Manifest's service level agreements (SLAs) define the turnaround times for inbound receiving and outbound fulfillment. SLAs below apply to normal operations January through October. Extended peak season SLAs apply November through December — see the Holiday Guide for details.
Inbound Receiving
Compliant ASNs are received within 3 business days. New merchants sending their first ASNs during onboarding receive 5 business days to allow Manifest's team to gain familiarity with your inventory. Non-compliant ASNs are assessed on an individual basis after arrival — turnaround time cannot be confirmed until the ASN is inspected.
Important notes: the day of physical inventory arrival is Day Zero — the next business day is Day One. Receiving of non-compliant ASNs cannot begin until an accurate digital PO is created in ShipHero by the merchant. For non-compliance fees see Inbound Receiving 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, and no document attachments.
Orders imported to ShipHero before 12:00pm CT on a business day will have a shipping label generated the same business day. Orders imported after 12:00pm CT will have a label generated the next business day.
Outbound Fulfillment — B2B & FBA Prep
SLA begins on the day the order enters Manifest's fulfillment queue — Day Zero. SLA commitments apply only when any unit, carton, and/or pallet-level labels have been attached to the order and a confirmed, approved SOP is on file for the merchant. If any of these are missing, processing will not begin and no SLA clock starts until all are in place. To find your queue date, open the order in ShipHero and look for the System User entry in the order history log that reads "We added an order tag of: queue from automation rule Add Queue Management Tag." For full instructions on calculating your SLA due date see Why Hasn't My B2B Order Shipped Yet?
Standard B2B Order: ready for shipment in 3 business days from queue date.
B2B/FBA Order with Carton- or Pallet-Level Vendor Compliance: ready for shipment in 4 business days.
B2B/FBA Order with Unit-Level Vendor Compliance: ready for shipment in 5 business days.
"Ready for shipment" means either a label or BOL has been generated by Manifest using Manifest's parcel or freight accounts, or the order has been packed and staged by Manifest for pickup using a third-party parcel label or freight BOL provided by the merchant.
If you are unsure which B2B order type applies to your order see B2B Order Types and SLAs.
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 basis. If Manifest does not proactively communicate the need for additional time when these thresholds are met, standard SLAs 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 orders — including pre-kitting, inventory barcoding, stickering, labeling, and quality control — are assessed on an individual basis. Turnaround time is determined by Manifest's warehouse management team following a review of the scope of work.
For instructions on how to check whether your specific order is within SLA, see Why Hasn't My B2B Order Shipped Yet? For D2C orders see Why Hasn't My D2C Order Shipped Yet?