Selecting the right third-party logistics (3PL) partner goes far beyond moving goods from point A to B. It’s about looking for a long-term partner who can integrate seamlessly into your operations, protect your brand reputation, and help you deliver consistently to your customers. The wrong choice can cause delays, unnecessary costs, and lost business, which is why it’s important to know as much as you can before committing to their services. But what exactly are the questions to ask a 3PL provider to ensure you’re choosing the right company for your needs?
Why Asking the Right Questions Matters
3PL providers can sound similar on the surface, but dig deeper and you’ll find wide differences in sector expertise, technology, flexibility, pricing, and culture. Some excel in certain industries but struggle outside them. Some invest heavily in innovation, while others still rely on outdated manual processes.
By asking targeted, strategic questions, you get to the truth of how a provider will handle your specific needs, scale with your growth, and respond under pressure.
Essential Questions to Ask Your 3PL Provider
If you’re in the market for a 3PL company, here are 11 questions to ask your prospects to ensure you are making the right choice.
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What industries do you specialise in?
Every industry has its own operational quirks, regulations, and customer expectations. A provider who understands your sector will anticipate problems before they happen and bring tried-and-tested solutions to the table. For example, handling timber products is nothing like handling perishable goods, and moving construction materials is different from retail fulfilment.
At Denholm Good Logistics, we’ve built our experience across manufacturing, retail, FMCG, automotive, and construction, to name a few. We also provide specialised storage for various materials such as timber, oversized machinery, steel coils and sheets, and plastics. This range means we can transfer best practices between sectors and adapt quickly when your industry evolves. We understand the seasonal peaks of retail, the compliance demands of manufacturing, and the handling requirements of specialist goods, so you don’t have to explain the basics.
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What technologies do you use?
Technology is no longer a “nice to have” in logistics. It is essential. Without robust warehouse management systems (WMS), transport management systems (TMS), and tracking tools, you risk errors, stock discrepancies, and frustrated customers. You should be able to see where your stock is, when it will arrive, and how orders are performing at any given moment.
Denholm Good Logistics uses advanced WMS and TMS systems that integrate seamlessly with client platforms. Connect, our logistics tracking tool, gives our clients real-time insight from order placement to delivery. This means you can make faster, data-driven decisions, respond quickly to changing demand, and maintain full control over your supply chain.
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How do you handle scalability and peak periods?
Besides having more space, scalability is also about having the ability to flex resources, labour, and transport capacity quickly and without disruption. It’s vital to know how a 3PL provider responds to potential challenges, as seasonal peaks, promotional events, or unexpected demand surges can affect an unprepared operation.
Our team at Denholm Good Logistics plans well in advance for peaks by using flexible warehouse layouts, cross-trained teams, strategic carrier relationships, and our own fleet of vehicles. Our supply chain management approach means we look at your entire logistics flow—production schedules, inventory planning, inbound freight—to ensure capacity is in place before it’s needed.
On the transport side, our freight forwarding network spans multiple modes and global trade lanes. This gives us the ability to source additional space or reroute shipments quickly when demand spikes. Whether it’s Christmas rush or a sudden market shift, we keep goods moving and customers happy.
Furthermore, we develop clear standard operating procedures (SOPs) with every client, aligning our processes with your business structure. This bespoke framework ensures that when volumes increase, our teams know exactly how to adapt while maintaining the consistency and service standards you expect.
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Can you manage returns and reverse logistics?
Returns are often seen as an afterthought, but they can be the make-or-break factor in customer satisfaction. A slow, unclear, or inaccurate returns process frustrates customers and ties up working capital. An efficient reverse logistics operation gets products back into the supply chain quickly and at the lowest possible cost.
At Denholm Good Logistics, we manage returns with clear processes for inspection, grading, and restocking. For damaged or faulty goods, we handle responsible disposal or recycling in line with environmental regulations. To keep operations seamless, we establish bespoke SOPs for each client’s returns process, whether that’s strict quality checks for manufacturing or customer-friendly policies for retail. This ensures that reverse logistics not only protects your margins but also reflects your brand promise.
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What visibility do I have into inventory and orders?
Lack of logistics visibility can lead to overstocking, stockouts, missed sales, and poor decision-making. Your 3PL should offer 24/7 access to accurate, real-time information about inventory levels, order status, and performance metrics.
Our online portals and dashboards at Denholm Good Logistics provide full live visibility, so you’re never left guessing. Whether you’re running a quick stock check, monitoring a delivery, or reviewing KPIs, you have the data you need to make confident decisions.
