Shiphero Fulfillment FAQ’s

Have a question about how ShipHero Fulfillment works? Browse the FAQs below for the answer.

ShipHero Fulfillment Capabilities

Where does ShipHero Fulfillment have warehouses?

ShipHero owns and operates 7 warehouses throughout North America. We have warehouses in California, Florida, Nevada, Pennsylvania, Texas, Utah, Toronto and Vancouver, Canada. For more information about our owned and operated locations, please click here.

Does ShipHero own and operate their own warehouses?

Yes, ShipHero owns and operates all of our warehouses. We do not outsource any of the work in our warehouses. We hire and staff our warehouses with ShipHero employees. For more information about our warehouse locations, please click here.

Does ShipHero outsource the running of its warehouses?

No, all of ShipHero’s warehouses are owned, operated and staffed by ShipHero employees. For more information about our warehouse locations, please click here.

Does ShipHero Fulfillment support Section 321?

Yes! ShipHero supports Section 321 and it’s even easier with our late 2021 acquisition of DeliveryNet. For more details regarding Section 321, please click here. To schedule a call with our Fulfillment team to get more details and a quote, please click here.

What is Section 321?

Section 321 refers to a provision made by the U.S. Customs and Border Protection that all U.S. citizens are allowed to import up to $800 worth of merchandise from Canada per day. What it means for eCommerce retailers is that you can get any duty fees on your products that are shipped to U.S. consumers back and/or reimbursed, if you ship those goods from Canada.

It may seem complicated, and it is a bit, but in reality, all the tough work is done by ShipHero Fulfillment. Check out this video regarding Section 321 and how ShipHero can save you money. Schedule a call with our Fulfillment team to find out more and get a quote today.

Does ShipHero support zone skipping? What is zone skipping?

Yes, ShipHero does support zone skipping. Zone skipping is a way to save money on shipping fees, but moving ready-to-ship packages closer to final customers in one bulk shipment, versus individual shipments. This helps to cut down on last mile delivery fees which can mean major savings for brands. For more information about zone skipping, click here.

What does ShipHero’s published flat rate cost include?
Our flat rate pricing includes picking the order (up to 3 picks per order); packing the order; the box; and the postage.
What other fees am I subject to as a ShipHero Fulfillment client?

Additional fees that may be incurred are the following:

  • Fuel Surcharge Fee: More details can be found here.
  • DIM Weight: ShipHero measures actual product weight, DIM Product Weight and DIM Package Weight for each shipment and then charges the highest of the three. Only one DIM charge per package will be assessed. To find out how to calculate DIM weight, please click here.
  • Hazardous Materials: A fee of $0.50 per shipped product will be assessed on items that are considered hazardous.
  • Serial Numbers: A fee of $0.25 per product will be assessed for each product that requires a serial number.
  • Lots & Expiration: A fee of $0.05 per shipped product will be assessed for each product that requires lots and/or expiration.
  • Signature Fee: A $2 fee per package is assessed if the package requires a signature.
  • Overweight Shipping Pick Charge: ShipHero reserves the right to charge an additional pick fee for overweight items (>20lbs.)
  • CBD Items Charges: For more details, please click here. Removals and disposals
Do ShipHero Fulfillment clients get access to the software so they can keep track of their packages/orders?

Yes, all ShipHero Fulfillment clients have access to ShipHero’s Warehouse Management Software so they have visibility into what’s happening with their products in real-time. They can also use PostHero to track packages once they are handed off to carriers. For more information about PostHero, please click here.

How much does ShipHero Fulfillment charge new clients for inventory receiving?
ShipHero doesn’t charge any fees for receiving client inventories.
How much does ShipHero Fulfillment charge for storage?

ShipHero charges storage on a daily basis. The cost is $0.65 per cubic square feet.

  • Step 1: We take the measurements of the products sent in. The Length, Width, and Height are multiplied by the quantity of SKUs to find total volume.
  • Step 2: That number is then converted into cubic feet by taking the total volume and dividing by 1,728.
  • Step 3: Once the cubic feet is calculated we simply multiply that by $0.65 and divide by 30 (days) to find your daily storage charge.
How much does ShipHero Fulfillment charge for onboarding?
ShipHero does not charge for onboarding.
How much does ShipHero charge for picks?
ShipHero’s flat rate pricing includes 3 picks per shipment. If additional picks are necessary they are charged at $0.25 per pick per shipment.
How much does ShipHero Fulfillment charge for setup?
ShipHero Fulfillment does not charge for setup.
Does ShipHero Fulfillment charge by shipping zones?
ShipHero is a no shipping zones organization. Our flat rate pricing is based on weight and service level.
Does ShipHero Fulfillment handle returns?

Yes, ShipHero has integrations with Loop Returns and Returnly to handle returns seamlessly for our clients. If you are a Shopify client, ShipHero can also utilize a direct plugin that manages returns from your Shopify store.

Does ShipHero partner with _____?

ShipHero has partnerships with some of the largest eCommerce players. Our complete list partners are available here.

What 3rd Party Apps or Programs does ShipHero integrate with?

ShipHero integrates with dozens of partners to include even more functionality within our Warehouse Management Software (WMS). A complete list of our integration partners can be found here.

Pricing/Billing

What is ShipHero’s preferred payment method?
Our main payment method is credit card. For larger U.S. accounts, it is possible to set up ACH with pre-approval from the Sales team.
Is it possible for me to view my invoices from ShipHero Fulfillment?

