The Shtiks Client Playbook

At Shtiks, we are committed to providing exceptional logistics services to our clients. As part of our dedication to transparency and efficiency, we have developed this comprehensive policy to outline our processes and guidelines. This policy serves as a guide for our clients, ensuring a clear understanding of our procedures, services, and expectations. By adhering to this policy, we can establish a strong partnership based on trust, reliability, and mutual success.







Inbound Services

Inbound Methods: We provide a range of flexible inbound methods to suit your specific requirements. This includes the acceptance of different container sizes such as 20′, 40′, and HQ containers, as well as options for full truckload and less than truckload shipments. Additionally, we are equipped to handle small parcel deliveries for smaller shipments.

Inbound Types: Our inbound services cover various types of shipments, including floor loaded, pallet loaded, and loose cartons and packages.

Handling and Processing

Docking, Devanning & Segregation: Our state-of-the-art facilities provide ample docking space for fast and efficient unloading of your inbound shipments. Our experienced team handles the devanning process with utmost care and precision, ensuring your products are safely and accurately unloaded. Additionally, we offer segregation and sorting services to streamline your inventory, preparing it for quick distribution. Your shipments are in good hands with our dedicated team and efficient processes.

Palletizing and Wrapping: Our expert team specializes in palletizing your inbound shipments, ensuring they are properly secured for transportation and easy handling. We also offer wrapping services to provide an extra layer of protection during transit and storage. Your shipments will be handled with utmost care to ensure they arrive in excellent condition.

Receiving: Our dedicated receiving services ensure that your shipments are promptly checked in and meticulously tracked in our system for easy access and efficient inventory management.

Additional Services

Labeling, Packaging, and Assembly: In addition to our core services, we offer labeling, packaging, and assembly solutions to optimize your inventory management, protect your products, and enhance the efficiency of your supply chain.

Inbound Policy

At Shtiks, we understand that efficient inbound logistics are vital to the success of your supply chain. To ensure a smooth process, we have developed the following policies:

Catalog Information: In order to accept any inbound goods, we must have the digital catalog information in our system including SKU#, Items description, Value per Unit, UPC, FNSKU#, Unit Dims and Weight, Units per master carton, Master carton Dims and Weight. 

Click here to download our catalog upload sheet. 

Scheduling: We require all inbound shipments to be scheduled with us at least 5 business days in advance of the expected delivery date. This allows us to prepare our facilities and staff to receive your shipment promptly.

Click here to schedule your inbound. 

Unscheduled Deliveries: Unscheduled deliveries will result in longer wait times and additional receival fees as needed. To avoid any unnecessary delays or fees, please ensure all deliveries are scheduled in advance.

Pallet-In-Pallet-Out: To ensure efficient inventory management, pallets must be labeled on all sides with a scannable barcode containing the SKU number. Failure to do so may result in delays or additional labeling fees.

Master Cartons: Product outer cartons must only contain one single SKU. Mixed SKU cartons will be subject to extra repacking and labeling fees.

Carton Labels: Each carton must have two labels on opposite sides containing a scannable barcode with the SKU number. The carton must also include a clear description of the product, SKU number, and carton quantity. Failure to include this label will result in delays and extra labeling fees.

Unit Barcodes: If we need to pick your items by unit, each unit must include a scannable UPC or SKU number that matches your catalog detail information in our system.

We are committed to providing exceptional inbound logistics services that meet your unique business needs. If you have any questions or concerns about our policies, please do not hesitate to contact us.


We offer a range of outbound services to cater to your specific shipping needs

Outbound Services:

Bulk Orders, Wholesale, and FBA Restocking: If you have a substantial quantity of products to be shipped, such as large orders, wholesale shipments, or the need to restock inventory for Amazon FBA, we offer comprehensive services to manage the entire process on your behalf. This includes handling order fulfillment, packing, and shipping. Additionally, if you require trucking services for transportation, we can arrange that as well.

Retail Fulfillment and SPD (Small Parcel Deliveries): If you sell products directly to your customers, we offer efficient solutions to fulfill these orders promptly. Our advanced system compares shipping rates from various carriers, such as UPS, FedEx, DHL, and USPS, to determine the most cost-effective and time-efficient option for each shipment.

