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| Getting Started: |
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What do I need to sign up for an account? |
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To register for a Primebin account, simply click on the Register link in the top-right corner of the page and fill out the form. All of the fields on the registration form are required to open an account. |
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Is it safe to provide Registration information into your online form? |
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Yes. The registration form resides on a secure portion of the site that is encrypted with SSL encryption to ensure that your information is protected at all times. |
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My confirmation e-mail did not arrive into my inbox |
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Please check your spam folder to see if the confirmation e-mail was diverted into it. If the message cannot be found, type in your login information into the Client Login Box to receive a link to re-send the e-mail. |
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Why was my e-mail address rejected during signup? |
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Primebin supports one account per e-mail address. If an e-mail address was rejected, there is already an account created under that e-mail. Please use the ‘forgot your password’ link to retrieve the password for the account. |
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What happens if I forgot my password? |
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The Client Login Box contains a link to reset your password through your registered e-mail address. Please follow the link to reset your password. |
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How do I change my password? |
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Current passwords can be changed in the Client Portal under the ‘Account Settings’ section. |
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Is it ok to have two accounts with Primebin? |
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For clients that operate multiple businesses, we recommend that you create separate accounts for each entity so that your transaction records are independent. |
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How long before I can start storing inventory at Primebin? |
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Your account becomes active as soon as your registered e-mail address is verified. After activation, a delivery appointment can be instantly scheduled in the Control Center. |
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I have a question that’s not mentioned in the Help Hub. |
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If you’re looking for more information on a specific topic, feel free to contact us using the ‘Contact Us’ form. |
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| Services Offered: |
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Is there a minimum contract required for Primebin’s services? |
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No. All services are provided without any hidden fees or minimum contract terms. |
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How is my inventory stored at Primebin? |
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Your inventory resides in dedicated storage bins that are properly labeled and linked to your account. Products are stored at room temperature in a clean environment. |
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Which shipping carriers does Primebin ship through? |
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Primebin utilizes Purolator, UPS, and FedEx as its primary shipping carriers. When you submit a customer order, the Control Center will display real-time quotes from all three carriers for you to choose from. |
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Are your shipping rates cheaper than what’s offered to me by my carriers? |
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Because we consistently ship high volumes of orders through our partnered carriers, we receive discounted rates that are 10 to 30 % lower than their standard rates. These savings are passed entirely onto you! |
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What type of specialized services does Primebin offer? |
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Our goal is to be a complete ‘full-service’ provider to the businesses we support. Please browse through our Services section to find out more about what we offer. Alternatively, you can contact us via phone or e-mail to discuss your specific business needs. |
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Are there plans to expand on the current services offered by Primebin? |
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We’re constantly working on new and innovative ways to support our clients with their storage and shipping needs. If you have any comments or suggestions on the type of services that would help your business, feel free to contact us with your ideas. We would love to hear from you! |
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| Pricing and Billing: |
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How much does registration cost? |
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Registration for a new account is completely free. |
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Are there administrative charges to access the Control Center? |
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Once an account is created, there are no administrative charges to access the Control Center. |
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When do I start accruing costs for my Primebin account? |
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Your costs start accruing from the day your inventory arrives into our facility |
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How do I pay for Primebin services? |
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All Primebin services are paid through a pre-paid account. Storage fees are deducted at the 1st of each month, and all other services are deducted as they occur. Please ensure that your account is properly funded at all times to avoid any administrative charges. |
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What payments do you accept? |
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Primebin accounts can be funded by using VISA, MasterCard, or American Express cards. |
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Are your services taxed? |
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Yes. All services are subjected to the Canadian Federal ‘Goods and Services Tax’ at a rate of 5% |
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How much does it cost to receive inventory into Primebin? |
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Receiving inventory into the Primebin facility is free, as long as it meets criteria’s that would deem it ‘fit’ for receiving |
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What is ‘Fit’ inventory, and what are the criteria’s to make my inventory ‘Fit’ for receiving? |
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‘Fit’ inventory meets all of the following criteria’s when it arrives at the warehouse:
- Delivery date and time are accurately scheduled
- An ISN number is available for each ‘Send to Warehouse’ request generated in the Control Center
- A vendor packing slip is present and clearly identifies each item in the ISN
- The SKU quantities mentioned on the packing slip match those physically arriving. (Backordered items are treated as separate shipments and will need a new ISN number)
- Dimensions and weights entered into the Product List match the actual
- Arriving shipment is free and clear of all duties and customs charges
Arriving shipments that don’t meet any of the above criteria’s are deemed ‘unfit’ and are subjected to a $25 administrative charge (per ISN number) |
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How are storage fees calculated? |
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Storage Fees are calculated at a rate of $0.50 per cubic feet based on the highest amount of storage space occupied in a given month.
