Manifest SLAs & Turnaround Times

Manifest's service level agreements (SLAs) define the turnaround times for inbound receiving and outbound fulfillment. The SLAs below apply to normal operations January through October. Extended peak season SLAs apply November through December. Our Holiday Guide, published October of each year, gets into further details of extended SLAs for peak season.

Inbound Receiving

• The day of physical inventory arrival is Day Zero — the next business day is Day One

• Receiving of non-compliant POS cannot begin until an accurate digital PO is created in ShipHero by the brand

• For non-compliance fees see Inbound Receiving Information, Requirements, and Non-Compliance Fees

Outbound Fulfillment — D2C

To qualify as a D2C order all of the following must be true:

• Fewer than 30 total units

• Shipping via Manifest's parcel shipping accounts

• Shipping to a residential address

• No special handling or pack-out required

• No document attachments.

The date and time an order becomes Ready to ship is called the Queue Date.

• To find your Queue Date, open the order in ShipHero and under the order's History, you'll see a date/timestamp with a tag added: qms_managed--this is the Queue Date (Day Zero) that begins SLA counting

  

• IF you do not see the qms_managed tag, review the order's status as it is Not Ready to ship and therefore we cannot begin processing the order

  

Outbound Fulfillment — B2B & FBA Prep

• The day a B2B or FBA Prep order becomes Ready to ship and has all applicable labels and/or documents attached to the order is Day Zero for SLA — the next business day is Day One. This is called the Queue Date

• For orders with unit, carton, and/or pallet-level labeling requirements, the labels must be attached to the order in advance (as noted above, SLA will not begin until labels are attached)

• To find your Queue Date, open the order in ShipHero and under the order's History, you'll see a date/timestamp with a tag added: qms_managed--this is the Queue Date (Day Zero) that begins SLA counting

  

  • IF you do not see the qms_managed tag, review the order's status as it is Not Ready to ship and therefore we cannot begin processing the order

    

B2B Thresholds — When Standard SLAs Do Not Apply

If any of the following conditions are met, the order exceeds normal processing thresholds and turnaround time will be determined on an individual order basis. If Manifest does not proactively communicate the need for additional time when these thresholds are met, standard SLAs as above apply:

• 10,000 or more total units

• 250 or more carton labels to be applied

• 1,000 or more unit-level stickers or labels to be applied

  • Note: unit-level stickers are counted per sticker, not per unit — an order with 500 units requiring two stickers each counts as 1,000 sticker applications and meets the threshold

Value-Added Services (VAS)

VAS work includes, but is not limited to:

• Pre-kitting

• Inventory barcoding, stickering, and/or labeling

• Inventory quality control

• Inventory cycle counts

Turnaround time for all VAS work is determined by Manifest's warehouse management team following a review of the scope of work and will be communicated through your account manager.