During the holiday season, ShipHero experiences a significant increase in order volume, particularly between Black Friday and Christmas.
- We will inform you about all the peak season surcharges through email.
- You will also see the peak season surcharge on your invoices, including the cost breakdown for each order.
- More info HERE
Deadlines for peak season 10/31/23 – 1/15/24:
- Receiving inventory in compliance can take up to 10 business days. Inventory not following our receiving guidelines will be subject to longer wait times, possible rejection, and fees.
You must send your items beforehand so we can receive and ship them during our busiest days. Please inform our customer service or your CSM about the season's forecast to plan accordingly.
Carrier Services & Deadlines:
Use the below deadlines to communicate effectively with your customers.
Order deadlines are based on the shipping cutoff time of our slowest carrier. Review our Shipping capacity HERE.
- Standard shipping: November 9
- Expedited shipping: November 10
- Standard shipping: December 9
- Expedited shipping: December 10
- Standard shipping: December 22
- Expedited shipping: December 27
ShipHero is not responsible for delays caused by carriers. Some carriers may not scan packages during peak season.
- Standard Orders will be fulfilled within 5 business days. This does not include transit times. The delivery of orders will be based on the deadlines of the carrier.
- Expedited Orders will be fulfilled within 3 business days. This does not include transit times. The delivery of orders will be based on the deadlines of the carrier.
- Overnight Orders will be fulfilled within 2 business days. This does not include transit times. The delivery of orders will be based on the deadlines of the carrier.
- Marketplace (Amazon, Walmart, etc.) orders will be fulfilled within 48 business hours. This does not include transit times. The delivery of orders will be based on the deadlines of the carrier. To avoid issues on your seller account, click HERE to learn how to adjust your handling time.
- Standard orders will fulfilled between 7-10 business days. Overnight and Expedited shipping is only available for orders with less than 50 picks.
- Important reminder: If you change the shipping method for an order after it has been imported, we cannot guarantee that it will be processed. The order will still be fulfilled within the original shipping method's SLA but will be shipped with the updated shipping method. For example, if you initially selected Standard shipping on Monday and then changed it to Expedited on Wednesday, the order will still be prepared within 5 business days. However, it will be shipped using expedited timelines with the carrier. Review our shipping methods and carrier details HERE.
- Important reminder: Orders must be imported as "Ready to Ship" (meaning no blockers or holds are added) to be shipped within this time frame.
Special projects during Peak season:
Some special projects may not be available during Peak (November 1 and December 31). Completion of these projects is subject to warehouse capacity and availability. They must be pre-approved by October 15.
Returns during Peak season:
ShipHero will process returns during Peak season as time permits. It is possible returns will not be processed until after January 15, 2024. We will resume standard returns processing on January 15, 2024, and intend to be caught up with the peak season backlog by February 1, 2024.
Customer support during peak :
- Our support will remain available Monday to Friday, 6 AM to 10 PM ET/Saturdays & Sundays, 10 AM to 3 PM ET. Starting on 11/1/23, we will extend our weekend support from 9 to 5 EST. Check how to contact support by clicking HERE.
- Our support team aims to respond to tickets within 2 hours of receiving them. We will continue with the next response within 4 hours and aim to resolve any issues within 2 business days. The time to resolve an issue may vary depending on its complexity and availability. This response time does not include other support teams, such as Special Projects, Carrier Claims, or Billing.
- You will have 24/7 access to ShipHero Fulfillment Support through our Ticketing System HERE
ShipHero’s Peak Season Service Level Agreements recap:
- In compliance, shipping plans will be received within 10 business days.
- B2B and D2C standard orders will be fulfilled within 7-10 business days.
Warehouses 2023 holiday schedules:
Our warehouses will be open 7 days a week during Peak Season (11/1 – 12/31).
Some warehouses will be closed on Holidays. Check HERE