How to Make the Most Out of Your Prep Kanga Experience
If you need direct support, our primary customer support methods are 24/7 monitored WhatsApp threads (one for order level issues and one for director/owner level). We also have email options monitored hourly and multiple human points of contact you can reach in an emergency.
You can self-service in your client dashboard for issues like requesting a reshipment, canceling an order, changing a delivery address, and many more options. These changes will take effect almost immediately and not require a human back-and-forth.
The model for our entire business is to customize our services as deeply as possible to suit the client. On the support side, this means you will have two people dedicated to communicating with you (one focused on order-level concerns and the second on account-level matters). An additional person will be assigned to pick up and pack your orders, leading a team that only handles accounts with the same order and packaging characteristics as your company.
This support model extends to our willingness to have our people trained in your systems. We will accommodate you if you prefer to communicate through Slack rather than WhatsApp. For any system, you can give us access and training; we will provide agents to service your account there.
You would raise that issue with your account reps or at any communication threads dedicated to your account. That issue will be acknowledged and moved to the most appropriate persons for research and resolution. That resolution will be communicated in the same thread it was raised. Once all parties agree, the resolution will be promptly carried out, and the issue will be closed.
100% of fulfillment is handled by employees of Prep Kanga, both in the US and the UK. Our business model does not support the outsourcing of core services.
There is default reporting and custom reporting. Default reporting would primarily include dashboard reporting of the order status (such as: open, held, in transit, delayed in transit, delivered, etc.), returns and return rate, and invoice activity. The frequency of default reporting varies from live (order status) to weekly (invoicing). Custom reporting is up to you, but the general process begins with you requesting data and frequency. We manually create that report until you’re satisfied with all aspects (data, format, frequency). Finally, we will automate that report so it’s delivered reliably and predictably for your business.
While we offer all services needed by the eCommerce industry (as we buy and operate eCommerce businesses regularly), we specialize in global fulfillment. We have more international shipments than domestic, which you will not find with any other US-based fulfillment company. There is an art to international shipping, and we’ve built the systems to do it reliably, efficiently, and door-to-door anywhere in the world.
We service some of the most demanding eCommerce brands worldwide and are up for planning and executing any targets our clients can set. Feel free to tell us what targets you’re not hitting in your current fulfillment strategy, and we will openly tell you how we’d look to improve as if it were our business. Borrowing from our own internal experience, plus the network of innovative clients we service daily, it’s unlikely you’ll find a problem we can’t solve.
We are careful to protect our total shipping capacity so that your business can focus on growth without worrying about fulfillment. This means that we constantly work with our packaging suppliers, automation vendors, and shipping partners to ensure we’re ready for your growth.
It also means that we are not always accepting new clients and won’t accept every type of business. We set aside capacity for you to grow, and we will not put that capacity at risk.
We have various systems to ensure performance in accuracy. There are systems to monitor, report, audit, and alert on the software side. On the security side, video and photographs document receiving, fulfillment and returns. We are entrusted with your inventory and are the last people with the opportunity to get an order right or wrong, and we take that responsibility very seriously.
Our standard guarantee is that we will be accountable for your inventory and any errors we make. There is a desire to put specific performance metrics and compensation terms in certain accounts. We welcome such contracts but would need to discuss an account-by-account basis given the variables in product costs, and shipping services chosen, etc.
Our primary facilities are in Pontiac, Michigan (USA) and Northampton (UK). Our UK facility is only available to US clients at this time.
All day, every day. Besides the normal kitting, palletizing, labeling, etc., we are happy to get into whatever custom projects you can imagine. We also have full in-house printing capabilities when you run out of product manuals at the wrong time or want a special sticker or postcard inserted for a promotion. We have complete in-house inspection services when expensive electronic returns need to be bench-tested to help with a refund or restocking decision. We have full in-house product photography and video for your marketing department to speed up deliverables. In short, we are happy to jump in whatever you need.
Yes. We process returns daily at all locations and put the results into your client dashboard. A standard return includes reporting all information on the return label, any notes within the package, and a rapid inspection for packaging and item damage. This process can be customized to your liking; many customers provide extra packaging so we can restock the item right away; many have us give the pre-paid return label for their authorized returns, and some have us go through hour-long checklists to inspect their high-end electronics at a deep level.
We offer three service levels for domestic and international orders (economy, standard, and expedited). While delivery time differs based on carrier, destination country, weather, customs, and many more variables, we constantly monitor all carrier partners to ensure the shipments flow as efficiently as possible. And when there is a delay, you’ll see that in your client dashboard.
Yes. Orders are processed at 7 am and 1 pm local time (Monday – Friday, plus Sunday) at all locations. Those orders are all guaranteed to be processed on the same day.
There is not a hard minimum; however, our all-in, flat-rate pricing model does count on clients selling products. If the account activity turns to more storage than fulfillment, we would reach out to the client and help them find a better fulfillment partner specializing in a low storage pricing model.
Our technical and procedural security measures have recorded a historical 99.991% inventory accuracy rate. This makes our internal shrinkage percentage < 0.01%. In the infrequent event, we are missing units of inventory that can not be accounted for between receiving and fulfillment; we are willing to reimburse the client for the landed cost of that product.
Your inventory dashboard will show current counts on-hand, allocated to open orders, and allocated to orders filled that day. The on-hand counts are checked monthly by default, but custom cycle counts are available upon request.
We have invested in a dedicated power supply from our regional electric utility and also have all critical infrastructure on a backup generator if needed. We also have redundancy for our Internet services, with a cellular fail-over in the event the standard business internet network in the area goes down.
We are happy to discuss any specific security needs or plans with clients directly, but broadly speaking, we use industry-standard employee screening, video monitoring, and climate control systems to maintain a secure warehouse.
We have a closed network for video and local data and maintain our servers on-site to host all order data. Knowing this data is essential to keep private and secure, we use industry-standard encryption and access control for all order data from our servers clear through display in your client dashboard.
Yes. Many clients have us make whole units out of various partial returns, and we are very good at inspection/repair and refurbishment. One of the internal eCommerce businesses we own and operate refurbishes commercial machinery, so projects relating to most eCommerce goods are well within our ability. Disposal is similarly not a problem, as we can arrange.
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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.
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Sorting your goods Receiving your goods
Pick/Pack/Ship your orders 
