Meeting delivery expectations is critical to customer satisfaction. This guide outlines Jetpack’s service level agreements (SLAs) for D2C order fulfillment, including regional processing cutoffs, turnaround times, and carrier delivery standards. Understanding these timelines helps you set accurate delivery expectations for your customers and monitor fulfillment performance.
How Order Fulfillment SLAs Work
Jetpack operates Monday through Friday. Once an 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.An order enters Processing status when it’s ready to be fulfilled—meaning all SKUs are in stock, the shipping address is valid, and there are no holds or exceptions requiring attention. The SLA countdown begins at this point, not when the order first imports into Jetpack.
B2C Order Processing Cutoffs by Region
The processing cutoff determines when an order’s SLA countdown begins. These cutoffs are based on the fulfillment center’s local time.| Region | Cutoff Time | Time Zone |
|---|---|---|
| United States | 2:00 pm | Local time (fulfillment center) |
| Australia | 12:00 pm | Local time (fulfillment center) |
| Canada | 12:00 pm | Local time (fulfillment center) |
| EU (Netherlands) | 12:00 pm | Local time (fulfillment center) |
| Birmingham (UK) | 6:00 pm | GMT |
| Manchester (UK) | 8:00 pm | GMT |
| Wellesbourne (UK) | 8:00 pm | GMT |
- 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
B2C Order Fulfillment SLA
Standard SLA: Same day or next business day after the order enters Processing status and the SLA countdown begins.What This Means
- If your order enters Processing before the regional cutoff, Jetpack will ship it the same business day or the next business day
- Carrier pickup delays may add 1 business day to the overall timeline
- The SLA covers when Jetpack ships the order—not when the carrier delivers it to your customer
Example Scenario
US Fulfillment Center (2:00 pm cutoff):- Monday, 1:00 pm: Order enters Processing (before cutoff) → SLA countdown starts Monday
- Expected Ship Date: Monday or Tuesday
- Carrier Pickup: If carrier pickup is delayed, the order may ship Tuesday or Wednesday
- Expected Ship Date: Tuesday or Wednesday
Delivery Estimate Accuracy (DEA)
Delivery Estimate Accuracy (DEA) is the metric Jetpack uses to measure the health of the fulfillment network. DEA tracks the percentage of orders that are successfully delivered within their initial estimated delivery window.How DEA Is Calculated
DEA measures the time between an order’s date of import and when it is delivered, then compares that time to the estimated delivery window based on the ship option selected. If an order is not in Processing status on the date of import (for example, due to pre-order status or out-of-stock SKUs), the start date for DEA performance is calculated from the date the order enters Processing status.Estimated Delivery Windows by Ship Option
| Ship Option | Estimated Delivery Window |
|---|---|
| Economy | Within 7 business days after order enters Processing |
| Standard | Within 7 business days after order enters Processing |
| Expedited | Within 3 business days after order enters Processing |
| 2-Day | Within 2 business days after order enters Processing |
| Overnight | Within 2 business days after order enters Processing |
DEA performance reflects both Jetpack’s fulfillment speed and carrier transit times. If you need to understand carrier-specific transit times by destination, see Carrier Transit Times by Country.
Factors That Affect Fulfillment Speed
Several factors can impact how quickly an order ships after entering Processing status:| Factor | Impact on SLA |
|---|---|
| Processing Cutoff Time | Orders after the cutoff begin their SLA countdown the next business day |
| Carrier Pickup Schedule | Carrier pickup delays may add 1 business day to the shipping timeline |
| Weekends and Holidays | Jetpack operates Monday through Friday; orders entering Processing on weekends or holidays start their SLA the next business day |
| Out-of-Stock SKUs | Orders cannot enter Processing until all SKUs are in stock; review inventory replenishment strategies to avoid stockouts |
| Order Holds | Orders on hold (manual or automatic) do not begin their SLA countdown until released; see Putting Orders on Hold for more information |
| Action Required Status | Orders with address issues, missing SKUs, or other exceptions must be resolved before entering Processing; see Orders With Action Required |
B2B, FBA, and Work Order SLAs
While this page focuses on D2C (B2C) order fulfillment, Jetpack also fulfills B2B wholesale orders, Amazon FBA shipments, and work orders (kitting, case breakdowns, etc.). These order types have different SLAs and processing requirements. For detailed information on these order types, see:- B2B Turnaround Times - SLAs for wholesale, FBA, and pickup orders
- How Kitting Works - Work order SLAs for kitting, de-kitting, and case breakdowns
- Returns SLAs - Turnaround times for processing returned inventory
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
Let’s Dive Deeper
Our Approach to D2C
Back to the D2C overview
Order Status Overview
Understand what each order status means
Orders With Action Required
Resolve order exceptions before they affect SLAs
Carrier Transit Times by Country
Average carrier delivery times by destination
Tracking Packages
Monitor shipments after they leave the fulfillment center
D2C Standard Operations
How storage, picking, packing, and shipping work
Questions? Contact Jetpack Care.
If you have any questions about SLAs or fulfillment performance, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!