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Q: How do I set up an account with OnFulfillment?
A: It all starts with an introductory meeting with our team. Once we understand your needs, we can provide pricing and begin the process of creating a new account profile and configuration.
Q: What information do I need to provide during the account setup process?
A: We will provide a template that you’ll need to complete. Our onboarding team can walk you through the process.
Q: Can multiple users be linked to a single account?
A: Yes. Multiple users, departments and global teams can be assigned to the same account.
Q: How do I update my account information?
A: For non-single sign-on accounts, all your profile information is available for you to edit via the settings.
Q: Do OnFulfillment customers get a dedicated customer service rep?
A: Yes, every OnFulfillment client gets a dedicated customer service representative, including their phone number and e-mail address. The CSR manages a team of people who are familiar with your account, your products, and your website. We even have regional CSRs for international programs or customers.
Q: Who do I call to expedite an order?
A: If you need to expedite an order or have some other type of emergency, call your dedicated customer service rep directly. Talking to a real person who knows you and your account—someone who will answer your e-mails and phone calls—is the most effective way to deal with an urgent issue. There are no support e-mails for our customers.
Q: How are invoices issued for products and services?
A: Detailed invoices are sent monthly, and online reporting provides a snapshot of your current account charges.
Q: Can I view and pay invoices online through the OnFulfillment portal?
A: Items may be purchased online. Invoices for fulfillment and IT services are issued monthly and paid via traditional channels.
Q: What payment terms are available?
A: Basic terms are net 30 days. No deposits are required.
Q: Do you offer consolidated billing for multiple orders or departments?
A: Yes.
Q: What items can be branded?
A: Virtually anything you can think of can be produced with your corporate logo to promote your brand. Pens, bags, clothes, mugs, notebooks, hats, kitchenware, and lots more. If you can conceive it, OnFulfillment can get it. If brand name items are important to you, we also have access to thousands of suppliers, from Yeti to North Face to boutique brands around the world. We invite you to visit our online swag store to explore the sorts of promotional items and branded merchandise we offer.
Q: Can I get my logo printed on any brand or item?
A: Every brand is different, with varying levels of willingness to decorate their products with corporate branding. This is constantly changing; every day, new brands are added to the promotional catalog. If you have a question about a particular brand, or wonder whether your favorite vendor can be decorated, just ask us!
Q: What promotional brands does OnFulfillment offer?
A: As a PPAI and ASI licensed distributor, we have access to thousands of brands—everything from Yeti to North Face to boutique brands around the world.
Q: Can our channel partners access the OnFulfillment portal?
A: Yes, you can enable your channel partners to access your portal via a unique username and password assigned by you or through SSO from a partner portal. You determine what and how much they can see, allowing you to exercise complete control.
Q: Does OnFulfillment offer revenue management services for our partners?
A: Yes. We manage millions of dollars for our customers, so you don’t have to worry about reconciling transactions with customers and partners.
Q: Can OnFulfillment work with partners to create co-branded promotional or marketing materials?
A: Yes. In fact, this is quite popular right now, and by presenting your partners with a pre-curated catalog of products to choose from, you can protect your brand while also helping your partners.
Q: Can we give partners reward or co-op points to use in our company store?
A: Yes. Over the years, we have found this is a great way to reward partners for performance.
Q: How long does it take to add new items to the site?
A: You can create items in minutes and publish them to the site, add them to categories, create rules, and more all in real time. The second you click publish, it is on the site. Or, if you’re uncomfortable with adding items yourself, we can do it for you.
Q: Can OnFulfillment support cross-departmental requirements?
A: Yes, we can cross organizational boundaries to help you satisfy your corporate requirements. Our specialties include, but are not limited to, marketing, human resources, partner programs, employee stores, corporate rewards, field marketing, meet-up teams, and account-based marketing initiatives. You don’t need more vendors—let us handle it all for you.
Q: Does OnFulfillment have an IT team that our team can work with?
A: Yes. Our top-notch team, which works out of our Portland, Ore. office, is constantly working to improve our offering and add more features to help customers like you.
Q: Can OnFulfillment provide a custom template that matches our company’s look and feel?
