Terms Of Service
Production Time
2-5 Business Days from order date
Customer Service
If any questions about an order, please tag @WEP Fulfillment in the chat box pertaining to your order:
Fraud Orders
These orders will display in the “Fraud Orders” tab on the WEP OMS. The fraud detection is synced with Shopify and you will need to approve the order for us to move forward with production.
Verify Address
This feature is currently off, but we can enable to utilize the FedEx address verification tools to ensure customers addresses are correct. If turned on, you will need to approve the suggested/ corrected address under the “Verify Address” tab on the WEP OMS.
Users
The manager users have the ability to create additional users. Feel free to create as many users as needed. The benefit of having users is to track who is commenting, approving, making changes in the system.
Shipping & Tracking
Orders under 1lb will be shipped DHL Ecom. Orders over 1lb will be shipped Fedex Smartpost. Extimated delivery times is between 2-8 Business Days. When your order is fillfilled and shipped on the WEP OMS, the order will be marked Fulfilled on Shopify and trigger the automated customer tracking email if you have this enabled.
Billing
An invoice will be generated weekly for payment on all orders fulfilled from the previous week Monay-Sunday or the last calendar day for the month.
New Products
You can create directly in your Shopify account. Send an email to the following recipients when you have a new product uploaded: Yen@wepsourcing.com, randy@wepsourcing.com, mitch@wepsourcing.com.
Returns
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a inquiry via the order chat timeline in the WEP OMS:
The return address is set by default to the WEP facility. When we receive a returned shipment, a notification will be sent to you in the order comment section of the OMS. Unclaimed returns get donated to charity after 30 days. If WEP's facility isn't used as the return address, you would become liable for any returned shipments you receive.
Wrong Address - If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer.
Returned by Customer - It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion. A new order, at your expense, would need to be placed for an updated size if you choose to accept or offer size exchanges to your end customers.
What happens if a package wasn't delivered to my customer, but the tracking states that it was?
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, WEP won't cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the chair on the porch." If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped.