Policies

These Airhouse Policies were last updated on July 14, 2023

Acceptable Products Policy

This Policy outlines the products not supported or not accepted by Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Acceptable Products Policy.

WE DO NOT SUPPORT THE FOLLOWING TYPES OF PRODUCTS:

Alcohol. Regulated goods that require special licensing to store and fulfill. We do not support any beverage with any alcohol content (including, but not limited to, low ABV beverages).

Tobacco / E-Cigarettes / THC. Regulated goods that require special licensing to store and fulfill. Includes (but not limited to) cigars, cigarettes, vapors, marijuana/THC. Accessories may be accepted. CBD products do not fall under this category and can be fulfilled by Airhouse.

Prescription Medicine. Regulated goods that require special licensing to store and fulfill. Any drug that is available to the public only with written instructions from a doctor or dentist to a pharmacist can not be fulfilled by Airhouse.

Firearms and Ammunition. Regulated goods that require special licensing to store and fulfill. Includes (but not limited to) sporting firearms, gun powder.

Live Plants and Live Animals. Regulated goods that require special licensing to store and fulfill. Includes (but not limited to) plants, animals or other living organisms.

Explosive/Flammable/Gases. Hazardous goods that require special licensing to store and fulfill, including (but not limited to) aerosol sprays, airbags, hand sanitizers, essential oils, fire extinguishers, fireworks, fragrances, fuels, inks, lighters, matches, mercury, nail polish, paint, refrigerated gas, dry ice, smoke detectors, wood treatment products.

Toxic. Hazardous goods that require special licensing to store and fulfill, including (but not limited to) insecticides, pesticides and cleaning materials (eco-friendly may be accepted).

Personalized or made-to-order. We do not perform embroidery, hand painting, hand writing, or any form of onsite order-level product customization.

Frozen. We do not support products that require temperature control for storage and/or shipping below 32°F/ 0°C.

Oversized / Overweight: We do not support D2C freight shipping, i.e. when your average product cannot be shipped small parcel (like UPS, FedEx, USPS) and instead requires palletization and freight pickup (>150lbs, or XL dimensions).

WE SUPPORT WITH RESTRICTIONS THE FOLLOWING TYPES OF PRODUCTS:

⚠️ Batteries: Material Safety Data Sheet (MSDS) should be provided and reviewed by Airhouse before sending inventory containing batteries to our warehouses. For more information, please check our Hazardous Materials Policy.

⚠️ Temperature Control: all products are stored in ambient temperature, unless temperature control is requested by Customer and approved by Airhouse. The temperature range supported is 70-75°F. This is a paid service. For more information, please check our Temperature Control Policy.

⚠️ Fragile: delicate products, easily breakable or susceptible to damage when handled. These products require special storage, packaging and shipping procedures (paid services) and may not be supported by Airhouse or Airhouse’s standard warranty. Includes (but not limited to) glassware, ceramics and glass containers.

⚠️ Liquid: Any product subject to leakage, that could damage other inventory items and warehouse facility. Airhouse will only accept products  that meet our Liquid Goods Policy.

⚠️ Apparel. Apparel is subjected to additional criteria. Customers must agree with the terms of our Apparel Policy.

⚠️ Merchandise or swag: Airhouse can fulfill these goods only if your order volume exceeds 2,000 orders/month.

⚠️ Sharp Objects: Any product that can put our fulfillment team in danger when handled. Subject to Airhouse’s approval. Special storage and packing required. Includes (but not limited to) blades, knives, swords, and any sharp hunting/camping gear.

⚠️ Cleaning products: **Due to complex operations, all products under this category may be subject to a minimum order volume and may be available at limited locations. Airhouse may charge for additional services if the product requires special storage, handling, packing and shipping.

WE WILL NEVER ACCEPT THE FOLLOWING TYPES OF PRODUCTS:

Hateful or violent content that promotes discrimination based on race, religion, gender, age, sexual orientation, marital status, disability or medical status, political or religious beliefs, or national or ethnic origin.

