Our FAQs

Wonderpack FAQs

Read our full FAQs below or get in touch with our team if you have any unanswered questions.

General 3PL Services & Benefits

What is a 3PL (Third-Party Logistics)?

A 3PL is a partner that handles your warehousing, order fulfilment, and shipping needs so you can focus on growing your business. At Wonderpack, we manage everything from receiving stock to getting it out the door, accurately and on time.
What should I be asking a 3PL before hiring them?

Think about your needs now and in the future. Ask about service levels, tech integrations, transparency, sustainability, and how they’ll treat your product and your customers. A good 3PL should feel like an extension of your team.
What are the benefits of outsourcing my fulfilment to a 3PL?

Outsourcing to a 3PL frees up time, space, and resources. You get access to operational expertise, scalable warehousing, faster shipping, and customer support without needing to manage it all in-house.
How does a fulfilment centre differ from a traditional warehouse?

A traditional warehouse stores goods. A fulfilment centre is dynamic; it receives, stores, picks, packs, and ships orders, often in real-time, and integrates with your e-commerce systems.
What types of businesses do you work with?

We work with purpose-led brands across a range of sectors from food and drink to beauty and wellness. Whether you're D2C, B2B, or both, we tailor our service to your goals.
What is the overall order fulfilment process?

Once your stock is with us, we store it safely, track your inventory, and process each order as it comes in. Orders are picked, packed (beautifully and sustainably), and shipped via trusted couriers.
Do you handle B2B and D2C orders?

Yes, we support both direct-to-consumer and business-to-business fulfilment, including retail and wholesale channels.
Are there any products you don’t work with?

Yes. We don’t handle temperature-sensitive items, or products that conflict with our sustainability or ethical values. If you’re unsure, just ask.
Do you work with alcohol or age-restricted products?

Reach out if you require a licensed to handle alcohol. We can support with the required compliance steps.
Do you hold any specific certifications?

We’re proud to hold Organic Soil Association certification and are currently in the process of achieving B Corp certification, as well as ISO 14001 for environmental management. We're also exploring other relevant certifications to further strengthen our sustainability and compliance standards. We follow industry best practices and partner with brands that value sustainability, traceability, and operational excellence. If you require a specific certification or standard, please get in touch; chances are we’re already working toward it or can support your compliance needs.

Onboarding & Getting Started

What sectors do you offer your services to?

We’re sector-agnostic but particularly experienced in food & drink, pet food, health & beauty, lifestyle, and eco-conscious consumer goods. Whether you're an emerging brand or an established business, we tailor our fulfilment to your unique needs and values.
How long does it take to get set up and running?

Set-up typically takes 4-8 weeks, depending on complexity. We’ll give you a clear onboarding plan so you know exactly what to expect.
What information do you need from us to get started?

We’ll need your product list, SKUs, order volumes, packaging requirements, sales channels, and shipping preferences. We’ll walk you through everything.
What is the process for onboarding with your company?

Once you’ve signed up, we’ll assign you a dedicated onboarding lead. You’ll receive a checklist, timeline, and access to our systems. We’ll test everything before going live.
How do I know if I'm ready to outsource my order fulfilment?

If fulfilment is taking up time, limiting your growth, or leading to errors, it may be time to consider outsourcing. We’re happy to talk it through even if you’re just exploring options. We also offer an incubator warehouse designed specifically for brands transitioning to outsourced fulfilment for the first time. This flexible space allows you to grow at your own pace. When the time is right, we’ll support your move to a larger site with no disruption to your operations.
I'm currently using another fulfilment provider. How do I transfer to you?

We manage transitions like this all the time and have a lot of experience making them smooth and stress-free. Our team will guide you through the entire process from inventory migration to platform integration and go-live testing. We’ll create a clear transition plan tailored to your setup, and we’ll be with you every step of the way to ensure minimal disruption to your business and your customers.

Inventory Management & Storage

Where are you based?

We currently operate from three warehouses in the UK, strategically located to support efficient national and international distribution:

ECO1: 1 Consort Way, Burgess Hill, RH15 9TJ
ECO2: Unit 3, Blenheim Park Road, Nottingham, NG6 8YP
ECO3: Unit 10, Blenheim Park Road, Nottingham, NG6 8YP

Our network allows us to stay close to our clients and deliver a responsive, reliable fulfilment service across the UK and beyond.
Do you have experience with B2B fulfilment and wholesale orders?

Absolutely. We support both D2C and B2B fulfilment including wholesale shipments, retail-ready pallets, and working with marketplaces or large retailers. We understand the complexity and compliance requirements involved and tailor our service accordingly.
Can you handle alcohol?

Reach out if you require a licensed to handle alcohol. We can support with the required compliance steps.
How do you receive and manage incoming inventory?

We check all incoming stock against your requirements, and store it in designated locations with full traceability.
What access do I have to my inventory levels?

You’ll have 24/7 access via our client portal, with real-time stock updates and reporting tools.
Do I have to have my products barcoded?

