Terms of service

The service

FulfillRelay coordinates order routing, supplier assignments, tracking, returns, items needing attention, and supplier payment checkout evidence for connected Shopify stores. Shopify remains the source of truth for store authorization, orders, fulfillment, app subscriptions, and payment status.

Merchant and supplier responsibilities

Users must provide accurate mappings, costs, shipping and tracking information, maintain authorized Shopify stores, protect access links, and comply with applicable laws and their agreements with one another. A retailer remains responsible for customer-facing decisions, refunds, exchanges, and return outcomes.

Plans and payment coordination

App subscription charges are approved and billed through Shopify. FulfillRelay may prepare a Shopify Draft Order checkout in a connected supplier store, but does not receive or hold those funds, store cards, issue balances or credits, or provide a manual paid override. The converted checkout is a separate, non-shipping supplier-store order and appears in that store's Shopify Orders and reports.

Acceptable use

Users may not bypass access controls, submit fraudulent order or payment evidence, misuse customer information, interfere with the service, share credentials, or use FulfillRelay in violation of Shopify policies or applicable law. Retailers and suppliers may map and route only products permitted by Shopify and their connected payment providers. Cannabis, controlled substances, alcohol, pharmaceutical drugs, weapons, and other prohibited or high-risk products may not be sourced or fulfilled through FulfillRelay.

Data processing terms

For personal data contained in a merchant's Shopify orders, the merchant remains the controller or business and Boreal Meridian Commerce Inc. acts as its service provider or processor. FulfillRelay processes that data only on the merchant's documented instructions to provide, secure, and support the service, respond to privacy requests, and meet legal obligations. We do not sell customer data or share it for targeted advertising.

We use the subprocessors identified in the privacy policy, apply the security and retention controls described there, and assist merchants with supported access, deletion, and incident requests. Merchants are responsible for lawful instructions, required notices and consents, and their own customer-facing policies.

Availability and changes

We work to keep core workflows available and recoverable, but no online service is uninterrupted. Features may change to protect security, comply with platform requirements, or improve reliability. Material plan or service changes will be communicated through the app or the merchant contact channel.

Suspension and termination

Access may be suspended for security risk, non-payment of the Shopify app subscription, misuse, or legal requirements. Uninstalling stops new routing; already-created fulfillment and required privacy work may remain available for a limited wind-down period.

Liability and governing law

To the extent permitted by law, FulfillRelay is provided without warranties beyond those expressly stated, and Boreal Meridian Commerce Inc. is not responsible for merchant-supplier contracts, product quality, carrier performance, or third-party payment decisions. These terms are governed by the laws of Ontario and the federal laws of Canada applicable there.

Contact

Questions about these terms can be sent to support@fulfillrelay.com.