Frequently Asked Questions
Got questions? We’ve got answers.
Browse by category below — and if you can’t find what you need, we’re just an email away.
Getting Started
Shipping
Pricing & Surcharges
Billing & Payment
Discounts
BYOC
Security
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Getting Started
Head to the registration page, fill in your email, password, and company name. You’ll get a verification email — click the link, and you’re in. No credit card required to start.
Pay-as-You-Go: Pay at checkout with Stripe. Simple, no monthly bills, 2.9% + $0.30 Stripe processing fee. You get tier discounts only (based on previous month’s volume).
Preferred: Custom base discount, consolidated weekly invoicing (NET 7), no Stripe fees, dedicated support. Perfect if you ship 50+ parcels/month.
Check out our plans page for the full breakdown.
Check your spam folder first (we know, annoying). If it’s not there, log in to your account — you’ll see a button to resend the verification email. Still nothing? Contact us and we’ll sort it out.
Send us an email and we’ll upgrade you. Once you’re on Preferred, you’ll start seeing tiered discounts based on your previous month’s volume.
Absolutely. Sign up for Pay-as-You-Go, get some rates, compare couriers — no credit card needed until you’re ready to buy a label. You can get quotes all day long for free.
Pricing & Additional Charges
Shipping rates are estimates based on the information provided at quote time. Several factors can cause the final charge to differ:
- Weight adjustments — Couriers may re-weigh packages. If actual weight exceeds declared weight, you’ll be charged the higher amount.
- Dimensional weight — If your package is large but light, couriers charge based on dimensional weight (L × W × H ÷ 139). We calculate this at quote time, but courier measurements may differ slightly.
- Fuel surcharges — These update weekly and may change between quote and delivery.
- Additional handling fees — Triggered by packages over 50 lbs, oversized dimensions, or special packaging requirements.
- Address corrections — If the courier corrects an incomplete or invalid address.
- Residential delivery — Delivering to a home instead of a business may incur additional fees if not indicated at booking.
Most couriers apply an additional handling surcharge for packages exceeding certain weight thresholds:
- UPS: Packages over 50 lbs (domestic) or 71 lbs (international)
- FedEx: Packages over 50 lbs (domestic) or 55 lbs (international)
- Purolator: Packages over 50 lbs (special handling), over 70 lbs (heavyweight residential)
- Canada Post: Packages over 50 lbs (22.7 kg) may require special handling
These surcharges typically range from $6–$30 per package depending on the courier and service. We include these in your quoted rate when we can determine they apply, and you’ll see a warning when entering package weight over 50 lbs.
In addition to weight, couriers apply additional handling surcharges for packages that exceed dimension thresholds:
- Longest side over 48 inches — Any single dimension exceeding 48″
- Second-longest side over 30 inches — The second-largest dimension exceeding 30″
- Total girth over 108 inches — Calculated as: Length + (2 × Width) + (2 × Height)
Additional handling may also apply for:
- Packages not in a standard corrugated cardboard box
- Tubes, cylinders, or plastic containers
- Packages with excessive strapping, wrapping, or tape
Oversized surcharges typically range from $15–$115 per package depending on the courier and how much the package exceeds the thresholds. You’ll see a warning when entering dimensions that trigger these thresholds.
Fuel surcharges are variable fees that couriers add to cover fluctuating fuel costs. They’re calculated as a percentage of the base shipping rate and typically update weekly.
We include the current fuel surcharge in your quoted rate. However, if there’s a delay between getting a quote and the package actually shipping, the fuel surcharge may have changed slightly. This is usually a small difference (a few cents to a few dollars).
Dimensional weight (DIM weight) is a pricing method that accounts for package size, not just actual weight. Couriers use it because large, lightweight packages take up valuable space.
Formula: (Length × Width × Height) ÷ 139 = DIM weight (in lbs)
Couriers charge based on whichever is higher: actual weight or DIM weight. For example, a 10 lb box measuring 20″ × 20″ × 20″ has a DIM weight of ~58 lbs, so you’d be charged for 58 lbs.
