What to expect when you start working with a 3PL partner

Third-party logistics providers (3PLs) handle storage, picking, packing, and delivery for online-first consumer brands that want to outsource fulfilment. Working with a 3PL means gaining access to technology, infrastructure, and expertise that help you deliver excellent experiences directly to your customers’ doorsteps, without needing to build it in-house.

Why D2C brands choose third-party logistics providers

As order volumes grow and consumer expectations for fast delivery increase, in-house fulfilment often becomes inefficient and expensive. D2C brands benefit from partnering with a 3PL because it allows them to offer premium delivery options (like same-day or next-day delivery), reduce shipping errors, and scale without tying up capital in warehouses and labour. Outsourcing gives you access to warehousing, workforce, carrier relationships, returns handling, and fulfilment technology – without the overhead.

At 3PL, many of our D2C clients focus on brand-led growth and customer experience – we take care of the logistics so they can focus on product, marketing and customer retention.

What a 3PL does (with a consumer focus)

A good 3PL typically handles:

• Fast, accurate order fulfilment tailored to online customer expectations
• Warehousing and inventory storage
• Returns processing that’s efficient and branded
• Reporting and customer satisfaction insights
• System integration with consumer platforms like Shopify, WooCommerce, TikTok Shop, Amazon and others

What to expect when you first get started

Onboarding and setup

The onboarding process should include stock intake, integration with your eCommerce platforms, and test orders. Your 3PL will help map out order workflows, SKU variants, and delivery preferences. This means ensuring your delivery cut-offs and shipping options (e.g., express or international) are set up to match your brand promises.

Service level agreements (SLAs)

Expect your 3PL to define SLAs around:

• Order cut-off times
• Despatch rates
• Order accuracy
• Returns processing

These SLAs should reflect the standards your online customers expect – a direct reflection of your brand quality.

Visibility and control

Working with a 3PL doesn’t mean giving up control. You should have access to dashboards showing:

• Live stock levels
• Order status and tracking
• Returns data

Real-time tracking helps improve customer communication and satisfaction, reducing inbound support queries.

Beyond operations – support that matters for D2C

Flexibility and scalability

Your fulfilment partner should be able to scale with you. Whether you’re running seasonal promotions or launching new products, your 3PL must be ready to:

• Increase warehouse space
• Adjust staffing levels
• Onboard new SKUs quickly
• Add delivery options as needed

This is especially critical during peak shopping events (e.g., Black Friday) or new product drops.

Proactive support

Look for a 3PL that offers more than customer service. Your account manager should:

• Flag issues before they affect delivery
• Help optimise packaging and carrier selection
• Share performance insights

3PL partners who proactively help optimise your fulfilment can become strategic growth allies for your brand.

Strategic value

The best 3PLs act as partners, not just vendors. They understand your brand story, customer expectations, and growth plans – and adapt fulfilment strategies to deliver consistently excellent experiences directly to your customers.

Our most successful customers treat us as an extension of their team. We attend marketing and product planning meetings, support new product launches and subscription programmes, and develop fulfilment processes that help them scale while maintaining high customer satisfaction.