Frequently Asked Questions
About Stride Logistics
Stride Logistics is your dedicated 3PL partner, simplifying your business operations. We excel in efficiently managing your inventory and handling the complexities of shipping, allowing you to invest more time and energy into growing your business. Whether you’re selling on Amazon, Shopify, WooCommerce, or any other platform, our comprehensive logistics solutions are designed to enhance your success.
We are located East of Los Angeles in California.
We currently have one location on the West Coast, but we do plan on expanding in the future.
Our warehouse spans 40,000 square feet and includes five loading docks for swift and efficient shipment management.
Currently, we do not.
We are hoping to start expanding in 2024.
We exclusively ship from our own warehouse and do not rely on third-party fulfillment services, ensuring the highest quality and control over your shipments.
Our warehouse maintains a consistent room temperature, ensuring ideal conditions for your products.
While efficiency, reliability, and customer satisfaction are foundational, what sets us apart is our comprehensive understanding of eCommerce intricacies. We use this expertise to create custom-tailored solutions that perfectly match the unique needs of every business we serve.
To begin using our 3PL services, simply reach out to our team. We’ll guide you through the onboarding process and discuss how we can best support your logistics needs.
While we don’t currently offer public tours of our fulfillment center, we can arrange a virtual walkthrough to give you an in-depth look at our operations and facilities. This way, you can get a comprehensive understanding of how we operate and the value we bring to your business.
General
- Contact Our Sales Team: Reach out to our sales team to initiate the process.
- Consultation and Pricing: We’re here to answer your questions and provide detailed pricing information.
- Express Your Intent: Let us know that you’re ready to move forward with our services.
- Deposit and Agreement: Complete the onboarding deposit(applied to first invoice), and we’ll promptly send you the Service Agreement for your signature.
- Account Manager Assignment: An Account Manager will be designated to provide personalized assistance.
- Dashboard and Software Access: Gain access to our logistics Dashboard and specialized software.
- Inventory Transfer: Start the process of transferring your inventory to our secure warehouses.
Stride Logistics does not require you to enter into a binding contract. However, we will ask you to review and sign our service agreement.
There is no minimum contract duration when partnering with Stride Logistics. We offer flexibility, allowing you to cancel your services at any time, provided there are no outstanding invoices.
Yes, you have the flexibility to cancel our services with a 30-day notice, as long as there are no unpaid balances. We want to make it easy for you.
Yes, you will have a dedicated Account Manager based in LA, available during the operational hours of our warehouse.
We will do our best to accommodate same-day shipment requests, but we cannot guarantee it. To maximize the chances of same-day shipping, please provide project details with at least one week’s notice to allow adequate preparation time.
The closest Amazon distribution center to our warehouse is ONT8.
Certainly, you can streamline your logistics by shipping directly from your supplier to our warehouse.
Yes, you can have your products shipped to your location whenever necessary.
Our warehouse delivery hours are from 9 AM to 4 PM, Monday to Friday. Unfortunately, we do not accept shipments over the weekend.
Absolutely, we welcome customers from all around the world.
We provide our efficient order fulfillment services, returns management, subscription box fulfillment, custom packaging, quality control, and more.
We offer seamless Amazon integration, labeling and barcoding, strategic inventory placement, FBA prep, FBM (Fulfillment by Merchant), and returns processing.
- Through our software, you will be able to Send Inventory to our warehouses as well as create work requests for tasks such as Carton Forwarding, Labeling, Polybagging or anything else.
- Whenever you need to forward inventory to Amazon, you can start a request and attach the labels.
- We will update you about the progress through the software as well.
While we do not currently provide Seller Fulfilled Prime (SFP), we offer FBM (Fulfillment by Merchant) services and access to discounted carrier rates to meet your shipping requirements effectively.
We offer inventory management, cross-docking, pick and pack, kitting and assembly, and carton forwarding.
- You connect your online store with our software.
- Once your store is connected with our software, your orders will start to come in.
To maintain a secure and efficient operation, we do not currently offer on-site visits. However, we’re happy to arrange virtual tours or video conferences.
Receiving
Receiving involves inspecting, documenting, and storing incoming inventory. We check for accuracy, quantity, and visible damage upon arrival.
Yes, specific details regarding the receiving fee will be provided by your Account Manager.
You’ll need to send detailed information about the incoming shipment, including product type, quantity, and any specific handling instructions.
If any discrepancies like missing or damaged items are identified, we’ll promptly notify you and work towards resolution.
Yes, we send an inbound report, typically within 72 hours, detailing quantities and any visible damages.
Absolutely, we offer specialized handling for such items to ensure they’re received and stored with utmost care.
