> ## Documentation Index
> Fetch the complete documentation index at: https://help.jetpack3pl.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Billing & Support FAQs

> Frequently asked questions about pricing, invoices, storage fees, payment methods, billing cycles, disputed charges, and contacting Jetpack Care support.

<div className="page-intro">
  Common questions about understanding invoices, pricing and fees, payment methods, storage costs, billing cycles, and how to get help from Jetpack Care support team.
</div>

## Understanding Invoices

<Accordion title="How often will I receive invoices?">
  Jetpack sends invoices weekly via email covering all fulfillment activities and fees from the previous week. Storage fees follow a semi-monthly billing cycle (1st-15th and 16th-end of month) but appear on your weekly invoices. See [Your Invoices](/fulfillment/billing-invoicing/your-invoices) for details.
</Accordion>

<Accordion title="What format do invoices come in?">
  You'll receive two files with each invoice: a PDF summary for quick review and record-keeping, plus a comprehensive XLS detail file containing every line item for analysis and accounting integration. Both are delivered directly to your email. Learn more about [invoice delivery](/fulfillment/billing-invoicing/your-invoices).
</Accordion>

<Accordion title="What charges appear on my invoice?">
  Invoices include storage fees (bins, shelves, pallets), D2C and B2B fulfillment fees, receiving fees for inbound shipments, per-unit pick fees, kitting charges, returns processing, carrier surcharges, and any extra services like dangerous goods handling or fragile packing. See [common invoice line items](/fulfillment/billing-invoicing/your-invoices#common-invoice-line-items).
</Accordion>

<Accordion title="How can I analyze my invoice data?">
  The XLS detail file allows you to sort by fulfillment center, filter by service type, track trends over time, identify cost drivers, import into accounting software, and create custom reports. This is your most powerful tool for understanding fulfillment costs. Learn about [using the XLS detail file](/fulfillment/billing-invoicing/your-invoices#using-the-xls-detail-file).
</Accordion>

<Accordion title="What if I don't recognize a charge on my invoice?">
  Contact Jetpack Care for assistance with any charges you don't understand. Our team can explain specific line items, help reconcile charges with your orders, and address billing discrepancies. Reach out via Slack, phone, or email.
</Accordion>

***

## Payment Methods and Billing Cycles

<Accordion title="What payment methods does Jetpack accept?">
  Jetpack accepts ACH (1-3 business days, no fees), wire transfer (same/next day, no fees), and credit card (immediate, 3% processing fee). Payment is due upon receipt of your invoice. See [payment methods](/fulfillment/billing-invoicing#payment-methods) for details.
</Accordion>

<Accordion title="Why is there a 3% fee for credit card payments?">
  The 3% fee covers credit card processing costs. To avoid this additional charge, use ACH or wire transfer payment methods which have no processing fees. Learn more about [payment options](/fulfillment/billing-invoicing#payment-methods).
</Accordion>

<Accordion title="When is payment due?">
  Payment is due upon receipt of your weekly invoice. Invoices are generated weekly and sent directly to your email inbox. Plan cash flow accordingly to ensure timely payment. See [billing cycles](/fulfillment/billing-invoicing/your-invoices#invoice-frequency-and-billing-cycles).
</Accordion>

<Accordion title="How do I update my payment method?">
  Contact Jetpack Care to update your payment method or billing contact information. Ensure your email address on file is monitored regularly so you receive invoice notifications promptly.
</Accordion>

***

## Pricing and Fees

<Accordion title="How does Jetpack's pricing work?">
  For D2C fulfillment, Jetpack uses a unified rate card that combines shipping costs, first pick fee, processing fee, and standard packaging into one negotiated rate per order. Additional services like storage, extra picks, B2B fulfillment, and receiving are priced separately. See [how pricing works](/fulfillment/billing-invoicing/general-pricing#how-jetpack-pricing-works).
</Accordion>

<Accordion title="Where can I find detailed pricing for my region?">
  Jetpack operates in five regions with local currency pricing: USA (USD), Canada (CAD), United Kingdom (GBP), European Union (EUR), and Australia (AUD). Visit the [General Pricing](/fulfillment/billing-invoicing/general-pricing) page and select your region for comprehensive pricing details.
</Accordion>

<Accordion title="What counts toward my fulfillment minimum?">
  Only B2C fulfillment fees, B2B fulfillment fees, pick fees, and kitting fees count toward your monthly fulfillment minimum. Storage fees, receiving fees, extra services, and miscellaneous fees do not count. Learn about [fulfillment minimums](/fulfillment/billing-invoicing/fulfillment-minimums).
</Accordion>

