Frequently Asked Questions
Delivery and order processing
Do you organise transport of stock to your warehouse?
Absolutely. We can handle your orders from a supplier’s manufacturing location and organise transport to our warehouse. We’re set up to transport small shipments and pallet shipments, as well as non-standard size shipments.
Can you take on control of warehouse stock and orders from suppliers?
Yes, to make it easier for online retailers to work with us, we offer, as an optional service, taking on control of warehouse stock in shops and update when products need to be ordered. We can also manage liaison with your suppliers and order placing on your behalf.
How does the goods acceptance procedure work?
Delivered goods are handled based on your instructions. Every item we store in our warehouse undergoes quality and quantity control. If there’s a need, we may compare a product against its description or the image. Next, our system generates an automatic report from accepted deliveries. If there are any discrepancies in it, we document this in photos from unloading. We keep things flexible throughout the process, so that we meet even the most demanding of requirements. Next, our system generates an automatic report from accepted deliveries, and if there are any discrepancies in it – we make photographic documentation from unloading. A flexible approach to this whole process enables us to meet the expectations of the most demanding Shops.
What additional packaging services do you offer?
Our services include re-packaging or change of packaging into combined packages, kit builds and labelling. We can also prepare products for professional photo shoots. On your behalf, we can manage purchase of all materials needed to meet your packaging specification. On behalf of the client, we may look after the purchase of carton boxes and other materials essential to preparing packages according to eShop constructions.
Warehousing
How do you store products?
Storing is managed according to the sort, size, and quantity of products. Goods are stored both on shelves and pallets to ensure safety. Our warehouse is also specially designed to meet specific requirements for storage, such as food products and supplements, clothing, furniture, cosmetics, toys, and items for children. All warehousing is temperature controlled and Health and Safety certified
Where are your warehouses located?
Our warehouses are located near the
Do you store food products?
Yes, we offer food product storage. The warehouse facility is fully adapted to store foods, beverages, supplements, and other products with a long expiry date.
Packaging
How do you handle product packaging?
Every order is packaged according to your individual instructions. We can also pack as gifts, add leaflets, samples, or other inserts. If required, we provide packaging materials complete with your logo. Rest assured, we cut no corners and only use high-quality materials. That means your products are well protected from the risk of damage and they get to your customers the right way. Only high-quality materials are used for packing. Thanks to them, a product is well-secured, minimizing the risk of damage during transport.
How are the products packed?
We utilize top-quality materials to pack parcels. You can be confident that your parcels are well protected, and the risk of any damage during transportation is minimized.
How is order accuracy maintained?
We have invested in our own, advanced Warehouse Management System, which enables us to locate products in the warehouse precisely. We process orders based on either barcodes or visual identification and our systems ensure every product is verified twice before shipping.
Shipping
How do you handle shipping?
All your orders are prepared exactly in line with your pre-agreed product and quantity specifications. Orders placed before 6pm are guaranteed to be dispatched to your customer on the same day.
How can I keep track of order processing status?
We integrate with your systems via our dedicated platform. This gives you access to your own account, which in turn provides you with 24/7 insight into every order: including processing status, package number and the shipping history. You can make changes in the system and then, if needed, order status will be updated by our team. You can also see all the information relating to when a package was passed to a courier or was delivered to the customer. Thanks to this, the client can make changes in the system, and, if needed, order status is being updated by an Omnipack employee. The client has an insight into the information when a package was redirected to a courier or was delivered to the customer.
What forms of delivery do you offer?
We offer all kinds of delivery: courier DPD, DHL courier InPost, Paczka w Ruchu, Poczta Polska, Paczkomaty and other couriers, including local ones. We provide a number of delivery options – 48hr, 24hr, same-day packages (we can guarantee that an order will leave the warehouse before 4pm). We also provide delivery in a cross-dock model.
Do you deliver internationally?
Yes, we run international delivery using DHL, DPD, or other international couriers.
Can you deliver packages within my existing courier contract?
Yes, we’re more than happy to work with your existing courier and organise deliveries through them.
More FAQ's
How do I pay for your services?
We operate a completely transparent payment model. Every month you’ll get a cost statement for each service you use; including warehousing, packaging, delivery process, materials, and special services (if relevant). That means you know exactly what costs to expect at each stage, without having to make your own capital investments in any element of fulfilment.
Do you insure the goods you store?
Smartbox Courier warehouses are insured. However, this doesn't exempt retailers from having their own goods insurance. If damage occurs, like a fire for example, you would report this to your insurance company. Before we start working together, we do ask to see your insurance cover, which should correspond to the correct value of goods being stored.
Do you handle returns?
Yes, handling returns is one of the services we offer those customers who need it. We have a team who deal with accepting and processing returns on your behalf. Once we’ve received a returned product, we’ll verify it (according to your instructions and standards) and then let you know when the return has been processed. In cases where no customer collects, the order’s returned straight to our warehouse. We make sure the product is not damaged (that's within our standard procedures) and then we put it back in the warehouse.