Outbound Methods

Full Truck Load (FTL): If you have a large shipment that requires an entire truck, our FTL service is the ideal option. It provides dedicated space for your products, ensuring efficient and secure transportation.

Less than Truckload (LTL): For shipments that do not require a full truck, our LTL service allows you to share the truck space with other shipments. This cost-effective option is suitable for shipping by pallet.

Small Parcel: When shipping smaller packages, we provide small parcel services. This is ideal for lightweight or individual items that can be sent via popular carriers like UPS, FedEx, DHL, or USPS.

Shipping Options

Trucking Brokerage: We offer trucking brokerage services where we take responsibility for the shipment beyond our warehouse operations until it is delivered. This option provides peace of mind and seamless transportation for your goods as well as special shipping rates with our partners in logistics.

Use Your Own Trucker: If you have a preferred trucker or logistics provider, you can arrange for them to pick up the shipments from our facility. Simply provide us with the necessary details, and we will coordinate with your designated trucker to ensure a smooth pickup process.

Contracted Carriers: If you opt for our retail fulfillment services, you can take advantage of our special contracted carrier pricing. Our system will price shop between carriers such as UPS, FedEx, DHL, and USPS to determine the most cost and time-efficient way to ship your order. The carrier billing will be forwarded to you on our weekly invoice, along with a 15% service fee to cover our handling and shipping management. For more information about carrier billing please see our billing policy. 

Own Carrier Account: Alternatively, you have the option to ship under your own carrier account or via a sub-account under our contract. With this option, you will directly pay the shipping invoices to the carrier. However, please note that choosing this option will disable our price shopping capability in our system. Additionally, a maintenance fee per shipping account will be charged.

Outbound Policy

Bulk and Wholesale Orders: We carefully pick and pack your products for bulk orders and wholesale shipments. Our goal is to ship these orders within 3 business days.

FBA Shipments: If you’re sending products to Amazon FBA, it’s important to have scannable FNSKU numbers on the cartons. The SKU numbers you provide must match the labels on the cartons to avoid delays or additional labeling fees.

Trucking Updates: If we handle the trucking for your shipment, we’ll keep you updated on the pickup and delivery status.

Shipment Pickup: For shipments where you choose to use your own trucker, we will still keep you updated on the progress of your shipment. We understand the importance of staying informed, and our team will provide regular updates so that you are always aware of the status of your goods. Please ensure you pick up the shipment within 24 hours from our staging zone to avoid additional fees.

D2C Fulfillment: If you sell products directly to customers, we aim to fulfill those orders within 2 business days, but often ship them out even faster.

Whether you choose our trucking brokerage services, contracted carrier pricing, or prefer to use your own trucker, we have flexible options to accommodate your outbound shipping requirements. Our experienced team will work closely with you to ensure that your shipments are transported efficiently and delivered on time.

If you have any questions or need further assistance regarding our outbound services, please feel free to contact our customer support team. We are here to help you navigate your shipping needs and ensure a smooth and reliable transportation experience.

Storage Solutions

At Shtiks, we offer secure and efficient storage solutions for your goods in our strategically located warehouses in LA, NY, and PA. Our facilities are designed to store non-hazardous and non-refrigerated goods that can be accommodated on standard pallets. If you have specialized storage requirements, please contact us to discuss your specific needs. Our warehouses are staffed with experienced personnel and equipped with advanced technology to ensure the smooth handling and organization of your inventory.

Accurate Inventory Management: To maintain accurate inventory management, we utilize a zone, location, and bin system within our warehouses. This system allows us to precisely track the location and quantity of each unit in our system, ensuring efficient retrieval when needed. We also employ pallet racking and carton shelving, offering flexible storage options based on your specific requirements. Additionally, we provide non-stackable storage for items that require special handling or care.

Self-Serve Software: As our valued client, you will have access to our comprehensive inventory management and order processing system, Sellercloud. This user-friendly platform provides real-time inventory data, order tracking, and various tools to streamline your operations. With Sellercloud, you can efficiently manage your inventory, track order fulfillment, and stay updated on the status of your shipments. This transparent and self-serve approach empowers you with greater control over your business processes.

