FAQ
Fulfilment and 3PL questions, answered clearly.
Cost and contracts, daily operations, returns and Germany. If an answer depends on your goods, we say how.
Commercial
Cost, minimums and contracts.
What does it cost?
Receiving, storage, order handling, materials, returns and additional work are priced as separate lines, so you can see what you pay for. Rates depend on your products and volumes, so you get them in your quote. What 3PL providers charge for.
Is there a minimum number of orders?
Whether a minimum applies depends on handling complexity and scope. Tell us your volumes in the quote form, even if they are small, and you will get a clear answer.
What do you need from us for a quote?
A few ranges: orders per month, number of SKUs, rough stock, returns. Add what the products are and where they ship. Exact numbers are not required, and we ask about whatever is missing, such as carton dimensions.
What about contract length, liability and insurance?
Term, notice and liability for goods in our care are contract terms. You see them in writing before your first delivery. Ask what covers your stock and check your own cover too, rather than assuming either way.
Where an answer depends on your goods, we look at them first, so the number you get is one you can plan with.
Operations
What happens on the warehouse floor.
What happens if a delivery does not match the notice?
We count against your advance notice (ASN), record the difference, keep it out of available stock and report it to you. Damaged goods go to quarantine and are photographed. A delivery without notice is held apart until you confirm what it is. Exceptions in detail.
Is our stock kept apart from other clients?
Yes. Your goods are tracked as yours from inbound onwards, so a count, an adjustment or a return touches your stock alone.
Can you connect to our shop or ERP?
We assess that with you during onboarding and test it before going live. If no ready connection fits, we build a custom integration, so please tell us what you use. How we approach integrations.
Which products can you not take?
Dangerous goods, pharmaceuticals and chilled food are out of scope. Other restricted goods, such as lithium batteries, are checked individually before we quote.
Refund decisions and contact with consumers stay with you. We report what arrived and in what condition.
Returns
Who decides what, when goods come back.
Who decides what happens to a return?
You do, through a procedure agreed in advance. We carry it out and record it. If an item fits no rule, it waits outside saleable stock for your decision. How returns work.
Do you photograph every return?
Only where your procedure asks for it. Photographs take handling time, so it usually makes sense to set the rule by product value or by condition. Choose what you will actually use.
Do you handle refunds and talk to our customers?
No. Refund decisions and consumer communication stay with you. We give you what we found on the item so you can decide. What the options are.
Can you resell returned goods for us?
No. We can grade them and prepare them for resale where that is permitted, but you keep the goods and the sale. We do not sell on marketplaces, repair, refurbish or wipe data. What quality control covers.
Your goods ship from one warehouse in Poland. The next four answers cover what that means.
Cross-border
Shipping from Poland to Germany.
Do you have a warehouse in Germany, or your own vehicles?
No. We operate one warehouse in Smardzów near Wrocław and select carriers to fit your destinations and requirements, with coverage and terms confirmed in the quote. See the location.
How long does delivery take, to Germany or elsewhere?
Transit times depend on the carrier service, the destination and whether it is a parcel or a pallet, so we go through your destinations during the quote. That is also where to raise countries other than Germany, and we will say whether we can cover them.
Where do customers in Germany send returns?
We have no German return address. The route back to the warehouse is planned during set-up, and what your returns policy tells customers is your call, ideally checked with an adviser. What to plan for.
Who deals with VAT, packaging registration and consumer law?
You do, as the merchant. We do not provide tax or legal advice, and customs brokerage is not part of our service. Our cross-border guide lists what to check. Please confirm it with your adviser.
Next step
Question not answered here?
Put it in the notes field of the quote form. Awkward questions are useful: they tell us early what your operation really needs.