1What does 3PL fulfilment actually cost — in full?

Ask for a full written rate card before you commit. You need: the monthly service fee and what it buys, the per-pallet storage rate, the per-order pick and pack rate, the per-item rate for multi-line orders, intake fees on receiving new stock, and how courier charges are billed. If the provider cannot give you a written rate card within 24 hours, that is your answer.

2Is there a lock-in contract, and what does the exit look like?

Ask for the minimum term, the notice period to terminate, and what happens to your stock if you leave. Month-to-month with 30 days' notice is the standard for e-commerce 3PLs. Watch for auto-renewing annual contracts, termination fees, and stock release fees charged on exit.

3How are pricing changes notified and applied?

Rates change. Ask: how much notice will you receive before a rate increase, and can you exit if you disagree with the new rate? A provider that can change prices with 7 days' notice and no exit right is a pricing risk to your margin structure.

4What is your stock accuracy rate, and who pays when you get it wrong?

Industry standard for picking accuracy is above 99%. Ask what theirs is and how they measure it. Then ask who covers the cost of a wrong pick: the replacement unit, the reshipping cost, and any customer refund. A 3PL that fixes mistakes at their own cost is taking the standard seriously.

5How do you handle returns?

Ask for the full returns flow: how does a return arrive, who receives and inspects it, on what criteria is it restocked vs quarantined vs disposed of, and how quickly does it appear as available stock again? Ask whether returns handling is included in the pick and pack rate or billed separately per return.

6Do you handle imported stock — and can you clear customs too?

Most fulfilment houses receive stock after it clears customs. A 3PL that is also a licensed clearing agent can clear the import and move goods directly to shelf under one job number. This removes a handoff, speeds stock availability, and gives you one point of contact from port to customer.

7Which couriers do you integrate with, and who owns the carrier account?

If the 3PL puts all your shipments through their own carrier account, you cannot see or negotiate rates directly, and switching 3PLs means losing the carrier relationship. Ask whether you can bring your own carrier accounts, and whether you have visibility of actual courier charges line by line.

8Which e-commerce platforms do you actually integrate with right now?

Ask for a live integration list — not a roadmap. Shopify and WooCommerce are table stakes. Takealot, Etsy, and Amazon integrations are more selective. Ask how the integration works (API sync or manual CSV?), who sets it up, and what error-handling looks like when an order fails to sync.

9What stock reporting do I get, and how often?

At minimum you need daily stock-on-hand, weekly order dispatch confirmation, and monthly billing reconciliation. Ask whether reporting is automated or manual, and whether you can query stock levels yourself at any time without raising a ticket.

10What insurance covers my stock while it is in your warehouse?

Your stock is the 3PL's responsibility while in their custody. Ask whether they hold goods-in-storage insurance, what the per-item and aggregate limits are, and whether you need to declare high-value SKUs separately. Ask what the claims process looks like and who initiates it.

11What does onboarding actually look like, and how long does it take?

A well-run 3PL can onboard a new merchant in 5–10 business days given complete stock and SKU data. Ask what you need to provide, who does the setup work, and what the go-live criteria are. If onboarding is described vaguely, expect delays and a rocky start.

12What happens to my stock if I need to leave?

Before you sign, understand the off-ramp. How much notice is required? Who pays the labour to pick and palletise your stock for collection? What is the timeline from notice to stock-out? A provider that makes exit difficult is using your stock as leverage — and you will notice it at the worst possible moment.