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Jetpack’s Service Level Agreements (SLAs) define expected turnaround times for fulfillment, receiving, returns, and other operational processes. Understanding these timelines helps you plan inventory arrivals, manage customer expectations, and optimize your supply chain operations. This guide covers all SLAs across Jetpack’s fulfillment services.

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Fulfillment SLAs

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B2C Fulfillment

Timeline: Same-day fulfillment for orders placed before 2PM local warehouse time Orders in “Processing” status before 2:00 PM local warehouse time ship same business day. How it works:
  • Before 2:00 PM cutoff - Orders reach “Processing” status before 2:00 PM local warehouse time will ship the same business day
  • After 2:00 PM cutoff - Orders reach “Processing” status after 2:00 PM will begin their SLA the next business day
  • Business days only - SLA covers Monday through Friday only (excludes weekends and Jetpack holidays)
  • Carrier pickup delays - If carrier pickup is delayed, fulfillment may extend by one business day
Processing Status: An order reaches “Processing” status when all required information is complete, inventory is available, and the order is ready for the fulfillment team to pick and pack.

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B2B/FBA/Wholesale Fulfillment

Timeline: 4 business days (once order reaches Processing status) Business-to-business, Fulfillment by Amazon, and wholesale orders follow a 4-business-day SLA once all inventory is available and the order enters Processing status. How it works:
  • Processing status triggered - When reserve inventory date is met and order is ready for fulfillment
  • Before 12:00 PM cutoff - SLA starts same business day
  • After 12:00 PM cutoff - SLA begins next business day
  • Day 4 completion - Order is ready for pickup; freight is booked or dimensions are uploaded to the platform
Reserve Inventory Dates: If your B2B order has a future reserve inventory date, the SLA will not begin until that date is reached. Ensure reserve dates are set appropriately to meet your shipping deadlines.

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Returns

Timeline: 10 business days from delivery to fulfillment center Return shipments from customers are processed within 10 business days of the carrier delivering the return to a Jetpack fulfillment center. What happens during returns processing:
  • Return is received and matched to the original order
  • Product condition is inspected
  • Inventory is re-stocked (if in saleable condition) or flagged for disposal
  • Return status is updated in the Jetpack platform
See the Returns Policy for complete details on returns processing procedures.

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Kitting + De-Kitting

Timeline: 4 business days (up to 500 kits) Kitting (assembling product bundles) and de-kitting (disassembling bundles into individual units) requests are completed within 4 business days for orders up to 500 kits. How it works:
  • 12:00 PM cutoff - Same cutoff as B2B orders applies
  • Before 12:00 PM - SLA starts same business day
  • After 12:00 PM - SLA begins next business day
  • De-kitting requests - Follow the same 4-business-day timeline
Large Kitting Orders: If you need to kit more than 500 units, contact Jetpack Care to discuss timelines and capacity. Large kitting projects may require advanced scheduling.

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Processing Claims

Timeline: 3-5 business days Claims for lost, damaged, or missing shipments are reviewed and processed within 3-5 business days of submission. See the Loss, Damage, and Claims Policy for complete details on the claims process.

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Inventory SLAs

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Receiving Inventory

Timeline: 3 business days after WRO marked as Arrived Inbound inventory shipments are received, counted, and stowed within 3 business days after the Warehouse Receiving Order (WRO) is marked as “Arrived.” How it works:
  • WRO status update - WRO status updates to “Arrived” within 1 business day of delivery to the fulfillment center
  • Floor-loaded containers - May take up to 2 business days to unload before receiving begins
  • Receiving process - Inventory is counted, inspected, and added to your available inventory
  • Unmatched inventory - Any inventory received without a proper WRO becomes a URO (Unidentified Receiving Order)
Create WROs in Advance: Always create Warehouse Receiving Orders in the Jetpack platform before your inventory ships. Inventory arriving without a WRO will be classified as a URO and subject to additional fees and delays.

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Unidentified Receiving Orders (URO)

Timeline: 3 business days from WRO attachment Inventory that arrives at a Jetpack fulfillment center without a proper Warehouse Receiving Order is classified as an Unidentified Receiving Order (URO). Once you attach the correct WRO to the URO, the receiving SLA is 3 business days.
URO fees accrue daily until the WRO is attached. See the Unidentified Receiving Orders Policy for complete details on URO fees and procedures.

