Last updated: June 13, 2026
These Prohibited Items & Community Guidelines (the "Guidelines") describe the standards for using the Milkyway Delivery platform safely, lawfully, and in a manner compatible with third-party courier networks.
These Guidelines apply to all Merchants, Senders, Receivers, and other users of the Milkyway platform. They are incorporated by reference into Milkyway's Terms of Service. Capitalized terms not defined here have the meanings given to them in the Terms of Service or the Package Protection Terms.
By using the Platform or submitting a Delivery Request, you agree to follow these Guidelines.
1. Nature of the Milkyway Platform
1.1 Technology platform. Milkyway X, Inc. ("Milkyway," "we," "us," or "our") operates a technology platform that helps businesses coordinate local delivery, return, transfer, and related courier requests through independent third-party courier networks.
1.2 Not a carrier or courier. Milkyway is not a carrier, courier, common carrier, bailee, warehouse, freight forwarder, logistics provider, insurer, insurance producer, or insurance provider.
1.3 No physical custody. Milkyway does not take physical custody of packages and does not directly handle, store, transport, or control packages.
1.4 Independent Couriers. Couriers are independent third parties. Milkyway does not employ, supervise, direct, or control Couriers and does not operate a dedicated delivery fleet.
1.5 No delivery guarantee. Pickup times, delivery times, delivery windows, ETAs, courier acceptance, and courier availability are estimates only. Milkyway does not guarantee specific pickup times, delivery times, delivery windows, or courier performance.
1.6 Courier-network rules. Delivery Requests may be subject to third-party courier network rules, package limits, service availability, safety restrictions, pricing, and operational requirements. Milkyway may reject, cancel, modify, or decline to submit a Delivery Request where required by courier network rules, applicable law, safety concerns, or Platform limitations.
2. Prohibited Items
Merchants may not use the Platform to send, receive, return, transfer, or coordinate delivery of prohibited, restricted, unsafe, unlawful, or misdescribed items.
The following items are prohibited and may not be shipped through the Platform:
2.1 Hazardous materials and dangerous goods. This includes explosives, flammable materials, poisonous substances, corrosive materials, radioactive materials, compressed gases, or any item regulated as hazardous material or dangerous goods under applicable law, including U.S. DOT rules.
2.2 Regulated substances. This includes cannabis, marijuana, THC products, CBD products where restricted, tobacco, nicotine products, vaping products, recreational drugs, controlled substances, or drug paraphernalia.
Alcoholic beverages (conditionally permitted; Merchant responsibility). Milkyway is a technology platform, not a delivery company. Milkyway does not employ, contract, or control any couriers or drivers. All deliveries are performed by independent third-party delivery service providers ("DSPs"), such as Uber, Roadie, and DoorDash, and their drivers. Milkyway's role is limited to transmitting order information from the Merchant's Shopify store to the DSP via API. Alcoholic beverages may be shipped only where lawful, and only by Merchants holding all licenses required for direct-to-consumer alcohol sales. For every Delivery Request containing alcohol, the Merchant is solely responsible for: (a) clearly identifying the contents as alcohol in the product description so the assigned driver is aware; (b) stating in the drop-off instructions that the driver must verify the Receiver is 21 or older with valid government-issued identification, must not leave the package unattended, and must comply with all applicable laws, including California ABC requirements; and (c) informing the driver at handoff that the package contains alcohol and confirming these delivery requirements. Alcohol shipments may not use Safe Drop-off Zones, unattended drop-off, or public-area drop-off under Section 5.4; if age verification cannot be completed, the delivery will be treated as undeliverable under Section 8. Milkyway does not verify Receiver age, does not supervise DSPs or their drivers, and assumes no responsibility or liability for the sale, transport, or delivery of alcohol, including any failure by a Merchant, driver, or Receiver to comply with applicable law. The Merchant bears sole responsibility for compliance and agrees to indemnify Milkyway for any claims arising from alcohol shipments, as further described in the Terms of Service.
2.3 Pharmaceuticals, medical products, and supplements. This includes prescription drugs, pharmaceutical products, over-the-counter medications, vitamins, supplements, medical samples, medical devices where restricted, or any item requiring special licensing, prescription handling, or regulated distribution.
2.4 Weapons and ammunition. This includes firearms, firearm parts, weapon parts, ammunition, explosives, knives where restricted, tactical weapons, self-defense weapons where restricted, or any item primarily intended to cause harm.
2.5 Financial instruments and high-risk valuables. This includes cash, money orders, gift cards, lottery tickets, transferable securities, negotiable instruments, precious metals, gemstones, jewelry, watches, or other high-risk valuables.
2.6 Illegal, counterfeit, stolen, or restricted goods. This includes counterfeit goods, stolen goods, unlawful items, materials unlawful to possess or transport, and any item that violates applicable law or third-party rights.