Illegal: You may only use Airhouse for lawful purposes. We do not accept any illegal product or products designed for malicious activities. Please note that regulation or legality may vary, depending on state or country (considering warehouse location and the final shipping address).

Goods produced by children labor, forced labor or exploitation, in violation of international standards.

OTHER RESTRICTIONS:

Airhouse is tailored for direct-to-consumer-first (D2C) ecommerce fulfillment. We do not support:

Marketplace or retail model. Airhouse is generally not a good fit if your brand itself is a retail or marketplace brand that ships others' products.

One-off project. We don't ship marketing campaigns or any projects independent of ongoing ecommerce fulfillment. We happily ship crowdfunded campaigns that transition into regular ecommerce/D2C fulfillment.

Warehouse pickup. We do not allow direct pickup from the warehouse, including Postmates/Uber Eats/DoorDash and similar services or end customer pickup.

SPLIT FULFILLMENT:

If only a small percentage of your products/orders are not supported by Airhouse, we can easily exclude (not fulfill) those orders, and fulfill the remainder.

BARCODING:

All products must be barcoded before fulfillment is activated. If needed, Airhouse can digitally create and provide barcode numbers (as a special project and paid service). You can find Airhouse’s Barcoding Requirements here.

OWNERSHIP:

Your company must be the Product’s legal owner or a licensed/authorized seller.

THIRD-PARTY LIMITATIONS:

You are responsible for verifying any limitations or regulations imposed by third-party carriers or insurance companies. This may involve consulting with the relevant parties and obtaining any necessary documentation to comply with their requirements.

Airhouse may provide support and guidance to you in navigating these regulations, but ultimately it is the vendor's responsibility to ensure that they are in compliance with all applicable regulations and requirements.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Acceptable Products Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Returns Policy

This Policy outlines the Returns process for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Returns Policy.

DEFINITION:

Any shipment sent from Airhouse and returned back to our warehouse. The return can be initiated by the end customer (regular return) or by the carrier (return to sender - undeliverable). We will process returns the same way, independently of who initiated it.

REQUIREMENTS:
  • Please work with your Account Manager, who will make sure Airhouse’s settings and operations are aligned with your return policy.
  • All returns have to be submitted in the Airhouse app, manually or via integration.
  • Your customers are responsible for ensuring the warehouse can easily identify a return. Return Orders must be labeled with an order number and your company’s name in the return shipment. Most return tools generate a packing slip for this purpose (Loop for example).
  • Return Orders must be returned to the warehouse that it was shipped from. Please confirm the address with your Account Manager.
SERVICES INCLUDED:

The return flat fee (available in your agreement with Airhouse) includes:

  • Collection: receiving of the package back to our facilities.
  • Basic inspection: visually inspect items to ensure they are in your preferred condition.
  • Restocking: If a return meets your criteria, the items will be restocked and reflected in inventory.
  • Damaged item destruction: If a return does not meet your criteria, the items will not be restocked and it will be discarded (unless another instruction is provided).
SERVICES NOT INCLUDED - AVAILABLE FOR AN EXTRA CHARGE:

Airhouse provides extra services upon request. These special projects are paid services and the rates should be discussed with your Account Manager.

  • Re-bagging
  • Re-boxing
  • Repacking
  • Re-barcoding
  • Upon request, the item can be set aside if the return does not meet your criteria. Additional storage fees will apply.
  • Photo of the returned product. ***Covered by the flat fee for some locations. Consult your Account Manager for more details.
SERVICES NOT AVAILABLE:

Airhouse does not provide the following services:

  • Return labels
  • Packing slips for returns
  • Product disassembly (e.g. unscrewing, taking out batteries, etc.).
  • Product cleaning
  • Relabeling (branded/custom tags)
TRACKING:

Airhouse does not currently utilize RMAs (return merchandise authorization). We use the tracking number to assist with identification.

INTERNATIONAL RETURNS:

UK laws require merchants selling out of the UK to provide the option for customers to request a return. For the warehouse to process the return, you must submit on the Return dashboard in Airhouse.

RETURNS SLA:

Airhouse’s SLA for returns is 10 business days.

