How can we help?
Search the questions we hear most and our step-by-step guides.
Getting started
Shipping your first package, printing, tracking.
4 answersCharges & billing
When you're charged, fees, voids and refunds.
4 answersShipping & carriers
Carriers, live rates, insurance, customs.
4 answersClaims & account
Lost packages, bulk buying, closing your account.
3 answersGetting started.
No. Create, pay for, and print a label as a guest on the rate calculator. A free account adds saved addresses, package presets, and order history so repeat shipments take seconds.
A free account gives you an address book, box presets, and an item library - plus tags and groups to sort them - so a repeat shipment takes seconds instead of re-typing everything.
4x6 thermal (best for label printers) or 8.5x11 letter (for a regular printer). Set a default and override it per label when you need a specific size.
Every purchased label has a tracking number the moment it's bought, and we email you (and optionally your recipient) as it moves. You can also track straight from your orders list.
Charges & billing.
Yes. The whole product is free - you only pay the discounted carrier rate when you ship a label. No subscription, no contract.
Per label, at buy time. We pre-authorize the total on your card, buy the label, then capture it. If the carrier rejects the buy, we refund the hold immediately. A bulk buy uses a single charge for the batch.
No. Dashboard labels carry no platform fee - the price you see on the calculator is the exact rate you pay. There's no subscription and no per-seat or per-location charge.
Yes. Void a label and the amount returns as shipping credit, auto-applied to your next label; cash refunds are available on request within 30 days. Once the carrier scans the parcel it's in the mailstream and can no longer be refunded.
Shipping & carriers.
USPS, UPS, FedEx, and DHL. Rates are pulled live from each carrier on every label, so the price you see is what the carrier charges that minute.
Yes. The quote is the exact price you pay at checkout - no surprise surcharges and no rate inflation at buy-time.
Toggle it at checkout and set a declared value. Carrier caps vary - USPS $5,000, UPS and FedEx up to $50,000 - and we warn you before you exceed a cap.
An HS tariff code and origin country for each item, plus an export reason for the shipment. We auto-generate the commercial invoice and attach it to your label PDF.
Claims & account.
If you added insurance at checkout, send a request with your tracking number and photos and we file the carrier claim for you; the payout comes back as account credit or a refund. Without insurance, the carrier's limited liability applies.
Yes, with a free account. Select your orders and buy the whole batch in one charge; any failed row is refunded to your credit and flagged so you can retry it.
Send a request from the email on your account and we'll close it and wipe stored shipment data once any open carrier balance is settled.
Still stuck? Talk to a real person.
Send a request and we reply, usually the same day.
Contact supportOr email support@shiponline.app.