- Storage space snapshots are taken at the end of each business day
- Days with 0 Cubic feet are excluded
- Storage space occupied on the last day of the month is carried over as starting balance of the beginning of the following month
Example 1:
If 60 cubic feet is occupied for the first 10 days, 40 cubic feet is occupied for the subsequent 10, and 20 cubic feet is occupied for the last 10 days, the client will get billed for the highest space occupied (60 cubic feet @ 50cents = $30.00)
Example 2:
If 0 cubic feet is occupied for the first 10 days, 40 cubic feet is occupied for the subsequent 10, and 60 cubic feet is occupied for the last 10 days, the client will get billed for the highest space occupied on days where Cubic Feet was greater than 0.
60 cubic feet @ 50cents = $30.00
$30.00 / 30 days (assuming 30 day month) * 20 days = $20.00
In order to maximize the value of your storage space, we suggest scheduling incoming shipments at the beginning of the month. |
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How are the handling fees calculated? |
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Basic handling fees are calculated at a rate of $2.00 per order + $0.50 for additional items. |
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Do my items need to be packaged? |
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If your items arrive pre-packaged individually by your vendors, we will ship them out to customers without additional packaging. However, if the items are inadequately packaged for acceptance by a shipping carrier, we will package them at a rate of $0.50 per item. |
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How are shipping rates calculated for my shipments? |
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Shipping rates are based on the item dimensions and weights entered when creating a ‘Product List’. They also depend on the receiving party’s postal code, and the level of service requested. |
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Are there special charges to ship orders internationally? |
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You are responsible to communicate any customs and duties charges for outgoing International orders to your customers. If your shipment requires preparation of additional Customs paperwork before it can be shipped, a $5 administrative fee applies. |
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What are Break-Flow Charges? |
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In order to provide timely and cost-effective services, we have to keep the product ‘flow’ free of any barriers or interruptions. A Break-Flow occurs when incomplete or incorrect information hinders daily operations from running at it’s optimal pace. Break-Flow charges include:
- Unfit Inventory: Any incoming shipments that don’t meet the above Fit criteria are deemed unfit for receiving.
- Packing Slip Request: A request for a vendor’s packing slip or transportation documents after your shipment has been received.
- Customs Charges: Incoming shipments with duties, liens, or customs charges that have to be paid using your Primebin account. Sufficient funds must be available in your account to pay the delivering party.
- Intl. Customs Documentation: Outgoing orders that require additional customs paperwork before a carrier can accept the order.
- Customer Address Validation: Incomplete/Incorrect customer details provided in the Control Center.
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Where can I get detailed pricing for your offered services? |
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A detailed fee schedule is available for download in PDF format under the Pricing section. |
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Where do I obtain a copy of my transaction records? |
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All transactions can be obtained under the ‘Transaction History’ section of the Control Center. They can also be downloaded into an Excel spreadsheet on the same page. |
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I have a question about a specific charge on my Primebin account. Who do I contact? |
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If you believe that there is an incorrect transaction on your Primebin account, please contact us via phone or e-mail and we will work to resolve the issue promptly. |
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How do I close my account? |
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If you would like to close your account, please submit a request using the ‘Contact Us’ form. All pending transactions will be cancelled, and your request will be reviewed by our billing department to determine any outstanding charges. Once the review is completed, you will receive a cancellation confirmation via e-mail. A cheque for your remaining Primebin account balance will be mailed to your provided address within 3-4 weeks. |
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| Safety and Security: |
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Is it safe to store my inventory at Primebin? |
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Primebin takes numerous steps to ensure that your inventory is secure at all times.
