At Atomix, we take pride in keeping our fulfillment errors extremely low, with a goal to eliminate pick and pack errors completely. Occasionally, there are issues with shipments. When these occur, it's important that Atomix is aware of the problem so we can address it internally and make sure it does not happen again.
Important Note: Shipping fees can only be waived for replacement orders if Atomix creates them and the error was on our part. Your prompt notification is essential for us to maintain service quality.
What counts as a Pick/Pack Error?
Not all shipping issues are fulfillment errors. Please use the following guide to identify the nature of the problem:
Fulfillment Errors (Atomix fault) | NOT Fulfillment Errors |
• Orders missing an item | • Orders lost in the mail |
• Orders containing the wrong item | • Orders delayed in transit |
• Orders that have too many items | • No scans beyond "label created" after leaving Atomix |
• Orders that are packaged incorrectly | • Orders damaged or broken in transit |
How to Report an Error
If a customer reports a fulfillment error, Atomix requires the following information to be submitted via our platform's chat function:
Order Number
Ship Date
Photo of the order (as the customer received it)
Description of the problem/error
Note: If an error is NOT reported, we cannot implement solutions or process improvements, which may lead to recurring issues.
Billing & Replacement Orders
If an error is reported and our team determines that Atomix was at fault, we will create a replacement order to correct the problem.
Standard Billing Process:
Step 1: Atomix staff creates the replacement order.
Step 2: Atomix covers the shipping cost of the replacement order.
Step 3: If the wrong product was sent, Atomix pays for the return label OR the cost to manufacture the product (whichever is lesser).
International Note: We do not support international returns.
Credit Policy: Credit is not guaranteed for any order or replacement order. Each case is evaluated individually.
Frequently Asked Questions (FAQ)
I want to make my own replacement orders. Is that okay?
Atomix discourages brands from making their own replacement orders. There is no guarantee that self-created replacements will receive credit for shipping charges. Only replacements created by the Atomix team qualify for potential shipping cost removal.
Is there a time limit for reporting fulfillment errors?
While there is no strict deadline to report, your account is only eligible for shipping or pick/pack credit if the error is reported within 30 days of the order shipping date.
My Account Manager won't promise me a credit. Why not?
Each error is evaluated by our billing team, which determines if credit will be issued. Account Managers are not involved in this decision-making process and cannot issue credits on invoices. If needed, your Account Manager will connect you with the billing team.