We're updating the Terms and Conditions, Data Processing Addendum, Marketplace Terms, and Fulfillment Center Terms. The updates go in effect on May 1, 2026. Please read the new terms.
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SFC 1 Day SLA Terms (Old)

SFC 1 Day SLA Terms

In the event Customer elected to purchase the optional one day SLA as reflected on the applicable Order Form, the following terms supersede any conflicting Fulfillment Service Level Agreement and are incorporated into the Agreement.

1. Overview

This Fulfillment Service Level Agreement (“SLA”) details the service level commitments associated with the services (the “Service”) provided by Sender, Inc. (“Sendoso”) pursuant to the agreement by and between Customer and Sendoso (the “Agreement”).  Capitalized terms used but not defined in this SLA shall have the meanings given to them in the Agreement. This SLA applies only to orders originating from or arriving to the PHX (Phoenix) SFC.

2. Order Processing

Sendoso commits to use commercially reasonable efforts to process orders placed on the Sendoso platform at www.sendoso.com within the Processing Timeline after such order is placed (the “Service Commitment”), except for Exceptional Orders as set forth below.  If an order is placed after 12:00 pm Mountain Time, then for purposes of the SLA, the order will be deemed to have been placed on the next business day thereafter.  The SLA for processing orders begins when the order is successfully entered by a User into the Sendoso platform (or as otherwise stated below) and completes when  Sendoso ships the order (“Processing Timeline”).

An order will be deemed to have been processed at the time that the applicable items have been delivered for shipping to the designated carrier.

The Service Commitment will not apply to the extent that a delay is caused by any of the following (“Excused Delays”): (a) acts or omissions of Customer, (b) communication disruptions in network or internet connectivity originating from Customer; (c) acts or omissions of third party carriers; (d) scheduled system down periods or maintenance updates; (e) acts of God, acts of civil or military authorities, riots or civil disobedience, wars, strikes or labor disputes (“Force Majeure Events”); or (f) any other cause outside the reasonable control of Sendoso.

Additionally, certain orders may require longer processing times, either due to the nature of the item orders, the level of additional services required in connection with the item, or the volume or quantity of the order (”Exceptional Orders”).  In such cases, Sendoso will make reasonable efforts to provide notification to the customer of the applicable order processing timeline, and the Service Commitment will not apply to such order. Notwithstanding the above, Sendoso commits to the following Processing Timelines, according to the below use cases:

  • 1 business day (“Standard Processing Timeline”)

Exceptional Orders:

  • Bulk orders and event orders with greater than 15 items‍
  • ‍Special Services or Customization, including Handwritten notes
  • In instances where additional customer follow-up is sought, including address confirmation and validation‍
  • ‍An order that does not meet our international shipping requirements available at https://sendoso.zendesk.com/hc/en-us/categories/360005550151-Warehouse-Capabilities‍
  • An order that is an Amazon order 
  • An order that cannot be filled due to insufficient inventory
  • Any changes to orders after the order is placed in the system
  • An order that is suspended due to issues with, but not limited to, inventory missing, inaccurate notecard details, inaccurate packing instructions, failed integrations
  • Instances of unexcused Processing Timeline failures of physical sends will be resolved through mutually beneficial solutions (which may include overnight shipping) as determined by the parties and based on the communicated delivery date.

3. Receiving Processing

Sendoso is responsible for making received inventory available for sending on the platform (“Receiving Timeline”) within 1 Business Day of receipt of actual physical inventory (“Receiving Timeline”). Business Days are calculated according to the receiving Sendoso Fulfillment Center. Business Days for PHX (Phoenix) Fulfillment Center are Monday - Friday, 6:00 am - 2:30 pm MST. The Receiving Timeline shall not apply when inventory is received 1) without a Ship Notice, 2) with a Ship Notice containing inaccurate information or 3) not in accordance with Sendoso’s receiving guidelines available at https://sendoso.zendesk.com/hc/en-us/articles/115008222727-How-to-create-a-Ship-Notice-and-ship-items-to-Sendoso-s-warehouse (“Inaccurate SN Delay”). Receiving Timelines shall not apply when delay is due to Excused Delays beyond Sendoso’s control. The Receiving Timeline and SLA applies only to inventory sourced through Sendoso.   

4. Service Level Credit

Sendoso will complete no fewer than 95% of all orders within the Processing Timeline and Receiving Timeline. (“SLA Target”). At the end of each quarter of a year, (as determined by a financial calendar beginning January 1), and provided Customer gives written notice within ten days of the end of the applicable quarter, Customer may request that Sendoso review its attainment of the SLA Target. 

Should Sendoso fail to achieve the SLA Target for the Processing Timeline over the course of a given quarter, Sendoso will credit the Customer’s Account Balance in the amount of the shipping cost for all qualified orders that fell outside of the Standard Processing Timeline Commitment owed under the affected Order Form, up to 95% (“Outbound SLA Credit.”)

Should Sendoso fail to achieve the SLA Target for the Receiving Timeline over the course of a given quarter, Sendoso will credit the Customer’s Account Balance in the amount of $250.00 USD per Ship Notice up to 95% (“Inbound SLA Credit.”)

In no event shall the aggregate of Outbound and Inbound Credits exceed more than $10,000.00 USD within one calendar year. 

5. Customer Support

Sendoso will be available for customer support between 2:00am and 8:00pm Eastern Time on weekdays.  Sendoso will respond as promptly as reasonably possible to all support calls placed by Customer, and following initial contact using the primary number, Sendoso will respond within a time frame which is determined based on severity.  The contact for customer support is as follows:

Support Portal: http://sendoso.zendesk.com/

Support chat available within the Sendoso platform.