Customer Service & Support

Service Standards

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We own what happens inside our four walls (packing, labeling, inventory). Once shipments leave, we follow carrier claim rules for loss or damage.

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Tracking updates may lag up to 72 hours—most resolve automatically.

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For help, use your dedicated Slack channel.

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Escalations: Gina Serrano, Cleeford Innocent, or Luis Sandoval.

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We strive for excellence, but issues happen; that's why we track performance monthly across on-time shipping, order accuracy, and inventory accuracy to keep things in focus.

Custom Work & Change Requests

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Any custom work—including packaging, returns, ICQA events, prep/rework, or system/config changes—requires a formal request via your account representative.

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All work must be reviewed, scoped, priced, and approved by both Client and Deliverzen prior to implementation.

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Lead time to implement may be up to 4 weeks depending on scope, materials, and scheduling.