Most of us who lead very hectic lives have come to value convenience. We shop by phone to save time and eliminate the frustration of not being able to find the item we need. There is the additional pleasure of getting a "present" in the mail, even though we know we will eventually have to pay for it.
At the-forum On-line Antique Mall we offer antiques, art, and collectibles that are often one of a kind or hard to find. The Internet surfer who locates a much sought after piece is usually delighted to have "discovered" the-forum on the World Wide Web. Our customer can come from anywhere in the world, wherever there is Internet access. If he finds an item he wishes to purchase he contacts us via phone, e-mail, or FAX. First we verify the availability of the item. Then we agree on a method of payment. We accept Mastercard and Visa and checks. We find out where our customer lives and how anxious he is to receive his find and advise him of the shipping charges. Like any mail order business all purchases are sent to the customer, even if he is local.
Admittedly it is easier to wrap an item and just hand it to the customer than it is to prepare it for shipping. However, we believe that the hassle of shipping is more than offset by the wide visibility and world wide market available to dealer who sells through the Internet. The growth in both catalog sales and the World Wide Web attest to the fact that these additional sales channels provide an opportunity for all kinds of businesses. Meanwhile, the public has come to enjoy the fun and convenience of browsing in a "virtual" shop and then having the merchandise delivered to their homes. They are not put off by shipping charges and will even request expedited air shipping if they are really eager to get their article.
On several occasions we have been in a Group Shop when a customer asks if it is possible to ship an item home. The shop owner usually greets this request with dismay. Since the customer does expect to pay for this service the shop owner can easily add a small handling fee to cover shipping supplies and labor to the actual shipping charges. She canperformed a real service for the customer who, I am certain, will tell everyone about her great find and the wonderfully accommodating shop owner.
At last May's Brimfield late on Saturday afternoon I ran into a not uncommon situation. A woman from California had shopped furiously for 5 days and had run out of checks and cash. She was interested in a very '70s orange and purple hooked rug that I was very eager to sell. Since we do not accept credit cards at outdoor shows I thought I might lose the sale. Somehow, despite my exhaustion at that hour, I was able to come up with a creative solution. I would ship the rug to her - C.O.D. I estimated the shipping charges on the high side, added the $4.75 for the C.O.D. tag, took down the shipping information and timed the shipment so that it would arrive a day or two after she did. Everybody was a winner. I have to remind myself that people who travel from California to shop at Brimfield are not about to be troubled by $15 in shipping charges.
Similarly, New Hampshirites tend to forget about sales tax whereas those of us who live in less enlightened states unconsciously add it to the purchase price. The customer pays no sales tax if the merchandise is shipped from out of state. Since shipping charges are usually comparable to the sales tax of the buyer's home state he does not feel that it is any more costly to have the items sent to him. One caveat. Legally, if a dealer holds a resale certificate from another state he is obligated to collect sales tax when he ships the purchase to a customer in that state. Show dealers, be careful!
A small investment in shipping supplies and some guidance in choosing a carrier can make the process of shipping smalls relatively painless. We scrounge where possible and buy only when absolutely necessary. Local merchants can be a good source for boxes. We recycle cartons, bubble wrap and "popcorn" from packages we receive. You can obtain boxes and tubes in a variety of sizes free of charge from U.P.S. or FedEx if you use one of these carriers' air service. Boxes can be purchased at the Post Office but they tend to be relatively costly. Boxes are available in a variety of sizes at Office Max and Staples. They cost between $2-$3 per box depending on dimensions. We buy 175 feet of bubble wrap in large boxes for approximately $21 while the 25 foot rolls sell for about $5. Bubble cushioned and padded mailing bags are available in numerous sizes and various quantities. Obviously, the unit price per shipping bag will be higher the larger the bag and the smaller the quantity purchased. In small quantities of a useful size they cost between $.45-$.75 each. We produce our shipping labels (Avery Label #5164-approximately $25 for 600 labels) on a laser printer but other less expensive labels are available. Sealing tape costs between $.85 and $2.50 per roll depending on quality.
U.P.S. offers these guidelines for preparing a sturdy package:
1. Use a rigid corrugated box with intact flaps no more than twice the size of the item being shipped. Boxes that are too big tend to get crushed. If using a recycled box make sure old labels and shipping markings have been removed.
2. When shipping multiple items wrap each one separately and pack so that there is adequate space between items and sides and corners of the box.
3. Use bubble pack, popcorn, corrugated dividers or crumpled kraft paper or newspaper to cushion the article.
4. Use pressure-sensitive plastic or nylon reinforced tape or water-activated paper or water-activated reinforced tape to securely close the box. Do not use masking tape.
5. Label the package properly. Always use the complete address including the receiver's ZIP code. Include apartment number or suite number if applicable. Packages addressed to Rural Route destinations should include the recipient's telephone number. Make sure the label has your complete return address. Place the label on the top of the box avoiding seams and sealing tape.
