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FAQs
SHIPPING & DELIVERY
Where do you ship to?
- We ship internationally as well as nationally across Australia through a trusted carrier network, optimising delivery performance and transit times.
Is same-day dispatch possible?
- Yes. Same-day dispatch is available for eligible orders received before the daily cut-off time
- Our current same-day dispatch rate is 99.98%.
How quickly are orders dispatched?
- Orders are processed and dispatched according to agreed SLAs. Our average dispatch time is currently same-day 99.98%.
- We prioritise speed without compromising accuracy or quality control.
Can ECX support peak periods like Black Friday?
- Yes. Our infrastructure is built to flex during high-volume periods including product launches, sales campaigns, and Black Friday.
- We work proactively with brands to forecast demand and scale operations accordingly – maintaining performance even during peak trading.
Can ECX handle returns?
- Yes. We manage returns efficiently and professionally – assessing, processing, and reintegrating stock where applicable.
- Our reverse logistics processes are designed to protect your margins while maintaining a positive customer experience.
Do you offer custom packaging and PR mailer fulfilment?
- Yes. E-commerce Xpress supports fully customised packing solutions to ensure your unboxing experience reflects your brand standards.
- We pack using your branded boxes, tissue paper, inserts, stickers, and collateral – maintaining a premium presentation across every order.
- We also assemble and dispatch bespoke PR and influencer mailers to exact specifications, whether for campaign launches, gifting activations, or VIP drops.
- Fulfilment isn’t just logistics – it’s an extension of your brand.
GETTING STARTED
Is ECX right for my business size?
- We partner with scaling ecommerce brands across multiple growth stages – from emerging DTC brands to established national retailers.
- If you’re experiencing operational strain, growth in order volume, or planning to scale, ECX can likely support your next stage.
How long does onboarding take?
- Onboarding timelines vary depending on system complexity and inventory volume. Our team manages the process carefully to minimise disruption and ensure operational continuity.
- We’ll provide a clear transition plan before go-live.
What if I’m already with another 3PL?
- Switching 3PL providers can feel complex – but we make it seamless.
- Our team manages stock transfers, integrations, and operational planning to ensure a smooth transition with minimal downtime.
Is there a minimum order volume
- Order volume requirements depend on your operational needs and growth trajectory. Speak to our team to determine the best fit.
OPERATIONS & TECHNOLOGY
Do I need to install software to integrate with ECX?
- No additional manual software is required.
- E-commerce Xpress integrates directly with leading ecommerce and ERP platforms, enabling real-time order sync and inventory visibility.
Which platforms do you integrate with?
- We integrate with leading ecommerce platforms such as Shopify, WooCommerce and enterprise systems including NetSuite and Cin7.
- If you operate on a custom system, our team can advise on integration options.
How does ECX cater to different industries?
- We support brands across fashion, lifestyle, beauty, and more.
- Our operational flexibility allows us to tailor packing, storage, and handling requirements based on product type and brand standards – including custom packaging solutions.
KEY BENEFITS
What are the benefits of using a 3PL?
- A 3PL allows you to:
- Scale without investing in warehouse infrastructure
- Improve dispatch speed and accurac
- Reduce operational strain
- Focus on growth, marketing, and product development
- The right 3PL becomes a strategic partner – not just a storage provider.
What does an ECX Brand Success Manager do?
- Every brand partnered with E-commerce Xpress gets a dedicated Brand Success Manager.
- They handle day-to-day operational questions, provide regular performance reports, and coordinate any custom packing or PR package requests – ensuring your fulfilment runs smoothly and aligns with your brand standards.
- In short, they’re your primary point of contact and a strategic extension of your team.
How does ECX approach sustainability?
- We continually assess packaging efficiencies, carrier optimisation, and operational processes to reduce environmental impact where possible.
- If sustainability is a priority for your brand, we can discuss tailored solutions during onboarding.
Still Have Questions?
Choosing a fulfilment partner is a significant decision – and we’re here to provide clarity.
Speak to our team for a tailored proposal and discover how ECX can support your growth