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Frequently Asked Questions

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How to make sure your item reaches our warehouse?

In order for your item to reach our warehouse correctly as well as being identified correctly when it reaches our packaging team you simply need to follow a few steps. The main thing you must ensure is that your specific Simpship ID is written in the address somewhere. On your settings page you will find the delivery address for our warehouse. As a part of this delivery address there is a unique code. This code is unique to your store and is what we use to identify which parcels are yours when they reach our warehouse. It is therefore essential you make sure this code is in the delivery address as displayed on your settings page. This will prevent your item from getting lost or not packaged correctly once it reaches our warehouse. So please make sure your unique store ID is somewhere in the delivery address for our packaging team to identify the product is yours. If you have any queries about how to set the correct delivery address please feel free to get in contact with us.

My customer claims they never received their item?

If your customer claims they never received their item then contact our support team. We will then look into the tracking information and find where your parcel is. If the item has been lost then the insurance on the item will cover the cost of the item.

How do I check the status of my parcel?

To check the status of your parcel firstly click on the orders page on the left hand side of your dashboard. From here you will be able to see all the orders you have received, our dashboard pulls the information straight from your shopify store. You can then select different orders to receive packaging. To check the status of a specific order there will be a traffic light symbol on each individual order. Green means it has been packaged and sent to your customer. Yellow means you have marked the item to receive custom packaging, but it has not arrived at our warehouse or we have not shipped it to your client yet. Red means you have not selected that order to receive custom packaging.

Are my packages safe?

If you have not selected custom packaging for an order DO NOT send it to our warehouse. As the order number will not match as it has not been selected for custom packaging. If you do not want custom packaging for a specific order then simply send that item straight to your customer. However this will turn up to your customer with foreign receipts and packaging, it will also not be insured and tracked.

What does an order in transit mean?

An order in transit is an order that you have dispatched to our warehouse. We have then packaged the order to your specific requirements and dispatched it to your customer fully tracked and insured. 🚚

What is an outstanding order?

An outstanding order is an order that you have received but have not yet currently selected to receive your custom packaging.

What extras do you offer?

We offer over 50+ extras that you can add to your orders. You can view a full list here.

What dimensions do we accept?

An extremely common question we receive here at Simpship is what size items do we accept. The simple answer, we accept nearly every size item. However the dimensions that are included in the plan prices is 229 x 152 x 152 mm ( L x W x H ).

But if your item is bigger than these dimensions we can still package and ship the item for you, however you will have to pay the additional shipping cost to get the item to your customer.

Some examples of items that would fit in our standard packages are;
Phone Accessories
Handbags
Clothing
Small shoes
Smoking Accessories
Watches
Jewellery
Hoodies
Underwear

Do I have to manually select every item I want to receive packaging for?

If you would like to select every order manually to receive custom packaging then you are more than welcome to. But if you receive a lot of orders and want to save time then you do have the option to select all your orders to receive custom packaging. To do this go to your settings page and select ‘package every order’.

What is a share suggestion?

A share suggestion is one of the many extras we offer. It is a piece of card encouraging your client to share their order on their social media if they were happy with their purchase. We have seen this improve a businesses social media presence which can lead to more orders in the future. A good social media presence gives credibility to a business and reassures potential future clients.

Can I have more than one extra per item?

Yes, you can have as many extras per item as you would like. Simply select all the extras you would like from the global brand settings page. These extras will then be applied to all of your future orders.

What is a giveaway/raffle insert?

A giveaway/ raffle insert is a new extra we are offering and is a great way to get consumer engagement and a social media presence. In the packaging we will place a piece of card which tells your client that if they mention your business on their social media they will be entered into a raffle.

What is a specific coupon code?

A specific coupon code is a code which you can provide and we will use on your extras (inserts or thank you cards). The reason for a specific coupon code may be due to seasonal changes or a high ticket item may result in a bigger discount for that client.

Can I deselect a package for custom packaging?

If you have selected the option that every single order receives custom packaging without you having to manually select each order, then yes you can deselect a package to receive custom packaging. To do this is the same process as selecting an order to receive custom packaging. Just untick the order and it will no longer receive custom packaging.

What dimensions do we accept?

An extremely common question we receive here at Simpship is what size items do we accept. The simple answer, we accept nearly every size item. However the dimensions that are included in the plan prices is 229 x 152 x 152 mm ( L x W x H ).

But if your item is bigger than these dimensions we can still package and ship the item for you, however you will have to pay the additional shipping cost to get the item to your customer.

Some examples of items that would fit in our standard packages are;
Phone Accessories
Handbags
Clothing
Small shoes
Smoking Accessories
Watches
Jewellery
Hoodies
Underwear

Do I have to manually select every item I want to receive packaging for?

If you would like to select every order manually to receive custom packaging then you are more than welcome to. But if you receive a lot of orders and want to save time then you do have the option to select all your orders to receive custom packaging. To do this go to your settings page and select ‘package every order’.

What is a share suggestion?

A share suggestion is one of the many extras we offer. It is a piece of card encouraging your client to share their order on their social media if they were happy with their purchase. We have seen this improve a businesses social media presence which can lead to more orders in the future. A good social media presence gives credibility to a business and reassures potential future clients.

Can I have more than one extra per item?

Yes, you can have as many extras per item as you would like. Simply select all the extras you would like from the global brand settings page. These extras will then be applied to all of your future orders.

What is a giveaway/raffle insert?

A giveaway/ raffle insert is a new extra we are offering and is a great way to get consumer engagement and a social media presence. In the packaging we will place a piece of card which tells your client that if they mention your business on their social media they will be entered into a raffle.

What is a specific coupon code?

A specific coupon code is a code which you can provide and we will use on your extras (inserts or thank you cards). The reason for a specific coupon code may be due to seasonal changes or a high ticket item may result in a bigger discount for that client.

Can I deselect a package for custom packaging?

If you have selected the option that every single order receives custom packaging without you having to manually select each order, then yes you can deselect a package to receive custom packaging. To do this is the same process as selecting an order to receive custom packaging. Just untick the order and it will no longer receive custom packaging.

If I don’t use Shopify can I use this service?

If you do not use shopify for your ecommerce store and are still interested then shoot us an email and we will get back to you as quickly as we can. Send as a message at contact@simpship.com.

I don’t use aliexpress as my supplier, can I still use this service?

Yes that is completely fine if you do not use aliexpress as your supplier. You can send us your parcels from any supplier as long as you set our warehouse address with your unique code.  

                                                       🛫 - 🏢 - 📦 - 🚚

You can find our warehouse address on your settings page, so as long as you set this address as your delivery address we will receive your parcels. Make sure to select every item you want packaged on your dashboard, regardless of the supplier.

If I don’t I send food/edible items, can you help?

Of course! SimpShip aims to help any business, regardless of the product. Contact us for more information!

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