Business Hours and Operations

JPO’s Normal Business Hours of Operation are Monday through Thursday 9:00am until 5:00pm, and Friday 9:00am until 12:00pm, all times Pacific Time.

JPO is closed the following holidays: New Year’s Day, Martin Luther King Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Veteran’s Day, Thanksgiving Day, and Christmas Day.

The JPO Office is closed but the warehouse is open and processing orders on the following days: Friday after Thanksgiving, Christmas Eve, and New Years’ Eve.

JPO reserves the right to close for additional days as operationally needed upon at least seven (7) days’ notice.

The shipping integration platform used by JPO is Pirate Ship. All clients will receive their own Pirate Ship account, through which their orders will be processed. You have access to reporting features within Pirate Ship to analyze your data.

Communication

Like many businesses today, our team is partly remote. So we ask that you always email both office@wearejpo.com and warehouse@jpfulfillment.co so that our office team and warehouse team are on the same page.

JPO does not charge you anything to have access to customer service. The easiest way to reach us is by email. We strive to respond to all client emails within 24 hours. But sometimes if it's very busy, it may take us a little longer.

If you have an urgent question or request, put that in the subject line. If we haven’t gotten back to you within 48 hours, feel free to send us a gentle reminder.

Lastly, JPO was started by two people escaping the crazy and toxic corporate world (I know you know what I’m talking about). We always speak to our clients the way we want to be spoken to, so we’ll never send you an all caps email, curse at you, or otherwise be disrespectful or rude. We ask the same from you.

Subscription Box/Kitting

Most subscription box/kitting clients will have a designated date each month orders are to ship. In order to ensure shipment by the agreed upon monthly date, all products, packaging, and/or anything to be included in each shipment, must be received by JPO at least two weeks prior to the designated ship.

​​All orders should entered into your shipping platform so that JPO can receive them in Pirate Ship. This helps ensure your inventory count stays accurate and helps ensure orders are not missed. Likewise, any changes to orders need to be made within Shopify and added as a note. Click here for a video on how to do that. If you do not use Shopify, reach out to us and we’ll provide instructions on how to make a note.

Shipping

All clients are responsible for providing their own payment method and incurring their own shipping costs on a monthly basis. JPO will be reimbursed for any shipping expenses.

Order Fulfillment

E-Commerce Orders will be packed and shipped within 2 business days of receipt of order. Orders are picked up by mail carriers at least three days a week (Monday, Wednesday, and Friday). JPO staff may, and does, do more frequent mail carrier drop offs when necessary.

​​All orders should entered into your shipping platform so that JPO can receive them in Pirate Ship. This helps ensure your inventory count stays accurate and helps ensure orders are not missed. Likewise, any changes to orders need to be made within Shopify, such as adding/removing products from an order. This helps ensure inventory counts remain as accurate as possible. If there’s something you need to notify us about, for example, you’d like us to hold an order until Friday, that information can be added as a note to the order. Click here for a video on how to do that. If you do not use Shopify, reach out to us and we’ll provide instructions on how to make a note.

Incorrect Address

Its bound to happen at some point. A customer places their order and later realizes that their address is incorrect.

JPO cannot and does not take responsibility for orders shipped to incorrect addresses. And we know you do not want to pay for shipping twice.

The fastest way to ensure the address gets updated is for your team to login to your Shopify and update the address. Here's a quick video on how you can do that. Please remember that the people packing your orders may not be the same people checking emails. So if you email us, although we try our hardest, we cannot guarantee that the address will be updated before the order is shipped.

If an order is shipped from JPO to an incorrect address provided by the customer, we will attempt to recover the package if possible, via methods available by the shipping Carrier

Mispacked Orders

If a client’s customer fails to receive an item they purchased or receives an incorrect item in their shipment, JPO will ship the missed unit at JPO cost and the client will not be billed for either the reshipment or the JPO fees associated with the initial order and the reshipped order. You’ll receive a credit for the applicable pick and pack fee.

If a customer receives an incorrect item, JPO will provide a return label for the customer, at JPO cost, to return the product to JPO so it can be restocked in the client’s inventory. JPO does not refund retail costs of products except for instances of gross negligence, as defined by California law

Receiving

JPO’s shipping address is 1302 Monte Vista Ave., Unit 19, Upland, CA, 91786.

Receiving hours are generally: Monday – Thursday 10:00am PST to 5:00pm PST and Friday 10:00am until 12:00pm, Pacific Standard Time. Sometimes, we close the warehouse for lunch and we may miss the delivery driver. Do not worry. We will still receive your package as the Carrier is required to redeliver.

