Frequently Asked Questions

Tracking your package is simple. Enter the 12-30 character tracking number provided by your sender or printed on your shipping receipt into the tracking field on our homepage, then select "Track Package." You can view the complete delivery history, current location, expected delivery date, and detailed shipment events as the package moves through our network.

If you have created an account, you can also sign in to view all of your shipments in one dashboard, set up automatic email or text message status alerts, and save tracking numbers for future reference. If you experience difficulty locating your package, double-check that the tracking number was entered correctly without extra spaces or characters. Tracking information typically becomes available within 24 hours of the shipment being received at our first processing facility.

It is normal for tracking updates to appear to pause, especially for longer-distance shipments, packages traveling between regional processing hubs, or items moving through less populated areas. "In Transit" means that your package is actively moving through our network but has not yet been scanned at the next physical facility or checkpoint.

Long-haul shipments traveling by ground transportation between distant hubs may take 2-5 business days before the next tracking scan appears. International shipments may also have extended gaps between scans while in transit between countries or during customs clearance processing. Rest assured that your package is continuing to move even when live scans are not immediately visible. If your shipment has not had a status update for more than 7 business days for domestic shipments or 14 business days for international shipments, please contact our support team for a manual status investigation.

First, do not worry. There are several common explanations. Please check the following before contacting support:

• Check your surroundings: Packages are sometimes placed in protected or out-of-sight locations around your property such as porches, side entrances, garages, mailboxes, parcel lockers, building lobbies, or with a doorman or building management office.
• Ask neighbors or household members: A neighbor, family member, roommate, or colleague may have accepted the package on your behalf if you were not available.
• Verify the delivery address: Confirm that the shipping address provided by the sender matches your current address and that there are no typos or apartment/unit number omissions.
• Allow up to 24 hours: Occasionally, delivery status is marked as complete before the package physically arrives, as carrier route scanning sequences can vary.

If after 24 hours you still cannot locate your package, please file a delivery investigation through your account or by contacting our support team. We will conduct a full trace of the package, including GPS location data review, driver follow-up, and facility checks, and respond to you within 1-3 business days.

Delivery timeframes vary depending on the service class selected and the distance between the origin and destination zip codes. Our standard domestic service options within the contiguous United States are as follows:

• Priority Express: 1-2 business days, including Saturday delivery to most metropolitan areas.
• Priority Air: 2-3 business days to most locations nationwide.
• Standard Ground: 3-7 business days depending on distance; shipments to or from Alaska, Hawaii, or remote rural areas may take additional time.
• Economy Parcel: 5-10 business days for cost-effective delivery of non-time-sensitive packages.

All timeframes are business day estimates (Monday through Friday, excluding national holidays) and are not guaranteed unless explicitly stated for the specific service class purchased. You can view the estimated delivery date for your specific shipment by entering your tracking number on our website.

If the driver cannot complete the delivery because no one is available to accept the package, or if access to the delivery location is restricted, one of the following actions will occur based on the service type and shipment characteristics:

• For packages that do not require a signature, the driver may leave the shipment at the door, porch, or another secure location at the address, provided it is safe to do so. A delivery notice slip will not typically be left in these cases.
• For packages requiring signature confirmation or deemed too valuable or high-risk to leave unattended, the driver will leave a delivery notice with information about the next steps. A second delivery attempt is typically made on the next business day, and a third attempt may be made following that.
• After the final delivery attempt, if the package cannot be delivered, it may be transferred to a nearby service center for pickup or held for a specified period before being returned to the sender as undeliverable.

You can proactively manage your delivery through our online tools, including authorizing release without a signature, selecting an alternative delivery location, or requesting pickup at a facility before the first attempt occurs.

Yes, you have several options to reschedule or manage the timing of your delivery. After a first attempt has been made, you may use the tracking information to request another delivery attempt on a day when you will be available. You can also specify preferred delivery windows, authorize the driver to leave the package with a neighbor or building office, or provide special instructions regarding access codes or gates.

For a small convenience fee, eligible shipments may be scheduled for delivery on a specific upcoming business day of your choosing. Premium time-window delivery appointments (morning, afternoon, or evening) are also available in select metropolitan areas for an additional charge. Some delivery modification options must be requested before the driver begins the route for that day, so we recommend making your changes early through your account dashboard.

