Service Level Agreement

Service Level Agreement (SLA) is the commitment between Boxme and our clients. We hope that you can choose to use our services with total assurance.

Inbound shipment

Clients have to create an inbound shipment request and send goods to Boxme warehouse for processing in accordance with our inbound shipment standards For products requiring special storage conditions beyond our capability or smuggled goods, goods with no clear origins, goods that are not licensed by regulatory authorities, we reserve the right to refuse to store these products. Goods will be loaded into Boxme’s warehouse within 48 hours since the shipment status is changed to “Received at the warehouse” (except Sunday, Monday and holidays). For bulky, specific products that require special support, please contact our sales department or send inquiries to support@boxme.asia for support.

Warehousing

We are committed to ensuring standard storage conditions for all products to prevent any direct external factor from affecting the products as well as and keeping up hygiene standards. However, we have the right to refuse or take no responsibility for goods that are naturally damaged or require special storage conditions that we cannot provide. Within 60 days from the date of the shipment, if there are no dispatch orders, Boxme will terminate the warehousing service and return the goods back to the client. For products that are kept for a long time without dispatch orders (more than 180 days), Boxme reserves the right to return the products to the client or triple the warehousing fees if the client refuses to receive the products.

Packaging

Customers need to comply with Boxme’s standard packing regulations when sending in their products. With clients using the packaging service provided by Boxme, the fees for boxes and packaging will be included in the order fulfillment fee. If clients have special requests like adding stickers, flyers, gifts, etc., Boxme can assist with the most reasonable pricing. In case clients provide Boxme with packing boxes, we reserve the right to refuse or charge additional fees for storage and management.

Outbound shipment

Single orders will be shipped out as follows:
  • With orders created before 8:00 using same-day delivery services, we will dispatch orders before 11:00 and handover to shipping couriers before 12:00 (Vietnam only).
  • With orders created before 14:00, we will dispatch orders before 17:00 and handover to shipping couriers before 18:00 on the same day.
  • B2B and bulk orders will be processed within 4 to 6 business hours for dispatch before 18:00 daily.
  • With express & priority orders: We will guarantee the time commitment required by the client.
On Saturday, the time for order fulfillment and handover to shipping couriers will follow the working time regulations of the host country (see the below table for reference). Withdrawal requests will be processed within 48 hours, and the goods should be picked up within 03 days since the goods are ready for handover.

Canceled orders

Orders can be canceled without cost before Boxme approves the order or before the packaging process. Once packaged, the order can still be canceled before handover to shipping couriers, however, the client has to pay for the packing, box and return fees.

Return orders

Orders with sufficient quantity and no damage will be accepted by Boxme for storage and inventory update within 48 hours of receipt. Defective goods will be stored in a separate area to return for withdrawal to the client or compensation from the shipping courier. 

Others

Boxme reserves the right to refuse compensation in specific cases such as:
  • Expired and naturally damaged goods during storage.
  • Lost or damaged goods caused by clients or objective factors, force majeure events such as natural disasters, floods, earthquakes, etc.
  • The loss of goods is less than or equal to 0.05% of the total inventory or as agreed in the contract.
  • Goods seized by the government.
  • Goods lost in transit due to the fault of shipping couriers or after receiving. The compensation for loss is this case will follow the shipping courier’s terms of services or the client’s agreement with the partner.
  • Other cases according to the postal law of the country.

Working hours

Boxme’s working hours do not include each country’s national holidays. We will notify the holidays 7 days in advance so that clients can be proactive in their business. In addition, if the customer has special requests, the operation or sales departments can be contacted for assistance.
DATE
OPERATION
INBOUND
OUTBOUND
VIETNAM
Monday – Saturday

8:30 – 17:30

8:00 – 17:30 8:00 – 17:00
Lunch break

12:00 – 13:00

THAILAND
Monday – Friday

8:30 – 17:30

8:30 – 17:00

8:30 – 16:30

Saturday

9:00 – 12:00

9:00 – 12:00

9:00 – 15:00

Lunch break

11:00 – 12:00

INDONESIA
Monday – Friday

8:30 – 17:30

9:00 – 17:30

9:00 – 17:00

Saturday

8:30 – 12:00

9:00 – 13:30

9:00 – 13:00

Lunch break

12:00 – 13:00

MALAYSIA
Monday – Friday

9:00 – 18:00

9:00 – 17:30

9:00 – 17:00

Saturday

9:00 – 13:00

9:00 – 12:30

9:00 – 12:00

Lunch break

13:00 – 14:00

PHILIPPINES
Monday – Saturday

9:00 – 18:00

9:00 – 17:30

9:00 – 17:00

Lunch break

12:00 – 13:00