2.7 Perishable and temperature-sensitive goods (conditionally permitted). Temperature-Sensitive Items, including meat, seafood, caviar, dairy, baked goods, and beverages requiring refrigeration, are not Prohibited Items, but may be shipped only where: (a) the item is lawful to sell and transport without regulated cold-chain transport or special licensing; (b) the Merchant packs the item to the Cold Packing Standard; (c) the item can maintain product integrity for the full estimated transit window when packed to that standard; and (d) the shipment complies with applicable courier network rules. All packages are transported at ambient conditions. Couriers do not provide refrigerated transport and do not verify, monitor, or maintain product temperature. Temperature-Sensitive Items that cannot maintain integrity when packed to the Cold Packing Standard, that leak or risk leaking, or that create safety or sanitation risks remain prohibited. Spoilage is not eligible for reimbursement under the Package Protection Terms, and Milkyway has no responsibility for Spoilage.
2.8 People, animals, and biological materials. This includes human passengers, live animals, animal remains, human remains, organs, biological samples, blood, bodily fluids, or any biological material requiring special handling.
2.9 Other restricted items. Milkyway may prohibit additional items at any time to comply with applicable law, courier network rules, safety requirements, Package Protection limitations, or operational risk controls.
3. Package Restrictions
3.1 Weight and size limits. Unless Milkyway states otherwise in writing or through the Platform, packages must not exceed 30 pounds per trip and must fit safely in a standard mid-size vehicle trunk.
3.2 Declared value cap. Merchants may not submit a Delivery Request for any package with a Declared Value exceeding $500 USD. Any shipment above this cap is prohibited and ineligible for Package Protection.
3.3 Accurate Declared Value. Merchants must enter accurate Declared Value at the time the Delivery Request is submitted. Shipments with no Declared Value are ineligible for Package Protection.
3.4 No misdescription. Merchants may not misdescribe package contents, package value, package weight, pickup location, delivery location, Receiver information, or delivery instructions.
3.5 Multiple packages. If a Delivery Request includes multiple packages or items, the Merchant remains responsible for ensuring the full request complies with these Guidelines, the Terms of Service, the Package Protection Terms, and applicable courier network rules.
4. Packaging Requirements
4.1 Secure packaging. Merchants must securely seal, cushion, and package items for last-mile delivery conditions.
4.2 Fragile items. Fragile items must be packed with appropriate internal cushioning, external protection, and labeling where applicable.
4.3 Inadequate packaging. Damage caused by inadequate packaging, including thin-walled boxes, insufficient padding, unsealed packaging, improper labeling, loose contents, or failure to protect fragile items, is not eligible for Package Protection.
4.4 Leaking or unsafe packaging. Packages that leak, spill, smell strongly, expose contents, create safety risks, or appear unsafe may be rejected, cancelled, refused by courier networks, or handled according to courier network rules.
4.5 Temperature-sensitive packaging. Temperature-Sensitive Items must be packed to the Cold Packing Standard: an insulated container or thermal tote with frozen gel packs or ice bricks adequate for the product, sufficient to maintain product integrity for a minimum of six (6) hours of ambient transit. Packages below this standard may be rejected or cancelled, and any related Reimbursement Request will be denied under Section 4.3.
5. Merchant Responsibilities and Delivery Instructions
5.1 Merchant responsibility. Merchants are solely responsible for accurately describing shipment contents, confirming items are lawful and permitted, entering accurate Declared Value, entering accurate pickup and delivery information, and complying with these Guidelines, the Terms of Service, the Package Protection Terms, and courier network requirements.
5.2 Complete delivery information. Merchants must provide complete and accurate pickup and delivery information for each Delivery Request, including, as applicable:
- apartment, unit, suite, or floor number;
- business name or recipient name;
- gate code, callbox instructions, or building access details;
- concierge, front desk, or mailroom instructions;
- contact instructions where permitted;
- a specific Safe Drop-off Zone where permitted; and
- any other information reasonably needed for secure delivery.
5.3 Secure delivery instructions. Where the Merchant has access to secure delivery instructions, the Merchant must provide them. This may include a gate code, concierge desk, front desk, mailroom, lockbox, concealed drop-off location, or other Safe Drop-off Zone.
5.4 Public-area drop-off authorization. If the Merchant fails to provide secure access or complete instructions, and the only practical drop-off option is a public-facing area, such as a gate, sidewalk, exterior entrance, lobby, public mail area, or similarly exposed location, the Merchant authorizes the Courier to leave the package at the most accessible point permitted by the courier network.
5.5 Risk for insecure drop-off locations. To the maximum extent permitted by law, where a package is left in a public-facing, high-traffic, or insecure area because the Merchant failed to provide complete, accurate, or secure delivery instructions, the Merchant assumes the risk of theft, weather damage, tampering, or loss after drop-off.
5.6 Receiver availability. The Merchant is responsible for ensuring the Receiver is available, reachable, and able to accept delivery where the Delivery Request requires handoff, signature, access, or recipient action.
6. Package Protection and Reimbursement Eligibility
6.1 Package Protection is optional. Package Protection is an optional, limited contractual reimbursement service offered directly by Milkyway and governed by the Package Protection Terms.
6.2 Not insurance. Package Protection is not insurance. It is not an insurance policy, insurance product, surety, warranty, or guarantee of delivery. Milkyway is not an insurer, insurance producer, or insurance provider.
