Client FAQs
Last update April 2021

Communication and Scheduling

Each client recieves an email address specific to their account.  We require the client to communicate with this email address as this ensures their questions are answered in a timely and orderly manner.

Our team is required to acknowledge questions within 4 business hours or receipt of the email.

We ask that our client’s observe this and not text, texting slows down the process.  If you would like to schedule time with our one of our team members please click below.   

Service Level Agreement

Indie Do Good’s SLA is as follows:

Incoming freight is processed and received into our WMS within 1 full business day of receipt. 

B2C Orders are processed within 2 business days of receipt of order.  Orders received on Saturday and Sunday will be processed and shipped no later than Tuesday.

BUSINESS HOURS
Monday – Friday 8am 4pm
HOLIDAYS
Indie Do Good will be closed on the following holidays:
  • New Year’s Day
  • Martin Luther King Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Christmas Eve, ½ day
  • Christmas Day
  • New Year’s Eve, ½ day
Orders will be processed within 2 full business days of the holiday.
Examples:
  • Wednesday – closed, order processed by EOD Friday
  • Thursday – closed, order processed by EOD Monday
  • Friday  – closed, order processed by EOD Tuesday

Fees & Pricing Policy

Late Payments 

Late payments may bear interest at the rate of 1.5% per month (or the highest rate permitted by law, if less) determined and compounded daily from the date due until the date paid. You will reimburse any costs or expenses (including, but not limited to, reasonable attorneys’ fees) incurred by Indie Do Good to collect any amount that is not paid when due. Amounts due from you may not be withheld or offset by you against amounts due to you for any reason.   

Billing Cycles 

Indie Do Good bills weekly for shipping charges.  All accounts are set at a net 7 and 15 payment terms unless otherwise noted in the MSA.   

Client Onboarding Requirements

Onboarding process is in place to ensure Indie Do Good is successful in fulfilling our clients orders.  

The following items are required:

  • Sku and Kit List
  • eCommerce API connection set up by client
  • Brand guide – We require out clients to provide a brand guide for packing both B2C and B2B orders prior to shipping the first order including an outline of collateral
  • Inventory origination and shipping schedule

 

Building Information

Business Hours

Indie Do Good’s core client business hours are 8am-4pm, Monday through Friday.   We ask that our clients schedule appointments for product drop off and other necessary, please click below.  When you are dropping off product please pull to the back of the building and use the dock doors.  The team will be expecting you based on your scheduled arrival.  Please note, we do require an appointment prior to arrival.

Indie Do Good will be closed for the following holidays:

  • New Year’s Day
  • Martin Luther King Day
  • Memorial Day
  • 4th of July
  • Labor Day
  • Thanksgiving
  • Christmas Eve, ½ day
  • Christmas Day
  • New Year’s Eve, ½ day

COVID policy

We are a small company and strive to keep our team safe and healthy.  Clients are required to schedule all appointments.  We ask for at least a 24 hour notice but realize that this may not apply to all situations.  Temperatures will be taken upon arrival and we require you to hand sanitize upon arrival.  Social distancing and masks are required.

The purpose of this page is to provide clients with general information. It is in no way a legal contract.