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Service-Level Agreement (SLAs)

Last updated: Nov 13th, 2025

Daily Order Processing/Cutoff Time
Type Ship Out Time Notes
DTC Orders Same Day Orders received before 2PM will ship out the same business day.
Orders received after 2PM will ship the following business day.
DTC Orders (Manual) Add 1 Day We will try our best to ship same day but manual orders can take up to 48 hours to ship.
DTC Orders (via CSV) Add 1 Day This is for orders submitted to us via CSV file.
BFCM Week 2 Days During BFCM, we ask you provide us with 2 days additional time.
Unannounced Sale Add 1-2 Days If there is a sale we don't know about, we need extra time to catch up.
Please Note
  • We guarantee an accuracy rate of 100% for all direct-to-consumer orders.
  • If you are shipping 200+ orders per day, you must let us know ahead of time or we will not be able to guarantee same-day shipping.
Receiving & Put-Away
Type Put-away time
Less than 30 SKUs Within 48 Hours
30+ SKUs Add 2 Days
50+ SKUs Add 5 Days
100+ SKUs Add 8 Days
10+ Pallets Add 1 Day
50+ Pallets Add 5 Days
100+ Pallets Add 7 Days
Floor-loaded Containers Add 5 Days
Sending Inventory for 1st time Add 1 Day
During Q4 Add 2 Days
Additional Quality Control Add 1 Day
Multiple SKUs per Carton Add 1 Day
Multiple SKUs per Pallet Add 1 Day
Open Cartons & Count Units inside Add 7 Days
Please Note
  • Times mentioned are in business days.
  • Receiving times above are estimates, not guarantees.
  • Depending on how busy the warehouse is, it may be faster or take longer.
  • We are unable to provide estimates for shipments without WRO labels.
  • If there is any discrepancy in the data provided to us, there will be additional delays.
  • If multiple variables apply to your shipment, the longer expectation applies.
Work Requests
Task 2-Day Turnaround 7-Day Turnaround 7+ Days Turnaround
Bundling Less than 200 Units 200-500 500+
Carton Forwarding to Amazon Less than 100 Cartons 100-200 200+
Count Only Less than 300 Units 300-600 600+
Count & Inspect Less than 100 Units 100-200 200+
Create Master Carton Less than 20 Cartons 20-40 40+
Discard Items Less than 50 Cartons 50-100 100+
FNSKU Labeling Less than 300 Units 300-600 600+
Fragile Wrapping Less than 300 Units 300-600 600+
Kitting Less than 300 Units 300-600 600+
Palletization Less than 5 Pallets 5-10 10+
Pallet Forwarding Less than 20 Pallets 20-40 40+
Photo Requests Less than 20 Photos 20-40 40+
Polybagging Less than 300 Units 300-600 600+
Please Note
  • Most requests are processed within 48 hours.
  • If additional information is required to complete your request, it may take longer.
  • Once cartons and pallets are ready, they will be given to the carrier next time they pickup.
Store Setup
Requirements Setup Time
Less than 30 SKUs 2 Days
30+ SKUs 3 Days
50+ SKUs 5 Days
100+ SKUs 7 Days
During Q4 Add 2 Days
DG/Hazardous Add 5 Days
DDP Shipping Add 10 Days
Custom API Add 10 Days
NetSuite Integration Add 30 Days
Please Note
  • Receiving must be completed before we can start shipping.
  • Please do not put your store live unless you get the go-ahead from us.
  • Setup time varies from account to account, depending on many factors such as: Inventory Sent, # of SKUs, Special Considerations, Client responsiveness.
Storage Guidelines
Type Size
Small Bin 10x12x8”
Large Bin 12x24x12”
Shelf 60x24x18”
Pallet 40x48x55”
Location Assignment
  • Depending on the size of your products, and the number of units you send in, we will automatically assign a storage location for each SKU.
  • Each SKU will require it's own storage location for accurate picking.
Oversize Pallets
  • Pallets over 55 inches in height will count as 2 pallet spots.
Billing for Storage
  • Storage charges begin from the date your items arrive at our warehouse.
  • Storage is pro-rated weekly, when inventory is removed from warehouse.
Account Manager Response Time
Type Response Time
General requests Within minutes
Requests sent over the weekend Processed next business day