Frequently Asked Questions

Delivery and order processing

  • Do you organize transport from the supplier to the warehouse?

    Yes, this is within our cooperation scope, as we can handle our clients' orders at the supplier’s point of manufacture and organize transport to our warehouse. We carry out transport of small shipments or pallet shipments, as well as shipments adjusted to non-standard sizes.

  • Can I entrust you with the control of warehouse stock and orders from suppliers?

    Yes, to make it easier for eShops to cooperate with us, we offer, as an optional service, assuming control of warehouse stock in shops and inform when a product should be ordered. We can also supervise cooperation with your suppliers and the placing of orders on behalf of our clients.

  • How does the goods acceptance procedure work?

    Delivered goods are handled based on eShop 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, 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?

    Within our services, we offer re-packaging or change of packaging into accumulated packages, kit builds, labeling. We can also prepare products for a professional photo session. 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.

Warehause

  • How do you store products?

    Storing is adapted to the sort, size, and quantity of products. Goods are stored both on the shelves and pallets, in the way it provides their storage safety. Our warehouse is adapted to a number of industries that require special storage: food products and supplements, clothing, furniture, cosmetics, toys, and items for children. The adequate storage temperature is maintained in the warehouse, which is 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 prepared according to the individual client’s instructions–we pack as gifts, add leaflets, samples, or other inserts. If there’s such a need, we provide packaging materials with the company logo. 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 do we guarantee the accuracy of the order?

    We use an advanced warehouse system, which enables us to locate a product in the warehouse precisely. We process orders based on the barcodes, and every product is being verified twice prior to shipping.

Shipping

  • How do you handle shipping?

    Each order is prepared according to product and quantity specifications. Orders placed until 6:00 pm are guaranteed to still be dispatched to a customer on the same day.

  • How can I keep track of the orders processing status?

    Omnipack and the client’s shop systems are integrated via a special platform. In this panel, the client has their own account, which provides the 24/7 insight into each order: processing status, a package number, and the history of the package transportation. 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 – 48 h, 24 h, same-day packages (we can guarantee that an order will leave the warehouse before 4 pm) 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 courier contract?

    Yes, we can also run deliveries within the client’s contract with a courier.

System integration

  • Can I integrate your service with my eCommerce platform?

    You sure can! We have integrations with all of the most popular eCommerce platforms on the market.

  • What does the system integration look like?

    We provide the configuration of appropriate parameters and ‘pin-up’ the sales platform with 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

  • Are stored goods insured by Omnipack?

    Omnipack warehouses are insured. However, this doesn't exempt an eShop from not having its own goods insurance. In the case of damage, e.g., fire, the client reports it to their insurance company. At the beginning of the cooperation, we ask the client to present the insurance. The insurance estimate should correspond to the value of the goods with which the client and insurance company should agree. Na etapie rozpoczęcia współpracy wymagamy okazania ubezpieczenia posiadanego przez Klienta. Kwota ubezpieczenia powinna być adekwatna do wartości towaru, o co powinien zadbać Klient przy ustalaniu warunków umowy z ubezpieczycielem.

Handling returns

  • Do you handle returns?

    Yes, handling returns is one of the unique services that we provide at the client's request. We have professional personnel who deal with accepting and processing the returns on behalf of the Shop. After receiving the returned product, we verify it (according to the client's instructions), and then inform the Shop on the processed return. In the case of no collection by a customer, the order is returned straight to the warehouse. We make sure the product is undamaged (that's within our standard procedures), and we place it back in the warehouse.

Payment model

  • How do I pay for the services?

    We offer a transparent settlement model – every month, the client receives a cost statement for each service: warehousing, packaging, delivery process, materials, and special services (if outsourced). Thanks to this, the client knows what costs to expect at each stage of the cooperation, and he or she doesn’t have to invest their own capital in any element of the cooperation.

The most popular questions

  • How much does fulfillment cost?

    Each cooperation is calculated individually, and the final price depends on the number of parcels sent each month, occupied storage space, types of packaging, and additional non-standard services. Every client receives an invoice once a month, with all services and elements described. The client pays only for services that have been performed. This means that in months of lower sales, you pay less. Our fee includes: - Individual analysis of your situation and needs - Attractive courier rates - IT integration consultancies - Access to innovative logistics tools (Merchant Portal and Return Tool) - Access to our eCommerce expertise

  • How does fulfillment work?

    The fulfillment service is all about outsourcing all of your logistics processes to an external company. Every time your customer places an order in your store, the information about it is instantly sent to our system. Next, we pick and pack this order and ship it. Additionally, we can handle returns on your behalf and minor product repairs or service and put products back in stock.

  • What does this cooperation look like?

    We are responsible for performing all the client’s logistics processes. The client has a constant insight into all operations via online tools (Merchant Portal and Return Tool). Each client gets a dedicated account manager who answers all of your questions and dispels doubts. The service is settled monthly. We also have the Merchant Success department that takes care of your sales by analyzing your processes and performance.

  • What does onboarding look like?

    Onboarding is the first stage of cooperation with the logistics operator. This process can be divided into three phases: Preparation (we gather information and schedule the process), integration (we integrate the client’s eCommerce platform with our Warehouse Management System), and the operational phase, during which we ship trial orders and verify if everything works properly. Typically, the onboarding process takes 3-4 weeks.

  • How do you store products?

    Storing is adapted to the sort, size, and quantity of products. Goods are stored both on the shelves and pallets, in the way it provides their storage safety. Our warehouse is adapted to a number of industries that require special storage: food products and supplements, clothing, furniture, cosmetics, toys, and items for children. The adequate storage temperature is maintained in the warehouse, which is 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 fulfill orders placed by 6 pm on the same day. Because our warehouse is located near the Polish-German border, orders for the DACH region (Germany, Austria, Switzerland) are fulfilled in the Next Day standard. The delivery time to other countries is typically 2-4 working days.

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