A: Yes. If one of our multiple standard templates don’t do the trick, we will give you all the custom style sheets and let you go to town to create a template that makes you proud.
Q: What is a digital asset management system?
A: Put simply, a digital asset management solution, or DAM, describes a system or process used by businesses to organize and access their digital materials.
Q: Are all digital asset management systems alike?
A: There are a number of DAM solutions offering different capabilities at various price points. To determine what level DAM system you need, you must first take an inventory of your assets. How many items do you have? How many users? How many requests are you receiving for assets, either daily or weekly? Do you need workflow capabilities? Do you have time to manage the system yourself, or do you need added services? The answers to these questions will reveal the best DAM solution for you.
Q: What are the most important questions to ask when looking to better manage my digital assets?
A: The first two questions you should ask are “what is my budget?” and “what are my resource requirements?”. Generally speaking, with the big DAM providers, you are looking at $50,000 to start and thousands per month to maintain. If you need value-added services or assistance, then you’ll need to add another $150 per hour in support costs to that total. This is why it’s important to understand what your budget can handle before committing to a solution.
Q: Is digital printing eco-friendly?
A: Because digital printing methods only produce the quantities needed, they reduce the resources (paper and ink) consumed, which is environmentally conscious. Also, since by definition it doesn’t produce overages, it virtually eliminates waste caused by disposing unused material. Therefore, digital printing is considered very eco-friendly.
Q: What does “sustainable printing” mean?
A: When used in relation to printing, “sustainability” refers to following accepted social, environmental, and resource-responsible practices in order to meet current standards while ensuring better outcomes for future generations.
Q: What is event management?
A: Event management essentially takes project management principles and applies them to the planning and execution of corporate events—anything from small off-sites and seminars to large-scale gatherings like tradeshows, conferences, and festivals. OnFulfillment can handle the logistics—creating and shipping materials like collateral, signage, and promotional items—allowing you to focus on more strategic issues.
Q: What level of event support does OnFulfillment offer?
A: Event management and support—both in-person and virtual—is one of our specialties. Our software expertise combined with our materials management capabilities means we can take tedious and time-consuming tasks like special labeling, shipping, and packaging off your hands. We manage both outbound and inbound logistics, ensuring the materials you need are delivered where and when they are needed. When items need to be returned, we provide the shipping labels and do a thorough inspection upon their return, even sending materials to the dry cleaner when required. You can monitor and manage all this activity from the event management software on your portal, ensuring you’re always informed and up to date.
Q: Can I reserve items for events taking place in the future?
A: Absolutely. Our events software module allows you to reserve any items stored by OnFulfillment for a future event. No one else can reserve or even access those items for the period you’ve reserved them, ensuring they’ll be available when needed. Just log on to your portal, name the event, reserve the items, upload any special instructions, and we’ll do the rest. Shipping, return labels, return to inventory—we do it all.
Q: Can I see where all my event material is located?
A: The events module’s online reporting feature tells you where all your items are at any given time—in inventory, reserved for a future show, in transit, at the event, or returning to the warehouse. You can even see who has them. You always have total visibility and total control.
Q: What do trade show managers do?
A: Tradeshow managers are responsible for all aspects of their company’s presence at the event, including planning, organizing, booth set up and tear down, materials and giveaways, and much more. OnFulfillment can help offload a number of these responsibilities, including tradeshow booth storage, logistics planning, shipping (both collateral and the booth property), procuring giveaways, and more.
Q: What is the difference between a virtual and a hybrid event?
A: Virtual events are held exclusively online, and everyone attends remotely. The beauty of these events is that they can be recorded and viewed whenever it’s convenient for the attendee, so it’s not necessarily tied or restricted to a specific date, greatly expanding the potential audience. Hybrid events are a combination of virtual and live events—some people attend in person while others attend online (for example, a large trade show or conference). OnFulfillment is optimized to support all three types of events: live, virtual, and hybrid.
Q: Can I offer coupons or access codes online to my virtual event attendees?
A: Yes. As part of their hybrid meeting solution, many of our clients frequently want to offer coupon codes for attendees to claim an item after the event. This is accomplished by providing a link to a landing page that OnFulfillment hosts. Participants simply click on the link to access the page and redeem the coupon code for a branded gift or some other type of swag as a “thank you” for attending.
