Frequently Asked Questions

Having troubles, or curious about features of our software? Don’t worry, we’re here to help with all of your ShipRelay logistic needs. If you can’t find a solution on this page to a problem you are having, please contact us and we will take care of anything you are interested in knowing.

On-boarding made simple…


FREE Software Access

No Setup fee’s

  • No Minimums
  • Pay-as-you-go – No obligations


1) Create a free online account and seamlessly link up your sales channels with our API

2)Create a Purchase Order to send to our warehouse to accept for receiving

3)Create and print inbound shipping label and send in your goods to our warehouse.

4)All orders are pulled automatically every hour from your sales channels.

5)Then we pick, pack, personalize and ship directly to your customers and update all sales channels and inventory level.

General Policies:

Orders in before 1pm local time of the warehouse selected – Guaranteed to ship same day.

Discounted fulfillment rates – Passed directly onto our customers across all carriers.

Storage pricing – Our pricing recalculates as items arrive or leave our warehouse so you only pay for what you’re using.

Protected & Secure – Alarm, Cameras, & Controlled Entry Systems.

99% – Order accuracy rate

Warehouse Procedures:

How do I get product to the warehouse(s)?

  • Sign up for a FREE account and create an inbound PurchaseOrder for our warehouses to Accept and Receive
  • Utilize our discounted fulfillment rates for you to purchase “inbound” labels to use to ship in your product for us to receive.
  • OR have your suppliers/manufacturers send us your product directly saving you the cost to reship and step to receive.
  • We will even do quality inspections from your suppliers to ensure your products meet your standards and are ready to be shipped to save you the time and headache.


How do you handle issues with Lost/Damaged Products?

  1. Damaged products we receive directly from your suppliers will be inspected and its status will be communicated to the seller about how they would like to deal with the product and discovered upon receiving by our warehouse via out “Tickler” communication system.
  2. Damaged or Lost products due to an internal issue in our warehouses are covered by us in our T&C’s
    1. *The raw cost of the product will be reimbursed directly to your account.
  • How do you handle product(s) getting shipped or packaged incorrectly due to an internal warehouse issue?
    1. Similar to the warehouse lose damaged/loss note above, we confirm with you via our message “Tickler” or via Skype, pictures, or uploads to determine how you require everything packaged and what we can achieve and guarantee to meet your standards upon initial on-boarding.  If those requirements are not being achieved we are responsible and will assist in rectifying the issue or crediting your account for the loss.

How do you Calculate Storage Costs?

  1. $1 (small bin) or $2 (large bin) or $3 (shelf) per month per SKU + Item’s size (LxWxH) / divided by 1728 (inches in cu ft.) = cu. ft. of space x $1.00 (this is calculated and aggregated daily so you only pay for what you use at any given time) = Total Storage Per Month
    1. *As inventory sells, you will see those storage reductions daily.

Free Receiving Guidelines

The following guidelines tells you how to properly ship your products to ShipRelay to avoid delays, extra charges and discrepancies.

• Each box, pallet, or container you ship to us must have an “ASN” receiving element created for it prior to shipping your products to our warehouse.

• You can create new ASN (receiving) in your account by going into “Inventory > Create New Receiving”.

• Each shipment must be clearly labeled with your company name as follows: • (ShipRelay/ YOUR COMPANY NAME) and contain the Receiving (ASN) Number on the outside of the box next to the inbound shipping Label. If your supplier doesn’t add the ASN on the boxes or pallets, please make sure the TRACKING NUMBER or BOL number is included in place of the ASN in the Shiprelay system.

• Each SKU must be in its own box/bag. There can be no mixed SKU cartons/bags. For example, if you have a t-shirt with 5 different sizes, each size has to be in its own-labeled box/bag for easy identification.

• Each box/bag has to be clearly marked with the SKU and quantity (QTY) on the outside of the box/bag.

• If supplier can’t Sku items, labeling services are available on a per item basis. • Standard Pallet Dimensions – 40 x 48 x 55 (height). If the product comes on a pallet that doesn’t fit the standard criteria, our receiving team will have to restructure (special project pricing applies per hour) your pallet to fit the standard criteria. Fees apply.


Permitted Packaging Materials for receiving:

• Boxes • Dunnage • Labels • Bubble wrap • 1.5mil+ Plastic wrapping • PolyBags/Plastic-bags • Pallets • AirBags • Molds

  1. No Peanuts! Please do not use peanuts when packaging items for receiving. They make a huge mess and make receiving inefficient. Flat $15 cleaning fee will be applied. IMPORTANT: Failure to comply with ShipRelay product preparation requirements, safety requirements, and product restrictions may result in additional receiving fees or the refusal of inventory at the ShipRelay fulfillment center, disposal or return of inventory, blocking of future shipments to the fulfillment center, or charging for any unplanned services.