Turnaround time varies based on factors like shipment volume and complexity. Your Account Manager can provide an estimated timeline.
While we can receive a wide range of items, for exceptionally large or heavy items, it’s recommended to coordinate with your Account Manager in advance.
Yes, you have the flexibility to choose your own carriers for sending products to our facility for receiving.
Yes, providing advance notice is crucial for efficient unloading. Please coordinate with your Account Manager to ensure timely communication of receiving schedules.
Yes, we can accommodate additional services like kitting, labeling, or any specific requirements during receiving.
Yes, we do. Specific costs can be discussed and determined in consultation with your account manager.
While recommended, barcoding is not obligatory. Upon arrival, our team assigns unique storage spots to ensure accurate inventory management.
We do not offer Freight Forwarding services. However, we can recommend reputable Freight Forwarding companies.
Yes, you can drop off inventory at the warehouse dock. Drop-offs must be scheduled in advance with your Account Manager within a specified time frame. Entry into the facility is not permitted.
Storage
We employ a systematic approach utilizing pallets, racks, and designated areas for optimal organization.
Yes, we can accommodate special requests for storing goods, such as palletized, shelved, or bulk storage, based on your preferences.
While we can handle a wide range of weights, exceptionally heavy items may require special arrangements. Please discuss specifics with your Account Manager.
We implement careful handling procedures and use appropriate equipment to minimize any risk of damage to your stored goods.
We have comprehensive security measures in place, including 24/7 monitoring, controlled access, and surveillance systems to safeguard your goods.
At this time, we do not offer climate-controlled storage. However, we can provide recommendations for specialized storage needs.
For safety and security reasons, clients are not permitted to access the storage facility directly. If you need to retrieve or manage your stored goods, please coordinate with your Account Manager, and we will make the necessary arrangements.
We utilize advanced inventory management systems to track and manage your stored goods, ensuring accurate records and easy retrieval.
Yes, we provide weekly reports detailing your inbound, outbound, and existing inventory. Additionally, we include information on how much space your items are occupying, along with each SKU’s designated storage spot.
We do have space availability, but we don’t offer the option of reserving space.
Yes, pallets taller than 60 inches are accepted, but they will incur additional receiving and storage charges.
No, we do not accept double-stacked pallets.
The maximum pallet height we accept is 100 inches.
Pallets exceeding the height limit will be considered oversize and will be charged at double the standard storage fee.
No, there is no limit.
Pick and Pack
Pick and pack is the process of selecting and packaging items for shipment to customers.
Yes, we provide customized packaging.
Certainly, you have full control over item selection.
No, we assist businesses of all sizes, with no minimum order quantity.
We process Pick and Pack orders typically within 24-48 hours. Processing times may vary based on order volume.
Yes, we handle orders with multiple SKUs for Pick and Pack.
Yes, we want to ensure that it’s accurate and meets your standards.
Orders are processed the same day if received before noon. Orders received after noon will be sent out the next day.
We provide a range of packaging options, including boxes, bubble mailers, and poly mailers. The cost of packaging materials is billed separately from our service fee. We collaborate with a local packaging company to ensure competitive pricing and high-quality materials.
You can easily track order progress through our software.
We partner with various shipping carriers. We can also provide recommendations based on cost and delivery times.
Carriers
We have established partnerships with major carriers, including UPS, USPS, and FedEx, to ensure efficient nationwide shipping.
Yes, we negotiate volume discounts with carriers, allowing us to provide you with significant cost savings.
Certainly, we offer local LTL (Less Than Truckload) transportation services within a 50-mile radius of our East LA warehouse.
Absolutely, you have the flexibility to select a preferred carrier. Additionally, we can assist you in comparing rates across carriers for each shipment to find the most suitable option.
Tracking your shipments is simple. Log into your Stride Logistics account, go to the “Orders” tab, and you’ll find status and tracking information for each order. Alternatively, you can track shipments directly through the carrier’s website or app.
Yes, we offer dropshipping services with competitive shipping rates and rapid delivery times.
Yes, you have the option to use your own carrier account for shipping if you prefer.
Absolutely, you have the flexibility to select a preferred carrier. Additionally, we can assist you in comparing rates across carriers for each shipment to find the most suitable option
Certainly, if you require expedited shipping, please notify us, and we’ll arrange for the fastest available carrier service to meet your delivery deadlines.
Shipping
We process orders up until noon. While we’ll do our best to process orders received after this time, we cannot guarantee same-day shipping. If not, they will be sent out the next business day.
Yes, packing slips are available for an additional charge. You can choose to include them inside or outside your package. The same applies to invoices.
