| Aqnova

Overview

AqNova Marketplace | Arivon Holding Corporation

LOGISTICS STANDARDS

The AqNova CARGO Framework | Packaging · Carrier Guidelines · Cross-Border Fulfillment · Delivery SLA · Cold Chain · Prohibited Materials · SOPs

C COMPLIANT PACKAGING	A ACCURATE CUSTOMS	R REGIONAL SLA STANDARDS	G GLOBAL CARRIER DHL PREFERRED	O OPERATIONAL EXCELLENCE

Document Reference: Vendor Shipping, Fulfillment & Logistics Standards Version: 1.0 Effective Date: June 2026	Document Owner: VP Logistics & Supply Chain (Dion Ross) + Logistics Operations Priority: P2 — Required Before First Vendor Ships Preferred Carrier: DHL Express / DHL eCommerce	Reference Policy: AqNova Shipping & Delivery Policy v5.0 (Section 3.1) Jurisdictions: 30+ global markets Hub Network: DHL 10-Hub Regional Network

This document contains binding operational standards for all AqNova Vendors. Non-compliance may result in listing restrictions, account suspension, or permanent termination. Vendors must complete carrier setup and acknowledge these standards before any listing is published or any order is shipped.

AqNova Marketplace | Arivon Holding Corporation | EIN: 41-3210066 | Preferred Carrier: DHL Express / DHL eCommerce

Table of Contents

PART I — Foundation — The CARGO Framework, Logistics Philosophy & DHL Partnership .......... 3

CARGO 5 Principles · DHL as Preferred Global Carrier · DHL GoGreen · Model B Enrollment

PART II — SOP 1 — Carrier Setup & Pre-Shipping Onboarding (Mandatory Before First Listing) ...... 7

6-Step SOP: Create Carrier Account → Connect API → Notify AqNova → Configure → Acknowledge → Go Live

PART III — Packaging Standards — General, Sustainable, Labeling & Marking ......................... 11

Single-wall vs. double-wall specs · Inner fill minimum 5cm (2 inches) · H-tape method

AqNova Sustainability Standards: eliminate single-use plastics Dec 2026 · FSC-certified materials

Labeling: 100mm×150mm thermal · Handling marks · Customs document pouch · COO marking

PART IV — Cold Chain Requirements — Temperature-Sensitive & Perishable Products ................ 17

4 temperature categories: Frozen -18°C · Refrigerated 2-8°C · Cool 8-15°C · Room Temp 15-25°C

MANDATORY 24-hour perishable dispatch SLA (no exceptions) · Cold chain carriers by region

PART V — Cross-Border Fulfillment Standards — Customs, Documentation & Export Control ........ 22

Commercial invoice 11 required fields · HS code assignment · Packing list · COO/FTA certificates

AqNova marketplace facilitator VAT/GST: EU IOSS · UK · AU GST · CA · IN TCS · UAE · KSA

Export control: US EAR/ITAR · EU Dual-Use Reg · UK EC Act · UN Sanctions · CITES

Country-specific import requirements: 9 countries (USA FDA; EU CE; Australia DAFF; India BIS/FSSAI;

Nigeria NAFDAC; Saudi Arabia SASO/SFDA; Brazil ANVISA; UAE ESMA)

PART VI — Delivery SLA by Region — Dispatch Standards & Regional Delivery Windows ............. 30

Dispatch SLA table: 11 product categories with SLA thresholds

35-destination regional delivery matrix: Model A vs Model B windows · Peak season adjustments

PART VII — Prohibited & Restricted Materials — 13 Absolute + 13 Conditional ....................... 37

ABSOLUTE: Explosives · Radioactive · CBRN · CITES I · Counterfeit · Illegal drugs · CSAM

CONDITIONAL: Lithium batteries · Aerosols · CBD/hemp · Alcohol · Vaping · Cosmetics · Supplements

Knives · Drones · Prescription medicines · Endangered timber · CITES Appendix II

PART VIII — SOPs 2-6 — Customs; DGR; Cold Chain; Claims; Delay Notification .......................... 44

SOP 2: Customs Documentation (5 steps) · SOP 3: DGR Shipment (5 steps; Model B pre-notification)

SOP 4: Cold Chain Preparation (4 steps) · SOP 5: Lost/Damaged Claims (4 steps)

SOP 6: Delay Notification (4 steps; FTC 30-Day Rule for US orders)

PART IX — Vendor Performance Standards, KPIs & 5-Level Enforcement Framework ................... 52

7 KPIs: Dispatch Rate · Tracking Upload · Late Dispatch · Failed Delivery · Transit Damage

5-Level Enforcement: Alert → Review → Listing Restriction → 30-day Suspension → Permanent Termination

APP A — DHL 10-Hub Network Quick Reference (10 hubs × 5 columns) ................................ 57

APP B — Carrier Integration Reference (13 carriers with integration type and best use case) .......... 58

APP C — Version History & Approval Log .......................................................................... 59

PART I \| FOUNDATION — THE CARGO FRAMEWORK, LOGISTICS PHILOSOPHY & DHL PARTNERSHIP

1.1 Purpose and Scope

This Vendor Shipping, Fulfillment & Logistics Standards document ("Logistics Standards") establishes the binding operational requirements that all AqNova Marketplace vendors ("Vendors") must meet when preparing, packaging, dispatching, and managing shipments of products sold through the AqNova Marketplace platform. It supplements the AqNova Shipping & Delivery Policy v5.0 (Section 3.1 of the Platform Governance Reference) by providing the detailed, vendor-facing operational specifications that the consumer-facing policy summarizes.

Every AqNova vendor — regardless of location, category, volume, or fulfillment model — is required to comply with these standards from the date of first shipment. These standards apply to: all products listed and sold on the AqNova Marketplace; all fulfillment models (Model A: Vendor-Direct; Model B: DHL Hub Network); and all carrier partners used in connection with AqNova orders.

Field	Detail
C — Compliant Packaging	Every AqNova shipment must be packaged to survive the transit environment — from a standard international parcel journey to temperature-controlled cold chain logistics. Packaging compliance protects the buyer's purchase, AqNova's platform reputation, and the vendor's own performance record. Non-compliant packaging that leads to transit damage places the financial liability for refunds and replacements squarely on the vendor.
A — Accurate Customs Declaration	Every cross-border shipment must carry complete, accurate, and honest customs documentation: correct HS codes; true declared values; accurate product descriptions; and all certificates required by the destination country. AqNova's platform conducts automated export control screening at the order level. Deliberate undervaluation or misdescription constitutes customs fraud, immediately terminates the vendor account, and triggers referral to relevant customs authorities.
R — Regional SLA Standards	AqNova's delivery promise to buyers — and the trust that underpins the AqNova Marketplace brand — depends on vendors dispatching within the stated timeframe. Every product category has a defined dispatch SLA. Vendors who consistently miss dispatch SLAs face escalating enforcement actions. DHL's 10-hub network (Model B) provides vendors with the infrastructure to achieve best-in-class delivery windows — same-day dispatch and 1-5 day delivery in most hub-served markets.
G — Global Carrier Integration — DHL Preferred	DHL is AqNova's preferred global logistics partner. DHL's 10-hub regional network is the backbone of AqNova's fulfillment infrastructure and the recommended path for vendors shipping at any meaningful volume. All vendors — whether using DHL or an alternative carrier — must have an API-connected carrier account before their listings go live. Real-time tracking is not optional: buyers and the AqNova platform require shipment visibility from dispatch to delivery confirmation.
O — Operational Excellence & Performance	AqNova monitors vendor shipping performance continuously. Key performance indicators — dispatch rate, tracking upload compliance, failed delivery rate, late dispatch rate — are tracked per vendor, per category, and per region. Performance reviews are automated and escalating: a vendor who consistently fails to meet logistics standards faces progressively serious enforcement actions up to and including permanent account suspension.

1.2 DHL — AqNova's Preferred Global Logistics Partner

DHL Express and DHL eCommerce are AqNova's preferred logistics partners globally. This is not a contractual mandate — vendors retain the right to use any carrier whose API integrates with the AqNova platform. However, DHL's status as the preferred partner reflects a substantive operational advantage: DHL operates in 220+ countries and territories; manages the DHL 10-Hub Regional Network that forms the core of AqNova's fulfillment infrastructure; and offers AqNova vendors access to volume-negotiated rates, integrated customs brokerage, DHL GoGreen carbon-neutral shipping options, and the most seamless API integration available on the AqNova Vendor Portal.

Field	Detail
DHL Express	Best for: time-sensitive international shipments; high-value goods requiring end-to-end DHL control; B2B wholesale orders; countries where DHL Express has superior last-mile (Middle East; parts of Africa). Account setup: dhl.com/open-account. Integration: native AqNova integration via DHL API. Access to DHL 10-hub Model B enrollment.
DHL eCommerce	Best for: high-volume B2C parcel shipping; lighter weight parcels (under 30kg); vendors seeking economy international shipping rates for standard product categories. Note: DHL eCommerce is AqNova's preferred carrier for Hub 8 (West Africa) and Hub 9 (East & Southern Africa) operations.
Model B Enrollment	Vendors who enroll in Model B (DHL Hub Network) ship products in bulk to their assigned regional DHL hub. DHL then manages pick, pack, and dispatch for individual consumer orders — delivering 1-5 day delivery across most hub-served markets. Model B enrollment: email vendors@aqnova.co with subject "DHL Hub Enrollment — [Vendor Name]".
DHL GoGreen Carbon-Neutral Shipping	Consistent with AqNova's sustainability mission: vendors are encouraged to activate DHL GoGreen carbon-neutral shipping for all DHL shipments. DHL GoGreen calculates and offsets the carbon emissions of each shipment through certified environmental projects. Activation: available through the DHL MyDHL+ portal or via AqNova Vendor Portal shipping settings.

PART II \| SOP 1 — CARRIER SETUP & PRE-SHIPPING ONBOARDING (MANDATORY BEFORE FIRST LISTING)

This SOP is mandatory. No vendor listing may be published and no order may be shipped until all steps in this SOP are completed and confirmed by the AqNova Vendor Success team. Allow 2-3 business days for confirmation.