<Accordion title="What happens if I don't meet the monthly fulfillment minimum?">
  If your monthly fulfillment and kitting charges fall below the regional minimum, you'll be charged the difference to reach the minimum threshold. Most regions offer a 90-day grace period for new merchants. See [regional fulfillment minimums](/fulfillment/billing-invoicing/fulfillment-minimums).
</Accordion>

<Accordion title="Are there setup fees or onboarding costs?">
  There are no setup fees to create a Jetpack account. Initial costs typically include receiving fees for your first inventory shipment and storage fees (prorated for the month). Fulfillment fees begin once orders start shipping. See [pricing overview](/fulfillment/billing-invoicing/general-pricing).
</Accordion>

***

## Storage Fees

<Accordion title="How are storage fees calculated?">
  Storage fees are charged per storage location (bin, shelf, pallet) on a monthly basis but prorated daily. If a SKU is stored for 15 days in a location with a $30 monthly fee, you'll be charged approximately $15 for that period. See [storage fees explained](/fulfillment/billing-invoicing/your-invoices#common-invoice-line-items).
</Accordion>

<Accordion title="When are storage fees billed?">
  Storage fees follow a semi-monthly billing cycle: charges for the 1st-15th are invoiced on the 15th, and charges for the 16th-end of month are invoiced on the last day. These charges appear on your weekly invoices alongside regular fulfillment charges. Learn more about [storage billing cycles](/fulfillment/billing-invoicing/your-invoices#invoice-frequency-and-billing-cycles).
</Accordion>

<Accordion title="What are the different storage location types?">
  Storage locations include bins (small items), shelves (medium products), and pallets (bulk inventory). Some fulfillment centers also offer specialized types like small shelves, half pallets, and double pallets. Each type has different dimensions and monthly fees based on space requirements. See regional pricing pages for specific details.
</Accordion>

<Accordion title="How can I reduce storage costs?">
  Monitor which SKUs consume expensive storage, request inventory consolidation when products spread across multiple locations, right-size inventory levels to balance availability against costs, and rotate inventory efficiently. Review your XLS invoice file regularly to identify high-storage SKUs. See [cost optimization tips](/fulfillment/billing-invoicing/general-pricing#pricing-best-practices).
</Accordion>

<Accordion title="Why is my product using multiple storage locations?">
  Products may occupy multiple storage locations if you have high inventory volume, products arrive in multiple shipments, or fulfillment centers optimize storage based on pick frequency. Each location generates separate daily storage charges. Contact Jetpack Care if consolidation would reduce costs.
</Accordion>

***

## Rate Increases and Pricing Changes

<Accordion title="How often does Jetpack increase rates?">
  General Rate Increases (GRIs) typically occur once per year, usually in Q1 aligned with carrier rate increases. Additional adjustments may occur if extraordinary market conditions require it, but advance notice is always provided. See [General Rate Increases](/fulfillment/billing-invoicing/general-rate-increases).
</Accordion>

<Accordion title="How will I be notified of rate increases?">
  You'll receive email notification at least 30-60 days before any rate increase takes effect. The notification includes specific services affected, new rates compared to current rates, effective date, and rationale for the increase. Learn about [GRI notification process](/fulfillment/billing-invoicing/general-rate-increases#how-youll-be-notified).
</Accordion>

<Accordion title="What services are affected by rate increases?">
  GRIs can affect:

  * Storage fees
  * D2C and B2B fulfillment fees
  * Pick fees
  * Receiving fees
  * Carrier surcharges (pass-through charges)
  * Extra services like kitting and returns processing
  * Fulfillment minimums

  Not all services are adjusted in every GRI. See [what services are affected](/fulfillment/billing-invoicing/general-rate-increases#what-services-are-affected).
</Accordion>

<Accordion title="Can I lock in current rates with a long-term contract?">
  Depending on your order volume and business characteristics, Jetpack may offer custom pricing agreements that provide rate stability. Contact Jetpack Care to discuss options for your specific situation.
</Accordion>

***

## Disputed Charges and Credits

<Accordion title="What if I disagree with a charge on my invoice?">
  Contact Jetpack Care immediately with details about the disputed charge. Our billing team can review the charge, explain how it was calculated, and process corrections if an error occurred. Have your invoice number and specific line items ready when you contact support.
</Accordion>

