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What is the expected production time?

Production SLAs

  • Unframed Canvas and Unframed Posters: 2 business days*
  • All other products: 3 business days*

*These production SLAs are standard operational targets and may be extended where an order is affected by circumstances beyond our reasonable control, including Force Majeure Events as defined in the applicable agreement. We will make reasonable efforts to inform affected clients as soon as reasonably practicable. Nothing in this article amends or overrides the applicable agreement, agreed customer-specific terms, or any mandatory legal rights.

SLA Fidelity Target:

At least 95% of all orders per account should be fulfilled within the above SLAs per business day. The remaining 5% accounts for exceptional circumstances that may cause individual orders to fall outside the defined timeframes.

Day counting rules:

  • The day the order is created is not taken into consideration.
  • The timestamp used to calculate the SLA is the moment the order reaches our production system, not the moment the order is created in the client shop system.
  • Local times are considered: USA (Columbus), Europe (Germany/Stettin).

Shipping and handover:

  • The shipping label and tracking number are created on the final business day, at 23:59 at the latest.
  • The carrier picks up and scans the order on the next business day after the shipping label is created.

Clean vs. mixed orders:

  • The SLAs above apply to "clean" orders (single product type).
  • Mixed orders (multiple product types) add up to one additional business day.

Important note on delays:
In cases where an order has not been sent to production due to an intentional delay set by the client or a pending order caused by an unpaid invoice, there can be a significant difference between the order creation timestamp in the client shop system and the timestamp registered in our production system. Only the production system timestamp is used for SLA calculation.


Example:
A "clean" Unframed Canvas order is sent to merchOne on Monday at 14:00 CET and immediately forwarded to our production system (no delays set by the client):

  • Monday: Order received by production system (day 0, not counted)
  • Tuesday: First business day
  • Wednesday: Second business day, shipping label is created at 23:59 at the latest
  • Thursday: Carrier picks up the order with first scan