Service Levels Policy
On this page
- Eligible Accounts
- Exclusions and Limitations
- Shipment Accuracy
- Order Processing
- Service Level Claims
Service Levels Policy
This service levels policy (“Policy”) is incorporated into the Shipwire terms of service as published on the Shipwire website (“Terms”). In the event of any conflict or inconsistency between this Policy and the Terms, the Terms shall control. All capitalized terms not otherwise defined in this Policy will have the meaning given them in the Terms.
1. Eligible Accounts
Only full Accounts in good standing are eligible for service levels. Service levels do not apply to products prohibited by our Acceptable Use Policy. We offer service levels for Shipwire Services only. Service levels can be suspended, modified or revoked at our sole discretion without prior notice to you. Shipwire specifically reserves the right to change, modify or withdraw these service levels.
2. Exclusions and Limitations
Service levels do not apply to, (1) shipments that are made while your Account is not funded or on hold; (2) shipments that include any items not currently in stock; (3) freight or 3rd party carrier Account shipments; (4) orders with over 10 items; (5) international shipments, or shipments crossing a national border; (6) Shipments requiring premium or oversized packaging; (7) shipments with a Project attached or customer has requested change to, edited or in any way modified the order after submission to the warehouse; (8) carrier label printing being unavailable due to events outside of Shipwire control, (9) reshipments of an order under section 1.10.3 below; (10) inventory improperly labeled by merchant or improperly described in the Shipwire system; (11) orders in excess of the warehouse specific daily trended average for a customer, absent a customer’s notification to Shipwire, and Shipwire’s receipt of, at least 1 week in advance that there will be a volume spike,(12) merchants on legacy pricing plans; (13) merchants that have been excluded from service levels specifically by Shipwire and at Shipwire’s sole discretion; (14) does not apply to shipments which are delayed due to causes beyond Shipwire’s control, including but not limited to, the following: Acts of God, failure or unavailability of any third-party system outside of Shipwire’s direct control that results in our inability to rate and communicate orders to the warehouses, riots, strikes or other labor disputes, civil commotions, natural disasters, terrorism, weather phenomena and/or disruptions in air or ground transportation networks, (15) Shipments made during excluded dates. Excluded dates include (i) warehouse holidays as listed on www.shipwire.com; (ii) “Peak Season” dates including the Friday after Thanksgiving, the week of Cyber-Monday, the first week of December, Mondays during December, December 12th-25th and New Years Eve. During Peak Season dates Shipwire will endeavor to maintain our shipping service level; however, we cannot offer the service level guarantees due to unforeseeable spikes in merchant shipping volume. All credits will be applied to the merchant’s Shipwire Account. Receiving a service level credit in the past does not waive our right to deny a service level credit in the future. Only one credit is permitted per order, in the event of a multi-package order, a refund or credit will be given only for the portion of the order applicable. Shipwire will not be liable for any refund or credit if the package is available for carrier pickup; but, the carrier does not pick-up.
3. Shipment Accuracy
3.1. Shipping Accuracy Level: This applies only to eligible Accounts in Good Standing where no exclusions or limitations are present. Shipping accuracy means we will ship the inventory as requested in the order to the address you specify.
3.2. Remedy: If we do not meet the shipping accuracy level, then we will ship any available replacement merchandise via the same shipping method as the original shipment with shipping costs paid by Shipwire, and credit your Account for an equal number of item picks as the original order requested. Additionally, at our discretion and when the carrier makes this service available, we will request our shipping partner retrieve your merchandise at our expense, or compensate you for lost or missing merchandise as detailed in our Limitation of Liability. Shipwire bundles $100 of loss/damage protection with most orders and we strongly recommend that merchants insure all shipments against loss or damage. We are not liable for lost product, loss of business or for consequential or incidental damages for shipment. Shipwire is not liable for shipping errors by third party shippers.
3.3. Limitations: Shipping accuracy does not mean we will ship every order with exactly the carrier you select as carriers sometimes change service level or their systems are not available and Shipwire may fail-over to a similar carrier in order to ship the inventory as quickly as possible. Shipping accuracy does not mean that the final shipping price will exactly match the rate initially displayed as these terms detail that all shipping rates displayed are estimates until final carrier bills are received. Shipping accuracy does not mean that the inventory will arrive to the end recipient in a timely manner or undamaged.
