FAQ

Returns Management

How is inventory managed?

Inventory is tracked by location, serial number, and lot number. Clients access real-time status through a secure portal, with optional RFID providing live updates on every unit from the moment it arrives.

What return services do you provide?

We handle returns from customers, retailers, and manufacturers. Every item is received, logged, photographed, inspected, and graded. Products are then refurbished, repackaged, liquidated, or disposed of based on your direction.

How do you handle returns from multiple retail channels?

We consolidate returns from Amazon, Walmart, Home Depot, and other retailers into a single unified system. Every unit is reconciled against your vendor credit memos regardless of which channel it came from.

Do you provide condition reports?

Yes — every unit receives a detailed condition report with photos documenting its state on arrival and after processing. Reports are accessible through your client portal at any time.

What happens to products that can't be refurbished?

Units that can't be restored are either harvested for parts, liquidated through approved secondary market channels, or responsibly disposed of. Nothing leaves our facility unaccounted for.

Refurbishing

How does refurbishing work?

Products are inspected, tested, and graded to manufacturer standards. We repair, repaint, and repackage as needed, providing detailed condition reports. Our facility includes mechanic stations, a paint shop, and a wood shop — all on-site.

What products do you handle?

We specialize in outdoor power equipment, e-bikes, power tools, and small engine products, but our facility can handle most consumer products with motors, batteries, or power cords. Contact us if you're unsure whether your product is a fit.

Can you replace missing documentation and manuals?

Yes — we replace, reprint, and update manuals, certification inserts, warranty cards, and compliance documents to accurately reflect the product's refurbished status.

How fast can you turn around refurbished units?

Turnaround time depends on volume and product type, but most brands see their units back in sellable condition significantly faster than with other providers due to our on-site capabilities and stocked parts inventory.

3PL Solutions

What fulfillment options are offered?

We provide direct-to-consumer and B2B fulfillment. Products are packed for safe shipping with options for UPS or palletized delivery. Warranty exchanges and parts shipments are also supported.

Can I get inventory reports?

Yes — clients receive automated inventory reports including on-hand, received, and transferred items. Reports are customizable and available through the client portal in real time.

Do you handle LTL freight shipping?

Yes — and it's one of our key differentiators. We build custom crates and pallets in our on-site wood shop, designed specifically for your product. We manage the full LTL process from crating to carrier coordination.

What is the client portal?

Every SJM client gets access to a real-time portal showing their exact inventory by serial number, lot, and location. You can see finished goods, work in progress, recently received units, and scrap at any moment — no calls or reports needed.

Do you offer both short-term and long-term storage?

Yes — we offer flexible storage options for brands that need overflow capacity during peak seasons as well as primary warehouse partnerships for brands without their own facility.

Can you handle both DTC and B2B shipping from the same inventory?

Yes — we manage both from a single inventory pool. Orders can ship directly to consumers or as palletized B2B shipments to retail partners from the same stock.

General

Where are you located?

We're based in Lenoir, North Carolina, in a 200,000 square foot facility with 8 production lines, dedicated mechanic stations, an on-site paint shop, wood shop, and warehouse storage. Big enough to handle serious volume, focused enough to treat every client's product like it matters.

Who do you currently work with?

Our current client roster includes Cub Cadet, Duraflame, Jetson, Snow Joe, Sun Joe, Craftsman, DeWalt, and more.

Do I have to use all three services?

No — many clients start with one service and add others over time. You can use returns management only, refurbishing only, or 3PL fulfillment only. Every engagement is built around what you actually need.

How do I get started?

Contact us through the form on our website or email us at recomm@sjmrecommerce.com. Most conversations start with a 20-minute call and a walkthrough of our facility and client portal.

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Returns Management

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