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Frequently Asked Questions....
If you average fewer than 1,000 orders per month, you can plan on $1.50 per order plus $.30 per item plus UPS, FEDEX or USPS reimbursement. For example, if you average two items per order and normally ship at the $4.05 one pound priority mail rate, your fulfillment cost would be $1.50 plus 2 x $.30 = $.60 or $2.10 total. To this you would add your ship cost reimbursement--$4.05 in this example--for a total of $4.05 + $2.10 = $6.15.
Do you offer volume discounts? If you average more than 1,000 orders a month our typical fees drop to as low as $1.00 per order plus $.30 per item. For example, for a project that averages 4 items per order, your fulfillment cost could be as low as $1.00 plus 4 x $.30 = $1.20 or $2.20 total. Substantial UPS, DHL and USPS delivery discounts are available as well depending on your average ship volume, package weights and delivery zone distribution. Please contact us for a quotation customized to the specifics of your project. Back to Top
What will inventory storage cost? Your storage cost will be $68.50 per month plus a per item fee that is based on the average number of your items per typical 4 x 4 x 4 pallet divided into $15.00 per pallet per month. For example, for books that average about 1,500 books per pallet, your per item storage fee would be $15.00 per pallet divided by 1,500 items per pallet = $.01 per item. If in this example you had 3,000 books on hand as of the last day of the month, your storage cost would be 3,000 items x $.01 each = $30.00 plus $68.50 base fee or $98.50 per month total. Back to Top
How do I transmit my orders to you? 1) You can upload your orders into our fulfillment control panel as CSV files using our spreadsheet based file conversion template or your IT staff can program a special .CSV export format to our specifications. There are no minimum quantities so you can upload a file every day, no matter how many orders have arrived. 2) You can export your orders to us as XML files automatically based on YahooStore, UltraCart or your webstore's unique XML export format. This simple technology allows easy "hands off" integration of your webstore with our fulfillment control panel database. 3) You can manually enter your orders using our control panel order entry screen. You can copy and paste your order data from your webstore's notification emails or hand enter your order data using our drop-down menu system. Back to Top How does your fulfillment control panel work? Click here to view a demonstration account by entering "demo" as your login and "demo" as your password. Just click on the various drop-down menus to enter your orders, check your inventory and track your shipments--all right from your own computer keyboard. Back to Top
What is your normal order cut-off time? Typically, orders received before 1pm EST are shipped same day and orders received after 1pm are shipped next day. There are situations, such as the Monday after a three day weekend or the Christmas rush that some pre-1pm orders may ship the next day. Likewise, when we are not as busy, some orders received after 1pm will ship same day. Back to Top
Your customer return instructions are mail-merge printed on each of your packing lists that we print and insert with your orders. You can have returns sent directly to you or you can have them sent to our return department. Cost of return processing is $1.50 per return plus $.30 per item returned. We sort each returned item to inventory good vs. inventory hold and quickly send you a return notification email. Back to Top
Where is your fulfillment center located? Our facility is strategically located in Harrisonburg, VA. along Interstate 81 running North/South through the Shenandoah Valley. The I81 corridor is a primary transportation and logistics route for commerce serving the entire Eastern United States.Back to Top
Yes, we ship to all countries served by USPS, FEDEX and UPS and provide either an Export Declaration Form or a copy of your Export Commercial Invoice, depending on customs requirements, and your customers pay any required duties upon delivery. Most of our clients use global priority mail for packages less than 4 pounds and international air parcel post for packages over 4 pounds Back to Top What are your shipping methods and costs? We provide all of the major UPS, DHL, FedEx and USPS delivery methods. We also use selcted freight carriers for large shipments. Back to Top
How quickly will my orders be delivered? Under typical conditions, UPS and DHL ground plus USPS express, first class and priority mail will be delivered from our Harrisonburg, Virginia 22801 location. Depending on the lvel of shipping servcie, deliveries can be delivered any time from Overnight to twom weeks.Back to Top
Can you send ship confirmation emails? Yes, we send an order confirmation email to you and at your option we can send a ship confirmation email to your customers which includes the tracking number and your custom sales message text.. Back to Top Can our customers get their tracking information directly? Yes, in addition to ship confirmation emails, we can provide an optional customer service button that you can add to your webstore's customer service page. Your customers can enter their name and then view the current tracking information for their orders right from our fulfillment center database. You will see this option listed under the Client Info drop down within the control panel main menu. What are your stock packaging sizes? We can use standard domestic and international packaing as provided by USPS and UPS. There is no charge to our customers when we use this standard packaging. Customers who want alternative packaging used must either have the packaging shipped to our warehouse or indicate what packaging they would like us to use and then reimburse us for the packaging we purchase on their behalf. Back to Top
Do you require individual SKU labeling? If your SKUs can be easily confused due to similar appearance or lack of unique labeling, it is vital that you or we label each item to eliminate potential pick/pack errors later on. If we print and apply SKU labels for you, the cost is $.20 per item. Back to Top