We provide dunnage (packing material) for all orders at no extra charge.
For individual orders, the heaviest carton we can handle is 50 lbs. Shipping items exceeding 50 lbs in weight can be arranged in consultation with your Account Manager.
We do not process or ship orders on weekends.
We can provide our discounted shipping labels for products not currently in our warehouse.
No coordination is necessary. We have daily pickups arranged with UPS, USPS, and FedEx.
Certainly, you can supply us with your own shipping labels as needed.
Returns
No, returns processing is only provided as a part of our comprehensive 3PL offering.
We receive the returned items, inspect them for damage or defects, and determine their condition. Then, they are either added back into inventory, relabeled, arranged for disposal, or returned to designated location.
Depending on your preference, damaged or unsellable items can be either disposed of in an environmentally responsible manner or returned to you for further evaluation.
Yes, we can provide customized reports.
We handle returns of all quantities, whether it’s a single item or a large batch. Our goal is to provide you with flexible solutions that meet your specific needs.
While we can handle the returns processing, please note that arranging the shipping or delivery to our facility is the responsibility of the customer.
Special Requirements
Yes, we can cater to specific instructions and requirements for your shipments.
We can handle non-alcoholic beer, non-prescription drugs, natural health products, and offer services for other specialized categories. However, we do not manage alcohol, prescription drugs, or hazardous goods.
While we have the capability to handle a wide range of products, there may be restrictions on highly regulated or illegal items. Please discuss specifics during onboarding.
Yes, we provide kitting services, enabling the creation of customized sets or kits of products.
Kitting involves creating special sets or kits of products, which can be of the same product or multiple products, as per the client’s requirements.
Yes, we can accommodate special packaging requirements. Please provide detailed instructions during the onboarding process.
We do not have temperature-controlled storage facilities at this time.
We take care of all items with attention to detail, but we do not have specialized high-security storage for high-value items at this time.
We regret that we cannot handle hazardous materials or products with special handling requirements at this time.
Yes, we have the capacity to handle oversized and non-standard items. Please provide dimensions and weight details during onboarding.
Yes, we can accommodate specific labeling and barcoding requirements. Please provide clear instructions during onboarding.
Billing
Invoices are due with a 3-day grace period upon receipt, regardless of the payment method chosen. We bill at the beginning of each month for services provided during the previous month.
We issue invoices during the first week of each month, covering the previous month’s services.
We accept all major credit cards, ACH, Zelle, and bank transfers.
Charges begin on the day your inventory arrives at our facility, with storage charges starting the day after.
Yes, we prorate our storage fees on a weekly basis, meaning you’ll be charged only for the days your inventory is stored in our facility.
No, you’ll only be billed the monthly fee when we’re actively storing your inventory. However, other services like fulfillment or transportation may still incur charges.
We do not apply sales tax for customers in the USA.
Certainly, you can set up automated payments by contacting our billing department. Whether it’s automatic credit card billing or an alternative method like ACH or Zelle, please note that there is a 3-day grace period before the automatic charge is processed.
Feel free to reach out to our billing department via email at billing@stridelogistics.us for further assistance.
Pricing
Pricing is customized based on service scope, order volume, and specific needs. Detailed pricing is provided during consultations.
The onboarding deposit is collected to secure and initiate the setup process for new clients. It covers initial administrative tasks, account establishment, and ensures commitment to our services.
Amount is discussed during consultation and is due before services commence.
No, it’s non-refundable and covers initial services.
No, we operate on a pay-as-you-go model.
No, we believe in transparent pricing.
Yes, for unique requirements.
Yes, discounts are available for larger orders.
No, no long-term contracts required.
Yes, for evolving business needs.
Credit/debit cards, bank transfers, and secure online options.
$30 per month for a 40x48x55″ pallet spot.
For non-standard pallets or those that deviate from the standard 40×48 dimensions, pricing will be determined through a discussion with your dedicated Account Manager
Lighter items are quicker to pick.
No, it remains consistent.
Most are free, specific ones may have charges.
Software
Warehouse Management Software (WMS) is a digital platform designed to optimize and streamline warehouse processes. It helps in managing inventory, tracking shipments, and improving overall operational efficiency. By using WMS, we ensure accurate order fulfillment and real-time visibility into your inventory.
Yes, our WMS is fully integrated into our operational framework. This ensures seamless communication between our systems, providing you with real-time updates on orders, inventory, and shipments. If you opt out of integration with our software, we also offer alternative options.
Yes, you can create your own orders and products on our portal.
Orders can be uploaded in TXT format.
No, the WMS automates the process of updating tracking numbers.
