Effective Date/Last Revision: July 14, 2023
This Policy outlines the Service Level Agreement for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Service Level Agreement.
Unless otherwise outlined in your contract, our current service level agreements (SLAs) and processing times are as follows.
Account Managers / Support:
Replies by the following business day.
Warehouse SLAs:
All are based on local warehouse time (below) and expressed in business days.
Warehouse Timezones:
- Edison, NJ (Eastern Time, GMT-5)
- Northampton, PA (Eastern Time, GMT-5)
- Grand Prairie, TX (Central Time, GMT-6)
- Carrollton, TX (Central Time, GMT-6)
- Kansas City, MO (Central Time, GMT-6)
- Buena Park, CA (Pacific Time, GMT-8)
- Milton Keynes, UK (UK, GMT+1)
Standard Receiving:
5 business days
Orders:
- DTC Orders
- Same day if processing by 11am local time to the warehouse.
- Next business day if processing after 11am local time.
- Wholesale Orders: 3 business days
Returns:
10 business days
Projects:
Varies based on project and size. When submitting a project, request a time estimation for how long the project will take.
Volume Spike
Customers must notify Airhouse at least 1 week in advance if they are expecting a volume increase. SLAs are suspended for unexpected spikes in order volume.
Peak Season
SLAs are suspended during peak shipping season (mid-November through December). Airhouse will prioritize DTC order fulfillment. Inventory receiving may be delayed or unavailable on select days. Other services may be impacted (such as special projects, returns processing). Please contact your Account Manager for more specifics around this period starting in October.
Policy violation:
If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.
In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.
The latest version of our Receiving and Inbound Order Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.
If you have any questions about this Policy, please contact us at team@airhouse.io.