Frequently asked questions
The questions that come up on almost every first call. If yours is not here, ask us directly — we will add it.
What does onboarding actually involve?
A call to understand your order profile, a written quote, then a connection to your store and a receiving appointment for your first shipment. Most brands are shipping live orders from our floor 10 to 14 business days after signing. We do not charge for setup or integration.
Is there a minimum order volume?
We work best with brands shipping 500 or more orders a month. Below that, the economics usually favor staying in house or using a smaller regional operator, and we will tell you that on the first call rather than after you have moved your inventory.
What is the same-day shipping cutoff?
Orders that reach our system before 2:00 PM MST on a business day ship that day. After the cutoff they go out the next business day. During November and December we extend the cutoff and add Saturday shipping for clients who ask for it in advance.
How is storage billed?
By the pallet position or bin you actually occupy, measured daily and invoiced monthly. There is no minimum storage commitment and no long-term contract — the agreement runs month to month after the first 90 days.
Do you charge for receiving?
Standard palletized receiving is included. Floor-loaded containers and shipments arriving without an appointment or a packing list take longer to process and are billed hourly. We tell you which category a shipment falls into before we unload it.
Can you handle our retail accounts as well as DTC?
Yes, and from the same pool of inventory. EDI, routing guide compliance, pallet builds and compliance labeling are handled in house, so you are not splitting stock between a DTC provider and a separate retail distributor.
What happens if something ships incorrectly?
We cover the reshipment and the return label on any error that is ours, without a claim process. Our pick accuracy runs at 99.7%, and the misses that do happen are reported to you rather than quietly absorbed.
Who do we talk to once we are live?
One named account manager who knows your account, reachable by phone and email during business hours. Not a ticket queue, and not a different person each time you call.