Frequently Asked Questions

General Q&A

  • Our company distinguishes itself through exceptional customer service, advanced technology, and a commitment to sustainability. We offer tailored solutions to fit the unique needs of each client, ensuring efficient and cost-effective logistics management. Our team of experienced professionals is dedicated to providing proactive support and innovative strategies to streamline your supply chain operations.

  • 3rd Party Logistics also known as 3PL, is outsourcing your business operational logistics to an external party, like ezi-Pac, who specialise in handling operational logistics processes. This includes warehousing, quality control, stock control, distribution, and much more.

  • If you find your business expanding and building your own warehouse isn’t in your business plan, a 3PL company, such as ezi-Pac can provide you the right alternative to facilitate this growth. With the added appeal of having first hand access to experience and guidance from the ezi-Pac team.

  • If experience has taught us anything, it’s that no two businesses operate the same and therefore when we consider costing any job, large or small, the details of the job factor in largely to how the costs are derived. That said, there are some costs that are standarised based on our procedures, but all of which will be discussed and explained thoroughly throughout the process.

  • Our standard hours of operation are Monday to Friday from 8 AM to 6 PM. We also offer weekend and public holiday support for critical operations and peak periods. Please contact our customer support team for specific hours during holidays and special arrangements.

  • We currently serve over 200 clients across various industries, ranging from small startups to large multinational corporations. Our diverse client base is a testament to our ability to adapt and cater to different business needs.

  • What we love most about what we do at ezi-Pac is that we not only support the growth of businesses, but we help create growth through providing these solutions. So as you grow, know that one of the benefits of outsourcing your fulfilment needs with ezi-Pac is that you don’t need to worry … we’ve got you covered.

  • We have a strong financial foundation, a strategic growth plan, and a proven track record of success. Our commitment to innovation and continuous improvement ensures that we remain competitive and sustainable in the long term. Additionally, our dedication to building lasting relationships with our clients and partners further solidifies our future stability.

  • Yes, we have several case studies available that highlight our successful partnerships and the value we bring to our clients. We can also connect you with existing or previous customers for direct testimonials. Please contact our sales team to request case studies or customer referrals.

  • We are fortunate enough to work with various reliable and efficient transport companies in Australia. We’ve built these business partnerships to ensure the best reliability in service for each of our clients, and use the knowledge of each to select the most relatable for our customer needs.

  • The short answer, no. We value business growth and as such work with business owners who have jobs of all sizes. If you're considering outsourcing your logistics or product rework needs, don't hesitate to get in touch with our team. We'll work together to design a tailored solution that best aligns with your business objectives and supports your growth.

  • To ensure we maintain the efficiencies on dispatch, it is imperative that we work together to understand the required timing schedules you may require, and use this information to build into the process. For this to work, and your products be distributed on time and effectively, we ask that you adhere to the schedules outlined when your job is booked.

  • Of course. All expectations on the completion of any job will be outlined and communicated through the quoting process. ezi-Pac has a proven reputation for getting the job completed efficiently.

  • We offer scalable solutions and flexible services to support your growth. Our advanced technology platform integrates seamlessly with various ecommerce systems, providing real-time inventory and order management.

    We also provide international shipping and customs expertise to help you enter new markets with confidence.

  • We are committed to corporate social responsibility and staff welfare. Our policies include fair labor practices, environmental sustainability initiatives, and community engagement programs. We prioritize the well-being of our employees and ensure a safe and supportive working environment.

  • Yes, we welcome clients to visit our facilities. Please contact us to schedule a tour, and we will arrange for you to see our operations firsthand. This will give you confidence in our capabilities and compliance with industry standards.

Inventory Management Q&A:

  • We provide detailed instructions and support for sending inventory to our warehouse. This includes guidelines on labeling, packaging, and shipping requirements. Our team will work with you to coordinate inbound shipments and ensure a smooth receiving process.

  • Upon arrival at our warehouse, your inventory is carefully inspected, counted, and logged into our inventory management system.

    We store your products in a clean, secure, and organized environment, ensuring they are easily accessible for order fulfillment. Our system provides real-time inventory tracking and management.

