Frequenty Asked Questions (FAQ)
Q. How much
are shipping charges?
A. Except
in cases of high order volumes, we pass shipping charges through at the
published carrier rates. You can check the rate charts at these links
www.USPS.com,
www.UPS.com, and
www.FedEx.com
Q. Do you
charge for packaging materials?
A. We
include an allowance for packaging materials in our order rate. We do charge
extra for packaging requirements that exceed our allowance.
Q. Is your
warehouse climate controlled?
A. Our
warehouse kept above 60F and is Department of Health certified for the storage of foodstuffs
and nutraceuticals.
Q. Do you
require dock appointments?
A. We ask
that TL and CL deliveries are by appointment.
Q. Can you
handle infomercials?
A. Yes. Our
flexible staffing methods allow us to adjust production capacities very
quickly. We ask for two week’s notice for infomercial support. This allows us to
acquire packaging materials, schedule staff etc.
Q. I ship
to retail outlets as well as consumers. Can you handle that?
A. We do
multi-channel fulfillment for our customers and can support Electronic Data
Interchange (EDI). Please call us to discuss any
requirements you consider special.
Q. Can you
automate the interface between my shopping cart and your system?
A. Yes, our
IT staff provides this interface to those customers that either do not have
staff or elect to outsource. Your shopping cart must be able to output XML, CSV,
TXT, DBF, or tab delimited file. Most shopping carts are capable of this.
Q. Can you
interface with my accounting system?
A. We can
provide output files some of the most common accounting programs in use today.
Q. Is there
material you won’t handle?
A. Yes, we
will not handle things considered hazardous, indecent, or illegal. We will
also not handle living things or weapons.
Q. What is
your shipping cycle?
A. Our goal is to all orders within one business day. Rush orders received before
noon will be shipped same day. If an order is received after noon, but must
ship the same day, priority accommodations can be made.
Q. Do you
develop and/or maintain web stores and sites?
A. Working
through our affiliates we can direct and support a full range of functions
including: web site development, storefront or shopping cart development,
merchant accounts etc.
Q. Some of
my product needs to be kitted, assembled, or shrink wrapped. Can you handle
this?
A. Yes. We
can perform a wide array of assembly, kitting, packaging and embroidery services.
Q. What are
your policies regarding client information?
A. Client
information is NEVER divulged. We will happily sign any non-disclosure
agreements or similar instruments to guarantee this.
Q. Can you
supply references?
A. Yes! The
clients listed as featured clients have all agreed to answer prospective
customer’s questions. Testimonials from actual clients are noted in various
places on the website.
Q. What are
your prices?
A. Due to
the wide variety of products and their unique fulfillment requirements it is
impractical for
us to quote a price without knowing something of your business. Please contact
us so that we can discuss this. Even if you do not choose our business we
promise that you will learn something valuable form talking to our very
knowledgeable staff.
Q. You are
located in the Northeast, how does that effect you delivery times to the rest of
the country?
A. We reach most of the
country’s population within three days via UPS ground, Priority mail is one to
three days
and first class is three to five.
Q. We ship
marketing aids and pop displays. Can you support this.
A. We can
provide fulfillment for marketing aids as well as a private web-based order form so that your
field personnel can order sales materials or have them drop shipped to clients. We also have a full featured print
shop in our facility for fast and cost effective service.
Q. Do you
charge minimums?
A. We do
not charge minimums, however there is a monthly fee required to maintain
an account. Maintaining your account at Sprocket Express requires an
administrative fee of
$54.00 per month. Storage fees are $12.00 per equivalent pallet (53.3 cubic
feet) per month. All other
order fulfillment fees are transaction based.
Call us, toll free at: 888-992-9924
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