Specialized Items and Inquiries: Please note that our storage facilities are primarily designed for standard palletized goods. If you have any unique storage requirements or specialized items, we encourage you to contact us to discuss potential solutions. We are committed to finding suitable storage options to meet your specific needs.

Insurance Coverage: Our facilities are not insured for your inventory. It is important that you secure your own insurance coverage to protect your goods while they are stored with us. We can provide recommendations for insurance brokers who can assist you in obtaining the necessary coverage for your inventory.

We take pride in our modern and well-organized warehouses, supported by efficient technology and systems. Our goal is to provide you with secure, organized, and reliable storage services to meet your business needs. If you have any questions or require further information, please don’t hesitate to contact us. We look forward to serving you.

Warehouse Storage Zones

At Shtiks, we have implemented various storage zones within our warehouse to optimize efficiency and speed in our logistics operations. Each storage zone serves a specific purpose in the handling, storage, and retrieval of inventory, ensuring swift and accurate order fulfillment for our clients. Here are the different storage zones we have:

Storage Zone
Storage Type
Closed Pallet Zone
Racking for pallets that need to go out the same way they were stored without opening them. Slow traffic area with limited access for bulk pallet picking only.
Closed Pallet Zone
Racking for pallets that need to be opened and require frequent access for order picking. Higher traffic area with easy access by all designated personnel.
Closed Carton Zone
Shelving for cartons that need to go out the same way they were stored without opening them. Slow traffic area with limited access for bulk carton picking only.
Cu Ft
Open Carton Zone
Shelving for cartons that need to be opened and require frequent access for order picking. Higher traffic area with easy access by all designated personnel.
Cu Ft
Bin & Small Unit Zone
Area designated for storing small items and individual units. Located in a separate area for efficient putaway and picking.
Cu Ft
Staging Zone
Area designated for order staging prior to shipping. Helps ensure efficient outbound processing and minimize product handling.
Specialty Zones
For the storage of returns, damaged goods, and other specialty items. Includes zones for temperature-controlled or flammable items and other unique storage requirements.
Cu Ft

By utilizing these storage zones effectively, we can maintain organized inventory management, minimize errors, and expedite order processing. Our goal is to provide seamless and efficient logistics services to our clients. If you have any questions or require further information about our warehouse storage zones, please feel free to contact us.

Returns Policy

At Shtiks, we have a comprehensive returns process in place to ensure that only sellable items are put back into stock. Here’s an overview of our returns process:

Customer Returns: When customers need to return an item directly to us, we kindly request that you schedule the return with our warehouse in advance. This helps us ensure a smooth and efficient returns process. Failure to schedule returns may result in delays.

Bulk Returns: For bulk returns from other warehouses, such as Amazon FBA, it is important to schedule the return directly with us in advance. Please note that the auto-return setting on Amazon may not align with our specific process. By scheduling the return with us, we can ensure that the return is properly tracked and managed, facilitating a seamless process for both parties.

Each bulk return must be created in our system as an inbound, and the label for the returned goods should contain the inbound number (PO#). It is important to include the inbound number on the label (in the ship to 2nd field) to ensure accurate and efficient processing. Additionally, please ensure that each return inbound is associated with only one SKU. Failure to comply with these requirements may result in additional fees to cover the extra handling and processing involved.

Inspection: Once a return is scheduled, our warehouse team conducts a thorough inspection of the returned items to determine their sellability. We follow a rigorous assessment process to ensure that only sellable items are put back into stock.

Unopened Returns: Unopened packages are typically deemed sellable and can be placed back into stock. These items undergo a visual inspection to ensure they are in good condition and suitable for resale.

Opened Returns: Opened packages require a more detailed quality assessment. Our team checks for any visible damages, such as fluid leaks, tears, stains, or traces of foreign materials. We also inspect for specific issues like chipped glassware, missing sets, dents, or unusual odors.

Quality Assessment: During the quality assessment process, we carefully examine each returned item to determine its sellability. We prioritize maintaining high-quality standards to ensure customer satisfaction and the integrity of our inventory.

Unsellable Items: In some cases, returned items may not meet our sellability criteria. These items are classified as unsellable and require further action. As part of our quality assessment process, we may take photos of the unsellable items to document their condition. These photos serve as visual evidence and assist in determining the appropriate course of action for the items.

