MARKETPLACE RESELLERS’ FAQS
MARKETPLACE FREQUENTLY ASKED QUESTIONS
CONTACT INFORMATION
[email protected]
- Account questions
- Product information
- Order information
- Tracking information
- Quantity on hand inquiries
- Pricing verification and inquiries
- Manufacturer approvals
- Product Information
- Bulk order discounts
- General questions
- Shipping and ordering program information (flat rate, best way, FBA, etc.)
[email protected]
- Filing shipping claims
- Return inquiries
- Acquiring an RMA# for a return
[email protected]
- Order cancellation inquiries
- Order cancellation status
PRODUCTS LIST
Where is the product information located for all products available to my account?
There is a single .csv file, called the Inventory-List, located at the download site prod.petra.com and is available for download 24/7. This contains all active Basilio Inc products that are available to your account.
Will the Inventory List include items that require manufacturer approval?
Your Inventory-List will not include items that require manufacturer approval. To seek manufacturer approval, please make sure that the manufacturer is a good fit for your business and contact your sales rep. Your sales rep will then handle all communication through the manufacturer to get their approval for your business to sell their product.
What file type is the Inventory-List?
Inventory-List is a .csv file.
Are there any software requirements to open the Inventory-List.csv file?
You will need to have Microsoft Excel or a similar spreadsheet tool capable of opening .csv files.
How often is the Inventory-List.csv file updated?
Inventory-List.csv updates hourly.
How often should I download the Inventory-List.csv file?
It is recommended to download the Inventory-List.csv file at least twice per week, if not more, as inventory levels can change quickly.
SHIPPING OPTIONS
Who is Basilio Inc's preferred shipping carrier?
FedEx® is Basilio Inc’s default carrier.
What if I want to use a different carrier?
When placing a web order, available carrier options will be listed. However, only FedEx® shipping rates will be shown. If an order is being emailed in, simply state which method you would like to use. Again, if you don’t specify, Basilio Inc will default to FedEx®.
Is there a flat-rate shipping option?
Yes, there are multiple flat-rate shipping options with Basilio Inc. It is based on the total weight of the shipment. To learn more, login to your account and read Basilio Inc’s flat rate agreement.
Can I customize my shipping label?
Yes, you can contact our live customer support team at [email protected] with your account number (phone number) and your request.
Does Basilio Inc ship internationally?
Please see our Terms & Conditions for more information on international shipping guidelines and freight costs.
Can Basilio Inc ship to FBA warehouses?
Yes, Basilio Inc can. You must be signed up for Basilio Inc FBA program before FBA orders can be placed. The offer for enrollment into the FBA program will be made during the initial discussion with your sales representative.
Can Basilio Inc ship to freight forwarders?
Yes, Basilio Inc can. Please see our Terms & Conditions for more information on shipping guidelines and freight costs.
ORDER INFORMATION
Is there more than one way to place an order?
Yes, orders can be placed via the website, your account’s sales representative and via FTP (File Transfer Protocol). To get set up for FTP, you will need to contact your sales representative and provide your static IP address.
When do I get charged for my order?
Orders are charged to the assigned credit card on the account after the order has shipped.
Is there a flat-rate shipping option?
Yes, there are multiple flat-rate shipping options with Basilio Inc. It is based on the total weight of the shipment. To learn more, login to your account and read Basilio Inc’s flat rate agreement.
Orders can be submitted at any time over the weekend, but orders placed during the weekend will not be shipped out until Monday.
Yes, you can contact our live customer support team at [email protected] with your account number (phone number) and your request.
Is there a minimum order quantity?
Yes There is a 50,000 USD minimum Order Quantity Per Order
What happens if an order is placed for several items and one or more are backordered?
If the order is set to Ship Complete, the order will ship as one shipment after the last backordered product comes into stock. If the order is set to Ship Incomplete, the order will ship in multiple shipments as products come into stock.
To choose “Ship Complete” go to your cart and proceed to checkout. Once you reach the Shipping Method section, select “Ship Complete” to have your order delivered once products on backorder have arrived.
