the Logistics tab.

5. Onsite campaigns

On onsite campaigns creators visit your venue on the agreed date instead of receiving a parcel. The visit date and address are shown on the campaign.

6. Contact

Questions about a delivery or a parcel? Message us in the campaign chat or by email.