What eCommerce Brands Should Look for in a 3PL Partner (Especially in Melbourne)
If you’re running an eCommerce brand, there’s a good chance you didn’t start your business because you love packing boxes.
At the start, doing fulfilment yourself makes sense. It’s (at the time) convenient, flexible and close to the action. But as order volumes increase and product ranges grow, “we’ll just keep it in-house for now” becomes late nights, crowded stock rooms and a constant fear that one mistake will derail your next launch.
That’s usually when brands start looking at 3PL (third-party logistics), or start wondering if the 3PL they chose a while ago is still the right fit.
In this article, we’ll walk through what eCommerce brands should look for in a 3PL partner, with a particular focus on Melbourne-based brands and why your provider’s location, processes and communication style really matter.
What does a 3PL actually do?
A 3PL (third-party logistics provider) handles some or all of your warehousing, pick & pack and shipping so you don’t have to. A good eCommerce-focused 3PL will typically:
Receive and store your stock
Integrate with your online store(s)
Pick, pack and ship orders to your customers
Manage basic returns and exchanges
Provide reporting and visibility over stock and fulfilment
It’s not just about moving boxes. Done well, 3PL becomes an extension of your team and a key part of your customer experience.
Are you ready for a 3PL – or a better one?
Broadly, there are two types of brands who start looking seriously at 3PL:
Brands still doing it all in-house
You’re using your garage, a storage unit or a small warehouse.
Order volume has grown and busy periods are getting harder to manage.
Founders or key team members are still packing orders.
Brands already using a 3PL, but not loving it
You’re dealing with picking errors and wrong items going out.
Communication is slow or reactive.
You feel like you’re constantly chasing information and fixing someone else’s mistakes.
If you see yourself in either group, the question becomes: “What should we actually look for in a 3PL partner, especially here in Melbourne?”
Let’s break that down.
eCommerce-first experience (not just “general logistics”)
Not all logistics companies are built for eCommerce. If your brand sells apparel, beauty, supplements, lifestyle products, subscription boxes or custom kits, you need a partner that understands:
Multi-SKU carts and small-item accuracy
Returns and exchanges at volume
Launches, drops and seasonality
Branding, packaging and unboxing experience
Ask potential providers:
“Which types of brands do you currently work with?”
“Can you share examples of similar products or industries to ours?”
“How do you handle returns, exchanges and pre-orders?”
You’re looking for specific, practical answers, not just “we can do anything”.
Reliable processes that reduce picking errors
One of the biggest reasons brands move 3PLs is errors. A strong 3PL should be able to walk you through their process in detail:
How are orders picked?
How is accuracy checked?
How are mistakes tracked, reported and prevented from happening again?
You want to hear about:
Scanning and verification steps
Clear location and labelling systems
Training, checklists and quality control
If it feels vague, rushed or overly casual, that’s a red flag. You’re not just outsourcing labour – you’re outsourcing process and risk.
Clear communication and a human point of contact
Communication is where many relationships with 3PLs break down. Look for a partner who:
Sets expectations up front about response times
Has a clear point of contact for your account
Proactively communicates about stock levels, peak periods and issues
As a brand, you shouldn’t feel like you’re shouting into the void when something urgent comes up. You want a 3PL who picks up the phone, is transparent when something goes wrong, and works with you to fix it. When you’re evaluating providers, pay attention to how they communicate before you sign:
Are they clear and responsive over email?
Do they explain things in plain language?
Do they ask good questions about your brand and customers?
How they show up now is usually how they’ll show up later.
Real-time visibility and tech that actually helps
Modern eCommerce logistics is built on good data. Look for a 3PL that offers:
Real-time or near real-time views of stock levels
Order status tracking from picked → packed → shipped
Simple reporting on order volumes, fulfilment times and key metrics
Integrations with your platform (Shopify, WooCommerce, marketplaces, etc.)
You shouldn’t have to wait for a monthly spreadsheet to know what’s going on with your stock. Visibility isn’t a nice-to-have – it’s how you plan marketing, launches and reorders without guessing.
Scalability and flexibility as you grow
The right 3PL should be able to scale with you. Questions to ask:
“How do you handle peak periods like Black Friday or Christmas?”
“What happens if our volume doubles in the next 6–12 months?”
“Do you have minimum order volumes or hard cut-offs?”
You’re looking for realistic answers, not promises that everything is always fine. A good partner will be honest about what’s needed to support you through growth (headcount, forecasts, cut-off times, etc.).
Location: why a Melbourne-based 3PL can matter
If your brand is based in or around Melbourne – especially in the northern suburbs – your 3PL’s location can make a real difference. A provider based near major road networks and freight routes can help:
Reduce shipping times to key customer clusters
Lower certain freight costs (depending on carriers and zones)
Make it easier for you to visit the warehouse and build a real relationship
For example, TSF Logistics operates from Epping in Melbourne’s north, servicing a wide range of eCommerce brands across apparel, beauty, wellness, lifestyle, subscription boxes and custom kitting. Being close to the northern growth corridor and major routes makes it easier to move stock quickly and reliably. You don’t have to be around the corner, but knowing your 3PL is in the right logistics neighbourhood matters.
Cultural fit: do they understand what your brand cares about?
Finally, there’s the piece that’s hard to quantify but easy to feel: fit.
Do they care about your brand, not just your boxes?
Do they understand your values, tone and customer expectations?
Do you feel comfortable asking questions and being transparent with them?
For many eCommerce brands, fulfilment is deeply connected to brand trust. A mispacked order isn’t just a small error, it’s a customer who may never come back. The right 3PL should feel like a partner, not another vendor.
Next steps: get clear before you commit
If you’re thinking about moving to 3PL (or moving away from a 3PL that’s not working) the next step is clarity. We’ve created a free, practical resource to help:
Are You Ready for a 3PL?
A checklist for eCommerce brands that have outgrown DIY fulfilment (or a 3PL that isn’t working).
It walks you through the key areas to assess in your business and gives you a clear sense of whether it’s the right time to make a change.
[Download the checklist] (BUTTON)
[Book a Logistics Clarity Call with TSF Logistics] to talk through where you’re at and what a better fulfilment setup could look like for your brand.
