Direct to Home FAQs

Q: Can I select a warehouse for my Direct to Home order?
A: Ingram will determine the best warehouse to shop from based on the delivery address and product availability.

Q: Can Direct to Home shipments be sent anywhere?
A: Yes. Shipping methods vary depending on where the package will be shipped. You can send Direct to Home orders to any valid shipping address in the U.S. (standard Direct to Home or Direct to Home - Bulk shipping methods) or worldwide (Direct to Home - International shipping method). You may also send a Direct to Home order to military personnel with APO/FPO addresses (Direct to Home - Military order method).

Q: Can I charge an optional service charge or tax charge?
A: Yes. When placing an order using the Direct to Home function, type the dollar amount in the appropriate box in the Shipment Details section.

Q: Can I send Street Smart product to my customer via Direct-to-Home?
A: Yes! We strive to deliver Street Smart product to your customer no later than the day after the on-sale date.

Q: Can I track shipping on my order?
A: Yes. After placing a Direct to Home order, you will receive a Direct to Home Shipment Notification email. This notification will give you the status of your order, a tracking number, and Ingram contact information. You can use this number to track your order status through ipage.

Q: Do Direct to Home orders receive normal discounts?
A: Yes, standard electronic ordering discounts apply.

Q: How can I see the terms for the Direct to Home (Ingram Fulfillment Services Inc.) Agreement?
A:You can view or print out the terms by going to the Direct to Home Setup link in the My Account menu under Administrator Settings.

Q: How do I send a Direct to Home order for more than one title?
A: To have multiple titles sent with one Direct to Home Order, follow your standard add to cart/order process but change the Order Method to Direct to Home. Once you have specified the Direct to Home Order Method, you will be prompted for additional information including recipient shipping details.

Q: How do I set this service up on ipage?
A: Only your organization's ipage administrator can set up your account for the Direct to Home program. In ipage, click Direct to Home Setup in the My Account menu under Administrator Settings. You must then view and accept the terms of the Direct to Home Agreement. After an account is registered as a Direct to Home account, any ipage user on your staff who has ordering rights can place Direct to Home orders.

Q: How lengthy can the marketing message be?
A: Up to 255 characters, including punctuation and spaces.

Q: If I am sending six items through Direct to Home, can I choose to only have three items gift wrapped, or do they all have to be gift-wrapped?
A: All items in one order have to be gift-wrapped. If your order is for more than one item, each item will be gift-wrapped with the same paper (red), and the gift wrap fee applied to each unit wrapped.

Q: If I ship from multiple distribution centers, will there be additional freight and service fees?
A: Yes. Each shipment will be charged separately.

Q: If I use Direct to Home, when will a backordered item be shipped to the customer?
A: If you choose not to backorder, any items not available will be cancelled from the order, and the remaining items will be shipped immediately. If you choose to backorder, items will be shipped as they become available until the order is 100% filled or at the backorder cancel date. Backordered Direct to Home orders may result in multiple shipments to your customer and subsequent multiple shipment charges.

Q: Is there a fee to have a book gift-wrapped?
A: Yes. Gift-wrapping requires an extra charge of $4.00 per item. In the Order Details section of the Direct to Home page, you will have one choice of paper (red) and can also include a gift message.

Q: May I place a Direct to Home order and ship to a prison?
A: You will need to check with the prison to see if they will accept a package from your store before placing the order on ipage.

Q: What are the fees for Direct to Home?
A: You are charged $.65 per item, with a $4.00 maximum for orders of seven or more copies of the same item in the same shipment (as long as no additional services are ordered for these items). The overall maximum charge for a Direct to Home shipment is $20. For example, if a customer orders 100 copies of a title, the Direct to Home fee is only $4.00. Other charges will apply (shipping, gift wrap, etc.). You can charge whatever fee you want to the customer.

Q: What are the shipping rates for Direct to Home?
A:

DTH Shipping Instructions	One Unit	Each Additional Unit	Insured?
Economy Mail	$4.35	$1.25	No
Expedited Mail	$8.35	$1.35	Yes
Domestic Ground Residential	$8.40	$1.50	Yes
USPS Priority	$10.25	$2.70	Yes
Domestic Ground	$9.75	$1.75	Yes
Domestic 3-Day Select	$11.70	$2.10	Yes
Domestic 2nd Day Air	$12.75	$2.10	Yes
Domestic Next Day Air	$17.00	$2.35	Yes
Next Day Air Sat. Delivery	$25.00	$5.25	Yes
International DTH Rates
International Mail	$15.00	$10.50	No
Courier Express (Trackable)	$29.00	$9.00	Yes

Note: Shipping charges apply at the SHIPMENT level, not at the order level. Direct to Home orders which result in multiple shipments (filled from Primary and Secondary, include backordered items, etc) will be sent as separate orders. Shipping rates listed do not include the Direct to Home service fees.