Yes. ShipHero offers an easy-to-use interface that provides access to your invoices. For more information on how to do this, please click here.

What are your: setup, software usage and onboarding fees?
Good news, ShipHero does not charge any setup, software usage or onboarding fees!
What is the cost to have my products received at a ShipHero warehouse?
There is no cost for you when ShipHero receives your products at our warehouse.
What does the flat rate include?
Our flat rate pricing includes picking the order (up to 3 picks per order); packing the order; the box; and the postage.
How do you charge for shipping to different zones?
ShipHero is a no-zone operation. That means that the cost to ship to anywhere in the lower 48 states is the same. The only exception is for items shipped to Zone 9 which includes Puerto Rico, Guam, Hawaii, Alaska, Greenland and Virgin Islands. We have special Zone 9 flat rate pricing.
How much does ShipHero Fulfillment charge for storage? How is storage calculated?

ShipHero storage pricing typically starts at $0.65 per cubic foot. Storage pricing is charged daily per SKU based on the total cubic volume in stock. For more on ShipHero storage pricing, click here.

Does ShipHero Fulfillment have a DIM surcharge rate? How is it calculated?
Yes, ShipHero includes dimensional surcharges on packages that exceed certain sizes.

An additional $4 surcharge is added for packages with any dimension over 22”. An additional $8 for a package with any dimension over $30”. An additional $19.50 is applied to packages that measure more than 48 inches on the longest side OR measure more than 30 inches on the second-longest side.

Does ShipHero Fulfillment have different pricing if I am mailing supplements?

No, the same ShipHero pricing applies to all products that fall within the size and weight parameters described here. Your pricing will also be determined by which of the three service levels your brand signs up for.

What is your picking rate?
A total of 3 picks per every order are included in our standard flat rate. If an order needs additional picks, those are charged at $0.25 each.
Do you have Dimensional Surcharges?

Dimensional surcharge pricing will apply for packages with the following dimensions:

  • Additional $4 for a package with any dimension over 22”
  • Additional $8 for a package with any dimension over $30”
  • Additional $19.50 for a package that measures more than 48 inches on its longest side OR measures more than 30 inches on its second-longest side.

For more details regarding DIM weight calculations, please click HERE.

What are the costs to ship an oversized package?
An oversize charge applies to packages that exceed 96” in length or 130” in length and girth. Rating will be based on the greater of the package’s actual rounded weight or dimensional weight, subject to a 90lb minimum billable weight. Any packages over 20lbs must be pre-approved.
Are there additional charges for shipping and storing hazardous materials?
Yes, an additional $0.50 is assessed per shipment (must provide MSDS and be pre-approved). Minimums may apply. SKUs that qualify as certain types of HazMat/Dangerous Goods are required to go DHL Ground – time in transit will be 7-15 days.
How do you measure package weight and how is it billed?
Package weights are rounded up when billed. For example: 1.54lbs is rounded up to 2lbs.
Is there a fuel surcharge for ground and/or air shipments?

Yes. Carriers have instituted fuel surcharges that are being passed on to ShipHero and our clients due to the current volatility of the fuel market. For details on fuel surcharges, please click HERE.

How much will it cost to store my product in a ShipHero Warehouse? How are storage fees calculated?

ShipHero charges for storage daily starting at a rate of $0.65 per cubic foot. Storage pricing is charged per SKU based on the total cubic volume in stock. Storage is charged daily. We do not charge your card on file until you have accrued a minimum of $20 for shipping and storage services (this is a combined total).

Here is how we calculate storage fees:

  • Step 1: We take the measurements of the products sent in. The Length, Width, and Height are multiplied by the quantity of SKUs to find total volume.
  • Step 2: That number is then converted into cubic feet by taking the total volume and dividing by 1,728.
  • Step 3: Once the cubic feet is calculated we simply multiply that by $0.65 and divide by 30 (days) to find your daily storage charge.

Support

I have an urgent issue that cannot wait. How can I get in touch with someone right away?

ShipHero clients have 24/7 access to the Fulfillment Support through our in-app ticketing system. For general questions on billing, returns or inventory management, please visit our Fulfillment Support Knowledge Base by clicking here.

What is the best way to contact Client Support?

The best way to contact our Client Support team is by navigating to the ticket system in the ShipHero app. Our support team is available 8 am-11 pm EST Monday-Friday and 10 am-3 pm EST on Saturday. Sunday support will start from 9/18 to cover peak season. For specific inquiries you can reach a fulfillment expert here.

Is there a specific email for Client Support?

The Client Support team, available 8 am-9 pm EST Monday-Friday and 8 am-2 pm EST on Saturday, can be reached directly at fulfillment@shiphero.com.

Can I call someone in Client Support?

The best way to contact Client Support is by filing a ticket on the ShipHero app. You can find out how to submit a ticket here. While there is no direct dial for out support staff, you can schedule a call with a fulfillment expert to get your questions answered.

I have questions about ShipHero’s open API. Who can I contact?

For more information on ShipHero’s open API, you can visit our API resource page here. You can also ask questions and engage with other developers at our API community forum by clicking here.

My developer has questions about ShipHero’s API. Who can they get in touch with?

For direct support regarding ShipHero’s open API, you can contact our development team at developer@shiphero.com. For community support and questions and answers from other developers, you can visit our API community forum here.