Back Order Policy
We are going to classify our orders that have not been shipped into three categories.
- Open Orders – orders that have all items in stock and will be shipped within 24 hours from the time they are written up.
- Product Pending Orders – orders that have an item on them that stock will be replenished within 48 hours from the time they are written up.
- Back Orders – orders that have an item on them that the stock will take longer than 48 hours from the time they are written up to arrive in the warehouse for shipping.
Open Orders – these orders will be written up and taken to the warehouse on a daily basis. The shipping team will do their best to ship these orders the same day if the orders are in by 1:00 pm. They will be required to be shipped the next day.
Product Pending Orders – these orders will be written up and taken to the warehouse as normal. This type of order can be identified when the “ship quantity” in the order entry screen is less quantity or at zero than the ordered quantity. You should always override the zero or less quantity to the quantity that the customer wants to order.
Juan or Tiffany will be making all shipping team members and order entry team members aware of items that will be back in stock within 48 hours. As we state all orders will be shipped within 48 hours, product pending orders actually meet our advertised shipping time. The shipping team will place the product pending orders in the bottom tray and will fill the orders when the product arrives in the warehouse as usual.
Back Orders - This type of order occurs when a customer orders an item that will not be back in stock for more than 48 hours. Juan or Tiffany will be making all team members aware of items that are on back order with an approximate ETA.
When someone orders one of these items, we will inform the customer that an item is on backorder and the approximate ship date. We will write up all other items on the order and ship those as open orders. The back order will be written on a separate order and not given to the warehouse. One day prior to the goods arrival, the sales people that have back orders will call each customer as a courtesy to tell them the item will be shipping the next day. They will ask if the customer needs any additional product added to the back order shipment. Juan or Tiffany will be closely monitoring and reporting the inventory situation on a daily basis. We hope to minimize back orders as much as possible, but when we do have one, we want to offer as much service as possible.