Shipping SLA (Service Level Agreement)
The committed timeframe within which orders are fulfilled and shipped.
Definition
A Shipping SLA defines two key commitments: fulfillment time (how long from order to shipment) and transit time (how long from shipment to delivery). Both should be explicitly communicated to customers.
Why It Matters for Shopify Brands
Clear, honest shipping SLAs set expectations that prevent WISMO tickets. Brands that publish 'ships in 1–2 business days' and then take 5 days generate more tickets than brands that honestly publish '3–5 business day' fulfillment.
Benchmarks
Standard Shopify brand fulfillment SLA: 1–3 business days. Premium/rush: same day or next day. Custom/made-to-order: 7–14 business days.
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