Shipping D2C Orders
SLA: Orders placed before 3 pm will be shipped same-day
Imported orders must be in 'processing' status before 3 pm
Orders are not shipped on Sundays or Bank Holidays
Note: At this point in the fulfilment process, we will ensure the order is packed, labelled, and ready to ship. However, there are known instances where the carrier cannot pick up on time, which can cause a delay of one business day.
Shipping B2B Orders
SLA: 3 business days
Before 12 PM: 3 days starting the same business day.
After 12 PM: 3 days starting the next business day.
Note: The above SLA is not applicable if we need to input on databases or EDI systems, or if there are any special requirements to consider.
Note: If the delivery is on a pallet - this can extend the SLA to 5 days due to the additional notice required by pallet couriers.
We have RUSH services but are within our rights to reject any RUSH Shipments if we are at capacity.
Returns Processing
SLA: Standard processing between 3-5 business days
Please contact customer support for more information on what checks are carried out in the returns process.
Please note that your returns will be classed as a problematic return if it does not contain any customer information or is not able to be found in the system. This could extend processing times.
Receiving Inventory (ASNs)
SLA: 3 business days
3 business days once the ASN is moved to "Arrived" status
Delivery will be marked as "Arrived" within 24 hours of being dropped off at our fulfilment centre. The day of delivery is considered day 0.
Inventory that arrives without an ASN submitted will be put on-hold until rectified.
We have RUSH services but are within our rights to reject any RUSH Shipments if we are at capacity.
Barcoding
SLA: 3 business days if barcode is provided by the client
5 days if Hutch is required to produce barcodes