- Our building remains in 24-hr electronic and video surveillance
- Access is limited to only authorized Primebin employees
- Employees are thoroughly trained to understand the importance of keeping client inventory safe and accurate
- All stored items are subjected to rigorous inventory count verifications by assigned auditors
At Primebin, we understand that our reputation largely depends on your confidence in us to keep your inventory safe and protected. We keep this principle at the forefront when conducting our day-to-day business. |
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Is it safe to use the Primebin website to conduct business? |
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Primebin takes appropriate precautions to protect our clients’ information. When you enter sensitive information (such as credit card number or your password), we encrypt that information using secure socket layer technology (SSL). If you have any questions about the security of Primebin Web Site, please contact us at support@primebin.com |
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How do I know that I’m accessing Primebin through a secure connection? |
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The Registration form, Contact Us form, and the entire Control Center are blanketed under SSL encryption. When you access these portions of the site, the address bar should change to show the URL beginning with “https”, and a padlock should appear at the bottom-right corner of your browser. |
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Where can I get a copy of the Privacy Policy? |
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The Privacy Policy can be accessed at any time through the Privacy Policy link below each Primebin webpage. |
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Is communication with Primebin private? |
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Communications over the phone or through the Contact Us form are the most secure means of corresponding with us. Because email and instant messaging are not recognized as secure communications, we request that you not send private information to us by email or instant messaging services. |
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Does Primebin distribute my user information? |
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As a client, you can rest assured that your information is used for the sole purpose of conducting business with Primebin. We do not distribute, trade, barter, sell or share your information with third-party individuals or organizations. |
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| Operations: |
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What are Primebin’s hours of operations? |
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Our hours of operation are between 8AM and 6PM from Monday to Friday. We observe all Canadian statutory holidays on the day they occur. |
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How do I create an appointment for an incoming shipment? |
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To submit a request for an incoming shipment, you will first need to enter your merchandise specifications into the Product List section. Once the list is created, proceed to the ‘Send to Warehouse’ section to schedule an appointment. |
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Does Primebin accept incoming shipments at a certain time during the day? |
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Incoming shipment loads have to be scheduled between 10AM and 2PM from Monday to Thursday. Please ensure that this timeline is followed when making arrangements with your vendors and suppliers. |
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Is there a limit on the amount of inventory I can store? |
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Though there is no limit to the amount of inventory you may store, we do ask that you contact our Sales department in advance (sales@primebin.com) for incoming shipments that are larger than 10 skids. Due to seasonal fluctuations in storage volume, we may have to limit the amount of space offered to better service all clients. |
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What is ‘Fit’ inventory, and what are the requirements for ‘Fit’ inventory arriving at Primebin? |
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‘Fit’ inventory meets all of the following criteria’s when it arrives at the warehouse:
- Delivery date and time are accurately scheduled
- An ISN number is available for each ‘Send to Warehouse’ request generated in the Control Center
- A vendor packing slip is present and clearly identifies each item in the ISN
- The SKU quantities mentioned on the packing slip match those physically arriving. (Backordered items are treated as separate shipments and will need a new ISN number)
- Dimensions and weights entered into the Product List match the actual
- Arriving shipment is free and clear of all duties and customs charges
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What are the penalties if arriving inventory does not meet the above requirements? |
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Arriving shipments that don’t meet any of the above criteria’s are deemed ‘unfit’ and are subjected to administrative charges outlined in the fee schedule. |
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What if there’s a difference between the quantities received into Primebin vs. what my suppliers are claiming they shipped? |
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We accept numerous daily deliveries by carriers that often require one signature for the entire load dropped off. Although Primebin personnel may sign off on the receipt of the shipment, it does not mean that the full shipment has been accounted for and accepted by Primebin. Once we sort out the shipments, they may discover quantity discrepancies made by you, your vendor or the carrier. Primebin will only induct the inventory it physically receives. All shipping disputes are to be resolved by you or your designated agents and your carrier. |
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What if my inventory arrives damaged? |
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If we receive merchandise that has been damaged during shipping, we will document the damages and notify you via email. Please inform us within 48 hours on how you wish to process the merchandise. |
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What is a product SKU? |
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A product SKU is a uniquely identifiable code assigned to each of your items residing in our facility. To create a new SKU, assign a sequence that is easily identifiable (For Example: A green, medium-sized vest could be entered as “GRVEST_M”). Please do remember that each variation of a product will require a different SKU (A large-sized vest of the same colour will require a separate SKU) |
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How do I describe my SKUs? |
