> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# D2C Turnaround Times + SLAs

> Understand Jetpack's service level agreements for B2C order fulfillment, including processing cutoffs, turnaround times, and delivery expectations.

<div className="page-intro">
  Meeting delivery expectations is critical to customer satisfaction. This guide outlines Jetpack's service level agreements (SLAs) for D2C order fulfillment, including regional processing cutoffs, turnaround times, and carrier delivery standards. Understanding these timelines helps you set accurate delivery expectations for your customers and monitor fulfillment performance.
</div>

## How Order Fulfillment SLAs Work

Jetpack operates Monday through Friday. Once an order reaches **Processing** status, its SLA countdown begins according to regional cutoff times. Orders that enter Processing before the cutoff start their SLA the same business day. Orders that enter Processing after the cutoff start their SLA the next business day.

<Info title="Processing Status">
  An order enters Processing status when it's ready to be fulfilled—meaning all SKUs are in stock, the shipping address is valid, and there are no holds or exceptions requiring attention. The SLA countdown begins at this point, not when the order first imports into Jetpack.
</Info>

***

## B2C Order Processing Cutoffs by Region

The processing cutoff determines when an order's SLA countdown begins. These cutoffs are based on the fulfillment center's local time.

| Region                | Cutoff Time | Time Zone                       |
| --------------------- | ----------- | ------------------------------- |
| **United States**     | 2:00 pm     | Local time (fulfillment center) |
| **Australia**         | 12:00 pm    | Local time (fulfillment center) |
| **Canada**            | 12:00 pm    | Local time (fulfillment center) |
| **EU (Netherlands)**  | 12:00 pm    | Local time (fulfillment center) |
| **Birmingham (UK)**   | 6:00 pm     | GMT                             |
| **Manchester (UK)**   | 8:00 pm     | GMT                             |
| **Wellesbourne (UK)** | 8:00 pm     | GMT                             |

**How Cutoffs Work:**

* **Before Cutoff:** Orders in Processing before the cutoff begin their SLA countdown the same business day
* **After Cutoff:** Orders in Processing after the cutoff begin their SLA countdown the next business day

<Warning title="Weekend and Holiday Orders">
  Orders that enter Processing on weekends or holidays will begin their SLA countdown on the next business day. Jetpack fulfillment centers operate Monday through Friday.
</Warning>

***

## B2C Order Fulfillment SLA

**Standard SLA:** Same day or next business day after the order enters Processing status and the SLA countdown begins.

### What This Means

* If your order enters Processing before the regional cutoff, Jetpack will ship it the same business day or the next business day
* Carrier pickup delays may add 1 business day to the overall timeline
* The SLA covers when Jetpack ships the order—not when the carrier delivers it to your customer

### Example Scenario

**US Fulfillment Center (2:00 pm cutoff):**

* **Monday, 1:00 pm:** Order enters Processing (before cutoff) → SLA countdown starts Monday
* **Expected Ship Date:** Monday or Tuesday
* **Carrier Pickup:** If carrier pickup is delayed, the order may ship Tuesday or Wednesday

**Monday, 3:00 pm:** Order enters Processing (after cutoff) → SLA countdown starts Tuesday

* **Expected Ship Date:** Tuesday or Wednesday

***

## Delivery Estimate Accuracy (DEA)

Delivery Estimate Accuracy (DEA) is the metric Jetpack uses to measure the health of the fulfillment network. DEA tracks the percentage of orders that are successfully delivered within their initial estimated delivery window.

### How DEA Is Calculated

DEA measures the time between an order's date of import and when it is delivered, then compares that time to the estimated delivery window based on the ship option selected. If an order is not in Processing status on the date of import (for example, due to pre-order status or out-of-stock SKUs), the start date for DEA performance is calculated from the date the order enters Processing status.

### Estimated Delivery Windows by Ship Option

| Ship Option   | Estimated Delivery Window                            |
| ------------- | ---------------------------------------------------- |
| **Economy**   | Within 7 business days after order enters Processing |
| **Standard**  | Within 7 business days after order enters Processing |
| **Expedited** | Within 3 business days after order enters Processing |
| **2-Day**     | Within 2 business days after order enters Processing |
| **Overnight** | Within 2 business days after order enters Processing |

These windows represent the combined time for Jetpack to fulfill the order and for the carrier to deliver it to the customer.

