Phone: 310-327-7321 Fax: 310-327-​7336 Hours: Mon-Sat: 8:00am-6:30pm, Sun: Closed

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FAQ

Frequently Asked Questions:

How quickly can you react to special requests?

We can start working on special requests immediately and will quickly give a completion commitment once the scope of work is determined.  TRG is capable of staffing up very quickly to meet your turnaround needs.

Are we able to ship any day of the week for special requests or just Mon-Fri?

It is case-by-case. Our team can scale easily to work, 24/7 and on holidays, but this may require advanced notice. Additional rates apply for work performed outside of normal business hours. 

What are the hours we can reach someone on your team?

Our standard operating hours are 9 am to 5:30 pm M-F, but as a TRG customer, you will have access to help around the clock if needed.

What’s the best way to contact your team?

You can reach a team member by either email or phone. Someone is always available to help.

How will we know who to contact when we have questions or needs?

You will be assigned a Client Services Coordinator (or is it an Account Manager?) dedicated to making sure your needs are taken care of. Though we work as a team, this will be your go-to person.

If we use your shipping account and there is a carrier error, do you handle this?

Yes, we do. Your satisfaction is our first priority.

For your shipping rates, are there cost efficient options based on weight and location?

Yes, there is One Rate offered by Fed Ex for shipments under 10 lbs. UPS also has low cost options. In every case, we strive to find the most economical shipping options while still meeting your delivery requirements.          

What happens when there is loss of inventory? 

We begin by investigating and identifying the specifics of the loss, checking signatures, etc. A thorough count of your inventory may be recommended. Our inventory shrinkage allowance is only 2% and we take this very seriously.

Do you have insurance that covers product stored in your warehouse?

We have general liability & warehouseman liability coverage for your inventory. However, for any damage or loss outside of our negligence you will be responsible for covering those costs. Our clients make sure to add our facility to their insurance coverage to insure their goods are fully covered.

If we were to ship confidential new items, do you have a process to handle these?

We are experienced in handling these types of products. We will sign a Non-Disclosure Agreement and strictly follow your guidelines. We will do everything in our power to protect and secure your confidentiality at all times. Our entire staff operates at the highest integrity in these matters.

What is your process for returned items?

TRG Fulfillment will process the return based on instructions provided by you. In the unlikely chance the wrong item shipped, we would return the item to inventory and create a new order to ship the correct item. We make sure the turnaround for this is the same day and if it were our error we would refund you for the incorrect order and remove shipping fees on the new shipment.

What is your current error rate for subscription box?

TRG Fulfillment exceeds a 99.8% accuracy rate. Our error rate is less than half a percent.

Are there any set up charges to integrate things like EDI/SAP etc., or is it just the Shopify API?

There is a one-time set up charge for EDI and/or your ERP (SAP).

When do you do physical inventories? Cycle counts or full counts?

We often recommend a physical count on receipt of your inventory followed by cycle counts once a month. The best method and pricing will be discussed at our initial meeting.

Can you recommend the best time to ship when shipping once a month? (for example, beginning or end of month) 

Whatever time of the month best suits you, we will make it happen!

If we need to do a return, what is your process for this?

TRG Fulfillment will process the return based on instructions provided by you. If the wrong item did ship (which is highly unlikely), we would return the item to inventory and create a new order to ship the correct item. We make sure the turnaround for this is the same day and if it were our error we would refund you for the incorrect order and remove shipping fees to ship out the correct one.

What is your current error rate for subscription box?

TRG Fulfillment has a 99.8% accuracy or more. Our error rate is less than half a percent.

How quickly can you react to special requests? Do you have an example of one?

We can start working on special requests immediately but it depends on the complexity of the project.  TRG is, however, capable of staffing up very quickly to meet your turnaround needs.

Are we able to ship any day of the week for special requests or just Mon-Fri?

Yes, it is case-by-case. We can bring in staff to work over the weekend, after hours and holidays but require advanced notice. Additional rates apply for work performed outside of normal business hours. 

If we use your shipping account and there is a carrier error, do you handle this?

Yes, we do

For your shipping rates, are there any other cheaper options for the other weights/locations?

Yes, there is One Rate offered by Fed Ex for shipments under 10 lbs, and UPS as well.          

What happens when there is loss?

It depends on the type of loss. We would first recommend you have us count your inventory as received to ensure we are able to confirm the accuracy of your inventory.  We do have a 2% inventory shrinkage allowance.

Do you have insurance on your end that covers product stored in your warehouse?

We have general liability & warehouseman liability coverage on your inventory. However, for any damage or loss outside of our negligence you will be responsible for covering those costs. Our clients make sure to add our facility to their insurance coverage to insure their goods are covered.

If we were to ship confidential new items, do you have a process to handle these?

We have clients with confidential information and we handle things exactly the way they instruct us to.  We will be sure to strictly follow any guidelines you provide.

What are the hours we can reach someone on your team?

Our standard operating hours are 9 am to 5:30 pm M-F, but you can always get a hold of our VP of Fulfillment, David Pelayo at david@trgfulfillment.com.

Is there a dedicated person we would be working with on any issues and requests?

Yes, we will assign a dedicated account manager to you.

Will we be able to contact your team via email and phone?

Yes, by both.

Are there any set up charges to integrate things like EDI/SAP etc. or is it just the Shopify API?

There would be a separate set up charge for EDI, as well as to set up with your ERP (SAP).

When do you do physical inventories? Cycle counts or full counts? 

We recommend physical counts to occur as we receive your inventory.  We charge $35/hour to count inventory.  We would then recommend cycle counts once a month.

Do you have any periods that you recommend for us to ship if we do it once a month? (IE, beginning or end of month) 

Whatever time of the month best suits you, we will make it happen!

Have a Question?

Connect with a logistics specialist today!

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Patti Regan

310-327-7321
patti@trgfulfillment.com

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Phone: 310-327-7321
Fax: 310-327-7336