Service-Level Agreement (SLAs)

Last Updated: September 1, 2023

1. Order Processing Time:

Commitment: Orders will be processed within 24 hours of receipt. The maximum acceptable processing time is 48 hours.

2. Shipping Times:

Commitment: Standard shipping turnaround time is 1-2 business days. We offer expedited shipping options with delivery within 24 hours for an additional fee.

3. Inventory Accuracy:

Commitment: We utilize advanced inventory management systems to ensure accuracy. Our acceptable margin of error for inventory counts is +/- 2%.

3. Response Times:

Commitment: Our target response time for customer inquiries or issues is within 4 hours during business hours and 24 hours outside of business hours.

5. Returns and Refunds:

Commitment: Returns are processed within 2 business days of receipt. Refunds are issued within 5 business days of approving the return.

6. Communication and Reporting:

Commitment: Clients will receive weekly status updates on their inventory and order processing. In addition, monthly performance reports will be provided.

7. Performance Remedies

Commitment: In the event that SLA metrics are not met, clients are eligible for a 10% discount on their next month’s service fee.

8. SLA Review and Updates:

Commitment: The SLA will be reviewed annually, or as needed based on significant changes in service offerings. Any proposed updates will be communicated to clients at least 30 days in advance.

9. Additional Service-Specific Metrics:

Commitment: If there are specific metrics related to our services, they will be detailed in the respective service agreement and integrated into the SLA as applicable.

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