• Peak 2020 Overview, Deadlines, and Surcharges

    HOLIDAY 2020 PLANNING – PLEASE READ CAREFULLY UPDATE: 12/15/2020 – REMINDER PACKAGES SHIPPED STANDARD ARE NOT GUARANTEED TO ARRIVE BY CHRISTMAS. NOTE: These deadlines are subject to change as we navigate the first Peak Season since COVID. This holiday season is going to be like no other peak season before…

  • What if my shipment arrives damaged?

    ShipHero is not responsible for damages caused by carriers. We will pack your shipments following best practices but we cannot control shipments once they leave our warehouses. Additionally, we have a packshot on each order so you can see how the order was packed within our facilities. We strongly suggest…

  • Do you have holiday surcharges?

    Shipping: Yes. ShipHero’s holiday shipping surcharges will be a blended rate increase of USPS/UPS/Fedex’s published increases. Storage: No. there will be no holiday storage surcharges. Receiving: Yes. If you or your vendor do not follow our receiving guidelines we reserve the right not to receive your inventory. In addition –…

  • Can I have product sent directly from our manufacturer to ShipHero?

    You can have your manufacturer send product directly to use but here is some important information: You must still create a Shipping Plan with all SKUs, and amount of SKUs that are being sent in Barcodes are correct on the product and in ShipHero The receiving guidelines are followed (no mixed…

  • Can I transfer inventory from another fulfillment center?

    Yes – ShipHero does accept inventory transfers from other fulfillment centers. Please follow the below instructions: Schedule an onboarding call prior to the removal. Follow the below guidelines. Email Freight@shiphero.com to schedule an appointment for inbound delivery. How to pack and label your inbound transfer Individual units have barcodes attached…

  • How do I create a return?

    You must be pre-approved for returns before getting started. Please email fulfillment@shiphero.com for pricing. Watch our video on how to create your first return. Return Terms & Keywords Paid Return: Customer is sending back their return with a ShipHero generated shipping label. Self Return: Customer is sending back their return…

  • When will my orders ship?

    We ship orders Monday – Friday. We do not ship on observed national holidays. Orders that are ready to ship by Noon EST will be shipped the same business day. Orders placed after Noon EST will be shipped the following business day. If an order has a fraud or address…

  • What if a carrier loses my package?

    We try out best to have every package reach its’ final destination. We are not responsible for packages in a carrier’s possession that are not delivered. We do not cover the cost of your product if a carrier loses your package. If a package is marked as delivered but your…

  • How does Inventory work with Amazon?

    Unlike Shopify there are no locations in Amazon. As a default ShipHero does not push inventory numbers. We can turn on inventory control (meaning we can push our inventory number to Amazon) on per product basis but you must contact us to enable this feature.

  • Shipping Methods & Carriers

    Shipping Methods At this time – we offer Standard, Expedited and Overnight shipping.  You must map your shipping options in ShipHero. https://fulfillment-help.shiphero.com/article/how-do-i-setup-expedited-shipping. Standard shipping will reach most of the population in 3-5 business days. Orders that come in before noon M-F will be shipped that same day (holidays observed). COVID-19…