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.

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.

Fulfillment Standards

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SLAs protect both Deliverzen and the client by ensuring performance is evaluated through the same lens.

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Issues will occur—logistics involves people and partners—but Deliverzen's processes ensure they're identified, resolved, and communicated quickly.

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External delays (e.g., carriers, claim investigations) may require patience while we work through the proper channels.

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Success Guidelines

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• Schedule inbound early; label pallets/cartons clearly (SKU/PO/Qty)
• Enter POs/ASNs and new SKUs in WMS ≥ 72 hours before arrival; keep item masters clean and current
• Disclose hazmat/special handling in advance with required documentation
• Share 2-week forecasts and campaign plans; notify of volume spikes early
• Attend at least monthly meetings with us, where we can collaborate, talk specifics and provide transparent feedback to ensure both sides are meeting expectations and maintaining a positive partnership
• Review monthly SLA results with your account team; use your Slack channel for quick collaboration

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

How do we handle receiving?

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We want to make sure that we are able to keep all of your inventory accurate and get your orders shipping as fast as possible! In order to do this, we need your help following these guidelines and steps below.

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Step 1. Make sure your suppliers or you are sending us the inventory how we need to receive it. You’ll see the guidelines for receiving below on this article. Please share this with your suppliers if needed! This ensures accuracy and speed for receiving. It will also mitigate any extra costs on receiving for us to fix any discrepancies or errors.

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Step 2. Fill out the Receipt Order within our system.

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Step 3. You or your Supplier need to schedule at least 24hrs prior to delivery when the delivery will arrive to us. This allows for us to plan the best in order to receive your products correctly and timely.

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Receiving Guidelines:

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Any shipment that arrives outside of these guidelines will incur a Special Request Hourly Rate and any supply costs involved to fix the shipment.

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• Schedule an appointment by sending an email to our receiving team receiving@deliverzen.com . All appointment scheduling Request must be sent at least 24 hours prior to the shipment arriving out a Deliverzen warehouse.
• The Shipment info below is required upon appointment request (24 hrs prior to delivery):
  • PO/ASN/shipment. Please make sure the PO/ASN/Shipment matches the Receipt Order Number # in ShipHero.
  • Lot # if available. Products with expired Lot # on the shipment will be put on hold until next steps are clearly communicated between the customer and our receiving team before we receive the products.
  • Your company name.
  • Is the inventory coming in on Pallets or Cartons?
  • Number of pallets, cartons, units, etc.
  • We do not accept mixed Cartons. We do accept mixed pallets but there will be additional charges for sorting cartons when we receive the items in.
  • Each SKU must be separate in its packing. No mixed SKU cartons. (Ex. Different sizes of the same product must be in individual boxes)
  • If utilizing inner cartons, they too must be clearly labeled with the SKU and quantity on the outside.
  • Seal # if available
  • MSDS Sheets must be provided 1 week ahead of the inventory arriving at the warehouse.
• Our Receiving Operating Hours are: 8:00am-3:00pm CST
• 2-hour delivery window
• We do not accept drops.

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Notice: We do our best to accommodate inbound deliveries. That being said, sometimes accidents happen and a delivery will miss the scheduled time or be late. If a delivery is missed or arrives late, we may have to deny the delivery. In this case, please reschedule the inbound for another time.

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Load and Pallet Requirements

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• 48L”x 40W”x 55H” Pallet Max
  • Safety and Racking Requirements
• Grade A Wood Pallets
  • Grade B Requires Restacking
• No Plastic Pallets
  • Racking compliance Requirements
• Mixed Pallet and Carton labels clearly defined
• Labels facing out
• Minimal pallet overhang allowed
• Packing List Requirements
  • PO, QTY, SKUs and LOT details MUST be provided for accuracy
  • If multiple POs, there needs to be separate packing lists for each PO.
  • If there are multiple trucks or containers, each truck or container must also have its own packing list.
• Overweight pallets need dunnage at base level
• Pallet wrapped at least 3 times to the pallet and covering all 5 sides
• Hazmat requirements
  • Placarding
  • MSDS Sheets must be provided 1 week ahead of the inventory arriving at the warehouse.
• New SKUs require item master updated at least 1 week before arrival.
• Boxes need structural integrity
• See the example pic below.

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Case label Information

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• Outer carton MUST have reference number (Your company name, UPC, SKU, quantity within the carton, Item with scannable barcode)
• Case/UPC Barcode expectations
  • Type: Most GS1 barcode formats accepted
  • Preferred: UPC-A, UPC-E, ITF 2 of %, Code 39, Code 128, GTIN, GS1-128
  • Color and background Black on white, scanning issues may occur otherwise
  • Separated barcode components:
  • UPC, SKU, Quantity, and LOT/Expiration date (where applicable are separate barcodes and human readable
  • See the Example below:

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What services does Deliverzen provide?

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Deliverzen is a full-service 3PL specializing in B2B retail fulfillment, D2C e-commerce fulfillment, inbound logistics, returns management, and value-added services (VAS) like kitting, labeling, and special projects..

Where is your warehouse located?

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We operate out of a 170,000 sq. ft. facility in the Dallas–Fort Worth area, offering central U.S. reach with cost-efficient carrier access.

How do I schedule a load with Deliverzen?

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All inbound and outbound loads must be scheduled at least 7 days in advance to ensure dock availability and SLA compliance.

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Inbound Loads: Email receiving@deliverzen.com with carrier, trailer/container #, shipment reference, and PO/SKU details.

Which systems and platforms do you integrate with?

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We use ShipHero as our WMS, integrate directly with leading e-commerce platforms (Shopify, Amazon, WooCommerce, BigCommerce), and support EDI connections for major retailers (Target, Walmart, Ulta, etc.) via RetailReady, SPS Commerce, and Crystal.

How fast do you ship orders?

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D2C Orders: Same-day fulfillment for orders received within cutoff times.

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B2B / Retail Orders: Most shipments fulfilled within 3–5 business days.

Which carriers do you use?

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Deliverzen leverages a wide network of parcel, LTL, and freight carriers. Using our rate-shopping intelligence tools, we identify the most optimized and cost-effective shipping method for each order—balancing speed, cost, and service reliability.

Do you handle special projects or custom packaging?

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Yes. About 15% of our volume includes VAS work such as kitting, bundling, custom packaging, and promotional prep. We build client-specific workflows to ensure accuracy and compliance.

How do you handle inventory accuracy?

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Inventory accuracy can vary by client and product complexity, but Deliverzen manages building-wide metrics and goals that keep us above 99% net accuracy. We track discrepancies daily through cycle counts, bin audits, and quality checks, and our ICQA team ensures proactive resolution to maintain high integrity across all accounts.

What makes Deliverzen different from other 3PLs?

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• Customer-centric focus: Our number one goal is to deliver the best service in the industry. We treat our clients’ business as if it were our own, with proactive communication, transparency, and dedicated account support.
• Boutique service model with high-touch account management.
• Tech-driven WMS workflows built for flexibility and speed.
• Lean & Six Sigma culture focused on continuous improvement and lowering CPU.
• Scalable operations with bulk shipping logic, cartonization, and pallet-level efficiencies.

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