FREQUENTLY ASKED QUESTIONS - PRODUCT FULFILLMENT COMPANY

Introduction
Fulfillment Control Panel
Order Processing
Shipping Information
Accounting
Returns Processing
Standard Fees & Discounts

Herbal Supplements & Natural Products
International Fulfillment
Apparel Fulfillment
Ebay & eCommerce Fulfillment

“We love eFulfillment Service. They make it so much easier to do business with our customers. The website is set up so you can maneuver through it easily, and it's fast. The staff is usually very accessible and makes every attempt to return communications quickly. The managers and staff even catch little problems before they get to be big problems. We can keep track of our shipping records reliably and easily. There are many ways to sort information and have reports and spreadsheets available to us; there's even a function to forecast stock projections. I would recommend eFulfillment Service 100%!”

—Kathy, Customer Service
www.rawvegan.com

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How do I transmit my orders to you?

Using our simple Fulfillment Control Panel, you may choose to submit your orders to us in any of three easy ways: keyboard entry, file upload, or direct integration. We can also create a custom solution for you. View the Order Processing and Fulfillment Control Panel pages for more information.

How do I compute my shipping costs, so I can charge my clients appropriately?

On our Shipping page, we’ve provided multiple resources to help you accurately determine your shipping fees. Discounted rates are available for UPS.

How do I ship my inventory to you? How does receiving work?

Your merchandise should be carefully packed and an itemized packing list enclosed. (For shipments of less than 100 lbs., we suggest using UPS ground. For shipments over 100 lbs. but less than 500 lbs., you should use UPS hundredweight rate. Use truck freight for shipments over 500 lbs. You can receive a 70% discount when you use one of our preferred carriers shipped “collect” to our warehouse.)

We carefully inspect and count your merchandise when it arrives at our warehouse and will fax or email an inventory report to you, usually within 48 hours.

Merchandise arriving without a packing list or requiring SKU numbers or individual bagging will be charged our $35 per hour labor fee.

What’s a SKU? Do I really need one for all of my products? What if I don’t have a SKU for each?

A SKU is a Stock Keeping Unit, represented by a unique number, used by merchants to identify and keep track of inventory items. Each product in our warehouse has a SKU, and each product variation either has or is assigned its own SKU. For instance, similar items, like t-shirts, may be assigned separate SKUs according to their size, color, style, or any other product variation.

Using a SKU system allows us to sort your inventory during receiving, before the picking process begins, which saves time for us and money for you.

Items shipped to us without SKU numbers will be assigned a SKU or SKUs during the receiving process. Clients with multiple products needing extensive sorting and SKU numbering will be charged our $35 per hour labor fee.

How much do you charge for your services, and when and how do you bill?

Product Storage: Storage is computed by totalling the cubic feet for all items in your inventory. The cost is $0.25/cubic foot per month. This cost includes maintenance of up to 50 active SKUs. Additional SKUs are $0.15/SKU per month.

Order Fulfillment: $1.85 per order plus $0.40 per item, unopened case, or insert.

Standard Fees: We charge a base fee of $69.95 per month which covers the management of your individual account by our experienced sales, information technology, and customer service staff. Our account processing fee is 3.5% of each invoice which is waived for clients using ACH debit or debit from a prepaid escrow account.

Shipping: You are charged for shipping based on the carrier's standard retail rates on all outbound packages. Discounted rates are available for UPS. If your package requires correction of address or ship method, a modest $0.40/occurence is charged. For clients using USPS, we require the use of delivery confirmation at the retail rate of $0.65-0.75 per order.

Billing: Weekly invoices are based on the prior week’s fulfillment and shipping charges. Monthly billing for product storage fees is based on an inventory of your merchandise and will be billed the week following the last full week of the month. Automatic payment options include: ACH electronic payments made from your checking account, funds debited from your pre-paid escrow account, Visa and MasterCard processing. Please refer to our Accounting page for further details.

Who insures my inventory while it’s in your warehouse?

You are responsible for insuring your inventory during transport to our fulfillment center and throughout the time that your inventory is stored in our facility.

Do you have a 100% satisfaction guarantee? Who takes responsibility if something goes wrong?

If we make an error, such as shipping the wrong SKU or incorrect picking count, we will ask our shipping partner to retrieve your merchandise at our expense, express ship replacement merchandise at our expense, or compensate you for lost or missing merchandise up to $100. UPS shipments have an automatic $100 damage or loss insurance coverage built into their standard rates, and you can request additional transit UPS and USPS insurance in your ship instructions to us. Like UPS and USPS, we are not liable for loss of business or for incidental or consequential damages.

What are my packaging options? Do I pay extra for packaging materials?

Our free standard packaging includes JiffyLite mailers or 200# test cartons filled with bubble wrap, peanuts or Kraft paper, as needed. Ship your special packaging to us with your merchandise, or order reasonably-priced special packaging materials online from www.uline.com. They offer next day delivery. We’re happy to purchase special packaging materials for you at cost plus 10%

I need some light assembly work done, in addition to fulfillment. Can you help?

Yes! We welcome your special projects. Assembly and kitting labor is available at $35 per hour, but please contact us for a quotation based on your specific project. Email our Sales Department or call us at 1-866-922-6783.

Sorting
Kit assembly
Labeling
Bulk Repacking

How do I get customer support? Will I be able to contact a support person directly?

When you sign up for our fulfillment services, you will work with our Sales Director Linda Sorna. After your initial inventory arrives, you are given the contact information for both our Operations Manager and our Customer Service Supervisor. Most clients find that our web-based ticket system is a great way to receive customer support. The system allows you to submit a customer service question or concern at any time. During regular business hours (8:30-5:00 EST), you will receive a response within two hours or, typically, within a few minutes.

Please email our Sales Department with further questions. We’re happy to help!