Fulfilment Terms & Conditions

General

If you have any queries about our fulfilment service, then please contact us on: 0116 397 0655.

If you are a Drop Shipping customer please see our Drop Shipping terms and conditions here. 

For specific terms and conditions regarding the Wholesale & Distribution programs, please read our Wholesale Program terms and Distribution Program terms.

Products that are not accepted for fulfillment:

• Frozen Products
• Large Furniture
• Glass Cabinets
• Flammable Products
• Aerosol
• Alcohol
• Cigarette & Tobacco
• Vehicle Tires
• High Value products more than £500
• Precious metal

By default, we cannot accept products that are comprised of multiple separate items. If you have products with these requirements, we can put them together, for which a custom quite can be provided.

If you have other products which do not fit into any of our products types, please contact us for a quote. We can also provide discounts based on volume.

There is no contract in place for this service, which means that you can leave at any time.

Only a small amount of information will be added to your fulfilled products listings. The SKU will be repeated on the title, and a short title will be added. There will not be any added description, and the brand will only be added if it is visible on the product. If the brand is not visible, a default ‘Unknown’ will be added to the listing. If you are a customer using the integration service, then you can edit these listings yourself before uploading to your website.

A discount on our drop shipping service can be provided to customers who are already on our fulfilment service. The discount will be based on the extent to which you are using the service. Please contact us for pricing.  

You are responsible for the expiry dates of products. We do not check items for expiry dates on the fulfilment program. 

Fulfillment orders must be placed on the website dropshipping.jm-wholesale.co.uk.

 

Warehouse receiving order

Before the goods are sent to us, you must fill in the WRO form and send it to us via email. After which, new customers will receive a unique customer ID. For existing customers, you can write your Customer ID on the WRO form.

The WRO from must be provided and approved by us each time you send goods.

The packaging weight is calculated at 10% of the product weight. This should be taken into account when assigning a product type to your product on the WRO form.

Your customer ID must be included clearly on all boxes each time you send products to us. This is the only way for us to identify your goods. Failing to do this may result in delays.

For less than pallet deliveries, please inform us of the receipt date of the goods at least 3 days in advance. For other deliveries, please inform us at least one week in advance.

We will aim to process your order within four working days of receiving the stock, but this may vary for large orders.

Deliveries are accepted 9am – 5pm Monday to Friday.

Once the delivery has been thoroughly checked by us for errors or discrepancies, everything will be marked down on the Master WRO and uploaded to your account. The stock will be inspected for accuracy, quantity, EAN, damages, etc.

Our decision on product type will be final.

A new SKU will be assigned by us to all products that we fulfill, regardless of the SKU you already have for the product.

Although we pick and pack all of the products using EAN and product location, human and system errors can occur, so we cannot guarantee 100% accuracy with regards to stock and picking. However, the margin for error is almost non-existent using this method, and we have a double checking system throughout the fulfilment process.

If you have stopped fulfilment for a product and attempt to restock at a later date, we may not be able to guarantee assignment of the same SKU. This depends on how much time has passed.

There are no prepping rules for sending your goods to us, but please make sure the products are easy to pick and will not be damaged in storage.

You will be responsible for any damages incurred during transit to us.

You will be notified of any shortages or damages once we have received the stock, along with relevant photographs. You can request any pictures from us if you do not receive them.

For warehouse receiving, we charge £5 per 15 minutes, which is charged by the minute. This will be timed by the warehouse manager as accurately as possible.

The WRO process involves unpacking, checking, shelving, labeling, account creation, listing, updating, double checking, etc.

Should the items require repacking or reinforcing upon arrival, there will be additional time added to the WRO process. We will let you know beforehand in this case.  

Please send your stock to the following address:

JM Wholesale Ltd
The Logistic Department
1 Brook Street,
Whetstone,
Leicester
LE8 6LA

If the goods are sent to the wrong address, such as our store or office address, this can delay the process and items may be lost or misplaced.

 

Packing and Delivery

We dispatch hundreds of parcels each day. On some rare occasions, couriers may experience issues, such as delays, loss or damage.

