Service Level Agreements (SLAs) – Warehut

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Read this guide to learn more about Service Level Agreements at Warehut. In this guide, we explain how service level agreements are measured and remedied and whether they apply to you.

🧾 Parcel fulfillment SLA

What this SLA means:

Your orders will be picked and packed accurately for 99% of orders shipped in the rolling two (2) previous calendar weeks, based on the order contents displayed in the app

How we measure this SLA (both apply):

Orders ship 100% accurate (no overs, shorts, mispicks, or visible damage)

This excludes items missing required SKU code information, inserts and any modifications to orders manually communicated to your shipper (modifications to orders must be made to the order in your linked store and re-synced with Warehut, or via the app directly when available)

Orders ship within one (1) business day

This excludes weekends, federal holidays, site closures communicated in advance, missed carrier pickups or due to force majeure (including, but not limited to, inclement weather, natural disaster, power or service outage), and technical issues (including, but not limited to, service provider or carrier outages)

When this SLA applies:

You are shipping over 200 orders per calendar month for previous three (3) consecutive months; AND

You have correctly notified us of all inbound shipments (excluding customer returns) and none of these are subject to labelling or identification errors (such as incorrectly printed SKU codes or barcodes); AND

All order spikes more than 15% of prior 90 day average have been notified to us in advance with mutually aligned staffing plan

For eligibility during Holiday period (November, December), please speak with your Account Manager before October 1 of same year

Notable exclusionary circumstances

Any special instructions you provide to your shipper; AND

Any technical or sync issues between your store and Warehut, including, but not limited to, mis-configured products or shipping settings on your store or in Warehut; AND

Outbound B2B orders and any order over 0.25 pallet in gross volume

If we don’t meet this SLA:

We’ll share a recovery plan and timeline with you; AND

We’ll provide you with complimentary fulfillment images for up to 30 days if quality issues are applicable, extendable if issues persist

🧾 Shipping SLA

What this SLA means:

Your outbound shipments will be delivered on time, based on the service level on the transmitted order

When this SLA applies:

This SLA applies if the carrier provides a specific delivery time guarantee for the service you have requested. Normally delivery time guarantees are not provided for ground/economy service levels; AND

The carrier has scanned the applicable shipment into their network

If not then this SLA will only apply if you have insured all outbound orders in the previous three (3) months

If we don’t meet this SLA:

You may submit claim(s) and we’ll process reimbursements based on carrier decision(s)

We’ll submit one (1) free carrier claim for you per 100 average orders shipped per calendar month for the previous three (3) consecutive months. Additional claims will be charged for filing and admin at ad hoc rates

🧾 Bulk Receiving (dock to stock) SLA

What this SLA means:

We’ll receive inbound shipments for you and have the products contained in those shipments ready for outbound shipping within two (2) business days

How we measure this SLA:

All products in each inbound shipment will be available for outbound shipment by the close of business on the second business day following the date of delivery

When this SLA applies:

There are no delivery issues with the applicable inbound shipment (including, but not limited to partial or damaged delivery); AND

The items contained in the applicable inbound shipment don’t require detailed receiving (you haven’t requested inbound receiving extras, such as additional images, verification, counting, kitting, inspection or other actions) (note that we may require, at our sole discretion, detailed receiving in certain cases, such as if your inbound shipment arrives incomplete or damaged); AND

You provided at least five (5) business days’ advance notice of the shipment via the app; AND

Your inbound notification was complete (including tracking details and carrier) and accurate

Note: returns are excluded from this SLA

If we don’t meet this SLA:

We’ll share a recovery plan and timeline with you

🧾 Inventory accuracy SLA

What this SLA means:

99% accuracy

When this SLA applies:

You have provided complete (including tracking details) and accurate inbound notifications for all inbound shipments, including all customer returns, via the app; AND

You have provided us with COGS by SKU; AND

Detailed receiving has been completed for all your inbound shipments (you have requested us to manually count and verify all inbound receipts to ensure that these match your inbound notifications, on receipt); AND

There is more than a 1% net loss since last physical count

Note claims can not be made on individual order issues

Note inventory gains will net against future counts or can be offset against prior claims to incur a charge if previous claim was paid out

For high SKU low density product assortments (over half of the SKUs have below 10 units per SKU in stock on 90 day rolling average) then an agreed cycle count program should be implemented.

If we don’t meet this SLA:

We’ll share a recovery plan and timeline with you; AND

We may require you to agree to a cycle count program (if applicable) to continue qualifying for this SLA

❗ SLA terms and conditions

Note: SLA related compensation is not applicable if any unpaid or late invoices (not collectable on first attempt, or insufficient Warehut Wallet balance) within the previous 90 days (rolling).

Note: SLAs do not apply where you have communicated with your shipper(s) outside of the app. Please keep all communication to the chat functionality in the app to ensure accurate record-keeping for all parties.