What merchandise do you NOT handle? We do not handle haz-mat materials, illegal or pornographic merchandise. Our fulfillment warehouse is not climate controlled and thus we can not protect highly temperature sensitive materials such as chocolate or frozen foods. Fragile items such as fine art, posters, glass bottles or sensitive electronics must be packed in custom engineered containers that you provide---simple newsprint or foam peanuts will not work. Back to Top
Can you do gift wrapping for me? Yes, although we only use www.uline.com stock gift boxes and bags and don't provide artistic hand wrapping or hand written gift cards. There is no extra fulfillment cost other than your additional purchase expense of the special gift packaging required. Contact our sales department for the details. Back to Top
Who provides the insurance for my inventory? Your merchandise always remains your property and we do not provide inventory insurance--it is therefore understood that you and your insurance company will hold us harmless in the event of any loss which includes fire, water damage and theft. To obtain insurance coverage on your inventory, contact your insurance agent and request that "off-site inventory" coverage be added to your basic business package policy. Back to Top Who covers transit damage and lost shipments? Your DHL and UPS shipments have an automatic $100 damage or loss insurance coverage built into their standard rates and you can request additional transit UPS, DHL and USPS insurance in your ship instructions to us. Compensation is limited to the cost of merchandise and not loss of business, incidental or consequential damages. Back to Top
What about order fulfillment errors that you make? If we make an error such as wrong SKU or wrong picking count we will issue a call tag to recover your merchandise at our expense, express ship replacement merchandise at our expense or compensate you for your cost of lost merchandise up to $100 per order. Like UPS, DHL and USPS, are we not liable for loss of business or incidental or consequential damages. Back to Top Do you charge for sales literature inserts? Yes, we charge $.30 for each insert kit which can contain up to 10 individual brochures, postcards, flyers or coupons. Depending on complexity, there may be an assembly fee to preassemble your literature kits prior to insertion with your orders. Also, your insert kit can be assigned a special default SKU number in our system so that every order will include the literature kit automatically. Otherwise, you must include the literature kit SKU and quantity with each order yourself. Back to Top Can I ship as both full cases and individual items? If you ship certain SKUs as both individual items and as full cases of the same item, you can split your inventory into two SKUs to get the same $.30 price for an unopened case as we would charge per individual item. Back to Top
Can I add extra UPS, DHL or USPS package insurance? Yes, you can check add insurance and enter the dollar amount using your control panel order entry screen or add insurance Y/N and dollar amount fields to your CSV and XML upload files. There is no extra fulfillment fee for added package insurance and the carrier's insurance fee is automatically added to your package delivery reimbursement cost. Back to Top
How do I link my call center to your order fulfillment center? If you take telephone orders via your own or an outsourced call center, your operators can simply enter your phone orders into your online webstore system. If you are looking for a call center that works with start ups, we have contacts that may be able to assist you. Their rates are reasonable and they are easy to work with. Back to Top
Do you provide kitting and assembly services? Prepackaging multiple "child" items to a "parent" SKU prior to shipment instead of paying a per item pick & pack fee could save you considerable expense over time. Kitting cost is based on $35 per hour divided by net production and we can handle special projects like sorting, refurbishing, labeling and bulk repacking as well. For an assembly quotation, please contact our sales department. Back to Top How do you bill for your order fulfillment services? We bill and collect each week for your prior week's fulfillment fees and expense reimbursement. We can use ACH electronic checks to process payment directly from your checking account or debit your prepaid deposit account. Visa and MasterCard processing is available subject to a 4% markup on your delivery expense reimbursement. Back to Top
If I want to, how do I terminate our arrangement? You are free to discontinue our service at any time without penalty. If your fulfillment fees remain unpaid or if we can not reach you via email or telephone for a period of 90 days, we will assume you have abandoned your inventory and will apply the liquidation proceeds to your account. Back to Top
How do we send our inventory to your fulfillment center? Please address your shipments or have your suppliers address your shipments to Your Company Name, Receiving Department 593 University Blvd. Suite D Harrisonburg VA 22801 and include a detailed packing list. We will do a careful receiving inspection and item count and will send you a receiving report by fax or email. As soon as we enter your stock counts into your control panel database, we can start shipping your orders. Back to Top
What is your company privacy policy? As your outsourced fulfillment service provider, we do not share, sell, rent, trade or distribute your fulfillment data to third parties unless required by law. All such data is stored on a secure server by a web host service provider that specializes in secure transaction processing and hosting, www.magnum-host.com. You can change your fulfillment control panel password at any time from your keyboard. Back to Top |
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MAGNUM
e-Commerce Systems 593 University Blvd Suite D Harrisonburg, VA 22801
540.433.4714 |
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Software
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