Our SLAs

We endeavour to meet consistent expectations for all services. Please ensure that all orders and ASNs are properly uploaded to the Sitruna Logistics dashboard to allow us to meet these SLAs.

SLA: Orders placed before 2pm will be dispatched the same-day

Imported orders must be in 'processing' status before 2pm

Orders are not shipped on Saturdays, Sundays or Bank Holidays (Saturday shipping will be in peak periods only with prior written notice)

Note: At this point in the fulfilment process, we will ensure the order is packed, labelled, and ready to ship. However, there are known instances where the carrier cannot pick up on time, which can cause a delay of one business day.

SPD (Carton) Orders

SLA: 72 hours (Business days only, We aim to dispatch smaller orders within 48 hours) 

Before 12 PM: 72 hours starting the same business day.

After 12 PM: 72 hours starting the next business day.

Note: The above SLA is not applicable if we need to input on databases or EDI systems, or if there are any special requirements to consider.

LTL (Pallet) Orders

SLA: 72 hours (Business days only) 

Before 12 PM: 72 hours starting the same business day.

After 12 PM: 72 hours starting the next business day.

Note: The above SLA is not applicable if we need to input on databases or EDI systems, or if there are any special requirements to consider.

Note: Ths SLA covers the preparation of cartons and pallets, these timelines are a guide for goods to be ready for collection at the end of the specified timeframe. 

SLA: Standard processing between 3-4 days; for larger removals, process can take 3-4 months due to Amazon delivery speeds.

Note: Removal orders are dispatched from Amazon in different packing templates/quantities. Carriage on some consignments can take up to 16 weeks, we will process products continually while arriving at our locations, but there may be delays in the processing due to carriage times from dispatching FC.

SLA: 3 business days

3 business days once the ASN is moved to "Arrived" status

Delivery will be marked as "Arrived" within 24 hours of being dropped off at our fulfilment centre. The day of delivery is considered day 0.

Inventory that arrives without an ASN submitted will be put on-hold until rectified. 

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SLA: 3 business days if barcode/FNSKU is provided by the client. 

Note: Standard FNSKU labels will be printed on site with high quality thermal roll labels. 

SLA: 3 Business days

Note: Product preparation can be completed in the specified timeframe if all products and packaging are on site. If packaging has to be ordered this will extend the process.