LTL Receiving Guidelines:

  • Products are grouped and or bundled by SKU per box or pallet.
    • If ungrouped and or not bundled by SKU, we charge $45 per hour to receive.
  • Correct/accurate PO enclosed with items.
  • Product dimensions accurately inputed into ShipRelay on the PO.
  • Barcodes in place.
  • Inbound tracking provided to us.
  • Products delivered during normal receiving hours of 10am-1pm (no fee but delays receiving)


Container Receiving Guidelines:

  • Products are grouped and or bundled by single SKU per pallet.
    • If grouped and or bundled by SKU but not on a pallet we charge $300 to receive a 20 ft container or $500 to receive a 40 ft container.
    • If ungrouped and or not bundled by SKU (on a pallet or not), we charge $45 per hour to receive.
  • Correct/accurate PO enclosed with items.
  • Product dimensions accurately inputed into ShipRelay on the PO.
  • Barcodes in place.
  • Inbound tracking provided to us.
  • Products delivered during normal receiving hours of 10am-1pm (no fee but delays receiving)

We meet all Amazon (FBA Prep) requirements including barcoding, kitting, bundling, personalization and quality inspections to name a few.

Please also see our Seller Fulfilled Prime (SFP) program.  This allows us to act as FBA allowing you to maintain the “PRIME” eligibility button on all of your products but we are the one’s actually doing all of the shipping and meeting Amazon’s requirements. This allows you to regain control of your product and overcome limitations by Amazon. This saves you “Big Bucks” since you don’t have to spend money on extra shipping and receiving step/costs that would be applied by Fulfillment by Amazon just to simply ship onto the customer when we have already done all of the work.

And you even get to use Amazon’s shipping rates to maintain the shipping savings and 2-day requirements provided by Amazon.

Please see our “How do I setup Seller Fulfilled Prime” FAQ question for more info on how to enroll in this program.


1. Register for Amazon’s Seller Fulfilled Prime program

Simply sign up here to start your seller fulfilled prime (SFP) trial.

2. Assign SKUs to your Prime Shipping Template & send them to us

Select all, or cherry-pick key prime SKUs and enroll them into SFP. Then, simply send the inventory to our 2 bi-coastal warehouse locations

3. Map your Amazon Prime SKUs to your ShipRelay Inventory

Sell more on-demand! We will map the pieces, items & promotional packaging that make up your Amazon Prime Listings & automatically keep availability synced with all channels!

4. Relax as ShipRelay processes your prime orders to meet all requirements

Each hour, your eligible prime orders will be processed by ShipRelay, keeping you in control of all costs, communication and post-order management.

How do I enroll?

First, you sign up for Amazon’s Seller Fulfilled Prime Program. Then, Amazon will set up a “trial” period. From there, you will assign SKU’s (that you have sent to us) to 1 of 3 prime shipping templates to conduct your trial. Once your trial has ended, your seller account will be approved, which means you may display a prime badge on all the prime items we ship for you!


What are the SFP “Trial period” requirements?

According to Amazon:
During the trial period, you must meet the following performance requirements on a minimum of 50 Prime trial orders:

  • An On-Time Shipment Rate of at least 99% for Prime trial orders. Regardless of the shipping speed selected by the customer, Prime trial orders must be shipped on the same day the order is received, as long as the customer places the order before the seller’s cutoff time.
  • Use of Buy Shipping Services for at least 95% of Prime trial orders.
  • A Cancellation Rate of no more than 1% of Prime trial orders.



How Long will it take to be approved?

It depends. Amazon says that after 5 days, it will wait for you to have more than 50 prime orders fulfilled, and then approve you 24 hours after that. If you do not fulfill enough orders within that time, then the trail just starts over. We would recommend sending us a sellable sample of your skus to expedite this process.


Do I lose my Prime button on my current FBA SKUs when I sign up?

No! All your FBA inventory will still have the prime button. Basically, you assign your listing/SKUs (again, the ones you send to us), whether it be 3, 30, or 300+, to your prime shipping template (that was created when you enrolled). During the trial, only [those] sku’s will not have the prime button until you are approved by Amazon.


When approved, will I have the Prime button on other SKUs?

YES! Once approved, any SKU that you assign to one of your Prime shipping templates will include the Prime button.


What does ShipRelay do to ensure I stay approved?

Upon sending us your items (ie: creating a Purchase Order), We will automatically sync your inventory so that you never oversell, as well as fulfill all incoming prime orders same day (for orders that come in by 11am PST) with Amazon’s Buy Shipping service from your seller account, ensuring on-time and accurate shipment requirements are always met.

Does Amazon handle my Seller Fulfilled Prime customer service?

Yes! All SFP Prime Orders are handled the exact same way as FBA Prime Orders, including customer service and returns. You may, however, cancel/hold orders in ShipRelay if you really need to.


How are my Prime orders billed?

Though all non-prime (and other sales channel) fulfillment costs are billed through your ShipRelay balance, your Prime labels (ie: USPS. FedEx) are billed directly to your Amazon seller account, as is required.

Sign up for Seller Fulfilled Prime

We are now part of the Shopify App Store!

