FAQ`s

Shipping

Receiving

Setup & Billing

Tracking

Fulfillment

Can I reroute my shipment while in transit?

You are generally not able to reroute a shipment while in transit unless using one of the more “Premium” service levels. While some “Premium” service levels do allow a reroute – the carriers usually charge a fee in excess of $20 and do not guarantee that a reroute will actually occur.

Can my customers get e-mail notification of my shipment's progress or status?

Upon shipping your order, the dashboard will pass the shipped status along with a related tracking number (if applicable) to your CRM. Depending on the capabilities of your CRM or E-Commerce platform, a "Shipped" confirmation email may be generated by your CRM/E-Commerce platform and sent to the consumer.

How do I know when an order was shipped / delivered?

Once shipped, hover over "Status: Fulfilled By FDC" to view the order life cycle. Not only will that show you when the order was shipped and when it shipped, but also the life cycle will reflect the scanned events of the carrier all the way through delivery.

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How do I change the address on my shipment?

Any order that is not in a status of "Printed, released, 4pl processing or shipped" can be changed for address. Simply pull up the order in question and click "Edit" within the "Shipping to" section to update and save the address.

How do we need to notify Fulfillment.com when we are sending our inventory to one of the Fulfillment.com warehouses?

Send an ASN (Advanced Shipping Notice). It will inform Fulfillment.com of how many units we will be receiving from your supplier. An ASN is electronic information concerning a single shipment of movable units sent to a WMS from suppliers and sent from a WMS to customers. If you do not have this capability, please click here to download a shipping notification form and ensure your Success Manager confirms receipt of your ASN.

What if my order is lost or damaged?

If we send an order on your behalf and the shipment is lost or damaged, we will file a claim for you as long as the carrier offers insurance for the service level chosen and the loss is reported before the window to file closes. The shipper on account is always the responsible party for filing a claim, so clients must file their own claims for any order shipped on a non-FDC carrier account.

What is signature confirmation?

Signature Confirmation is when you require a signature in order for your package to be delivered. This is an added service offered by the USPS.

What is the E-packet service?

This is a tracked, international service that will deliver your package within 6-10 business days to 27 countries. This service will have delivery scans and cost a great deal less than shipping with USPS first class international.

What is the IPA service?

International Priority Airmail (IPA) is a way to ship packages internationally at a low-cost without tracking options available. Your package will still be delivered within 6-10 business days; however, there will be no delivery confirmation.

Does the UK fulfillment center have a Food Grade Registration Number?

Yes, Food Grade Registration Number: ABLW8F-J7Y596-MALR7J. National Occupational Standards EC853-2004 Compliant.

How can I ensure that the entire product I sent was received correctly?

Once your product arrives at our warehouse, it goes through a comprehensive receiving process. The quantities and product information are checked and verified against the provided packing slip. Any discrepancies are promptly reported to your Success Manager who will contact you directly to remedy any order inconsistencies. Product weights are taken and recorded in our system to ensure that the right postage is applied to each of your orders. Each product received is recorded in our receiving logs for quick reference. Once the product is received completely, the product is placed in its designated storage location and the product quantities are added to the Fulfillment.com dashboard inventory page, which provides real-time inventory management.

How long does it take to receive a shipment?

Our goal at Fulfillment.com is to take no longer than 15 minutes to receive a single pallet. Receiving a shipment begins the moment we begin the receiving process to the moment the pallet is placed in its designated storage location. If any or all of FDC’s receiving requirements are not met, receiving time will increase, which in turn adds specialized receiving fees to your invoice.

What are your receiving requirements?

Pallets should be sized no larger than 48” x 40” x 48”. Pallets exceeding these measurements will be broken down to the appropriate size, increasing the receiving time. Organize product by lot number, do not mix different products or lots together. Ensure pallets are properly wrapped and banded to safeguard against damage. For non-health and beauty products, please ship in appropriate size boxes. Receiving time and fees will increase if the Receiving Team has to re-box the whole shipment or use our stock boxes to store the product.

What needs to be sent with my product?

Send a detailed packing slip. Merchant name, product name, quantity, and lot numbers should all be included in the packing slip to make the receiving process run as smoothly as possible. If applicable, state on each box the quantities shipped within that box.

Who do I notify before I send my product?

Notify your Success Manager prior to the shipment arriving so the Receiving Team is expecting it and can make proper arrangements based on the size of the shipment. You also need to send the appropriate manufacturing paperwork to your Success Manager before your product arrives.

Do you have long-term contracts?

Our minimum contract requirement is 1 year.

Do you have setup fees?

No, Fulfillment.com does not charge a set-up fee. There is a non-refundable prepayment that must be received before our team can start creating your account. The prepayment is determined by the location of your warehouse(s) and covers your picking, packaging, and shipping charges, as our service is prepaid.

What payment methods do you accept?

Fulfillment.com accepts credit cards, wire transfers, and ACH (automated clearing house) payments.

Where can my customer go to track their order?

You can send a link from your CRM or add a link to your order confirmation page for your customer to be able to track their package. click here to access FDC's tracking page.

How long until there is a tracking number for my customer?

Once the items are shipped you should receive a tracking number within 24 hours.

What services are included in your Fulfillment Fee?

Our Fulfillment Fee encompasses all of the services that we provide for every order, including integration with any one of the world’s 70 most popular “shopping carts” / e-commerce platforms, order management and label, Fulfillment.com’s Cloud-based “dashboard” including our provision of all available carrier tracking, customer address validation, order grouping, and an assigned Success Manager.

What is a Kitting Fee?

In essence, any “touch” we make to an order --- other than those specifically priced elsewhere in the Contract --- is “kitting”. For instance, if we add void fill such as a handful of crinkle paper, that’s a kitting fee. If we use a client’s custom carton, that’s a kitting fee. If we had an applique or sticker to a package, that’s a kitting fee. If we put a client’s product into a bag before we pack it, that’s a kitting fee. Or, if we add a spritz of fragrance to a package, that’s also a kitting fee.

Could you please explain Fulfillment.com’s monthly minimum spend?

Fulfillment.com’s total monthly billing includes all fees --- receiving, storage, fulfillment, product picking, kitting, packaging and postage fees. This is an account Minimum, not a per fulfillment center Minimum.

Are my products required to have a barcode/label?

All Products must have labels on the exterior face (Product or packaging) with information including barcode, SKU number and Product description in print type no smaller than 10 pts.