1
STEP

Create or Activate Your Carrier Account
Open or activate your primary carrier account before connecting to the AqNova Vendor Portal. DHL (recommended): dhl.com/open-account — select DHL Express (time-sensitive international) or DHL eCommerce (high-volume B2C parcels). Ensure API/automated label generation is enabled. Alternative carriers: FedEx (fedex.com); UPS (ups.com); Shippo multi-carrier aggregator (goshippo.com — connects 50+ carriers via a single API); USPS via EasyPost or Stamps.com. Regional carriers: Aramex (Middle East/Africa/South Asia); Ninja Van/J&T Express (Southeast Asia); Delhivery/Blue Dart (India); Australia Post; Canada Post (all available via Shippo or direct API).

2
STEP

Connect Your Carrier to the AqNova Vendor Portal
Navigate to: Vendor Portal → Settings → Shipping Configuration → Add Carrier. Select your carrier from the pre-built integrations dropdown — or connect via the Shippo aggregator for access to 50+ carriers. Enter your carrier API key and account credentials. Click "Validate Connection" — the platform will confirm that tracking sync is active and label generation is functional. Set your default carrier and (optionally) a backup carrier per product category and destination zone.

3
STEP

Notify the AqNova Vendor Support Team
Email: vendors@aqnova.co. Subject line: "Shipping Account Active — [Your Vendor Name]". Include in the email: (a) Carrier name(s) activated; (b) Countries and regions you ship to; (c) Whether you prefer DHL for domestic and/or international; (d) Whether you want to enroll in Model B (DHL Hub Network). AqNova Vendor Success confirms setup within 2 business days and assigns your regional DHL hub if Model B is opted in.

4
STEP

Configure Shipping Settings in Vendor Portal
Set dispatch processing time per product category (default: 1-3 Business Days for general consumer goods; 24 hours for perishables). Configure shipping rates per destination zone: flat rate; weight/dimension-based; free shipping threshold; or destination zone pricing. Enable or disable specific shipping methods and carriers per category. Set your same-day dispatch cut-off time (e.g., orders placed before 2pm Monday-Friday dispatch same day). Review and confirm the DHL GoGreen option is activated if using DHL.

5
STEP

Complete the Pre-Shipment Compliance Checklist
Before your first shipment: confirm you have reviewed all sections of these Logistics Standards; you understand the packaging requirements for your product categories; you have reviewed the Prohibited Materials list; you understand the customs documentation requirements for your destination markets; you have verified your products are not subject to export controls. Sign the digital Vendor Logistics Standards Acknowledgment in the Vendor Portal under Settings → Compliance → Logistics Standards.

6
STEP

Go Live — Monitor Your Performance
Once carrier setup is confirmed and shipping settings are configured, listings are eligible for activation. Monitor your dispatch and shipping performance continuously via: Vendor Portal → Analytics → Shipping Performance. Key metrics tracked: dispatch rate; on-time dispatch rate; tracking upload rate; failed delivery rate; buyer satisfaction score. Performance thresholds are detailed in Part X of this document.

PART III \| PACKAGING STANDARDS — GENERAL, SUSTAINABLE, FRAGILE, DGR, OVERSIZED & LABELING

3.1 General Packaging Requirements — All Products

Field	Detail
Outer Box Specification	Standard parcels: minimum single-wall corrugated cardboard (minimum 200 ECT / 28 ECT Mullen burst test) for shipments under 1kg and items valued below USD $25. Double-wall corrugated (minimum 32 ECT Mullen / 275 ECT) required for: shipments above 1kg; items valued above USD $50; cross-border international shipments; any item that is fragile, irregular, or a liquid. No single-wall box may be reused for international shipping — transit compression and moisture accumulation during international routes degrade single-wall boxes to below safe standards.
Inner Protective Fill	Minimum 5cm (2 inches) of protective fill on all six sides of the product inside the outer box. Approved fill materials: molded pulp; corrugated inserts; air pillows (minimum 3-ply film for international use); paper void fill; foam-in-place (for high-value or fragile items); EPE foam sheets. Prohibited fill materials: expanded polystyrene (Styrofoam) loose peanuts — cannot be used for any AqNova shipment from June 2026 (AqNova Sustainability Policy §1.3); tissue paper alone (insufficient cushioning); newspaper (ink transfer risk; inadequate cushioning).
Closure and Sealing	All boxes must be sealed with H-tape method: single strip of tape along the center seam; two strips parallel along each side seam = minimum three strips on each closed face of the box. Tape specification: minimum 48mm (2 inches) wide pressure-sensitive polypropylene or polyester tape. Tape strength: minimum 650g/cm tensile. Paper tape: prohibited for international shipments and prohibited for any shipment expected to transit through tropical or high-humidity regions (West Africa; Southeast Asia; South Asia; South America).
Bag and Poly Mailer Shipments	Soft goods (apparel; accessories; soft textiles) may ship in poly mailers or compostable mailers where: the item is not fragile; the item is individually packaged in a poly bag inside the outer mailer (to prevent ink/dye transfer from outer mailer); the shipment is under 500g and the item is valued under USD $50; and the destination is domestic or a major international hub-served market with low transit-damage risk. Poly mailers must be minimum 3-mil (0.075mm) co-extruded for international use. Compostable mailers: certified to EN 13432 or ASTM D6400 (AqNova preferred for sustainability).
Weight and Dimension Accuracy	The declared weight and dimensions on the shipping label must exactly match the actual package. Dimensional weight (volumetric weight): calculated as L × W × H (cm) ÷ 5,000 for air freight (DHL Express DIM factor: 5,000). The higher of actual weight or dimensional weight determines the chargeable weight. Understatement of weight or dimensions: constitutes carrier fraud and an AqNova platform violation — immediate account suspension applies.
Product Photograph Before Dispatch	All vendors must photograph their packaged shipment before handing to the carrier. Photograph must show: outer packaging on all visible sides; shipping label (may be partially obscured for buyer privacy); sealed state. Photographs retained by the vendor for a minimum of 90 days. Required for successful transit damage claims: vendors who cannot produce pre-dispatch photographs may have transit damage claims denied.

3.2 AqNova Sustainability Packaging Standards

AqNova is a curated sustainable marketplace. Packaging choices are a direct expression of the brand values. These sustainability standards are mandatory for all Founding Vendor Program participants and strongly recommended for all other vendors. A "Ships in Recycled Packaging" badge is available in the Vendor Portal for vendors who meet all sustainability standards — this badge materially increases buyer conversion on AqNova.

Field	Detail
Eliminate Single-Use Plastics	By December 31, 2026: all vendors must eliminate single-use plastic void fill; single-use plastic exterior packaging (poly mailers without sustainable certification); and Styrofoam/expanded polystyrene components. Replacements: recycled cardboard; FSC-certified paper fill; compostable mailers (EN 13432 / ASTM D6400); air pillows from recycled PE film; molded pulp; EPE foam (recyclable). Products that require non-recyclable packaging for product integrity (e.g., medical-grade moisture barriers; food-safe seals): exempt with documented justification submitted to compliance@aqnova.co.
Right-Size Packaging	Use the smallest practical outer box that provides adequate protection with minimum required fill. Avoid "shipping air" — a small item in an oversized box wastes materials, increases carrier dimensional weight charges, and signals poor operational practice. AqNova's Hub 2 (Leipzig) and Hub 6 (Sydney) run automated right-size audits on all Model B inbound shipments; vendors shipping oversized packaging receive a Packaging Efficiency Notice with corrective guidance.
FSC-Certified Materials	Target: 100% FSC (Forest Stewardship Council) certified outer cartons for all vendors by end of AqNova Phase 2. Immediate requirement for Founding Vendor Program participants. FSC-certified boxes are available from all major corrugated suppliers globally at minimal or zero cost premium. Vendors must be able to provide FSC certification of their packaging materials on request by AqNova compliance.
Sustainable Inks and Printing	Where shipping labels and package artwork are printed by the vendor: use water-based or soy-based inks. Avoid PVC labels. Where custom branding is printed on outer boxes: ensure printing does not prevent the box from being recycled by the end consumer.
Reporting and Certification	Founding Vendor Program participants must submit an annual Packaging Sustainability Report to compliance@aqnova.co by January 31 each year. Report format: available in the Vendor Portal under Documents → Sustainability Reporting. Report must include: primary packaging materials used; percentage recycled content; percentage FSC-certified; plastic weight eliminated vs. prior year.

3.3 Labeling Requirements — All Shipments

Label/Marking Element	Specification	Status
Shipping Label Size and Quality	Minimum 100mm × 150mm (4" × 6") thermal printed label. Label quality: minimum 300 DPI thermal print. Label must be fully legible — no smearing; no partial printing; no printing over box seams or tape. All barcodes (1D and 2D) must be scannable. Label must not be placed over a box corner, taped over with opaque tape, or obscured in any way.	Mandatory — all shipments
Delivery Address Requirements	Full recipient name; complete street address including apartment/flat/unit number; city; postal code; country; phone number. For DHL Hub Network (Model B): AqNova generates the consumer delivery label — vendor provides only the inbound hub address label on bulk shipments to hub.	Mandatory — all shipments
Return Address	Vendor's full return address must appear on all labels. Return address must be: a valid, staffed address capable of receiving returned parcels; the same country and region as the shipping origin where possible. P.O. Box return addresses: not accepted for most international carriers including DHL Express.	Mandatory — all shipments
Country of Origin Marking	Where required by destination customs regulations: the country of origin must be marked on or inside the package. US CBP (19 C.F.R. §134): "Made in [Country]" or "Product of [Country]" required on all goods imported to the US. EU origin labeling: required for specific product categories (food; textiles; cosmetics; certain consumer goods). Where the origin marking appears on the product itself (standard for most manufactured goods): a separate package marking is not required.	Mandatory where applicable by destination law
Handling Marks	Fragile items: "FRAGILE — HANDLE WITH CARE" on minimum two sides of outer packaging (minimum font size: 20pt). Top-Load only: "THIS SIDE UP" with upward arrows on all four vertical sides. Cold chain/perishable: temperature range required clearly marked on outer package in the language of origin and English. DGR: all applicable UN hazard class diamonds; handling labels; UN ID numbers; and emergency contact information (see §3.5).	Mandatory for applicable product types
Customs and Commercial Invoice Attachment	For international shipments: customs documentation must be attached to the outside of the package in a transparent document pouch. The pouch must be securely adhered and the documents visible through the pouch. For electronic customs declarations (DHL Paperless Trade; CBP ACE in US; HMRC CDS in UK): electronic submission is sufficient — the physical commercial invoice attachment may be replaced by a reference to the electronic submission on the outer label.	Mandatory for all cross-border shipments

PART IV \| COLD CHAIN REQUIREMENTS — TEMPERATURE-SENSITIVE & PERISHABLE PRODUCTS

Perishable products — including fresh organic food, dairy, meat, seafood, fermented products, raw botanical ingredients, and temperature-sensitive supplements — must be dispatched within 24 hours of Order Confirmation without exception. A perishable product that is not dispatched within 24 hours MUST be cancelled with a full refund to the buyer. No extension of the 24-hour perishable dispatch window is permitted under any circumstances.