<Info title="Understanding DEA">
  DEA performance reflects both Jetpack's fulfillment speed and carrier transit times. If you need to understand carrier-specific transit times by destination, see [Carrier Transit Times by Country](/fulfillment/d2c/carrier-transit-times).
</Info>

***

## Factors That Affect Fulfillment Speed

Several factors can impact how quickly an order ships after entering Processing status:

| Factor                      | Impact on SLA                                                                                                                                                                                 |
| --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Processing Cutoff Time**  | Orders after the cutoff begin their SLA countdown the next business day                                                                                                                       |
| **Carrier Pickup Schedule** | Carrier pickup delays may add 1 business day to the shipping timeline                                                                                                                         |
| **Weekends and Holidays**   | Jetpack operates Monday through Friday; orders entering Processing on weekends or holidays start their SLA the next business day                                                              |
| **Out-of-Stock SKUs**       | Orders cannot enter Processing until all SKUs are in stock; review [inventory replenishment](/fulfillment/sending-inventory/managing-replenishment-schedules) strategies to avoid stockouts   |
| **Order Holds**             | Orders on hold (manual or automatic) do not begin their SLA countdown until released; see [Putting Orders on Hold](/fulfillment/tools-techniques/putting-orders-on-hold) for more information |
| **Action Required Status**  | Orders with address issues, missing SKUs, or other exceptions must be resolved before entering Processing; see [Orders With Action Required](/fulfillment/d2c/orders-action-required)         |

***

## B2B, FBA, and Work Order SLAs

While this page focuses on D2C (B2C) order fulfillment, Jetpack also fulfills B2B wholesale orders, Amazon FBA shipments, and work orders (kitting, case breakdowns, etc.). These order types have different SLAs and processing requirements.

**For detailed information on these order types, see:**

* [B2B Turnaround Times](/fulfillment/b2b/b2b-turnaround-times) - SLAs for wholesale, FBA, and pickup orders
* [How Kitting Works](/fulfillment/kitting-and-work-orders) - Work order SLAs for kitting, de-kitting, and case breakdowns
* [Returns SLAs](/fulfillment/returns) - Turnaround times for processing returned inventory

***

## Force Majeure and Exceptions

Delays caused by force majeure events are not creditable under Jetpack's SLA commitments. Force majeure events include:

* Natural disasters (hurricanes, earthquakes, floods, wildfires)
* Weather-related incidents (snowstorms, ice storms, severe weather)
* Power outages affecting fulfillment centers or carrier facilities
* Internet or telecommunications outages
* Other events beyond Jetpack's reasonable control

During force majeure events, Jetpack will communicate delays and work to resume normal operations as quickly as possible. Contact [Jetpack Care](/fulfillment/jetpack-care) for updates on fulfillment center status during severe weather or emergency situations.

***

## Let's Dive Deeper

<CardGroup cols={3}>
  <Card title="Our Approach to D2C" icon="box" href="/fulfillment/d2c">
    Back to the D2C overview
  </Card>

  <Card title="Order Status Overview" icon="list-check" href="/fulfillment/d2c/order-status">
    Understand what each order status means
  </Card>

  <Card title="Orders With Action Required" icon="triangle-exclamation" href="/fulfillment/d2c/orders-action-required">
    Resolve order exceptions before they affect SLAs
  </Card>

  <Card title="Carrier Transit Times by Country" icon="truck-fast" href="/fulfillment/d2c/carrier-transit-times">
    Average carrier delivery times by destination
  </Card>

  <Card title="Tracking Packages" icon="box-taped" href="/fulfillment/d2c/tracking-packaging">
    Monitor shipments after they leave the fulfillment center
  </Card>

  <Card title="D2C Standard Operations" icon="industry" href="/fulfillment/d2c/jetpack-standard-operations">
    How storage, picking, packing, and shipping work
  </Card>
</CardGroup>

<div className="jetpack-callout">
  <img src="https://mintcdn.com/jetpack/2iejPNBTYKEx6ntF/images/jetpack-logomark-256.png?fit=max&auto=format&n=2iejPNBTYKEx6ntF&q=85&s=340604ced4add3864f2641341826e1c9" alt="Jetpack" className="jetpack-callout-icon" width="256" height="256" data-path="images/jetpack-logomark-256.png" />

  <div className="jetpack-callout-content">
    <h4 className="jetpack-callout-title">Questions? Contact Jetpack Care.</h4>
    <p className="jetpack-callout-text">If you have any questions about SLAs or fulfillment performance, you can always contact Jetpack Care for help. Our team is always here to assist via Slack, phone, or email!</p>
  </div>
</div>