Frequently 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 $65.00 per month. Storage fees are $13.00 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