Airhouse is committed to ensuring a smooth and seamless return process. However, due the nature of our business, returns may be de-prioritized during peak season

HOW TO PROCESS AND TRACK A RETURN AT AIRHOUSE:

Please refer to this Help doc for instructions on how to use our platform to process and track returns.

YOUR RETURN POLICY:

We highly recommend having a clear and updated returns policy on your website. Please notify your Account Manager about any change in your returns policy.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Returns Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Airhouse Hours of Operation

This Policy outlines the hours of operation for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Hours of Operation Policy.

AIRHOUSE - SUPPORT AND ACCOUNT MANAGEMENT:
  • Airhouse’s CX team is US-based. Your account specialist is available for support Monday through Friday, from 9am to 5pm, EASTERN TIME.
WAREHOUSES OPERATING HOURS:

US Warehouses:

  • Open Monday through Friday, from 8am to 4pm, LOCAL TIME.
  • No inventory shipment can be delivered/received or orders fulfilled outside their business hours.

UK Warehouse:

  • Open 24/7.
  • No inventory shipment can be delivered/received on Saturdays and Sundays. Orders will continue to be picked/packed on those days.
2023 HOLIDAYS:

To better plan your operations and communicate shipping timelines with your customers, please review the following holiday schedule.

Airhouse is closed and all shipping carriers close or operate on a limited schedule on the following federal US holidays. Orders and returns processing, shipping, inventory receiving, special projects, customer support communication, and accounts services will pause and resume the following business day. With shipping, anticipate delays for orders in transit, or usually scheduled for delivery on:

US Warehouses:

  • Memorial Day, Monday, May 29
  • Independence Day, Tuesday, July 4
  • Labor Day, Monday, September 4
  • Thanksgiving Day, Thursday, November 23
  • Christmas Day, Monday, December 25
  • New Year’s Day, Monday, January 1, 2024

UK Warehouse:

  • Christmas Day, Monday, December 25

Additionally, the Airhouse CX team operates on an emergency-only schedule and may be slower to respond to general requests on:

  • Martin Luther King Jr. Day, Monday, January 16
  • Presidents' Day, Monday, February 20
  • Indigenous Peoples' Day, Monday, October 9
PEAK SEASON:

💡 During peak shipping season (mid-November through December), inventory receiving may be delayed or unavailable on select days. Other services may be impacted (such as special projects, returns processing). Please contact your Account Manager for more specifics around this period starting in October.

The latest version of our Hours of Operation Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Liquid Goods Policy

This Policy outlines the storage of liquid goods for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Liquid Goods Policy.

DEFINITION:

Liquid Products have potential to leak while in storage and cause damage, pest problems, and/or health and safety concerns. Such Products include but are not limited to: beverages, liquid condiments, liquid food, liquid supplements, liquid health and wellness goods.

CONTAINER/PACKING REQUIREMENTS:

Customer is responsible for ensuring that all liquid Products sent to Airhouse for fulfillment meet the following criteria:

  • Product has an airtight seal, cap, lid or other mechanism to prevent leakage;
  • Product container and/or packaging itself is durable, leakproof, and non-reactive;
  • Product is tested to withstand industry-standard levels of movement, friction, and temperature fluctuations inherent in standard warehouse storage, inbound shipping, outbound shipping, and other day-to-day fulfillment operations;
  • Product does not require additional packaging and prep work that is intended to specifically prevent leakage of liquid Products, either as a project or at time of fulfillment, including but not limited to: taping lids and caps, tightening lids, vacuum-sealing containers, or related tasks. Airhouse does not support these services;
LIQUID INVENTORY AUDIT:

Airhouse may, on a case by case basis, agree to packaging and prep work, either as a project or at time of fulfillment, intended to protect fragile Products containing liquid in transit from breakage, in general, exclusive of preventing leaks. If Products are discovered to be wet or leaking for any reason whatsoever, such Products must be immediately quarantined to maintain a clean, safe warehouse environment and integrity of nearby inventory. In these cases, Airhouse will initiate an automatic inventory audit.

