Customer
Assistance

How do I subscribe to one of your plans?
Joining Depotrac is quick and straightforward. Just complete the form and pick the plan that suits you best. New customers always get the first two weeks free. If you need to adjust your plan later, contact us and we’ll help you make changes.

How much do you charge?
We offer several subscription options. You can choose between monthly plans or a pay-as-you-go approach. Pricing depends on your selected plan and/or usage (usage-based billing applies only to pay-as-you-go). You’ll always know your costs upfront—no hidden fees, ever.

What are distributed warehouses I keep hearing people talk about?
We have a wide network of warehouses across the country. When you use our Order Fulfillment service, we store your inventory in locations closest to your customers. Orders are shipped from the nearest warehouse, saving you on shipping and providing your customers with fast delivery. It’s the best of both worlds!

What is the minimum monthly order volume for a business to participate in your fulfillment plan?
There are no minimum or maximum order requirements. You can operate your business as you wish, and we’ll handle your orders regardless of volume.

My business deals with hazardous and/or fragile materials. Can I participate?
Absolutely! We specialize in handling both hazardous and fragile items. We are EPA certified and comply with all relevant regulations. We welcome your business!

One of my customer orders was undeliverable, what will happen to that shipment?
If an order is returned as undeliverable, the carrier will send it back to us. We’ll try to contact the customer and reship if possible. USPS may charge for return shipping, while other carriers may offer free returns for undeliverable packages.

Generally speaking, how long does it take you to process an order?
Orders received before 2 PM on business days are processed the same day. Orders placed after 2 PM or on weekends are handled the next business day.

Can Depotrac help our business with overseas shipping?
Yes! We are experts in international shipping and provide a range of options at competitive rates. We partner with the largest network of shipping carriers worldwide.

How much do you charge for packaging and/or shipping supplies?
There’s no charge for standard packaging and shipping supplies. If you prefer to use your own branded boxes, additional fees will apply.

How do I know if my website is compatible with Depotrac’s system?
Depotrac provides a highly adaptable and scalable solution that works with most major eCommerce platforms. If you have a custom website, we’ll collaborate with your developers to ensure a smooth integration.

How long does it take for the entire integration process to take effect?
Our IT team is dedicated to completing integrations quickly and efficiently, so your customers experience no interruptions. Typically, integration takes just a few hours, and we make sure there’s no downtime, even during maintenance.

Do I have to use your software? What if I choose not to?
While we recommend using our software for the best experience, it’s not required. Many customers appreciate having a central hub for managing their business, along with advanced AI and analytics tools that make our system a top choice in eCommerce.

How often can I expect to receive an invoice?
We send invoices weekly. You’ll get an automated notification when your invoice is ready.

What do I do if something on my invoice doesn’t seem right?
Just call or email us, and we’ll help resolve any questions or issues. Please let us know within 30 days if you notice a billing discrepancy.

How do I pay my bill?
You can pay using a U.S. bank account or with cryptocurrencies such as Ethereum, Bitcoin, or Litecoin.

If I choose to consolidate packages to maximize savings, will you charge me for the consolidation service?
No, we don’t charge for package consolidation. It’s a free service that helps you save on shipping costs.

What discounts are available to customers?
We offer some of the best rates in the industry, plus additional discounts. Check with your representative to make sure you’re getting all the savings you qualify for.