Please see all of our helpful Shopify Quick Start Video Guides and download our app from the Shopify App Marketplace below:

Install our App dirctly from the Shopify App Store here »


Category: Getting Started
  1. Adding our Carrier Calculated Rates into your Shopify Carts check out.
  2. What that means is you can have your fulfillment rates (that we charge you for each shipment) display in your Shopify checkout to your customers.
  3. You can mark this number up or down and it gives you the ability to recoup all or a portion of your fulfillment fees from your customers if you charge for shipping. If you don’t charge for standard shipping but you charge for expedited shipping, we can still display the exact expedited rates you will be paying us to your customers as an expedited option for them.
  4. People REALLY love this feature as it can potentially make our service completely free to you (again though, if you charge for shipping)
  • Yes we work with any custom packaging materials you provide us from boxing to inserts to tissue paper to tape etc.
  • No charges for boxing if you provide your own box for us to pick at time of shipping.
  • If you provide your own box, you will not be charged any box fee for the box. You would only then experience our pick fee to pick your box at shipping and then also storage on your supplied boxes.
  • The box picking fee starts at $.50 and is treated like picking any other SKU for any particular order. The box pick fee and normal SKU pick fee reduces in cost as your volume increases and shifts you into the 1st, 2nd, and 3rd tier respectively and will go from $0.50, $0.45, $0.40, $0.35, $0.30.
  • Receiving boxes is free of charge if inbound guidelines are met. There are no other box charges like assembly fees, tape fees, etc..
  • Box storage: We would need the dimensions of the flat boxes (stored flat) to calculate this for you.
    • You can provide us with the “built dimensions” (actual size) of one box and we can give you a very close estimate based on the total number of boxes you want to send. This can be determined by providing us the LxWxH of one of your boxes.
    • Storage is two parts:
      • 1) shelf space is $3 per box per month

2) the total daily aggregate of cubic space the stored boxes use per month. We cannot calculate this for you without knowing the “stored dimensions” of your boxes.


  • Crinkle Paper:
    • We do not currently stock crinkle paper however we can have brown kraft crinkle paper ready for you at on-boarding.
    • The price and pick fee for this is depended on your volume tier and reduces as you shift into the 1st, 2nd, and 3rd tier respectively and will go from $0.50, $0.50, $0.45, $0.40, $0.35.

If you would like colored crinkle paper, the price would be a bit more per shipment as it’s more expensive than brown but we’re more than willing to stock any supply you need or accept from your own supplier any supplies that you want to use. We don’t force you to buy supplies from us.

  • Yes we will work with any promotional material or applicator you want us to use.
  • Ink Stamps/Promotional Items/Stickers: Just like any item you want to sell, any of these items you send us is treated as a SKU in our warehouse.
    • The stamp application fee is also treated like a normal SKU pick and it reduces in cost as your volume increases and shifts you into the 1st, 2nd, and 3rd tier respectively and will go from $0.50, $0.45, $0.40, $0.35, $0.30
    • Storage (is like boxing and sellable inventory):
      • 1) A small bin space for the stamp is $1 per month per stamp.
      • 2) Total space used for the stamp
        • 4x4x2 = 32 cu inches / 1728 (inches in cu ft) = 0.019 cu ft. x $1/cu ft = $0.019 = $.02 per day.

So for a 30 day period, each stamp would be $1.56 ($1+(30 days x $0.02) in total storage.

    • How do we calculate Warehouse Storage Costs (is like boxing and sellable inventory):
    • Calculated storage example:
      • Bin/shelf space needed to pick product depending on how large the product is: $1 (small bin) or $2 (large bin) or $3 (shelf) per month per SKU.
      • + Item’s size (LxWxH) / divided by 1728 (inches in cu ft.) = cu. ft. of space x $1.00 (this is calculated and aggregated daily so you only pay for what you use – as inventory sells, you will see those storage reductions daily) = Total Storage on your product per month
    • Ink Stamp
      • 1) A small bin space for the ink stamp is $1 per month per stamp (sku).
      • 2) Total space used for the stamp
        • 4x4x2 = 32 cu inches / 1728 (inches in cu ft) = 0.019 cu ft. x $1/cu ft = $0.019 = $.02 per day.

So for a 30 day period, each stamp would be $1.56 ($1+(30 days x $0.02) in total storage.

Yes we do work with hazmat products.  Please be aware additional procedures and handling requirements are required to meet the carriers shipping policies.  Often – ground only shipping options apply due to the hazard nature of the products.

Our shipping accuracy rates remain between 98 – 99+%.

Again though, if the shipping error is the warehouse’s fault, we pay to rectify the situation which entails reimbursing you the raw cost of any lost inventory, the cost of any return labels, for reverse logistics, etc..

Basic order communication is all handled via our software messenger which directly ties you to our warehouses.

Discuss on the order or PurchaseOrder level about anything and its all nicely documented in one central location.

Returns Management made easy

1) At the sellers discretion can issue a return authorization request through our software.

  1. The seller can decide to pay for the return label cost or make the customer pay for it.
  2. A return base fee of $2.50/shipment will be applied to for handling and processing and to reinspect and communicate to the seller if the product is re-sellable, needs to be repackaged, discarded or recycled.


Yes we do product Kitting, Bundling and Assembly services.

With our options based platform you can add these services per Purchase Order,  per Product or for just Promotion Periods on-demand!

With our software you are able to view all inventory, issues, breakage, discrepancies and charges with a simple search.



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