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Reply to shipping charge complaint
Oct 23, 2025 09:03 PM
Hi Michael,
I had a chance to review with our team and here is a breakdown of the discussion. Happy to hop on a call to work through things. Let us know your thoughts
• DHL- we are not open to using DHL for shipment due to repeat issues. If you have your own UPS or FedEx account we are happy to use that instead.
• I was able to confirm we don’t add to our shipping cost. Our shipping charges are made up of what we are charged by FedEx for the shipment, plus the handling and dry ice fees as applicable in the below table.
• To get itemized shipping charges prior to your order we can issue a formal quote for everything you want to order in a shipment. This will include an itemized total for all shipping and handling charges. It wont’s be a range, instead a fixed number and break down what is the FedEx cost, how much is handling and how much is dry ice.
Product form Handling charge per shipment Dry Ice Fee per shipment
Frozen Products $65.00 $60.00
Refrigerated products $65.00 N/A
88121-CDF(L) only $75.00 N/A
Lastly, it wont help in knowing before the order is placed, but on each invoice the shipping charges will be broken down into itemized categories. Below is from Invoice 71396 as example.
Thank You,