Client Decision: For unsellable items, we offer two options. Firstly, we can temporarily stock the unsellable units, allowing you to make a decision regarding their fate. You can choose to have the items returned to you or disposed of, based on your preference and specific circumstances.

We strive to make the returns process as seamless as possible while maintaining the highest standards of quality and service. Should you have any questions or need further clarification on our returns process, scheduling returns, or specific requirements for bulk returns, our dedicated customer service team is available to assist you.

Please note that the details and terms of our returns process may vary based on the nature of the products or services provided. For a comprehensive understanding, we encourage you to review our complete returns policy on our website or reach out to our customer service team for any specific inquiries or exceptions.

Note: The specific details and terms of our returns process may vary depending on the type of products or services provided. We recommend contacting our client care team for any specific inquiries or exceptions.

Billing Policy

At Shtiks, we are dedicated to providing exceptional service to our clients and their customers. A streamlined and efficient billing process is a vital aspect of delivering this service. Here’s an overview of our billing policy:

Billing Cycle: Our billing cycle runs on a weekly basis, from Monday to Sunday. Each week, you will receive an itemized invoice that details the charges for the services rendered.

Billing Details: We prioritize transparency and accuracy in our billing process. Our invoices provide a comprehensive breakdown of the charges, allowing you to easily track and manage your financial obligations.

Payment Terms: Our standard payment terms require payment within 7 days from the invoice date. We understand that some clients may require extended payment terms, and we are open to discussing alternative arrangements such as factoring solutions to accommodate your specific needs.

Collections: Timely payment is crucial for us to maintain the smooth operation of your logistics services. In order to ensure the seamless running of our operations and uphold our commitment to delivering exceptional service, we kindly request that all outstanding balances be settled promptly. 

To encourage timely payments, we have implemented a structured collections procedure. In the event that an invoice remains unpaid after the due date, we will send you reminder notices to draw your attention to the outstanding balance. We understand that unforeseen circumstances can occur, but prolonged non-payment may necessitate the application of a 6% financing credit interest fee. This interest fee covers the financing costs associated with managing overdue accounts. Furthermore, if an invoice remains unpaid for an extended period, we may need to temporarily suspend outbound shipments until the outstanding balance is resolved. 

Outbound Release Pause: In cases of overdue accounts, an outbound release pause may be applied. For open balances 60 days or more, outbound orders will be held until the balance is settled. If the account has accumulated over 30% in SPD billables, this policy will take effect after 30 days open. Our aim is to ensure smooth operations and uphold our partnership while focusing on efficient service delivery rather than collections efforts.

It is our priority to work closely with you to avoid any disruptions in your operations. Our aim is to maintain a positive and productive partnership, so please do not hesitate to reach out to our dedicated billing team if you have any concerns or questions regarding your invoice.

Questions and Disputes: We value open communication and encourage you to promptly notify us of any questions or disputes regarding your invoice within 30 days of the invoice date. Our dedicated billing team is here to address any concerns and provide the necessary assistance. After this period, the invoice will be considered final.

SPD Billing: If you choose to utilize our contracted carriers for retail fulfillment, we will invoice your account for the exact charges forwarded from the carriers, along with an additional 15% service fee. This includes all carrier surcharges, such as fuel, residential, peak, etc. While we do not take responsibility for any discrepancies in SPD carrier billing, we are committed to assisting you and working with the carrier to resolve any billing discrepancies that may arise.

Payment Methods: We offer multiple payment options to facilitate convenience and flexibility. Wire transfer or Zelle is our preferred method, as it ensures secure and efficient processing. We also accept payment by check and credit card. Please note that credit card payments will incur a 3% processing fee, which covers the costs associated with card transactions.

Inventory Cleanout: Invoices related to inventory cleanout must be paid in full upon receipt. Release of the goods will be authorized only after the payment has been cleared and reconciled.

Our goal is to establish a seamless experience for our clients, allowing you to focus on your core business while we handle the logistics. By adhering to our billing policy, we can ensure the necessary cash flow to consistently deliver outstanding service and support the growth of your business.

Should you have any further inquiries or require clarification on any aspect of our billing policy, please do not hesitate to contact our dedicated billing team. We are here to assist you.