To avoid any processing delays, the order will automatically be considered dispatched once the shipping label has been created.

All of our packaging materials are non-branded and free. With the exception of extra packaging for fragile products (see pricelist).

We do not currently provide branded packaging or customized packaging slips, but this will be available soon.

Currently, we do not place any packing slips inside the order. All products will go out in standard unbranded, yet professional packaging.

It is your responsibility to check the full delivery address before placing the order. Shipping labels may be printed in bulk, so we are unable to check each address for errors.

We aim to fulfill every order as perfectly as possible at all times.

If the shipment has not arrived within seven days after the estimated delivery date, please contact us on 0116 397 0655 or dropshiporders@jm-wholesale.co.uk

 

Stock Control

Every individual product in our inventory must have a barcode. If your product does not have a barcode, then it will be assigned one by us. Charges apply for barcoding (see pricelist).

All picking will be done using the barcode and the exact item location.

The return products will also be identified using the barcode system.

 

Insurance & Compensation

We provide insurance for products that are stored in our warehouse. We are liable in the case of any damages or shortages incurred.

We cannot take responsibility for products that, due to their nature, become damaged or unsellable over time. This can happen when the product is not contained in secure packaging, or has many components that can easily fall apart.

We are not responsible for any leaking of liquids or evaporations that occur naturally. Our warehouses are temperature controlled and we keep the products upright as they should be.

In cases such as these, you can ask us to repack them safely, upon which a quote will be provided.

When paying out compensation, we will need to see the original purchase invoice. If this is not provided, we will determine the lowest wholesale cost price of the products ourselves.

All of our packaging is done in a professional and efficient manner, so damages to the product are highly unlikely. However, product insurance can be useful for instances where parcels are lost in transit. Please see the pricelist for shipping insurance.

We do not take responsibility for parcels that are lost or damaged in transit. However, each fulfilled product can be insured up to the value of £1000. Shipping insurance can add some extra piece of mind when it comes to high value items.

When claiming insurance for a lost or damaged parcel, we would ask you to wait until the investigation with the courier company is fully concluded before payment can be made.

Please allow a period of 14 working days from the last tracking update before making a claim for a lost parcel. This allows the courier company enough time to conduct a thorough investigation to find the missing item.

In the case of inventory loss in storage, we will run a detailed investigation to determine the cause. We will try to resolve this as quickly as possible, but please allow up to 15 days for this process.

There is a limited liability amount of £1000 for stock that is stored in our warehouse. We can only be held responsible for damages incurred due to our actions, as opposed to natural causes. This may include leaking, shattering, expanding, melting, molding etc.

 

B2B Fulfilment

B2B orders usually contain multiple quantities of the same product, or varying products in a box. The B2B shipment cost starts from £8 per box.  

For B2B fulfillment, we give custom quotes based on multiple factors. Such as product type, how many orders are sent per week, the average quantity per order and the cost of the products themselves. This will be quoted to you before coming on board.

The same standard return, fragile and storage costs also apply to B2B.

We are happy to review your custom quote at any time. If you would like to change the quote or require a new pricing structure, we can work on those with you.

We cannot always guarantee same day dispatch for B2B orders. However, we do aim to get all B2B orders placed before 1pm dispatched the same day. Please see our fulfilment delivery policy for full delivery info.

 

Returns

Errors and shortages must be notified within 7 days of receipt of goods.

If the customer wishes to return the item to us, then they will need to fill out a return form. This must be included with the items.

We also provide a unique ID for each return, which corresponds to the order ID on our system. This must be written on the return form. If it is not, then the returns process may be delayed.

Returns can take up to 5 working days to process, however we try to ensure these are done as quickly as possible. 

Each return will be marked on a separate return report, with outcomes and costs included, if any.

It is your decision as to whether the buyer should return, dispose of, or keep the item for a partial refund. This should be based on the costs involved with the order and returns process.

Please take into consideration our full return fee, label cost and processing time when making your decision.

