LL - Fulfillment Expectations
Fulfillment and Shipping Expectations
We are currently shipping out of 3 warehouses: (implemented to get the popular products shipped to customers in a timely manner)
Pitney Bowes- Greenwood, IN (carries all our products)
Pitney Bowes- Reno, NV (carries CERA, HYG, PCO, BME, FTN, DTH, POX)
**Pitney system automatically receives the order and assigns to the correct warehouse by address and what is in stock at the warehouse)
Jet Pack Logistics- BME, POX (Mid February 2023 DTH & FTN added) (CERA in the works)
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-Length of time it takes for an order to be sent to fulfillment after the order is placed
-Length of time it will take for it to be fulfilled and out the door of the warehouse
-Length of time to be delivered to the customer
-Holiday/weekend times & procedures
-Canceling an order before it’s shipped
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There is a 12 hour (estimated) hold on Sticky.io orders before they are sent to ShipStation to be shipped, (Shopify orders post to SS immediately). Once in ShipStation they are held for about 6 hours before being sent to the warehouse for packaging.
Orders shipping from Pitney Bowes, it arrives in "RECEIVED" status. During this time they will determine if there is stock available to fulfill the order. If so, the order will be placed in "VERIFIED" status. Once it reaches this status, it's too late to make changes or cancel. The following statuses "PRINTED" meaning they are packing us up.Once it's been packed up, it will changed to "SHIPPED" status.
Orders shipping fro JetPack, it arrives in "RECEIVED" status. It will move to "PROCESSING" when they are packing it up...we can not cancel or change an order once it hits this status. The final status is "DONE" and tracking is assigned and it is on its way to the customer.
The time it takes for an order to move from fulfillment to out the door is all dependent on how busy the warehouse is. The most common fulfillment delay is no more than 24 hours. This means it should take no longer than 24 hours from when the order is placed by the customer to when our fulfillment center receives the order to prepare it for shipping.
All orders received at the warehouse by 2 pm CST are usually processed the same day.
After 12 pm CST are processed the next business day.
Orders received after 1 pm CST on Friday (or 12 pm CST the day before a holiday) ship out the following Monday, or the business day after the holiday.
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Delivery to the customer -
When following tracking on a package, it is important to know the terminology used in the PB tracking:
Arrived Shipping Partner Facility, USPS Awaiting Item - Still in PB possession at the city listed
Departed Shipping Partner Facility, USPS Awaiting Item--still in PB possession at the city listed
Left Facility--at the city listed and headed to USPS
USPS in possession of the item--this means it is at the post office closest to the destination. This indicates delivery should be expected in a day or 2
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Delivery time depends on where in the US the package is being shipped to, but delivery time is usually within 5-7 days, unless there is a holiday or the shipper is experiencing delays.
**WEATHER DELAYS ARE POSSIBLE AND THEY WILL BE POSTED IN THE ch_important_upates SLACK CHANNEL**
Orders can be cancelled in the small window, before they are received in ShipStation and there may be a very small window of time before they are issued a tracking number in SS that they can be cancelled.
However, once a tracking number has been issued it is too late to stop an order from shipping.
Orders can be placed on weekends, and fulfillment closes at 4 pm CST on Friday. This means no packages go out over the weekend. There's a chance that orders placed late on Friday (around 12 pm) will be processed for shipping the following business day (Monday)
Delays in shipping are the single biggest operational driver for driving chargebacks.