Q: Does OnFulfillment support international events?
A: Yes. In fact, we are equipped to send both physical merchandise and gift cards that are specific to the country or countries where an event is held. Geography is no barrier to your event. It’s all part of the hybrid event management services offered by OnFulfillment.
Q: Can you help us source print, promo, and event materials globally?
A: Yes. We have facilities and contacts around the world. Simply work with one of our print, promo or fulfillment experts to build a program that works for you. In most cases, working regionally will save you time, money and customs headaches.
Q: What is inventory management?
A: For companies like OnFulfillment, “inventory management” is the process of monitoring material quantities currently in stock, using trending data to determine when to reorder and replenish the stock to satisfy anticipated demand. For OnFulfillment, this would apply to everything from collateral to branded promotional items—anything stored in our warehouses.
Q: What is a warehouse management system?
A: A warehouse management system (WMS) is typically a software tool that reports an operation's current freight warehousing inventory, allowing users to accurately manage their fulfillment operations. Your OnFulfillment portal is integrated with our WMS in real time, so you can see what’s available right at that moment with remarkable accuracy. You can also toggle between U.S. and European warehouses to get up-to-the-minute access to what items are available worldwide.
Q: Can OnFulfillment store our products?
A: Yes. We have more than 90,000 square feet of storage space in the U.S. alone, with hundreds of thousands more in the EU and U.K. This gives you complete end-to-end control over your product and inventory, which is key to managing your inventory.
Q: Can OnFulfillment’s solutions integrate with other software programs?
A: Yes. Thanks to our robust APIs, we integrate with virtually any existing platforms, including popular solutions such as Salesforce, Widen, and Workday.
Q: What if OnFulfillment doesn’t already integrate with a platform we currently use—is it possible to create a custom integration?
A: Absolutely. Whatever you need, we can do it.
Q: Does OnFulfillment support different languages?
A: Yes. OnFulfillment operates in 12 countries on six continents and supports the local language in each location. You choose the language from a dropdown menu.
Q: What is large-format printing?
A: Large-format printing is, as the name implies, the process of printing images or graphics that are too large for standard commercial or offset printing presses. Posters, promotional stands, banners, signage, building and vehicle wraps, etc. — these are all typical candidates for large-format printing services.
Q: What kinds of materials can be used with large-format printing?
A: Large- or wide-format printing can work with a wide variety of materials. In addition to both coated and uncoated paper, you can use large-format printing with vinyl, canvas, cloth, foams, fabrics, PVC plastics, even metal and wood. Or course, the material you use depends on the use; for instance, vinyl and canvas are best for outside applications where the material will be exposed to the elements.
Q: What is considered a large-format print project?
A: As a rule of thumb, any job that requires a final product that exceeds 14 x 20 inches can be considered a large-format printing project.
Q: Besides size, are there any other reasons to consider large-format printing?
A: Large-format printing can offer some significant competitive advantages compared to other printing methods. First, large-format pieces have a much greater visual impact, making it a wise investment in the right conditions. Plus, large-format printing isn’t limited to paper; it applies to a variety of applications ranging from billboards to building and vehicle wraps, providing an opportunity for your brand to really stand out.
Q: What is offset printing?
A: Offset printing is an efficient way to mass-produce large quantities of high-quality printed materials quickly. The process uses a large press to transfer ink from a plate to a rubber sheet which rolls the ink onto sheets of paper (or other surface). Offset printing offers more precise color matching and higher-quality results than digital web-based print-on-demand. However, digital printing is a more cost-effective and eco-friendly option for smaller quantity print runs.
Q: What is offset printing good for?
A: Offset printing is designed primarily for large print runs that require precision coloring and different print surface options besides paper.
Q: Is offset printing high quality?
A: Offset printing produces high-quality results because each job has its own dedicated plate. This allows you to print materials that need exact color matching or require larger quantity runs.
Q: How long has OnFulfillment been in business?
A: OnFulfillment launched its first online store and fulfillment facility in 1999. Since then, we have grown into a global presence, with facilities in 12 countries across six continents.
Q: Can OnFulfillment provide references?
