Operational Fees & Policies

Policy	Details
Dispatch SLA	All orders received prior to cut off time to be shipped within same Business day  All orders to be shipped within 24 hours regardless of time of order
Delayed Dispatch - $20.00 per order item	All order items are to be updated with functional tracking into Seller Center within 24 hours of the order being created in Seller Center. At 24 hrs pending, the items will incur a late dispatch fee. Should the Seller consecutively track outside of dispatch KPI (95% of orders shipped  within KPI) for two or more weeks in a row without confirmed resolution, the account is at risk of deactivation from the website. The account will not be reinstated online until satisfactory response is provided and resolution confirmed.
UTF SLA	O.4% (Daily and Weekly Order Items)
Unable To Fulfil - $20.00 per order item	A cancelled order fee of $20 per order item exists for items that are cancelled for the reasons ‘Out of Stock’, ‘Delayed Dispatch’ and ‘New Zealand Order’ (if applicable based on contract terms). Delayed dispatch cancellation fees are charged for order items that are pending outside of our Dispatch SLA. These items are cancelled by THE ICONIC team. Items that are not dispatched within 24-hours and subsequently cancelled will incur both a Late Dispatch Fee and a UTF Fee. Should the Seller consecutively track outside of dispatch KPI (0.4% of total order items cancelled) for two or more weeks in a row without confirmed resolution, the account is at risk of deactivation from the website. The account will not be reinstated online until satisfactory response is provided and resolution confirmed.
Account Statement SLA	5 Business Days from Account Statement closing
Account Statement Disputes	Account statement disputes (including returns disputes) must be raised via the Seller Helpdesk within five Business Days of the Account Statement closing. Anything raised after this period will not be reviewed.