Products

What products can I sell on Newegg.ca Marketplace?

All available product categories are listed on the seller commission page. Currently, all products selling on www.newegg.ca must be listed with price in Canadian Dollar. If you would like to request a specific category not listed above please email [email protected].

How to copy your items from Newegg.com (US) to Newegg.ca (Canada)?

If you have already listed your products through Newegg Marketplace on www.newegg.com, you can list the same product listings to www.newegg.ca by following the steps here.

Are there promotional opportunities for Marketplace sellers?

Yes. Our promotional vehicles provide opportunities to help sellers drive sales, provided they meet our criteria. Our Merchandising Team works closely with our sellers to develop a structured plan, which identifies and targets successful marketing vehicles for optimal performance.

Payment

How and when do I get paid?

Merchants are paid every Wednesday on a Net 15 term for all orders that shipped in the Newegg system. Funds are deposited directly into your specified account once a week via ACH transfers, so you will typically receive payment between 15-21 days. Payment details will be emailed to you weekly, and you can also access each settlement under your Seller Portal Account.

For Paypal Users: You may select to enable Paypal as a supplement payment option to receive up to Canadian dollar equivalent to USD $10,000 of Newegg settlement to your account for each pay period. Any remaining balance over Canadian dollar equivalent to USD $10,000 on the settlement for the pay period will be paid via ACH to your bank account.

Why am I not receiving payments for my recent orders?

Below are several reasons why you may not be receiving payment:

  • The account holder name we have on file for your bank records may be incorrect, please double check in the Seller Portal.
  • The bank account information you have entered may be incorrect or outdated. In order to receive payment from Newegg Canada, transit (branch) number, financial institution number, bank name and bank account number are required. Please double check this information and update it with any changes to process your ACH payments.
  • Payments are issued to sellers who have accumulated $25 CAD or more in sales ($100 CAD or more in sales for international sellers). Payment will be held until your sales reach this threshold.

Do I receive payment settlements?

We will email you a statement every time we pay you. You also have access to download statement by logging in to the Seller Portal.

Follow these directions:

  1. On the navigation bar, click on “Business Report” and then on “Payment Reports“.
  2. Click on “Settlements” -> “Search” and then click on the “View Transactions” link for the settlement you wish to review.
  3. You will be prompted to the Transaction Detail page. From this page, click on the “Export All” button on the bottom right corner. You will be prompted to save the file; once saved, you can open the file to review your payments in Microsoft Excel.

Sales Tax

How GST, PST, HST or Environmental Handling Fee (EHF) is collected on Marketplace orders?

Marketplace Sellers are responsible to set up how the tax is collected on their orders.

Depending on customer’s shipping address and which province or territory the order is shipped to, Newegg Canada will collect GST, PST/QST or HST according to laws and regulations from relevant Federal or/and Provincial tax authorities.

 

  • For Canada based seller who operates business and order fulfillment center within Canada, Newegg Canada will collect GST, PST/QST, or HST based on the registration numbers provided in Seller Portal for customer orders placed on Newegg Canada website depending on which province or territory the order is shipped to. Newegg will then remit all taxes collected from customer orders to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit all taxes to appropriate tax authorities.

 

  • For Non-Canada based sellers who operates order fulfillment center within Canada, seller is required to provide Federal and Province Registration Numbers in Seller Portal and follow the same sales tax collection and remittance guidelines as seller who operates business and order fulfillment center within Canada stated above.

 

  • For Non-Canada based seller who operates both business and order fulfillment center outside of Canada, Newegg Canada will not collect GST, PST/QST, or HST for customer orders placed on Newegg Canada if Federal and Province Registration Numbers are not provided in Seller Portal.

 

  • Environmental Handling Fee (EHF) Collection:

Newegg will collect Environmental Handling Fee (EHF) which includes Battery Recycling Fee, Tire Recycling Fee, Environmental Recycling Fee, and Eco Fee for applicable product purchased by customer on Newegg Canada website based on Federal and Province Registration Numbers seller provided in Seller Portal. Newegg will then remit all Environmental Handling Fee (EHF) collected to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit Environmental Handling Fee (EHF) to appropriate Canadian Government Authorities.

If Federal and Province Registration Numbers are not provided in Seller Portal, Newegg Canada will still collect Environmental Handling Fee (EHF) for applicable product purchased by customer and Newegg Canada will be responsible to remit Environmental Handling Fee (EHF) to appropriate Canadian Government Authorities

What is a customer contacts me regarding sales tax or Environmental Handling Fee (EHF)?

