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Fulfilment Service Policies (Operational)
These Service Policies form part of the operational framework of DropNest and supplement the DropNest Master Services Agreement. In the event of any conflict, the Master Services Agreement shall prevail.
By working with DropNest, you agree to the following operational policies.
1. Client Fit & Acceptance
We work with brands shipping finished, repeatable SKUs that are easy to store and ship.
We may decline, delay, or pause onboarding at our reasonable discretion if the product type, packaging, volume, or operational setup is not a suitable fit for our model.
2. Prohibited & Restricted Items
We do not handle hazardous, perishable, regulated, or otherwise restricted goods (including lithium batteries unless agreed in writing), nor do we support made-to-order or vintage workflows, unless explicitly agreed in writing in advance.
3. Onboarding & Integrations
Orders are fulfilled via approved integrations (e.g., Shopify) or agreed manual access.
We use systems including DropNestOS (inventory management) and third-party shipping platforms such as Royal Mail Click & Drop and Parcel2Go for carrier label generation and dispatch.
You are responsible for providing accurate product data, including SKUs, weights, dimensions, variants, and customer addresses. Incorrect or incomplete data may delay dispatch or require correction before processing.
4. Stock Intake Requirements
Inbound stock must arrive:
- Labelled by SKU
- Counted
- Sorted in alignment with the agreed SKU list
Unlabelled, mixed, or incorrectly prepared stock may be delayed, refused, or incur preparation or rework fees.
5. Inbound Scheduling & Unexpected Deliveries
Inbound deliveries must be scheduled in advance.
Large restocks, new SKUs, or unexpected cartons may be rescheduled or may incur additional handling or storage charges if prior notice was not provided.
6. Storage Limits & Fair Use
Service plans include defined storage and SKU allowances.
If your account exceeds agreed limits, we will agree next steps, which may include additional storage fees, SKU fees, or a plan adjustment.
7. SKU Limits & Catalogue Changes
SKU limits exist to protect inventory accuracy and dispatch speed.
Significant SKU increases must be approved before stock is sent. Unmanaged catalogue expansion may result in delays, plan adjustments, or additional fees.
8. Dispatch Cut-Off & Service Levels
Orders received before the daily cut-off are dispatched the same working day.
Orders received after cut-off are dispatched the next working day.
Service levels apply to dispatch only and do not extend to courier delivery timelines once parcels are handed to the carrier.
9. Order Processing & Accuracy Window
If you believe an order has been mispicked or incorrectly packed, you must notify us within the agreed reporting window.
Investigations are conducted using fulfilment logs, system records, and stock data.
10. Oversized, Heavy & Multi-Item Orders
Orders containing bulky items, heavy bundles, or multi-item packs may require large-parcel handling or alternative shipping services.
We reserve the right to apply the appropriate shipping tier based on parcel size, weight, and carrier requirements.
11. Packaging & Materials
You supply your own packaging materials, which are stored alongside your inventory.
If your packaging runs out, is unsuitable, or creates operational delays, we may use suitable unbranded packaging at cost to ensure timely dispatch.
12. Custom Packaging, Inserts & Kitting
Custom inserts, gift notes, bundles, and complex packing rules must be agreed in advance.
Additional handling time may result in additional fees.
13. Returns Handling
Returns are processed according to your chosen service level.
We inspect and categorise returns (e.g., restock, quarantine, damaged).
The brand remains responsible for customer refunds, product decisions, and resale eligibility.
14. Returns Disposal & Uncollected Returns
If returns or unsellable stock must be disposed of, we require your written approval.
Disposal fees may apply.
Items not collected or authorised for action within a reasonable timeframe may continue to incur storage charges.
15. Inventory Accuracy & Reconciliation
DropNestOS is the operational inventory management system used for fulfilment tracking and stock visibility.
Periodic stock checks may be conducted, particularly for fast-moving accounts.
Discrepancies must be raised promptly for investigation.
16. Damaged Stock & Packaging Issues
We take reasonable care of stored inventory.
If goods arrive damaged due to inbound packaging or courier handling, we will record this upon intake. Responsibility depends on where and when the damage occurred.
17. Courier Responsibility & Delivery Delays
Once parcels are generated through shipping platforms (including Royal Mail Click & Drop and Parcel2Go) and handed to the carrier, delays, losses, or network disruption are outside DropNest's direct control.
We support tracking and claims processes where applicable.
18. International Shipping & Customs
International shipments may require customs documentation.
The client is responsible for accurate declared information and compliance with export/import requirements, including duties and taxes unless otherwise agreed in writing.
19. Billing, Overages & Payment Terms
Subscriptions are billed monthly.
Additional services (including returns handling, over-limit storage or SKU use, rework, special packing, or oversized shipping) are billed as applicable.
Late payment may result in service suspension in accordance with the Master Services Agreement.
20. Service Pauses & Operational Safety
We may temporarily pause intake or dispatch where operational conditions make fulfilment unsafe or unreliable, including:
- Incorrect or missing data
- Unpaid invoices
- Unsuitable goods
- Extreme volume spikes without prior notice
21. Communications & Response Expectations
We aim to respond to communications within one Business Day.
Urgent operational issues should be clearly marked as such.
Complex investigations (inventory discrepancies, carrier claims, or data issues) may require additional time.
22. Termination & Stock Removal
If services end, stock must be collected or shipped out within the agreed timeframe.
Handling, pick/pack, and shipping fees apply to outbound removals.
23. Liability Summary
DropNest takes reasonable care of your inventory.
Liability is limited in accordance with the Master Services Agreement and does not extend to indirect or consequential losses, including lost sales or reputational impact.
The full Master Services Agreement is available at: https://dropnestfulfilment.com/legal/msa