ShipHero Customer Support
SLA: 1st response within 1 business hour
Our support team is available 8 am-11 pm EST Monday-Friday and 10 am-3 pm EST on Saturday. Sunday support will start from 9/18 to cover peak season. For specific inquiries, you can reach a fulfillment expert by clicking HERE
Receiving Inventory (Shipping plans)
Non-Peak season SLA : 3 - 5 business days -arrival day is considered day 0 (cero)
Peak season SLA: 5 - 7 business days -arrival day is considered day 0 (cero)
- Less than 6 pallets
- Small parcel shipments
- Over 6 pallets but less than truckload: Up to 7 business days from arrival day.
- Truckload (26 pallets)/half container: 7-10 business days from arrival day.
- Full container - Less than 2 full containers: Up to 14 business days from arrival day.
- We only receive inventory on weekdays Mondays to Fridays between 7 am- 3 pm warehouse local time
- Find more information HERE
Booking inbound shipments SLA:
- LTL shipments need to be scheduled at least 24hrs in advance.
- FTL and containers need to be scheduled 72hrs in advance.
- Small parcel if you are sending in a batch that has 20 boxes/cartons or more it needs to be scheduled 24hs advance.
- Find more information HERE
Shipping orders SLA:
- If the order was imported into SFapp by Noon (warehouse local time) it will be shipped the same business day. During Peak season same-day shipping is not guaranteed.
- We ship orders during business days.
- Orders placed after Noon (warehouse local time) will be shipped the following business day
Note: the orders must be on a Ready to ship status meaning there are no holds or issues with inventory etc. For more information click HERE
Filing claims SLA:
Carrier claims submissions can take up to 4 weeks for an update from the carrier on whether the claim was denied or approved. For more information click HERE
Special projects SLA:
We will provide the cost and timeline within 24-72 business hours. Our timeline and quote will be subject to the project size, scope, and warehouse availability. For more information click HERE
Disposal/Removal of Inventory
SLA: Items will be moved to a non-sellable location for 30 days max. For more information click HERE
