Returns Process to Citi Fulfillment LLC

Everything you need to know about how Citi Fulfillment LLC processes returns.

Returns

At your discretion, Citi Fulfillment LLC offers our vendors the capability to accept and receive returns and exchanges coming back into our fulfillment center. A return is a result of an order being requested to be refunded or exchanged by your customer. Importantly, Citi Fulfillment LLC will not handle refunds or exchange transactions for the vendor, that will be processed through the vendors third party returns platform – we will process the inventory according to your return’s preferences.

There are 2 types of returns:

1. Return To Sender (RTS): A return that results from a carrier or delivery failure and arrives back at Citi Fulfillment LLC. We will automatically restock every item with the pickable inventory unless an RTS action has been defined as quarantine or dispose.
2. Return Order: A return that is sent back to Citi Fulfillment LLC at a merchant’s request. Return orders can be created in 3 ways:

• A return/exchange request is submitted through the vendors online application and that request has a return address to our fulfillment center
  • NOTE: All vendors that would like us to handle their returns process as well as their customer service will need to have their returns policy on file via our Returns Form
  • Please contact your account representative for more details and pricing information
  • An integration from your website by the following partners is also required:
    • Returns Integration partners: ReturnLogic, Loop, or Returnly.
    • An additional cost is associated with this feature outside of Citi Fulfillment LLC as it is managed by 3^rd party companies

Fees

Return Order:

• There is no processing fee for Citi fulfillment LLC to accept and process your returns. This includes the processing of all items in the return and is only applied to your account when the return physically arrives in our fulfillment center.

SLA: 10 Business Days

Important Notes:

• We require clean inventory items to be added to a Return order: This means only the physical items, not bundles or non-physical products (variants) like digital downloads.
• Lot Items: While Lot items may be returned, we do not support restocking lot/exp date products with the original lot at this time.
• 1 Return = 1 Box: We assume that all inventory items on the Return are in the same box.
• Identification of the Return: When sending returns to Citi Fulfillment LLC fulfillment centers, you must submit a Reference ID/RMA (Mandatory) and a tracking number (highly recommended). These two allow our staff to identify your return and associate them to your account. Failure to do so will result in ON-HOLD RECIEVING POLICY fees and delays.

Some items are NOT eligible for returns to our facilities:

• Any hazardous material (e.g. fertilizers, aerosols, batteries).
• Any food products. These products will be disposed of upon receipt or rejected.
• Intimate apparel, toys, or any intimacy-related goods.
• Syringes or medical supplies that include testing/sample kits.
• Medical supplies used for collecting fluids.
• Medicine (i.e. vitamins, supplements).
• Tabacco

Processing Fees:

This $0 processing fee includes:

• Any dispose or quarantine action.

This $0 processing fee does not include:

• Plugging in or testing any electronic devices.
• Disassembly of the core product (e.g. unscrewing, taking out batteries, etc.).
• Re-kitting. If a de-kitted product is being returned, we recommend disposing or quarantining and sending it back as a wrapped pallet at regular intervals.
• Serial scanning.
• Logging anything on a third-party document such as a spreadsheet or a third-party software.
• Sort by lot codes or expiration dates.

*Citi Fulfillment does not offer these services at this time.

FAQs

• Why is my return shipping label more expensive than the original fulfillment price?
• All return labels and requirements must be managed by the vendor, Citi Fulfilment does not handle any steps in this process

If you need additional information about returns or processing returns please email Support@Citifulfillment.com