Airhouse will notify Customer as soon as possible and initiate an Audit to determine cause of leakage and number of affected units. Such Audits are not optional, and by storing liquid Products, Customer consents to the possibility of such an Audit if Products are found to leak.

  • If Products are leaking due to apparent puncture from impact, e.g. fallen or dropped inventory Airhouse will pause fulfillment only if necessary. Airhouse will quarantine, count, and dispose of damaged units. Airhouse will also attempt to photograph inventory whenever possible. Airhouse will submit a written report to Customer when Audit is complete, with this information. If due to Airhouse error, within the warehouse, Airhouse will reimburse Customer according to limits outlined under the “Damage and Insurance” section of the Agreement/ Statement of Work.
  • If Products are leaking due to Product container’s insufficiency, degradation, or other failure, e.g. poor, reactive, or insufficient material, construction, or seal of or on the container holding Product’s liquid, like a can, bottle, jar, glass, etc.
QUARANTINE AND DISPOSAL:

Airhouse will pause all fulfillment of Products that may have potential to leak. If Customer fulfills other non-perishable, non-liquid Products, Customer may request that partial fulfillment for orders containing unquarantined Products remains active while Audit is conducted.

All Products with similar packaging and/or contents as the original leaking Product will automatically be quarantined, e.g. if multiple flavors, sizes, styles, or variants exist, all will be under Audit, even if only one variant is leaking.

Airhouse will quarantine, count, and dispose of damaged units. Airhouse will also attempt to photograph inventory whenever possible. Airhouse will submit a written report to Customer when Audit is complete, with this information.

After disposing of damaged Products, undamaged Products with similar packaging and contents will remain quarantined. These at-risk Products will not return to storage and must be removed from the warehouse by Customer, at Customer’s expense. Due to health and safety risks, Airhouse will notify Customer in writing to remove this inventory from the warehouse within ten (10) business days. Customer may request an extended retrieval window, in writing, within ten (10) business days of notice from Airhouse.

SECOND AUDIT:

In rare cases, Airhouse may need to conduct a second, final Audit and dispose of all remaining liquid Products, with written notice to Customer. This applies if:

  • Integrity of quarantined, at-risk Products continues to rapidly fail while awaiting Customer retrieval, and there is no way for the warehouse to hold inventory without creating a meaningful health, safety, pest, or damage issue.
  • If Customer does not respond to Airhouse’s requests to retrieve quarantined, at-risk Products within this timeframe, or fails to without notice to extend.
  • If Customer otherwise is unable to retrieve quarantined, at-risk Products within this timeframe.
AUDIT COSTS:

This type of Audit will be billed to Customer at Airhouse’s standard hourly rate, and is not subject to reimbursement from Airhouse.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Liquid Goods Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Apparel Policy

This Policy outlines the apparel requirements for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Apparel Policy.

DEFINITION:

Apparel refers to clothing and accessories.

Apparel fulfillment can get complex due to variety of models, sizes, colors and seasonality (multiple SKUs). Airhouse may require a minimum monthly order volume to fulfill a large number of SKUs (+50).

REQUIREMENTS:
  • All of your products must be labeled and barcoded.
  • Each size of a given product must have a unique SKU and barcode.
  • Airhouse stores each SKU in its own bin, and storage will be charged at a bin rate.
  • We require that merchants put each garment in a plastic or compostable inner sleeve to make repackaging easier. Airhouse does not insure against basic dust damage.
RETURNS:

Airhouse supports specific apparel returns scenarios. We can accommodate the following returns requests:

  • Refold
  • Inspect if products are opened, dirty, or worn
  • Inform you if products are damaged or undamaged
  • Re-package, if you send the materials (paid service)
  • Re-barcode, using Airhouse's labels (paid service)
  • Send photos (fees may apply - depending on warehouse partner)

For more information about returns, please check our Returns Policy.

SERVICES NOT SUPPORTED:

Airhouse cannot accommodate the following requests:

  • Steam or ironing;
  • Relabel products with branded or custom tags;
  • Hang product in the warehouse;
  • Shipping items on hangers;
  • Personalization. This includes embroidery and screen printing services.

