Sprocket Fulfillment FAQ's

Q. How does third party fulfillment work?

A. Your inventory is shipped to us and stored on shelves or pallets. When you take an order through a shopping cart or an online marketplace, the details of the order are collected and electronically transmitted to Sprocket Express. We will promptly pick and pack the order, ship it to your customer, and report inventory and tracking confirmation back to you.

Q. How is B2B different?

A. Shipments for B2B transactions are larger quantities (cases or master cases) and the transactions are usually less frequent. Sprocket Express handles both B2C and B2B shipments.

Q. How long does it take to start shipping?

A. Every business is different. Some of our clients can be integrated into our fulfillment system within 15 minutes. Once their inventory has been received at our warehouse, we can begin shipping within 48 hours. Other clients may need complex integrations or custom-built shopping carts, which takes a bit longer. We can give you a better idea of your timeframe once we have a conversation. The bottom line is, we will work with you to meet your targets.

Q. Where do you ship?

A. We will ship anywhere in the world. For international shipments, we will complete the required customs documentation. We can offer advice on best shipping practices to make the process easier.

Q. Can I receive freight shipments at your warehouse?

A. Yes, we have loading docks and can accept shipments from freight carriers as well as ocean containers. For details, view our supplier receiving guidelines.

Q. Which carriers do you support?

A. We support daily service with UPS, USPS, DHL, FedEx. We can also coordinate LTL and Truckload shipments.

Q. Where are you located?

A. Our Sprocket Express warehouse is located at 23 West Bacon St., Plainville, MA 02762.

Q. How much does it cost to fill an order?

A. The overall cost per order will depend on the individual business requirements. We offer highly competitive rates and many businesses ship within a range of $1.60-$3 per order depending on complexity and size.

Q. How do I get orders to Sprocket for fulfillment?

A. Any way you need to! We integrate directly with many shopping carts and marketplaces, but we also offer an API. We can also accept csv files or even manual orders through the Sprocket Portal.

Q. What is the turnaround time for shipping orders?

A. We will ship your orders within one business day, faster with special arrangements.

Q. How are returns handled?

A. We can provide call tags or “pay-on-use” return labels for your customers upon request. When we receive a return, we inspect for damage and restock intact merchandise. All of the details are can be viewed on our portal.

Q. Can you do assembly?

A. Yes. We can handle most assembly and kit requests. Contact us with your specifications and we’ll make a plan.

Q. Can you handle Lot control or subscriptions?

A. Absolutely! We can manage lot control, keep track of manufacturing batches, pull samples, and perform inspections at your request. We also offer fulfillment for subscription box services.

Q. Which marketplaces are supported?

A. We support most major marketplaces, including Amazon, Ebay, Groupon, and Walmart. We integrate with a long list of popular shopping carts, such as Magento, Shopify and BigCommerce. For more information, view the list.

Q. How do I switch eCommerce fulfillment services without losing business?

A. There are many factors to consider when you move fulfillment operations. Make sure you know your complete logistics profile and talk about integrations and moving inventory. Our CEO, Dan Cence, created a list of transition points to help you talk with a new company.

Q. Can I place rush orders?

A. Our standard processing time is very quick and efficient. But if you need something even quicker, we do offer special handling options. Your dedicated account representative is on hand to help. When we receive a special request, we make every effort to make it happen.

Q. Can orders be cancelled while in process?

A. Sometimes. Once an order is processed for shipping, it can be difficult to retrieve a package. However, an order can usually be canceled if it is still being packed. On our portal, you will be able to view the status of your orders.

Q. Do you have conditioned storage?

A. Yes, we have a climate controlled storage location that is kept between 40 and 65 degrees. Our main warehouse space is kept at room temperature throughout the year.

Q. Do you have food certifications?

A. Yes we are registered with the FDA as a dry goods food storage location and are also licensed by the state of Massachusetts.