Barcodes are essential for accurate inventory tracking, efficient picking, and reducing the risk of errors during fulfilment. They help us move quickly and reliably, especially as your volumes grow.
You don’t have to apply barcodes yourself; we can guide you on how to do that for you if needed. However, it’s important to ensure each product has a unique barcode at the individual item level, and that cases or outer packaging have separate barcodes if they’re used differently (e.g. for wholesale vs retail). This helps us manage your stock correctly and avoid confusion when dispatching orders.
Let’s chat about the best approach for your product range; we’ll help you find the right setup.
How do you handle stock with expiry dates?

We use a FEFO (First Expired, First Out) system and can track best before dates on a batch level.
What security measures are in place for my stored products?

Our facility is monitored 24/7 with CCTV, restricted access, and fire safety protocols. Your stock is in good hands.
Who insures my product when in your warehouse?

You're responsible for insuring your own goods while they're stored with us this is standard practice across the UK. We recommend checking with your insurer to ensure you have adequate coverage.
That said, we also carry warehouse liability insurance to protect against risks such as fire, theft, or damage caused by our negligence. If you have specific insurance requirements, we’re happy to work with you to ensure everything’s covered.
What do you do with stock that can no longer be sold?

We’ll work with you to dispose of or donate unsellable stock ethically and sustainably, in line with your brand values.

Order Processing & Shipping

How quickly are orders processed and dispatched?

Orders received before our cut-off are dispatched the same day. We work fast, but never at the expense of care.
What is your order cut-off time for same-day dispatch?

Typically 2pm (UK time), but this may vary based on courier and service level. We’ll confirm yours during onboarding.
Do you offer kitting and co-packing?

Yes, we offer a full range of kitting, bundling, and co-packing services and we have extensive experience delivering them at scale. Whether it’s subscription boxes, seasonal gift sets, or custom retail packs, we’ll work closely with you to ensure every detail reflects your brand and arrives exactly as intended.
How do you handle peak seasons (e.g. Black Friday, Amazon Prime days and Christmas)?

We plan ahead and staff up early to maintain high service levels. You’ll get regular updates and forecasts to help you prepare too.
Where do you ship to?

We ship UK-wide and internationally, using a range of domestic and global couriers.
Which couriers do you use?

We work with a mix of trusted partners including Royal Mail, DPD, DHL, Evri, Fedex and others to match the best service to your needs.
Do you track Best Before Dates?

Yes, we can track and report on Best Before Dates to ensure product freshness.
Do you track Serial Numbers?

We can track serial numbers where required, just let us know your level of traceability.
Can I amend or cancel an order once it’s been imported?

If the order hasn’t been picked yet, yes. Once it’s in progress, we’ll do our best but we can’t guarantee changes after a certain point.

Returns & Value-Added Services

Do you handle customer returns and exchanges?

Yes. We manage returns based on your policy, inspect items, and restock or quarantine them as appropriate.
How do you manage returns (process, visibility)?

Returns are logged in our system with reasons, photos (if needed), and status updates so you always have full visibility.
Can you customise packaging with my branding?

Absolutely. We can use your branded boxes, tissue, inserts whatever your unboxing experience requires. We work closely with your brand and design experts to deliver a memorable and on-brand unboxing experience for your customers.
At the same time, we aim to reduce waste and prioritise sustainable packaging options wherever possible. If you're still developing your packaging, we're happy to advise on materials that are both beautiful and better for the planet.
Do you offer relabelling or product re-packaging services?

Yes, including relabelling, re-kitting, and gift set creation. These are perfect for seasonal promos or retail changes.
Do you provide other value-added services?

Yes gift messages, sampling, subscription packing, and more. If you’ve got an idea, we’re here to make it happen.

Technology & Integrations

Which e-commerce platforms do you integrate with?

We integrate with Shopify, WooCommerce, Amazon, Not On The High Street, and many others via API or middleware.
What does the system integration actually do?

Orders flow automatically from your store to our system; stock updates and tracking info flow back. It’s all designed to reduce manual work and errors.
Do you have a web portal or system I can log into?

Yes. Our client portal gives you real-time visibility of inventory, orders, returns, and reports.
Can you integrate with multiple sales channels like Shopify, Amazon, and TikTok?

Yes. We integrate with a wide range of e-commerce and marketplace platforms including Shopify, WooCommerce, Amazon, Not On The High Street, and TikTok Shop. Whether you're selling through one or many channels, our system keeps everything in sync orders in, tracking out, stock always up to date.
How secure is your technology platform?

Security is a priority. We use secure connections, user permissions, and regular audits to keep your data safe.
I’m not technical, do I need a developer for integration?

Nope. We’ll guide you through it. If custom work is needed, we can coordinate with your developer or handle it ourselves.
Can I generate custom reports?

Yes. Our system gives you flexible reporting tools daily, weekly, monthly, or ad hoc.
What happens if there’s an error in order data?

Our system flags common issues like missing postcodes or mismatched SKUs. We’ll notify you and help resolve it before dispatch to avoid delays.
How do you keep client data safe?