Yes, please notify us so we can intercept and make the necessary edits.
Yes, you can access real-time inventory information and generate reports on our portal.
Access to the WMS is granted upon signing the Service Agreement. However, we’re happy to offer a software demo to showcase its capabilities.
While integrating your store is recommended for seamless operations, it’s not mandatory. We also offer alternative options like email-based order processing for your convenience.
We provide a range of resources including instructional videos and articles to facilitate the learning process. Additionally, our dedicated team is always available to offer support and guidance.
Integrations
When a customer places an order on your website, our software instantly captures the order and shipping details. Orders are marked as fulfilled upon shipment, complete with tracking numbers.
Yes, we automatically send tracking numbers to your customers. We seamlessly integrate with leading eCommerce platforms, including Shopify, Amazon, WooCommerce, and more.
Integration is user-friendly and doesn’t demand technical expertise. The initial connection takes less than a minute. Configuring your store and shopping options may take 1-2 weeks upon inventory arrival. If you prefer not to integrate, you can opt to send orders via email, and we’ll ensure prompt processing.
Certainly! If you choose not to integrate your e-commerce store with our software, you have the flexibility to send your daily orders to us via email.
Insurance
We currently do not offer insurance coverage for individual shipments, however, we do provide insurance options for our contractual clients. Please contact our team for more information regarding insurance coverage for your specific needs.
Insurance is not mandatory for shipments with Stride Logistics. However, we strongly recommend considering insurance coverage to protect your valuable cargo during transit. Our team can discuss insurance options with our contractual clients.
For contractual clients interested in purchasing insurance, simply reach out to your Account Manager or our customer support team when booking your shipment.
Yes, contractual clients have the option to use their existing insurance for shipments through Stride Logistics. Please provide us with the necessary insurance details.
For contractual clients, adjustments to insurance coverage may be possible before your shipment departs. Please contact our team as soon as possible.
Yes, we offer insurance coverage for both domestic and international shipments. Our insurance options can be tailored to meet the specific needs of contractual clients, including those with cross-border shipments.
At Stride Logistics, we do not offer insurance coverage for our clients’ products. It is the responsibility of each client to maintain their own insurance policy that covers the cost of their products while stored in our facilities. Please ensure that your insurance policy adequately addresses any potential risks or events, including theft, damage, fire, natural disasters, or any other unforeseen circumstances. Stride Logistics will not be liable for any loss or damage to inventory stored at our warehouses.
At Stride Logistics, we offer insurance coverage as an option for clients who sign contracts with minimum term commitments. If you are interested in obtaining insurance coverage for your stored products, please reach out to our team to discuss your specific needs. Please note that insurance coverage may be available to clients who commit to minimum contract terms, and the terms and conditions of the insurance coverage will be outlined in a separate Service Term Agreement
SLAs
The SLA at Stride Logistics outlines the commitments and performance standards we guarantee to our clients. It covers various aspects of our services, including order processing, shipping, inventory accuracy, customer support, and more.
The SLA sets clear expectations for the level of service you can expect from us. It ensures transparency and accountability in our operations.
You can find our comprehensive SLA by visiting the “SLA” page on our website. It provides in-depth information about our service commitments and performance metrics.
The SLA covers metrics related to order processing, shipping times, inventory accuracy, customer support response times, and more. Each metric is designed to ensure we deliver the highest quality of service.
The SLA is reviewed annually or as needed, in consultation with our clients. This allows us to adapt to changing business needs and ensure the SLA remains relevant and reflective of our service capabilities.
If we fall short of meeting any SLA metric, we have predefined remedies in place. These may include discounts, expedited services, or other actions to rectify the situation and ensure your satisfaction.
If you believe there has been a deviation from our SLA commitments, please reach out to our customer support team. They will promptly address your concern and take necessary actions to resolve the issue.
We encourage all our clients to review the SLA thoroughly to gain a comprehensive understanding of our service commitments. It’s an important tool for maintaining transparency and ensuring a successful partnership.
Affiliate Program
When you refer another business to our 3PL services and they start spending, you’ll receive an ongoing commission based on their revenue. (For detailed commission calculation information, please refer to our Affiliate Program Terms and Conditions.)
The commission rate is 10%.
You will earn commission every month throughout the entire duration of the client’s business relationship with us.
Payouts are typically made on a monthly basis, provided the commission balance reaches a minimum of $100 USD by the end of each month.
We offer PayPal, Zelle, and ACH options for your convenience.
No, there are no limits on earnings.
No, commissions do not have an expiration date.
Your affiliation is automatically recorded when users mention your name or business during sign-up.
Our affiliate program is open to individuals and businesses worldwide.
