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.

Product assessment

Product types that are allowed to enter the Boxme warehouse are specified here

Within
8 working hours from the time you send information about the products to the Boxme system, our operators will approve and verify the product’s information. Products that are eligible for stock will be approved by the operator. Products that are not eligible for stock, we will refuse or ask for additional information. 

Customers can contact their dedicated Account manager for advice and support afterwards. 

Note: Product information needs to be provided in full with documents proving its origin, certifying product safety or declaring cosmetics in accordance with the laws of the host country. You can add the following documents later, but this is an important requirement to avoid problems in the process of controlling inventory by State management organizations.

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 [email protected] 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:

  • Normal orders (B2C) will be processed within 4-6 business hours from order create time.
  • B2B and bulk orders will be processed within 4-6 business hours.
  • With express & priority orders: We will guarantee to fulfill according to the time commitment required by the client.

 

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.

At campaign time (Black Friday, 11.11…): We will be processed orders within 72 hours and follow marketplace requirement. We will prepare enough operation resources, overtime… based on your plan orders. 

For order priority, we will notify the promotion period in advance for customers to monitor as well as actively take care of customers’ requirements.

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 handling fees.

Orders can only be canceled when the system accepts them for execution. We refuse to support cases where the system does not allow cancellation (you need to send a cancellation request to the courier to have the order rejected when they receive the goods).

Returned orders(fail delivery)

For returned orders received at the warehouse, we can confirm receipt of goods on the system immediately with orders with clear bill of lading labels.

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. 

For broken, missing goods when counting: We will respond to the results with a receipt, detailed video for customers within 24 hours of receiving the returned goods.

Returned/Exchange (by end-consumer)

The return form must be submitted to the system before the returned item arrives at Boxme’s warehouse. You need to create a return request on Boxme or Omisell system with orders from non-Seller channels (Shopee, Lazada) when a request arises.

For returned goods: We receive, classify and record detailed inspection videos, send the results through the Boxme system within 24 hours. Customers can monitor and respond to support information.

For returned goods in the following cases: Broken, fake, lost or fraudulent goods, we will send the test results within 24 hours of receiving the goods into the warehouse.

For returned goods with no information, we will send information through the operation system and ticket for you to provide information before the inventory department does the tally. Customers need to provide information within 24 hours from the date of arising.

Ticket Support

To increase transparency and improve service quality, Boxme applies a Ticket system to receive and process requests from customers. Through the Ticket system, Boxme team can serve customers better.
Our customer support process through the Ticket system is updated here.

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 – Sunday

8:00 – 18:00

8:00 – 18:00 8:00 – 18:00
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

12:00 – 13:00

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