Ship Essential SLAs

Smaller deliveries will move through the receiving process very quickly, while larger deliveries will take a little longer. Please refer to the following timelines for receiving compliant PO's into our inventory:

• <1 - 6 pallets: 48 business hours

• More than 6 pallets: 3-10 business days

Larger than FTL: please contact inbound@shipessential.com for a timeline

These SLA's do not apply to non-compliant PO's. Please reach out to support@shipessential.com for an estimated timeline to receive non-compliant PO's.

If you require QC, barcoding, poly-bagging, or tagging at the point of receiving, let us know and we’ll give you an estimate of the time it will take and the cost.

Currently, our warehouse ships orders out Monday through Friday. All DTC orders that are created before 12pm Local Time and that have inventory allocated to them are shipped out the same day. We do our best to get as many orders created after 12pm Local Time out the same day, but they may be fulfilled the following business day.

The 12pm Local Time cutoff applies across the board to all shipping methods, including expedited shipments (Next Day Air, Second Day Air). In cases where an order created after 12pm Local Time needs to be shipped out that day, we offer Rush Order services for $25 per order. To rush an order, simply contact support@shipessential.com and let us know the order number you would like to have rushed.

Same Day orders that are created after 12pm Local Time will be delivered the following business day. At this time, we are not able to rush Same Day orders.

Please reach out to support@shipessential.com for estimated ship dates for wholesale orders and orders with 20 or more items.

Pre-sale orders refer to situations where units are sold before the inventory is physically or systematically received at the warehouse. These orders require additional processing time, and standard DTC SLAs do not apply.

1. Notify SE Support: Brands must notify our support team in advance if they plan to conduct pre-sales. This allows us to plan resources and workflows accordingly.

2. Customer Communication: Brands are responsible for informing their customers about the extended wait time associated with pre-sale orders.

3. Burn Down Rate: We will work collaboratively with brands to determine a realistic burn down rate for fulfilling pre-sale orders based on inventory arrival and processing times.

4. Fulfillment Timing: Pre-sale orders will be fulfilled as quickly as possible once inventory is processed and ready. Processing times may vary depending on order volume and inbound schedules.

Please contact our support team for additional guidance on managing pre-sale orders effectively.

Returns are processed within 48 hours of arriving at our warehouse. To check the status of a return, simply log into ShipHero. We use the following statuses to indicate the state of a return:

• Pending: returned item(s) has not reached the warehouse yet.

• Warehouse Complete: received item(s) back into the warehouse.

• Complete: return order is completed in ShipHero.

To maintain this SLA, clients must inform Ship Essential prior to any major announcements increasing order volumes, including announcements of new merchandise, promotional offers, etc. Notices based on a 90-day non-peak rolling average:

• Spikes up to 10%: no notice required

• Spikes between 10% - 30%: three business day notice

• Spikes greater than 30% are not guaranteed and are subject to a custom timeline

The order timeline SLA will remain in full force and effect with the exception of Federal Holidays and peak season (defined as November 1 through January 15) or reasons beyond the control of Ship Essential (e.g. Acts of God: flood, hurricane, fire, power outage).

Please review our Holiday 2024 guide to find peak-season recommendations and best practices.