6.3 Package Protection Terms control. If Package Protection is enabled for a Delivery Request, eligibility, reimbursement amount, exclusions, required evidence, review process, timing, and payment are governed by the Package Protection Terms.
6.4 Ineligible items. Prohibited Items, restricted items, misdescribed items, shipments with no Declared Value, shipments with Declared Value above $500, inadequately packaged items, and losses excluded by the Package Protection Terms are not eligible for reimbursement.
6.5 Reimbursement Request. A request for reimbursement under the Package Protection Terms is called a Reimbursement Request. It is not an insurance claim.
6.6 COGS-based reimbursement. Where Package Protection applies and all conditions are met, reimbursement is calculated under the Package Protection Terms and is based on the lesser of documented cost of goods, Declared Value, the applicable plan limit, and the maximum cap stated in the Package Protection Terms. Reimbursement does not include retail markups, taxes, delivery fees, duties, restocking costs, lost sales, chargebacks, customer dissatisfaction, or consequential losses.
7. Photo Proof of Delivery and Successful Completion
7.1 PPOD. Where available or required through the Platform or courier network, Couriers may upload Photo Proof of Delivery showing the package at the Provided Address.
7.2 Successful Completion. A delivery is deemed Successfully Completed when the Courier marks it complete and uploads PPOD showing the package at the Provided Address, recorded with the Delivery Timestamp, subject to the exceptions stated in the Package Protection Terms.
7.3 Transfer of risk after PPOD. After Successful Completion, risk of loss or theft transfers to the Merchant and/or Receiver. Theft occurring after a documented drop-off, including porch piracy, is not eligible for reimbursement under Package Protection.
7.4 Exceptions. The PPOD finality rule does not apply where PPOD shows delivery to an incorrect address or unit, or where the Courier materially deviated from the Merchant's provided delivery instructions, as described in the Package Protection Terms.
7.5 No PPOD. If no PPOD is uploaded, the delivery is not deemed Successfully Completed for Package Protection purposes, and an otherwise eligible Reimbursement Request may proceed under the Package Protection Terms.
8. Delivery Failures, Returns, and Additional Fees
8.1 Undeliverable packages. If a Courier cannot complete delivery because of inaccurate address information, missing access details, Receiver unavailability, refusal, safety concerns, prohibited items, courier network limitations, or other issues, the courier network may attempt a return to sender or follow its own handling rules.
8.2 Fallback handling. If return is not possible, the courier network may leave the package at the pickup location, delivery location, or another location permitted by courier network rules, safety considerations, and applicable law.
8.3 Additional fees. Merchants may be charged additional fees associated with failed deliveries, return attempts, re-delivery, cancellation, waiting time, address correction, courier-network handling, or other operational exceptions.
8.4 No guarantee of return. Milkyway does not guarantee that an undeliverable package can be returned, re-delivered, or recovered.
9. Prohibited Conduct
Merchants and users may not:
- submit prohibited, restricted, unlawful, unsafe, misdescribed, or over-value items;
- misrepresent package contents, weight, value, pickup location, delivery location, or delivery instructions;
- use the Platform for unlawful, fraudulent, deceptive, abusive, or unsafe activity;
- interfere with the Platform, courier networks, Couriers, Receivers, or other users;
- harass, threaten, abuse, mislead, or attempt to manipulate Couriers, Receivers, Milkyway personnel, or support teams;
- submit false, inflated, incomplete, or misleading evidence in connection with a Reimbursement Request;
- attempt to bypass Platform controls, courier network rules, package limits, pricing, or safety requirements; or
- use the Platform in a way that creates safety, legal, financial, reputational, or operational risk for Milkyway, courier networks, Couriers, Receivers, Merchants, or the public.
10. Enforcement
10.1 Refusal or cancellation. Milkyway may refuse service, cancel Delivery Requests, restrict functionality, suspend accounts, or terminate accounts where Milkyway reasonably believes a Merchant or user violated these Guidelines, the Terms of Service, the Package Protection Terms, courier network rules, or applicable law.
10.2 Package Protection impact. Violating these Guidelines may void eligibility for Package Protection and may result in denial of a Reimbursement Request.
10.3 Law enforcement and safety cooperation. Milkyway may cooperate with law enforcement, regulators, courier networks, payment processors, platform partners, or other third parties where Milkyway believes such cooperation is necessary to address suspected unlawful activity, safety risks, prohibited items, fraud, abuse, or violations of these Guidelines.
10.4 Indemnity. Merchants may be responsible for third-party claims, penalties, fees, losses, and expenses arising from prohibited items, unlawful items, inaccurate Declared Value, misdescribed contents, incomplete delivery instructions, failure to comply with these Guidelines, or other conduct described in the Terms of Service.
11. Relationship to Other Terms
These Guidelines are part of Milkyway's rules for using the Platform.
If these Guidelines conflict with the Terms of Service, the Terms of Service control.
If these Guidelines conflict with the Package Protection Terms on matters specific to Package Protection eligibility, reimbursement amount, exclusions, documentation, review, timing, or payment, the Package Protection Terms control for those matters.
Milkyway may update these Guidelines from time to time by posting a revised version or otherwise making them available through the Platform.
Questions: support@milkywaydelivery.com