Customer Support

24/7 Support & Dedicated Management

Close-up of hands typing on a laptop with a blurred monitor in the background, representing online customer support or work.

Onboarding

Comprehensive onboarding

Streamlined and custom onboarding plans cover all aspects of your logistics requirements, executed by our team of onboarding experts.
Service setup includes integration, systems configuration, and operational warehouse setup.
Know you’re covered with dedicated workshops for your team that unpack all operations, tech, and customer service requirements.

Two men in high-visibility vests talking in a warehouse aisle surrounded by tall racks filled with boxes and pallets.

Account management

Personal sounding boards

Draw on expert fulfillment advice from your own strategic account manager.
Acquire valuable insights that foster business growth as you scale and expand.
Strategic account managers can help with expansion and growth initiatives including new sales channels, product lines and markets, plus adding services such as new warehouse locations and more freight carriers.

Computer screen displaying the eStore Logistics sales order search interface, showing order details, tracking, and carrier information.

Self-service portal

Answers at your fingertips

Get total visibility and management of your logistics operation including live status updates on all stock movements and levels, product history, customer orders, and tracking numbers.
Action self-service tasks relating to sales orders, stock receipts, delivery information, returns management and item management.
Automatically integrate sales orders into our warehouse management system and schedule them for picking and packing.

What’s the secret to our success?

It's all in our customer support capabilities that pack a punch

Success begins with smart systems, passionate people, and a commitment to making your job easier. By controlling the entire fulfillment process and keeping automation, integration, and optimisation at our core, we ensure every order moves seamlessly from warehouse to doorstep.

Dedicated customer service representative for each account

Australian-based customer service team

Co-located in our fulfillment centres for rapid resolution

Dedicated phone lines for each customer account

Multiple contact options

Robust ticketing system tracks response times

Individual ticket numbers for each inquiry for fast resolution

Real-time integration with our Express platform

The results speak for themselves, so do our customers

“eStore has been an important partner over the years. Our top priority is delivering an exceptional end-to-end experience for our customers, and working with eStore allows us to offer best-in-class fulfillment while staying asset-light. As we plan for strong growth in the coming years, we know this personalised fulfillment setup with eStore will be key to helping us get there.

Chief Executive Officer

Leading online furniture & homewares retailer

“Black Friday and Cyber Monday 2023 exceeded all expectations, with orders skyrocketing to new heights. eStore rose to the challenge with agility, operating from two fulfillment centres and collaborating closely through daily meetings and strategic planning. Their support ensured seamless deliveries for tens of thousands of customers during the holiday rush. Detailed reporting and open communication helped us adapt as we surpassed forecasts and navigated shifting delivery windows. eStore wasn’t just a 3PL partner—they felt like an extension of our team.

Global Fulfilment Manager

Sustainable underwear & essentials brand

“For over seven years, eStore has been a dream partner. They efficiently ship full cases of wine from two fulfillment locations, helping us reach customers across Australia. Their kitting services let us create curated cases tailored to individual preferences—boosting customer satisfaction and brand appeal. No matter the challenge—whether it’s growth, market shifts, or regulatory changes—eStore adapts with ease, keeping operations running smoothly. Their dedication has been key to our success, and we look forward to raising a glass to many more years together!

General Manager

Australian online wine retailer

“Managing our e-commerce business means overseeing a diverse range of luxury homewares—from bedding and towels to throws and cushions. We needed a partner who could manage this variety with efficiency and cost-effectiveness, and eStore’s AI-powered AMRs stepped up to the challenge. Their ongoing commitment to optimisation, including integrating multiple shipping carriers to better serve our needs, has streamlined operations and reduced costs. Even through the disruption of COVID, when our sales volumes more than doubled, eStore adeptly navigated logistical complexities, ensuring our customers received excellent service every time.

Head of Purchasing, Planning & Sourcing

Luxury homewares brand

“Before partnering with eStore, our previous logistics solution faced challenges, particularly with fulfillment speed and inventory accuracy. Thanks to eStore, we now offer same-day delivery of our products, which is essential for customers needing quick access for weekend plans or sudden weather changes. This service has significantly boosted our conversion rates, and our customers consistently praise the speed and reliability of our deliveries. With eStore’s same-day service, we now offer a variety of delivery options tailored to each customer’s needs, ensuring that spontaneous adventures can go ahead, no matter what the weather brings!

Head of Operations

Australian waterproof footwear brand

“Before partnering with eStore, our former fulfillment provider caused daily struggles with delays, mismanaged inventory, and a lack of transparency. Since transitioning, eStore has transformed our business. Their efficient operations have resulted in a significant increase in repeat customers, faster deliveries, and rigorous order accuracy, all of which have enhanced our overall service quality. Internally, we've drastically reduced customer service inquiries, enabling our team to focus on growth and product development rather than damage control. Partnering with eStore has dramatically uplifted our online reputation, as reflected in the number of positive customer reviews we now receive.

Founder & Owner

Online retailer of children’s toys and goods

“Working with eStore allows us to focus on what we’re good at, while leaving the operations to the experts. We get access to the type of world-class warehousing and fulfillment that would be out-of-reach for a business like ours otherwise. We can scale up and down as needed, while also meeting customer demand for super-fast delivery.

Co-founder and General Manager

E-commerce brand for mountain biking products

The eStore promise

Entrust your brand to Australia’s most advanced fulfillment provider

Always connect with a real person, not a chatbot

We offer a variety of timely customer service options including raising a support ticket, email and phone support, and self-service actions using our Express platform.

Deep retail, consumer goods, and supply chain experience

Ask us anything, it’s not our first time at the fulfillment rodeo.

We're in control of the fulfillment process end-to-end

We maintain full control end-to-end, leaving nothing to chance by outsourcing. It's our team, our infrastructure, and our processes all the way.

Let’s connect