Frequently Asked Questions

To create a shipment: - Log in to your account. - Go to the Create Shipment section. - Enter sender and recipient addresses, package dimensions, and weight. - Review available shipping rates and select your preferred option. - Complete payment to generate your shipping label.

Yes! Use our Rate Checker tool on the homepage to: - Compare rates from USPS, UPS, FedEx, and DHL - Get instant price estimates without signing up - See delivery time estimates for different services - View our recommended best-value options Note: To actually purchase labels and create shipments, you'll need to create a free account.

To ensure fair usage, our public rate checker is limited to 50 requests per hour per IP address. This allows you to: - Compare rates for multiple shipments - Test different package sizes and destinations - Make informed shipping decisions If you need to check more rates, you can create a free account for unlimited rate checking.

We support all major shipping carriers: - USPS - Priority Mail, Ground Advantage, Express - UPS - Ground, 3-Day Select, 2nd Day Air, Next Day Air - FedEx - Ground, Express Saver, 2Day, Standard Overnight - DHL - International express services Each carrier offers different service levels, delivery times, and pricing options to meet your shipping needs.

Accurate measurements are crucial for correct pricing: Dimensions: - Measure length, width, and height at the widest points - Round up to the nearest inch - For irregularly shaped items, use the outer dimensions of a box that would contain the item Weight: - Use a postal scale for accuracy - Round up to the nearest ounce or pound - Include packaging materials in the total weight Tips: - Carriers may apply dimensional weight pricing for large, light packages - Double-check measurements to avoid additional charges

Important: All shipments are subject to carrier verification. If your actual package differs from what you declared, additional charges may apply: Common reasons for additional charges: - Incorrect dimensions: Actual size exceeds declared measurements - Weight discrepancy: Actual weight is higher than declared - Address corrections: Invalid or incomplete addresses requiring carrier correction - Delivery area surcharges: Remote locations, residential delivery fees - Special handling: Fragile items, oversized packages, or irregular shapes - Customs fees: International shipments with incorrect customs declarations How carriers verify packages: - Automated scanning: Most packages are measured and weighed by machines - Manual inspection: Random checks and suspicious packages - During transit: Verification can occur at multiple points Carrier-specific policies: - USPS: Additional charges and dimensional weight policies - UPS: Additional handling charges and dimensional weight calculator - FedEx: Surcharges and additional fees and dimensional weight guide - DHL: Service guide and surcharges How additional charges are processed: - Carriers will automatically bill the additional amount to the payment method used - You'll receive documentation explaining the charges - Charges typically appear on your statement within 3-7 business days How to minimize additional charges: - Measure carefully: Use a ruler/tape measure for dimensions - Weigh accurately: Use a postal or digital scale - Package properly: Use appropriate box sizes and padding - Verify addresses: Double-check recipient information - Declare accurately: Provide correct customs information for international shipments Dispute process: If you believe additional charges were applied incorrectly, contact [email protected] with: - Your order number - Documentation of actual package specifications - Photos of the package (if available) - Copy of the additional charge notice

We've made phone numbers optional for rate checking to make the process quick and convenient: For rate checking: - Phone numbers aren't required by carriers for rate quotes - Faster form completion and better privacy For actual shipping: - Phone numbers are required for both sender and recipient addresses - Valid format: 10-15 digits, may start with + - Carriers use them for delivery notifications and issue resolution This approach lets you explore rates quickly while ensuring proper contact information when you're ready to ship.

Our platform offers commercial shipping discounts that can save you significantly: Typical savings: - USPS: 10-30% off retail counter rates - UPS: 15-25% off published rates - FedEx: 10-20% off list prices Additional benefits: - No monthly fees or minimum shipping requirements - Access to services not available at retail locations - Rate comparison across multiple carriers - Our Savings dashboard shows your total savings over time

We offer secure payment processing through: - Stripe (major credit/debit cards) - PayPal (PayPal balance or linked payment methods)

If a shipping label cannot be generated after payment: - Our system will automatically attempt to refund your transaction. - Stripe refunds are typically processed immediately but may take 5–10 business days to appear on your statement. - PayPal refunds are usually instant. - If an automatic refund fails, you will be prompted to contact support for manual assistance.

After your label is created, tracking information and a direct tracking link are available in your Order History dashboard.

Order details, tracking numbers, and label links are securely stored for up to 6 months from the date of creation.

Our recommended rate balances cost and speed. It selects a rate that is significantly faster than the cheapest option (typically saving at least 2 days) without a substantial price increase (usually capped at 10–20% more than the lowest rate).

For international shipments, a customs declaration is required. Our form will prompt you for: - Contents type (e.g., Merchandise, Documents, Gift) - Contents explanation (if 'Other' is selected) - Non-delivery option (Return to Sender or Abandon) - Item details (description, quantity, weight, value, origin country, HS tariff number if known) - Certification of accuracy Providing accurate customs information is essential to avoid delays or issues with customs authorities.

USPS label cancellations require a manual process: 1. Send an email to [email protected] from your registered email address 2. Include your order number (found in your Order History) 3. Provide a reason for cancellation 4. Our team will process your refund within 24-48 hours 5. Credit card refunds may take additional time to appear on your statement This manual process is required due to USPS policy restrictions on automated label cancellations.

