Fast Facts & FAQs

Address: 

Shipping Pilot - Strongsville

13000 Darice Pky

Strongsville, OH 44149

Phone 

505-744-7669

Emails

Customer Service: customercare@shippingpilot.co

Billing Support: billing@shippingpilot.co

Inbound Support: inbound@shippingpilot.co

Hours of Operation

Warehouse and Office: 8AM—5PM EST*

Receiving Hours: 9AM—4PM EST*

*Holiday hours may differ

Q. What holidays are Shipping Pilot closed on?

Shipping Pilot is closed on these major holidays: 

• New Year's Day—January 1
• Memorial Day—May 27
• Independence Day—July 4
• Labor Day—September 2
• Thanksgiving—November 28
• Christmas—December 25

Q. How long does it take for my order to ship?

90% of our orders go out within 20 hours of being received, while the rest typically ship within 48 hours.

Q. What if I need to change or cancel an order?

If you are using a platform that is synced with ours, such as Shopify, as your sales platform, any edits you make there (including cancellations) will automatically transfer to our platform, Packiyo. If this is a sales platform that does not have that functionality you can reach out to our Customer Support Team either through email, customercare@shippingpilot.co or by phone (505)744-7669.

Q. How do I check the status of my order?

If your selling platform is synced with ours the fulfillment status will update any changes in both places. If there is no sync between the platforms you can check the order number directly in our platform, Packiyo, for its status.

Q. What if I would like to set up a bulk order?

If you would like to place a bulk order you can email customercare@shippingpilot.co and CC your Account Manager and Warehouse Team Lead.

Q. How can I have Shipping Pilot Fulfill a new SKU?

If you are having us fulfil a new SKU please follow our Creating a New SKU instructions link HERE.

Q. Do you prefer to schedule by email, phone, or online?

Please send an email to inbound@shippingpilot.co when you would like to schedule your inbound.

Q. How long does inbounding take?

Please allow up to 48 hours for inbounding. This process typically does not take this long, but we like to account for those busy holiday seasons as well.

Q. How much advance notice do you require for an incoming shipment?

We ask for 48 hour notice.

Q. Do you support drop or live loading?

We do not have a preference for drop or live loading, we are set up to handle both. If it is a drop of a container, in some cases there is an extra fee with who owns the container. We ask that you let us know if there is a time frame to have it unloaded for both Drop and Live loading.

Q. Do you have a loading dock or lift gate?

We have loading docks, drive-up ramps, and container drop zones to receive or load your inventory. Please let our team know your inventory will be transported during your inbound/outbound order setup.

Q. Where can I find my billing breakdown for the week?

Your billing will be broken down weekly in your account tracker.

Q. What days are included on this week’s invoice?

Billing cycles run Friday—Thursday.

Q. How do I use my Account Tracker?

Each week all your storage, fulfillment, materials, account management, and shipping fees will be updated on the breakdown tab. You will also find shipping fees, shipping surcharges, and international shipping fees tabs added to the bottom on your tracker.

Q. What industries do you specialize in?

E-Commerce

Q. How are warehouse rates determined?

We have a standard rate for a pick/pack/ship. Once a certain number of orders is hit (ex. 2,000 and 10,000) there is a discounted rate.

Q. Will my goods be safe and secure in your warehouse?

Not only do we secure our warehouse with a proper security camera system, we also make sure all products are properly stored for both storage and moving.

Q. Do you handle any hazardous materials?

Yes we do handle hazardous materials. These materials are kept in a separate area and have their own SOP to make sure everything is handled properly.

Q. How can I monitor my inventory levels in your warehouse?

Shipping with us you will have access to our 3PL site, Packiyo, which manages inventory. You will be able to look up any SKUs inventory on hand, available, and allocated any time you want, as well as a full inventory history on your products.

Q. What happens if there is a discrepancy in inventory?

Your Shipping Pilot Account Manager will first take a look at the inventory logs, PO’s, and shipments to see if there is an explanation. If needed, a warehouse manager will provide an additional inventory count, as well as go through boxes from the manufacturer to make sure those numbers are correct. If this does not solve the issue the warehouse managers will work with the CEO to come up with a solution.