Service-Level Agreement (SLAs)

Last updated: Oct 9th, 2023

Inbound Receiving: Within 2 Days
  • FCL/FTL deliveries will take ~5 business days to fully receive and put-away.
  • For shipments with 10+ SKUs, the receiving time will be ~4 business days.
  • For shipments with 30+ SKUs, the receiving time will be ~7 business days.
  • For shipments with 100+ SKUs, the receiving time will be ~14 business days.
  • For shipments with 200+ SKUs, the receiving time will be ~30 business days.
  • Returns/Removals will be received in ~5 business days.
Additional Notes
  • Receiving times above are estimates, not guarantees.
  • Depending on how busy we get, it may be faster or take longer.
  • We are not able to provide estimates for shipments without WRO labels.
  • If there is any discrepancy in the data provided to us, there will be additional delays.
  • During Q4, add 1 Business Day.
  • Additional Quality Control, add 1 Business Day.

Storage Guidelines

We currently offer 4 Storage Options:

Small Bin (10x12x8”)
Large Bin (12x24x12”)
Shelf (60x24x18”)
Pallet (40x48x55”)

Location Assignment
  • Depending on the size of your products, and the number of units you send in, we will automatically assign a storage location for each SKU.

Logic: Each SKU will require it's own storage location for accurate picking.

Oversize Pallets
  • Pallets over 55 inches in height will count as 2 pallet spots.
Billing for Storage
  • Storage Charges will being from the date your items arrive at our warehouse.
  • Storage is pro-rated weekly, when inventory is removed from warehouse.

Prep Services

(Carton Forwarding, FNSKU Labeling, Palletization etc): 48 Hours

  • Most requests are processed within 1-48 hours.
  • If additional information is required to complete your request, it may take longer.

Note: Once cartons and pallets are ready, they will be given to the carrier next time they pickup. Carriers pickup at our warehouse daily but in the event that they don't, ShipHype can not be held responsible.

DTC Orders

(via SHIPHERO): Same-Day

  • Orders received before 2PM will ship out the same business day.
  • Orders received after 2PM will ship the following business day.

Note: If you are shipping more than 1,000 orders per day, you must let us know ahead of time or we will not be able to guarantee same-day shipping.
Note: Carriers pickup at our warehouse daily but there are occasional days where carriers miss pickups. In the event that a carrier doesn't show up, SHIPHYPE can not be held responsible.

DTC Orders (Manual): 2 Days
  • We will try our best to ship same day but manual orders can take up to 48 hours to ship.

DTC Orders (via CSV)
  • If you are submitting orders via CSV file, we are not able to guarantee the turnaround time.

DTC Order Accuracy: 100%
  • We guarantee an accuracy rate of 100% for all direct-to-consumer orders.

Support Response: Within Minutes
  • SHIPHYPE aims to reply to all support tickets within 12 hours of receiving them. 
  • We reply to most requests under 2 hours.
  • Resolution time is not guaranteed.

Note: All requests sent over the weekend will be processed the next business day.

eCommerce Store Setup: 2-7 Days
  • Receiving must be completed before we can go live.
  • Please do not put your store live unless you get the go-ahead from us.

Note: Setup time varies from account to account, depending on many factors such as: Inventory Sent, # of SKUs, Special Considerations, Client responsiveness.