Shipping & Fulfilment SLAs

Our service level agreements for shipping, returns, receiving inventory and barcoding.

Shipping D2C orders

Orders placed before 3:30pm ship same-day, provided imported orders are in Processing status before the cutoff. We don't ship on Sundays or bank holidays.

Note: If an ASN is processed before 3pm and releases back orders, we'll dispatch as many as we can, though some may roll over to the next working day.

Note: Once packed, labelled and ready to ship, there can occasionally be a delay of one business day if the carrier can't collect on time.

Shipping B2B orders

Standard SLA is 3 business days: orders placed before 3:30pm start their 3 days that same day, orders placed after 3:30pm start the next business day.

Note: This SLA doesn't apply if we need to input data into databases or EDI systems, or if there are special requirements. Pallet deliveries can extend the SLA to 5 days due to the additional notice pallet couriers require. Rush services are available, though we're within our rights to decline a rush request if we're at capacity.

Returns Processing

Standard processing takes 3 to 5 business days from when we receive the return.

Note: A return without customer information, or one that can't be found in the system, is classed as problematic and may take longer to process. During peak periods, such as November, December and early January, returns may take up to 7 working days.

Receiving inventory (ASNs)

Standard SLA is 3 business days from when the ASN is marked as Arrived. Deliveries are marked as arrived within 24 hours of drop-off, with the day of delivery counted as day 0.

Important: Inventory that arrives without an ASN submitted is put on hold until this is resolved.

Kitting & Barcoding

Turnaround depends on the scale of the job, so timelines are confirmed upon request. Get in touch with your Account Manager to discuss your kitting or barcoding needs.