Effective date October 26, 2025
Applies to Customers, prospects, carriers, vendors, employees, and the public
Purpose and scope
At Fulfillment Hub USA, feedback is fuel for improvement. This policy explains how we collect and respond to feedback, how we engage with the public, and how we keep our operations transparent. It covers service issues, ideas, compliments, and concerns related to e-commerce fulfillment, warehousing, shipping, billing, data, safety, and facilities.
What counts as feedback
We treat any comment about service quality, shipping performance, inventory accuracy, integrations, billing clarity, safety, or visitor experience as feedback. Whether it comes from a brand owner, a retail partner, a carrier, a supplier, or a member of the public, it enters the same structured process.
How feedback reaches us
You can share feedback through our customer portal, by emailing support@fulfillmenthubusa.com or feedback@fulfillmenthubusa.com, by using ticket links on invoices and shipment emails, by calling the phone number listed in your agreement and on our website, or by leaving a public review on platforms such as Google, BBB, Trustpilot, LinkedIn, and Reddit. On site you will also find QR codes for quick submissions. Every submission is logged, time stamped, and acknowledged with a ticket ID whenever possible.
Intake, triage, and ownership
Each item is tagged by type, severity, site, and customer, then assigned to a specific owner. We define severity to ensure the right pace and attention. Urgent means a safety or security risk, a data incident, or an outage that threatens SLAs. High is a critical operational or billing issue that puts orders or freight at risk. Normal covers routine service questions and standard discrepancies. Low includes general inquiries and suggestions. Our response targets are one hour for urgent, four business hours for high, one business day for normal, and two business days for low.
Response, resolution, and CAPA
Our method is straightforward. First we acknowledge the ticket and confirm responsibility and priority. Then we diagnose the issue using facts, system logs, scans, photos, timestamps, and carrier data. If needed, we implement a temporary workaround to protect your orders while we work on the root cause. After we fix the issue, we verify the outcome with you. For issues that warrant deeper analysis, we run a formal corrective and preventive action process, assign owners and due dates, and track completion. We close the loop with a clear summary and invite a satisfaction rating.
Transparency you can expect
When a material incident occurs, we publish timely updates and a short post-incident summary that explains what happened, who was affected, how we fixed it, and how we will prevent a repeat. When we release changes to our WMS, integrations, or processes that affect customers, we share release notes in plain language. Policies on this site are date stamped, versioned, and archived. We report SLA performance in Quarterly Business Reviews and upon request. Pricing or fee changes are communicated in advance based on contract terms.
Public engagement
We welcome public dialogue and respond professionally on major review platforms and social channels. For media and community inquiries, please write to press@fulfillmenthubusa.com. We periodically host webinars and facility tours to explain our operations, answer questions, and hear ideas. We follow community guidelines on all platforms and remove or escalate posts that include harassment or confidential information.
Privacy and data protection
We collect only the information needed to investigate and resolve a ticket. Sensitive data is handled under our privacy and security policies and stored only in approved systems. Please do not include payment card data or passwords in your report. If such data is received, we immediately redact and secure it, then continue with the investigation.
Accessibility and language support
Our forms and emails are accessible on desktop and mobile. English is our primary language, and we can arrange translation support on request. We will make reasonable accommodations to ensure anyone can report a concern or share feedback.
How we measure improvement
We track first response time, time to resolution, reopened tickets, order accuracy and on-time ship rate tied to cases, CSAT and NPS where applicable, and the top recurring root causes along with corrective and preventive action completion. These metrics drive training updates, SOP changes, and system improvements so the same problem does not return.
Escalation paths
If you need an escalation, contact your Account Manager or the ticket owner and request an Operations escalation. Operational matters move to the Site Lead, then Regional Operations, then the VP of Operations. Commercial matters move to the Account Manager, then the Customer Success Director. Compliance or safety issues can be sent directly to compliance@fulfillmenthubusa.com. If you believe an issue remains unresolved, write to escalate@fulfillmenthubusa.com and include your ticket ID.
Governance and updates
Customer Success and Compliance jointly own this policy. We review it at least once a year or sooner after any material incident or business change. The version posted on our website is the governing version. This policy is not a contract and may be updated as laws or operations change.
Plain-language summary
You can reach us by portal, email, phone, or public channels. We acknowledge quickly, assign an owner, and set clear priorities. Serious issues get immediate attention and leadership oversight. We publish incident summaries and release notes, protect your data, support accessibility, and use metrics and CAPA to prevent repeat issues. Our aim is simple, turn feedback into better accuracy, faster shipping, and a stronger customer experience.