FAQ
Straight answers to the questions buyers actually ask.
14 questions. No filler. If yours isn't here, text your genie at (469) 525-6865.
Pricing & billing
01 What does it actually cost?
$1.40 to $2.00 per order depending on monthly volume, $2.25 per bin per month for storage, and $2 per return. The pricing page lists current standard fees and identifies aging-storage, exceptional, and custom costs that require scoping.
02 Is there a minimum order volume?
There is no monthly D2C order minimum; product fit, capacity, and storage economics still apply.
03 Can standard rates change?
Rates may be adjusted annually with 30 days' written notice. Exceptional or custom work is scoped before it begins rather than hidden inside a standard fee.
04 What about returns?
$2.00 per item. Returns are typically processed in about 2 business days; the exact inspection, restock, disposal, and documentation workflow is confirmed for the account.
05 What payment terms apply?
Payment terms are documented in the written service agreement. The public rate card describes standard service pricing, not every contractual term.
Onboarding & operations
01 How fast can I onboard?
Onboarding typically takes about 3 business days from agreement to ready. Receiving timing depends on inventory arrival, shipment size, product complexity, and current capacity.
02 How do you connect to my store?
We connect directly to your platform and manage everything through collaborator or partner access on your existing account.
03 What's the same-day cutoff?
The current cutoff is 11am CT for eligible ready orders. Operating-day, inventory-readiness, and account exceptions are confirmed during onboarding.
04 Where do you ship from?
ShipGenie operates out of Fort Worth, TX. We ship nationally through major carriers; transit time depends on destination and service level.
05 What kinds of products do you handle?
The strongest fit is lightweight, compact, non-fragile, shelf-stable inventory with roughly 1–30 active SKUs and healthy throughput. Current exclusions include hazardous chemicals, refrigerated or temperature-controlled products, and prepared or perishable food requiring cold chain.
06 What if you mess up an order?
When ShipGenie is at fault, there is no charge for the pull, pack, and forward labor needed to correct the order. The client covers replacement shipping. Carrier-caused loss or damage follows the carrier's claims process.
Exit & safety
01 Do I need to commit to a contract?
No long-term contract is required. Cancellation uses 30 days' written notice. A $600 closeout fee plus outbound costs applies when remaining inventory or extra offboarding work must be processed.
02 What happens if I outgrow you?
Volume, SKU complexity, storage footprint, and handling needs are reviewed before acceptance. If an account needs added labor, equipment, space, or a nonstandard workflow, that capacity must be planned and scoped before it is promised.
03 How does this differ from FBA?
ShipGenie supports D2C fulfillment plus Marketplace Prep for Amazon FBA and Walmart WFS. FBA may still be the right choice for Amazon-heavy volume; ShipGenie is built for brands that also need a direct, multi-channel fulfillment relationship.