  • Yes, we have a list of prohibited materials, including hazardous materials, perishable goods, and illegal items. Please contact our customer support team for a detailed list of prohibited products and to discuss any specific requirements you may have.

  • We handle a wide range of product sizes and weights, but there are some limitations based on warehouse capacity and carrier restrictions. Please provide details about your products, and we will confirm if they fit within our handling capabilities.

  • Stock adjustments and regular inventory counts are performed promptly to ensure accuracy. We conduct cycle counts on a scheduled basis and can perform stock adjustments as needed within 24 hours of request.

  • We use a state-of-the-art warehouse management system (WMS) that provides real-time inventory tracking, order management, and reporting. Our software integrates seamlessly with various ecommerce platforms and provides a user-friendly interface for managing your logistics operations.

  • Yes, we offer direct integration with Shopify through an API or approved app. This allows for seamless data exchange, real-time updates, and efficient order processing. Our technical team will assist with the integration to ensure a smooth setup.

  • Yes, we offer a standalone platform that can integrate through Electronic Data Interchange (EDI) or File Transfer Protocol (FTP). Our platform is designed for ease of use, providing a straightforward interface and robust functionality to manage your logistics operations.

  • Standard packaging materials and boxes are typically included in our service fees. However, if you require specialized or custom packaging, there may be additional charges. We will provide a detailed breakdown of packaging costs based on your specific requirements.

Billing and Operations Q&A:

  • Yes, we assign a dedicated account manager to each client to provide personalized support and ensure seamless communication. Your account manager will be your primary point of contact and will work closely with you to understand your business needs and optimize your logistics processes.

  • We have contingency plans and flexible solutions in place to manage supply chain disruptions. Our technology platform provides real-time visibility into your inventory and shipments, allowing us to quickly adapt and implement alternative strategies. Additionally, our strong relationships with multiple carriers and suppliers help mitigate potential disruptions.

  • We plan and prepare for high sales volumes by increasing staffing levels, extending operating hours, and optimizing workflows. Our technology platform ensures efficient order processing and fulfillment even during peak periods. We work closely with our clients to forecast demand and ensure we have the resources to handle increased volumes.

  • A value added service provided by ezi-Pac to provide assistance when your product needs reprocessing, re-blending, or reformatting into the finished product you require. This may include but not be limited to correcting defective, failed, or non-conforming products and reworking them to suit your individual needs.

  • Bar code labels of various sizes can be produced for your product needs and configuration. In the event the size required is outside the general scope of sizes we have in house, we may need to outsource custom sizes with the trusted suppliers we use, and these costs will be reflected upon quoting the job.

  • Yes is the short answer. ezi-Pac can quote any job configuration and organise your packaging needs to suit the job you have to get done.

  • ezi-Pac is the industry standard when it comes to handling subscription boxes, working with some of Australia’s leading subscription box brands. ezi-Pac will take care of the whole process from receipting in stock and packaging for the boxes to handling dispatch to your end customer.

  • In the event of delays, we work proactively with carriers to resolve issues and expedite deliveries. We keep our clients informed and provide alternative solutions when possible. Compensation for delays depends on the circumstances and carrier policies, and we strive to address each situation fairly and transparently.

  • We have scalable resources and flexible staffing arrangements to handle unexpected spikes in order volume. Our technology platform allows us to quickly adapt to increased demand, ensuring that your orders are processed and shipped without delays.

    We also collaborate with our clients to forecast and prepare for potential spikes.

  • Yes, we manage exchanges and returns. Our returns process includes receiving, inspecting, and processing returned items. We update your inventory and notify you of the return status. We can also handle exchanges by processing the returned item and shipping a replacement as needed.

  • We offer multiple communication platforms, including our web portal, email notifications, and API integrations. These platforms provide real-time updates and notifications for orders, shipping, returns, inventory counts, purchase orders, receiving, and adjustments. Our goal is to keep you informed and connected throughout the logistics process.

  • Adding additional sales channels is straightforward with our platform. We support integration with multiple ecommerce platforms and marketplaces, allowing you to manage all your sales channels from a single interface. Our team will assist you in setting up and integrating new channels as your business grows.

  • We do not impose strict monthly order minimums or maximums. Our services are designed to scale with your business needs, whether you have a few orders or thousands. We can discuss your specific requirements and tailor our services accordingly.

