CUSTOMER
SUPPORT
Everything we do here at Terrafyx surrounds our core value to help businesses thrive. We are well-aware of the fact that our very existence depends on your business success. When our interests are so closely aligned, you can rest assured we will do everything in our power to make sure your customers are well taken care of.
We have compiled a list of the most commonly asked questions in the FAQ section. If your question went unanswered, please get in touch with us via phone, email or our ticketing system and we’ll be happy to help.
Getting Started
How do I subscribe to one of your plans?
Signing up with Terrafyx is fast and easy. Simply fill the form and choose a plan that you like. As a new customer, your first two weeks are always complimentary. After that, if you need to customize your plan, get in touch with us and we will help you customize your plan.
How much do you charge?
We have different levels of subscriptions. You can choose to subscribe to our monthly or pay-as-you-go model. The cost depends on your plan and/or usage (usage-based billing is only applicable to the pay-as-you-go model). You will always know how much you will pay in advance. There are no hidden fees – EVER.
What are distributed warehouses I keep hearing people talk about?
Simply put, we have an extensive network of warehouses throughout the nation. When you subscribe to Order Fulfillment with us, we strategically place your inventory that is closest to your customers. When an order is placed, we fulfill the order from a location that is closest to your customer. This helps you save on shipping costs while your customers enjoy blazing fast shipping. This is the best of both worlds – no wonder you heard people chattering about it!
System Integration
How do I know if my website is compatible with Terrafyx’s system?
Terrafyx offers the most versatile, flexible and scalable solution that is compatible with most major eCommerce technology. If you have a custom-built website, we will work with your developers to ensure the proper interfacing is in place to facilitate a smooth transition.
How long does it take for the entire integration process to take effect?
Our IT team takes great pride in completing the system integration quickly and efficiently so your customers can enjoy a seamless shopping experience. It usually takes a few hours to integrate your existing system to our system, however, our staff will ensure that there’s no downtime even when the systems are undergoing maintenance.
Do I have to use your software? What if I choose not to?
While we strongly encourage our customers to use our software, you are in no way obligated to use it. Most of our customers love our system as it offers them a central location to handle many aspects of their business. Also, powerful AI and other business analytics tools that make our system one of the most sought-after business utility systems in the eCommerce world.
Shipping
What is the minimum monthly order volume for a business to participate in your fulfillment plan?
There are absolutely no minimum or maximum limits enforced on our customers. You can run your business any way you see fit, we will fulfill your orders no matter what the volume is.
My business deals with hazardous and/or fragile materials. Can I participate?
Absolutely! In fact, we are experts in handling hazardous and fragile materials. We maintain EPA certification and conform to all local and federal laws when handling hazardous materials. We welcome your business!
One of my customer orders was undeliverable, what will happen to that shipment?
If an order is returned because it was undeliverable, the carrier will return the order to us. We will attempt to contact the customer and reship if possible. USPS may charge return shipping for undeliverable packages; other carriers offer free returns on undeliverable packages.
Generally speaking, how long does it take you to process an order?
Any order received before 2 PM on weekdays, will be processed the same day. Orders received after 2 PM or over the weekend will be processed the following business day.
Can Terrafyx help our business with overseas shipping?
Indeed! We specialize in international shipping and offer various shipping options at the lowest rate possible. We have the largest network of shipping carriers in the world.
How much do you charge for packaging and/or shipping supplies?
Absolutely nothing! Yes, you heard it right! We offer complimentary packaging and shipping supplies for generic/unbranded boxes. However, if you want to use your branded boxes, there will be additional charges.
Payments
How often can I expect to receive an invoice?
We bill our customers on a weekly basis. You will receive a system-generated notification when an invoice is delivered.
What do I do if something on my invoice doesn’t seem right?
Simply call or email us and we will work with you to answer your question or correct any issue. We ask that you notify us within 30 days to address any billing discrepancy.
How do I pay my bill?
You can either pay us using a U.S. based bank account or various cryptocurrencies, including Ethereum, Bitcoin, or Litecoin.
If I choose to consolidate packages to maximize savings, will you charge me for the consolidation service?
No, we do not charge for package consolidation. As you mentioned, it helps you save even more by cutting shipping costs.
What discounts are available to customers?
We offer the most competitive rates in the industry. To make it even a better deal, several discounts are also available. Check with your representative to make sure you’re taking advantage of all the discounts available to you.
If your question went unanswered, please call us and we will be happy to address any question you may have.