In most cases, we would recommend that the buyer returns the product directly to you, and you can access the return thereafter. This is usually the cheaper option.

You can also have the product returned to yourself in the event that you need to check the item. If you are confident that the product is in a resalable condition, then you can have it returned to us.

In the event that the returned item is deemed still sellable, the product will automatically be placed back into your available inventory. If the product is no longer sellable in its current condition, we will get in touch with you to discuss available options.

We charge a reverse fulfilment fee, which means that there are no extra processing charges. However, with regards to sending the goods back, you will need to pay the standard postage cost for that item.

We can provide the current status for each return via email, with photos if necessary.

For each return, a report is created and uploaded to your folder with a date and number, which can be accessed at any time.

We can provide a return shipping label or collection service for a fee, which is calculated based on the products being returned.

Our warehouse return address will be included on all packages that are sent out. If you require your customer to send the item back to us, please provide the following address to them:

The Logistics Department
Unit 1
23 Dorothy road
Leicester
LE5 5DR

We are not able to thoroughly test returned products beyond the basic checks. If the product requires further testing beyond this, then it will automatically be marked as unfulfillable. Depending on your request, it may then need to be returned to you for further checks, or be disposed of.

Damaged goods in our storage will also be marked on your return report, and will be deducted from your main stock list and on the system

If the item is in good condition, it is automatically assumed that it will be restocked, unless informed otherwise.

Unfulfilled orders can be cancelled, and the items can be restocked free of charge. Orders that are marked as fulfilled cannot be cancelled and restocked in the same way. These have to go through the full return process, and the full return cost will be applied in this case. This is due to the complications involved with retrieving the parcels once fulfilled. The fulfilment cost cannot be refunded in this case.

For returns in which we have made a mistake, we will take full responsibility, and there will not be any charges incurred.

Goods which are damaged due to their nature, or are not suitable, will be marked on the return report. In most cases, we will not charge you for these, unless there is a high quantity or heavy load size to be disposed of.

 

Payments

Please check our Fulfilment price list for all of the prices.

All listed prices on the site and quotes provided are net prices, and VAT will be added at the checkout or on the invoice.

Storage is charged at the beginning of every month, or on the 10th and 25th of each month, 30 or 15 day intervals respectively in advance.

The WRO process charge and the initial storage fee up to the next cycle will be charged together in advance, once we have completed WRO.

For the purpose of partial storage costs, a month is taken as 30 days. Therefore, to calculate a day’s worth of storage, the cost is divided by 30.

We offer a pay as you go service for fulfilment by default, in which the payment is made for each fulfilled product every time you place an order.

The fulfilment fee will be charged every time an order is placed. If you are on a credit account, this will be charged on your next cycle.

 

Accounts

Once your account has been created, you will be provided with a unique customer ID.

All of the product’s SKUs contain your customer ID as a suffix. By searching for your customer ID on our website, you can see the stock of all of your products.

Whenever you need to contact us for any reason, please include your customer ID at the beginning of the subject line.

Each customer has access to their own shared folder, in which they can view all of their reports and invoices.

There are three types of Accounts:

30 day accounts – storage charged on a 30 day basis.

15 day account – storage charged on a 15 day basis and disbursement sent out at the same time. This will mostly be granted to wholesale and distribution customers.

7 day account – this is purely a credit account in which the pending orders will be charged at the end of each week. This will normally be combined with the 30 day or the 15 day account, for the purpose of storage charge and or for disbursements.

Credit accounts can be either 7 or 15 day accounts. If you are on the 7 day account, you will be charged at the end of every week. If you are on the 15 day account, you will be charged on the 10th and 25th of each month.

The main stock list is available on your account folder. This will be updated on your account every cycle (either every 15 or 30 days).

If you are on a credit account, all future orders will not be processed until the remaining balance is cleared at the end of the cycle. Multiple payment failures will result in the cancellation of your credit account.

If your fees and pending orders remain unpaid for a period greater than 30 days, then we reserve the right to dispose of or sell the goods. If the balance still remains unpaid, then we may pass your details on to our debt collection agency.