When we ship ephemera or books we first place the article in a plastic sleeve or bag. We sandwich the plastic between two pieces of cardboard cut from whatever we have on hand including cartons unsuitable for shipping. Most items fit in a 10"x 13" brown kraft envelope. We try to make the envelope rigid enough to discourage the most determined mail carrier from folding it in half. Larger books or small unbreakable items go into padded or bubble mailing bags.
We select a shipper by considering the distance between ourselves and our customer, the size and weight of the article to be shipped, the value of the item, and the sense of urgency. Convenient drop off points, pick-up policy, payment terms and of course cost must also be taken into account.
The local Post Office is generally the most convenient shipping point. The U.S. mail provides three levels of service, express, priority and parcel post. Cost is based on weight, size, destination and the choice of service. Even though we were fortunate enough to acquire a rate schedule it is still difficult to determine exactly what the charge will be. If you call with the approximate weight of the package and its destination you can get a reasonable idea of the cost. If you ship books or pamphlets you can save money by mailing the parcel Fourth Class book rate. Insurance is extra. Fees range from $.75 for $50 coverage to $6.10 for $600, the maximum liability. COD fees start at $3.50 for up to $50 to be collected to $9.50 for $600. Delivery is not guaranteed and there is no way to track a package. The Post Office accepts cash, checks, and major credit cards.
U.P.S. provides Next Day, 2nd Day, and 3rd Day Air as well as Ground service. Rates are based on the type of service selected, weight and distance, residential or commercial delivery, with extra charges for oversized packages. Call 1-800-742-5877 to arrange for U.P.S. to pick up packages at your home or shop. There is an $5.00 charge for each pick-up. When you call to arrange a pick-up you will be given the charges. The driver will accept cash or a check. There is no pick-up charge if you drop off a package at a U.P.S. Customer Counter. UPS Authorized Shipping Outlets offer all U.P.S. services but at a considerably higher cost. If you use U.P.S. frequently you might consider opening an account. You will be charged an $8.00 weekly fee whether or not you ship anything and you will be billed weekly. Every package is automatically protected against loss or damage up to $100. Additional coverage is $.35 for each additional $100 in value. Packages can be sent C.O.D. for $4.75. All Air services guarantee delivery and provide electronic tracking as does GroundTrac ground service. The date and time of delivery, the name of the person who signed for the package and any delivery remarks are available beginning the day after delivery for those packages sent Ground.
FedEx provides two overnight services, priority (delivery the next business morning) and standard (delivery the next business afternoon) and 2 Day service. Call 1-800-463-3339 to schedule a pick-up and get shipping charges. FedEx's liability is limited to $100 unless a higher value is declared. A charge of $2.50 is assessed for shipments exceeding $100 but not more than $500 valuation. FedEx limits liability to a maximum declared value of $500 for all antiques, art, jewelry, precious metals and collectors' items. C.O.D. service is available. There is no charge for pick-ups. However, there is a $2.50 discount if you drop off the parcel at a FedEx World Service Center or FedEx Drop Box. They accept cash, checks and major credit cards. If you open an account with FedEx you will be billed weekly or monthly. FedEx offers the option of billing the recipient or a third party. All packages are tracked.
Nothing is worse than a call from your customer inquiring about his order. In the event that your package does not get to its destination within the guaranteed delivery time, if shipping by air, or within a reasonable time (it takes a week plus a day or two to get to the west coast) you will have to track it. You will need the tracking or airbill number and the shipment details, the address to which it was shipped and the date it went out. There are several ways to do this.
Tracking Hot Line - 1-800-457-4022
Main number 1-800-742-5877
Internet - http://www.ups.com
Telephone Tracking Hot Line 1-800-Go-FedEx
FedEx PowerShip or FedEx Tracking Software (avaible on request at no charge) - click on the Track icon
Internet - http://www.fedex.com
America Online - Keyword: FEDEX
In recent years many packaging service stores have sprung up. You can purchase shipping supplies or drop off your parcel there. If you wish, they will handle the entire job of packing and shipping but be prepared to pay dearly for this service.
The Post Office is most cost effective if the shipment weighs less than 5 pounds, is being delivered to a residential address and is going cross country. We use U.P.S. Ground service if we have to ship an expensive item that we wish to insure. FedEx is our carrier of choice for air shipments, especially those going to the west coast.
We prefer the U.S. Mail for overseas shipments. They offer Air Mail or slow boat service. Air shipments to Europe take 5-7 days, boat shipments 5-7 weeks. The other carriers only offer air service, tend to be more expensive and require more paperwork. We ask our customer to notify us by e-mail when they receive their purchase.
Much of what we know about shipping we have learned through experience. Our business was totally dependent on these delivery services. In 15 years we shipped thousands of packages, primarily using U.P.S. In that time we had only four claims for damaged or missing parcels. In general FedEx, U.P.S. and the Post Office are incredibly efficient and reliable. We are confident that the small effort required in getting started in mail order sales will pay off quickly. And of course, we are available to assist dealers who are affiliated with the-forum. There is nothing so satisfying as a call from a new customer telling us that the package arrived safely and how pleased he is with his purchase.
©1996 IAACF Ltd