4.1 Temperature Categories and Packaging Requirements

Category	Temperature Range	Max Transit Duration	AqNova Dispatch SLA	Packaging Specification
FROZEN	-18°C or below	48 hours max	Within 24h of Order Confirmation	EPS (expanded polystyrene) or equivalent insulated container rated for 48h frozen retention. Dry ice (UN1845 — Class 9 DGR; max 2.5kg per package for air without special DGR approval; or frozen gel packs (minimum 40% PCM phase change material). Inner packaging must prevent direct product contact with dry ice. Outer packaging: minimum double-wall corrugated + moisture-resistant liner. Label: "KEEP FROZEN" + temperature range + dry ice hazard label (if dry ice used).
REFRIGERATED	2°C to 8°C	72 hours max	Within 24h of Order Confirmation	Insulated liner (minimum R-2.0 insulation value) + frozen gel packs (minimum 40% PCM; pre-frozen at -20°C for minimum 48 hours before use). Liner options: EPS foam; VIP (vacuum insulated panels) for longer transits; reflective foil. Gel pack quantity: minimum 1 gel pack per 2 liters of product volume. Outer: double-wall corrugated. Label: "KEEP REFRIGERATED: 2-8°C" on minimum two sides.
CONTROLLED COOL	8°C to 15°C	96 hours max	Within 24h of Order Confirmation	Insulated liner (minimum R-1.5) + ambient or lightly chilled gel packs for warm climates; or insulated box only for temperate climates. Temperature loggers recommended for high-value items (>USD $100). Label: "STORE COOL: 8-15°C — DO NOT FREEZE".
CONTROLLED ROOM TEMP	15°C to 25°C	5-7 days max	Within 24-48h of Order Confirmation	Standard double-wall corrugated is sufficient for temperate climate routes. Reflective foil liner required for routes passing through high-temperature hubs (Middle East; South Asia; West Africa) during summer months. Label: "STORE AT ROOM TEMPERATURE: 15-25°C".

4.2 Cold Chain Carrier Requirements by Region

Region / Hub	Cold Chain Carrier Options	Key Regulatory Notes
North America (Hub 1)	DHL Express (primary cold chain carrier). Model B Hub 1: temperature-controlled storage at LA and Dallas hubs. Alternative: FedEx Custom Critical (frozen); UPS Temperature True (refrigerated). US domestic: USPS does not accept perishables — prohibited for cold chain.	Dry ice shipments via air: IATA DGR PI 954 (up to 2.5kg dry ice without full Class 9 SHC label for air). Above 2.5kg: full DGR documentation required.
Europe & UK (Hub 2)	DHL Express with Cold Chain Solutions (CCS). Hub 2 (Leipzig): cold store facility available for Model B refrigerated inventory. Alternative: DPD (temperature-controlled road freight within EU). UK: APC Overnight cold chain for next-day UK domestic.	EU FIC Regulation (1169/2011): food labeling requirements apply to all food products shipped within or into the EU. French language required for France; German for Germany; etc.
Middle East (Hub 3)	DHL Express with Cold Chain. Aramex Cold (UAE, Saudi Arabia) for last-mile. Hub 3 (Dubai): Jebel Ali cold storage available. Warning: ambient temperatures in UAE and Saudi Arabia regularly exceed 45°C — refrigerated shipments dispatched without adequate gel pack quantity and insulation will fail. Minimum gel pack ratio: 1.5× the standard requirement during May-September.	UAE: MOHRSS; ESMA food safety standards. Saudi Arabia: SFDA food import requirements. GCC GSO standards for food products.
West Africa (Hub 8)	DHL Express Nigeria/Ghana cold chain (limited availability — pre-qualify with AqNova logistics team). GIG Logistics refrigerated (Lagos metro). Cold chain in upcountry Nigeria/Ghana: highly limited — refrigerated products should not be dispatched to addresses beyond Lagos; Abuja; Accra; Kumasi without pre-qualification.	NAFDAC inspection for food/health products at hub intake (Hub 8 Lagos). Allow 3-7 additional days for NAFDAC inspection of regulated cold chain products.
South & Southeast Asia (Hubs 4 & 7)	DHL Express cold chain. India: Delhivery cold chain; Blue Dart Cold Express. Singapore: DHL eCommerce cold chain; Coldpack for last-mile. Indonesia/Philippines: limited cold chain availability — coordinate with AqNova logistics team before listing perishables for these destinations.	India: FSSAI (Food Safety and Standards Authority of India) import requirements. Singapore: SFA (Singapore Food Agency) import approval for meat and animal products.
Australia & New Zealand (Hub 6)	DHL Express; Australia Post (cold chain parcels via EasyPost). Critical: DAFF (Department of Agriculture, Fisheries and Forestry) biosecurity inspection applies to ALL organic matter, seeds, plant material, and food products imported to Australia and New Zealand. Allow 1-5 additional business days for biosecurity clearance. Some products cannot be imported at all — vendors must check DAFF BICON database before listing organic food products for AU/NZ delivery.	Australia GST (10%) applies. NZ GST (15%) applies. Both collected at checkout by AqNova as marketplace facilitator.
South America (Hub 10)	DHL Express Brazil cold chain; Loggi refrigerated (São Paulo). Brazil: extreme customs complexity — Receita Federal inspections may detain refrigerated shipments causing spoilage. Cold chain perishables shipped to Brazil: highest risk of customs spoilage; vendors must assess the risk and decide whether to offer refrigerated products to Brazilian buyers.	Brazil Receita Federal: declaration of food health certificate required for imported food products. MAPA (Ministry of Agriculture) approval needed for animal-origin products.

PART V \| CROSS-BORDER FULFILLMENT STANDARDS — CUSTOMS, DOCUMENTATION & EXPORT CONTROL

5.1 Customs Documentation — Required for Every Cross-Border Shipment

True-value declaration is an absolute requirement on AqNova. Deliberate undervaluation of shipments — "gift" declarations on commercial sales; stated values below the true transaction value — constitutes customs fraud. AqNova monitors declared values against actual sales prices. Any vendor found to be undervaluing shipments: immediate permanent account termination and referral to the relevant customs authority. This includes requests from buyers to undervalue their shipment — vendors must not comply with such requests.

Field	Detail
Commercial Invoice — Required Fields	(1) Seller (vendor) full legal name and complete address. (2) Buyer full name and complete delivery address. (3) Invoice number and date. (4) Country of origin of each product (e.g., "Made in Nigeria"; "Product of USA"). (5) HS Code (Harmonized System) — minimum 6 digits for all countries; 8-10 digits for EU/UK/US/AU/CA. (6) Complete product description — sufficient for customs classification (e.g., "Organic shea butter, unrefined, cosmetic grade, 500g" — NOT "beauty product"). (7) Quantity and unit of measure. (8) Unit value and total value per line item (in the currency of the transaction). (9) Total invoice value. (10) Currency. (11) Declared purpose: "Sale — E-commerce" (not "Gift" for commercial sales).
Packing List	Required for multi-item shipments and all shipments above USD $200 in value. Must match the commercial invoice exactly. Include: dimensions and weight of each inner pack; number of units per inner pack; outer carton dimensions and gross weight.
Certificate of Origin (COO)	Required for: preferential tariff claims under FTAs (USMCA for US-Canada-Mexico trade; AFCFTA for intra-Africa trade; ASEAN FTA for intra-ASEAN trade; EU-UK TCA for UK-EU trade); products subject to Rules of Origin requirements; any country that requires a COO for specific product categories. Form used depends on the applicable FTA. Most COOs: vendor self-certifies on the commercial invoice (USMCA §32.10; EU GSP); some require a separate certificate from the relevant chamber of commerce.
HS Code Assignment — Vendor Responsibility	Vendors are responsible for correctly classifying their products under the Harmonized System. Incorrect HS codes can result in: wrong duty rates applied (over- or underpayment); delays or seizure at customs; penalties on the vendor in some jurisdictions. HS code lookup tools: trade.gov/harmonized-system-resources (US); trade.ec.europa.eu/tradehelp (EU). For AqNova product categories with complex HS classification (organic food; supplements; cosmetics; electronics): the AqNova compliance team can provide general guidance (not legal advice) — contact compliance@aqnova.co.

5.2 Marketplace Facilitator VAT/GST — What Vendors Need to Know

Field	Detail
AqNova as Marketplace Facilitator	In the following jurisdictions, AqNova collects and remits VAT/GST directly to the tax authority as a marketplace facilitator — reducing the compliance burden on vendors. Vendors do NOT separately charge VAT/GST in these jurisdictions for sales processed through the AqNova platform. Jurisdictions where AqNova collects VAT/GST at checkout: EU (IOSS — for goods under EUR 150 from outside the EU); UK (goods under GBP 135 from outside the UK); Australia (GST 10% — all goods under AUD 1,000); New Zealand (GST 15%); Canada (GST/HST); India (GST TCS 1% per CGST §52); UAE (VAT 5%); Saudi Arabia (VAT 15%); Singapore (GST).
Vendor VAT Obligations	Vendors who are themselves VAT-registered and are invoicing AqNova for their products (wholesale/B2B invoicing to AqNova) may have separate VAT invoicing obligations in their country of establishment. This is a separate obligation from the AqNova marketplace facilitator VAT collection. Vendors should obtain advice from a qualified tax advisor in their jurisdiction of establishment.
DDP vs. DDU/DAP	Vendors may elect to offer DDP (Delivered Duty Paid) shipping — where the full landed cost including import duties and taxes is included in the checkout price. DDP must be clearly displayed at checkout and on the product listing. Most vendors on AqNova operate on DDU/DAP terms: the buyer is responsible for import duties and taxes beyond the VAT/GST collected by AqNova as marketplace facilitator.