Please advise the customer to contact our support team by emailing [email protected]. We will be glad to address all questions and concerns.

I am a seller using SBN service. How does this status affect my tax setting?

For any Shipped by Newegg (SBN) order, Newegg Canada will collect GST, PST/QST, or HST based on Federal and Province Registration Numbers seller provided in Seller Portal depending on which province or territory the order is shipped to. Newegg will then remit all taxes collected to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit all taxes to appropriate tax authorities.

For Non-Canada based seller, Newegg Canada will not collect any GST, PST/QST, or HST if Federal and Province Registration Numbers are not provided in Seller Portal.

Seller Account Settings

My seller account status is showing as inactive. How do I get it activated?

Your seller account may be inactive because it was recently created. As part of our quality assurance procedure, we ask sellers to begin the process by uploading product under their Seller Portal. Once a few products have been uploaded, we will review your listings and help correct any potential mishaps in the process.

This quality assurance procedure has effectively helped many sellers start off on the right foot and helps produce more sales. Once you have created your items, they will appear as inactive until your seller account has been activated. Our Category Manager will verify your items and then activate your account so that you can begin selling in our Marketplace platform.

If you have any questions, you may contact our support team at [email protected]

Refunds and Returns

How to handle customer returns?

There are two options for seller to handle customer returns. On orders fulfilled by seller, seller can

  1. setup their own return address through Seller Portal if seller has a commercial address within Canada and seller is able to physically process the customer returns at the address within 48 hours after the return packages arriving at the address. Seller is not allowed to setup address outside of Canada for customer return purposes. For more details how to setup the return address through seller portal, please check out our seller portal guide by click the “?” on the top right corner once log into your seller portal account.
  2. elect to use Newegg Return Services through which Newegg will help seller to process customer returns on the Newegg orders seller ships out. To use Newegg Return Service, please contact our support team at [email protected]

What is the difference between a courtesy refund and an RMA refund?

  • A courtesy refund is used when you want to issue a partial refund back to the customer.
  • An RMA refund is used when you are requiring our customer to return the merchandise back to you.

Please see our RMA Processing Guide in the help section located on the top right side of our Seller Portal for more information.

Please Note: A courtesy refund does not refund commission Newegg.ca has collected and it does not refund Sales Tax (if applicable) back to the customer. Full RMA refunds accepted by you as a Seller will result in a refund of the commission Newegg.ca has collected back to you.

Newegg Marketplace Guarantee

What is the Newegg Marketplace Guarantee?

Newegg Marketplace Buyers can be confident they will receive the same level of customer service they’ve come to expect from Newegg when purchasing from Marketplace Sellers. With that in mind, we offer the Newegg Marketplace Guarantee for purchases made from our third-party Sellers. With the Newegg Marketplace Guarantee, if a Buyer meets the requirements below, they may be eligible for reimbursement of the purchase price of any item they purchase from a Newegg Marketplace Seller. 

To be eligible for the Marketplace Guarantee for an item ordered from a Marketplace Seller, Buyers must meet all of the following requirements:

  1. The item was:
    (a) never received by the Buyer or
    (b) received by the Buyer but is damaged, defective, or materially different from what was displayed on the Newegg.com website by that seller or
    (c) received by the Buyer and eligible for a return.
  2. If the item was damaged, the Buyer notified the seller within 15 days after receiving the item.
  3. If the item is eligible for a return and the Buyer filed a Return Request according to the return procedures.
  4. Buyer returned an eligible item according to the return policy, including all parts in their original condition to the Seller and following the Seller’s applicable return policy and procedures.
  5. The Seller did not refund the amount the Buyer paid for the item (net of any reasonable restocking charge imposed by the Seller and original shipping cost when appropriate).

 

We at Newegg will do our best to approve or deny any request under the Newegg Marketplace Guarantee within 1 or 2 weeks. Processing of requests may be shorter or longer depending on the complexity of the request and the volume of requests received.

What is the Marketplace Seller responsible for?

Marketplace Sellers are responsible for managing and supporting Buyer orders, including shipping and handling, customer service, exchanges, and returns. If Marketplace Buyers have questions about a product purchased from a Marketplace Seller or a problem with a Marketplace order, the Buyer should contact the Seller directly. If the Buyer cannot resolve the issue with the Seller, Newegg Marketplace Customer Service is available to help resolve issues according to the Newegg Marketplace Guarantee.