A: Of course. We have hundreds of customers, many of which—including Palo Alto Networks, Abbott Labs, Danaher, and Juniper Networks, to name a few—we’ve partnered with for more than 15 years. We’re happy to provide you with whatever references you require.
Q: How do I place an order through the OnFulfillment portal?
A: Using the OnFulfillment portal is like shopping on Amazon: just add items to your cart and, when you’re finished, simply check out. It’s that easy.
Q: Can I save an order and complete it later?
A: Yes. The system will save any items you’ve placed in your cart; they will remain there until or unless you remove them. You can return and complete your order later.
Q: What is the order approval process like?
A: Approvals take many forms, depending on your objectives. For instance, some can be modified to expedite shipping while others are designed to allow orders over a designated limit. If you have a specific need and the system doesn’t seem to recognize or understand it, contact your designated customer service rep for assistance.
Q: Can I make changes to an order after it has been placed?
A: Yes you can. Contact your customer service rep and they can help you.
Q: Can I cancel an order after it has been placed?
A: Yes, it’s possible, but you’ll have to contact your customer service rep ASAP. Orders move very quickly through our system and frequently ship the same day, so any changes or cancellations will have to take place quickly.
Q: Can you support different currencies?
A: Yes. You can choose the supported currency from a dropdown; the conversion happens in real time and administration and reporting can be translated.
Q: Does OnFulfillment support a variety of payment methods?
A: Yes, OnFulfillment supports everything from no pay for rewards customers to credit cards and rewards point. Multiple options are available to help you maintain total control.
Q: Does OnFulfillment require a deposit for any of its services?
A: No.
Q: Does OnFulfillment support voucher programs?
A: Yes. We manage vouchers for a variety of training, testing, and certification services. We also offer marketing vouchers and integrate with all common CRM systems.
Q: What are pick-and-pack services?
A: “Pick-and-pack” is a warehousing term for assembling the contents of a specific kit from items in inventory, in the right quantities, and preparing them for distribution. OnFulfillment provides complete pick-and-pack fulfillment services as well as comprehensive kitting and assembly solutions—anything from handwritten notes for individuals to thousands of corporate welcome gifts or holiday packages. These services are offered globally, saving you thousands in freight fees.
Q: What is a kitting process?
A: The kitting process entails gathering two or more items or parts and packaging them to create a single, final “kit” for delivery. In OnFulfillment’s world, these kits are typically used for programs such as new employee onboarding, customer acknowledgement, and employee recognition for successfully completing an important project.
Q: Do you do assembly projects?
A: Yes. In fact, this is a specialty of ours. We have process engineers and gifting specialists on staff to help you with everything from packaging to picking items—everything from personal handwritten notes for one person to thousands of corporate welcome gifts or holiday packages. And these programs can be conducted in multiple locations globally, saving you thousands in freight costs.
Q: How is pricing determined for products and services?
A: Pricing depends on your requirements. Once your needs are understood and your account is profiled, you will be provided with an easy-to-read and understand pricing matrix.
Q: Are there volume discounts available?
A: Absolutely. Please work with your customer service rep for details.
Q: Does OnFulfillment offer any special pricing or promotions for nonprofits or educational institutions?
A: Yes, depending on the program and what you are looking for. Please work with your customer service rep for details.
Q: How can OnFulfillment help us with our printing projects?
A: OnFulfillment has hundreds of years of cumulative experience helping our customers manage their global print fulfillment needs. We offer state-of-the-art digital on-demand printing solutions onsite at our locations worldwide, and we also support offset, large-format, and variable-data printing for your more complex projects. Whether you need collateral, packaging, stickers—you name it—we can find the right solution for your budget and audience.
Q: Can I reorder previous print jobs easily through the platform?
A: Yes. All jobs are archived within the portal and are available for easy reorder.
Q: How are shipping costs calculated for international print orders?
A: All shipping costs are calculated in real time through an API that communicates with shipping providers around the world. All cost estimates consider the weight of the material, destination, and shipping method.
Q: What is “print-on-demand”?
A: Print-on-demand, or POD, is a method in which items are printed when they are ordered, and in the quantities requested. It is a very efficient and economical way to produce printed material on a budget. OnFulfillment offers print-on-demand services at locations around the world.
