---
title: Turnaround times, policies, and SLAs
description: Order Handling Time
---

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# Turnaround times, policies, and SLAs

## Order Handling Time

#### **Note:** Due to the COVID-19 pandemic, we are temporarily extending our fulfillment SLA by 4 business days**. **

 

|   | SLA | Additional Information |
| --- | --- | --- |
| Receiving Inventory | 48H to 72 H | - 48H to 72H since the WRO arrives in our warehouse - Inventory arrives without WRO attached to it will be held until it is confirmed which WRO it is. |
| Shipping Orders | Before 16:00 pm, same day from Mon.-Sat. After 16:00 pm, the next day from Mon.-Sat. | - Imported orders must be in “Processing” status before 16:00 pm - Note: At this point in the fulfillment process, we'll ensure the order is packed, labeled, and ready to ship. However, there are unknown instances where the carrier is unable to pick up on time, which can cause a delay of one business day. |
| Claim Processing | Depending on the situation | The estimated processing time is 2-4 weeks. |
| Support | First response within business hours Full resolution within 3 business days | NextSmartShip’s hours of operations are Mon-Sat 9:30 am to 6:00 pm and 7:00 pm to 9:00 am in China Beijing time. |

 

**Notes**: Times stated in this chart refers to China fulfillment center local time. 

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