When can a Buyer submit a Marketplace Guarantee Return Request?

  1. The Seller failed to deliver the item past the maximum estimated delivery date.
  2. The item was not shipped, nor was a refund issued.
  3. The item was lost in transit, and the Seller could not provide proof of delivery.
    *Note for Sellers*Resolve an “item not received” Return Request by providing the proof of delivery
  4. The item arrived but is damaged, defective, or materially different from what was described on the Newegg.com website.
  5. Invalid tracking number(s) provided to the Buyer.
  6. The Seller’s failure to respond to the Buyer’s email in 2 business days.
  7. Item is eligible for a return, and the Seller failed to respond adequately to the Buyer’s Return Request.
  8. The item was returned to the Seller; however, the return was not processed.
  9. The Seller agreed to refund the Buyer but never completed the refund.
  10. The item had a warranty listed at the time of purchase, but the manufacturer had denied the advertised warranty.

How do I know when a Return Request has been submitted and monitor the status of a Return Request?

For every Return Request, you will receive an email notification with details. You can also review the request details at Seller Portal > Order > Return List. We encourage you to regularly check your Seller account to be sure you’re aware of all Marketplace Guarantee Return Requests filed against you.

What happens after the Buyer submits a Marketplace Guarantee Return Request?

For each Return Request, the Seller has 5 business days to work with the Buyer to resolve any issues. After that window, the system will automatically process the Return Request for the Buyer.

 

Buyers may submit a Return Request under three main classifications:

  1. Return Reason: Item Not Received
  2. Return Reason: Damaged Item
  3. Return Reason: All Other Causes

Return Reason: Item Not Received –

For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active.

 

The Seller has four options:

  1. Process the refund. This completes the Return Request.
  2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
  3. Provide shipping label. The seller can either use a Newegg Shipping label or their own for the customer to return the damaged product. Once received, the seller can process the refund or replacement and the Return Request will be closed.
  4. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

Return Reason: Damaged Item –

For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active.

 

The Seller has three options:

  1. Process the refund. This completes the Return Request.
  2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
  3. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

Return Reason: All Other Causes

For this classification, the Buyer will select on the Newegg website if they desire a refund or replacement and choose whether they want to use a Newegg Shipping Label or their own label.

 

The Seller has three options:

  1. Process the refund. This completes the Return Request.
  2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
  3. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

How do I resolve a Marketplace Guarantee Return Request that was opened?

To resolve a Return Request, simply visit Seller Portal > Order > Return List and locate the open Return Request. A Seller has the option to immediately resolve the Return Request by processing a return or appealing the request. If no appeal or action is taken by the Seller, a return will automatically process after 5 business days.

What do I do if my Buyer won’t return the item for which they filed a Return Request?

Newegg does not require that Buyers return the item they received once reimbursed for an order via the Marketplace Guarantee Return Request. Instead, an arrangement can be made directly between the Seller and the Buyer to return the item afterward.

What do I do if I disagree with an open Return Request?

Please contact our Seller Service Team within 5 business days of receiving the Return Request to appeal a Return Request. Failure to appeal within 5 business days will result in an automatic resolution decision for the buyer.

What do I do if I disagree with the resolution decision?

Suppose a Seller appealed a Return Request within 5 business days and still disagrees with the resolution decision. In that case, they should contact Seller Services. If the resolution decision is automatic and a result of the Seller failing to appeal the Return Request within 5 business days, then the resolution decision stands and cannot be altered.

How might a Return Request affect Seller Performance?

Failure to act on the mandatory 5-day Return Request window will affect your order defect rate. However, please be advised all RMA refunds issued through the account will remain within your performance metrics as a record of the refunds issued on the account.

To learn how actions impact your Seller performance measurement, please reference our Newegg Seller Performance Measurement guide.

Fraud Prevention

Can I get fraud protection?

Yes, you will get fraud protection if you follow all the appropriate Newegg.ca guidelines, which are listed in the Merchant Agreement.

Shipping

How much time do I have to ship an order?

You are allowed 72 hours to ship an order upon receiving order confirmation from us. After 72 hours, orders will auto-void and you will not be paid, regardless if you have shipped the merchandise or not.

Can I extend the 72-hour order processing deadline on certain items?