Q: What are the primary benefits of web-based print-on-demand?
A: While web-based print-on-demand offers a number of benefits, they can essentially be summarized in the following: First, by printing only what’s needed, it virtually eliminates waste. Second, because you only print what’s needed for any individual event, print-on-demand dramatically lowers shipping and storage costs. Third, because it doesn’t commit you to large print runs, it offers the flexibility to change, update, or otherwise modify your marketing message and materials without impacting your budget. It’s the ultimate in brand control.
Q: How long does print-on-demand take?
A: In most cases, OnFulfillment will print the materials within 24 hours of receiving the order, usually on the same day. Materials are then shipped from the closest fulfillment center. The whole process normally takes between three and five days.
Q: How does OnFulfillment protect user data and privacy?
A: OnFulfillment is GDPR compliant.
Q: What are your data retention policies?
A: See our policy on the site.
Q: Do you have a data breach response plan in place?
A: Yes. We are SOC compliant and sites are hosted on the Azure Cloud.
Q: Does OnFulfillment offer design services for custom products?
A: Not as a service, but we do work with a number of designers who would be happy to help. Just let us know what you’re looking for and we’ll make the necessary introductions.
Q: How often do I get reports?
A: All reports are available 24/7, in real-time. You have access to more than 100 reports, including inventory, usage, users, Google Analytics, event tracking, and credit card activity. Whatever report you can think of, we probably already have it. If not, we will write it for you.
Q: Does OnFulfillment present inventory information in real time?
A: Yes. Our online portal is fully integrated in real-time with all of our international storage facilities, allowing you to toggle between our U.S. warehouse, our U.K. warehouse and our EU warehouse in The Netherlands and get real-time visibility into products and their current inventory levels.
Q: Can I track cost centers or department budgets?
A: Yes. You can assign users to a cost center or department as part of their profile and have them pick a cost center from a dropdown menu at checkout, or even pass the user information via SSO in the metadata.
Q: How do I initiate a return or exchange?
A: Contact your dedicated customer service rep to return or exchange items.
Q: What should I do if I receive a damaged or defective product?
A: Work with your customer service rep to arrange a replacement.
Q: What makes a successful rewards program?
A: While rewarding employees, customers, or partners for achieving a milestone or making a purchase is fairly common, the best programs reward people when they least expect it. For instance, rewarding someone on their birthday is an easy way to enhance the user experience.
Q: Can OnFulfillment do international gift cards and redemption programs?
A: Yes, we can help you with gift cards for everything from Amazom.com to local establishments in more than 140 countries worldwide. We can take care of everything.
Q: Can we allow our partners to use reward or co-op points in our company store?
A: Absolutely. In fact, in our experience, this is a great way for companies to reward partners for their performance.
Q: Can I do pop-up stores and landing pages for my redemption programs?
A: Yes. Through your portal, you can create a corporate redemption center that can be used by internal employees, partners, and customers. From there, you can create multiple landing pages offering various items—everything from gift cards to corporate swag boxes. These redemption centers and landing pages are available globally.
Q: Do you support SSO in your solution?
A: Yes, we support any SAML- or Oath-based authentication from Salesforce, OKTA, or any other IDP you care to use.
Q: Is OnFulfillment GDPR compliant?
A: Yes, our software supports all privacy requirements.
Q: Does OnFulfillment offer regional support for global programs?
A: Yes. We have customer services reps in both the U.S. and U.K. who can work with you and your local team. We can also source, store and ship materials in region.
Q: Does OnFulfillment have international locations and sourcing?
A: In addition to the U.S., we also have facilities in The Netherlands to cover the 30 EU countries and the U.K. to support operations in the Middle East, Africa and India.
Q: Who do I call to expedite an order?
A: If you need to expedite an order or have some other type of emergency, call your dedicated customer service rep directly. Talking to a real person who knows you and your account—someone who will answer your e-mails and phone calls—is the most effective way to deal with an urgent issue. There are no support e-mails for our customers.
Q: What are shipping and fulfillment services?
A: Shipping and fulfillment services are simply the transport of materials and merchandise from one place to another. OnFulfillment will typically send these materials from one of our many international warehouse storage facilities to locations around the world—anywhere from office buildings to personal residences. In fact, OnFulfillment ships to more than 170 countries every day, including notoriously tough places like India, Brazil and the Middle East.
