Service Level Agreement (SLA)

Service Level Agreement (SLA)

Service Level Agreement

This Service Level Agreement (SLA) defines the service level expectations and commitments of Phase V Fulfillment to its customers for the provision of fulfillment services. 

Phase V commits to the following service levels:


Phase V will receive and put-away inventory within three business days after product arrival. Please adhere to Receiving guidelines, to avoid delays and additional fees.

Phase V operates using a “Good Faith” method of receiving. We do not count each individual unit and rely upon the information provided on carton labels and ASN. Cases and pallets are still accounted for as a supplementary verification method.

Kitting Orders

For kitting requests, Phase V will provide an estimated completion date upon initial kitting request. Phase V can provide standard packaging materials such as boxes and mailers but we do not provide special materials. 

Order Accuracy

Phase V shall fulfill orders with 99.9% accuracy. In the event of an error on the part of Phase V that necessitates a replacement shipment, Phase V will bear the cost of the return postage or the value of the incorrect items shipped, whichever is less. Furthermore, Phase V agrees to waive replacement order fees and resend the corrected order. 

Customer Service and Support

Phase V is committed to answering questions and concerns within a timely manner. After contacting us via email or phone, you will receive a response the same business day. Our hours of operation are Monday through Friday 8:30am-5pm EST.

Shipping Insurance and Processing Claims

Shipping insurance claims will be submitted to the carrier by a Phase V team member by the next business day after the merchant requests a claim.

Orders & Shipping

Orders will be sent via Ecommerce connections into Phase V’s fulfillment system via API – or directly entered into Phase V’s system manually by client.  Clients are expected to use their own external shopping cart.

Orders will be picked, packed and shipped during standard business hours (M-F, 8:30AM to 5:00PM EST).  Standard orders will be shipped on the same business day if the shipping order is received before 12pm EST. If the order is received after 12pm EST, it will ship by the next business day.

Phase V’s OMS provides real time order status. Shipment tracking updates will be provided through our shipping carriers (FedEx, UPS, USPS) within their own online tracking systems.

Product Rotation

Product expiration dates, as well as LOT tracking, will need to be managed and FEFO product rotations are expected (First Expired, First Out) for products with expiration dates; FIFO product rotations are expected (First In, First Out) for products without expiration dates.

Phase V’s OMS allows our merchants to indicate lot numbers and expiration dates for each SKU.

FBA Prep Orders

Phase V will obtain a tracking number and have freight scheduled within 3-5 business days after we receive the order.

B2B and Wholesale Orders

Phase V will obtain a tracking number and have freight scheduled within 3-5 business days after we receive the order.


Phase V will process returns within a 5 day turnaround.