In most cases, credit accounts will only be considered after a month of using the service. This will be determined entirely on your fulfilment order rate and stock amount.

If your credit account exceeds a specific amount, we may request early payments. This will be determined on a case by case basis. For wholesale/distribution customers, we do not usually allow this credit to exceed the value of goods held with us. However, this is not always the case and we may charge the payment earlier than usual.

Please view our delivery section to find out more about delivery for credit accounts.

We use GoCardless for taking recurring direct debit payments for storage, processing and credit orders. When you sign up for fulfilment, we will send you a one-time Direct Debit form to complete. This will allow us to take payments on each cycle. 

Each time we charge your account, the payment will be taken within the next 3-5 working days.

 

Your Reports Explained

WRO – Warehouse receiving order. This is the form that you fill in and send to us via email prior to every shipment, so that we can identify the detailed product information and quantities. You can add products one by one using the ‘Add New Product’ button, or you can fill in all of the relevant information as you would with a normal Excel spreadsheet. A copy of the WRO will also be uploaded to your Dropbox folder.

Fulfilment customers must fill in this form with as much detail as possible.

SKUs must be filled in for all existing products. The WRO process may be delayed if SKUs are not completed. For new products, please leave the SKU blank.

For products not on the Distribution or Wholesale program, please ignore the sections Distribution £, Wholesale £, Retail £ and Listing Content Provided.

Master WRO – Master warehouse receiving order. This form is filled out by us after carefully checking your shipment. This will include accurate product information and any discrepancies will be noted. Once complete, the Master WRO will be uploaded to your Dropbox folder.

Main Report – This report contains all of your product and sales information for the specified period. It will be generated periodically based upon your account type. The Main Report consists of your performance dashboard, a detailed report for all of your products, the invoices and the final balance statement for the last period.

Return Report - This is generated and uploaded to your Dropbox folder for every new return. The report contains all relevant information for the specified returned items, including quantities, notes and any costs incurred. A detailed return invoice is also included within the document.

 

Integration

We provide integration to your platform, which includes order and tracking automations. If you require the integration service, this will be from £15  + VAT per month, based on your needs. If you are not on our integrated plan, you can simply visit our website and place any orders with your customers’ information.

With integration, orders are automatically marked as dispatched on your platform along with tracking information, and an email is sent to the customer from your platform.

Integration subscriptions are handled by our drop shipping department, and any cancellations should be notified to them.

The integration service is provided and managed by our integration partner (Inventory Source), so please send all enquiries regarding integration support to them.

For customers on the fully automated integration service, we receive all orders and information automatically. Once the order has been received, we send a direct checkout link for you to complete payment. If you are not on a credit account, we require payment for each order before the goods are shipped out.

If you are already a drop shipping customer, there is no additional charge for Integration. You are free to use your existing drop shipping account to connect your fulfilment products.

If you wish to integrate your fulfilment products to your website on Inventory Source, then use the builder mode in the catalogue manager to filter your own products from the feed view (using your customer ID.) You can then customize the listings before loading them to your site.

 

Having the goods returned

To have your goods returned back to you, the standard return cost applies, which is £5 per 15 minutes labor.

Once all the products are packed, we will charge an overall return shipping cost. We will choose the most efficient service for the goods and inform you of this. Alternatively, you can arrange your own collection of the stock from our warehouse.

We will not take responsibility for any loss or damaged incurred during return transit. We can offer an insurance option on returned goods, which can be quoted to you.

Once all of the costs have been calculated, we will send an invoice to you. We will send the goods once the invoice has been cleared, as per our standard fulfilment policy.

We do not conduct business with or send shipments to countries with a restricted or sanctioned status. If your chosen destination does not appear in any of our shipping options, this means that we do not supply goods to this country.

Click here to read our Drop Shipiping terms and conditions.

Click here to read our Fulfilment Service delivery policy.

Click here to read our Distribution Program terms and conditions.

Click here to read our Wholesale Program terms and conditions.