Frequently Asked Questions

All you need is a building, some shelving and a basic stock system – right?

No. We’ll complete all the initial setup work and receipt of your first shipment free of charge. (Only in installing and configuring our integration software will there be a small one-off charge of $50.)

No. We’ll establish a service-level agreement with you, which you can terminate at any time by giving us the agreed period of notice. The notice is determined by the scale of your requirements and the resources we have deployed to service those requirements.

We use an activity-based charging system. This provides greater transparency and ensures you are only charged for the services you have actually used.

We email fully itemised invoices shortly after the end of each month. Our invoices are payable by the  25th day following the month in which the services were provided.

We accept payment by EFT, Visa or Mastercard.

Sorry, No. We only field enquiries directly from our client. Our philosophy is that no one can manage your customer relationships better than you.

Yes. We provide a core range of unbranded packing materials and ensure your goods are always properly packaged to withstand the normal rigours of handling and delivery. If you have a more specific requirement, you’re welcome to provide your own materials or we can source them for you from our suppliers.

Yes. We can arrange return delivery when requested or your customers can post goods back to us. We’ll notify you when the goods have been received and carefully checked so that you can process a credit or exchange for your customer. 

Yes. Our Intelligent system will identify if the delivery address in your order is postal and engage the right delivery service.

Yes. We use DHL Express and International Post Standard to provide two service options. Our rates include preparation of the airwaybill and Commercial Invoice. Both services include tracking.

Yes. Everyone has to start somewhere!

Yes, by exception. We’re a full-service provider – our system is integrated with each of our courier partners for efficiency and accuracy and is locked-down to our account numbers. You’ll need to arrange the shipping documents and labels and we’ll apply them for you.

Yes. Our delivery services include online tracking and in-transit updates via email and SMS. We’ll email you a consolidated dispatch report each evening, and when integrated, our system will return the shipping information directly to our system.

Yes. You can either upload your invoice when entering the order through our gateway or you can email invoices to our customer service team to action for you.

We cover your goods against accidental damage and pilferage whilst in our facility. Outside of this, insurance will remain your responsibility. We recommend our clients arrange their own insurance to cover their goods whilst in storage or transit anywhere in Australia or the world.

Yes, however, overseas businesses seeking to engage the services of a fulfillment company in Australia must first register an ABN (Australian Business Number) and a TFN (Tax File Number). Further information can be found here.

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