Service Level Agreements (SLAs)
| Service Type | Ontario, CA | Mobridge, SD | Wilmington, OH |
| Outbound Ground Orders | 4 PM PST | 2 PM CST | 2 PM EST |
| Outbound Express Orders | 2 PM PST | 2 PM CST | 2 PM EST |
| Receiving | 2 pallets or less: 2 business days 3-5 pallets: 3 business days More than 5 pallets: must be scheduled in advance, completion will be estimated upon arrival. If not scheduled in advance the “Nonscheduled Delivery Fee” will be assessed. |
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| Returns | 5 Business Days | ||
| Work Orders | 2 Business Days | ||
| Engraving & Embroidery | 3 Business Days | ||
Please note: Service levels are not guaranteed and dependent upon client volume and labor availability. Most work orders shall be completed in 48 hours, Monday-Friday. However, if additional time will be needed, OWD shall notify you. To ensure SLAs are met as closely as possible, please notify your Fulfillment Specialist if you are expecting volumes in any department that differ from your projections.
**SLAs are suspended during Q4.