General Information
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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.