How it works

What we do, andhow you start.

The service lines, the route in from wherever you are today, what we commit to once you are live, and the questions we get asked before every call.

What we do

Seven service lines, one warehouse floor, one invoice

eCommerce pick and pack

DTC order processing with real-time inventory. In before 12PM local, out the same day.

Amazon and TikTok prep

FBA prep to Amazon's own standards, FBM, and TikTok Shop, labeling and routing included.

Retail and wholesale

EDI, routing guide compliance, ASNs, palletization, UCC labeling, chargeback prevention.

International freight forwarding

Factory to our floor, end to end, including customs and FDA paperwork where it applies.

Warehousing and storage

Pallet, shelf and oversized storage on both coasts, every SKU in its own location.

Value-add work

Co-packing, kitting, subscription builds, bundling and re-labeling, all done in-house.

US market entry advisory

Landed cost modelling, freight structure, compliance and rollout planning. Most 3PLs do not do this part.

Getting started

Agreement to first order shipped, in about 14 days

Two routes in. Pick the one that describes you.

Agreement and accountScope, pricing and service levels signed off, then the client information form: billing, shipping preferences, special handling.
SKU data and system setupYou fill the SKU template, we create your Extensiv account and load every SKU, bundle and alias before anything ships.
Store integrationYour store or stores connected for automated orders and real-time inventory sync, with carriers configured.
Test orders and sign-offTest orders run end to end with tracking verified, packing standards approved, then a joint readiness review.
Go liveLive fulfillment begins, customer service becomes your primary contact, and we walk the first invoice through with you line by line.

Coverage

East coast and west coast, from day one

Two warehouses split across the country, so most of the continental US is a short zone from one of them. That is where the shipping cost goes.

Warehouse

Fulfillmate West

Address5275 Market St, San Diego, CA 92114
TimezonePacific (PST / PDT)
PortsLos Angeles / Long Beach

Warehouse

Fulfillmate East

Address1210 25th St Pl SE, Hickory, NC 28602
TimezoneEastern (EST / EDT)
PortsCharleston / Wilmington

Service standards

What we commit to, and what we depend on you for

How we operate day to day. The full legal terms sit in the Warehousing and Fulfillment Agreement.

Cutoffs and turnaround

Orders before 12PM local ship the same day, after 12PM the next business day
TikTok orders before 1PM ship the same day
FBA prep within 2 business days, FBM to agreed timelines
Retail and wholesale within 3 to 5 business days
Returns within 2 business days, inspected and categorized

Inbound receiving

Under 10 cartons, 2 business days
10 to 50 cartons, 4 business days
50 or more, 5 to 7 business days
Containers and truckloads need 30 days notice, smaller deliveries 7 days
Receipts created in Extensiv 48 hours before arrival

Accuracy and systems

99.8% or better order accuracy, barcode-driven pick
Real-time inventory in Extensiv, with your own login
Each SKU in its own location, annual stock take included
Shopify, Amazon, TikTok Shop, WooCommerce, BigCommerce, Walmart and eBay
EDI with routing guides, ASNs and chargeback prevention

Support

support@fulfillmate.us is the primary channel
8AM to 4PM local warehouse time
Response within 4 business hours
Escalation protocols set out in the agreement

Billing and payment

Fulfillment, storage and services billed monthly in arrears
Postage billed weekly or drawn from the prepaid balance
Shipping at cost plus the agreed markup
Invoices due within 7 days, discrepancies raised within 7 days
Rates reviewed annually, carrier surcharges passed through

Where our liability ends

Carrier transit times are not guaranteed
Not responsible for customs, port congestion, weather or labor disruption
Timelines may shift in Q4 and during promotions, so flag volume spikes early
Product insurance is yours to hold
Aged inventory may attract long-term storage fees

What we depend on you for. Accurate SKU data and barcoding, inbound receipts submitted on time, complete order information, and compliance with packing and labeling requirements. Where that is late or wrong, fulfillment timelines move.

FAQs

The questions we get asked before every call

Do we need to be set up as a US entity?

Technically, no. We plug into the Shopify store you already have, pull only your US orders, and push the tracking back. That is the whole integration.

Anyone serious about the US long term should get one eventually, because without a US company there is no US bank account and you are not really receiving US dollars. It is straightforward to set up, including as an Australian, but it is not a prerequisite for shipping with us.

What about sales tax?

Most states run an economic nexus threshold: you do not register in a state until your sales into it cross it. The figures vary, and several of the larger states sit well above the common $100,000 mark. For most brands landing their first pallets it is not a day-one problem. We are not tax advisors and nothing here is tax advice.

What does it cost?

Less to read than you are expecting. Every rate is published, itemized per unit, with worked examples so you can price a real order yourself.

Go to the rate card

What are your onboarding fees?

No lock-in, no set-up fee, and you can start with a pallet or two. Account setup is free on the intro package, minimum charges are waived for three months, and the 90-day pilot carries no exit penalty.

See what is included

How does it connect to our store?

Directly to Shopify. Rules are set so only the orders you want get pulled: by country, by region, or down to specific SKUs. Tracking is pushed back automatically, so your customers get the same notifications they get today. Amazon, TikTok Shop, WooCommerce, BigCommerce, Walmart and eBay connect the same way.

We are going through Amazon FBA anyway.

Plenty of our brands do both. Holding stock with us and drip-feeding into FBA keeps control of the inventory rather than handing all of it to Amazon at once, and it keeps the option open: if a buyer at Walmart, Target or Whole Foods wants a case, you can send one without unwinding an FBA shipment first.

What about tariffs?

If you set up a US entity, you can sell your own stock to it at or below wholesale and pay duty on that lower value. As an example: apparel at $30 wholesale, sold company to company at $10, with duty paid on the ten. It is a common structure and one of the reasons brands set the entity up. Worth taking advice on for your own products and country of origin.

Do you handle customs and freight?

End to end, including customs and FDA paperwork where your products need it. And because a lot of Australian brands are moving the same way at the same time, we can sometimes consolidate your freight with other brands to reach container pricing that an individual brand could not get on its own.

What clients have you worked with?

Fashion and accessories, food and drink, health and beauty, supplements, gifts, jewellery, pet and tech. The named brands are on the home page, with two written up as case studies.

See the brands and the results

Ben Carman and his co-founder in one of the Fulfillmate US warehouses

Our story

Two mates. One mission.

Fulfillmate started when two Aussie mates living in California put logistics experience and business strategy together, while staying true to their Australian values. We began with market entry advice and freight, then acquired physical 3PL operations in Southern California when clients wanted the whole thing handled.

Every brand we have taken on since has come through referrals and word of mouth. If you are selling from outside the US, you are talking to people who made that move themselves.

Attitude
Care
Loyalty
No BS
Agility
Reliability

Book a call

Anything here you want to go deeper on?

Fifteen minutes with one of the founders. Bring your order volume, your average parcel weight and where your stock ships from today, and we will model the landed cost live rather than promising to follow up.