Frequently Asked Questions

Below are some of our most frequently asked questions. However, if you cannot find an answer here then please get in touch with a member of our team who will be happy to assist you.

Getting Started

How Does It Work?


Our process is so simple, and we take care of everything!

1) Take a look around our website and all of the fantastic services we can offer and once happy and you wish to join Proship, get in touch with a member of our team so we can finalise all of your requirements.

2) Once you are happy and everything is agreed, we will send you your agreement document which will need to be signed and returned.

3) Our team will now start setting up your Proship online portal which will allow us to intergrate directly into your shopping channel(s). You can also manage your account from this portal.

4) We are now ready for you to send us your stock. You can send this to us, or we can arrange to collect it. Once the stock arrives, it is checked by our team and then the Inventory Levels are updated in our systems.

5) By now - your online account will be live and intergrations will be all setup and tested!

6) We are now ready - As soon as your customers place orders, they will come directly to our Warehouse where our team will pick and pack them immediately.

It normally takes us no longer than 1 week to get your account fully set-up and functional!




What Do You Actually Do?


We offer a complete Pick, Pack and Despatch service. Our clients do not want the hassle of dealing with an entire pick/pack operation, so we take that away from them and do everything!

We store our clients stock, we intergrate into their website and whenever a customer places an order, our warehouse team then pick, pack and despatch it.




Do You Charge Account Setup Fees?


No, not usually. Most times setup is simple and therefore completely free. Our software intergrates into 99% of platforms, however - sometimes we see that a client may use a bespoke shopping platform which our software hasn't seen before which means there may be a setup surcharge as it'll take our team slightly longer to get the intergation live. However, you will be made aware of the works and the price before any work is carried out.




What Are Your Contract Lengths?


We don't believe in tieing our clients down to long-term contracts. We pride ourselves on providing such an excellent service that our clients stay because they want to, not because we make them. Our standard contract is a 60 Day rolling contract, which will automatically continue to renew after each 60 day period. However, if you did want something more long term, we are more than happy to work together with you on this.




How Much Are Your Services?


At ProShip our aim is to offer a service which is affordable for all businesses, with no hidden fees, and that's exactly what we've done! Head on over to our pricing page which shows the 4 pricing brackets that we currently offer. The more orders you do, the cheaper your account becomes!




I Want To Move From An Existing Fulfilment Provider - Can You Help Me?


Yes of course. We pride ourselves on ensuring that we do everything we can to help our clients. We will work with you to organise transfer of your stock from your existing warehouse/place of operation to our warehouse.





Order Fulfilment

Do You Have Minimum Order Quantities?


No. We work with any size business whether small or large. So don't worry if you aren't doing lots of orders yet, we still want to work with you (Even if it's just storage for now!).




What Is The Latest Time You Can Send Out An Order?


All orders that we receive by 3pm are picked/packed and despatched on that same day. Any orders after 3pm will be despatched the next day.




Do You Provide An Online Customer Login/Dashboard?


Yes we do. Once your account is live we will setup your online account. You will be able to login 24/7 to view/manage stock and orders. You will also be able to see real-time, live updates as and when your orders are processed.




Can You Use My Despatch Note?


Yes we can. All we would need is for you to send us the template of your exisiting despatch note and we will import that into our fulfilment software. If you do not have a despatch note, you can design one in your Proship online portal. Alternatively, we can just use our standard despatch note for your orders. (We do recommend designing a fantastic despatch note as this looks much better!). For an additional cost, we can design a despatch note for you.




Do You Handle Returns?


Yes absolutely. When we receive a returned item, we will notify you via your online portal / account manager. We will then proceed as directed/agreed. Returns are normally dealt with within 1 working day.




Do You Ship Internationally?


Yes we do. We ship all over the world. Please view our latest shipping prices here.




What Happens If An Order Is Picked/Packed Incorrectly?


In the rare instance that an order went out incorrectly we would refund all costs associated with that order. We pride ourselves on being super-accurate, so we are confident this will not happen.




Will I Get An Account Manager Assigned To Me?


Yes. Once your account is setup and live, you will be assigned an Account Manager who will be your main point of contact. They will be contactable via phone or email throughout the day.




What Size Products Can You Accept/Handle?


We never like to turn away potential clients - however we cannot handle huge items like furniture at this stage. We are more setup to handle smaller sizes items that are under 30KG in weight.

If you are unsure as to whether we would be able to handle your stock, please get in touch and have a discussion with one of our team.




Can You Handle Alcoholic Products?


Yes we can. We are a licensed premises and can handle / distribute alcohol for our clients.




Can I Use My Own Shipping/Courier Account?


No unfortunately not. When using our service you'll need to use our courier accounts. By putting all of our consolidated volume through our accounts it means we can offer you cheaper pricing on postage as our rates become lower.




What's The Latest You Can Despatch An Order?


We ensure that all orders that we receive by 3pm are despatched on the same day. Orders received after 3pm will be despatched the next working day.




Is Packaging Included, Or Is This An Additional Cost?


Basic packaging is provided by us free of charge. Our basic packaging includes, Postal Poly Bags, Jiffy Envelopes and boxes. Should you require anything bespoke, we will have to charge this back to you but we are happy to buy / use it.




Do You Offer Gift Wrapping?


Yes. We are more than happy to gift wrap your items. All we need is a demonstration from you to show us what you would.





Integration

How Do You Receive My Orders?


We setup an intergration from our system into your shopping platforms / website, e.g. Shopify/Magento/Wix/Wordpress etc. As soon as a customer places an order, it will come straight into our systems and we will despatch the order.
You can also input orders yourself into our system via your online portal. You can do this by manually adding an order, or you can add bulk orders by uploading an excel spreadsheet. Don't worry, we can help you do this!




What E-Commerce Platforms Do You Intergrate With?


We intergrate with many E-commerce platforms, the most common are: Magento, Shopify, WooCommerce, Squarespace, Weebly and many more. We can also intergrate into Amazon/Ebay/Etsy etc.

We haven't seen one Platform that we are unable to intergrate with, so don't worry if you are using a more bespoke platform - there is always a way.




Will I Need A Web Developer To Help Me?


No. We will take care of all the technical stuff for you, so you don't have to worry :)





Insurance

Do You Insure My Stock?


No we do not currently offer insurance directly related to your stock. You do not have to insure your stock, however we advise all of our clients to ensure their stock is fully insured before they send it to us. If you need any information from us for your insurers, please let us know and we will be happy to help.





Couriers

Which Couriers Do You Use?


We currently use, DPD, Royal Mail, Yodel, Hermes and DX. If you have a preferred courier who we do not currently use, please let us know, we are more than happy to use an alternative courier of your choice.




What Happens If A Product Gets Damaged/Lost In The Post?


Each courier that we use provides it's own fixed insurance for all parcels that we send via them (Value of Insurance will vary from courier to courier). In the unlikely event that one of our couriers loses or damages your parcel then you will need to claim this back via the courier themselves. This is something we can help you with if you need it.





Other

Are You A Bonded Warehouse?


No we are not. We do not currently plan on changing this.




Can't Find An Answer?


Visit our Contact page to get in touch and a member of our team will be happy to help!