ShipRelay Fulfillment
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ShipRelay is a dream! As a company that has grown rapidly over the last 10 years but still considers themselves a small business with a small team, ShipRelay has been the perfect partner for us the last 5 years as we needed fulfillment support. They treat us as if we are their own small business rather than large fulfillment centers where we would be treated like a small fish in a big pond. They cater to every need big or small and have made such a scary transition so much less stressful. My company is like my baby and ShipRelay has treated it as their own with so much care and compassion. I highly recommend them if you are looking for a more boutique 3PL experience! We have never had issues like the ones below with 1 star reviews. But, the staff at ShipRelay are only human and if there ever has been an issue, they always take full responsibility and make it right. We couldn't say more positive things about this company!
We hired ShipRelay as AXK's 3PL after a strong reference from MARION, another maternity brand we were acquainted with and later went into partnership with. At first, things ran smoothly. Unfortunately, we began running into customer quality complaints, inbound inventory and supply shipments marked “delivered” and signed for by warehouse staff that we were later told were not received and were not reflected in inventory, and processing delays. We also struggled with communication from one of the founders, which often felt dismissive and made working through issues more difficult. When we decided to move on, it was weeks before our inventory shipped, and we were also billed for preparation and exit fees that were substantially higher than we expected based on prior rates. Despite repeated requests, we did not receive clear documentation explaining those amounts. We also were told we would be billed for onboarding charges that had not been agreed to or invoiced at the time of onboarding months previously. As founders, the entire exit process felt like a worst-case scenario and created significant stress and disruption for our business.
First we’d like it to be known that AXK Maternity and MARION Maternity are the same company. We take these concerns seriously and want to add factual context from the written record. On inbound discrepancies, when our team identified a shortage or mismatch, we notified their team shortly after receipt so corrective action could be taken while the carrier and vendor claim windows were still open. We did not receive the required documentation or direction to proceed within those timeframes, and follow-up action was initiated months later, which is outside typical carrier claim windows. On billing, all charges were tied to documented services performed during offboarding and pass-through costs (including duties and materials). These were itemized in the ShipRelay portal ledger by invoice or transaction ID. We also requested a consolidated list of the specific invoice or transaction IDs they disputed so we could address them line-by-line but received none.
Serious Risk to Inventory and Brand; Proceed with Extreme Caution. We had a deeply damaging experience working with ShipRelay as our 3PL over about 18 months. I’m sharing this so other founders can make an informed decision. Inventory we sent to ShipRelay in clean, sellable condition was later returned to us dirty, damaged, and in many cases unsellable. Packaging was torn or destroyed, garments arrived soiled, and basic quality-control steps appeared not to be followed. These issues weren’t isolated. We documented them through customer complaints, internal test orders, and extensive photos. When we raised concerns, we were given multiple, changing explanations for the same damage, without documentation provided at the time that clearly supported those explanations. When we decided we had no choice but to exit and retrieve our inventory, the process became extremely difficult: shipments were delayed, transfer orders were canceled and re-created without our request, and billing became confusing to reconcile, including charges for labor that we did not request, storage fees that appeared after inventory had already been moved out, and other costs that were applied without clear explanation or itemization, only general charges listed on the customer portal. We repeatedly requested clear, itemized explanations in writing and did not receive them. We were also surprised to be presented with several thousand dollars in onboarding-related charges more than a year after onboarding, and only once we were trying to leave. These fees had never been invoiced or itemized during our time working together. In the end, we were forced to bring fulfillment back in-house at significant cost to protect our customers and our brand. Because of delays (for which we were given shifting explanations), a large portion of our inventory was unavailable for sale through BFCM and the peak holiday season. This is something no small business can afford. When we did finally receive the last bulk shipment of our inventory nearly two months after initiating the transfer, significant inventory was missing, and we documented substantial additional inventory damage. Packing slips we received reflected higher inventory quantities than what actually arrived. The financial and operational impact on our business was severe. Based on our internal records, we estimate the total impact exceeded $100,000, including damaged/unsellable inventory, lost sales during peak season, emergency fulfillment transition costs, time spent correcting issues that arose while our inventory was in their care, and return inventory that we were told would not be released until additional, disputed charges were paid (this inventory has not been returned to date). To date, we have not been able to reach a resolution or accountability with ShipRelay despite providing extensive documentation. It has been genuinely disheartening. The good news is that once we took fulfillment back in-house, the quality issues stopped and our customer satisfaction feedback has recovered quickly. A 3PL has enormous control over your inventory, customer experience, and cash flow. Based on our experience, ShipRelay did not operate with the level of transparency and accountability we believe is required when serious issues arise. We strongly recommend other brands proceed with extreme caution.
First we’d like it to be known that AXK Maternity and MARION Maternity are the same company. We take these concerns seriously and want to add factual context from the written record. Inventory condition: We dispute that inventory was “damaged” due to mishandling by ShipRelay. Based on the damage to their dust bags that did occur, our position was that the issues were consistent with degradation of their compostable and biodegradable packaging over time (brittleness, seam failures, creasing). To assess objectively, we requested manufacturer specifications, shelf life, storage requirements, and lot or manufacture-date details. Those materials were not provided. We also proposed an operational mitigation, including re-bagging into durable poly, but that option was not approved. Offboarding variances: Regarding claims that packing slips did not match received contents, we requested a consolidated variance report (carton identifier, packing slip reference, and the specific variances) and confirmation that all cartons and packaging were preserved for verification. We were advised reconciliation was ongoing, but we did not receive a final consolidated report that allowed verification of specific discrepancy claims. Timeline and availability: The closeout took place during peak holiday season constraints and involved manual, spec-driven requirements (one SKU per carton, labeling, palletizing, measurements, and documentation). Where inventory remained in process, completion and forwarding required the usual project approvals and handling of pass-through costs such as duties and return processing, consistent with the agreement. Billing: Charges reflected documented closeout labor, return handling, materials, and pass-through duties. These are itemized in the ShipRelay portal ledger by invoice or transaction ID. We also requested the specific invoice or transaction IDs in dispute so we could address items line-by-line, but we did not receive a consolidated list in that format.
We would love to give 6 stars. The interface is the most robust customizable interface out of any fulfillment service we have previously tried. The ShipRelay team also goes above and beyond to troubleshoot any minor issues you might encounter.
ShipRelay is the best partner we could ask for. Their customer service is superb. Everybody in the company, including the CEO, Mike Weber, is helpful, flexible, and responds within hours to resolve any issues we may have. Their software is easy to use, and Mike is a pleasure to work with! We have been working with them for more than a year, and when we started, they made it clear that our success was their success, Every day since, they worked hard at it, and kept their promise. When we launched, we needed a strong shipping partner to help us navigate intricate logistics and to ensure success. ShipRelay has superseded expectations, and we cannot recommend them enough. If you need a strong shipping partner to make your business successful, too, ShipRelay is the best of the best.
Working with Ship Relay has been such an essential part of launching my business. As a small business, it has given me the time and flexibility to grow in other areas while feeling confident that my inventory is being safely and thoughtfully fulfilled. The customer service at Ship Relay is the most thorough and accommodating I have come across. Their database is user friendly and I know that they are always there for me if I have any questions. I am so grateful for the team over at Ship Relay who have been by my side every step of the way! I could not be happier with their services and certainly could not imagine running a new business without them. - Carson Meyer C & The Moon LLC
Amazing service and app! They are simply awesome!
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