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A product description should easily describe your item in a short and concise manner.Please keep the descriptions as clear as possible so they are easily identifiable by our warehouse personnel. |
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Do I need to enter dimensions for my SKU? |
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Yes. Each item is required to have correct dimensions entered into the database in order to calculate storage and shipping charges. All measurements are entered in inches and are subject to verification when arriving at our facility. |
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Why do I have to declare the SKU’s value? |
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A value of a SKU is used to determine insurance rates and customs charges (for international shipments). If you prefer not to insure your items, please enter ‘$0’ into the value field. |
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Do my items need to be pre-packaged? |
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Your products embark on a long journey before they arrive at their final destinations. From basic to complex, we offer several different packaging solutions for products of all shapes and sizes. If your items are properly boxed by vendors to be shipped individually, we will use their packaging if deemed appropriate. |
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What are ISN and OSN numbers? |
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Inbound Shipment Numbers (ISN) and Outbound Shipment Numbers (OSN) are reference points for all shipments entering or leaving the Primebin facility. ISN numbers have to be quoted on all incoming shipments, and all outgoing orders are referenced by their OSN numbers. |
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Can I change any information on ISN or OSN numbers? |
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Once a request has been submitted, ISN or OSN numbers cannot be altered or modified. Please cancel and submit a new request. |
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How do I know when my inventory has been received? |
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Once your inventory has been physically inducted into the warehouse, your balance will be updated in the ‘Inventory List’. Depending on your account profile’s e-mail preference, you will also receive an e-mail notification of your inventory’s arrival. |
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Can I enable/disable my e-mail notifications? |
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E-mail notifications can be changed under the ‘Account Settings’ section of the Control Center |
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What is Kitting? |
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If you normally ship out two or more items in the same configuration, kitting may be a great option to cut down on fulfillment and shipping costs. For example, if you receive cellular phones from your main vendor, and power adapters for those phones from a different vendor, we can bundle those two items together into one SKU. Please contact us to discuss your kitting project in detail. |
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My inventory requires special labeling and/or assembly before it can be shipped out to my customers. |
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Please contact us directly with details around the work that is specifically required on your merchandise. |
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How do I arrange a Special Warehouse Project? |
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Please arrange all Special Warehouse Projects by contacting us directly with details on what is specifically required. |
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How do I include Pamphlets or literature with my orders? |
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To include pamphlets or literature with your orders, please induct them as separate SKUS into your inventory. When you submit an outbound order, we will include them into the order as per your instructions in the ‘additional services’ box. |
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How do I request ‘additional services’ on a particular order? |
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Additional services specific to an outgoing order can be requested when submitting the particular order. Alternatively, they can be arranged by contacting us directly via phone or e-mail. |
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Are packing slips included with outgoing orders? |
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Generic packing slips are included with all orders, and include the following information:
- Client Name, Address and Phone (your information)
- Date and OSN number
- Warehouse address
- Customer Name, Address and Phone
- SKU, Description, and shipped quantity
If you are interested in including specialized packing slips with your orders, please contact us to discuss your options in
full detail. |
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How long does it take for an order to physically leave the Primebin facility once I’ve entered it into the Control Center? |
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One of Primebin’s key performance metrics is to have all submitted orders processed and shipped within 24 hours of submission. |
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The tracking number provided in the Control Center is showing as ‘inactive’ on the carrier’s site. |
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Tracking numbers are generated when an order is packed at our warehouse, but do not become fully active in a carrier’s database till they are inducted into their regional distribution hubs. Please allow 4-8 hours for the tracking numbers to be activated in a carrier’s database. |
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| Rules, Regulations, and Limitations: |
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Am I allowed to visit my inventory while it’s in storage at Primebin? |
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For the security of inventory of all clients and insurance liability purposes, only authorized shipping carriers and Primebin employees are allowed into facility. Once a shipment is received by Primebin, it is unavailable for inspection, exchange or pickup. You must submit an order through the Control Center to move your goods to another location. |
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Is there insurance on my stored inventory? |
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Primebin carries standard commercial property insurance that covers stored inventory against specific named perils outlined in our Terms & Conditions. If you wish to carry additional insurance, please contact an insurance provider of your choice (or contact us for a recommendation). |
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Is there insurance on inventory in transit? |
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Shipping insurance is offered by most carriers while your merchandise is in transit.