  • Our fees are generally consistent throughout the year, but there may be surcharges during peak periods like Black Friday/Cyber Monday due to increased demand and additional staffing. We provide transparent pricing and will inform you in advance of any changes during these periods.

  • Billing is typically done on a monthly basis, but we can accommodate different billing cycles based on your preference. Our invoices provide a detailed breakdown of all charges, ensuring transparency and clarity.

  • Our invoices include a detailed breakdown of fees, including storage, handling, packaging, shipping, and any additional services. This transparency allows you to understand exactly what you are being charged for and manage your logistics costs effectively.

  • We offer flexible contract terms to meet your business needs. While long-term contracts are available, we also provide month-to-month agreements. Our goal is to build a lasting partnership based on trust and mutual success.

  • The terms of exiting the relationship are outlined in our service agreement. We require a notice period, typically 30 days, to ensure a smooth transition. During this time, we will work with you to finalize any outstanding orders and facilitate the transfer of inventory.

Packaging and Distribution Q&A:

  • We offer a variety of delivery options, including standard, expedited, and same-day delivery. We accommodate various product sizes and weights, ensuring that your products are delivered safely and efficiently. Please provide details about your delivery requirements for specific options.

  • We offer a range of standard packaging options, including various box sizes, bubble mailers, and poly mailers. Our packaging is designed to protect your products during transit and ensure they arrive in perfect condition. We can help you choose the best packaging for your products based on size, weight, and fragility.

  • We offer custom packaging solutions to enhance your brand identity and customer experience. This includes custom packing slips, branded boxes, tissue paper, and mailers. Our design team can work with you to create packaging that reflects your brand and meets your specific needs.

  • Yes, you can include inserts with your orders. Whether it's promotional materials, thank-you notes, or product information, we can add these inserts to your packages as per your instructions. Please provide details about the inserts and any special handling requirements.

  • We offer kitting and bundling services to streamline your order fulfillment process. Our team can assemble kits or bundles according to your specifications, ensuring that each package meets your requirements before it is shipped.

  • We use a state-of-the-art warehouse management system (WMS) that provides real-time inventory tracking, order management, and reporting. Our software integrates seamlessly with various ecommerce platforms and provides a user-friendly interface for managing your logistics operations.

  • Yes, we offer direct integration with Shopify through an API or approved app. This allows for seamless data exchange, real-time updates, and efficient order processing. Our technical team will assist with the integration to ensure a smooth setup.

  • Yes, we offer a standalone platform that can integrate through Electronic Data Interchange (EDI) or File Transfer Protocol (FTP). Our platform is designed for ease of use, providing a straightforward interface and robust functionality to manage your logistics operations.

  • Next-day orders are prioritized in our fulfillment process. We have dedicated workflows and resources to ensure these orders are processed, packed, and shipped on the same day they are received. Our partnerships with reliable carriers help us meet next-day delivery commitments.

  • Yes, we offer international shipping services. Our expertise in global logistics and customs compliance ensures that your products reach international customers efficiently and without delays. We provide a range of shipping options to meet your international delivery needs.

  • We work with a network of reputable shipping carriers, including USPS, UPS, FedEx, DHL, and others. Internationally, we collaborate with carriers that provide reliable and cost-effective shipping solutions. Our extensive carrier partnerships allow us to offer competitive rates and flexible shipping options.

  • Yes, we leverage our volume to negotiate lower rates with our carrier partners. These cost savings are passed on to our clients, helping you reduce your shipping expenses and improve your bottom line.

  • International orders can be tracked through our online platform, which provides real-time tracking information. You and your customers will have access to detailed shipment status updates from the moment the order leaves our warehouse until it reaches its destination.

  • Yes, we manage exchanges and returns. Our returns process includes receiving, inspecting, and processing returned items. We update your inventory and notify you of the return status. We can also handle exchanges by processing the returned item and shipping a replacement as needed.

  • Yes, we use dimensional weight (DIM weight) for shipping calculations as required by carriers. DIM weight is calculated based on the size of the package and is used to determine shipping costs. Our system ensures accurate calculations to avoid unexpected charges.