No, you are allowed 72 hours on all items sold on Newegg Canada Marketplace. If you know that certain items require more than 72 hours to prepare, we encourage you not to list those items on our marketplace.

Will Newegg pursue the customer for payment if I ship an order that was auto-voided (past 72-hour shipping deadline)?

No, Newegg will not be responsible for pursuing payment on your behalf. Fulfilling orders within 72 hours is the responsibility of our sellers.

Will Newegg refund me for the merchandise if I ship an auto-voided order?

No, Newegg will not credit sellers for merchandise loss. If an order is not shipped within 72 hours, sellers are responsible.

Does the 72-hour deadline Include weekends or holidays?

No, the 72 hour deadline includes working business days only. Each order has a date time stamp which indicates when orders will auto-void. The 72 hour time-stamp is calculated in Pacific Standard Time (PST). This timestamp is located in the Order List in our Seller Portal.

Please note: If you are not in the Pacific Standard Time Zone, please process your orders earlier to prevent auto-voids.

System Integration

Who should I contact if I have questions regarding account activation, product promotions, and other account concerns?

You may contact your respective category manager with your concern. If you are uncertain who to contact, please e-mail [email protected].

Shipped by Newegg

How do I use your Shipped by Newegg service?

After you have completed the Newegg Marketplace Seller on-boarding process, you will be able to create items in the Seller Portal and convert items to Shipped by Newegg (SBN) items.

Once you have converted your desired items to SBN items, you can create inventory / replenishment shipments for these items. Our system will guide you through the process step by step, including shipment creation, ship-to location, item and shipping label preparation and shipment tracking.

When you are ready, mark your shipment as shipped and send your inventory to designated Newegg warehouses by using Newegg’s partnered carriers or select your own shipping carriers.

Make sure you refer to and abide by the instructions provided in our SBN Resource Guide.

How do I enroll in Shipped by Newegg?

Enrollment is very simple. Seller can enroll Shipped by Seller items into Shipped by Newegg via Seller Portal, Datafeed or API. When you first convert an item from Shipped by Seller to Shipped by Newegg, system will require you to review and accept our Shipped by Newegg online agreement. Click “accept” to enroll in the program.

Where can I find a copy of the agreement for Shipped by Newegg?

Click Here to find the latest version of Shipped by Newegg agreement.

Will my products be safe in your fulfillment centers?

We provide the following services to secure our facilities and your products:
– 24/7 security monitoring in all facilities with entrance and exit check points and patrol force around the building
– Surveillance cameras in all entrances and key points around the building
– Secure cage storage area for high dollar value products

How do I convert an item to Shipped by Newegg?

– For step by step guidelines, please refer to our SBN Quick Start Guide

Can I use Shipped by Newegg if I don't sell on the Newegg.ca?

You can use Shipped by Newegg even if you don’t sell on Newegg.ca. But you must have a Newegg Marketplace seller account. After your marketplace seller account is created, you can create and convert items to SBN service. Deliver your products to us and we will fulfill your customer orders when you tell us to. This is referred to as Multi-Channel order Fulfillment.

What items are not eligible for Shipped by Newegg?

Some products and categories are not eligible for Shipped by Newegg. Please contact SBN team to check for an item’s eligibility. Please refer to our restriction list for reference.

Is there a minimum number of items requirement?

There is no minimum number requirement to use our Shipped by Newegg program. You can have one item that is setup to Shipped by Newegg or you can have as many as you like.

How do I send inventory shipment to Newegg warehouses?

After you have converted your items to SBN in the Seller Portal
– Go to Manage Items -> Item List -> Item Shipped by Newegg tab to see all items that are converted to SBN.
– Select item(s) and choose Send inventory / Replenishment Shipments from the dropdown menu.
– Click “GO”.
– Follow the step by step instructions. You may send the shipment to Newegg yourself, or use shipping label with our carrier partners during shipment creation / preparation process in Seller Portal. For more details please refer to our SBN user guide.

Can I select which warehouse my inventory will be stored?

Our system will recommend the most appropriate warehouse for your inventory based on several factors including the size and category of the product, historical sales data of the product and others. You may ship based on our recommendation or you can manually select the warehouse of your choosing.

How do I prepare inventory shipment to Newegg warehouses?

Please refer to our quick shipment routing guide for complete package preparation details and shipping requirements and refer to restriction list for restricted items.

IMPORTANT NOTE: Not following our SBN policy requirements may result in refusal or disposal of your inventory shipment and/or additional processing fees will be imposed when applicable.

