FAQ

Here are a few answers about our warehousing, shipping and general processes.

Before the project

Do you do only crowdfunding projects?

No! We also do ongoing fulfillment. Feel free to contact us if you’re interested by our services but not sure if we can handle it.

How do I get a quote?

Just send us the information you have. If you know weight and dimension of your products, we’ll be able to offer you pretty precise estimates.

Please notice that in January of each year, carriers adjust their rates and we might adjust our rates accordingly.

Do you have a minimum shipping size?

Not really, we’re OK with any quantities.

Do you offer US shipping solutions?

Yes. If it’s only a few orders, we can easily ship worldwide with Canada Post. Their partner in US is renowned USPS.

For a whole campaign, we can manage dispatch of your orders to a competent fulfillment center in US we are used to working with. Again, contact us for more details. 😉


Packaging & Shipping

What do you require before receiving games?

We require a product list indicating, for every product, a name and a unique SKU label.

However, in order to offer you the best service, we recommend that you inform us of weight, dimensions, product cost and value (mrsp) too.

How long will it take to process and ship a campaign?

We ask to receive product and order/backer lists one week before shipment arrival, so that we can verify the data and prepare ourselves.

Once lists are checked, we are able to make a precise estimate cost. We then ask for a down payment.

Once shipment and payment received, we start working! In general, picking, packing and shipping will be as short as a couple of days for a standard campaign (under 200 orders or so).

Once shipped, the orders are delivered by Canada Post in 1 to 7 business days, depending on the destination.

Are the deliveries “Canada friendly”? How are Customs/VAT/Taxes handled?

We take in charge Canadian custom/VAT taxes clearing, through our custom broker, and this cost is included in our rate.

It means that our deliveries to Canadian backers are definitely “Canada friendly”, as they won’t have any custom tax to pay to the carrier (as it could be the case if their package was shipped from abroad).

Should we send additional product?

Yes, you should send us 5 to 10% more product than you have orders. This will help us to account for any damages, loss, shipping errors (unfortunately… it happens), or any re-shipments that need to go out.

At the end of the campaign, leftover products can be stocked, or sent back to you or any other destination. It’s up to you.

Are there restricted items?

Any hazardous and/or banned and/or dangerous and/or prohibited for carriage.

Customer Support & Backer Questions

Are backers received tracking information?

Each backer will receive automatically an email with their tracking information, as given by our carrier.

You, as our client, have access to the tracking information for every of your backers.

Do you offer customer support during fulfillment?

Yes! Your backers can contact us by email (shipping at pkpk.ca). We’ll handle customer support during your crowdfunding campaign for all returns, exchanges, address corrections etc.

How are returns and exchanges handled?

We can handle all returns and exchanges.

Any re-shipment required due to our error will be provided at no charge. Re-shipments due to address error or anything else beyond our control will be charged.

What are the methods of payment?

Wire transfer is preferred. We also accept PayPal but we ask for a little fee for that.