- For incoming shipments, please contact your vendor for insurance options offered to them by their carriers.
- For outgoing shipments, all of our shipping carriers offer standard $100 (CAD) coverage on all orders. Outgoing shipping insurance is determined by the value of an item entered into the ‘Product List’ and is calculated into the quote at the time of shipment.
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Where can I get a copy of the Terms and Conditions? |
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For full details on risk, limitations, and liabilities, please refer to our Terms & Conditions through the link at the bottom of this page. |
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Are there any restrictions on the type of inventory I can store at Primebin? |
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Yes, Primebin restricts items that are harmful, dangerous, or unlawful to trade under Canadian law. For a full list of restricted products, please review the Terms & Conditions through the link at the bottom of this page. |
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Who is responsible for the inventory to clear through customs? |
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You are the ultimate consignee for all shipments and are responsible for all customs, duties, liens, and charges against your inventory |
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Are there any regulatory requirements to import my inventory into Canada? |
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Products imported into Canada are subjected to all laws and statutes enacted by the Canadian government and its regulatory bodies. Please ensure that your shipment complies with all such regulations before it arrives into Canada. |
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My business is based outside of Canada. Can I still use Primebin’s services? |
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The Canadian Border Services Agency (CBSA) requires a Canadian ‘Business Number’ for all imports into Canada, regardless of the country in which the merchant resides in. To obtain a Business Number, please visit the Canada Revenue Agency website or contact them at 1-800-959-5525. Your inventory must be free and clear of all charges before arriving at Primebin. |
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| Primebin: |
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Where is your warehouse located? |
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Primebin is headquartered in Toronto, Ontario, Canada. Our warehouse resides in a reputable business park, close to major highways and shipping carrier sorting hubs (to allow for quick delivery times and reduced shipping rates). |
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Are there more facilities planned in the future? |
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We want to be as close to your customers as possible. Prospective facilities are being considered in Western Canada and the United States in the near future. |
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How are site changes communicated? |
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Any changes to pricing schedules, company policies and terms of service are posted under the Company News section on the home page. They are also communicated to all registered users through their e-mail addresses provided. |
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Where can I obtain the latest news/press releases from Primebin? |
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All of our latest news and press releases are available on the home page under the ‘Latest Primebin News’ section. For up-to-the-minute company news, add our RSS feed to your reader. |
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Does Primebin use Social Media Networks to engage and promote the company? |
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We strongly believe in harnessing the power of Social Media Networks to engage our prospective and current clients in constructive discussions and exchange of ideas. You can locate us on the following web applications:
Feel free to make comments and suggestions around what you think is working well, what needs improvement, and what you
would like to see on the site in the near future. |
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How can I get in touch with Primebin? |
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There are several ways to get in touch with Primebin. You can use the Contact Us form available on the site, send us an e-mail, write to us using snail-mail, or call us directly using our toll-free line. Full contact information is available in the ‘Contact Us’ section of the site. |
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