Receiving Inventory (WRO)
SLA: 3 business days
- 3 business days once the WRO moved to “Arrived” status
- Inventory that arrives without a WRO attached to it will be put into on-hold receiving (URO) until a WRO is linked.
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Freight Drop off/Pick up
SLA: Container can be picked up 2 business days after the initial appointment time with no additional appointment required.
- If a container shows up early, ahead of its scheduled appointment on the same day the SLA does not start until your appointment time selected. Example: If container appointment is set for 11 am local time, and container actually arrives at 10 am local time. The SLA will not start until the scheduled appointment time at 11 am local time.
- Freight pick up must be scheduled in advance LINK
- Note: The merchant is responsible for any fees related to holding the container until it is unloaded (48 hours after the scheduled appointment time)
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On-Hold Receiving (URO)
SLA: 3 business days
- Inventory will be stocked within 3 business days from the time the WRO is attached.
- For more information, please see our On-Hold Receiving policy
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Shipping Orders
SLA: Before 1 pm: Next business day/After 1 pm: two business days
- Imported orders must be in “Processing” status before 1 pm.
- Note: At this point in the fulfillment process, we will ensure the order is packed, labeled, and ready to ship. However, there are known instances where the carrier is unable to pick up on time, which can cause a delay of one business day.
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B2B/Wholesale Orders
SLA: 4 business days
- Before 12 PM: 4 days starting the same business day.
- After 12 PM: 4 days starting the next business day.
- Note: We will have the tracking uploaded or freight schedule by end of 4 business days.
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Fulfillment by Amazon (FBA)/Pick up
SLA: 4 business days
- Before 1 PM: 4 days starting the same business day.
- After 1 PM: 4 days starting the next business day.
- Note: We will have the tracking uploaded or freight schedule by end of 4 business days.
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Processing Claims
SLA: 3-5 business days
- We have a direct path to file your claims. Here is how it works:
- Email the order information to Claims@Citifulfillment.com
- Include all relevant details for the affected order(s) per our CLAIMS POLICY
- Your email will route to our new dedicated claims team, which is focused on efficient and thorough claims processing.
- If the value of the item is over $500, we need more information and cannot give instant refunds. The estimated processing time is 2-3 weeks.
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Kitting Orders
SLA: 5 business days**
**for kitting requests up to 500 kits total.
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Returns:
SLA: 10 business days
- Read more RETURNS POLICY.
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Schedule an appointment
- You must schedule an appointment before shipping deliveries or pick-up orders from our Facility. Read more here.
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Citi Fulfillment LLC’s Support
SLA: 1st response within 2 business hours | Full resolution: 2 business days
- Citi Fulfillment LLC’s hours of operations are Mon-Fri, 9 am – 5 pm CT.
