ACCOUNT INFO:
What information will I be required to set up an account?
You will fill out:
Your Name, your Business Name, Address, Phone, e-mail address, and completed Client Application. Registration minimizes the time you will spend filling out information on future orders.
Where do I log in to my account?
In the menu at the top of the website there are two places to log in:
Look for the "New Members" LOGIN button on the top menu or
Select "Track My Order". On the main menu, you can also select the Login Page.
What should I do if I forget my login information?
Select "I forgot my password" below the login area or send us an email to customerservice@fulldistributors.com
PACKAGE INFO:
Do I need to pack my merchandise myself?
Yes, all merchandise must be boxed and well packaged before the driver arrives at the pickup location. If you are sending documents or small items, it is better to send them in special envelopes. You could visit our Packaging Tips section for more information. If you don’t have packaging materials at your disposal, you can ask for our Pack & Ship service. If you want to buy packaging materials, but don’t want to carry lots of inventory, go to our Packaging Store.
Do I need to know the dimensions and weight of my package?
Yes, and they need to be accurate measurements. Sometimes errors can result in additional fees being charged by the courier you selected. Some companies such as FedEx and UPS charge by dimensional weight which takes into account the specific dimensions of the packages.
Is there a maximum weight or size of a package I can send?
Maximum weights and dimensions differ from courier to courier, but you will not have to worry about that because our system only allows you to book items with a courier that follows carrier restrictions. The customer just has to make sure that they give the accurate weight and size of their package because it will be weighed and measured by the courier and if the information is incorrect, there will be additional charges. If the package is overweight and it does not follow carrier restrictions, the customer will be notified by the system.
Can a driver refuse to collect my order?
Yes, your order may be rejected by the driver for the following reasons:
The merchandise is not boxed properly.
There is not sufficient internal cushion on the package that prevents its contents from shifting.
The package does not have a barcode label. You must print the barcode label as soon as you finish your order and attach it to your package.
The merchandise is a prohibited item.
If the weight and dimensions are incorrect and the packages are bigger or weight more than the restrictions allow, the driver may not be able to collect your parcel.
Can my package be returned before delivery?
Yes, it may be returned if it has restricted or prohibited merchandise or if the appropriate documentation has not been filled out. If the authorities find a prohibited item in any of your boxes, your shipment will be halted and you must pay penalties.
What happens if the package is delivered to the wrong address?
If the sender wrote the address correctly, and the carrier delivered to the wrong address, the carrier is responsible for sending a new driver to pick up the package and deliver it to the correct address.
If the sender wrote the address incorrectly, he could go to the address it was delivered and ask for the package himself, or make a new package pickup order for our driver to pick up at the incorrect address and deliver it to the correct address.
TRACK A SHIPMENT:
How do I track a shipment?
Go to any of the “track package” in our website and write your tracking number to get a report on your package status.
Can I cancel or change the address before a shipment is delivered?
If you need to amend or cancel an order, please contact our customer service department by phone or at customerservice@fulldistributors.com Our representatives will call you back as soon as they get your message to see if it is still possible to make changes. If you request a cancellation and it is approved at least 24 hours in advance of collection, you will be granted a refund. If it is already in transit, we’ll do our best to comply.
Why I did not get a confirmation email, even thou my shipment was delivered?
Make sure you include your email address when you create your account in our online system and then add customerservice@fulldistributors.com to your address book. That way our emails will not be moved into a Spam, Junk, or Deleted folders you might have in your email account.
Is there a reason my parcel has not arrived?
FullDistributors will make every effort to deliver your shipment, but some unforeseen circumstances could affect the estimated transit time, such as extreme weather conditions, road closures, traffic accidents, among others. Check our tracking page for updates on your shipment. If you still have questions, please contact our customer service department.
SERVICES:
What services do you provide?
Same Day, Next Day, 2nd day and Ground Delivery, Less than Truck Load, Truck Load, Air, Train, and Barge transport.
Does someone need to sign for the shipment?
Yes. A business or work address is perfect for your deliveries. You could add up to three persons to sign for your shipment.
Can I schedule my deliveries in advance?
Of course. You can book your shipments up to five business days in advance.
Can I order over the phone?
All our bookings must be made online.
RATES AND PAYMENT:
Where do I get a rate quote?
First, you have to create an account and get a confirmation email. Then you can log in on our page, where our online system will automatically give you a quote. If you manage high volumes and you are looking for a discount rate, you can become one of our Business Account customers. Send us an email at customerservice@fulldistributors.com and one of our representatives will contact you quickly.
What payment methods do you support?
We offer quick, simple, and secure online payment via PayPal. If you don’t have a PayPal account, don’t worry. You don't have to create an account to pay through PayPal. PayPal supports Visa, MasterCard, American Express, and Discover. Business Accounts have the option to get a Subscription Plan or a Credit Plan depending on their shipment volume.
DELIVERY TIMES:
What are your collection and delivery times?
Our delivery times in Puerto Rico are from 8:00 am to 5:00 pm to work or business addresses only.
In South Florida, collections and deliveries are made from 9:00 am until 8:00 pm in residential areas, and from 8:00 am until 5:00 pm for business addresses. We suggest that you select the largest possible window of time for a collection when placing an order. Collection schedules can from time to time be impacted by traffic delays or other issues such as incomplete pick-up address information.
Is weekend delivery available?
Definitively. FullDistributors can manage deliveries on Saturdays and Sundays, except in Puerto Rico, where deliveries are from Monday thru Friday.
What is your holiday schedule?
FullDistributors acknowledges six major holidays: New Year's Day; Memorial Day; Independence Day; Labor Day; Thanksgiving Day; Christmas Day. No service is provided on those days.
There are CUT-OFF days during the Christmas Holidays. Deadlines for mail and packages that need to arrive by Christmas Day are established following the guidelines of the USPS. These are the Cut-off days for these holiday season:
Standard Post.........................................................................Dec. 12
First Class or Priority Mail...................................................... Dec. 20
Shipments (more than 100 miles from collection point)..........Dec. 15
Local Deliveries (100 miles radius).........................................Dec. 22
Ready to order delivery service for your company? Go to our Delivery and Transport Page and ask for a quote.
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