We use secure connections, restricted access, and regular audits to safeguard your data. Our team is trained on GDPR and data protection best practices.

Pricing & Billing

How much does your fulfilment service cost? How is your pricing structure calculated?

We offer tailored pricing based on your volumes, product types, and service needs. It’s typically a mix of storage, pick & pack, and shipping costs. Please contact us to discuss.
Do you have minimum order quantities or volumes?

We have a sensible minimum monthly spend, but we’re happy to grow with early-stage brands too. Let’s talk.
Do you charge setup fees?

It depends on the complexity of integration and onboarding. We’ll be clear upfront and keep things fair.
How often will I receive invoices? What details are included?

Invoices are issued monthly and include a detailed breakdown of services, volumes, and charges.
How can I get a quote?

Get in touch via our contact form, and we’ll arrange a quick call to understand your needs and send you a custom proposal.
How does your pricing work?

Our pricing is transparent and tailored to your needs. It typically includes storage, pick & pack, and shipping fees. We’ll walk you through a clear quote no hidden extras.
Do you offer bundled packages?

Yes. We can bundle services like kitting, returns handling, or branded packaging into one monthly cost or keep it itemised. We’ll find the right fit for your needs.

Operational Details & Support

What are your typical operating hours?

Our warehouse operates Monday to Sunday, with extended hours during peak. Support hours are 9am–5pm.
Will I have a dedicated account manager?

Yes. You’ll be matched with someone who gets your brand and can act fast when needed.
Do you work to a Service Level Agreement (SLA)?

Yes. We commit to clear SLAs for order accuracy, dispatch time, and communication so expectations are aligned.
Who is responsible for customer service to my end-customer?

You manage your customer relationships, and we manage the fulfilment experience behind the scenes. That said, we work closely with your team to support any issues.
How do I contact your support team for issues or queries?

You can email or call us directly, and your account manager will usually be your first point of contact. We’re here when you need us.

Sustainability & Ethical Practices

How do you support eco-friendly practices in packaging?

We prioritise recyclable, compostable, or reusable packaging. We can also work with your chosen materials and advise if you're just getting started.
Are you organically certified?

Yes, we’re certified by the Soil Association for handling organic products. This means we meet strict standards for traceability, segregation, and compliance throughout our fulfilment process.
We also work with a number of certified organic brands and are happy to support you in meeting your own certification requirements.
What sets your company apart in terms of sustainability?

Sustainability is not an add-on; it’s core to how we operate. From B Corp certification to renewable energy use when possible, ethical sourcing, and carbon-conscious logistics, we partner with brands that want to build a better future.
What is an Environmental Policy?

An Environmental Policy is a formal statement that outlines our commitment to minimising our environmental impact. It guides how we manage resources, reduce waste, and operate sustainably across our warehouses and supply chain.
At Wonderpack, our Environmental Policy is aligned with our mission to put people and the planet first. It supports our journey toward ISO 14001 certification and underpins everything from our packaging choices to our energy use and partnerships.
If you’d like to see a copy of our Environmental Policy, feel free to get in touch.
Are you carbon neutral or do you offer carbon offsetting?

We actively work to reduce emissions across warehousing, packaging, and shipping. We also support clients who want to offset their delivery footprint ask us how.
What environmental certifications do you hold?

We’re working toward ISO 14001 and already meet many of its criteria. We’re proud to be a pending B Corp certification and are building on that foundation every day.
What makes your supply chain ethical?

From ethical staff treatment to responsible sourcing and waste management, we consider the full lifecycle of fulfilment. We partner with suppliers who share our values.

Careers & Working With Us

I’d love to work for Wonderpack. Who should I contact?

We’re always keen to hear from purpose-driven people who share our values. If you’re interested in joining the Wonderpack team, email us at [email protected] specifying on the subject of the email the type of role or check our Careers page for current openings.
Do you work with freelancers or contractors?

Yes, we sometimes collaborate with freelancers and contractors in areas like sustainability, tech, creative, and operations. If you think your skills align, feel free to reach out with your portfolio or CV.
What kind of roles do you typically recruit for?

We have a mix of roles across warehouse operations, client success, sustainability, tech, and support functions. We’re growing, so roles vary depending on our current needs.
What’s it like to work at Wonderpack?

At Wonderpack, we’re a values-led business focused on sustainability, fairness, and inclusion. Whether you're in the warehouse or working remotely, you’ll be part of a supportive team that genuinely cares about people and the planet.
We pay fair wages, offer a safe and inclusive environment, and celebrate the humans behind the hard work. If that resonates, we’d love to hear from you.
We believe work should be meaningful, respectful, and growth-oriented. Here’s what we value in our team:
❤️ Communicate honestly, fairly, and kindly with everyone.
🏆 Prioritise tasks effectively so we can achieve goals together.
📈 Take pride in your work and look for ways to improve.
🚀 Embrace challenges with a positive, can-do attitude.
🙂 Contribute to our culture—bring your whole self and take part.