Q: How many types of shipping are there?
A: The three primary types of shipping are land, air, and sea. OnFulfillment, which has relationships with all major international shippers as well as scores of regional delivery services, employs all three methods.
Q: How long does it take to ship my orders?
A: If you place an order in the U.S. before 12 noon Pacific time, that order will ship the same day. Orders placed at our international locations ship within 24 hours.
Q: Can OnFulfillment ship internationally?
A: We ship from the U.S.A. to more than 170 countries. We are particularly good at getting items into notoriously difficult places like India, Brazil and the Middle East—we ship to those place every day. If your program is big enough, we can also ship from the EU or U.K. to support your global requirements.
Q: When a package gets caught in customs, who takes care of it?
A: We do. We take responsibility for making sure your items get where they need to be. It takes experience and patience to get items into many countries; we have lots of both.
Q: Can I get shipping quotes before I place an order?
A: Yes. Our platform is integrated into shipping tables, allowing us to present you with multiple shipping options, pricing and delivery dates for every order.
Q: Can I track my own shipments?
A: Every order receives a shipping confirmation notice that includes a tracking number and link to the shipper for tracking purposes. You can also go back to the site and track your packages. Customers are also notified when the order has been delivered.
Q: Can we ship using our corporate account?
A: Absolutely. In fact, many of our larger clients prefer to leverage their corporate discounts. That’s fine with us.
Q: Can I restrict shipping methods?
A: Yes. In fact, it’s quite common for companies to restrict users to ground or USPS shipping to reduce costs, and OnFulfillment lets you do that. We also allow you to implement an approval queue to accommodate those who require overnight deliveries. Essentially, if you have special shipping requirements, we can support them.
Q: Can OnFulfillment manage our global training partners?
A: Yes. We work daily with the top training organizations in the world, including Global Knowledge, Red Education, and Westcon. We are well positioned to manage your training partners.
Q: Does OnFulfillment support the delivery of electronic as well as printed courseware?
A: Yes. In fact, we have been delivering secure DRM-protected electronic documents for more than 12 years.
Q: Does OnFulfillment support EPBU 3 format?
A: Yes. To ensure this support, we have partnered with Kitaboo, the leading software for the creation, conversion, and delivery of EPBU documents.
Q: Can OnFulfillment help us manage user budgets and access?
A: Yes, we can help you set budgets and access across the site. You simply determine the business rules you need to enforce, and we can help you implement them. We are also happy to share best practices from our hundreds of customers to help make your implementation the best it can be.
Q: Does OnFulfillment support different levels of access and other restrictions?
A: Yes. Through your portal, you can create an unlimited number of user types, all with different access levels to functionality, catalog categories, and business rules such as pay or don’t pay and minimum and maximum order quantities.
Q: What is “variable-data printing”?
A: Variable-data printing is a modern digital technology that allows every printed piece within a single print run to be personalized with individual names, messages, images, and logos without delaying the printing process. This allows you to directly target thousands of users with a single campaign, which dramatically improves response rates.
Q: Is there a minimum order quantity or cost for orders placed through the web-to-print portal?
A: No. We can set business rules to meet all your corporate requirements.
Q: Are there any restrictions on the size or dimensions of the print materials I can order through the web-to-print services?
A: No. You can order everything from business cards to grand format signage.
Q: Is there a review or approval process for print designs before they are processed through the web-to-print portal?
A: You always have the opportunity to review and approve any project before it is finalized and sent to print production.
Q: Is there a limit to the number of user accounts or departments that can be created within the web-to-print portal?
A: No. Some customers have one while others have dozens. The system can easily accommodate your needs.
OnFulfillment uniquely combines technological innovation with years of expertise in marketing fulfillment, web to print, print on demand, promotional items, apparel, tradeshow collateral, event management, gifting, reward, and redemption programs to deliver full-service solutions that meet your specific marketing, training, HR, and channel partner needs. Our corporate portal and company store software supports your most complex internal and external global requirements. One solution, one company, with more than one million users. Let our team of experts help build an online platform for your business.
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