Tip: Use the smallest box that safely fits your items to minimize dimensional weight charges.
Couriers verify package weight and dimensions, and billing adjustments will apply if your declared values don’t match. Here’s how to measure accurately:
Weight
- Use a reliable scale — bathroom scales work for heavier packages, postal scales for lighter ones
- Weigh the complete package including box, packing materials, tape, and labels
- Round up to the nearest 0.1 lb (e.g., 4.23 lbs → 4.3 lbs)
- When in doubt, round up — it’s better to slightly overpay than receive an adjustment fee
Dimensions
- Measure the longest point of each side, including any bulges or protrusions
- Include any handles, straps, or irregular shapes in your measurements
- Round up to the nearest whole inch (e.g., 12.3″ → 13″)
- For non-rectangular items, measure the smallest box that would contain the item
What happens if measurements are wrong?
Couriers use automated scanning systems to verify dimensions and scales to verify weight. If your declared values are lower than actual:
- You’ll be charged the difference between quoted and actual rates
- Some couriers add a measurement correction fee ($5–$15)
- Repeated inaccuracies may result in account review
Tip: We apply conservative rounding to dimensional weight calculations to help minimize billing surprises, but accurate declarations are your responsibility.
A residential delivery surcharge applies when delivering to a home address instead of a commercial business. This fee covers the additional time and cost of residential routes.
When getting a rate, check the “Residential address” box if shipping to a home. This ensures the residential fee is included in your quote upfront, avoiding surprise charges later.
If you don’t mark it as residential but the courier determines it is, they may add the fee after delivery — typically $3–$5 per package.
If the courier needs to correct an incomplete, invalid, or undeliverable address, they may charge an address correction fee (typically $10–$20). This can happen if:
- The postal code doesn’t match the city/province
- The street address is missing apartment/suite numbers
- The address doesn’t exist or has typos
Tip: Double-check addresses before booking. Use our address book to save verified addresses for repeat use.
Declared value is the amount you declare your package contents are worth. This determines the maximum amount the carrier will pay if your shipment is lost or damaged.
How it works:
- Default coverage — Most carriers include basic liability (typically $100 CAD) at no extra charge.
- Declared value coverage — For items worth more than the default, you can declare a higher value. The carrier charges a fee (usually $2–$3 per $100 of declared value) for this additional coverage.
- Per-package basis — Declared value is set for each package in your shipment. If you have multiple packages, declare the value of contents in each one.
Important notes:
- This is NOT insurance — Declared value coverage is carrier liability, not insurance. Coverage is subject to the carrier’s terms and conditions, including exclusions for certain items (antiques, jewelry, electronics, etc.).
- Proof of value required — To file a claim, you’ll need to provide proof of the item’s value (receipts, invoices, etc.).
- Maximum limits apply — Each carrier has maximum declared value limits (typically $5,000–$50,000 depending on service and destination).
- Proper packaging required — Claims may be denied if the carrier determines the package was inadequately packed.
Tip: For high-value or irreplaceable items, consider purchasing separate shipping insurance through a third-party provider in addition to declared value coverage.
BYOC (Bring Your Own Courier)
BYOC (Bring Your Own Courier) lets you connect your existing courier accounts to our platform. You get our dashboard, tracking, and workflow tools while using your own negotiated rates and account numbers.
Go to BYOC Settings and enter your courier account credentials (API keys, account numbers, etc.). We’ll validate the connection and you’re good to go. If you need help, contact us — we’ll walk you through it.
Currently: Canada Post, UPS, FedEx, Purolator. If you have an account with one of these, you can connect it. More couriers coming soon.
No — you’re using your own rates with BYOC. Tiered discounts only apply to SAS (Sure As Ship) accounts. But you still benefit from our workflow, tracking, and consolidation tools.
Yes! You can see rates from both side-by-side and choose whichever is cheaper. Best of both worlds.
Security
Go to Security Settings, click “Enable MFA,” and scan the QR code with an authenticator app (Google Authenticator, Authy, etc.). You’ll need to enter a 6-digit code at login from now on.
Contact us with proof of identity (email from your registered account, invoice details, etc.). We’ll disable MFA temporarily so you can log in and re-enable it with a new device.
Go to Profile, click “Change Password,” enter your current password and new password. Done.
Go to Profile, update your email, and verify the new address (we’ll send a confirmation link). Until verified, your old email stays active.
Yes. We use Stripe for payment processing (PCI DSS Level 1 certified). We never see or store your full credit card details — Stripe handles that.
Shipping Basics
Go to Get Rates, enter your origin and destination, package details (weight, dimensions), and hit “Get Rates.” You’ll see side-by-side pricing from multiple couriers with delivery times and any extra fees.
We work with Canada Post, UPS, FedEx and Purolator. All major Canadian couriers in one dashboard. If you have your own accounts, you can use BYOC (Bring Your Own Courier).
After getting rates, select the service you want, review the details, and click “Confirm & Buy Label.” If you’re on Pay-as-You-Go, you’ll pay via Stripe. If you’re Preferred, it goes on your weekly invoice. Your label downloads instantly.
Yep! After booking, you can email the label and tracking info to any recipient. Great for remote teams or third-party fulfillment.
Go to Shipments, find your order, and click through for tracking details. Each shipment has a unique tracking link you can share with your customer.
Yes, but only before the courier scans it. Go to Shipments, find the shipment, and click “Void Label” (if available). If it’s already in transit, you’ll need to contact the courier directly.
A return label lets your customer send something back to you. In the rating flow, select “Return Label” or create one from your Shipments page. The origin/destination are flipped automatically.
Because couriers don’t always provide guaranteed times for every service. We show you the best info we have — if it says “2-3 business days,” that’s the courier’s estimate. Express services usually have guaranteed delivery dates.
Billing & Payment
You pay at checkout via Stripe (credit card). We charge the shipping cost + 2.9% + $0.30 Stripe processing fee. Receipt is emailed immediately.
Preferred accounts get consolidated weekly invoices (Sunday-Saturday billing periods). All shipments for the week are billed together with your custom discount applied. Payment terms are NET 7 (due within 7 days). You’ll find invoices under Invoices.
Pay-as-You-Go: Booking fails immediately. Update your card and try again.
Preferred: We’ll email you about the overdue invoice. If it’s not paid within 14 days of the due date, account restrictions apply (new shipments paused). At 21 days overdue, accounts are suspended until resolved.
Yes, we apply GST/HST as required by Canadian tax law. The exact rate depends on your province. Tax is shown clearly at checkout and on invoices.
Contact us right away with your invoice number and a description of the error. We’ll review it and issue a correction or credit if needed. Common issues include duplicate charges, incorrect discounts, or missing shipments — we’ll sort it out quickly.
Discounts
Tiered discounts are based on the previous month’s shipment volume. The more you ship, the more you save. Your discount is calculated as:
- Pay-as-You-Go: Tier% only (you get the full tier discount based on volume)
- Preferred: Base% only (you get a custom base discount negotiated for your account, and you save on Stripe fees)
Tier breakpoints:
- Gold (0-99 shipments): up to 25% tier discount
- Platinum (100-299 shipments): up to 30% tier discount
- Diamond (300+ shipments): up to 35% tier discount
Check your current discount on the Discounts page.
On the 1st of each month. We look at the previous month’s shipment count and adjust your tier automatically. If you shipped 150 parcels in January, your February discount reflects the 100-299 tier.
Yes! Pay-as-You-Go customers get full tiered discounts based on previous month’s volume. You also get better-than-retail rates from couriers. If you want to get a base discount plus avoid Stripe fees, consider switching to Preferred for NET 7 invoicing.
Every Pay-as-You-Go customer starts at 25% off (Gold tier), and your discount increases automatically as your volume grows each month. Preferred: Custom base discount negotiated for your account.
Yes! Go to Discount History to see month-by-month savings and tier changes. Preferred customers also get weekly invoice summaries via email.
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