We have very specific requirements for each outbound shipment.  If you comply with all of these requirements, your orders flow quickly and seamlessly.  The more customizing and order changes you make will affect the efficiency and frequency of your orders going out the door.

  • All orders must have a valid and correct Method of Shipment (MOS).  An incorrect MOS can result in an order delay or cancellation.  A list of available MOS’s is available during the onboarding process.

    • Verde will not send shipments COD.

    • Verde is not responsible for incorrect MOS on orders coming from clients' systems or clients’ customers through an integration.

  • For rate-shop (Best Rate) MOS orders, the client accepts this as the choice without repercussion to Verde. 

INTERNATIONAL ORDERS

  • B2B orders require a commercial invoice directly from the client, uploaded directly into Verde’s WMS, and attached to the transaction ID.  If the client does not or will not provide the commercial invoice, Verde will cancel the order and any labor required to return inventory to proper locations will be charged to the client.  Not having proper information with international orders can cause delays in releasing the shipment or canceling it altogether.   

  • All international shipments default to duties/taxes prepaid (DDP), except in special circumstances approved by the client prior to processing of the order.

SHIPPING QUOTES 

  • Small Parcel Quotes: Clients are welcome to quote any small parcel at any time from within Verde’s website Client Area.  This use is at the client's discretion and Verde will not directly quote small parcel shipments.

    • Any ancillary charges added by the freight companies are outside of the quote and Verde’s control is the responsibility of the Client.

  • LTL Quotes: Verde offers a link in the Client Area of the website to submit shipment information, but please allow up to 48-hours for the LTL quote to be returned to you.

    • Any ancillary charges added by the freight companies are outside of the quote and Verde’s control is the responsibility of the Client.

SHIPPING TIMELINES

  • Order Processing Cutoff Times (Non-Compliance): 

    • B2C/DTC Orders submitted before 11:00 am ship in 24-48 hours under normal order flow circumstances.  Mondays and Tuesdays can have a huge order flow, so there can occasionally be a 24-hour delay, but we do our very best to get these orders out in 24-48 hours so the customer experience is excellent.  Peak is June-December when orders can extend beyond the 24-48 hour window.  During and after Black Friday sales through Christmas, order processing delays can result due to the sheer volume. 

    • B2B Orders submitted before 11:00 am usually ship in 48-96 hours depending on the size and quantity of items in the order, but can vary slightly.  Please be aware of peak order flow timelines.  Peak is June-December when orders can extend beyond this window.  During and after Black Friday sales through Christmas, order processing delays can result due to the sheer volume. Expedited FedEx or USPS shipments will ship by the end of the business day that the order is submitted to the warehouse, as long as it is submitted by the 11:00 am order cut-off.

Third-Party Shipping: If you are using your own freight account or one of your customer’s freight accounts, these are classified as Third-Party Shipments.  When you do this, Verde will ship your orders as normal.  However, once the third-party freight company picks up your shipments, there is no more liability from Verde for your shipment.  Any shipping problems, claims, or missing products due to in-transit issues are not able to be claimed against Verde’s liability.  These are the clients’ responsibilities.  

Shipping Error Inquiries: If a shipping error occurs as a result of negligent order management from the client, Verde will not be held responsible. Failure to notify Verde about a possible shipping error within the inquiry window from your vendor (for Compliance orders) or 30 days for non-Compliance orders, will result in Verde not being held liable.  

  • For any outbound shipments that show Verde shipped as correct, and a mistake is made by the freight company, Verde cannot be held responsible.  Verde will file a claim on the client’s behalf, but no guarantees can be made on a successful recoup of freight costs in a claim.  The client is responsible for all freight charges until a possible claim has been paid.

  • At the end of each year, Verde performs a yearly shipping audit of all client orders to ensure all shipments have been billed properly and accurately. On either the December or January invoices each year, there may be credits given or additional order charges depending on the audit. The client will be responsible for paying additional charges.

COMMON SHIPPING QUESTIONS

  • Q.Why is my tracking number not working?  Tracking numbers can sometimes take a bit of time to activate. This happens when the shipment missed its initial scan at the carrier sorting facility. The tracking number will be activated the next time there is an in-transit scan, which happens at numerous points during transit. Notify your Client Success Coordinator if your shipment has passed the expected arrival window and they will file a claim on your behalf with the freight company.

  • Q.Your package tracking shows the package was successfully delivered, but it’s not there. What can you do? In situations like this where the tracking shows delivery details, you can choose to submit another order for the customer or have the customer continue to investigate on their own. The best customer service experience shows that you should simply submit another order for your customer. In cases such as this, Verde is not liable, nor is the freight company, and this is likely a “porch-pirate” issue.

  • Q.The customer is refusing to pay the customs fees. What do I do?  Realistically, the product will be abandoned because paying for return shipping will be cost-prohibitive. It will most likely cost more than the value of the product to return it. There can sometimes be disposal charges for the product, which are generally less than the cost of shipping the product back.

  • Q.My order has been lost. What can I do?  In case of a lost order, you should notify your Client Coordinator. Freight carriers include shipping insurance of $100 on all domestic shipments. 

  • Q.My order arrived damaged. What can I do?  In case of a damaged order, you should notify your Client Coordinator. Freight carriers include shipping insurance of $100 on all domestic shipments.

  • Q.How do I deal with an invalid destination address?  All shipping addresses are run against USPS address databases domestically. Occasionally we auto-correct addresses that are entered incorrectly. If the address is not recognizable, it gets put on hold and your Client Success Coordinator will notify you via email. If this happens, you should contact your customer and ask them to provide the address in a different format or an alternate address where their order can be shipped. If the customer insists that the address is correct, Verde can force the address through to the facility. This may incur additional costs and may require a different carrier, however.  If a shipment is sent to an invalid address as entered into Verde’s WMS, the client is responsible for any shipment changes or reshipments.

  • Q.My order was returned but is not in inventory. Why? This is likely because the order was returned, but has not been received yet by the warehouse. 

  • Q.How do I cancel an order?  Contact your Client Success Coordinator and they will take care of it for you.  Please note that if cancellation is after the order has been packed and shipped in our system, then the order will be returned as a product return and all order/return fees will apply.

PERSONALIZING YOUR ORDERS

  • Confirmation Emails: Typically your shopping cart will send an automated email to your customers with their order confirmation.  This is the recommended method.

  • Packing List: Verde does not offer paper packing lists for e-commerce orders.  For B2B orders, a paper packing list is enclosed on carton #1 of each order.

  • Inserts/Marketing Materials: We can insert almost any type of marketing insert you would like during the packing process.  There is a small fee to do this and is a great way to engage your customers after the sale and during possible promotions.  

  • Packing Materials: If you have specific packing materials you want to be used for your orders, such as logo tape, stickers on the outside, etc., we can certainly do this for you.  We supply all cartons, shipping bags, void fill, etc. already, so for anything outside of that, we can help you out.