FirstMile FAQs

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What tracking link do my customers use to track a package?

Customers can use the FirstMile Tracking link for the latest package updates.

How do I track a package?

Packages can be tracked via the respective carrier websites or through the FirstMile Tracking platform.

How do you determine which carriers to use?

Carriers are chosen based on various factors including package size, destination, and cost-effectiveness to ensure timely and safe delivery.

Can I pick which carriers I ship with?

Yes, you can specify your preferred carriers, and we will do our best to accommodate these choices.

What does the onboarding process look like?

Once your account is submitted, we'll reach out to inform you. We might also request additional details or have you sign specific forms. After gathering payment methods and a test label, an Account Manager will provide training before you commence services.

How long does it take to get set up with a new account?

Account setup usually takes between 10-20 business days.

What are the hours for support?

Our support team is available from 8:30 AM to 5:30 PM MST, Monday to Friday. After-hours contacts are also available.

How do I contact support?

Support can be reached via phone or email during standard operating hours.

How long does it take for a claim to be resolved?

Claims are generally processed and settled within a 30-daytimeframe.

How do I file a claim?

Claims can be submitted through our Claims Portal. Please provide both the wholesale invoice and consignee documentation.

Where can pickups be made?

Pickups can be made from any location you specify, whether it's a business, warehouse, or other establishment.

When are pickups scheduled?

Pickups are typically scheduled in the afternoon within a specified 2-hour window along the route.

How do I cancel a pickup?

Kindly contact our account manager team or main dispatch line for cancellations.

How do I schedule a pickup?

Regularly scheduled pickups don't require a request. For on-demand pickups, contact our account manager, ideally 24 hours in advance.

What are the payment terms?

Our standard terms are Net 5, but special approval can be requested for different terms.

When am I billed?

Weekly invoices are provided in both CSV and PDF formats. We only bill for shipments once they've been physically scanned.

How am I billed for services?

We offer multiple payment methods including credit/debit cards and ACH transactions through our secure portal.

If my item gets lost or stolen is it covered?

When a package is on it's way it is very difficult to change the direction from its intended destination.  If by some reason a package goes missing, is damaged or found itself in the outer abyss it is always a good idea to make sure you are covered.

Insurance or replacement coverage can be an extra cost so you’ll have to factor that into your profit margins, but insuring your shipments can provide extra peace of mind for both you and your customers.

Firstmile offers coverage on all mail class packages and that is typically included in the overall shipping cost.  Up to $50 coverage for every package under 1 lb and up to $100 for every package heavier then 1 lb.  If for some reason your packages need additional coverage we would encourage you to reach out to our team to help add that additional protection.

What does it mean when my tracking says "En Route"?

If you are tracking a package with FirstMile, DHL, USPS and other carriers and the latest tracking event says "En Route to ........." that means there was an electronic notification given to the carrier distribution center that the label has been printed and the package is on it's way.  If the package does not arrive and there is no tracking event following "En route" that would signals to us that the label was printed but the package has not yet arrived at the distribution center.

Some of the reasons a package does not arrive at a distribution center are as follows:

  • The software that prints the label sent out the notification of the label being printed but the printer failed while printing therefore the label never printed out
  • The label was printed but we discarded and was never applied to a package, therefore was never able to make it on a transport to the distribution center
  • The label was printed and the package was picked up but during the transportation from fulfillment center to distribution center the package was misrouted and was sent to the wrong distribution center
  • The label was printed, the package was delivered to the correct distribution center however the carrier failed to scan it's arrival and it is on to it's next destination and will receive a scan at it's next stop
How do I calculate dimensional weight?

The Dimensional weight is calculated by multiplying the length, width, and height of a package, using the longest point on each side to get the cubic size.

Then, divide the cubic size of the package in inches by the dimensional divisor to calculate the dimensional weight.

Key data point you need to know to calculate dimensional weight:

  • Length = the longest side running from left to right
  • Width = the perpendicular side to the length usually running front to back
  • Height = the side that runs perpendicular to the length and width usually running from bottom to top
  • Dimensional Divisor = The number provided by the carrier to divide into the cubic size to determine the Dimensional Weight
Who is FirstMile?

FirstMile is an eCommerce shipping carrier that delivers on behalf of retailers and fulfillment partners. FirstMile utilizes local, regional, national and International carrier networks to help deliver packages all over the world in a timely manner at a competitive price. FirstMile simplifies shipping by taking multiple carrier options and consolidating them into one carrier network, one invoice, one customer support, one claims department, and one pickup.