<Accordion title="How do credits and adjustments appear on invoices?">
  Credits appear as negative amounts on your invoice and reduce your total balance. Common credits include claim reimbursements for lost/damaged shipments, billing corrections for errors, promotional credits, and overage adjustments. Credits are clearly labeled with descriptions. See [credits and adjustments](/fulfillment/billing-invoicing/your-invoices#common-invoice-line-items).
</Accordion>

<Accordion title="How long does it take to receive a credit for a billing error?">
  Once a billing error is confirmed, credits typically appear on your next weekly invoice. For urgent matters, contact Jetpack Care to expedite the review and credit process.
</Accordion>

***

## Insurance and Claims

<Accordion title="How much does parcel insurance cost?">
  Parcel insurance costs 1.875% of the insured value plus fulfillment cost, with a maximum coverage of $5,000 USD per parcel. All orders automatically receive $100 USD courtesy coverage. Insurance values are always in USD regardless of order currency. Learn about [insurance options](/fulfillment/claims#understanding-insurance-options).
</Accordion>

<Accordion title="What is the courtesy coverage for lost or damaged shipments?">
  Orders without purchased insurance automatically receive up to \$100 USD retail value coverage (or the carrier's loss limitation, whichever is less) at no charge. If you purchase insurance, the insured amount replaces the courtesy coverage. See [courtesy coverage details](/fulfillment/claims#understanding-insurance-options).
</Accordion>

<Accordion title="How do I submit a claim for a lost or damaged shipment?">
  File your claim in Jetpack Pro, or reach out to your Jetpack Care Manager to submit one. You'll need documentation including retail invoice, tracking information, and (for damage claims) photos and customer communication. Claims have specific deadlines based on claim type. See [submitting claims](/fulfillment/claims/submitting-claims).
</Accordion>

<Accordion title="What costs are reimbursed in a claim?">
  Claims reimburse the retail value (after discounts) of confirmed damaged or lost items only. Original shipping costs, reshipment costs, fulfillment fees, and packaging costs are not covered. Maximum reimbursement is \$100 USD or the carrier's limit unless you purchased additional insurance. Learn about [claim reimbursement policies](/fulfillment/terms-and-slas/loss-damage-claims).
</Accordion>

***

## Contacting Support

<Accordion title="How do I contact Jetpack Care for support?">
  Jetpack Care is available via Slack (fastest response), phone, or email. Contact information is available through your account dashboard. Our team assists with billing questions, invoice clarification, technical issues, and general fulfillment support.
</Accordion>

<Accordion title="What types of questions can Jetpack Care help with?">
  Jetpack Care assists with:

  * Billing questions and disputed charges
  * Invoice line item clarification
  * Pricing and rate card questions
  * Payment method updates
  * Custom service quotes
  * Technical integration issues
  * Operational questions about fulfillment
  * Claims support

  Our team is here to help with any Jetpack-related questions.
</Accordion>

<Accordion title="What is the response time for support requests?">
  Response times vary by channel and issue complexity. Slack typically offers the fastest response for urgent matters. For billing questions, having your invoice number and specific details ready helps expedite resolution. Contact Jetpack Care for specific SLA information.
</Accordion>

<Accordion title="Can I get help understanding how rate increases affect my account?">
  Yes! Jetpack Care can help you understand how upcoming General Rate Increases affect your specific account, provide context for pricing adjustments, and discuss strategies for managing cost changes. Contact the team via Slack, phone, or email. See [planning for rate increases](/fulfillment/billing-invoicing/general-rate-increases#planning-for-rate-increases).
</Accordion>

***

## Let's Dive Deeper into Billing and Support

* [Billing and Payments](/fulfillment/billing-invoicing) - Complete overview of Jetpack's billing approach
* [Your Invoices](/fulfillment/billing-invoicing/your-invoices) - Learn how to read and analyze invoices
* [General Pricing](/fulfillment/billing-invoicing/general-pricing) - Detailed regional pricing for all services
* [Fulfillment Minimums](/fulfillment/billing-invoicing/fulfillment-minimums) - Regional minimum monthly fees and grace periods
* [General Rate Increases](/fulfillment/billing-invoicing/general-rate-increases) - Understanding pricing adjustments
* [Claims and Insurance](/fulfillment/claims) - Protecting shipments and submitting claims

***

<Tip title="Need Help?">
  If you have questions about your invoice, pricing, payment methods, or need support with any billing issue, contact Jetpack Care. Our team is always here to assist via Slack, phone, or email!
</Tip>