12/21/2020 Update: All SLAs are back to normal! Starting today, all SLAs will be back to normal by 12pm PST. This includes all outbound B2C orders across our entire fulfillment network, plus all inbound receiving, B2B orders, and kitting SLAs. |
Please note: This temporary SLA extension does not impact any of our 2020 Holiday Cutoffs listed here.
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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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Container Drop off/Pick up
SLA: Container can be picked up 2 business days after the initial appointment time with no additional appointment required.
If a container shows up early, ahead of its scheduled appointment on the same day the SLA does not start until your appointment time selected. Example: If container appointment is set for 11 am local time, and container actually arrives at 10 am local time. The SLA will not start until the scheduled appointment time at 11 am local time.
Note: The merchant is responsible for any fees related to holding the container until it is unloaded (48 hours after the scheduled appointment time)
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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
We have a direct path to file your claims. Here is how it works:
Email the order information to claims@shipbob.com.
Include all relevant details for the affected order(s) per our claims policy.
Your email will route to our new dedicated claims team, which is focused on efficient and thorough claims processing.
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.