B2B Turnaround Times

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How B2B Order SLAs Work

Jetpack operates Monday through Friday. Once a B2B order, FBA prep order, or work order reaches Processing status, its SLA countdown begins according to regional cutoff times. Orders that enter Processing before the cutoff start their SLA the same business day. Orders that enter Processing after the cutoff start their SLA the next business day.

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B2B Order Processing Cutoffs by Region

B2B orders, FBA prep orders, and work orders all follow the same processing cutoff schedule. These cutoffs are based on the fulfillment center’s local time. How Cutoffs Work:

• Before Cutoff: Orders in Processing before the cutoff begin their SLA countdown the same business day
• After Cutoff: Orders in Processing after the cutoff begin their SLA countdown the next business day

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B2B/Wholesale & FBA Order SLAs

The SLA for B2B wholesale orders and Amazon FBA prep shipments depends on when your account began shipping with Jetpack.

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Current Standard (Accounts Starting May 1, 2025 or Later)

Standard SLA: 3 business days after the order enters Processing Freight Booking Timeline:

• Jetpack-arranged freight: Freight is booked on or before Day 4
• Self-arranged freight: Dimensions and weight are uploaded on or before Day 4 for you to arrange pickup

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Legacy SLA (Jetpack Plus and Accounts Starting Before May 1, 2025)

Standard SLA: 2 business days after the order enters Processing Freight Booking Timeline:

• Jetpack-arranged freight: Freight is booked on Day 3
• Self-arranged freight: Dimensions and weight are uploaded on Day 3 for you to arrange pickup

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Additional Information Requirements for B2B Orders

When Jetpack needs additional information to fulfill a B2B or FBA order, the SLA is extended to allow time for you to provide the missing details. Extended SLA Timeline:

• Additional time: 3 business days are added to the SLA once you provide the missing information
• Unresolved orders: Orders that remain unresolved after 5 business days may be automatically restocked (unless actively being resolved) and may incur restocking fees

Common Information Requests:

• Missing or unclear order attachments
• Incomplete shipping address details
• Special handling instructions that need clarification
• Custom labeling or packaging requirements

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Pickup Order SLAs

Pickup orders allow you or a third party to collect inventory directly from a Jetpack fulfillment center. These orders have a longer SLA to allow time for appointment scheduling and coordination. Standard SLA: 4 business days after the order enters Processing How Pickup Orders Work:

• Jetpack prepares your inventory for pickup within 4 business days
• You must book a dock appointment at least 48 hours in advance via OpenDock (see Appointment Scheduling below)
• The same regional cutoff times apply as for other B2B orders

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Additional Information Requirements

Just like B2B orders, pickup orders with missing or unclear information are subject to extended timelines: Extended SLA Timeline:

• Additional time: 3 business days are added to the SLA once you provide the missing information (typically for unclear pickup notes or attachments)
• Unresolved orders: Orders that remain unresolved after 5 business days may be automatically restocked and may incur restocking fees

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Value-Added Services Work Order SLAs

Work orders for kitting, de-kitting, case breakdowns, and inventory disposition have specific SLAs based on the type of service requested. Each SLA begins once the work order moves to Processing status, subject to the same regional cutoff rules.

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Additional Information Requirements

When Jetpack requires additional attachments or clarifications for work orders, the SLA is extended: Extended SLA Timeline:

• Kitting, de-kitting, case breakdown, disposal, and inventory depletion: 3 business days are added to the SLA upon receipt of your information
• Donation work orders: The SLA pauses when information is requested and resumes where it left off once you respond (rather than restarting from Day 1)
• Unresolved work orders: Work orders that remain unresolved after 5 business days may trigger restocking fees

For more details on kitting and work order processes, see How Kitting Works.

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Retail Distribution & Dropshipping SLAs

Orders for retail distribution (shipping to retailers) and dropshipping (shipping to end customers on behalf of retailers) are scheduled based on purchase order dates to meet retailer requirements and guidelines. How These SLAs Work:

• Jetpack ships orders based on the purchase order dates you provide
• You coordinate delivery windows with your retail partners and communicate those requirements to Jetpack
• SLAs are customized to align with retailer guidelines (e.g., Target, Walmart, Amazon Vendor Central)

For more information on retail distribution fulfillment, see Retail Distribution + Dropshipping.

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Appointment Scheduling

All warehouse dropoffs and pickups must be booked at least 48 hours in advance via OpenDock. Important Details:

• Appointments are required for all deliveries and pickups at Jetpack fulfillment centers
• Book your appointment through the OpenDock platform (access details provided during onboarding)
• Late arrivals or missed appointments may require rebooking and could delay receiving or pickup timelines

For step-by-step instructions on booking dock appointments, see Booking Dock Appointments.

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Inventory Receiving SLAs

When you send inventory to Jetpack fulfillment centers, the receiving timeline depends on the type of shipment and whether it’s linked to a Warehouse Receiving Order (WRO).

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Standard WRO Receiving

Total Timeline: Inventory is fully received and available for fulfillment within 4 business days of carrier delivery.

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Floor-Loaded Containers

Floor-loaded containers (shipments loaded directly into containers without pallets) require additional unloading time: Total Timeline: Floor-loaded containers are fully received within 5 business days of carrier delivery.

