It is written so you can see, in plain terms, how inbound stock is checked in, how SKUs are kept separate, how orders are picked and shipped, and how returns and counts are handled.
If you have an accepted proposal or plan summary, this document sits alongside it. The proposal tells me what volume and schedule you chose. The terms below explain how I run the work, how billing works, and what happens when something changes.
What I handle
I provide 3PL fulfilment on a recurring basis. The exact schedule, cut-off time for same-day dispatch, and count frequency are set during setup and reflected in your plan. Day to day, I receive inbound deliveries as they arrive, run the pick and pack queue, close the carrier manifest, and process returns as they come in.
Your plan covers the items listed in the proposal, including:
* Inbound check-in * Putaway by bin map * Pick and pack * Dispatch handoff * Returns receiving * Cycle counts and reconciliation
Service levels
I run this as an operations service, so I use simple priority levels. For Priority 1 (shipments blocked, missing inventory, wrong-SKU risk), I acknowledge your message as fast as I can during working hours and focus on containment first: quarantine the affected stock, pause the affected orders, and send you what I can see in the records. For Priority 2 (questions, planned changes, routine discrepancies), I reply in the next working window with a clear next step.
If I miss an agreed cut-off or a committed run because of something on my side, I will tell you the same day, explain what is impacted, and agree the make-up run or workaround with you in writing.
Payment 3pl
L fulfilment is billed as recurring. I invoice at the start of each billing period. Nothing is paid up front beyond the invoice for that period, unless your proposal includes a one-time setup or onboarding item, which I invoice once at the start.
Each invoice is payable within 7 days of its date. If an invoice goes unpaid, I pause new dispatch handoffs until the account is brought up to date. I can still receive inbound deliveries and keep stock safe during a pause, but I will not release parcels to carriers until payment is current, because once parcels leave my hands I cannot pull them back.
Price review
I review pricing at a regular interval, based on what I am actually handling: order volume, SKU count, storage footprint, and any extra handling that has become routine. If your price needs to change, I will send you the new price in writing before it starts, along with what is driving the change (for example, a sustained change in daily order count or a larger SKU range that increases pick time).
The notice period is the one I confirm in writing when you start. If you do not want to move forward on the new price, you can use that same notice window to end the recurring plan and arrange stock exit.
Access and logins
To run clean fulfilment, I may need access to your shop, order feed, shipping portal, or carrier label tools so I can pull orders, confirm addresses, and close manifests the way your setup requires. You provide that access using your own secure method (for example, user invites, role-based access, or a password manager share).
Please do not send passwords in a proposal, in a form, or by plain email. If access is time-limited, changed, or revoked, tell me straight away so I can avoid a missed dispatch run. If I need physical access details for deliveries or pickups, you give them to me privately and I keep them to myself.
What I need from you
You name one person who can answer questions and approve decisions, especially around SKU mapping, return disposition, and carrier choices. You keep one agreed SKU list and naming rule, including barcodes. If you introduce new SKUs, rename items, or change barcodes without updating the list, I will quarantine the affected stock and ask you for the corrected mapping before it ships, because guessing is how SKUs get mixed.
You tell me ahead of time about promotions, paid ads, big inbound arrivals, kitting changes, or anything that spikes volume. You also keep your product and packaging compliant and safe to handle, and you share any special handling rules (expiry dates, lots, fragile, liquid) before stock lands.
Insurance
I keep insurance that fits the kind of work I do: storing stock, handling cartons and pallets, and preparing parcels for carrier handoff. It is there for the common risks in a fulfilment workflow.
You are responsible for insurance that covers your inventory as your asset, including the value of the goods, and for any business losses that sit outside warehouse handling (for example, lost sales, ad spend, marketplace penalties, or reputational damage). If you have special requirements from your brand, your marketplace, or your insurer, tell me before the first inbound receiving so I can confirm whether I can meet them in the way I work.
Damage and errors
If I find damage on inbound (crushed cartons, wet cartons, broken seals) I document it at receiving and flag it to you in writing, with the SKU and quantities involved. If something is damaged or goes wrong while stock is in my care, I report it as soon as I see it, in writing, with what happened, what stock is affected, and what I have done to prevent it spreading (for example, quarantine by SKU and bin).
How it is put right depends on what caused it. If it is on my side, I will agree the remedy with you, which may be replacement, a credit for the affected handling, or another practical fix. If it is a carrier issue after dispatch handoff, I will share the dispatch record and help you with the claim process.
No direct hiring
While this agreement is running, and for the period I confirm in writing when you start, you agree not to hire me directly as your employee or contractor, and not to route the same work to me outside this agreement. This matters because the price you pay covers me keeping availability for your daily orders and maintaining your setup, bin map, and working process.
If you want to change the relationship (for example, bring fulfilment in-house and ask me to work inside your operation), talk to me. If it makes sense, I am open to it, but I will only proceed if we agree the change in writing first, including what happens to your existing plan, your data, and stock handover.
Rolling plan
This is a recurring service. Your plan runs in billing periods, and it renews automatically at the end of each period unless either of us gives notice to stop. The notice period is the one I confirm in writing when you start.
If you give notice, I keep fulfilling through the end of the notice window, as long as invoices stay up to date. If I give notice, I do the same: I keep the service steady through the notice window and help you plan an orderly exit. The goal is no surprises: clean last dispatches, clear inventory numbers, and a clear handover date for the remaining stock.
What I am responsible for
I am responsible for the parts I control: receiving against the SKU list, putaway to the bin map, pick and pack to the order, dispatch handoff to the carrier you choose, return check-in, and the movement records I keep. I do not take responsibility for issues that start outside my operation, like supplier short-ships, manufacturer defects, address errors in the order, customs delays, or carrier performance after the parcel has been handed over.
I also cannot cover indirect knock-on losses like lost profit, ad spend, marketplace penalties, or customer compensation you choose to offer. If something goes wrong, I focus on fast containment, clear reporting, and a practical fix you can act on.
Ending and handover
Either of us can end this agreement by giving the notice period I confirm in writing when you start. You pay for work done up to the end date, including any billed period that has already started, plus any approved extra handling completed before exit.
On exit, I complete in-flight pick and pack that is already in progress and then stop taking on new dispatch handoffs. I will provide an inventory snapshot based on the SKU list and my movement records, and I will release remaining stock for your pickup or onward shipment once any open invoices are paid. If you need help with an exit plan (carrier booking, palletizing, or a final count), I will price it first and only proceed once you approve it in writing.
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