Also, your company must manufacture your own branded product. Airhouse does not work with the following types of companies:

  • Marketplaces (selling products from multiple vendors);
  • Retailers (selling products from multiple manufacturers or wholesalers);
  • Curated services;
  • Made-to-order.
POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Apparel Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Temperature Control Policy

This Policy outlines the storage under controlled temperature for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Temperature Control Policy.

DEFINITION:

Products stored at Airhouse locations are kept under ambient temperature. Ambient temperature will vary depending on the location of the warehouse and time of the year.

If your product requires temperature control while stored, you will need to request a cool storage unit. Please coordinate it with your Account Manager.

Please be aware that Airhouse only offers temperature control for storing your products. We do not offer temperature control for shipping.

COOL STORAGE UNITS:

Cool storage units of space with Airhouse are called blocks and measure 12" long x 24" wide x 30” tall. Blocks are allotted based on your expected average inventory needs and are SKU-agnostic (meaning that one block can contain multiple SKUs).

Unlike ambient storage, you will be billed the same amount per month regardless of how much inventory has depleted during your billing cycle, unless you request a decrease or increase in storage needs.

TEMPERATURE:

Currently Airhouse offers temperature control storage at 70 degrees Fahrenheit.

Other temperature ranges may be offered upon request, subject to a minimum of +2000 orders per month. Please discuss the options with your Account Manager.

Setting up cool storage block allotment

Temperature-controlled storage has uniquely strict constraints in terms of capacity limits, energy cost, and inventory management and turnover complexity.

To set up blocks, when you first move inventory in, Airhouse will count the number of blocks your inventory occupies. At this time, we will share the number of blocks expected and you can request more if you expect your storage needs will rapidly change (e.g. if you are working with us on a trial basis or launching a new product). If you provide the dimensions of your master cases in advance of receiving, Airhouse can provide you with an estimate. It takes 1-3 business days from receiving to get inventory stocked in the cool storage unit.

Inside the cool storage block, your product(s) will be organized in small bins, large bins, or pallets. Storage fees are applied following your storage choice.

Decreasing or increasing block allotment

To decrease the number of blocks reserved, you must give 60 days’ written notice to your Account Manager.

To increase the number of blocks reserved, you must request an increase from your Account Manager. Increases are subjected to space availability. Please plan accordingly.

Relocating inventory from cool to ambient storage, or vice versa:

We do not recommend customers relocate inventory or move products between ambient and cool storage in an Airhouse warehouse based on season or external temperature.

If necessary, you can remove inventory at hourly cost, with a minimum charge of $500. This minimum of $500 does not apply if you are terminating your contract with Airhouse, in which case you would be billed the standard hourly and/or pick/pack rate for all inventory removal.

Airhouse is not responsible for any product damage caused by temperature changes due to inventory relocation.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Temperature Control Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Hazardous Materials and Batteries

This Policy outlines the Hazardous Goods fulfillment requirements for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Hazardous Goods Policy.

DEFINITIONS:

Hazardous goods, also known as dangerous goods, are materials or substances that have the potential to cause harm to people, animals, property, or the environment. These goods may have physical, chemical, or biological properties that make them dangerous or potentially harmful. These materials may pose a risk during transportation, storage, handling, or use, and require special licensing to storage and fulfill.

As of today, the only Hazardous goods supported by Airhouse are batteries. For more information about supported goods, please check our Acceptable Products Policy.

REQUIREMENTS:
  • All products containing batteries require Airhouse’s pre-approval. Please plan accordingly with your Account Manager before sending inventory containing batteries to our warehouses.
  • Material Safety Data Sheet (MSDS) should be provided and reviewed by Airhouse.
  • Minimum volume may be required & availability varies by location
SERVICE AVAILABILITY:

This service is available in selected locations.

Carrier Resources:

Please refer to the following links for carrier-specific information on shipping hazardous material and dangerous goods.

UPS

USPS

FedEx

DHL

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Hazardous Materials and Batteries Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Receiving and Inbound Order Policy

This Policy outlines the inventory receiving process for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Receiving Policy.

