ShipBots SLA's, Turnaround Times, and Policies

 

Updated September 22, 2021

Receiving Inventory (Purchase Order)

SLA: 3 business days

  • 3 business days once the PO moved to "Arrived" status

  • Inventory that arrives without a PO attached to it will be put into on-hold receiving (URO) until a PO 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: 3 business days

  • Inventory will be stocked within 3 business days from the time the PO 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:

    • Fill out our Claims Form

    • Include all relevant details for the affected order(s)

  • 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.


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Returns:

SLA: 10 business days

  • On the orders page, click Return Order, fill out the information and then click Generate RMA (bottom right).

  • Have the client include the RMA # on the package that is being returned

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Schedule an appointment

  • You have to schedule an appointment before shipping deliveries or pick-up orders from our fulfillment centers (FCs).

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Support

SLA:  2 business days

  • ShipBots hours of operations are Mon-Fri, 8 am- 4 pm PST.