ShipTop is committed to delivering reliable, consistent, and scalable fulfillment services. This Service Level Agreement (SLA) outlines our standard operating timelines, performance commitments, and service expectations to ensure transparency and alignment across our partnership.
Effective Period: February – October (Non‑Peak Operations)
Peak Season: November – January (Peak Season SLAs)
Inbound Receiving
Description | SLA Commitment |
Standard Inbound Shipment | Inventory received and available within 3 business days |
Express Inbound Shipment | Inventory received within 24 hours (subject to capacity & additional fees) |
Non‑Compliant Inbound Shipment* | Timeline determined after inspection |
Important Notes
The day inventory physically arrives at the warehouse is Day Zero; the next business day is Day One.
All inbound shipments must be scheduled at least 24 hours in advance.
Shipments received without an appointment may be delayed.
Non‑compliant shipments may incur additional processing time and fees.
Quality Assurance
Spot checks are conducted on inbound shipments to verify SKU and quantity accuracy.
If discrepancies are identified, a full count may be required and billed at standard rates.
*Non-Compliant Inbound Shipment is any shipment that does not meet ShipTop’s Receiving Guidelines. Common issues include missing or incorrect barcodes, absent or inaccurate Purchase Orders (POs), or shipments that arrive without a scheduled delivery appointment.
Non-Compliant Inbound Shipments may be subject to delays and additional handling requirements. A non-compliance fee of $200 may apply, along with extra time needed for inspection, sorting, and labeling required to bring the inventory into compliance.
Order Processing & Fulfillment
Direct‑to‑Consumer (DTC) Orders
Description | SLA Commitment |
Order is Fulfillable* and imported to the ShipTop Portal by 12:00 PM local warehouse time | Shipping label generated same business day |
Order is Fulfillable* and imported to the ShipTop Portal after 12:00 PM local warehouse time | Shipping label generated next business day |
Business-to-Business (B2B) Orders
Order Type | Description | SLA Commitment |
Standard B2B / FBA Order | Order is Fulfillable* and imported to the ShipTop Portal | Prepared for shipment in 1-3 business days |
Complex / Bulk B2B Orders | Order is Fulfillable* and imported to the ShipTop Portal | Prepared for shipment in 1-5 business days |
Definitions & Examples
*Fulfillable Order
Defined as any order where:
All products in the order are in stock at the assigned warehouse
The shipping address is complete and valid, with no holds (e.g., missing recipient phone number and email address, or address issues)
All required shipping labels and documentation have been provided or can be generated
Standard B2B Order
Any order that meets one or more of the following:
20+ total units
Ships via prepaid label or BOL
Ships to commercial address
Has document attachments
Complex / Bulk B2B Orders
Any order that meets one or more of the following:
100+ total units
Retail compliance or routing guides
Special labeling or carton requirements
Palletization or freight coordination
All third-party freight require a dock appointment.
Hours: Monday – Friday, 8AM – 4PM local warehouse time
The day the order is imported as Ready to Ship is Day Zero.
Any special prep, handling, assembly, or routing documents must be attached directly to the order.
Value-Added Services (VAS)
Description | SLA Commitment |
VAS Projects or Work Orders | Timeline provided after evaluation of project scope and requirements |
Examples of VAS:
Pre-assembled kitting
Product barcoding/labeling
Quality control inspections
Other custom projects by request
Returns & Reverse Logistics
Description | SLA Commitment |
Standard Returns | Processed within 2–5 business days of arrival |
Processing Includes
Product inspection (New / Used / Damaged / Missing components)
Restocking or disposition
Photos and written condition notes uploaded to the portal
Returns requiring special handling may take additional time and will be communicated accordingly.