Everything you need to know about working with Ebb & Flow Logistics. Don't see your question? Reach out anytime.
It's simple — reach out via our contact page, give us a call at 519-671-8656, or email us at support@ebbnflowprep.com. We'll start with a conversation to understand your business, your products, and your monthly volume. From there, we'll put together a customized plan for your approval before any work begins.
Our standard prep tiers start at 500 units per month (Bronze tier). For returns, there is a minimum order of $20. If you're just getting started and your volume is below 500 units, reach out anyway — we're happy to talk through your situation and see if we can find a fit.
Our warehouse is located in London, Ontario, Canada. It's a secure facility equipped to handle standard, large, and oversize items, as well as full pallet and container operations.
Yes. We work with sellers across Canada and internationally. As long as you can ship your inventory to our London, Ontario warehouse, we can prep and fulfill from here. Note that postage, duties, taxes, and brokerage for international shipments are billed separately at cost.
No. All fees are discussed and agreed upon before any work begins. Our pricing is fully transparent — what you see on our pricing page is what you pay. We never add surprise charges after the fact.
Inbound pallet handling is charged at $15.00 per pallet. You also pay to ship your inventory to us, and for carton forwarding if applicable. There are no hidden receiving fees beyond what is listed on our pricing page.
Your tier is based on your monthly unit volume for standard-size items (1–5 lb). Bronze starts at 500–2,499 units/month, Silver at 2,500–4,999, Gold at 5,000–9,999, Platinum at 10,000–14,999, and anything over 15,000 units gets a custom quote. If your volume grows, your rate automatically improves.
Large items (5–15 lb) and oversize items (15–25 lb+) use a different rate structure based on weight. The easiest way to get an accurate number is to use our prep fee calculator, which handles all the math for you. Special OS items over 25 lb are handled with custom pricing — just contact us.
If your items are exempt from FNSKU labelling, you can subtract $0.25 from the per-unit prep fee. Just let us know when we're setting up your plan and we'll reflect that in your pricing.
We currently support Amazon FBA, Walmart fulfillment, and direct-to-consumer orders. We're also expanding to Shopify, eBay, Etsy, and Newegg — reach out if you're on one of those platforms and we'll let you know our timeline.
Yes — every package receives a quality inspection before it leaves our facility as part of standard prep. We also offer more thorough inspection services: basic inspection at $2.00/unit, and functional testing for electronics at $5–$15/unit depending on complexity.
Yes. We offer full returns management including assessment, restocking, repackaging, consolidation, returns to vendor, and item disposal. The minimum returns order is $20. See our pricing page for the full rate card or contact us for a custom quote on consolidation.
Yes. Short-term storage is available at $40.00 per pallet per month, prorated if you need less than a full pallet. Contact us to discuss your storage needs and we'll work out the details.
Yes. We charge a $5.00 fee per hazmat order, and FDA Prior Notice handling is also $5.00. Please let us know upfront when setting up your plan if your products fall into these categories so we can prepare appropriately.
Yes. Standard documentation photos are $2.00 each, and a 5-photo evidence set is $8.00. For listing-quality or enhanced photos, we offer custom quotes — reach out and tell us what you need.
We offer 24/7 customer support. For general inquiries via email or the contact form, you can typically expect a response within a few hours. For urgent matters, call us directly at 519-671-8656.
Yes — Platinum tier clients have warehouse visits and audits included in their plan. For other clients, reach out and we can discuss scheduling a visit. We believe in full transparency and are happy to show you how your inventory is handled.
Out-of-scope work is available at $60.00/hour billed in 15-minute increments. Just talk to us about what you need and we'll let you know if it's something we can accommodate and what it will cost before we start.