All JPO clients must complete the Incoming Shipments form whenever anything is shipped to JPO. Clients will receive their custom Incoming Shipments form link during onboarding. But if you can’t find it, no worries! Just email us and a member of the team will re-send your link.

The Incoming Shipments Form must include a packing slip or receipt for the purchase, to facilitate accurate and timely processing once your products are received. Click here for a template packing slip.

If you or a third party will be dropping off or picking up any inventory/product, please inform JPO via the Incoming Shipments Form with the date and time you intend to stop by with at least 2 business days’ notice.

JPO’s standard inventory receipt process includes confirmation of correct product, quantity, and a cursory inspection for obvious damage. JPO does not open up secondary packaging. If this service is needed, JPO will provide it at the applicable hourly rate.

Packaging and Sustainability Efforts

JPO is an eco-friendly warehouse. For us that means we are actively working to create as little impact on the environment as we can. JPO is working to become a 100% plastic free warehouse. That means we’re trying to eliminate all bubble wrap and non-recyclable packaging. But until then, we are committed to doing our part to reduce our impact on the environment. We use recyclable mailers and we recycle all boxes that come through our doors, and use packing paper made from recycled paper.

However, we live in reality and know that for some products, paper packaging just won’t cut it. We do have bubble wrap in stock and can use it upon request.

JPO stocks in house for use by clients at no charge the following packaging:

• Recyclable mailers

• Recyclable boxes

• Honeycomb packing paper

• Kraft packing paper

• Bubble Wrap (upon request)

Clients may always provide their own packaging and JPO will use it to fulfill your orders. If your packaging requires machinery, we ask that you please provide the appropriate machine and/or tools to operate it. If a client provides their own packaging and the packaging runs out, JPO will use its in house packaging until the client replenishes its branded packaging. However, we make every effort to notify you as far in advance as your packaging levels decrease.

JPO can assist with sourcing packaging and in fact, we love helping with those projects. We partner with other women owned companies and are happy to develop a package to help you bring your idea to life. Email us today to get the convo started.

Insurance

JPO maintains general liability & warehouseman liability coverage for your inventory. However, clients are responsible for any damage or loss outside of our negligence. We recommended that our clients add JPO to their insurance coverage.

Inventory Counts

Upon receipt of all new product, JPO performs an inventory count. Periodic recounts are conducted by JPO as necessary at no cost to the client. If you would like a full inventory count performed of all product or any one product, this time will be billed at the applicable hourly rate, for any time over 15 minutes. At present, our inventory shrinkage allowance is 5%. For any inventory loss over that amount, that is caused by JPO’s negligence, JPO will reimburse the client for the cost of the goods/manufacturing cost (not the retail price/MSRP). At JPO, nearly 99% of all shrinkage is due to products being damaged in transit or having some packaging defect which prohibits its sale.

Billing

Invoices are sent by the 5th business day of the month. JPO Clients are billed monthly for services rendered in the prior month (i.e. the July invoice is for services rendered in June). Payments are due within 1 calendar week from the date of the invoice. Zelle is our preferred payment method. You may pay JPO invoices with cash, check, or ACH without incurring any processing fees. Other electronic payments are accepted but will be subject to a 4% processing fee imposed by the payment processing center (JPO does not keep this fee).

Add on Manufacturing Services

JPO offers filling, labeling, and light cosmetic manufacturing services for existing clients only. These services are intended to be an “add-on” service for existing JPO clients, to help them save costs and improve operational efficiency. JPO does not warrant or represent itself to be any kind of certified manufacturing facility or lab. Rather, we know that many clients fill or produce their own products at home in order to save costs. JPO offers its filling, labeling and light manufacturing in order to take that task from clients. An added benefit to clients is that following production, your products will be immediately added to your stock without any additional shipping time or costs.

Rates are based on the service needed, the type of product, and the equipment needed to complete the project. A setup fee of $40 is applied for each SKU regardless of the type of project. This compensates JPO for the preparation and cleanup of each project. Click here to access the manufacturing rates.

After Hours/Weekend Requests

JPO is a people first business. That means we are committed to actual work life balance. We do not make it a regular practice to work before hours, after hours or on the weekends.

However, after hours/weekend services available upon request but not guaranteed. Requests for such service must be received by JPO by noon on the Thursday prior to the weekend for which services are being requested. Service shall be provided and billed at the standard rate according to the hourly rate in effect with a 2-hour minimum.

After hour service (Monday – Friday) may be available, provided JPO is given a minimum of 24 hours’ notice. Service shall be provided and billed at the standard rate according to the hourly rate in effect with a 2-hour minimum.