As of September 22, our fulfillment SLA for outbound B2C orders is restored to its original timeline. This means all orders imported before noon local time will be fulfilled the same day and post-noon orders will be fulfilled by the next day.
B2B orders will still have an extended SLA of one business day.
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Receiving Inventory (WRO)
SLA: 5 business days
- 5 business days once the WRO moved to "Arrived" status
- Inventory that arrives without a WRO attached to it will be put into on-hold receiving (URO) until a WRO is linked.
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On-Hold Receiving (URO)
SLA: 5 business days
- Inventory will be stocked within 5 business days from the time the WRO is attached.
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Shipping Orders
SLA: Before 12 pm: Same business day/After 12 pm: Next business day
- Imported orders must be in "Processing" status before 12 pm.
- Note: At this point in the fulfillment process, we will ensure the order is packed, labeled, and ready to ship. However, there are known instances where the carrier is unable to pick up on time, which can cause a delay of one business day.
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B2B/Wholesale Orders
SLA: 4 business days
- Before 12 PM: 4 days starting the same business day.
- After 12 PM: 4 days starting the next business day.
- Note: We will have the tracking uploaded or freight schedule by end of 4 business days.
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FBA/Pick up
SLA: 4 business days
- Before 12 PM: 4 days starting the same business day.
- After 12 PM: 4 days starting the next business day.
- Note: We will have the tracking uploaded or freight schedule by end of 4 business days.
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Processing Claims
SLA: 3-5 business days
- If the value of the item is over $500, we need more information and cannot give instant refunds. The estimated processing time is 2-3 weeks.
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Kitting Orders
SLA: 5 business days**
**for kitting requests up to 500 kits total.
- Read more here.
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Returns:
SLA: 10 business days
- Read more here.
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Schedule an appointment
- You have to schedule an appointment before shipping deliveries or pick-up orders from our FCs. Read more here.
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ShipBob's Support
SLA: 1st response within 2 business hours | Full resolution: 2 business days
- ShipBob's hours of operations are Mon-Fri, 9 am- 5 pm.