DEFINITION:

Receiving inventory is commonly referred to as “inbound order”. At Airhouse app, you can notify us of an incoming inbound order via “Restock” tab.

Receiving includes:

  • An initial inspection to ensure that the contents of the shipment match the information on the accompanying paperwork, that the items are in good condition, and that there are no visible signs of damage;
  • Inventory acceptance;
  • Sorting and running any special project request;
  • Storing products in bins or pallets;
  • Updating Airhouse systems.
STANDARD RECEIVING:

To qualify for standard receiving and standard hourly receiving costs, the inbound order must to conform with the following requirements:

  • All required product information was added to Airhouse prior to sending inventory (Inventory tab).
  • All inventory shipments were submitted via Airhouse (Restock tab).
  • Inventory was shipped to the warehouse address provided in advance by Airhouse.
  • Tracking information for parcel shipments are required prior to delivery.
  • For freight shipments, a delivery appointment is required at least 48 hours in advance of the delivery.
  • Inventory shipment arrives with a visible label (on each box, pallet or container) with the corresponding Restock ID from Airhouse.
  • Product is barcoded and ready to ship.
  • Physical shipment is accompanied by a Packing List and/or bill of lading, if sent via freight (“BOL”).
  • Pallets, cases, and individual units are properly labeled and barcoded according to Airhouse-provided specifications.
  • Information submitted and Packing List match quantities and descriptions of products physically received.
  • No special project work is required.
NON-STANDARD RECEIVING:

If inventory receiving requirements are not followed, the inbound order will be subject to non-standard hourly receiving costs.

LACK OF INVENTORY ARRIVAL NOTICE:

If you fail to provide the proper notice of your incoming inventory or if you ship inventory prior to the date designated by Airhouse, it will be turned away or charged as non-standard receiving. For those cases, SLAs and warranties are suspended. Scheduled inbound shipments take priority.

UN-BARCODED ITEMS

Barcode is a requirement for all products fulfilled by Airhouse. If your product is not barcoded, Airhouse can barcode them for you (special project - paid service). Please add pack products separately if un-barcoded. Products must be labeled with their name and variant, matching what's in your store.

PROJECT REQUESTS:

Any special project request (e.g. kitting, barcoding) related to your inbound order must be submitted with your inventory shipment notification (Airhouse, Restock tab).

PACKAGING SUPPLIES (OPTIONAL):

Please specify what packaging supplies you will be sending.

SLAS:

Tracking information must be submitted at Airhouse (Restock tab) to ensure SLA’s are met.

  • Standard Receiving: From delivery, 5 business days to stock
  • Non-Standard Receiving: It depends on the complexity of the project. Consult your Account Manager for an estimation. Normally it takes from 5 to 10 business days from delivery to stock.
POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Receiving and Inbound Order Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

SLA Policy

This Policy outlines the Service Level Agreement for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Service Level Agreement.

Unless otherwise outlined in your contract, our current service level agreements (SLAs) and processing times are as follows.

ACCOUNT MANAGERS / SUPPORT:

Replies by the following business day.

WAREHOUSE SLAs:

All are based on local warehouse time (below) and expressed in business days.

WAREHOUSE TIMEZONES:
  • Edison, NJ (Eastern Time, GMT-5)
  • Northampton, PA (Eastern Time, GMT-5)
  • Grand Prairie, TX (Central Time, GMT-6)
  • Carrollton, TX (Central Time, GMT-6)
  • Kansas City, MO (Central Time, GMT-6)
  • Buena Park, CA (Pacific Time, GMT-8)
  • Milton Keynes, UK (UK, GMT+1)
STANDARD RECEIVING:

5 business days

ORDERS:

DTC Orders:

  • Same day if processing by 11am local time to the warehouse.
  • Next business day if processing after 11am local time.

Wholesale Orders:

  • 3 business days
RETURNS:

10 business days

PROJECTS:

Varies based on project and size. When submitting a project, request a time estimation for how long the project will take.

