Order received
Order lands in the system before your agreed cut-off, meets the eligibility criteria, and enters the pick queue.
Service standard
Shipped on time, or it ships free.
Every eligible order leaves our facility on the day it should, or we credit the fulfilment handling charge and outbound shipping charge charged by Rapid Pack. A published service standard, not a promotional claim, built on the operational discipline behind 99% on-time dispatch.
The guarantee applies to eligible DTC ecommerce orders where Rapid Pack controls the dispatch process. Eligibility is defined in full below.
Published standardMoney behind the metric.
Every eligible order received before cut-off ships the same working day, or the fulfilment handling charge and outbound shipping charge charged by Rapid Pack are credited in full.
Applied automatically. No claims form. No dispute process. Credit appears on your next invoice.
How it works
A published standard, not a sales claim.
Most 3PLs talk about service levels in their proposal and then quietly let them slip in operation. We have taken our on-time dispatch standard, written it down, and backed it with automatic invoice credits. If we miss the standard, the affected order is credited.
Order shipped
Order is picked, packed, and handed to the carrier within the same working day. Tracked against the agreed dispatch SLA.
Credit applied
If dispatch slips beyond SLA, the fulfilment handling charge and outbound shipping charge for that order are credited. Credit appears on your next invoice with the order reference.
The standard
What "on time" means, defined clearly.
Service levels only work if they are written down. Here is exactly what we measure against, so there is no ambiguity when it comes to credits.
Eligible orders received before the agreed cut-off time on a working day.
Agreed in writing during onboarding and confirmed in your service schedule.
Monday to Friday, excluding UK bank holidays and scheduled facility closures notified in advance.
Handed to the carrier and scanned on their manifest, not just packed in the warehouse.
Measured against your live dispatch SLA and visible in reporting.
Eligible orders
Which orders are covered.
The guarantee applies to eligible DTC ecommerce orders where Rapid Pack controls the dispatch process. The list below covers the vast majority of standard daily parcel volume.
- Eligible DTC parcel orders received through integrated sales channels
- Orders with a confirmed UK or eligible international shipping address
- Orders for in-stock SKUs with no flagged inventory issues
- Orders with no payment, fraud, or platform-side holds
- Orders received before your agreed daily cut-off time
- Orders shipped via your standard configured carrier methods
Exclusions
Where the standard does not apply.
A service standard is only credible if the exclusions are clear up front. These categories sit outside same-day dispatch SLA because they involve factors we do not control or work that requires different handling.
| Exclusion | Why |
|---|---|
| B2B and wholesale orders | Pallet handling, booking-in slots, and carrier collection windows operate on a different SLA. |
| Pallet, freight, two-man, and oversized orders | These use different handling methods, collection windows, and operational lead times. |
| Orders requiring rework, kitting, or special pack-out | Configured separately during onboarding, with its own agreed lead time. |
| Returns, project-based activity, and bespoke operational work | These are not standard outbound DTC parcel orders unless expressly agreed in writing. |
| Orders received after the daily cut-off | These ship the following working day, within the standard SLA. |
| Orders with incomplete or invalid shipping addresses | Held for client confirmation before dispatch. |
| Orders on hold for payment, fraud, or client instruction | Released by the brand, customer, or platform, not by us. |
| Platform or system issues outside Rapid Pack's reasonable control | Orders cannot enter a controlled dispatch flow until the integration or upstream system is operating correctly. |
| Orders affected by carrier network disruption | The guarantee covers Rapid Pack dispatch performance, not courier delivery performance after handover. |
| Stock not available at the time of order | Stock-out exclusions are clearly flagged in your reporting. |
| Force majeure events | Severe weather, national strike action, infrastructure failure, or public emergency. |
Credit process
Credits applied directly. No claims process.
Eligible credits are applied automatically. No claim form, dispute process, or chasing required.
Logged at dispatch
Late dispatches are logged in your live reporting against the order reference. You can see them as they happen.
Confirmed monthly
At the end of each invoicing period, eligible credits are confirmed and itemised against the affected orders.
Applied to invoice
The fulfilment handling charge and outbound shipping charge charged by Rapid Pack for each affected order are deducted from your next invoice. The line items remain visible for full transparency.
Where credits exceed the invoice value in a given period, the balance carries over. Disputes, which are rare, are reviewed by your account lead and resolved within 5 working days.
Operational performance
Built on the standard we already hit.
We publish this guarantee because we already operate at the level it requires. On-time dispatch is not a stretch target. It is the discipline our facility runs to every working day.
See live SLA performance ->99%on-time dispatch SLA
99.9%dispatch accuracy
2M+orders shipped per year
The reason
Service levels should be commercially backed.
Most fulfilment partners write service levels into their proposals and treat them as targets. We have taken ours and backed it with automatic invoice credits.
The reason is simple. If a service level is not backed by anything, it is not a service level. It is a sales line. We would rather operate to a standard that costs us when we miss it.
This is the same reason we publish live SLA performance, run named transition leads on switching projects, and operate to a 30-day post-go-live review. Transparency is not a brand value. It is how we run.
Common questions
Common questions about the standard.
When does the guarantee start applying?
From your first live dispatch day after onboarding. There is no waiting period and no minimum volume threshold.
How do we know when a credit has been triggered?
Late dispatches are logged against the order reference in your live reporting. You can see them as they happen. Credits are confirmed and itemised on your invoice at the end of each period.
What happens if we have an unusually high day of misses?
There is no arbitrary percentage cap. Every eligible missed order is reviewed and credited in line with the applicable service schedule.
Does this apply to international orders?
Yes, for orders shipped via your agreed international carrier methods. Cut-off times for international dispatch are confirmed in your service schedule and may differ from domestic.
What if our cut-off time changes seasonally?
Cut-off times are reviewed and confirmed in writing. The standard applies against whichever cut-off is current in your service schedule.
Is this offer available during peak season?
Yes. The standard applies year-round, including November and December. The only exceptions are documented force majeure events.
How long does the standard apply?
The guarantee forms part of the applicable service schedule for eligible clients and remains in place for the agreed service period.
Next step
If you want fulfilment with a service level that is actually defensible, we should talk.
We will walk through your current dispatch performance, the realistic operational fit, and how the standard would apply to your order profile.
Talk to the team ->Switching to Rapid Pack? See our 3PL Switching ProgrammeNo pressure. No generic pitch. A practical operational conversation.