Our Mission

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Deliverzen's mission is simple — to deliver the best service in the order fulfillment industry and keep things simple for our customers.

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Deliverzen is built on four core values: Accuracy, Speed, Transparency, and Communication. This guide explains how we operate and what helps keep your fulfillment fast, accurate, and consistent.

Our Team & Main Contacts

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Deliverzen's leadership team is built to deliver exceptional service, transparency, and partnership across every area of your fulfillment experience.

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Support Channels

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• Primary: Dedicated Slack channel (fastest response and collaboration)
• Escalations: Directly to Gina Serrano (Customer Service Manager), Cleeford (Zeke) Innocent (IT & Systems Manager), or Luis Sandoval (Operations Manager) for service-impacting or time-sensitive matters
• Technical Support: Submit through Deliverzen's IT ticketing system or contact Cleeford Innocent directly
• After-Hours: Messages outside business hours are reviewed next business day unless service-impacting

Inbound & Receiving

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Plan Ahead

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• Schedule LTL/FTL loads 1 week in advance at: Receiving@Deliverzen.com
• Schedule parcel inbound shipments 72 hours in advance
• IMPORTANT: Missed or unscheduled loads fall outside SLA and are processed when capacity allows

Pallet Standards

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• Pallet grades accepted: Grade A or Grade B only
• Standard pallet footprint: 40" x 48"; preferred max height: 60"
• Pallets exceeding 40x48x60 may require down-stacking and can incur additional labor and/or storage charges
• Mixed-SKU pallets or cartons must be clearly marked on all sides (SKU/PO/Qty)
• We receive at both the pallet and case level

Data & System Requirements

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• All POs/shipments must be entered into the Deliverzen WMS by the client at least 72 hours before arrival to avoid delays
• New SKUs must be created and approved in advance; item master data must be accurate and complete (dimensions, weights, HS codes where applicable)
• Missing or inaccurate ASNs/POs/labels/documentation can delay receiving 5–7 business days or be refused

Compliance & Safety

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• Any hazmat or special-handling product must be disclosed prior to shipment so Deliverzen can review storage/handling guidelines and ensure compliance
• Temperature-sensitive or regulated items must include handling requirements and MSDS/SDS where applicable

SLAs

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• Standard receiving within 72 hours of delivery and completed ASN
• Expedited receiving (24–48 hours) available with surcharge and advance approval

Inventory Control

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Deliverzen targets 98%+ inventory accuracy through constant checks and two full inventory counts per year.

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We stay proactive on inventory ins and outs, provide velocity and low-stock reporting, and flag slow-moving SKUs so you can optimize storage and keep inventory turning.

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Note: Some clients have custom targets—check your contract for details.

Outbound Fulfillment & Forecasting

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D2C Orders

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• Orders imported before 1 p.m. ship same day if within your rolling 30-day daily average unit volume + 10%
• Example: 1,000 units → Deliverzen guarantees up to 1,100 units same-day
• Anything above that threshold ships within 24–48 hours based on capacity
• Need more capacity? Request additional labor or overtime (hourly rates per contract)

Forecasting Matters

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• Provide 2-week rolling unit forecasts and notify Deliverzen of promotions, influencer drops, or launches
• Share SKU-level velocity changes when possible to help plan labor and materials
• Without forecasts, unexpected spikes may stretch processing beyond standard SLAs as workloads are rebalanced

Retail / Wholesale / B2B

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• Typical processing: 3–5 business days. Expedited options: 1–2 days (with approval)
• Integrated with RetailReady for Target, Ulta, Walmart, Amazon, and more—automating compliance, labeling, and portal uploads to reduce chargebacks and maintain top vendor scores

Returns & Reverse Logistics

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Standard: Returns are inspected, graded, and dispositioned (Restock / Rework / Scrap) within 3–5 business days. Status posts to your WMS dashboard.

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RMA Workflow: We encourage automated returns platforms (e.g., Loop) to transmit RMAs in advance.

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If automation is not feasible, a manual RMA must be created by the client or can be entered by Deliverzen for a small entry fee (per contract).

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Complex or custom returns (special inspections, refurb, bundling, etc.) require a formal change request.

Special Projects & Packaging

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Deliverzen handles: FBA prep & compliance; Re-cartonization; Re-labeling; Kitting; Seasonal/holiday projects; Velocity checks to prioritize fast movers.

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Projects are scoped and approved through your Slack channel with confirmed timeline and pricing before start.

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Packaging: We stock standard containers and dunnage. For custom/branded packaging, we'll connect you with experts and manage purchasing with a 10% markup—leveraging our vendor pricing and ensuring consistency in supply.