VOLUME SPIKE

Customers must notify Airhouse at least 1 week in advance if they are expecting a volume increase. SLAs are suspended for unexpected spikes in order volume.

PEAK SEASON

SLAs are suspended during peak shipping season (mid-November through December). Airhouse will prioritize DTC order fulfillment. Inventory receiving may be delayed or unavailable on select days. Other services may be impacted (such as special projects, returns processing). Please contact your Account Manager for more specifics around this period starting in October.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Receiving and Inbound Order Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Invoicing Policy

This Policy outlines the invoicing process for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our Invoice Policy.

PAYMENT METHODS

Airhouse accepts payments made via credit card (2.9% fee) or ACH.

A valid payment method must be on file in the Airhouse payment settings prior to turning on fulfillment. Please keep a valid payment on file to avoid fulfillment interruptions.

INVOICE FREQUENCY

Order fees (shipping, fulfillment) and project fees will be charged biweekly for orders fulfilled in the previous two weeks. Upon invoicing order fees, Airhouse will immediately initiate a transaction and auto-withdrawal the invoice total from the payment method on file two days after the invoice is issued.

Other fees including storage and receiving will be charged monthly. Airhouse will initiate a transaction and auto-withdrawal the invoice total from the payment method on file ten days after the invoice is issued. Any shipping adjustments, processed claims, miscellaneous fees and charges from shipping carriers will also post monthly following review from our Finance team.

PAYMENT COLLECTION

Upon invoicing, Airhouse will immediately initiate a transaction and auto-withdrawal the invoice total from the payment method on file two days after the invoice is issued.

ADDITIONAL FEES

Airhouse will directly charge through any fees from payment issues without additional markup. These are as follows: credit card chargeback ($25), failed ACH direct debit ($5), ACH dispute ($15), returned check ($15).

OVERDUE INVOICES

If a payment method has failed, we will attempt to recharge your bank account twice or credit card seven times. If a payment method continues to fail, fulfillment will be paused until payment has been made.

If an invoice is overdue, you have 15 days from when the invoice was issued to update your payment information. If an invoice is delinquent for more than 15 days, fulfillment will be paused until payment has been made.

If payment is not completed within 30 days, Airhouse may move to notify you to terminate our contract.

DISPUTING A CHARGE

After an invoice is issued, a 30 day window is available to review and request any modifications or reimbursements with Airhouse.

If a credit card chargeback is received, fulfillment will be paused until the chargeback is retracted. All requests for modifications or reimbursements should be communicated to your Account Manager and will be handled by Airhouse directly.

CREDITS

Any revisions or credits will be applied in order of the date they were issued and applied to your next invoice.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Invoicing Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Operational Error Policy

This Policy outlines the operational error policy for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our operational error policy Policy.

DEFINITION:

Operational errors at Airhouse are defined as an error that occurred within our fulfillment centers, involving picking errors, packaging errors, or issues with damaged or lost inventory. The specific cases addressed by Airhouse include:

PICKING ERROR:

On the occasion that Airhouse ships an order and an incorrect product is sent, too many units, or too few units are sent due to a picking error, please inform your Account Manager with the relevant information:

  • Order number
  • A photograph of the incorrect item(s)
  • The manufacturing cost

Upon validation, Airhouse will initiate a new order to ship the correct item(s), covering the shipping costs. If the incorrect product was dispatched, two remedial options are offered:

  • Option 1: Airhouse will cover the expense of a shipping label for the return of the incorrect items (domestic shipments only)
  • Option 2: Airhouse will credit the manufacturing cost (up to $100) of the incorrectly shipped item. This option is recommended if you prefer not to have the end customer return the items, or if the order was shipped outside of the U.S. Please note, Airhouse will not cover retail cost or lost sales expenses.
PACKAGING ERROR:

We strive to package orders in the most appropriate box size. Should a shipment be damaged due to improper warehouse packaging, Airhouse will credit the fulfillment, shipping, and manufacturing cost.

DAMAGED INVENTORY:

In the event that Airhouse damages inventory within our fulfillment centers, we will credit the manufacturing cost (excluding taxes, fees, or shipping/import costs) for the confirmed lost products.

