This shipping guide walks you through the common pre- and post-fulfillment issues that could arise so that we can adequately identify where in the process a customer’s order is and proactively troubleshoot.
Posted Delivery SLAs:
Morphe-US
- Standard 5-7 Business Days - Standard shipping apply to the 48 contiguous states only
- Hawaii and Alaska on Standard shipping have an estimated 5-10 business day delivery period.
- Military Bases or to Puerto Rico have an estimated 10-15 business day delivery period.
- International orders ship via Landmark with a 10-14 business day delivery period from the time of shipment.
Morphe-CA
- Standard Shipping 2-4 days
- Up to 7 days additional for remote areas
Morphe-UK
- Next Day Delivery (1 business day)
- Standard Delivery (2-3 days)
Morphe-EU
- Standard Shipping (Delivered in 3-5 days)
Morphe-AU
- Standard shipping up to 2 days metro
- Up to 5 days rural
Jaclyn
- 2-Day: Delivered in 2 business days if ordered by 1 PM PT
- Standard contiguous US: Delivered in 3-7 business days
- Standard non-contiguous US: 3-10 Business Days
- Standard Canada: 3-10 Business Days
- Standard International: 10-14 Business Days
Pre-Fulfillment
An order has not been marked as fulfilled in Shopify. We must ask ourselves why it hasn’t shipped. Is the order back ordered or backlogged?
Backorder – 1 or more items are OOS and need to be removed before the order can be fulfilled – needs OPS intervention before the order will ship. When looking at the unfulfilled report, typically 50 or fewer orders are unfulfilled. Use ROM to help investigate Morphe-US and Jaclyn, orders. We can offer appeasement for the delay.
Backlogged – Large groups of unfulfilled orders – 3PL received more volume than anticipated and is working through fulfilling orders. When looking at the unfulfilled report, typically hundreds of orders are unfulfilled. Customers must be patient and wait or cancel orders (no appeasements offered).
For example, anything in gray should be considered backlogged:
Post-Fulfillment
An order has been marked as fulfilled in Shopify. Additional action may be needed if:
Invalid Tracking – The tracking number linked to the Shopify order does not exist. Wait 48 hours for systems to process and update.
Action IF: After 48 hours same invalid error occurs, reship or refund the customer's order.
Label Created – A tracking number linked to the Shopify order exists, BUT does not have any shipping updates past “label created”. It is nearly impossible to provide this evidence to a customer and assure them the order will be successfully delivered. Action IF no updates have been posted after last posted delivery SLA day:
i.e. Morphe-US standard shipping is 5-7 business days. If tracking still reflects as Label Created after 7th business day, offer to reship/replace
i.e. Canada standard shipping is 2-4 days. If tracking still reflects as Label Created after 4th business day, offer to reship/replace
Lost – A tracking number linked to the Shopify order exists and has received regular status updates that have since stopped. It is likely the carrier is processing the order but has not scanned the package recently, however, this can only be true for so long.
Action IF:
Domestic | International |
Traveling within the same country as shipped | Traveling outside the country originally shipped |
7+ calendar days since last scan | 14+ calendar days since the last scan |
Offer to reship or refund customer order.
Return to Sender – The tracking number linked to the Shopify order was unable to be successfully delivered to the shipping address and has been marked by the shipping carrier as a return to sender. It can be presumed that the customer will not receive the package and the carrier will deliver the package back to 3PL.
Action Always: Reship or refund customer order.
