The Global Logistics and Compliance Team ensures that Samsara products are moved around the world safely, efficiently, and in compliance with global laws and regulations.
For any transportation, import/export, or compliance needs, submit a ticket through #seller-support-hub slack channel using the ‘Hardware Fulfillment & Returns’ initial category or submit a webform for Logistics (100% Closed Won) issues.
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Logistics Issues Resolvable by Team
Shipping Issues & Delays
Any issues with an order in transit (Post-Closed Won) are handled internally by the Logistics Team. While exceptions may not provide a good customer experience, we can minimize their impact by resolving issues swiftly and efficiently. We rely on Account Owners to act as the liaison between the customer and our team when shipping issues arise.
The Logistics Team will respond within 24–48 hours after receiving a request and conducting a preliminary investigation. See SLA times below based on region:
| Region | SLA |
| United States | 2 business days |
| Mexico / Canada | 2 business days |
| EMEA |
3 business days |
Logistics Team Support Scope
Address Issues:
- Missing Unit / Apt #
- Wrong Street #
- Receiver Name Error
- Receiver Moved
-
Etc.
Delayed / Undeliverable Packages:
- Closed / Hours of Operation
- UPS Access Point (Direct Pick-Up from UPS Store)
- Receiver Refused
- Inclement Weather
- Incorrect Shipping Details
-
Carrier Error
Return to Sender / Lost in Transit:
- Address Error
- Carrier Error
-
Undeliverable
Missing Hardware:
- Damaged Packages
- Fulfillment Issues
Frequently Asked Questions
There's an issue with a recently shipped order (100% Closed Won). Who do I contact?
Sales Teams: Use the #seller-support-hub Slack channel, Hardware Fulfillment & Returns category.
Non-sales Teams: Submit a webform. Select “Logistics Related” under “Which team is your request for?”
An order was shipped to the wrong address. Can we update it before delivery?
Minor corrections (e.g., suite number, contact name) are allowed and can be updated with the carrier by the Logistics Team. Full address changes (reroutes) are not and will need to be either recalled and reshipped or delivered to the current shipping address.
Can we upgrade shipping speed after the order is shipped?
No. Shipping speed cannot be changed once the order reaches 98% “Order Processing.”
Faster shipping must be selected before the order reaches 95% “Closing.”
Can we ship to PO Boxes (US) or Postal Bags (Canada)?
No. We cannot ship to PO Boxes (US) or Postal Bags (CAD). If an order reaches 98% with one listed, we’ll request an alternate address, which may delay shipping.
Can the customer pick up the order from the carrier in transit?
Logistics can request UPS to hold the order at a nearby Access Point (where available).
You must provide the recipient’s name and phone number. UPS will determine the pickup location, and Logistics will confirm once it’s ready.
How do I find the ETA for an LTL shipment?
Check the tracking number in the opportunity (usually tracked via FedEx). If no delivery date is set, the carrier likely hasn’t scheduled an appointment with the customer yet.
Why is the tracking # I have not working / providing an ETA?
Please allow up to 24hrs from the time of closing for tracking to become active. Also ensure you are using the correct carrier for your tracking #. If your order has been in the “Closed/Won” stage for over 24 hrs and is still not showing an ETA, reach out to the Logistics Team for review.
My order appears to have been lost or returned, how do I reship?
Please reach out to the Logistics Team for reshipment options.
- Sales Teams: Use the #seller-support-hub Slack channel, Hardware Fulfillment & Returns category.
- Non-sales Teams: Submit a webform. Select “Logistics Related” for “Which team is your request for?”
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