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Are your warehouses bonded or port-centric?
When it comes to questions to ask a 3PL provider, you should never forget about location and customs status, as they can have a significant impact on cost and speed. Bonded warehouses can defer customs duties, improving cash flow. Port-centric locations reduce inland transport costs and cut lead times. For import/export-heavy businesses, these factors can be decisive.
Denholm Good Logistics operates both bonded and non-bonded facilities in strategic UK locations close to major ports, enabling faster import and export flows. Our warehouse and distribution network includes modern, high-security sites with 2 million sq. ft. of space and scalable storage options for everything from palletised goods to specialist products. Being near key maritime hubs allows us to streamline customs processes, reduce handling times, and integrate warehousing with onward distribution, helping your goods get to market faster and more cost-effectively.
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How do you price your services?
Transparent pricing is critical to building trust. Some providers offer a low headline rate but then add unexpected charges for handling, storage, or system access. You should understand exactly what you’re paying for and how it’s calculated.
At Denholm Good Logistics, we offer clear, straightforward pricing with no hidden fees. We tailor quotes to your specific needs so that you can compare like-for-like and budget with confidence. Our aim is to build long-term partnerships, not short-term wins.
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What’s your track record on SLAs?
SLAs (Service Level Agreements) are your benchmark for performance, but they’re only meaningful if they’re met consistently. Ask for real performance data and examples that show the provider can back up their claims. Recognition from industry awards can also indicate a proven track record.
Our team at Denholm Good Logistics consistently meets or exceeds SLA targets. Our service standards have been recognised through Supply Chain Excellence Awards submissions with Marshalls (Customer Service category) and CTH Group/Falcon Timber (Visibility category), and a RoSPA gold award in 2024. These acknowledgements reflect our commitment to delivering measurable, reliable results. Furthermore, we carry several industry accreditations and memberships, including those from AEO, EcoVadis, BRCGS, BSI, BRC, BIFA, and IATA, amongst others. This highlights our compliance with both UK and global standards and best practices.
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How do you communicate with clients?
Poor communication is a leading cause of frustration in logistics partnerships. You should know who your main contact is, how often you’ll hear from them, and how they’ll respond to issues.
At Denholm Good Logistics, every client has a dedicated account manager supported by operational staff who know their business inside out. Communication is proactive. We flag potential issues before they affect your operations and come up with solutions, not excuses. Just as importantly, we set up SOPs and agreed communication frameworks at the start of every relationship. This bespoke structure ensures updates happen in a way that works best for your team, whether that’s daily reporting, automated dashboards, or scheduled review calls.
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Can I tour your facilities?
This is one of the most important questions to ask a 3PL provider. By visiting their facility, you can see the operation in action, assess cleanliness and organisation, and get a feel for the team’s professionalism. Any confident 3PL will welcome you in.
We actively encourage tours of our facilities at Denholm. Seeing our processes and meeting our team in person gives you a clear picture of how we operate and helps build trust from the start.
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What is your financial standing?
Financial stability is a critical but often overlooked factor when choosing a 3PL provider. Logistics is a capital-intensive industry, and unfortunately, there have been high-profile cases of providers collapsing, leaving clients stranded with goods stuck in warehouses or in transit. If a key supply chain partner goes bankrupt, it can disrupt your entire operation overnight. That’s why it’s essential to ask about ownership, heritage, and financial resilience.
At Denholm Good Logistics, our roots go back nearly two centuries. Good Logistics was first established in 1833, and in 2021 it was acquired by The Denholm Group—a fifth-generation, family-owned business founded in 1866. In January 2024, Denholm Global Logistics and Good Logistics merged to form Denholm Good Logistics, bringing together two trusted names under one strong banner. Today, we’re part of J.J. Denholm Ltd, a diversified group that operates across shipping, logistics, seafoods, and industrial services. This heritage and financial strength mean we’re not just here for today. We’re built to support your business for the long term.
As They Say, Knowledge is Power
Choosing the right 3PL provider is one of the most strategic supply chain decisions you’ll make. Besides capacity, it’s about expertise, transparency, and the ability to grow with your business. By asking these questions, you’ll uncover the reality of a provider’s capabilities, values, and commitment to service.
At Denholm Good Logistics, we combine multi-sector experience, advanced technology, and a straightforward, honest approach to help businesses run smarter, faster, and more reliably. Get in touch with us today to book a consultation or arrange a site visit, and see how we can help you strengthen and streamline your supply chain.
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