Our Operating Guidelines

1. Inbound Estimated Timelines (in business days)

2. Inbound Ship Notices

The more notice we have the better we can prepare for your delivery.  Please provide us the shipping notice electronically or a copy of the packing slip at least 3 business days in advance of the delivery being made. To minimize congestion on our docks and staging areas, we will not begin unloading a truck until we have received a shipping notice and the system is uploaded with its data.

3. Inbound Appointments

1. Inbound deliveries require appointments to be made as early as possible and at least 2 business days before the desired delivery date.  We will work to accommodate the carrier’s delivery preferences within reason.  This requirement for delivery appointments must be on all shipping documents and with your carrier making the delivery.
2. Information required to book an appointment:
   1. Your company name
   2. The carrier name and contact information
   3. Preferred appointment date and time
   4. Number of pallets or the number of pieces and container size if floor loaded

4. Appointments (Missed, Late, or Unscheduled)

Carriers must arrive on time for appointments.  Labour and other resources have been reserved for handling the product.  Carriers not arriving according to their appointment or arriving without making an appointment may;

1. generate extra handling fees for the unutilized resources
2. have to wait until our resources needed are available to unload/load
3. cause the carrier to be asked to leave and return another time or date.

5. Delivery Processing

The more complete information we have and the earlier we have it improves our probability of success of processing your inventory effectively.  Other factors also have an impact on our ability to process inbound deliveries quickly; they include deliveries with an above average number of stock keeping units, stock keeping units not loaded sequentially from shipping point, a vessel arriving with an above average number of containers destined for our customers within the same window of time, above average volume or urgent services needed for other customers.  All reasonable efforts will effort to process inbounds quickly.

6. Inventory available for orders:

The inventory received on the deliveries will not be available for orders until the entire receiving process is complete.  We do this to maintain the integrity of the inventory records.  We recognize that variables earlier in the supply chain can cause deliveries to arrive late which may require an expedited unloading and processing of the delivery to meet outgoing orders.  If this happens, you need to make us aware as soon as possible so we can prepare the necessary resources to expedite our processes.  We will apply a 50% surcharge of the Handling Inbound fees to accommodate the extra attention and resources needed for this type of exception.

7. Reconfiguring Product:

From time to time your product may need to be reconfigured, repackaged, or labeled to a new specification or installed into displays.  We have considerable experience in this regard and are willing to work with your team. For small projects, we simply invoice for the time and materials required to complete the project. For larger projects, we will complete a sample run and estimate the time to complete the work in advance. Like processing orders above, we need as much notice as possible to prepare for the project and the time to complete varies significantly, the scheduling will be provided once we understand the scope of the project. No work will be done until you authorize us to proceed.

8. Order Processing Time (in business days)

9. Order Processing:

1. To prepare your orders accurately and align our resources we need as much advance notice as possible.  The major retailers generally provide a reasonable amount of time to process orders and many independent retailers plan reasonably ahead of their needs and that fit within our order processing cycles.  We need at least one business day to process an order.  For example, if you placed an order by 12:00 pm it will be ready for carrier pick up the following day at 3:00 pm.
2. Sometimes your customers may need the product sooner or there have been other circumstances that require the order to be shipped sooner which we are happy to accommodate.  When this happens, please let us know by phone as soon as you are aware so we can prepare the resources and change order sequencing while you are preparing to send the order to us.  We will apply a 100% surcharge of the Handling Outbound fees to accommodate the extra attention and resources needed for this type of exception.

10. Operating Hours:

Our customer service teams, as well as our shipping and receiving teams, are available 7:00 am to 4:00 pm local time Monday through Friday except for holidays.

11. Observed Holidays: