Amazon Partnered Carrier pallet shipments frequently asked questions

Do I need to ship a minimum number of packages or pallets?

For small parcels, you can create a maximum of 200 boxes per shipment. If your small parcel shipment weighs more than 200 kg, or contains more than 30 parcels, you might find that the Amazon Partnered Carrier Pallet (LTL) option is less expensive than other shipping options. For pallets, Amazon’s partnered carriers do not require a minimum number to be shipped. For LTL, the maximum number of pallets per shipment is 26 for the UK and 33 for other countries in Europe.

Is there a minimum or maximum pallet weight?

The total weight of each pallet must be at least 30 kg, but no more than 500 kg. All pallet shipments must adhere to the standard FBA pallet shipment requirements. For more information, go to Arranging for an LTL or truck load delivery to Amazon.

Is there a minimum or maximum pallet height?

Non-stackable pallets shipped to UK fulfilment centres must not exceed 120 x 100 x 180 cm (L x W x H). Non-stackable pallets shipped to a fulfilment centre outside the UK must not exceed 120 x 80 x 180 (L x W x H). Stackable pallets are not accepted in the Amazon Partnered Carrier programme. Stackable pallets will be refused at pickup and may incur an additional cost.

Do I need to have a dock door or forklift? In addition, what are the tail lift requirements?

Amazon’s partnered carriers can pick up pallets from locations that do not have dock doors or forklifts. When the carrier contacts your designated point of contact to organise a pickup, proactively share these details and other specific requirements for your shipment. If you ask for a tail lift service, you might experience a delay in pickup, depending on the carrier’s ability to provide a tail lift truck straight away.

Will Amazon send me a confirmation of my shipment?

Yes. On the day before the arranged pickup, we will send you an email confirming the contents of the shipment, the pickup date and the primary point of contact. If you don’t receive this email by 2 p.m., raise a case with Selling Partner Support.

How do I confirm a pickup?

Once you have confirmed your pallet shipment, on the day before the pickup, the carrier sends an email to your main point of contact (provided when booking the shipment) to organise the pickup. If you haven’t received any information from them by 2 p.m., raise a case with Selling Partner Support.

Can I get a confirmation receipt from the carrier after the driver picks up my shipment?

Yes, all carriers can sign a printed copy of the shipment confirmation that we send (see question above). This document can be used as proof of collection for your shipment.

I need to change my pickup appointment. Whom should I contact?

Currently, we cannot process shipment date and time changes through Seller Central. If your pickup is within two working days (such as when you are enquiring on a Monday and your pickup is on Wednesday), directly contact your carrier to reschedule:

• UPS Freight: Sign in to the UPS SCS portal and raise a ticket, using the log-in credentials provided by UPS in your onboarding email.
• Kuehne + Nagel: amazon-fba.overland@kuehne-nagel.com

If your pickup date is in more than two working days, cancel your shipment in Seller Central and create a case with Selling Partner Support to request a full refund.

The carrier did not turn up for my pickup appointment. What should I do?

Make sure that you have received our confirmation email. If you have not, this may mean that your carrier is not yet ready to pick up from you. Before raising a case, please wait until the day before the estimated pickup date that is displayed on your Manage FBA Shipments page.

If you have received a confirmation email from us, contact the carrier directly, providing your ARN number and the FBA shipment ID:

• UPS Freight: Sign in to the UPS SCS portal and raise a ticket, using the log-in credentials provided by UPS in your onboarding e-mail.
• Kuehne + Nagel: amazon-fba.overland@kuehne-nagel.com

If you still aren’t contacted by the carrier after your attempt to contact them, raise a case with Selling Partner Support. We will help you to rearrange the pickup.

I cannot access the carrier portal. Whom should I contact?

Directly contact the carrier to fix this technical issue:

• UPS Freight: Sign in to the UPS SCS portal and raise a ticket, using the log-in credentials provided by UPS in your onboarding e-mail.
• Kuehne + Nagel: amazon-fba.overland@kuehne-nagel.com

If the issue persists, raise a case with Selling Partner Support.

The carrier refused to pick up my LTL shipment. Whom should I contact?

Raise a case with Selling Partner Support. We will work with you to understand the root causes and reschedule the pickup.

Are there any restrictions on my pickup location?

Amazon’s partnered carriers cannot pick up from any ocean shipping terminal or port location. You must transfer your products to a shipping location outside the terminal or port, that can accommodate the carrier’s equipment.

Pickup from islands is excluded from the regular offer, and requires individual alignment with the carrier. For the full list, go to Amazon Partnered Carrier programme.

What documentation is required?

Each carrier requires different documentation for picking up pallets:

• UPS: You are required to provide a UPS collection sheet at pickup. This will be generated ahead of the shipment, within the UPS shipment creation portal. If you would like proof of pickup, print the Amazon confirmation email and get it signed by the driver.
• Kuehne + Nagel: You must attach a label with the Amazon Reference Number (ARN) on every pallet, on a clearly visible spot. If you would like proof of pickup, print the Amazon confirmation email and get it signed by the driver.

Cross-border shipments require additional documentation. For more information, go to Cross-border shipment workflow: FAQ.

Whom can I contact in case of any issues such as non-delivery, damaged or incomplete delivery?

You can raise a case with Selling Partner Support, and you will be asked to provide your shipment ID, proof of pickup and any other relevant documentation pertaining to the shipment. We will then investigate the case and work with the carrier to resolve the issue. For more information, go to FBA Lost and Damaged Inventory Reimbursement policy.

Where can I track my Partnered Carrier shipment?

Once shipments have been created, we provide updates in Seller Central on the Shipment events tab of each shipment.

You can also track your shipment using the carriers’ tracking portals:

• UPS Freight: UPS will share your login details in an introduction email. To track your shipment, sign in to the UPS SCS page and enter your Amazon Reference Number (ARN). The ARN can be found on both the shipment page in Seller Central and on the confirmation email that we send on the day before the pickup.
• Kuehne + Nagel: Enter the Amazon Reference Number (ARN) on the Kuehne+Nagel public tracking page. The ARN can be found on both the shipment page in Seller Central and on the confirmation email that we send on the day before the pickup.

Can I use the same carrier for all of my pallet shipments?

The Amazon Partnered Carrier programme has multiple participating carriers. The carrier for each shipment is selected based on the carriers’ available capacity and the cost. Because of this, you cannot select a specific carrier for all of your shipments. As a result, shipments that are scheduled on the same day might be picked up by different carriers.

I ship my products to Amazon directly from the manufacturer or distributor. Can I still use the Partnered Carrier programme?

Yes. All that you need are the shipment details when creating the shipment in Seller Central.

For example, if you want to use the Small Parcel Delivery (SPD) service, you must provide the number of boxes, and the weight and dimensions of each box, to get an estimated rate and print the shipping labels. Enter the manufacturer’s address as the ships-from location. Once you have printed the labels, send them to your manufacturer. Either you or your manufacturer must contact the carrier to organise the pickup.

Similarly, when selecting the Less than Truckload (LTL) service, you must provide the number of pallets, and the weight and dimensions of each pallet, to get an estimated rate. It’s best practice to include the supplier as the main point of contact for your business (provided in shipment booking) to organise the pickup. This will ensure that the carrier contacts the supplier to coordinate the pickup.

What if the carrier picks up my shipment and it is rejected by Amazon?

The carrier will get in touch with you to discuss the next steps, including options to redeliver goods. In this case, additional fees may apply. If you think this was done in error, raise a case with Selling Partner Support.

Does the Partnered Carrier programme offer pallet exchange?

No. The programme does not offer pallet exchange.

Where can I find my Amazon Reference Number (ARN)?

To find your ARN, go to Inventory > Manage FBA shipments > Shipping Queue and click Track shipment. If you are using the Amazon Partnered Carrier programme for less than truckload shipments, the ARN will only be visible one day before the pickup date.

When will the carrier collect my shipment?

You can find your estimated pickup date on your Manage FBA shipments page in Seller Central. Note that this is only an estimated date and there is no guarantee that your shipment will be picked up on this date. One day before your scheduled pickup, we will send you a confirmation email with the exact pickup time. Please wait to receive this email before contacting Selling Partner Support for your estimated pickup date.

Shipments that have more than 6 pallets may be collected after the estimated pickup date, due to the extra requirements needed to pick up a shipment of this size. If your shipment has still not been picked up 7 days after your estimated pickup date, contact your carrier.

Also be aware that the date you enter during the LTL shipment booking process is the “ready from date” and not the collection date.

Are there any location criteria in order for me to be able to use the Amazon Partner carrier service?

Yes. In order for the individual carriers to pick up from your location, it must meet the following requirements:

UPS (UK):

• Have a 40 ft vehicle access (bridge heights, turning circles, no dead ends)
• Have no restrictions on entry, such as proximity to schools
• Have a dock, or fork lift
• Be in a non-residential area
• On pallets use UPS label, which can be printed from the UPS portal, and AMZ pallet
• During collection, the UPS driver will refer to the UPS Job Reference Number to identify your shipment. Ensure that your warehouse is aware of this reference number. The number can be found on the UPS portal where you also print the UPS labels

Kuehne + Nagel (Cross-border, Germany, Italy, Spain and France):

Ensure that you meet the following requirements:

• The pickup location (own or external warehouse) must be displayed on the order correctly (in case it deviates from your official company address).
• During collection, the KHN driver will use the Amazon Reference Number (ARN) to identify your shipment. Ensure that the warehouse and security guard (if applicable) knows the Amazon Reference Number for the pickup to be completed. You can find the ARN in Seller Central.
• The correct pallets for shipments to the UK, and vice versa, are used.
• The correct number of pallets is provided.
• The pallets are packed according the our packaging guidelines.
• Entry access is unrestricted.
• In the absence of a dock door, a forklift must be provided.

Where must I enter my pickup address?

When creating a shipment on Seller Central, you are required to set your ships-from address as the location that the carrier will pick up your shipment from.

If you enter the incorrect location or would like to change the address, and your shipment is more than two days away from collection, you must contact Selling Partner Support to cancel the pickup, and arrange a new pickup.

How do I get a proof of delivery (POD) for my LTL shipment?

For UPS shipments, request a proof of delivery directly from them. For Kuehne + Nagel, raise a case with Selling Partner Support, who will be able to provide a proof of delivery for you. You can only obtain a proof of delivery once your shipment has been successfully delivered to an Amazon fulfilment centre.

How can I find out why my shipment was rejected?

Directly contact the carrier for the reason of rejection. The carrier will then ask their driver, who receives a rejection slip upon every rejection.

Are there any opening-time requirements for LTL shipments in the Partnered Carrier programme?

For UPS shipments, in order to qualify for the Partnered Carrier programme, the premises from which the LTL shipment is picked up (your origin address) must have full-day opening hours (9 a.m.–5 p.m. CEST). UPS cannot collect from locations that do not meet these opening hour requirements (such as half-day opening times) and may refuse collection if these requirements are not met.