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Unidentified Receiving Orders (UROs)

Inventory that arrives without a matching WRO is placed on hold as an Unidentified Receiving Order (URO) until you link it to a WRO: URO Process:

• Jetpack notifies you when unidentified inventory arrives
• You link the shipment to a WRO (new or existing) in your dashboard
• Once linked, the inventory is stocked within 3 business days

For more details on managing unidentified shipments, see Unidentified Receiving Orders (UROs).

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Container Pickup SLA

If you need to retrieve an empty container after Jetpack unloads your shipment, follow these guidelines: Pickup Availability: Containers become available for pickup 2 business days after the scheduled appointment time (no new appointment required for pickup) Important Notes:

• If your container arrives early, the SLA countdown still begins at your original booked appointment time (not the early arrival time)
• You are responsible for any holding fees until unloading is complete
• Coordinate with your carrier to schedule pickup within the available window

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Returns Processing SLA

Returned inventory follows a separate SLA from forward fulfillment orders: Standard Returns SLA: 10 business days from carrier delivery to the fulfillment center (based on carrier tracking) What This Covers:

• Inspecting returned items
• Restocking sellable units
• Quarantining damaged or unsellable units
• Updating inventory counts in your dashboard

For more information on returns processing and preferences, see Returns Overview.

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Custom Routing (Internal Transfers) SLAs

When you request Jetpack to transfer inventory from one fulfillment center to another (custom routing), the SLA covers the end-to-end timeline from origin hub arrival through stowing at the destination hub. SLA Components:

• Standard receiving and stowing SLAs at origin hub
• Internal transit time between hubs
• Standard stowing SLA at destination hub

The table below shows the total SLA (in business days) based on origin and destination fulfillment center pairings:

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MultiHub IQ (Internal Network) Transfer SLAs

MultiHub IQ uses Jetpack’s internal transfer network to automatically distribute inventory across regional fulfillment centers. The table below shows the end-to-end SLA (in business days) for MultiHub IQ transfers based on origin and destination hub pairings: Note: N/A indicates that MultiHub IQ transfers are not available between those hub pairings. For more information on how MultiHub IQ distributes inventory and manages rebalancing, see Understanding MultiHub IQ.

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On-Site Support Request SLAs

When you need video call support for on-site assistance (such as reviewing inventory discrepancies, inspecting products, or coordinating complex work orders), Jetpack offers urgent and non-urgent request options.

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Urgent Requests

Current Standard (Accounts Starting May 1, 2025 or Later):

• SLA: Video call scheduled within 8 hours of approval
• Same-day scheduling: Available if submitted before 12:00 pm local time

Legacy SLA (Jetpack Plus and Accounts Starting Before May 1, 2025):

• SLA: Video call scheduled within 4 hours of approval
• Same-day scheduling: Available if submitted before 12:00 pm local time

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Non-Urgent Requests

All Accounts:

• SLA: Video call scheduled within 24 hours of approval

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Safety Data Sheet (SDS) Review SLA

If you send hazardous materials (HAZMAT) or dangerous goods (DG) to Jetpack, the safety data sheet (SDS) for each product must be reviewed and validated before the product can be received and stored. SDS Review SLA: 3 business days for safety data sheet validation What This Covers:

• Review of SDS documents to confirm compliance with storage and handling regulations
• Validation of HAZMAT product classifications
• Approval or rejection of products based on Jetpack’s dangerous goods policies

For more information on dangerous goods policies and SDS submission requirements, see Dangerous Goods Policies.

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Parcel Claims SLA

If a shipment is lost or damaged in transit, you can submit a parcel claim for reimbursement. Jetpack processes claims according to carrier policies and timelines. Parcel Claims SLA: 3-5 business days for claim review and resolution What This Covers:

• Review of claim documentation (tracking info, order details, photos)
• Coordination with carriers to file claims
• Resolution and reimbursement (if approved)

For detailed instructions on submitting claims, see Submitting Parcel Claims.

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Cancel & Restock Requests for B2B, FBA, and Work Orders

If you need to cancel a B2B order, FBA prep order, or work order after it enters Processing, you can submit a cancel and restock request. Cancel & Restock SLA: 5 business days once the paid request is approved How to Request:

• Use the chat feature in your Jetpack dashboard
• Submit a case to Jetpack Care with the order number and reason for cancellation

Important Notes:

• Cancel and restock requests must be submitted before the order ships
• Fees apply for cancel and restock requests (see Billing + Invoicing for fee details)
• Orders that have already shipped cannot be canceled or restocked

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Force Majeure and Exceptions

Delays caused by force majeure events are not creditable under Jetpack’s SLA commitments. Force majeure events include:

• Natural disasters (hurricanes, earthquakes, floods, wildfires)
• Weather-related incidents (snowstorms, ice storms, severe weather)
• Power outages affecting fulfillment centers or carrier facilities
• Internet or telecommunications outages
• Other events beyond Jetpack’s reasonable control

During force majeure events, Jetpack will communicate delays and work to resume normal operations as quickly as possible. Contact Jetpack Care for updates on fulfillment center status during severe weather or emergency situations.

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D2C (B2C) Order SLAs

While this page focuses on B2B fulfillment, Jetpack also fulfills direct-to-consumer (D2C) orders with different SLAs and processing requirements. For detailed information on D2C order fulfillment, see:

• D2C Turnaround Times + SLAs - SLAs for B2C orders, including processing cutoffs, delivery estimate accuracy (DEA), and carrier performance

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