Question 1

What if an order is mis-shipped?

Accepted Answer

In the rare case that an order is mis-shipped, Emerald Fulfillment will cover the return cost and would not charge you the pick/pack and shipping fee. You should not have to pay for our mistake.

Question 2

Can a marketing insert or flyer be added to my orders?

Accepted Answer

Yes, please contact us directly for pricing and specific requirements – We’d be happy to help.

Question 3

What shipping carriers does Emerald Fulfillment use?

Accepted Answer

We use FedEx, UPS, USPS, and DHL. We also calculate orders by the ounce. We want to save you money any way we can.

Question 4

Does the order processing and pick/pack fees include shipping?

Accepted Answer

It does not. We would send you a monthly invoice with the reduced shipping charges.

Question 5

Do you handle returns?

Accepted Answer

Yes. Once we receive your return we will process it like a regular order. We will check over each return and let you know via email when a return has arrived within 24-48 hours. We can either discard, restock or put the item aside to send back to you.

Question 6

Are visits to your warehouse allowed?

Accepted Answer

Yes, of course. Please provide 24 hour notice before stopping by.

Question 7

Does Emerald Fulfillment offer inventory insurance for my products?

Accepted Answer

No, we cannot legally insure product that we do not own. You would need to add our warehouse as a secondary location.

Question 8

Do I have to sign a long-term contract?

Accepted Answer

No, you can cancel at any time.

Question 9

Do you require products to have SKU?

Accepted Answer

We do require that every product have a unique SKU. If this is your first time with SKU, we will help.

Question 10

How will I know when my inventory runs low?

Accepted Answer

The software we use will automatically notify you when your inventory runs low.

Question 11

Who’s responsible for taxes and import duties?

Accepted Answer

All customs, taxes and duties charges related to your inbound Inventory must be paid in full (Delivered Duty Paid / DDP) prior to arrival.

Question 12

Can I ship my items to your warehouse?

Accepted Answer

Yes. You can ship your items directly to us via freight or mail. We accept International shipments, as well., but all customs and fees will need to be paid.

Question 13

Do you ship my orders out same-day?

Accepted Answer

If your orders are in before noon Monday thru Friday they will ship same day. Otherwise orders will ship on the next business day.

Question 14

What is your order cutoff time?

Accepted Answer

We typically offer a cutoff time of 12pm (noon) CST, but we’re open and willing to adjust accordingly to fit your business.

Question 15

Do you have daily pickups?

Accepted Answer

Yes. We have daily pickups with USPS, UPS, DHL and FedEx.

1-917-745-7433

Frequently Asked Questions