Browse our frequently asked questions to find the answer you’re looking for. If you have a question that we haven’t answered here, feel free to contact us.
Where are your warehouses located?
National Fulfillment Services offers U.S. warehouses in Aston, Pennsylvania and Reno, Nevada. In Canada, we have facilities in Ontario, Quebec and Alberta. Our customers can utilize a single-site, bicoastal or multi-site fulfillment solution.
What are your hours?
The contact center is open 24/7, with the exception of a few national holidays. Our warehouse is open from 8:30 am to 6:00 pm Monday – Friday and Saturday/Sunday from 7:30 am - 4:00 pm. We operate on an extended schedule Black Friday through Christmas. Our Receiving department is open Monday – Friday 8:30 am to 3:30 pm, by appointment only. Standard office hours for other departments are Monday – Friday from 9:00 am – 5:00.
Do you offer a trial period/can I place several test orders?
Occasionally, we offer a trial period so a potential company can experience our service. This is handled on a case-by-case basis and is largely determined by the project’s scope.
Do you have a usage minimum?
Primarily, we manage mid-sized to large accounts. However, we can also support growing businesses with average monthly order volumes of 2,500 or more.
Order Entry & Processing
Does your system display item pricing and current inventory levels?
Our system displays item pricing, inventory availability, product information and tracking numbers.
Can your system handle all payment methods?
Our system supports credit cards, PayPal, checks, Bill-me, installment and “no charge” payment methods.
Do you allow for multiple “ship-to” addresses for a single bill-to-order?
We can assign multiple “ship-to” locations to a single “bill-to” address.
Can you process customer change of address requests?
We can change ship-to and bill-to addresses.
Do you offer online access to customer order data?
The NFS portal provides access to customer order data.
Can I enter consumer and/or B2B orders into your system?
Our online portal allows for consumer and B2B order entry.
Can orders be modified or cancelled before they ship?
We can cancel a backorder or reserve order at any time. Prior to the picking process, we can hold, modify or cancel orders.
Can customers enter special comments?
Customers can enter gift messages, promotional codes and special comments according to your specifications.
Can gifts/discounts be added to an order?
NFS can automatically release additional product(s) based on a source code or total dollar requirement. At the customer’s request, we can insert a free gift or promotional item into each order.
Do you conduct any fraud review?
Order holds can take place from credit index files, internal fraud tables, and value (amounts) on checks. We have the ability to use both check clearing and bad debt clearing systems.
Can you process foreign orders?
Yes, National Fulfillment Services can process and ship foreign orders.
Do you include packing slips with an order?
Every order can include a duplex (double-sided) printed, customizable packing slip. Our packing slips can be order attribute driven with personalized images, logos and messaging.
Can auto-ship/continuity orders be delayed or placed on hold until a specified date?
We can place an auto-ship or continuity order on hold until a specified date. This is useful for customers leaving on vacation, or who have accumulated too much product.
Do you offer live chat?
Yes, we offer live chat services. Hours of availability are specific by client and are based on both volume and coverage needs.
What are your customer service hours?
For shared support services, operations are open 24/7 with the exception of certain holidays. For dedicated support, we will work with you to determine windows of operation. Ordering support will still be 24/7.
Where is your contact center located?
Our contact center in operated in-house from our main campus in Aston, Pennsylvania.
What languages do your agents speak?
English and Spanish speaking agents are available.
Who trains the agents?
NFS performs daily training reviews to ensure optimal service is provided. Training occurs on a one-to-one and classroom basis. Additionally, supervisors continually monitor employees to perform quality control checks on accuracy and message delivery. We welcome our clients participation in training sessions and strongly recommend this during the implementation process.
What is the difference between a dedicated and shared agent?
We offer dedicated, shared and blended agent groups. A dedicated agent handles customer service for a specific brand. A shared agent works for several clients. To determine which option is best, we analyze your inbound flow and volume.
What does your social media response include?
We can respond to social media inquiries on Facebook and Twitter. We respond to order and shipment related questions or comments.
How often do you perform a physical inventory?
We conduct physical inventories on an annual basis. Additional physicals are available by request.
Are inventory levels updated as orders come in?
We update inventory levels in real-time.
What occurs when a product is on backorder?
After receiving new inventory, we release backorders in order of receipt. Customers receive an email notification informing them of their order status.
