Order Fulfillment Service Level Agreement

Service Level Agreement (SLA) for Order Fulfillment

This document outlines the agreed-upon service standards for processing and shipping orders placed through Club O.

1. Scope

This SLA applies to all domestic online orders placed through our website or other sales channels.

2. Service Commitments

• Processing Time: We aim to process and ship orders within 3-5 business days of order placement. This includes order verification, payment processing, picking, packing, and order handoff to the carrier.
• Transit Time: We utilize carriers that offer estimated delivery times of 5-7 business days.

3. Exceptions

• Orders placed after a specific cut-off time (e.g., 2:00 PM PST) may not ship the same day but will be processed according to the SOP the following business day.
• Order processing times may be extended during peak seasons or due to unforeseen circumstances. Customers will be notified in such cases.
• In case of carrier delays due to weather or unforeseen events, customer service will communicate updates based on information received from the carrier.

4. Monitoring and Communication

We are committed to monitoring our performance against this SLA. We will proactively communicate any anticipated delays in order processing or shipment to our customers.

5. Review

This SLA will be reviewed and updated periodically to reflect any changes in procedures, carrier services, or customer needs.

6. Conclusion

By adhering to this SLA, we aim to provide a consistent and reliable order fulfillment experience for our customers. We value your business and appreciate your understanding.