5.3 Export Control Compliance — Vendor Obligations

Export Control Framework	Key Requirements	Authority
US EAR (Export Administration Regulations)	Items on the Commerce Control List (CCL — 15 C.F.R. Part 774) require an export license or exception for export to specified countries. Dual-use technology; encryption above specified thresholds; certain electronics; chemical precursors; biological agents. Check: bis.doc.gov. Vendors must screen all products against the CCL and the Entity List (15 C.F.R. Part 744) before listing.	BIS (Bureau of Industry and Security)
US ITAR (International Traffic in Arms Regulations)	Defense articles; defense services; and related technical data on the US Munitions List (22 C.F.R. Parts 120-130). ITAR-controlled items are PROHIBITED on the AqNova platform — AqNova does not hold ITAR broker registration.	DDTC (Directorate of Defense Trade Controls)
EU Dual-Use Regulation (2021/821)	EU Dual-Use Regulation governs export of dual-use goods, software, and technology that can be used for both civilian and military purposes. Annex I items require export authorization. Cyber-surveillance tools are subject to enhanced controls.	EU member state competent authorities
UK Export Control Act 2002	UK Strategic Export Control Lists mirror pre-Brexit EU lists with some differences. OGELs (Open General Export Licenses) available for qualifying items and destinations. Check: lite.hmrc.gov.uk/portals/icebox/ECO.	ECJU (Export Control Joint Unit)
UN and Multi-Lateral Sanctions	AqNova conducts real-time sanctions screening against: OFAC SDN List; EU Consolidated Sanctions List; UN Security Council Consolidated List; UK OFSI Consolidated List. Orders to sanctioned destinations or involving designated parties are automatically blocked at checkout. Vendors must not attempt to circumvent sanctions screening.	OFAC (US); OFSI (UK); DG FISMA (EU)
CITES (Convention on International Trade in Endangered Species)	Any product containing or derived from CITES-listed species (Appendix I or II) requires CITES export and import permits. Applies to: products made from rosewood; ivory; certain reptile skins; tortoiseshell; coral; certain orchid species; certain animal parts. Vendors listing products with any natural biological components must verify CITES compliance.	CITES Management Authority (by country)

5.4 Key Country-Specific Import Requirements — Pre-Listing Checklist

Country	Key Import Requirements	Key Authority
USA	HS code (10 digits HTS). Commercial invoice with all required fields. CBP (US Customs and Border Protection): ACE electronic filing for shipments above Section 321 de minimis (USD $800). Section 321 de minimis: goods under USD $800 enter duty-free — no formal entry required. FDA prior notice: required for all food; dietary supplements; cosmetics; and medical devices entering the US. FCC marking: required for electronics (Part 15 compliance). California Proposition 65: warning labels required for applicable products sold in California.	FDA PNSI; CBP ACE; FCC
European Union	HS code (8-digit CN code). Commercial invoice with all fields. IOSS number (for AqNova) included on shipment documentation (sub-EUR 150 goods). EU product safety: CE marking for electronics; toys; medical devices; PPE; machinery; cosmetics safety assessment (EU Cosmetic Regulation 1223/2009); REACH declaration for chemical products. General Product Safety Directive (GPSR — effective December 2024): economic operator (EU-based responsible person) required for most consumer goods if vendor is outside EU. Country-of-origin labeling for food (EU FIC 1169/2011). Organic certification: EU Organic Regulation 848/2018 — "EU Organic" logo requires valid third-party certification.	EU Customs; CE authority; ECHA (REACH)
United Kingdom	HS code (10-digit UK tariff). Commercial invoice. UKIMS number (AqNova) for sub-GBP 135 goods. UKCA marking (replaces CE for many products from January 2025 — check product-specific dates). UK REACH: separate from EU REACH post-Brexit; requires separate registration for some chemical products. HMRC CDS electronic customs entry for all imports. GB/NI declarations: NI Protocol/Windsor Framework — separate requirements for goods moving NI to GB.	HMRC; UKCPSC; HSE
Australia	HS code (8-digit Australian tariff). Commercial invoice. ABF (Australian Border Force) import declaration for goods above AUD $1,000 (informal clearance below). DAFF BICON compliance: mandatory for all biological, food, and agricultural products — check bicon.agriculture.gov.au for each product. TGA (Therapeutic Goods Administration): mandatory registration for therapeutic goods, medicines, and medical devices. Country of origin labeling (COOL): mandatory for food products under Australian Made standard.	ABF; DAFF; TGA
India	HS code (8-digit ITC-HS). Commercial invoice and packing list. BIS (Bureau of Indian Standards) certification: mandatory for electronics, toys, certain household items, and more — verify at bis.gov.in. FSSAI license: required for all food and food supplement products imported to India. AYUSH guidelines: for Ayurvedic and traditional medicine products. GST TCS (1%): collected by AqNova at checkout. CBIC ICEGATE: AqNova DHL hub uses ICEGATE integration for customs clearance.	CBIC; BIS; FSSAI; AYUSH
Nigeria	HS code (8-digit NG Tariff). Commercial invoice and packing list. NAFDAC (National Agency for Food and Drug Administration and Control): mandatory pre-import registration for food; drugs; cosmetics; medical devices; chemicals. Vendors listing regulated products for Nigeria: must have valid NAFDAC registration number and include it on all shipment documentation. NCS (Nigerian Customs Service) Form M: required for formal commercial imports. Form C2A: required for individual imports. SON (Standards Organisation of Nigeria) MANCAP: required for some manufactured products.	NCS; NAFDAC; SON
Saudi Arabia	HS code (8-digit Saudi GCC tariff). Commercial invoice (Arabic or bilingual). SASO (Saudi Standards, Metrology and Quality Organization): SALEEM product conformity program — mandatory for electronics; toys; electrical goods; and many consumer products. Import through AqNova DHL Hub 3 (Dubai Jebel Ali): SASO certificate verified at hub intake before dispatch to Saudi Arabia. SFDA (Saudi Food and Drug Authority): mandatory for food; health products; medical devices. Halal certification required for applicable food/cosmetic products.	ZATCA; SASO; SFDA
Brazil	HS code (8-digit NCM/TIPI). Commercial invoice. Receita Federal (RFB) RADAR system: required for commercial importers — AqNova DHL Hub 10 manages RADAR integration. NF-e (Nota Fiscal Eletrônica): Brazilian fiscal document required for goods delivered to Brazilian buyers. INMETRO: mandatory certification for electronics; toys; packaging materials; and more. ANVISA: mandatory for health products; cosmetics; food; medical devices. IPI; PIS; COFINS; ICMS duties: may apply in addition to import duty.	Receita Federal; INMETRO; ANVISA
UAE	HS code (8-digit GCC tariff). Commercial invoice. UAE customs E-declaration. ESMA (Emirates Authority for Standardization and Metrology) registration: required for food; electrical goods; certain chemical products. MOHAP (Ministry of Health and Prevention): for health and medical products. Halal certification: required for food and cosmetic products sold in UAE. VAT 5%: collected by AqNova at checkout.	FTA UAE; ESMA; MOHAP

PART VI \| DELIVERY SLA BY REGION — DISPATCH STANDARDS & REGIONAL DELIVERY WINDOWS

6.1 Vendor Dispatch SLA — By Product Category

Product Category	Dispatch SLA (Business Days from Order Confirmation)	Key Notes
General Consumer Goods (apparel; accessories; homewares; beauty; non-perishable food)	1-3 Business Days (Model A). Same Day (Model B — in-stock). 1 Business Day (Model B — stock transfer from secondary hub).	Model A: vendor dispatches from own premises. Model B: DHL hub dispatches same-day for pre-cutoff orders (cutoff times vary by hub; confirmed in Vendor Portal).
Sustainable & Organic Food Products (non-perishable)	1-2 Business Days (Model A). Same Day to 1 Business Day (Model B).	Distinguish clearly between perishable and non-perishable at listing. Non-perishable organic food: standard dispatch SLA applies.
Perishable Products (fresh; chilled; frozen; raw botanicals)	MANDATORY 24 HOURS from Order Confirmation (Models A and B). If dispatch is impossible within 24 hours: vendor must cancel the order and issue a full refund BEFORE the 24-hour window expires.	No exceptions to the 24-hour perishable dispatch SLA under any circumstances. See Part IV for cold chain packaging requirements.
Electronics & Clean Energy Products	1-3 Business Days (Model A). 1-2 Business Days (Model B).	DHL DGR compliance check applies to lithium battery products at Model B hub intake — allow additional 4 hours.
Lithium Battery Products (EV accessories; power stations; laptops; phones; e-bikes)	1-3 Business Days (Model A). 1-2 Business Days (Model B).	Mandatory IATA DGR PI 965/966/967/968/969/970 compliance — vendor must include UN3480/UN3481/UN3090/UN3091 declarations. Model B: DHL hub DGR inspection required.
Renewable Energy Products (solar panels; inverters; wind turbines)	3-7 Business Days (Model A). 2-4 Business Days (Model B).	Oversize/overweight routing applies. IEC certification documentation required at Model B hub intake.
Handcrafted / Artisan / Custom-Made Products	As stated in listing (up to 14 Business Days). Model A only.	Production time must be prominently disclosed. Buyers may cancel without penalty before dispatch.
Pre-Order Products	As stated in listing.	Real-time updates required in Vendor Portal. Changes > 14 Business Days require buyer notification and cancellation option.
Digital / Electronic Delivery	Immediate — within 30 minutes of Order Confirmation.	Delivered via AqNova platform digital delivery system. No physical shipping required.
Dangerous Goods / Regulated Items (aerosols; restricted chemicals)	1-2 Business Days (Model A). 1-2 Business Days (Model B) — subject to DGR check.	DGR compliance documentation must accompany the shipment. Model B: pre-notify hub operations at vendors@aqnova.co before inbound DGR shipments.
Enterprise / Wholesale Orders	As negotiated in writing.	Contact vendors@aqnova.co with subject "Wholesale Order Routing — [Vendor Name]" before listing wholesale quantities.

