Shipping & Delivery Policy

CounterAd.com doesn't ship anything itself — it coordinates and tracks the physical handoff between a Brand and a Retailer for each campaign. This policy explains how that works.

1. Who ships what

Once a booking is confirmed and reserved, the Brand is responsible for dispatching the campaign's product to the Retailer's store address at their own cost, using a courier or transport method of their choice. The Brand records dispatch date, courier name, and tracking/LR number on the Platform.

2. Dispatch timelines

We ask Brands to dispatch product promptly after booking confirmation — the display countdown does not start until the Retailer confirms receipt and activates the display, so delays in shipping directly delay when a campaign (and its billing) begins.

3. Receiving product

When product arrives, the Retailer confirms receipt on the Platform, recording the quantity received and its condition (good, damaged, or short). This confirmation is what allows the Retailer to activate the display and start the campaign.

4. Damaged or short shipments

If a shipment arrives damaged or with fewer units than expected, the Retailer should record this honestly at receipt and contact support@counterad.com before activating the display. Our team can help resolve the issue with the Brand or, where warranted, treat it as a dispute.

5. What we don't cover

We do not handle courier selection, shipping insurance, customs, or loss-in-transit claims — these remain between the Brand and their chosen courier. We only track the booking-level record of what was dispatched and what was received.

6. Contact

Shipping or receipt issues can be raised with support@counterad.com, referencing the campaign ID.