Below are answers to the most common questions we get.
Something on your mind? Please do not hesitate to call us at anytime. Our Client Services team will be happy to walk you through the fulfillment process and answer any questions you may have, no matter how crazy. Just ask!
FAQ Order Processing
How do I transmit my orders to you?
You will have a variety of ways to submit your orders to us:using our Client Portal, by inputting orders directly in our system using any web browser or by uploading a text file,by integrating your shopping cart directly into our fulfillment system - our platform can interface readily with all major shopping cart and we can quickly develop a bridge if your cart is not already supported,by e-mailing or Faxing orders to us.We can create a custom solution for you, based on your specific needs. View the Order Processing page for more information.
Is your system compatible with my existing website, ERP system or sales channel?
Our Processing platform is able to interface directly with numerous shopping carts. You can find a list of compatible applications on our Order Processing page.
I'd like my buyers to know the status of their orders. Can you do that?
Your customers will receive order status updates via e-mail according to your specifications. They will be provided with a link allowing them to track their package at any time.
What are my packaging options?
Frozen and Refrigerated Products: our standard packaging includes 1.5" Styrofoam coolers in brown cartons and the necessary quantity of dry ice or ice packs to maintain temperature until the package is delivered. Dry Products: our standard packaging includes 200 lb test cartons filled with bubble wrap, peanuts or Kraft paper, as needed. Of course, you can ship your special or gift packaging to us along with your merchandise and we can develop a specific solution to meet your needs. We also offer high-tech, premium packaging for your cold or frozen products that will considerably enhance your brand image.
How much do we pay for shipping?
What ship methods are available to us?
You are charged the carrier rate on all outbound packages. We do not add a surcharge to your shipping fees. You have a choice of using UPS, FedEx, DHL or USPS for your shipment and - if you wish - we will make a recommendation based on your product characteristics and order volume.
How do I compute my shipping costs so
I can charge my clients appropriately?
On our Shipping page, we've provided multiple resources to help you accurately determine your shipping fees. We do not surcharge carrier fees and you even benefit from a volume discount granted to us by UPS and FedEx.
How can I be sure my product is sent on time?
We guarantee that your packages will be send at the earliest possible date. You will be able to see your shipping activity through our Client Portal and you will receive daily end-of-day reports by e-mail. Dry Products: orders received by 12:00 PM CST will ship the same day. Frozen and refrigerated products: orders received by 12:00 PM CST will ship the same day if the package can be delivered before the weekend. For example, an order placed on a Wednesday that requires 3 days to reach its recipient will ship the NEXT MONDAY. We will never ship frozen and refrigerated products over a weekend.
FAQ General Questions
Do you have a 100% satisfaction guarantee?
Who takes responsibility if something goes wrong?
In the very unlikely event that we make an error, such as shipping the wrong SKU, we will retrieve your merchandise at our expense, ship replacement merchandise at our expense, and compensate you for lost or missing merchandise. UPS shipments have an automatic $100 damage or loss insurance coverage built into their standard rates, and you can request additional transit insurance in your ship instructions to us. Like UPS, FedEx, DHL and USPS, we are not liable for loss of business or for incidental or consequential damages.
Will I have a dedicated customer support person helping me?
Will I be able to contact that person directly?
You will always have a dedicated account manager to answer all your questions, offer advice and work to solve any issues you may have.
How much business should I be doing every month?
eGourmet Solutions works with clients of all sizes - no order volume is too small. While we like working with large volume clients, we do have a soft spot for young companies.
If you are a start-up we would love to help you plan and implement your fulfillment operations. In fact, we have a program just for you! Check out our Ready Set Launch page.