Shipping D2C Orders
SLA: Orders placed before 12 pm will be shipped same-day
Imported orders must be in 'processing' status before 12 pm
Orders are not shipped on weekends
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: We will have the delivery scheduled by the end of 4 business days.
Note: The above SLA is not applicable if we need to input on databases or EDI systems
Note: If the delivery is on a pallet - this SLA extends 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 5 business days
Complex processing 10 business days
Receiving Inventory (WROs)
SLA: 3 business days
3 business days once the WRO 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 a WRO submitted will be put on 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: 5 business days if barcoded is provided by the client
10 days if Hutch is required to produce barcodes