Turnaround Times + SLAs

B2C Fulfillment SLA

Same-day fulfillment for orders placed before 2PM local warehouse time.

We're proud to offer same-day order fulfillment, and at times you'll see orders quite late into the afternoon fulfilled same day!

For our SLA, we commit to a 2pm cut-off for same business day shipping, depending on the time the order is imported into the Jetpack dashboard. 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.    

• For orders in the Processing status before 2:00 pm local time of the fulfillment center, the SLA starts the same business day.
• For orders in the Processing status after 2:00 pm local time of the fulfillment center, the SLA will begin the next business day.

Jetpack order SLAs only take into account the business week (Monday through Friday) and will depend on the time the order was created in or imported into the Jetpack dashboard, based on the local time of the fulfillment center from which the order is to be dispatched.

B2B/FBA/Wholesale Fulfillment SLA

SLA: 4 business days (once the order is in the Processing status)

• The order will automatically move to the Processing status once the reserve inventory date you set is met (as long as there aren’t any On-Hold or Exception reasons).
• Once the order is in the Processing status, the SLA will start (based on the local time of the fulfillment center).
• For orders in the Processing status before 12:00 pm local time of the fulfillment center, the 4-business day SLA starts the same business day.
• For orders in the Processing status after 12:00 pm local time of the fulfillment center, the 4-business day SLA will begin the next business day.
• An order will be ready (picked and packed) for shipping on the 4th business day:
  
  • If the order is Jetpack freight (Jetpack-arranged freight), we will book the freight on day 4.
  • If the order is Prepaid freight (self-arranged freight), the dimensions and weight will be uploaded to the order details page on day 4.

Returns SLA

SLA: 10 business days.

The SLA for returns begins once the order is delivered to the Jetpack fulfillment center (per the carrier tracking). Read more about returns.

Kitting + De-Kitting

SLA: 4 business days.

For kitting requests of up to 500 total kits, and all de-kitting requests, the SLA is 4 business days (once the order is in the Processing status). The order will automatically move to the Processing status as long as there aren’t any On-Hold or Exception reasons.

• For orders in the Processing status before 12:00 pm local time of the fulfillment center, the 4-business day SLA starts the same business day.  
• For orders in the Processing status after 12:00 pm local time of the fulfillment center, the 4-business day SLA will begin the next business day.  

Processing Claims

SLA: 3-5 business days.

Receiving Inventory

SLA: 3 business days after the WRO is marked as Arrived.

• The WRO will be moved to the Arrived status in the Jetpack dashboard within 1 business day from when a package is delivered (per the carrier’s tracking) to Jetpack.
• Due to their size, floor-loaded containers take up to 2 business days to unload and mark as Arrived.
• Once a WRO is marked as Arrived in the Jetpack dashboard, it will be counted and stowed within 3 business days.

Note: Inventory that arrives without a WRO attached or does not match the WRO will be put into on-hold receiving as an unidentified receiving order (URO) until your company links a corresponding WRO in the Jetpack dashboard.

Unidentified Receiving Orders (URO)

SLA: 3 business days

Inventory will be stocked within 3 business days from the time the WRO is attached.

Container Drop-Off / Pickup

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.
• For example, if a container appointment is set for 11 am local time, and the container actually arrives at 10 am local time. The SLA will not start until the scheduled appointment time at 11 am local time.

Note: You (the merchant) are responsible for any fees related to holding the container until it is unloaded (48 hours after the scheduled appointment time)

Pickup Orders

SLA: 4 business days (once the order is in the Processing status)

Case Breakdown Requests

SLA: 5 business days (once the order is in the Processing status)

Disposal / Depletion of Inventory

SLA: 10 business days (once the order is in the Processing status).

Additional Notes about our SLAs

• If Jetpack Operations team requires additional insight into your provided notes or attachments (e.g., if the wrong labels were provided, the notes are unclear, etc.), 3 additional business days will be added to the order's SLA.
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  • The 3-business day extension will be added to the order once you provide Jetpack's Merchant Care team with the missing information or attachments.  
  • Jetpack's Merchant Care team will contact an employee from your company via email to retrieve updated information.  
  • You can specify who Jetpack contacts for operational inquiries by emailing Jetpack's Merchant Care team.  
  • If the mistake(s) aren't resolved within 5 business days, the order will be restocked, and you will be charged restocking fees.
  • If you are actively working with Jetpack to resolve the issue, your order will not be restocked if back and forth goes over 5 business days.  

• Please note that Jetpack cannot accommodate the following requests:
  
  • Shipping orders on a plastic pallet  
  • Modifying shipping labels
  • Creating custom labels (Jetpack cannot support custom labels unless a PDF of the label is provided by you as an attachment on the order’s details page).