In order to remedy an operational error, we require the manufacturing invoice with the following details:

  • The manufacturer's name
  • A bill addressed to your company's name
  • An invoice number
  • A date
  • A product name or description
  • The quantity ordered
  • The price per unit
LOST INVENTORY:

If it is established that Airhouse has lost inventory beyond regular shrinkage within our fulfillment center, we will credit the manufacturing cost (excluding taxes, fees, or shipping/import costs) for the confirmed lost products.

To remedy such an operational error, we require the manufacturing invoice with the following details:

  • The manufacturer's name
  • A bill addressed to your company's name
  • An invoice number
  • A date
  • A product name or description
  • The quantity ordered
  • The price per unit
POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Operational Error Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Inventory Management and Storage

This Policy outlines the inventory management and storage policy for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our operational error policy Policy.

BARCODING:

Every product must be individually barcoded with a 12-digit UPC code. Refer to our barcoding requirements for more information. If your products need barcoding post-arrival at our warehouse, Airhouse can offer this service at an hourly project rate.

Exceptions to the barcoding rule are limited to shipping packaging and paper inserts.

PACKED INDIVIDUALLY:

Products should be individually packed, with the physical SKU mirroring the digital SKU. This means the physical product that is in the warehouse should match its digital counterpart from your factory. For instance, if you sell 1-pack items but they arrive at the warehouse as 5-pack shrink-wrapped bundles from your factory, the 1-packs must be barcoded and delivered individually. If these conditions aren't met, we'll need to establish special receiving instructions or bundles to align the physical and digital inventories.

READY TO HANDLE AND LABEL

Products should be safe for handling and dispatch. For instance, they should be safe if dropped, apparel should be in dust bags, and fragile items should have sturdy product packaging. If we're tasked with barcoding, your products need to arrive with clear labeling or packaging space for the barcode.

KITTING

All inventory should arrive ready to ship for all order types (D2C, Wholesale, etc.). If kitting is needed, customers must submit a project request. The hourly billing for this service will be based on the contract's outlined terms.

All components of a kit need to have their own SKU as inventory items and the instructions should be easy to follow.

STORAGE

Storage costs are calculated as the average of the storage used at the beginning and end of each month.

INSURANCE:

Order Liability Limit: This applies when an order is lost or damaged in transit by the shipping carrier contracted by Airhouse.

  • Parcel - The amount varies and is determined by the shipping carrier and shipping option, typically $100.00 per shipment.
  • Freight - The amount varies and is determined by the contracted freight carrier at the time of booking, typically $100,000/load.

Please note, Airhouse does not insure and refund in the following situations:

  • Orders lost by the shipping carrier
  • Orders damaged by the shipping carriers
POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Inventory Management and Storage Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

Orders and Fulfillment

This Policy outlines the inventory management and storage policy for Airhouse Inc (”Airhouse”). By using our software, logistics services, and any other related products, you agree to comply with the latest version of our operational error policy Policy.

STORE INTEGRATION:

Customers are required to use an ecommerce solution that's approved by Airhouse.

ORDER EDITS OR CANCELLATIONS:

Edits or cancellations can be made when and order is in the 'New' status in Airhouse, prior to it processing in the warehouse.

Any order that need to be edited or canceled after it is in the 'Processing' status will incur additional charges.

FULFILLABLE SKUS:

Airhouse will only fulfill products that are marked for fulfillment in the Airhouse system and are in stock.

RUSH ORDER FEE:

In the event an order is submitted after 11am local warehouse time, customers can request same-day fulfillment. However, please note that a rush order fee of $50 per order will be applied.

POLICY VIOLATION:

If a Customer violates this Policy, it will result in the voiding of any implied or express warranties that Airhouse provides for its services.

In addition to voiding warranties, violating this Policy may result in additional consequences, such as account suspension or termination, depending on the severity of the violation.

The latest version of our Order and Fulfillment Policy will be available on our website (www.airhouse.io) and we reserve the right to change this Policy at any time.

If you have any questions about any of these Policies, please contact us at team@airhouse.io.