6.2 Regional Delivery Windows — Vendor Reference Matrix

All delivery windows below are estimated calendar days from DISPATCH (not from Order Confirmation). Dispatch SLA adds to these windows. Model B (DHL Hub) windows assume product is in stock at the nearest hub to the buyer. Model A (Vendor-Direct) windows assume air freight from the vendor's location to the destination.

Destination Region	DHL Hub Serving	Model A (Vendor-Direct)	Model B (DHL Hub)	Dispatch SLA	Key Variables & Peak Season Adjustments
NORTH AMERICA
USA — Domestic	Hub 1 (LA/Dallas)	3-7 days	1-3 days	1-3 BD	Hawaii/Alaska: +2-4 days. APO/FPO: up to 14 days. Peak Nov-Jan: add 2-5 days.
USA — International Vendor	Hub 1 (LA/Dallas)	7-21 days	2-4 days	1-3 BD	CBP customs: +1-3 days. Section 301 China tariffs apply. Peak Nov-Jan: +30-70%.
Canada — All Provinces	Hub 1 (LA/Dallas)*	7-14 days	2-5 days	1-3 BD	*Hub 12 (Toronto) planned. CBSA: +1-4 days. Remote northern: +5-10 days. Peak Nov-Jan: +3-7 days.
Mexico	Hub 1 (Dallas) → DHL Mexico	10-21 days	2-5 days	1-3 BD	ANAM customs: +1-5 days. 16% IVA. USMCA preferential for US/CA-origin goods.
EUROPE & UK
UK — All regions	Hub 2 (Leipzig/Amsterdam)	5-12 days	2-5 days	1-3 BD	HMRC CDS customs: +1-3 days. UK VAT at checkout. NI Windsor Framework. Peak Nov-Jan: +2-4 days.
EU Western (DE; FR; NL; BE; AT; ES; IT)	Hub 2 (Leipzig)	5-10 days	1-3 days	1-3 BD	IOSS registered. Intra-EU hub orders: domestic-equivalent. Peak Nov-Jan: +2-4 days.
EU Eastern (PL; CZ; RO; HU; BG; HR; Baltics)	Hub 2 (Leipzig)	7-14 days	2-4 days	1-3 BD	All EU Customs Union — no per-order customs for EU-origin hub goods. Peak: +2-4 days.
Scandinavia & Nordic (SE; DK; FI; NO; IS)	Hub 2 (Leipzig)	7-12 days	2-4 days	1-3 BD	Norway/Iceland not EU Customs Union: +1-3 days border. Christmas peak (Nov-Dec): +3-5 days.
MIDDLE EAST & MENA
UAE; KSA; Qatar; Kuwait; Bahrain; Oman	Hub 3 (Dubai Jebel Ali)	7-15 days	1-3 days	1-2 BD	SASO certificate required for KSA regulated goods. UAE VAT 5%; KSA VAT 15% at checkout. Ramadan: +2-4 days.
Jordan; Lebanon; wider MENA	Hub 3 (Dubai) → Aramex	10-18 days	3-6 days	1-3 BD	Jordan/Lebanon customs: +2-6 days. Aramex last-mile. Ramadan/Eid peak: +3-5 days.
Egypt	Hub 3 (Dubai) → DHL Egypt	10-18 days	4-8 days	1-3 BD	EDA inspection for health products. Arabic documentation requirements. High customs variability.
AFRICA
Nigeria — Lagos/Abuja metro	Hub 8 (Lagos Free Zone)	14-28 days	4-8 days	1-3 BD	NCS clearance: +3-10 days. NAFDAC at hub intake (+3-7 days for regulated goods). Intermittent port delays.
Nigeria — Other cities/Upcountry	Hub 8 → GIG Logistics/Kwik	14-35 days	7-14 days	1-3 BD	Inter-state road infrastructure variability. Last-mile via GIG Logistics. Allow maximum SLA.
Ghana; Ivory Coast; Senegal; Cameroon	Hub 8 (Accra) → regional	14-35 days	6-14 days	1-3 BD	GRA customs +2-7 days. ECOWAS routing. Francophone: French documentation required.
Kenya; Tanzania; Uganda; Rwanda; Ethiopia	Hub 9 (Nairobi)	14-35 days	5-12 days	1-3 BD	KRA customs +2-7 days. KEBS inspection. EAC protocols. Variable road infrastructure.
South Africa — Major metros (JNB; CPT; DUR)	Hub 9 (Johannesburg)	14-21 days	4-7 days	1-3 BD	SARS customs +2-7 days. VAT 15%. Load-shedding may affect distribution centre ops.
Southern Africa (Zimbabwe; Zambia; Mozambique; Botswana)	Hub 9 (JNB) → regional	18-35 days	7-14 days	1-3 BD	SADC routing. Varying road infrastructure. Consult logistics team before listing.
ASIA
Singapore & Hong Kong	Hub 4 (SIN) / Hub 5 (HKG)	7-14 days	1-2 days	1-2 BD	Fastest delivery markets. SG Customs often same-day. HK: 0-1 day clearance.
Japan	Hub 5 (HKG → NRT)	7-14 days	2-4 days	1-2 BD	Japan Customs: +1-3 days. JCT 10%. Golden Week/Obon: +3-5 days. Spring Festival CN: +2-3 days.
South Korea	Hub 5 (HKG → ICN)	7-14 days	2-3 days	1-2 BD	KCS +1-3 days. MFDS check for health/beauty. Chuseok/Lunar New Year: +3-5 days.
China — Mainland	Hub 5 (Shanghai/PVG)	10-25 days	4-8 days	1-3 BD	GACC: +2-7 days. GACC food registration for applicable goods. Golden Week/Spring Festival: +5-10 days.
India — Tier 1 Cities (Mumbai; Delhi; Bangalore; Chennai)	Hub 7 (BOM/DEL)	10-21 days	3-6 days	1-3 BD	CBIC: +2-7 days. BIS/FSSAI verification. GST TCS 1%. Diwali season: +3-5 days.
India — Tier 2/3 & Rural	Hub 7 → Delhivery/DTDC	14-28 days	6-12 days	1-3 BD	Pin-code serviceability check. Remote NE India: up to 18 days. Monsoon season: +2-4 days.
Malaysia; Thailand; Vietnam; Cambodia	Hub 4 (Singapore)	10-21 days	2-6 days	1-3 BD	Customs Dept MY: +1-3 days. FDA Thailand regulated goods. Evolving e-commerce import regulations VN.
Indonesia; Philippines	Hub 4 (SIN) → J&T/Ninja Van	10-21 days	3-6 days	1-3 BD	BPOM (Indonesia) health products: +3-10 days. BOC Philippines +1-4 days. Island archipelago routing.
ASIA-PACIFIC
Australia — Major cities	Hub 6 (Sydney/Melbourne)	10-20 days	2-5 days	1-3 BD	ABF + DAFF biosecurity: +1-5 days for organic/agricultural products. GST 10% at checkout.
Australia — Remote WA; NT	Hub 6 → Australia Post regional	10-25 days	5-9 days	1-3 BD	Remote surcharge applies. Australia Post for outback delivery. DAFF same biosecurity SLA.
New Zealand	Hub 6 (SYD → NZ Post)	10-18 days	3-6 days	1-3 BD	MPI biosecurity: +1-3 days. GST 15% at checkout. South Island: +1-2 additional days.
LATIN AMERICA
Brazil — São Paulo/Rio metro	Hub 10 (GRU São Paulo)	15-30 days	5-10 days	1-3 BD	Receita Federal: +5-15 days — most complex customs in South America. BRL 50 de minimis postal rule.
Brazil — Remote (Amazonian states)	Hub 10 → Correios/Loggi	21-45 days	10-21 days	1-3 BD	Amazonian infrastructure significantly limits timelines. ANVISA inspection for regulated goods.
Colombia; Peru; Ecuador; Bolivia	Hub 10 (Bogotá node)	14-25 days	5-10 days	1-3 BD	DIAN/SUNAT customs: +2-8 days. USMCA adjacent preferential rates where applicable.
Chile; Argentina; Uruguay	Hub 10 (GRU → regional)	15-30 days	5-12 days	1-3 BD	Chile SNA customs; Argentina AFIP/SIRA import restrictions. Uruguay DGEAM. Carnival season: +3-5 days.

PART VII \| PROHIBITED & RESTRICTED MATERIALS — ABSOLUTE PROHIBITIONS, CONDITIONAL RESTRICTIONS & DGR

7.1 Absolutely Prohibited — No Exceptions Under Any Circumstances

The items below are absolutely prohibited on the AqNova Marketplace under all circumstances. Listing, selling, or attempting to ship any item in this category results in immediate permanent account termination, forfeiture of all pending payouts, and referral to the relevant authorities. There are no exceptions, no appeals on the merits, and no reinstatement pathway.

