How does onboarding actually work?
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A 20-minute conversation first — we look at your volume profile, GTA concentration, and current carrier mix. If there's fit, we send a written rate agreement and connect your Shopify store via our app or ShipStation. Most merchants are shipping their first Brunel labels within a week.
Are there minimum volume requirements?
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Standard tier has no per-month minimum — ship what you ship. The volume tier kicks in at 6,000 shipments/month and locks pricing for 12 months. Above that, we'll build you a custom rate structure.
What's the all-in $3.50 actually include?
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Pickup from your facility, induction, sort, last-mile delivery, GPS photo proof, and all merchant portal access. No fuel surcharge. No residential surcharge. No peak-season fees. Declared-value add-on coverage is available separately if you need it.
What happens when a delivery fails?
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Our drivers have a financial incentive to complete the delivery rather than abandon it — which is why our first-attempt rate targets 99%+ vs. the ~75–80% industry average. If a delivery genuinely can't complete (wrong address, nobody home, unsafe location), you see it flagged in the dashboard in real time — before your customer emails support.
Do you handle returns?
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Yes — we do accept returns. Returns workflows look different for every brand depending on volume, packaging, and condition policies, so we'd rather have a conversation than publish a generic SKU here. Tell us how returns work for your business and we'll build a workflow that fits.
What if I ship outside the GTA?
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We're continuously expanding, and providing full coverage to our merchants is a priority. We'll be announcing carrier partnerships in 2027 to extend service beyond the GTA. For launch, we recommend using Brunel for your GTA volume and continuing with your current carriers for everything else — most merchants run a hybrid model.
How is this different from Canada Post, Purolator, or GLS?
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Those carriers are built for B2B parcel volume — one big pickup, one big sort, one route per driver per day. We're built for DTC: distributed sort centres so drivers can reload mid-day and run multiple routes, later cutoffs to match when DTC brands actually finish packing, and drivers who treat first-attempt delivery as their livelihood.
Is my customer data safe?
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Your customer data is yours. We use it to deliver your packages. We don't run a marketplace. We don't sell to your customers. We don't private-label your best products. That's the entire point. Our tech stack is built to SOC 2 compliance standards, with the controls and audit posture you'd expect from any modern partner handling customer data.
