Published: August 27, 2025
🔄 What's Changing
We're implementing new, more precise shipping Service Level Agreements (SLAs) based on product categories. Products are now grouped into three clusters (S, M, L) with specific dispatch and delivery timeframes for each. These replace our previous two-category system that was based solely on weight and size.
📌 What You Need to Do
- Make sure you understand the new product category clusters:
• Small (S): smartphones, tablets, headphones, smartwatches
• Medium (M): accessories, consoles, cameras, printers
• Medium with Special Preparation: laptops, desktop PCs - Adjust your dispatch processes and Delivery times to meet these new timeframes:
| Product size | Order time | Dispatch (order to 1st scan) | Delivery time (order to 1st delivery attempt |
|---|---|---|---|
| Small products | |||
| smartphones, tablets, headphones, smartwatches | before 12:00 | Dispatch same day | ≤ 2 days domestic / ≤ 3 days cross-border EU |
| after 12:00 | Dispatch by end of the next business day | ≤ 2 days domestic / ≤ 3 days cross-border EU | |
| Medium products | |||
| accessories, consoles, cameras, printers | before 12:00 | Dispatch same day | ≤ 3 days domestic / ≤ 4 days cross-border EU |
| after 12:00 | Dispatch by end of next day | ≤ 3 days domestic / ≤ 4 days cross-border EU | |
| Medium with Special Preparation | |||
| laptops, desktop PCs | before 12:00 | Dispatch by end of next day (max. 36h) | ≤ 3 days domestic / ≤ 4 days cross-border EU |
| Orders after 12:00 | Dispatch by end of day after next business day (max. 48–60h) | ≤ 3 days domestic / ≤ 4 days cross-border EU |
🎯 Why It Matters
Our analysis shows that delivery (next to product quality) is a primary driver of customer satisfaction. Fast, reliable shipping is critical to building customer trust in the e-commerce environment. Meeting these new SLAs will help improve customer satisfaction, reduce support tickets, and boost your seller performance score.
Additionally, refurbed offers discounted shipping rates through our DHL Express partnership that may help you meet these delivery timeframes.