BUSINESS FAQ

How do sellers know when they have a sale?

Sellers will be able to see the order in Seller Portal and will be notified by email.

At launch, which countries will Aeropost be targeting?

We will role out to all of these countries https://aeropost.com/site/en/country-picker

Is the selling of our category, health supplements, not an issue across the different markets you're targeting?

We will be going through all item classes by country and designating any restrictions or custom holds. So you would not be responsible for any of that. If there is a restriction in one of the countries then we would not show the item available there.

When we send from our US warehouse to your Miami warehouse, will each individual bottle (or bottles) included in any one order have the customer's details on the packaging label?

The package label should have the customers name, the shipping address and tracking #

Your RSP prices will be higher due to double shipment charges. Will that not affect sales?

As long as your retail to us is the same it will be the same or better as our costs are cross border shipping costs are lower than others.

Does your service fee include the add on (taxes/shipping etc) costs?

There are no other fees than the commission rate

Will customers see my customized return/ refund policy on my profile?

All sellers are required to utilize Aeropost’s return policy.

When and how does a seller issue a refund?

Sellers should wait until the item is returned and then issue a refund.

Will I get my full commission returned to me once the item is refunded?

If the item is returned to the seller, it will be refunded less $3 per order. If the item is not returned the seller, the seller will receive a full refund.

How are fraud and wrong address purchases being handled?

Aeropost’s payment fraud protection helps eliminate fraudulent orders for seller’s products. Seller’s ship items to Aeropost’s warehouse, after that Aeropost is responsible for getting the item to the customer.

How will it work when a customer is responsible for paying for return shipping?

The customer will contact Aeropost’s call center. Should Aeropost determine the item is acceptable to return Aeropost will work with the seller to provide an RMA. If the return is a customer return reason, then the shipping would be deducted from the refund to the customer once the seller has received the item.

Will a seller be able to sell both internationally and locally from the same account?

No. The seller would need to create two separate accounts.

Can sellers add a secondary email for notifications i.e., customer support, inquiries and return notifications?

Does Aeropost support sellers outside of the US? Given they can still ship to US customers.

Any seller who can meet Aeropost’s requirements and policies is eligible. The two key requirements are (a) registered as a business in the US, (b) can ship from within the US. All other policies still apply.

Will seller’s customer service department be able to reply to emails directly, or will sellers use Aeropost to relay messages back and forth?

Aeropost will manage all communications between customers and sellers.

What do we do if a customer says they did not receive the package?

Sellers are shipping to Aeropost’s Miami warehouse and then Aeropost is responsible for ensuring the customer receives the item. Aeropost will have verification of if the customer has received the item or not.

What do we do if a customer says the product is damaged and/or they claim that the product did not come in the condition as advertised?

If a damaged box arrives at Aeropost’s domestic warehouse Aeropost will open the package to ensure the items inside are not damaged. If the items are not damaged Aeropost will repack the items and continue to send to the country of purchase. If the items are damaged Aeropost will reach out to the seller to ship another and to send the damaged items back.

Will sellers be able to ship with any carrier?

Yes, sellers are able to ship with any carrier.

Can sellers offer faster shipping? Does faster shipping get better product placement?

Possibly coming soon to high traffic countries.

Will customers see an expected item arrival date?

Customers will see an expected arrival date range based on seller’s shipping SLAs, how long it takes to get to the destination country and through customs.

When shipping heavy bulky items, are freight carriers allowed? If so, how will a delivery be scheduled to arrive at Aeropost’s warehouse?

Yes, freight carriers are allowed. Aeropost will have a phone number for deliveries to be scheduled through.

Will there be shipping to Hawaii, Puerto Rico, Alaska) & PO Boxes.

Aeropost does not ship to US territories or PO Boxes. However, Aeropost is looking into shipping to Puerto Rico in the future.

On the future plan of paying per listing over the included package of listings, is that per month?

The pay per listing will be monthly.

Will sellers be able to monitor other sellers that break MAP Pricing?

MAP should not be an issue as the price that will be presented to Aeropost’s customers will include duties and freight. The customer will see the final price of the item.

How will seller’s listing be shown on the website. Are any promoted?

Seller’s listings will be shown in both navigational and search results ranked based on visits, sales and conversion. Sellers have the ability to purchase sponsored ads and sponsored products.

Will a seller's storefront show a specific address, about us, a phone number, and reviews once available?

Seller’s will have access to several storefront templates. The template will show reviews and followers but not contact info. We are looking to add an About section for the seller’s as well.

Shipment label requirements

Help ensure your products arrive safely and quickly at our Aeropost fulfillment center by following these important requirements for shipment labels and inventory packaging.

After you download your orders, determine the appropriate shipping method and carrier to use, and are ready to ship to Aeropost, it's time for labeling and packaging.

Small parcel deliveries (SPDs) are for items packed in individual boxes, and the shipping boxes are individually labeled for delivery. These are normally smaller shipments that are sent through DHL, UPS, FedEx, or local postal services.

Less Than Truckload/Full Truckload (LTL/FTL) shipment combines individual boxes on pallets for delivery.

Each box and pallet you ship to the Aeropost fulfillment center, including one or more units sent in a brown box, must be properly identified with a unique box ID and pallet label. Follow these guidelines for labeling your boxes:

Print the full set of labels. Because each label is unique, don't photocopy, reuse, or modify labels for use on additional boxes.

Labels support measurement of 3 1/3 x 4 inches. If you have a thermal printer, you now have the option to print directly in a 4 x 6 inches format by selecting thermal printing paper in the box and pallet label printing options.

Don't place labels on a seam or opening on the box because they will be damaged when the box is opened. Place the carrier label (UPS, FedEx, or other SPD carrier) on a flat surface of the box so the barcodes don’t fold over the edges or corners.

Both labels must remain uncovered so they are scannable and readable.

Each box in the shipment must have its own box ID label printed from your shipment workflow.

Each pallet you send requires four pallet labels, one on the top center of each side.

If you’re shipping multiple case packs in a larger box, apply the box ID label to the larger box.

You don’t need to apply labels to the individual case packs.

Include the category of the item on the label

If the item contains a battery of any type add Dangerous Goods to the label.

How will variations work? If I have a pair of shoes in 10 different sizes, will that be one listing or 10 different listings with the same image?

Clothing, shoes and other products with multiple colors and/ or sizes will be one listing.