Operation Errors Policy

Information Required to Submit Operational Errors

Before alerting us of an error, please be sure to have the following information ready:

• The affected shipment ID(s) from the Jetpack dashboard
• A description of the error that occurred
• The most up-to-date manufacturing invoice for the affected inventory ID(s)  
  • Manufacturing invoices must include the following:
    • The manufacturer's name
    • A bill addressed to your company's name
    • An invoice number
    • A date
    • A product name or description
    • The quantity ordered
    • The price per unit
  • If you manufacture your own products, you will be required to provide an invoice that is aligned with your cost of goods. With that in mind, the following will not be accepted as a valid invoice:
    • Invoices billed to Jetpack
    • Excel files
    • Tampered invoices
    • Customer invoices
  • If deemed necessary, you can request to have an NDA signed by contacting Jetpack's Merchant Care team before providing this information.

Submitting Operational Errors to Jetpack

The method to submit the operational error will depend on the type of error that occurred:

• For Picking Errors: Submit to our pick error form to alert us to the issue.
• For Packaging, Order Swap, Lost Inventory (within the fulfillment center and during inventory transfer), and Damaged Inventory (within the fulfillment center): Please use the chat feature in your Jetpack dashboard or submit a case to our Merchant Care team.

Continue below to review what is covered for confirmed Jetpack Operational errors.

Note: Jetpack does not cover the cost to ship goods to our fulfillment centers. For confirmed operational errors, our policies do not cover the cost of taxes or duties/customs.  

Picking Error

‍There are instances when Jetpack may make an error while picking a product (either shipping too many units of a SKU or the incorrect SKU). Important: Jetpack can only generate return labels for US domestic orders. If the order was not shipped within the domestic US, we can credit your account for the carrier label purchased to return the incorrect product(s) with a valid invoice or the manufacturing cost of the lost product(s) — whichever cost is lower. If Jetpack makes an error by shipping the incorrect product or too many units of a product, you can choose from the following options:

• For domestic orders originating from Canada, the UK, or the US: Jetpack will generate a return label for your end customer who received the wrong order to send back what they received.
• If the order was not shipped within the domestic US, UK, or Canada, we can credit your account for the carrier label purchased to return the incorrect product(s) with a valid invoice or the manufacturing cost of the lost product(s) — whichever cost is lower.
• Or Jetpack will credit your account up to USD $100 (AUD $142, CAD $142, EUR €90, GBP £80) of the manufacturer's value (per order). This is a good solution if you don't want to ask the end customer to return the items.

Jetpack will also generate a new order in the Jetpack dashboard to re-ship the correct order at our expense. If the order was shipped using a standard ship option, the reshipment will be upgraded to Priority shipping for US domestic orders or Expedited shipping for non-US domestic orders at our expense. For US domestic orders, if it was shipped via a faster option than Standard shipping, we would match the ship option for the replacement order.Important: Please let our Merchant Care team know if you do not want to send a new order to the customer.

If Jetpack makes an error by not shipping enough units of a product, you can choose from the following options:

• Jetpack will generate a new order in the Jetpack dashboard to send the missing units at our expense. If the original order was shipped using a standard ship option, the reshipment will be upgraded to Priority shipping for US domestic orders or Expedited shipping for non-US domestic orders.
  • Note: If a US domestic order was shipped via a faster option than Standard shipping, we would match the ship option for the replacement order.
• You can ship the units directly to the customer yourself, and Jetpack will reimburse you for the cost of shipping (with a valid invoice).
  • Note: If the order was shipped via Standard shipping, Jetpack will reimburse you for Priority shipping or match the shipping speed of the original order if a faster option was selected.

Packaging Error

‍Jetpack's box algorithm aids our team in using the smallest standard packaging available to package each order securely. Jetpack's box algorithm picks the smallest available packaging that can ship your order based on the product’s dimensions, taking into account space for dunnage. If there are issues with the size of the package (causing an increase in fulfillment costs), Jetpack will issue a credit for the difference between the invoiced amount and what you would have been charged if the order shipped utilizing the smallest available packagingNote: The packaging error policy does not include packages damaged in transit. For that, please navigate here for lost/damaged parcel claims.

Order Swap Error

‍If it is determined that Jetpack switched two orders (e.g., customer A received a package intended for customer B, and customer B received customer A’s package ), Jetpack will credit the manufacturer's value of the product(s) in the order, and create reshipments to send your customer the correct product(s) at Jetpack cost. ‍

Lost Inventory (within the Fulfillment Center)

‍If it is determined that Jetpack has lost inventory within our fulfillment center, Jetpack will apply a credit for the manufacturing cost (excluding taxes, fees, or shipping/import costs) of the products confirmed lost. Additional notes:

• This policy does not include packages lost in transit. Please navigate here for lost/damaged parcel claims.  
• If lost inventory is located at a later time, Jetpack's Operations team will automatically add it back to the product’s storage location within the fulfillment center so that it can be used to fulfill your orders.  
  
  • You will be able to view any restocks performed for a SKU under the product’s Inventory History page in the Jetpack dashboard.  
  • Jetpack's Merchant Care team will contact your company to discuss located inventory (previously considered lost) if Jetpack's Operations team has questions regarding the products’ lot numbers/expiration dates.
• This policy does not include packages lost in transit. Please navigate here for lost/damaged parcel claims.  

Lost Inventory (during Inventory Transfer)

If it is determined that Jetpack has lost inventory within our fulfillment center, Jetpack will apply a credit to your Jetpack account for the manufacturing cost (excluding taxes, fees, or shipping/import costs) of the product(s) that are confirmed lost.  

Additional notes:

• If lost inventory is located at a later time, Jetpack's Operations team will automatically add it back to the product’s storage location within the fulfillment center so that it can be used to fulfill your orders.  
  • You will be able to view any restocks performed for a SKU under the product’s Inventory History page in the Jetpack dashboard.  
  • Jetpack's Merchant Care team will contact your company to discuss located inventory (previously considered lost) if Jetpack's Operations team has questions regarding the products’ lot numbers/expiration dates.
• This policy does not include packages lost in transit. Please navigate here for lost/damaged parcel claims.    

Damaged Inventory (within the Fulfillment Center)

‍If it is determined that Jetpack has damaged inventory within our fulfillment centers, Jetpack will apply a credit for the manufacturing cost (excluding taxes, fees, or shipping/import costs) of the products confirmed lost.

Note: The packaging error policy does not include packages damaged in transit. Please navigate here for lost/damaged parcel claims.