A service level agreement (SLA) is the tier of shipping that categorizes the estimated or promised shipping time of an order. SLAs also cover Flexports agreements while receiving inbounds, such as how quickly products will be received during inbound.
Inbound SLAs
Once the inbound shipment arrives at Flexport replenishment facilities, the following inbound SLAs apply for palletized inbounds:
- Received within 2 business days if they arrive prior to 12PM (local time of site)
- Received within 3 business days if they arrive later than 12 PM (local time of site)
Once the inbound shipment arrives at Flexport replenishment facilities, the following inbound SLAs apply for floor loaded containers:
- Received within 3 business days if they arrive prior to 12PM (local time of site)
- Received within 4 business days if they arrive later than 12 PM (local time of site)
Note
- If inbound shipments arrive early, ahead of their appointment schedule, the SLA will start from the appointment time. For example: If the shipment is scheduled at 1 PM but arrives at 11 AM, the SLA would start from 1 PM.
- If inbound shipments arrive later than the scheduled appointment, they will be considered a "work in" and received at the Fulfillment Center's next available appointment slot
- Containers may remain on site for up to 4 calendar days, from the time the container is dropped to empty container pickup.
Example 1: Floor Loaded Container inbound arrived at 10 am PST on Tuesday, February 21 for a location in California
Since the inbound arrived before 12 pm PST, we will have it ready to ship from our warehouse no later than 5 pm PST on Friday, February 24.
Example 2: Palletized inbound arrived at 3 pm ET on Tuesday, February 21 for a location in New Jersey
Since the inbound arrived after 12 pm ET, Wednesday, February 22 is considered the first processing day for the order. In this instance we will have it ready to ship from our warehouse no later than 5 pm ET on Friday, February 24.
Outbound SLAs
We will have your order or transfer ready to ship from our warehouse within 3 business days of the request being received as long as it is submitted by 12 pm in the timezone of the site. This SLA applies for any outbound from Replenishment, regardless of whether it is a transfer to our ECommerce network, transfer to FBA, or an outbound to a retailer or wholesaler. The business days for all our sites are Monday-Friday. If you believe your outbound is past SLA and still has not shipped, please contact our Support team. We will investigate and get you an answer ASAP.
2025 holidays
The following list contains all holidays for our Replenishment sites. If your order or inbound is around these dates, please add an additional day to our ready to ship guarantee.
Date | Reason |
January 1, 2025 | New Years Day |
May 26, 2025 | Memorial Day |
July 4, 2025 | Independence Day |
September 1, 2025 | Labor Day |
November 27, 2025 | Thanksgiving |
November 28, 2025 | Day after Thanksgiving |
December 25, 2025 | Christmas |
Exclusions and limitations
Flexport will do its best to maintain our delivery service level; however, we may be unable to do so should there be unplanned spikes in shipping volume due to:
- “Peak Season” dates
- Warehouse holidays
- Unforeseen technical errors
- General carrier disruptions outside of Flexports control