Do I need to label my product?

You need to ensure that each unit of your product shipped to us has a scannable label (UPC or EAN) on the outside of the product packaging. If the product does not have such label, you will need to utilize the Print Item Label function in the Seller Portal during the preparing of your shipment process. Then apply item labels onto each unit of your item.

Do you perform quality checks on inventory when it arrives at your fulfillment center?

We will inspect all inbound shipment packages, and product retail packaging for quality assurance. We will not perform quality check of the actual product.

Who is responsible for damage or loss during shipment to you?

If the shipment is sent to us using a Newegg inbound shipping program, we will assist you in filing a claim with the carrier. If the shipment is sent via your own carrier, you would need to file the claim directly with your carrier.

What is the difference between the All Item tab and the Item Shipped by Newegg tab in Item List function?

The All Item tab displays all your items, those ship by seller and those by SBN service.. The Item Shipped by Newegg tab displays all your SBN items. You can monitor your SBN item’s inventory status and perform various SBN processes such as send inventory / replenishment for SBN items, create multi-channel fulfillment orders, request for return inventory and convert item back to shipped by seller.

How do I request for inventory return (inventory removal)?

You may request to have your inventory returned to you by utilizing the Create Return Inventory Shipment function in the Item Shipped by Newegg tab.
– Select the item(s) you like to return. . Select “Create Return Inventory Shipment” from the dropdown menu and click “Go”.
– Input the number of unit(s) to return under Return Fullfillable Qty Column for each item.
– Select Shipping Method and confirm Ship to Address.
– Click “Confirm and Create Shipment”.
– Refer to SBN User Guide for complete details.

How much does Newegg charge for return inventory shipment?

Please refer to our SBN pricing webpage for return inventory fees.

How can I track orders Shipped by Newegg?

To track orders Shipped by Newegg, you can go to Manage Order -> Order List and use advance search and filter by “Fulfill by Newegg” only. You can also use “Fulfill Channel” column to identify which orders are Shipped by Newegg.

Who handles customer returns and customer inquiries for Newegg.ca website orders?

Orders placed on Newegg.ca and were shipped by Newegg, Newegg will handle return requests and customer inquiries related to the orders. Newegg website will allow customers to submit return requests. Newegg customer service call centers will answer all customer inquiries related to the orders such as order status inquiry and order tracking inquiry. You can be sure that we will provide the world class Newegg shopping experience to all our customers.

Will you handle customer returns and refunds?

For returns related to orders not placed on Newegg.com (multi-channel order, for example), Newegg will not handle the return process. The handling of return process has to be managed outside of Newegg marketplace platform. For returns related to orders placed on Newegg.com, customers can request returns online. Newegg RMA Center will handle all related services.

What is Multi-Channel Fulfillment?

Multi-Channel Fulfillment service is where product inventory are stored at one central organization to be used as a fulfillment center for all your sales channels. Part of the Shipped by Newegg program is to allow your inventory to fulfill orders from multiple sales channels outside of Newegg.com

The Newegg Seller Portal provides you with the function to create multi-channel orders, one at a time or in batch mode by utilizing datafeed. Click here to see detailed instructions on how to create multi-channel orders in Seller Portal. Click here to see Shipped by Newegg Multi-Channel order rates.

What shipping options are available for Multi-Channel Fulfillment?

The following shipping methods are available for multi-channel orders: (a) Standard Shipping (5-7 business days) (b) Expedited Shipping (3-5 business days) (c) Two-Day Shipping (2 business days) (d) One-Day Shipping.

What type of box or packaging is used for Multi-Channel orders?

Multi-Channel orders are shipped in boxes with standard Newegg logo with standard Newegg packaging.

How are returns handled?

For returns related to orders not placed on Newegg.com (multi-channel order, for example), Newegg will not handle the return process. The handling of return process has to be managed outside of Newegg marketplace platform.

Where can I find tracking numbers for Multi-Channel orders?

Multi-Channel orders are also displayed in Order List in seller portal. They are identified as “Non-Newegg” in Sales Channel column. Tracking number per order is displayed in order detail page.

How is Multi-Channel Fulfillment billed?

Click here to see Shipped by Newegg Multi-Channel order rates. Fees will apply and deducted from your settlement. Transactions will be marked as Multi-Channel SBN fees.

For all other questions, please contact our Seller Services department for assistance.