Frequently Asked Questions

Questions, answers and common term definitions

Frequently Asked Questions

...and of course answers

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Can I reroute my shipment while in transit?

Orders cannot be rerouted while in transit. If you would like to verify your "ship to" addresses before fulfillment occurs, then set a delay in your CRM to keep from sending your orders details to Fulfillment.com until the delay time set up by you is met.

Can I upgrade the service level of my shipment while en route?

As long as the order does not have a status of "Shipped" or "Processing," you or your Success Manager can place an order on hold, make changes to address information, or cancel the order. Changes to the shipping method or products must be made by your Success Manager.

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 change the address on my shipment?

If the order status is not "Shipped" or "Processing," you can change the address by clicking on the edit icon in the "Actions" column. Once the order is open, select the "Shipping address" tab and update any information that is needed. Click "Save" and you are done!

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

Once you find the order in question, under the "Status" column you will see an icon of a truck. Hover your mouse over the icon and it will display the current tracking information available and postage cost. The popup will let you know when the customer placed the order, and when Fulfillment.com received, approved, and shipped the order. It will also show when the order was received and sorted at the shipping facilities and when it has been delivered to the customer.

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.

How long does it take for my order to go out after you receive it?

Fulfillment.com fills all orders within 24 hours of receipt, provided they are approved to ship. Shipments will not be processed on holidays, or during any event that would cause a facility to close (acts of God, severe inclement weather, etc.). However, fulfillment of orders is our core priority.

What does it mean if I see "billing information received" or "electronic shipping information received"?

If you see either of these two shipping messages, the shipping company has received your information and tracking number but your package has not been scanned in their facility yet. Wait a day or two and see if the problem resolves itself.

What if my order is lost or damaged?

If your order is lost or damaged, we will file a claim for you. If you are sending us a package through your own shipper, you will need to file the claim with them.

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.

Where are your distribution centers?

U.S. Locations: Savannah, GA / Las Vegas, NV / New Jersey

International Locations: Mississauga, Canada / Birmingham, United Kingdom / Mexico City, Mexico / Melbourne, Australia

…and many more facilities coming very soon

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 the Fulfillment.com team 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 Purchasing/Regulatory before your product arrives.

Do you have long-term contracts?

No, our agreement can be terminated by either party with a 30 day notification.

Do you have setup fees?

No, Fulfillment.com does not charge a set-up fee. There is a non-refundable deposit of $500 that must be received before our team can start creating your account.  The deposit 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.

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.

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.

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