Field	Detail
Explosives — IATA DGR Class 1	All Class 1 explosives including: fireworks; pyrotechnics; gunpowder; ammunition for firearms; blasting caps; detonators; military ordnance. Includes "novelty" or "decorative" fireworks products regardless of energy output classification.
Radioactive Materials — IATA DGR Class 7	All radioactive materials. Includes: uranium and thorium ores; radioactive pharmaceuticals (unless licensed nuclear medicine transport — not available on AqNova platform); radioactive industrial equipment; radioactive waste.
Infectious Substances Category A — IATA DGR Class 6.2 Category A	Biological agents capable of causing permanent disability or life-threatening disease in humans or animals. Includes: Variola virus; Bacillus anthracis (weaponized); Yersinia pestis (weaponized). Clinical diagnostic specimens (Category B) may be eligible via the DGR restricted items process — contact compliance@aqnova.co.
CBRN Weapons and Dual-Use Precursors	Chemical; biological; radiological; or nuclear weapons or components. Chemical precursors on restricted lists under the Chemical Weapons Convention. Biological agents with weaponization potential. Nuclear materials.
CITES Appendix I Species and Products	Products made from or containing species listed on CITES Appendix I (most endangered species). Includes: ivory; rhinoceros horn; tiger parts; elephant skin leather; certain exotic leathers; fresh or dried CITES I specimens; living CITES I animals. CITES Appendix II products: see conditional restrictions in §7.2.
Counterfeit and Trademark-Infringing Goods	Goods that infringe any third-party trademark; copyright; patent; or other intellectual property right. Replica items representing themselves as authentic branded goods. Unauthorized copies of software; music; films; or other copyrighted works.
Illegal Drugs and Narcotics	Controlled substances in any jurisdiction where the goods will be shipped. Includes: cocaine; heroin; methamphetamine; fentanyl and analogues; MDMA; LSD; cannabis (in jurisdictions where illegal); psilocybin mushrooms; synthetic cannabinoids (regardless of claimed "legal" status). CBD/hemp products: see §7.2 Conditional Restrictions.
Child Sexual Abuse Material (CSAM) and Exploitation Content	Any content that depicts or facilitates the sexual exploitation of minors. Includes physical items; digital content; and any material that promotes or normalizes the abuse or sexualization of children.
Human Remains and Organs (Unlicensed)	Human remains; organs; and tissue outside of licensed medical/scientific transport channels. Licensed funeral industry shipments: not supported on the AqNova platform.
Stolen and Misappropriated Goods	Goods that the vendor does not have lawful title to. Goods obtained through theft; fraud; or misappropriation. Goods subject to an outstanding legal dispute over ownership.
Currency; Monetary Instruments; Blank Financial Documents	Cash currency; blank checks; money orders; unissued treasury instruments; blank financial documents capable of use for money laundering.
Unregistered Weapons and Firearm Components	Unregistered firearms; ghost guns; untraceable firearm components; conversion kits; bump stocks; silencers (suppressors) without applicable federal/state license (US); firearms prohibited under applicable law in the destination country.
Products Bearing AqNova Branding Without Authorization	Any product bearing AqNova's trademarks; trade dress; logo; or branding without express written authorization from Arivon Holding Corporation.

7.2 Conditionally Restricted — Eligible With Required Documentation or Approval

Conditionally Restricted Item	Conditions for Eligibility	Key Regulatory Framework
Lithium Batteries (standalone)	Eligible with IATA DGR PI 965/968/PI 967/970 compliance documentation. UN3480 (lithium-ion standalone) / UN3090 (lithium metal standalone). Maximum 2 packages per order for standalone battery shipments without special DGR carrier arrangement. Watt-hour limits by mode (air) apply. All batteries must pass UN 38.3 testing. Model B: DGR inspection at hub intake.	IATA DGR Section II conditions
Aerosols and Pressurized Containers	Eligible if: non-flammable propellant; contents not toxic (Class 2.2 non-flammable gas); container meets UN pressure specifications; UN 1950 label applied. Flammable aerosols (Class 2.1): restricted to road freight only (ADR P003 European road; not air or sea). Non-flammable compressed gas products (medical; industrial): full Class 2.2 DGR compliance required.	IATA DGR; IMDG; ADR (Europe road)
CBD / Hemp Products (containing cannabidiol)	Eligible in jurisdictions where CBD/hemp products are legal. Vendor must: hold applicable license in country of origin; ensure the product contains less than 0.3% THC (US); 0.2% THC (EU/UK); or the applicable local threshold. Shipment prohibited to countries where CBD is illegal. COA (Certificate of Analysis) from an accredited laboratory must be on file with AqNova compliance. Do not ship CBD products to countries without clear legal framework — contact compliance@aqnova.co.	FDA (US); Novel Food EU; MHRA (UK)
Alcohol (Wine; Beer; Spirits)	Eligible where vendor holds applicable alcohol export license. Cannot be shipped to Islamic countries where alcohol is prohibited (Saudi Arabia; UAE — Dubai partial exception for licensed retailers; Kuwait; Iran; Qatar; Pakistan). Age verification at delivery required in all jurisdictions. US: state-by-state regulations; many states restrict direct-to-consumer shipping. UK: Alcohol licence required. Germany: online alcohol sales regulations apply.	TTB (US); HMRC (UK); local licensing
Tobacco; Vaping; E-Cigarettes	Eligible where vendor holds applicable tobacco/nicotine product license. Prohibited in countries with blanket tobacco import bans (where applicable). US: FDA CTP (Center for Tobacco Products) PMTA authorization required for any new tobacco/vaping products. EU: TPD (Tobacco Products Directive) compliance; nicotine concentration limits. Australia: e-cigarette liquid with nicotine: prescription-only import. India: e-cigarettes: prohibited.	FDA (US); EU TPD; MOHAP (UAE)
Cosmetics and Skincare (natural/organic ingredients)	Eligible with applicable safety assessment in destination market. EU: CPNP (Cosmetic Products Notification Portal) notification required before sale in EU. US: FDA cosmetic labeling requirements. Australia: Therapeutic Goods Act applies to some products (sunscreen; anti-bacterial). India: Drugs and Cosmetics Act. Saudi Arabia/UAE: DHA/MOHAP registration. Products containing regulated ingredients (retinoids; AHAs above certain %): may be classified as drugs in some markets.	EU CPNP; FDA; TGA; CDSCO India
Food Supplements; Nutritional Products; Nutraceuticals	Eligible with product registration where required. US: FDA DSHEA compliance; cGMP manufacturing required. EU: food supplement notification in each member state; Novel Food assessment for new ingredients. Australia: TGA Listed Medicine or TGA Registered Medicine depending on claims. India: FSSAI license. Nigeria: NAFDAC registration. Saudi Arabia: SFDA food supplement registration.	FDA; EFSA; TGA; FSSAI; NAFDAC
CITES Appendix II Species and Products	Eligible where vendor holds valid CITES export permit from the country of origin and the destination country CITES import permit (where required). Products must be accompanied by copies of CITES permits. Products made from Appendix II rosewood; certain reptile skins; certain orchids; certain timber species.	CITES Management Authority (country of origin)
Knives; Bladed Products; Tools	Eligible as kitchen/culinary; craft/hobby; outdoor/survival tools where the product is not marketed as a weapon. UK: specific restrictions on blade length and lock-knife restrictions. Germany: switchblades and gravity knives prohibited. Australia: various state restrictions. Martial arts weapons: subject to destination-country restrictions. Firearms accessories (slings; cases; cleaning kits): eligible where the underlying firearm is legal in the destination.	UK Offensive Weapons Act; various national laws
Drones; UAVs; FPV Equipment	Eligible subject to destination-country drone registration and operator requirements. EU: EASA drone regulations require registration for most drones above 250g. US: FAA registration for drones above 250g. Australia: CASA restrictions. China: CAAC drone regulations. Products must not include prohibited frequencies or jamming capabilities. Drone camera resolution restrictions: applicable in some countries.	EASA; FAA; CASA; CAAC
Prescription Medicines; OTC Medicines	Prescription medicines: not eligible for direct-to-consumer sale on AqNova Marketplace — AqNova does not support online pharmacy operations. OTC (Over-the-Counter) medicines: eligible where the product is licensed for OTC sale in the destination market. Vendors listing health products must clearly distinguish "supplement" (food supplement) from "medicine" claims — incorrect claims expose the vendor to regulatory liability.	FDA; EMA; TGA; MHRA; CDSCO India
Endangered Timber (CITES; Lacey Act)	Solid wood products; furniture; musical instruments; and flooring made from timber species listed under CITES Appendix II or restricted under the US Lacey Act (amended 2008) or EU Timber Regulation (995/2010). Rosewood (Dalbergia spp.): CITES Appendix II — export permit required from country of origin for any shipment. FSC-certified timber: preferred for all AqNova wood products.	CITES; US Lacey Act; EU EUTR

PART VIII \| SOPS 2-6 — CUSTOMS DOCUMENTATION; DGR; COLD CHAIN; CLAIMS; DELAY NOTIFICATION

SOP 2 — Customs Documentation Preparation

Complete this SOP for every international (cross-border) shipment. Incomplete or inaccurate customs documentation is the single most common cause of customs delays, additional charges to buyers, and vendor performance penalties on AqNova.

1
STEP

Classify Your Product (HS Code)
Assign the correct Harmonized System (HS) code for each product. Minimum 6 digits for all international shipments; 8-10 digits for US; EU; UK; AU; CA; IN. Use: WCO HS 2022 (wcotradetools.org); US HTS (hts.usitc.gov); EU TARIC (trade.ec.europa.eu/tradehelp). Verify that the HS code accurately reflects the product's composition and function. Save the HS code in your product record in the Vendor Portal — it auto-populates to customs documents.

2
STEP

Prepare the Commercial Invoice
Create a commercial invoice using the AqNova Vendor Portal invoice template (Vendor Portal → Orders → [Order #] → Print Customs Invoice) or your own format containing ALL required fields: seller name/address; buyer name/address; invoice number; date; HS code (per line item); complete product description (sufficient for customs classification — not just "cosmetic" but "organic shea butter, unrefined, cosmetic grade, 500g, for personal care"); quantity; unit value; total value; currency; country of origin; declared purpose (Sale — E-commerce). Do not write "Gift" on a commercial sale.

3 STEP	Prepare Packing List (if multi-item or high value) Required for shipments containing 2+ different products or total value above USD $200. List each item separately with: description; HS code; quantity per item; unit weight; unit dimensions; total weight per item. Outer carton totals: total gross weight; total dimensions.

4
STEP

Check for Country-Specific Certificates
Consult the country-specific requirements table in Part V §5.4. Does your destination require: NAFDAC (Nigeria food/health products); SASO/SALEEM (Saudi Arabia electronics/consumer goods); BIS (India electronics/toys); FSSAI (India food); FDA Prior Notice (USA food/supplements/cosmetics); CE/UKCA marking (EU/UK electronics/toys/PPE); COO for FTA preferential tariff? Gather and include all applicable certificates. Vendors who fail to include required certificates cause customs holds — the delay is attributed to vendor non-compliance.

5
STEP

Attach Documents to Shipment
Print all documents. Place commercial invoice; packing list; and all certificates in a transparent document pouch. Securely adhere the pouch to the outside of the package where it will not be covered by tape or obscured. For DHL Paperless Trade (available for DHL Express): upload documents to MyDHL+ before booking — physical document pouch still recommended as backup for complex customs clearance destinations.

SOP 3 — DGR (Dangerous Goods) Shipment Procedure

Shipping undeclared dangerous goods is a serious criminal offense in most jurisdictions. It also endangers carrier personnel, other cargo, and aircraft. AqNova conducts random DGR compliance audits on all shipments. Any vendor found to have shipped undeclared DGR faces immediate permanent account termination and referral to the relevant aviation authority.