4. Order Processing (Domestic)
Shipwire will process all Orders received in the Facility by 10:30 AM local facility time (the “Cut-Off Time”) on the same business day up to 120% of the Daily Forecast unit volume (the Daily Forecast shall be each weeks’/months’ Forecast divided by the number of business days in the applicable Forecast). All volume above 120% of the Daily Forecast volume that is not shipped the same day shall be included in the next business days shipment volume. If an Order is received after the Cut-Off Time Shipwire will make reasonable efforts to process the Order the same business day, and if it is nonetheless unable to do so, it will process the Order by the close of business on the next business day after receipt, subject to the forecast limitations stated above. If the actual number of units shipped in a particular week/month is less than 80% of the total Forecast for that week/month, Customer shall pay Shipwire the amount equal to the difference between the actual Service Fees charged during the week/month and the Services Fees that would have been due had 80% of the number of units in the Forecast shipped that week/month (“Forecast Variance Charge” or “FVC”). The FVC will be determined by multiplying the average Service Fee per unit during the preceding week/month times 80% of the number of units in the Forecast. If Inventory is available and allocated to the Order, it will be released to the Facility for shipping. However, in the event that Shipwire does not have enough Inventory to fulfill an Order on the day received, Shipwire will follow the applicable Facility standard operating procedures (“SOP’s”).
4.1. Order Processing (Export): Subject to the limitations stated in Section 4 above and provided that Customer has signed an Export TOS or Agreement with Export Services, Shipwire will process all Export Orders received in the Facilities by 10:30 AM Local Facility Time (the “Export Cut–Off Time”) within two business days for non-peak times (January – October) and within three business days during peak periods (November – December).
4.2. Holiday Order Processing: Subject to the limitations stated in Section 4 above, during the “Holiday Period” which means the calendar period starting on Thanksgiving Day and going through December 31st, Shipwire will process all Orders received in the Facility by 10:30 AM Local Facility Time by the end of the next business day. If an Order is received after 10:30 AM Local Facility Time during the Holiday Period, Shipwire will process the Order within two business days.
4.3. Notwithstanding anything to the contrary herein, the Order Processing SLA’s set forth in Sections 4, 4.1, 4.2 herein may be void at Shipwire’s discretion.
4.4. Remedy: If an order is sent to the warehouse by 05:30 local warehouse time and we do not ship in the time period defined herein we will review and at our discretion credit your Account the item handling/picks within 7 days of your use of our Report a Problem interface to notify Shipwire of the service level.
4.5. Limitations: This service level applies only to eligible Accounts in good standing when no exclusions or limitations are present. Same Day Shipping is specifically excluded on weekends, holidays and Peak Season dates described in Service Level Exclusions above. Note: All orders are submitted to the warehouses as described at www.shipwire.com, and per your Account preferences. In some cases, carrier tracking numbers do not go live until sometime after the shipment has been handed to the carrier, as such tracking number availability or ship time as reported by the carrier are not determinations of shipment.
4.6. Remedy: If we do not ship in the time period defined herein we will credit your Account the item handling/picks back within 7 days after you use our Report a Problem interface and notify Shipwire of the missed time-line.
4.7. Limitations: This service level applies only to eligible Accounts in good standing when no exclusions or limitations are present. The 24 hour time period is defined as the time the order is submitted to the warehouse to the time that the order is ready for pickup excluding weekends, holidays and Peak Season dates described in 1.10.2 above Note: All orders are submitted to the warehouses as described at www.shipwire.com, and per your Account preferences. In some cases, carrier tracking numbers do not go live until sometime after the shipment has been handed to the carrier, as such tracking number availability or ship time as reported by the carrier are not determinations of ship levels.
5. Service Level Claims
To make a claim under one or more of the Service Levels, your Account must be in good standing and no exclusions must be present. For Shipping Accuracy service level you must use the “Report a Problem” interface in your Shipwire Account on a per order basis. In the event you have paid for Expedited Handling on any order, our failure to ship within this expedited time window will result in a credit back to your Account within 3 business days for the extra charge for Expedited Handling.