DEDICATED
CUSTOMER SUPPORT
Our customers come first in whatever we do. Our company philosophy is established on a desire to help businesses succeed and thrive. From the people we hire, to the philosophies that propel us and the way we carry ourselves, all demonstrate our commitment to our customers. We take great pride in our customer service and how efficiently we help our customers day in, day out with a smile on our faces. At Texcels Xpedition, customer service isn’t just another department; it’s an attitude and we are all proud to serve our customers and exceed their expectations in all aspects.
We can be reached by email, phone or through our ticket system. We have an extensive knowledge base containing answers to the most frequently asked questions that will likely answer most of your common questions.
Getting Started
How do I get started with Texcels Xpedition?
Simply fill in the form and tell us about you and your company. Our services are flexible, no long-term commitment is required, you pay for what you use and there’s no hidden fee. We even offer a FREE 2-week trial period to our customers to ensure our services are suitable for their business needs.
What do you mean when you talk about distributed warehouses?
We have warehouse facilities scattered all over the United States and we are always adding more facilities to your network of distributed warehouses. Your products are strategically placed within this network to maximize both efficiency and savings. Most of your orders are processed from the same state as the ordering customer’s shipping address cutting down on shipping costs and delivery time.
Technology
How do I know if my shopping cart is compatible with your system?
Texcels Xpedition API is highly versatile and flexible; our API can integrate with all the major shopping carts. Integration process is fast and free. We even provide technical support free of charge if you need it. If you’re concerned about compatibility, please call to speak to one of our integration experts.
How long does the integration process take?
The integration with our system and your shopping cart platform using our API is one of the first steps. For most customers, the entire process takes less than two hours. The size of your product catalog will affect the actual integration time. If you have multiple order streams coming from multiple platforms, we can integrate all your orders in a central processing system if you choose so.
Am I required to use your software if I sign up for services?
Even though we strongly recommend our customers utilize our powerful software suites and AI protocols, you are not required to use our software. We will work with your own software and IT staff to find the best approach, implementation and interface process to simplify integration and maximize utilization.
Shipping
Do you require a minimum monthly volume to participate in the order fulfillment services?
No, there is no minimum or maximum limit imposed on our customers. The plan evolves around a pay-as-you-go system. You can have as many or as few orders as you’d like.
Can Texcels Xpedition handle fragile products?
Our distributed warehouse coordinators receive extensive training on how to handle fragile and hazardous materials. They are more than happy to customize packaging to accommodate fragile products and eliminate the risk of damage during transit.
If the package is undeliverable, will it be returned?
If an order can’t be delivered, it will be returned by carriers to the very warehouse that had originally shipped the item. We will investigate what caused the problem and attempt to reprocess the order. UPS and FedEx offer free returns for undeliverable packages. However, USPS charges for undeliverable packages.
How fast are orders processed/shipped out to customers?
Most orders are processed the same business day as long as we receive the order by 2PM.
Do you handle international shipments?
You bet we do! We handle both domestic and international shipments and have an extensive network of carriers worldwide.
What is included with shipping?
If you want, we can incorporate your custom packing materials for your orders as well as any promotional and marketing materials that you would like to include. Texcels Xpedition will never advertise itself in any of the packages it processes for your customer.
Payments
How often will I be billed?
Texcels Xpedition sends invoices out on a weekly basis. You will receive automatic notifications when new invoices are ready. Each invoice shows a detailed breakdown of all the services utilized within a specific billing period.
How do I address billing errors?
Texcels Xpedition will happily work with you to correct any billing errors or answer questions. Customers have 30 days to notify us of any invoicing issues.
Which forms of payment do you accept?
Texcels Xpedition accepts ACH withdrawal from U.S. bank account, a prepaid escrow account. We also accept Ethereum, Litecoin and Bitcoin.
Is there any extra charge for picking up items rather than having them sent from your warehouse?
No, there are no additional costs associated with order pick up. We believe in transparency and all services with charges are communicated to you ahead of time to avoid any unpleasant billing surprise.
Is there any extra charge if I need orders combined or consolidated?
No, we offer package consolidation service, so you can reduce the number of packages required to be shipped and subsequently save money. This is a courtesy service and we don’t charge anything for combining/consolidating your packages.
What discounts do you have available for customers?
We have several discounts and programs for our customers, so they can save even more in addition to our already low prices. Our startup programs, bulk shipping discounts or crowdfunding projects solutions offer discounted services. Feel free to contact us to find out what kind of savings we are able to extend to your business.
If you have a question that we haven’t answered – please, call us and we will be happy to answer any question you might have.