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Container Drop-off/Pickup

Timeline: Pickup available 2 business days after scheduled appointment Empty containers are available for pickup 2 business days after the scheduled unloading appointment. Important notes:
  • Early arrivals - If your container arrives early, the SLA starts at the scheduled appointment time, not the actual arrival time
  • Holding fees - You are responsible for any container holding fees charged by the carrier after 48 hours
  • Scheduling appointments - Always schedule container unloading appointments in advance through the Jetpack platform

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Pickup Orders

Timeline: 4 business days (once in Processing status) Orders designated for customer or third-party pickup are prepared within 4 business days once they reach Processing status.

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Case Breakdown Requests

Timeline: 5 business days (once in Processing status) Requests to break down master cases into individual units are completed within 5 business days once the request reaches Processing status.

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Disposal/Depletion of Inventory

Timeline: 10 business days (once in Processing status) Inventory disposal or depletion requests are completed within 10 business days once the request reaches Processing status.

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SLA Extensions and Special Conditions

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Additional Information Requirements

If Jetpack Operations needs clarification on order notes, attachments, or other requirements, 3 additional business days will be added to the order’s SLA. How the process works:
1

Jetpack Care contacts you

Jetpack Care emails the designated company employee requesting additional information or clarification
2

5-day response window

You have 5 business days to respond with the requested information
3

SLA extension

Once the information is provided, 3 additional business days are added to the original SLA
4

No response: restocking

If no response is received within 5 business days, the order is restocked and restocking fees are applied
Prevent SLA Extensions: Provide complete and accurate information in order notes and attachments when submitting orders. Double-check that all required information is included to avoid delays.

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Services Not Accommodated

Jetpack cannot accommodate the following requests:
  • Shipping on plastic pallets - Only wooden pallets are accepted for freight shipments
  • Modifying existing shipping labels - Once a label is generated, it cannot be modified
  • Custom labels - Unless a PDF is provided as an attachment to the order

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SLA Exclusions

Jetpack’s SLAs do not apply in the following circumstances:
  • Orders received on Jetpack Holidays - SLA begins on the next business day
  • Goods not currently in stock - Orders awaiting inventory arrivals
  • Improperly labeled Goods inventory - Inventory with missing or incorrect labels
  • Orders without timely volume forecasts - Orders where volume forecasts (per order or unit of goods) have not been provided
  • Volume exceeding capacity - Orders where volume per fulfillment center exceeds 20% of the prior 30-day average
  • Orders during Force Majeure Events - Natural disasters, pandemics, strikes, or other events beyond Jetpack’s control
  • Cross-border shipments - International shipments may have extended timelines
  • Overdue invoices - Orders received while invoices are past due
  • Inventory cycle counts - Orders during scheduled inventory counts or physical inventories conducted at your request
  • Inaccurate information - Orders affected by inaccurate or incomplete information provided by you
  • Data entry errors - Orders affected by errors when inputting data in relation to goods
  • Third-party delays - Orders materially affected by negligent acts or omissions of third parties under your control
  • First 30 days - Orders received within the first 30 days of Jetpack commencing fulfillment for you
These exclusions are detailed in Clause 7.3 of Jetpack’s Terms of Service.

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Peak Season SLA Adjustments

Jetpack’s SLAs may be adjusted during Peak Season (the period between Thanksgiving and December 24) to accommodate increased order volumes across the fulfillment network. What to expect during Peak Season:
  • Jetpack will notify you of any SLA adjustments in advance
  • SLAs may extend by 1-2 business days depending on network capacity
  • Advance volume forecasting is critical during Peak Season
Use the Promotion and Bulk Order Upload Form to notify Jetpack of expected spikes in order volume during Peak Season, promotional events, or product launches.
If you have questions about Jetpack’s service level agreements, need clarification on specific timelines, or want to discuss capacity for large orders, contact Jetpack Care. Our team is always here to assist via Slack, phone, or email!