Frequently Asked Questions
Why should I use Ship Naked over one of the other fulfillment options I'm looking at?
We handle the entire process from the factory to your customers. If you want to save time, money, and hassle on your order fulfillment, you should use Ship Naked. We have a ton of experience processing complex campaigns and ongoing shipments. We've shipped hundreds of successful campaigns. We guarantee that we we'll provide you with the best value overall in any apples-to-apples comparison. We're simple and straightforward. Plus we're just downright friendly :)
Which shipping carriers will you be using for our fulfillment?
We utilize a variety of shipping carriers depending on the size and scope of the shipment. These include USPS, FedEx, UPS, DHL, postal services around the globe, and various freight providers for large shipments. For Standard shipments, we always select the most cost-effective, reliable carrier for your packages to keep your costs down.
What does Customs-Friendly mean?
When a package ships Customs-Friendly it means that the recipient should not incur any additional costs for receiving the package and and that if they do, you will reimburse them for that cost. To help you accomplish this, we consider all the logistics needed including shipping from the factory to our depots, collecting appropriate taxes , and paying brokerage and other fees associated with import.
This all sounds great! How do I give you money?
We accept payment via electronic funds transfer or wire transfer from your bank. We can also accept payments via PayPal, VISA, MasterCard, and Discover. For those payment methods, since our rates are so competitive, there is a surcharge to cover the cost of payment processing. Once we receive all the order information in our system, we'll provide you with an invoice that you pay before we process outgoing shipments.
How much weight is typically added by the tape, packing box, and shipping label?
We recommend adding half a pound to a full pound of weight for a sturdy box and packing material, depending on the size of your game. If you have a small box (like Tiny Epic Kingdoms), you can ship in a bubble mailer which typically only adds an ounce or two of weight.
Do package weights round up or down?
Once you get over a pound of total package weight, carriers round weight up to the next pound, so keep that in mind when reviewing the chart above. Also, be sure to include the weight for the packing material, not just the item(s) you're shipping. For example, if your total package weight including the item(s) and packing material is 1.2 pounds, that would round up to the 2 pound rate. If your total package weight was 5.7 pounds, that would round up to 6 pounds. It always rounds up.
How is tracking on packages handled? Will it be possible for us to get tracking information to backers so they can track their packages individually?
Packages sent via certain methods and over certain weights will have tracking via that carrier. Most US and Canadian shipments will have tracking. Typically smaller packages and those going overseas via postal services will not have individual tracking numbers for Standard Shipping.
What sort of support will you offer my customers during fulfillment?
We will take the order information you provide and coordinate the outgoing shipments from there. We'll resolve address corrections and re-shipments directly with customers, saving you time and hassle. We will refer customers to you for any questions about game content, replacement pieces of the game, and other questions not related to shipments we send for you.
How are returns and exchanges handled?
When packages are returned to us, we'll reach out to the customer directly and request information for re-shipping the product. This saves you time and hassle and provides faster service for the customer. When a package is returned, the carrier charges us for that returned shipment and you will see that cost on your invoice.
How long will it take for you to process and fully ship by campaign?
The simpler the campaign (the fewer unique builds of packages), the faster it goes. Here are some things to keep in mind regarding elements that impact timeline.
- We need all the product we need to ship. Not some of it - all of it. We need this to calculate the package size and weights accurately.
- A complete and final file with all the information of who we need to ship to. This file needs to match our template for import into our shipping systems. You can import this from a pledge manager directly for a campaign to help speed the process along.
- Once we have that information, we'll generate your invoice, optimized to reduce your overall cost.
- Once we send that invoice, you need to pay it.
- Once we have all the product, shipping information, and payment, we will schedule processing and outgoing shipment. That can take a day or it can take many weeks, depending on the complexity level of your campaign. Most simple campaigns are completed within a week. Campaigns with a high volume of packages or lots of complexity are two weeks or more.
- Volume of packages is not as large a factor as complexity. If you want things to ship quickly, keep it simple.
How long will it take for my packages to get to their destinations?
For standard shipments sent from our headquarters in the US, most US packages take a week or less. Most Canadian packages take about a week or two. Most shipments to Europe take two to three weeks depending on the destination. Most shipments to other locations take three to six weeks.
Will the customer be responsible for the VAT/Taxes/customs?
Yes, customers are always responsible for their local taxes and customs. If you ship packages from within the EU you can often cover the cost of VAT when the items are imported into the EU. In that case you're paying the taxes on the customer's behalf. Most packages under a certain value are exempted from customs charges and those rules change by country. If you utilize our Customs-Friendly service, we'll handle all the details of making sure your recipients are not unduly burdened by customs and brokerage charges.
If we have say 2,000 units made, and 1,500 go to your US warehouse and 300 go to one of your EU warehouses and another 200 that go to other warehouses. Would that cause additional fees?
Whenever you have units go to any of our shipping depots, you'll need to get the product there. We can do that for you with our Factory to Depot service or you can handle it with your printer / factory. Whoever is handling the Factory to Depot shipping should be able to provide you with estimates of the additional costs of shipping. It's definitely more expensive to split ship from the printer. Whether that makes it more cost effective for you overall depends on the volume of packages you have. In general, the fewer depots you use, the less costly. We can run all those numbers for you and get you the best value overall.
Do you only handle Kickstarter projects? What if I want to send more shipments?
We handle ongoing shipments every day in addition to campaign shipments.
Can you ship anything?
We ship the vast majority of items. We do not ship alcohol, food, poison, otters, hazardous materials, weapons, unicorns, or any other mythical creatures.
This all sounds amazing, just what I've been looking for! How do I qualify to use Ship Naked?
We recommend you contact us so we can schedule a time for a free introductory consultation by phone, Skype, or in person. We can offer advice on how to optimize your product to keep your shipping costs as low as possible.
What's your secret? How is Ship Naked so much better than traditional fulfillment services?
Our secret is that we're Powered by Good People™ We don't just use good facilities and good equipment and good processes. We're actual people that actually care about your, our clients. When issues arise, we're here to fix them. We're continually implementing improvements to our processes and systems to make your experience better.
I hear you can fulfill all my wanton desires and that your magical service includes a free pony.
That is a vicious rumor that we vehemently deny. No ponies are harmed when we Ship Naked. ;)