Frequently Asked Questions

Delivery and order processing

  • Do you organise transport of stock to your warehouse?

    Absolutely. We can handle your orders from a supplier’s manufacturing location and organise transport to our warehouse. We’re set up to transport small shipments and pallet shipments, as well as non-standard size shipments.

  • Can you take on control of warehouse stock and orders from suppliers?

    Yes, to make it easier for online retailers to work with us, we offer, as an optional service, taking on control of warehouse stock in shops and update when products need to be ordered. We can also manage liaison with your suppliers and order placing on your behalf.

  • How does the goods acceptance procedure work?

    Delivered goods are handled based on your instructions. Every item we store in our warehouse undergoes quality and quantity control. If there’s a need, we may compare a product against its description or the image. Next, our system generates an automatic report from accepted deliveries. If there are any discrepancies in it, we document this in photos from unloading. We keep things flexible throughout the process, so that we meet even the most demanding of requirements. Next, our system generates an automatic report from accepted deliveries, and if there are any discrepancies in it – we make photographic documentation from unloading. A flexible approach to this whole process enables us to meet the expectations of the most demanding Shops.

  • What additional packaging services do you offer?

    Our services include re-packaging or change of packaging into combined packages, kit builds and labelling. We can also prepare products for professional photo shoots. On your behalf, we can manage purchase of all materials needed to meet your packaging specification. On behalf of the client, we may look after the purchase of carton boxes and other materials essential to preparing packages according to eShop constructions. W imieniu klienta możemy zadbać o regularny zakup kartonów i innych materiałów niezbędnych do przygotowania paczek wg wytycznych eSklepu.

Warehousing

  • How do you store products?

    Storing is managed according to the sort, size, and quantity of products. Goods are stored both on shelves and pallets to ensure safety. Our warehouse is also specially designed to meet specific requirements for storage, such as food products and supplements, clothing, furniture, cosmetics, toys, and items for children. All warehousing is temperature controlled and Health and Safety certified (Sanepid).

  • Where are your warehouses located?

    Our warehouses are located near the main communication hubs just outside Warsaw in Nadarzyn and in Gorzów Wielkopolski at the Polish-German border. Address: 66 Katowicka Av. (docks 2-10 and 70-72) 05-830 Nadarzyn and 49 Szczecińska Street, 66-400 Gorzów Wielkopolski.

  • Do you store food products?

    Yes, we offer food product storage. The warehouse facility is fully adapted to store foods, beverages, supplements, and other products with a long expiry date.

Packaging

  • How do you handle product packaging?

    Every order is packaged according to your individual instructions. We can also pack as gifts, add leaflets, samples, or other inserts. If required, we provide packaging materials complete with your logo. Rest assured, we cut no corners and only use high-quality materials. That means your products are well protected from the risk of damage and they get to your customers the right way. Only high-quality materials are used for packing. Thanks to them, a product is well-secured, minimizing the risk of damage during transport.

  • How are the products packed?

    We utilize top-quality materials to pack parcels. You can be confident that your parcels are well protected, and the risk of any damage during transportation is minimized.

  • How is order accuracy maintained?

    We have invested in our own, advanced Warehouse Management System, which enables us to locate products in the warehouse precisely. We process orders based on either barcodes or visual identification and our systems ensure every product is verified twice before shipping.

Shipping

  • How do you handle shipping?

    All your orders are prepared exactly in line with your pre-agreed product and quantity specifications. Orders placed before 6pm are guaranteed to be dispatched to your customer on the same day.

  • How can I keep track of order processing status?

    We integrate with your systems via our dedicated platform. This gives you access to your own account, which in turn provides you with 24/7 insight into every order: including processing status, package number and the shipping history. You can make changes in the system and then, if needed, order status will be updated by our team. You can also see all the information relating to when a package was passed to a courier or was delivered to the customer. Thanks to this, the client can make changes in the system, and, if needed, order status is being updated by an Omnipack employee. The client has an insight into the information when a package was redirected to a courier or was delivered to the customer.

  • What forms of delivery do you offer?

    We offer all kinds of delivery: courier DPD, DHL courier InPost, Paczka w Ruchu, Poczta Polska, Paczkomaty and other couriers, including local ones. We provide a number of delivery options – 48hr, 24hr, same-day packages (we can guarantee that an order will leave the warehouse before 4pm). We also provide delivery in a cross-dock model.

  • Do you deliver internationally?

    Yes, we run international delivery using DHL, DPD, or other international couriers.

  • Can you deliver packages within my existing courier contract?

    Yes, we’re more than happy to work with your existing courier and organise deliveries through them.

System integration

  • Can I integrate your service with my current eCommerce platform?

    Yes. Our system has been specifically designed to integrate with all of the most popular eCommerce platforms on the market.

  • What does system integration look like?

    Our team will configure all the relevant parameters and connect the sales platform to our warehouse system. We do this with all existing platforms in the market, including IdoSell, Shopper, Allegro, Showroom, PrestaShop, Shoplo, WooCommerce, RedCart, GOshop, Shopify, and ERP systems.

Insurance

  • Do you insure the goods you store?

    Omnipack warehouses are insured. However, this doesn't exempt retailers from having their own goods insurance. If damage occurs, like a fire for example, you would report this to your insurance company. Before we start working together, we do ask to see your insurance cover, which should correspond to the correct value of goods being stored.

Handling returns

  • Do you handle returns?

    Yes, handling returns is one of the services we offer those customers who need it. We have a team who deal with accepting and processing returns on your behalf. Once we’ve received a returned product, we’ll verify it (according to your instructions and standards) and then let you know when the return has been processed. In cases where no customer collects, the order’s returned straight to our warehouse. We make sure the product is not damaged (that's within our standard procedures) and then we put it back in the warehouse.

Payment model

  • How do I pay for your services?

    We operate a completely transparent payment model. Every month you’ll get a cost statement for each service you use; including warehousing, packaging, delivery process, materials, and special services (if relevant). That means you know exactly what costs to expect at each stage, without having to make your own capital investments in any element of fulfilment.

The most popular questions

  • How much does fulfilment cost?

    We calculate costs individually for each of our customers, and the final price depends on the number of parcels sent each month, volume of storage space, packaging requirements and additional non-standard services. You’ll receive an invoice once a month, with everything itemised and set out clearly. You only pay for the services you use. In months of lower sales, you pay less. Our fee includes; analysis of your individual situation and needs, competitive courier rates, consultancy for IT integration, access to our innovative logistics tools (Merchant Portal and Return Tool) and, of course, access to our eCommerce expertise to help your business grow its sales.

  • How does fulfilment work?

    Our fulfilment service allows you to outsource all of your logistics processes. Every time a customer places an order with you, the information is instantly sent to our system. We pick and pack the order and ship it. On top of that, we can handle returns on your behalf (and minor product repairs or service) and then put products back in stock.

  • What does a partnership with Omnipack look like?

    We take responsibility for carrying out all your logistics processes. You have a constant insight into operations via online tools (Merchant Portal and Return Tool). You also have a dedicated account manager who’s on hand to answer all your questions and make sure things are running exactly as they should. Payments for our service are monthly. Our Merchant Success department takes care of your sales and constantly analyses your processes and performance to identify opportunities to enhance service.

  • What happens during onboarding?

    Onboarding is the first stage of working together and it’s how we get you set up and good to go. Broadly, think of this in three phases. Preparation is where we work with you to gather information and put the right schedules in place. Next is integration and here we connect your eCommerce platform with our Warehouse Management System. And then finally we move to the operational phase, which is where we ship trial orders and verify that everything’s working properly. Typically, the onboarding process takes 3-4 weeks.

  • How do you store products?

    Storing is managed according to the sort, size, and quantity of products. Goods are stored both on shelves and pallets to ensure safety. Our warehouse is also specially designed to meet specific requirements for storage, such as food products and supplements, clothing, furniture, cosmetics, toys, and items for children. All warehousing is temperature controlled and Health and Safety certified (Sanepid).

  • Where are Omnipack warehouses located?

    Our warehouses are located near the main communication hubs just outside Warsaw in Nadarzyn and in Gorzów Wielkopolski at the Polish-German border. Address: 66 Katowicka Av. (docks 2-10 and 70-72) 05-830 Nadarzyn and 49 Szczecińska Street, 66-400 Gorzów Wielkopolski.

  • How long does it take to ship my order?

    We fulfil orders placed by 6pm on the same day. Because our warehouse is located near the Polish-German border, orders for the DACH region (Germany, Austria, Switzerland) are fulfilled on Next Day standard. Delivery times to other countries are typically 2-4 working days.

We keep your customers happy and your business growing. Simple.

Get a free quote
Knowledge
How Omnipack helps online stores to be eco-friendly

As a logistics partner, Omnipack can deliver much more than you might think. This includes supporting...

Read more
Pros and cons of logistics outsourcing

Outsourcing is a prevalent and extensively used way to reduce costs and improve various processes in...

Read more
How to avoid the Brexit bureaucratic bottleneck?

Brexit is here and there are lots of new rules that apply if you’re a UK ecommerce business looking t...

Read more
Take care of cybersecurity in your online store

Cybersecurity is, by far, one of the essential aspects of running an online store. In fact, every eCo...

Read more
The 6 Most Common Mistakes Ecommerce Makes in Logistics

“A man who never makes a mistake will never make anything.” It’s difficult to undermine the legitimac...

Read more
5 logistics improvements your customers will love

The importance of logistics in corporate structures grows. Today, it’s not just about packaging a par...

Read more