1
STEP

Classify the Dangerous Good
Determine the IATA DGR classification of your product. Key classes relevant to AqNova product categories: Class 3 (flammable liquids — perfumes; alcohol-based products; certain solvents); Class 4.1 (flammable solids — certain matches; metallic powders); Class 5.1 (oxidizers — some bleaching products); Class 8 (corrosives — certain cleaning agents; batteries); Class 9 (miscellaneous — lithium batteries; dry ice; certain consumer products). IATA DGR manual: available at iata.org/dgr.

2
STEP

Verify Carrier Acceptability
Check with your carrier (DHL; FedEx; UPS) that they accept the specific UN number for air transport. Some DGR items are only accepted via road or sea freight. DHL Express: DGR Quick Reference Guide available at dhl.com/dgr. Shipments that cannot be accepted via the carrier's standard service must use a specialist DGR freight forwarder — or cannot be listed on AqNova if no compliant shipping pathway exists.

3
STEP

Use UN-Certified Packaging
UN-certified packaging is mandatory for all Packing Instructions (PI) that require it. UN-certified packaging is marked with the UN certification mark (circle-UN). Lithium batteries: inner packaging must prevent short-circuit; batteries must be of a type that have successfully passed UN 38.3 testing; quantity limits per package apply by PI. Dry ice: inner packaging must allow CO2 gas to escape; weight per package restricted for air transport.

4
STEP

Complete Shipper's Declaration for DGR
For fully regulated DGR items: a Shipper's Declaration for Dangerous Goods (SDDG) must be completed. SDDG must be: typed (not handwritten); signed by the vendor; in English; include UN number; proper shipping name; packing group; quantity per package; number of packages; aggregate quantity; packing instruction reference; type of packaging; and emergency contact phone number. AqNova DHL template: available in Vendor Portal → Documents → DGR Shipper Declaration.

5
STEP

Model B Hub Pre-Notification (DHL Hub Network Vendors)
If shipping via Model B: notify hub operations at vendors@aqnova.co at least 48 hours before inbound DGR bulk shipment arrives at hub. Subject: "DGR Inbound Notice — [Vendor Name] — [Hub #] — [UN Number] — [Expected Arrival Date]". DHL hub conducts DGR compliance inspection on arrival. Non-compliant DGR shipments are quarantined — vendor bears all quarantine and return costs.

SOP 4 — Cold Chain Preparation

1
STEP

Verify Temperature Requirement
Confirm the required temperature range for your product (see Part IV §4.1: Frozen; Refrigerated; Controlled Cool; Controlled Room Temperature). If the product has a manufacturer-specified storage temperature: use that specification. If uncertain: contact the product supplier for storage temperature data. Incorrect temperature classification that leads to product degradation: vendor bears full refund cost.

2 STEP	Pre-Condition Packaging For Frozen: pre-cool EPS container at 4°C for minimum 2 hours before packing. Place pre-frozen gel packs or dry ice in container. For Refrigerated: pre-cool EPS container. Use gel packs pre-frozen at -20°C for minimum 48 hours. For tropical destinations (West Africa; South Asia; Middle East; SE Asia): use 1.5× standard gel pack quantity.

3 STEP	Pack the Product Wrap product in food-safe liner or freezer bag. Pack into pre-conditioned insulated container with minimum 4cm of insulation between product and container walls. Add temperature monitor/data logger for shipments above USD $100 value — place visibly accessible near the product. Seal inner pack per temperature category requirements.

4 STEP	Label and Dispatch (24-Hour Rule) Apply temperature labels to minimum two sides of outer package. Complete all customs documentation including any required food safety certificates. Hand to cold chain carrier WITHIN 24 HOURS of Order Confirmation. No exceptions. Confirm tracking number uploaded to Vendor Portal within 2 hours of cold chain handover.

SOP 5 — Lost or Damaged in Transit Claims

1 STEP	Buyer Reports Issue Buyer contacts AqNova via: My Orders → [Order #] → Contact Support → Delivery Issue (lost) or Item Arrived Damaged (damaged). AqNova acknowledges within 24 hours. Vendor receives notification in Vendor Portal → Orders → Disputes.

2 STEP	Vendor Initial Response (within 48 hours of notification) Vendor must respond in Vendor Portal → Disputes → [Dispute #] within 48 hours with: (a) confirmation of dispatch date and tracking number; (b) carrier used; (c) pre-dispatch photograph of packaged item; (d) any known carrier exceptions or delay events (customs hold; weather disruption; etc.)

3 STEP	Carrier Investigation Model A: vendor files formal lost/damage investigation with their carrier directly. Carrier investigation timeline: 3-7 Business Days for most carriers. Vendor submits carrier investigation reference number to AqNova Vendor Portal. Model B (DHL Hub): AqNova coordinates DHL investigation directly — vendor need not contact DHL separately.

4
STEP

Resolution
Lost — carrier confirms loss: AqNova issues full refund to buyer within 5 Business Days. Model A: AqNova may debit vendor payout reserve pending vendor's own carrier liability claim. Damaged: buyer photographs reviewed by AqNova. Packaging failure confirmed as cause: vendor bears full replacement/refund cost. Carrier damage confirmed (adequate packaging; carrier handling failure): carrier liability claim pursued; AqNova issues refund to buyer and coordinates recovery from carrier.

SOP 6 — Dispatch Delay Notification

1 STEP	Identify the Delay A delay exists when: you will not dispatch within the processing time stated in your Vendor Portal settings; OR you will not dispatch within AqNova's category default SLA (whichever is shorter). Identify the delay at the earliest possible moment — not after the window has already passed.

2 STEP	Notify Buyer Within 24 Hours Vendor Portal → Orders → [Order #] → Message Buyer. Message must include: reason for delay (honest and specific); new expected dispatch date; confirmation that the buyer may cancel the order and receive a full refund if they do not wish to wait. Send an identical notification email to the buyer via the AqNova messaging system.

3 STEP	Update Vendor Portal Order Record Update the expected dispatch date in Vendor Portal → Orders → [Order #] → Update Processing Time. AqNova's system automatically notifies the buyer of the updated estimated delivery window.

4 STEP	US-Specific FTC 30-Day Rule Compliance For US orders: if dispatch will be more than 30 days after Order Confirmation (or more than 30 days from the stated window, if a specific window was given): the vendor must notify the buyer with an unconditional right to cancel under FTC 16 C.F.R. Part 435. Failure to comply is a federal consumer protection violation and an AqNova platform violation.

PART IX \| VENDOR PERFORMANCE STANDARDS, KPIS & ENFORCEMENT

9.1 Vendor Shipping KPIs — Targets and Thresholds

KPI	Definition	Thresholds
On-Time Dispatch Rate	Percentage of orders dispatched within the vendor's stated processing time and within the applicable SLA.	Target: ≥96%. Warning: 92-95.9%. Review: 88-91.9%. Suspension Risk: <88%.
Tracking Upload Compliance	Percentage of orders for which a valid tracking number is uploaded to the Vendor Portal within 24 hours of physical dispatch.	Target: ≥99%. Warning: 95-98.9%. Review: 90-94.9%. Restriction Applied: <90%.
Late Dispatch Rate	Percentage of orders dispatched after the stated processing time (= 100% minus on-time dispatch rate).	Target: ≤4%. Warning: 4.1-8%. Review: 8.1-12%. Suspension Risk: >12%.
Failed Delivery Rate	Percentage of orders where delivery is not completed on the first attempt and the order is returned to sender or abandoned.	Target: ≤3%. Warning: 3.1-6%. Review: 6.1-10%. Suspension Risk: >10%.
Transit Damage Rate	Percentage of delivered orders for which a transit damage claim is successfully raised by the buyer.	Target: ≤1%. Warning: 1.1-3%. Review: 3.1-5%. Packaging Review Required: >5%.
Customs Documentation Accuracy	Percentage of international shipments where customs documentation is complete, accurate, and results in clearance without hold or rejection.	Target: ≥99%. Any customs hold attributed to vendor documentation error: logged as a documentation accuracy event.
Buyer Shipping Satisfaction Score	Average star rating (1-5) by buyers specifically for shipping experience (packaging; dispatch speed; delivery).	Target: ≥4.2/5.0. Warning: 3.8-4.19. Review: 3.5-3.79. Performance Review: <3.5.

9.2 Progressive Enforcement Framework

Field	Detail
Level 1 — Performance Alert	Trigger: any KPI enters the Warning zone for 2 consecutive 30-day rolling periods. Action: Automated Performance Alert issued via Vendor Portal and email. No immediate restriction. Vendor has 30 days to return the KPI to Target range. AqNova Vendor Success team reaches out to offer shipping optimization guidance.
Level 2 — Performance Review	Trigger: any KPI enters the Review zone in any 30-day rolling period; OR any KPI remains in Warning zone for 3 consecutive 30-day periods. Action: Vendor Performance Review initiated. AqNova VP Logistics or designated Vendor Success lead contacts vendor within 5 Business Days. Vendor must submit a written Corrective Action Plan within 10 Business Days. Listings may be deprioritized in search results during the review period.
Level 3 — Listing Restrictions	Trigger: (a) Corrective Action Plan submitted but KPI not returned to at least Warning zone within 30 days; OR (b) any KPI enters Suspension Risk zone for the first time. Action: New listing creation suspended. Existing listings may be restricted from appearing in search results. Vendor may continue fulfilling existing orders.
Level 4 — Account Suspension (30-day)	Trigger: (a) any KPI remains in Suspension Risk zone for 2 consecutive 30-day periods; OR (b) a Level 3 Corrective Action Plan is not submitted on time. Action: all listings suspended for 30 days. All new orders blocked. Existing orders in fulfillment may be completed. Vendor must submit a comprehensive Corrective Action Plan with evidence of root cause resolution before reinstatement.
Level 5 — Permanent Account Termination	Trigger: (a) repeated Level 4 suspensions (3 suspensions within any 12-month period); OR (b) any of the Absolute Prohibitions in Part VII §7.1 are found to have been violated; OR (c) deliberate customs fraud (undervaluation; misdescription); OR (d) export control violations; OR (e) any action by the vendor that creates legal; regulatory; or reputational risk to AqNova. Action: immediate permanent account termination; forfeiture of pending payouts (subject to dispute resolution rights); referral to relevant authorities where applicable.