Can you pick inventory using the first-in first-out method?
We can use FIFO (first-in first-out) and FEFO (first-expire first-out) picking methods for products with a listed expiration date.
Can you invoice customers on my behalf?
We can invoice customers on your behalf either prior to, or following shipment. The NFS system can also manage open receivables.
Do you collect on bad debt accounts?
We can transmit bad debt accounts to a collection agency. We can process payments received against any previous flagged bad debt accounts.
Do you provide online access to credit hold orders and display account history?
We provide online access to credit index files and display account history.
Warehousing & Shipping
Do you ship internationally/domestically/globally?
We ship globally.
What methods do you offer for international shipments?
NFS ships through a variety of carriers to accomplish the objective of efficient delivery, good cost profiles and trackability. These include:
- Canada Post
Can you fulfill orders for international companies?
We fulfill orders for both U.S. and internationally based companies.
Can you receive ocean freight containers?
Our receiving department can unload ocean freight containers.
Do you store/ship HAZMAT materials or products?
We can store and ship some HAZMAT products like nail polish, aerosols and other non-toxic materials. Our company will access each product on a case-by-case basis to determine specific risks.
Do you offer shipping supplies?
With NFS, you have the option of using our shipping supplies or sending us packaging supplies. If we use your supplies we will inform you when your inventory is low.
Can I use my postage account?
You can use your carrier shipping accounts or use ours. USPS shipments are managed through NFS. We help create solutions that provide you with the best cost/shipping effectiveness to customers.
Do you inspect products before receiving?
Our Receiving department inspects inbound products. We can perform quality control and inspection based on the products likelihood of having defects.
When shipping overseas, do you complete customs paperwork?
We complete a CN-22 or similar document when shipping overseas.
Do you offer conditioned and/or refrigerated storage?
We offer conditioned storage ranging from 55 to 72 degrees.
Do you offer secured storage for high-value inventory?
We offer secured storage for high-value inventory.
Do you give condition reporting for returns?
Yes, condition reporting is standard for returns.
Can I view reports by date?
Yes, many reports are selectable by date range.
What automated reports are available daily?
We tailor the daily report to our client’s needs. The standard daily reports contains:
- Inventory : balance on hand, adjustments, retail cost, backorder dates, last sold date
- Receiving : units, date, PO number, vendor
- Open purchase orders
- Orders by day
Are reports accessible at any time?
You can access our reports at any time through the client portal
Can you handle my eBay/Amazon/etc. orders?
Connecting our order management and distribution center to e-commerce carts, ERP systems and services like Amazon and eBay is a hallmark of the technologies offered by NFS. With an in-house IT department NFS can create a multichannel logistical processing environment with a centralized view of inventory.
Can you fill orders for my kickstarter/indiegogo/etc. campaign?
We typically support ongoing fulfillment, but occasionally handle one-offs for larger run sizes.
What order induction methods do you use?
We can induct orders through API, EDI, .csv and secured FTP uploads.
Do you integrate with _?
With our integration expertise, we offer real-time connectivity to a wide variety of commodity-based or proprietary shopping carts. We have prebuilt integrations and our in-house tech team can develop additional connections for your cart system.
Will you email my customer when their order ships?
After picking, packing and scanning an order, our system can automatically confirm the shipment back to your eCommerce cart system. The order confirmation contains carrier tracking IDs and can trigger shipping confirmation emails to the consumer. NFS can also email shipment confirmations directly to consumers.
Do you handle one-off projects/giveaways/promotions fulfillment or kitting and assembly jobs?
We offer specialized kitting and assembly services for marketing/consumer sampling companies.
Do you offer consignment/customs brokerage?
We do not offer customs brokerage services. We can suggest companies that offer this service who would deliver the freight to us, but our customers are responsible for transporting their goods to our facility.
Can you insert something into every shipped order?
We can insert samples, informational documents and free products into each order.
Do you print books or offer print on demand services?
We do not print books, nor do we print on demand.
Do you offer cross-docking?
We can in some cases. More details on your specific program are necessary.
Can you bottle and/or manufacture my products?
Generally, we handle finished goods. In some cases we have repackaged products.
Do you offer gift wrapping/bow tying/card writing?
We offer custom printed gift messages, colorful tissue paper, festive bows and hand wrapped packages.