Q: What is the same-day shipment cut-off time for Direct to Home orders?
A: The cut-off times are based on the warehouse from which an order ships. 

Q: What kinds of restrictions exist specifically for Direct to Home Bulk Orders?
A: The Direct-to-Home (DTH) Bulk option no longer permits orders to be split between warehouses. In order to receive free freight, the customer must select their default shipping options, and use either the DC Pairs or Primary DC option, and ship 50+ units from either their primary or secondary warehouse. Customers are restricted to Default Shipping Instructions. Gift wrap, gift messages, and marketing messages are not available. Bulk orders cannot be shipped outside of the U.S. or to military addresses (APO/FPO).

Q: What order type do I use when placing my Direct to Home order? What are my options for using Direct to Home?
A: Select Direct to Home (DH) from the Order Method dropdown box. If you are using companion and/or flashback, you simply click the button for Direct to Home; you do not have to enter the order type code DH anywhere.

ipage users will be taken to a separate page for selecting the type of Direct to Home Order. The first type, Direct to Home, indicates the traditional option. The Direct to Home - Military option is for orders to be sent to military personnel at APO and FPO addresses. Use Direct to Home - International when sending items to addresses outside of the U.S. Direct to Home - Bulk, will only display if your order contains at least 50 in stock units. Unlike the other options, Direct to Home – Bulk allows free freight eligibility (Default Shipping Instructions must be selected; alternate warehouse orders will not receive free freight). The Direct to Home – Bulk option is only available for shipments in the U.S.

Q: What shipping methods should I use for Direct to Home orders?
A:

Direct to Home (U.S. shipments)

On the Order Details page, you see a dropdown box from which you select the shipping method you wish to use for that order. Choices include:

· Economy Mail 

· USPS Priority

· USPS Media Insured

· USPS Priority Insured

· UPS Ground

· UPS 3-Day Select

· UPS 2nd Day Air

· UPS Next Day Air

· UPS Next Day Air Sat. Delivery

Select the method that will get the order to the customer in his or her expected timeframe. Please be aware, however, that only books, videos, and music products can be shipped via Economy Mail. Economy mail, when uses USPS Media Mail will not be displayed as a shipping option if product being shipped is ineligible for Media Mail. If shipping by regular Media Mail, no claims may be filed due to lost or damaged orders. Media Mail Insured may be tracked and claims may be filed as needed for lost or damaged orders. Also, USPS Priority is the only shipping method that can be used for APO/FPO shipment to military personnel, and Direct to Home - Bulk orders may only utilize Default Shipping Instructions.

Note: Any order that is shipped via any USPS Uninsured method (Media Mail, Priority, etc) will not have a guaranteed transit time nor are we able to issue credit if the order is lost, damaged, or not physically scanned by the carrier (including no record and billing info only).
These are orders shipped at the customer's request or default shipping via USPS and does include DTH orders.

Direct to Home International (outside of the U.S.)

Estimated Transit Times
Canada - 4-6 days
UK Mail - 5-7 days
EU Mail - 5-9 days
ROW 5-10 days
Australia - 5-9 days
FR, ES, IT - 5-8 days

Shipping Rates outside the United States
Specific rates apply to deliveries to all non-U.S. addresses. When shipping to a U.S. military address, use Direct to Home (military) option instead of Direct to Home (international). Please note: Items will ship from Ingram via mail service to the destination country. They will then be placed into the local mail delivery system. The INTL Mail option provides limited tracking services. INTL Mail packages are non-refundable. Ingram cannot file claims for lost or missing packages.

VAT, GST, and Customs Fees
The receiver will be notified by the local mail system for collection of any duties or taxes charged by their government. If VAT charges are not paid upon delivery by the receiver, the shipment will be abandoned by the carrier, and Ingram will not be responsible for issuing a refund.

Q: Why must I have an ipage account?
A: So that you can accept the Direct to Home Agreement, and also so that you can access the shipment confirmation information. The Basic level of ipage is free. Log on to ipage.ingramcontent.com to sign up.

Q: Will Ingram be identified anywhere on the shipment?
A: No. The shipping label will reflect your store's shipping information, rather than Ingram's.