APPENDICES \| CARRIER INTEGRATION LIST, DHL HUB REFERENCE & VERSION HISTORY

Appendix A — DHL 10-Hub Network Quick Reference

Hub #	Region	Gateway City / Airport	Phase	Key Markets Served
Hub 1	North America	Los Angeles (LAX) + Dallas (DFW)	Phase 1 — Active	USA (all 50 states); Canada; Mexico; Caribbean; Central America
Hub 2	Europe & UK	Leipzig (LEJ — DHL Super-Hub) + Amsterdam (AMS)	Phase 1 — Active	EU27; United Kingdom; Switzerland; Norway; Nordics; Eastern Europe; Balkans
Hub 3	Middle East & MENA	Dubai — Jebel Ali Free Zone + Bahrain (BAH)	Phase 1 — Active	UAE; Saudi Arabia; Qatar; Kuwait; Bahrain; Oman; Jordan; Lebanon; wider MENA
Hub 4	Southeast Asia	Singapore — Changi Airport (SIN)	Phase 1 — Active	Singapore; Malaysia; Thailand; Indonesia; Philippines; Vietnam; Cambodia; Myanmar; Brunei
Hub 5	East Asia	Hong Kong (HKG) + Shanghai (PVG)	Phase 1 Extended	China Mainland; Hong Kong; Macau; Japan; South Korea; Taiwan
Hub 6	Australia & Pacific	Sydney (SYD) + Melbourne (MEL)	Phase 1 Extended	Australia (all states); New Zealand; Pacific Islands (Fiji; Samoa; PNG; Micronesia)
Hub 7	South Asia	Mumbai (BOM/JNPT) + New Delhi (DEL)	Phase 2 — Active	India (all states); Sri Lanka; Bangladesh; Pakistan; Nepal; Maldives; Bhutan
Hub 8	West Africa	Lagos Free Zone (LOS) + Accra (ACC)	Phase 2 — Active	Nigeria; Ghana; Ivory Coast; Senegal; Cameroon; Benin; Togo; 15+ West African nations
Hub 9	East & Southern Africa	Nairobi (NBO) + Johannesburg (JNB)	Phase 2 — Active	Kenya; Tanzania; Uganda; Rwanda; Ethiopia; South Africa; Mozambique; Zambia; Zimbabwe; 15+ nations
Hub 10	South America	São Paulo (GRU) + Bogotá (BOG)	Phase 2 — Launching	Brazil; Colombia; Chile; Argentina; Peru; Ecuador; Bolivia; Uruguay; all South American nations

Appendix B — Carrier Integration Reference

Carrier / Platform	Integration Type	Best Use Case
DHL Express	Native AqNova integration. Full tracking; DHL 10-hub network access; customs brokerage; DHL GoGreen. 220+ countries.	AqNova preferred partner. Best for: time-sensitive international; high-value; Africa; Middle East; Model B hub enrollment.
DHL eCommerce	Native AqNova integration. Economy B2C parcel. Best for: standard consumer goods at volume.	Preferred for Model B high-volume operations; Hub 8/9 Africa operations.
FedEx	Native AqNova integration. FedEx Express; FedEx Ground; FedEx International Priority; InternationalConnect Plus.	Strong US domestic and global express. Best for: high-value; time-sensitive; US domestic B2B.
UPS	Native AqNova integration. UPS Ground; UPS Worldwide Express; UPS Access Point.	Strong US/Canada/EU. UPS My Choice delivery flexibility. Competitive B2B rates.
USPS (via EasyPost/Stamps.com)	Native AqNova integration. Priority Mail; First Class Package; Priority Mail Express.	Lowest cost US domestic. US small-packet international. Not for DGR or cold chain.
Canada Post	Via Shippo or direct API. Expedited Parcel; Xpresspost; Priority.	Essential for Canadian vendors. Purolator partnership for rural Canada.
Australia Post	Via Shippo. eParcel; Express Post; International Economy.	Essential for Australian vendors. Strong domestic and Pacific island coverage.
Aramex	Direct API. Middle East; Africa; South Asia specialist.	Essential for Gulf; MENA; East Africa; South Asia. Superior last-mile in Aramex-dominant markets.
Ninja Van / J&T Express	Via regional API. Southeast Asia last-mile specialists.	Essential for Indonesian island routing and Philippine provinces.
Shippo	Multi-carrier aggregator. 50+ carriers via single API.	Best single-API solution for vendors shipping with multiple carriers. Rate discounting. Easy setup.
Delhivery / Blue Dart	Delhivery: DHL subsidiary native. Blue Dart: via Shippo. India domestic.	Essential for Indian domestic market. Superior pin-code coverage Tier 3 cities + rural.
GIG Logistics	Via regional API. Nigeria domestic specialist.	Essential for Nigeria upcountry delivery from Hub 8.
AfterShip	Multi-carrier aggregator and tracking platform. 100+ carriers.	Advanced tracking; notification; and analytics. Best for high-volume multi-carrier analytics.

Appendix C — Version History & Approval Log

Version	Date	Summary	Approved By
1.0	June 2026	Initial Release. AqNova CARGO Framework (5 principles: Compliant Packaging; Accurate Customs; Regional SLA Standards; Global Carrier Integration DHL Preferred; Operational Excellence). Reference Policy: AqNova Shipping & Delivery Policy v5.0. SOP 1: 6-step carrier setup and pre-shipping onboarding. Part III Packaging: general requirements (single-wall vs. double-wall specs; inner fill minimum 5cm; H-tape method; prohibited fill materials; poly mailer specs; weight/dimension accuracy; pre-dispatch photograph requirement); AqNova Sustainability Packaging Standards (eliminate single-use plastics by Dec 2026; right-size packaging; FSC-certified materials; sustainable inks; annual packaging sustainability report); labeling requirements (100mm×150mm thermal; handling marks; customs document pouch; country of origin marking); Cold Chain Part IV: 4 temperature categories (Frozen -18°C/48h; Refrigerated 2-8°C/72h; Controlled Cool 8-15°C/96h; Controlled Room Temp 15-25°C/5-7d); 24-hour perishable dispatch SLA absolute requirement; cold chain carrier requirements by region (North America; Europe; Middle East; West Africa; South/SE Asia; Australia; South America); Cross-Border Part V: commercial invoice required fields (11 fields); packing list; COO/FTA certificates; HS code assignment responsibility; AqNova marketplace facilitator VAT/GST jurisdictions; DDP vs. DDU/DAP; export control compliance table (US EAR/ITAR; EU Dual-Use Reg 2021/821; UK Export Control Act 2002; UN/multi-lateral sanctions; CITES); country-specific import requirements table (9 countries: USA FDA; EU CE/CPNP/REACH; UK UKCA; Australia ABF/DAFF/TGA; India BIS/FSSAI; Nigeria NAFDAC/NCS; Saudi Arabia SASO/SFDA/Halal; Brazil Receita Federal/INMETRO/ANVISA; UAE ESMA/MOHAP); Delivery SLA Part VI: dispatch SLA by category (11 categories); regional delivery matrix (35 destination regions × 6 columns: DHL Hub; Model A; Model B; Dispatch SLA; Peak Season Notes); Prohibited Materials Part VII: 13 absolutely prohibited categories (explosives; radioactive; CBRN; CITES Appendix I; counterfeit; illegal drugs; CSAM; human remains; stolen goods; currency; unregistered weapons; AqNova branding unauthorized); 13 conditionally restricted categories (lithium batteries; aerosols; CBD/hemp; alcohol; tobacco/vaping; cosmetics; food supplements; CITES Appendix II; knives; drones; prescription medicines; endangered timber; domestic restricted items); SOPs 2-6: Customs Documentation (5 steps); DGR (5 steps; including Model B pre-notification); Cold Chain (4 steps); Lost/Damaged Claims (4 steps); Delay Notification (4 steps with FTC 30-Day Rule); Performance Standards Part IX: 7 KPIs with targets and thresholds; 5-level progressive enforcement framework (Alert; Review; Listing Restriction; 30-day Suspension; Permanent Termination); Appendix A: DHL 10-Hub Network reference; Appendix B: 13 integrated carriers.	VP Logistics & Supply Chain (Dion Ross) + Logistics Operations / Ubon Isang (CEO)

AqNova Marketplace | Arivon Holding Corporation | EIN: 41-3210066

Vendor Shipping, Fulfillment & Logistics Standards | CARGO Framework | Version 1.0 | June 2026

Preferred Carrier: DHL Express / DHL eCommerce | dhl.com

Document Owner: VP Logistics & Supply Chain (Dion Ross) + Logistics Operations

Shipping, Fulfillment & Logistics Standards

Overview

LOGISTICS STANDARDS

1.1 Purpose and Scope

1.2 DHL — AqNova's Preferred Global Logistics Partner

3.1 General Packaging Requirements — All Products

3.2 AqNova Sustainability Packaging Standards

3.3 Labeling Requirements — All Shipments

4.1 Temperature Categories and Packaging Requirements

4.2 Cold Chain Carrier Requirements by Region

5.1 Customs Documentation — Required for Every Cross-Border Shipment

5.2 Marketplace Facilitator VAT/GST — What Vendors Need to Know

5.3 Export Control Compliance — Vendor Obligations

5.4 Key Country-Specific Import Requirements — Pre-Listing Checklist

6.1 Vendor Dispatch SLA — By Product Category

6.2 Regional Delivery Windows — Vendor Reference Matrix

7.1 Absolutely Prohibited — No Exceptions Under Any Circumstances

7.2 Conditionally Restricted — Eligible With Required Documentation or Approval

SOP 2 — Customs Documentation Preparation

SOP 3 — DGR (Dangerous Goods) Shipment Procedure

SOP 4 — Cold Chain Preparation

SOP 5 — Lost or Damaged in Transit Claims

SOP 6 — Dispatch Delay Notification

9.1 Vendor Shipping KPIs — Targets and Thresholds

9.2 Progressive Enforcement Framework

Appendix A — DHL 10-Hub Network Quick Reference

Appendix B — Carrier Integration Reference

Appendix C — Version History & Approval Log

Items (0)

Your Shopping Bag Is Empty