FAQs

Get answers to frequently asked questions about ePallet and our services.

What are your hours of operation?

We are fully staffed 8:00 AM – 5:00 PM EST and all calls and emails are addressed immediately. We are in constant communication with our offices, manufacturing plants, dispatch, trucks, and personnel. In addition, we provide 24 / 7 service. We have an emergency toll free number where all calls are routed to the appropriate salesperson where you will speak to a live person immediately.

After hours: Our East Coast offices typically close at 5PM, however, our West Coast facilities are running until 5PM PST / 8PM EST. Most of our manufacturing facilities run a second shift and are operational until 11PM. Our drivers run from 3AM EST until as late as 11PM EST in most cases.

Weekend: Our offices are typically closed on the weekends. However, many of our plants are operational and making deliveries. It is our intention that every employee have Sunday as their own. However, it does happen that production and dispatch work weekends, when necessary.

Holidays: Our offices and manufacturing facilities are typically closed on the National Holidays, but we can make deliveries when required or if an emergency occurs.

Do you provide drop trailers?

Drop trailers can be provided by ePallet at no additional cost if the trailer is swapped a minimum time of once per week. These drop trailers are available for customers to load and unload at their convenience. These trailers can be used to store new pallets that we deliver or to store pallets until they are put into production. Trailers can also be used to load scrap pallets on for return to ePallet or for scrap removal or credit.

How do you deal with emergency volumes?

We have customers that require delivery of two to three loads per day and inventory is kept on hand with a standing order. If production runs heavy, we will deliver same day. If production runs light, we will push off loads. We can often meet ad hoc requests same day when requested before noon. If a request comes in after noon, we typically react within one to two days. We have a 24/7 toll free number that will auto dial our chain of command until a live attendant retrieves the call. That number is 1-888-805-9670.

Does your organization meet international standards such as ISPM15?

ePallet provides heat-treated pallets (HT pallets) for export in accordance with the IPPC’s most current ISPM 15 requirements. Our team is well educated on ISPM 15 rules and regulations, and ePallet is audited once a month by a third-party agency to confirm that we are adhering to all ISPM-15 regulations.

Does your company have a contingency/disaster recovery plan in place if one of your locations is unable to operate to service customers?

Due to the nature of our business and our overall business model, we have backup suppliers for every aspect of our business. We have multiple suppliers for nails, lumber, cores, trucking, and the like. In addition, we also work with multiple manufacturing facilities that can assist if there were a natural disaster or fire. It is very unlikely that we would have any disruptions in shipments caused by such factors as labor strikes, weather related issues, fire or natural disasters as we would call on our other sister facilities to assist if only temporary. We have back up facilities and logistics for every customer we service to assure there are no lapses in service for any reason. This is certainly a benefit when working with a pallet management company such as ePallet!

What are the US locations or regions in which your company operates?

Our ePallet manufacturing sites are in the Midwest. We also have qualified sister plants as well as satellite offices throughout the U.S., Canada, and Mexico. You can see our distribution areas here.

What is your approach to strategic account management?

ePallet has a dedicated sales teams that work specifically with each location and region. You will have a dedicated sales representative that manages your location and works closely with your team to streamline operations, drive deflation and the like.  This would be your 24/7 365 support contact that always available to you – night or day.  Each of our sales representatives has an inside salesperson (customer service, if you will) that expedites all the orders, oversees the day to day deliveries and the like. Additionally, you may have an ePallet corporate representative to manage the account as a whole and serve as a single point of contact for your corporate management team for collaborations and plant updates during the term of the contract.

How do you assist customers in the removal and repurposing of used pallets?

ePallet has many recycling, repair and return programs currently in place. We typically remove all scrap pallets at any location, and then sort, repair, and return the repaired pallets back into your supply chain. Pallets are returned at a fraction of the cost of the initial inbound pallet cost. Unusable pallets are mulched, or the components are utilized for other purposes. We would remove all pallets, sort, repair and return repaired pallets back to you. Pricing for this is typically a savings of 30% of the cost of the initial inbound new pallet’s purchase price.

Scrap credit buyback programs are offered at a flat rate for a full truckload of broken pallets that meet the resale market. We value your business and take great pride in being 100% sustainable.

What recommendations do you have to reduce overall costs?

Having a National Sales Representative and a sales representative at the plant level ensured that all cost savings initiatives are reviewed and discussed so that you can be confident we are providing the very best solutions available. We feel there are always soft and hard savings to be found.

Examples include:

  • Scrap buyback
  • Reverse logistics – your top 10 ship to locations– retrieve, repair and return the pallets back to the closest manufacturing facility in your region.
  • National rebate for dollars spent annually
  • Pallet tracking
  • Discounted terms, consignments, consolidated billing, VMI, EDI
  • Redesigns as well as the introduction of remanufactured, and reconditioned pallets

We also offer total pallet management services such as:

  • Consignment (zero inventory)
  • Pallet Exchange Program
  • Repair & Return Program<
  • Pallet Retrieval
  • Reverse Logistics
  • Extended Payment Terms
  • Consolidated Billing

How is your pricing regulated?

ePallet regulates pricing by being a member of the NWPCA and WPA, assuring we are on the cutting edge of market conditions and how they will affect our business as well as our customers. In addition, we monitor market publications to assure that we have all the necessary information to best detail the current pallet market and advices of market changes and how they will affect us. We regularly review The Pallet Profile, The Recycled Record, Hardwood Market Report and Random Lengths. Formerly, pricing was solely regulated based on these publications but there are now several other factors impacting pricing. Those items include nails, labor, trucking and how tariffs have affected costs on steel, how labor has increased due to a lack of good employees, how drivers hours are regulated now by the government, and if there is a shortage of drivers available. Lumber will always fall to the forefront of costs, as it makes up the most overall cost to build pallets, but these factors do play a part as well. ePallet works diligently with all mills on costs and where lumber is regionally and by state. We work to hold pricing steady for as long as possible and only engage in talks with customers about increases when necessary.

What is your implementation process?

We feel that roll out is the most important step in the process of acquiring new customers, and we take this process very seriously. We do not rush this step in the process, as we are learning your business from the inside out and look to suggest additional programs for savings and efficiencies. For any smooth transition and implementation, we require site visits to each location to verify the information provided to us within the RFP. We will confirm the specifications, review your production, application, and better understand your processes and procedures. We make recommendations – based on our expertise and experience – that result in cost reductions and/or improve efficiency. We will also obtain pertinent delivery information, receiving hours, dock times, locations of trailers, driver instructions and the like. The more information your team can provide and the more transparent we are as a team, the more successful the roll-out will be. Once we establish a complete understanding of your plant processes, we will collaborate with the front office staff to determine how orders, purchase orders, drop and hook, empty trailers and any other pertinent information will be communicated and released to our personnel.

What are your average lead times?

Being subject matter experts in the logistics and manufacturing of pallets, we are most prepared and understanding of your expectations and production schedules. We would have multiple loads on the ground for immediate shipment so same day/next day would be the normal lead times where necessary. Typical new pallet lead times are 3-5 business days, and typical lead times for reconditioned pallets are same day/next day.