Order cancellation depends on the shipping carrier and timing: Cancellation Process: - You may request to cancel a shipment within 24 hours after creation - Go to Order History, select the order, and click Cancel Shipment Cancellation Outcomes: - SUCCESS: Immediate cancellation and payment refund processed - QUEUED: Request being processed by Shippo - refund follows once confirmed - PENDING: Waiting for tracking data (up to 14 days) - refund follows once confirmed - ERROR: Refund rejected if label was already used Refund Processing: - For immediate SUCCESS: Payment refunded instantly - For QUEUED/PENDING: Manual follow-up required, you'll receive email notification - Refund timing varies by payment provider: Stripe: 5–10 business days, PayPal: usually instant

For cancelled orders, refund processing is handled automatically: 1. When you cancel an order, we immediately request a refund from Shippo 2. If the refund is approved instantly, your payment refund is processed immediately 3. If the refund is pending review, our support team is automatically notified 4. You'll be contacted directly once the refund is processed What happens automatically: - Immediate refund processing for approved cancellations - Automatic support notifications for pending cases - Direct contact from our team for any issues You don't need to take any additional action - we handle the entire refund process for you.

When you cancel a shipping label, you may see different status messages: SUCCESS: Label cancellation was immediately approved - Your payment refund is processed immediately - No further action required QUEUED: Your cancellation request is being processed - Shippo is reviewing your request - Our support team is automatically notified to monitor progress - You'll be contacted directly once the refund is processed PENDING: Waiting for more tracking data from carriers - This process can take up to 14 days - Our support team monitors these cases automatically - You'll be contacted with updates as they become available ERROR: Cancellation was rejected - Usually means the label was already scanned/used - Contact support if you believe this is incorrect Note: All refund processing is handled automatically by our system and support team. You don't need to take any additional action.

If you have purchased a shipping label but do not use it to ship your package: Within 24 hours: - Use the Cancel Shipment button in Order History - Cancellation outcome depends on carrier processing status - Immediate refund for successful cancellations - Manual follow-up for queued/pending cancellations After 24 hours: - Contact [email protected] for manual processing - Include your order number and request cancellation Important notes: - Labels that have been scanned by carriers cannot be refunded - Refund eligibility depends on carrier policies and tracking status - We recommend cancelling as soon as possible if you won't use the label

You can choose between Drop-off at a carrier location or Schedule carrier pickup when creating a shipment. If you select pickup, you will be prompted to choose a date and time. Pickup availability may vary by carrier and location.

Shipping labels are provided in PDF format (4x6" or standard letter size). You can print your label on standard paper or compatible label printers.

PO Box shipping depends on the carrier: USPS: ✅ Can deliver to PO Boxes UPS: ❌ Cannot deliver to PO Boxes (street address required) FedEx: ❌ Cannot deliver to PO Boxes (street address required) DHL: ❌ Cannot deliver to PO Boxes (street address required) Tip: For non-USPS carriers, use the recipient's street address or workplace address instead.

Size and weight limits vary by carrier: USPS: - Max weight: 70 lbs (Priority Mail), 108 inches combined length + girth UPS: - Max weight: 150 lbs, max size: 165 inches combined length + girth FedEx: - Max weight: 150 lbs, max size: 119 inches longest side, 165 inches combined DHL: - Max weight: 154 lbs, max size varies by service Our system will alert you if your package exceeds carrier limits.

If your package is lost or damaged during shipping: Step 1: Check tracking for latest updates Step 2: Contact the carrier directly first Step 3: If the carrier cannot resolve the issue, contact us at [email protected] Insurance options: - Many services include basic coverage - Additional insurance may be available during label purchase - Coverage limits vary by carrier and service type We'll help you file claims and navigate the carrier's process when needed.

Our rate checker provides real-time pricing directly from carrier APIs, so rates are very accurate. However: What's included: - Base shipping rates from all carriers - Commercial discount pricing - Delivery time estimates What may change: - Additional fees for special handling - Fuel surcharges (applied during checkout) - Address corrections if needed Final prices are typically within $0.50-$2.00 of estimates.

Prohibited items vary by carrier but commonly include: Dangerous goods: - Flammable liquids and gases, explosives, toxic materials Restricted items: - Lithium batteries (restrictions vary) - Liquids over certain volumes - Perishable items (without special service) - Weapons and ammunition International restrictions: - Items prohibited by destination country - Items requiring special permits Always check specific carrier restrictions and destination country requirements before shipping.

Our platform already provides commercial rates that are significantly discounted from retail pricing. For high-volume shippers: Current benefits for all users: - Pre-negotiated commercial rates with all carriers - No minimum volume requirements - No monthly fees or subscription costs For enterprise needs: - Contact [email protected] for custom solutions - Dedicated account management - Enhanced analytics and reporting Typical volume indicators: 100+ shipments/month or $1000+ monthly shipping spend.

The Savings page in your dashboard provides a comprehensive summary of: Savings tracking: - Total amount saved compared to retail rates - Savings breakdown by carrier - Monthly savings trends Shipping analytics: - Total shipments and spend - Most used carriers and services - Average package weight and dimensions - Shipping frequency patterns Data retention: - Analytics cover the last 6 months of activity - Data is updated in real-time as you create shipments

For international shipments, if your customs declaration value exceeds $1000, you will not be able to create a label online. Please contact support or your carrier directly for high-value shipments to ensure compliance and proper documentation.

We take your privacy seriously. All shipment and payment data is stored securely and is never shared with third parties except as required to fulfill your shipment. Order history is retained for 6 months and then deleted.

We're here to help! Contact us at: Email: [email protected] - Include your order number for faster assistance - Response time: Within 24 hours on business days What to include in your message: - Your registered email address - Order number (if applicable) - Detailed description of the issue - Screenshots if relevant Common issues we can help with: - Label creation problems - Refund and cancellation requests - Shipping questions and advice - Account and billing issues - Technical troubleshooting