ShipTop Service Level Agreements 2024

Table of Contents

At ShipTop, we are committed to providing our clients with exceptional eCommerce fulfillment services. Our Service Level Agreements (SLAs) for 2024 are designed to ensure transparency, reliability, and excellence in every aspect of our operations, from order processing to customer support.


At ShipTop, our receiving process is designed to seamlessly integrate your inventory into our system, ensuring that your products are ready for fulfillment as quickly and accurately as possible. Our SLAs for receiving are as follows:

  • Scheduling and Receipt: All inbound shipments must be scheduled with our warehouse at least 24 hours in advance. Shipments received without a scheduled appointment may incur delays. Upon arrival, inventory will be checked in within 24 hours of receipt during business days.
  • Accuracy Checks: To maintain our commitment to inventory accuracy, all inbound shipments will undergo a preliminary accuracy check. This includes verifying the shipment against the provided Inbound Shipping Plan for quantity and product SKU accuracy.
  • Spot Checks and Full Counts: A minimum of one carton per inbound shipment will be subject to a spot check for accuracy. If discrepancies are found within the spot-checked carton, a full count of the shipment may be conducted at the merchant’s expense, billed at our standard rate.
  • Processing Time: Inventory will be processed and made available for order fulfillment within 48 hours of receiving, provided that all products are correctly labeled and meet our receiving standards. This ensures a swift transition from receiving to fulfillment, minimizing downtime for your products.
  • Non-Compliance: Shipments that do not comply with our Receiving Guidelines, including but not limited to missing appointments, inaccurate shipping plans, or improperly labeled products, may be subject to additional processing times and fees. Our team will communicate any issues promptly to resolve them efficiently.
  • Special Handling: Items requiring special handling or storage will be processed in accordance with the provided instructions. Please ensure that any special requirements are clearly communicated and agreed upon in advance.
  • Communication: Our team is dedicated to transparent communication throughout the receiving process. Merchants will receive notifications upon the receipt of shipments, completion of processing, and identification of any discrepancies or issues.

Order Processing

  • Non-Peak Season SLA: All standard orders received by 12PM local warehouse time will be processed and shipped the same business day.
  • Peak Season SLA: Same-day shipping is not guaranteed. We will ship orders within 2 – 3 Business Days.

  • B2B Orders: B2B orders and LTL/FTL shipments are processed within 2-3 business days.

Returns Processing

  • Returns will be processed and restocked (if applicable) within 48 hours of receipt at our warehouse, ensuring a swift turnaround for inventory management.

Performance Reviews and Adjustments

ShipTop commits to quarterly performance reviews with our clients to discuss SLA achievements and areas for improvement. Adjustments to SLAs may be made based on mutual agreement to ensure the evolving needs of our clients are met.

ShipTop Client Support

Our Support Team aims to respond to customer inquiries within 2 hours of receiving them. Subsequent responses will be made within 4 hours, and we aim to resolve any issues within 2 business days. However, the time taken to resolve an issue may vary depending on its complexity. This does not include our specialty support teams, such as Special Projects, Carrier Claims, or Billing.

Support Hours Monday through Friday from 6 AM EST – 11 PM EST

Email Inquiries: All customer service emails will be responded to within 24 hours of receipt, during business days.

For further assistance or inquiries, reach out to [email protected].

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