In most cases, yes. Address correction or address change services are available for eligible domestic shipments while they are in transit, subject to certain restrictions and applicable service fees. You can request an address change directly through your tracking dashboard or by contacting our customer support team with the tracking number and the corrected delivery details.

Please note the following important considerations: Address changes can add 1-2 business days to the expected delivery date as the package may need to be rerouted through the network. Changes between different states, major metropolitan areas, or to completely different regions may not be possible depending on how far the package has already progressed through the delivery pipeline. Shipments that have already reached the final delivery facility, are out for delivery on the current route, or require special handling due to customs, insurance, or regulatory restrictions may not be eligible for address modification. International shipments generally cannot be rerouted to a different country or recipient after export customs clearance has been completed.

Our Hold at Location service allows you to redirect eligible shipments to a nearby participating service center, retail partner location, or facility counter for pickup at your convenience, rather than delivering to a home or business address. This is ideal if you travel frequently, are not available during delivery hours, or prefer a secure pickup location.

To request a hold, visit the tracking page for your shipment and select "Hold at Location" from the available delivery options. You will be presented with a list of nearby locations, their business hours, and pickup deadlines. Once the request is processed and your package arrives at the selected facility, you will receive a notification that it is ready for pickup along with the address and hours of operation. Most packages are held for up to 7 calendar days before being returned to sender. Be sure to bring a government-issued photo ID and your tracking number when picking up your package. If someone other than the recipient will be collecting the package, please contact the location in advance to confirm authorization requirements.

International shipping involves additional processes and requirements beyond domestic delivery. When you ship outside of your home country, your package will be subject to customs clearance in the destination country, and may also pass through intermediate countries for transit. It is the shipper's responsibility to ensure that all contents comply with both export regulations of the origin country and import regulations of the destination country.

Key requirements for international shipments include:

• A fully completed commercial invoice or customs declaration describing each item, its quantity, declared value, country of manufacture, and intended use (e.g., gift, personal effects, merchandise, sample).
• Harmonized System (HS) tariff codes for each commodity, when required, to facilitate correct duty classification.
• Any necessary permits, licenses, or certifications for regulated commodities such as food, plants, pharmaceuticals, cosmetics, electronics, or items subject to export controls.
• Accurate recipient contact information, including local phone number and email, for customs communication if needed.

Delivery times for international shipments vary significantly depending on the destination country, the service tier selected, customs processing speeds, and any seasonal or regulatory delays. The recipient may be responsible for payment of applicable import duties, taxes, customs fees, brokerage charges, or other governmental assessments upon arrival in the destination country. Please note that we cannot predict or guarantee the amount of duties and taxes that may be assessed, as these are determined solely by the customs authorities of the importing nation.

Customs holds are a normal part of international shipping and occur for a variety of reasons, including routine inspections, verification of declared values, classification of goods, documentation review, assessment of duties and taxes, screening for restricted or prohibited items, and workload backlogs at customs processing facilities. Most standard customs clearances complete within 3-5 business days, but processing can take significantly longer during peak periods, for certain high-regulated commodities, or if additional information is requested from the shipper or importer.

If your shipment shows as being held by customs for more than 7 business days, the recipient should first check whether there is an outstanding request for additional documentation, payment of duties, or a customs inspection appointment. In many countries, customs authorities will notify the importer directly by mail, email, or phone if action is required. Our customer support team can assist by providing copies of shipping documentation and making status inquiries with our international partners, but we have no direct authority over customs processing times or decisions made by foreign government agencies.

All eligible domestic shipments automatically include base carrier liability coverage of up to $100 for loss, damage, or missing contents, at no additional cost, subject to the terms, conditions, exclusions, and limitations of the applicable carrier service tariff. International shipments include a base liability of up to $200 USD per package, or the equivalent in local currency at the time of claim settlement.

If you are shipping items of higher value, such as electronics, collectibles, jewelry, musical instruments, medical equipment, or important documents, we strongly recommend purchasing additional shipment protection coverage at the time of label creation. Enhanced insurance is available for most domestic and international shipments up to a maximum declared value of $5,000 per package, and higher limits may be available by special arrangement for approved business accounts. Premium coverage must be purchased before the package is tendered for shipment and cannot be added after the fact. When insuring high-value items, keep in mind that certain categories of goods (such as fragile items, antiques, artwork, perishables, currency, and negotiable instruments) may be subject to specific conditions, higher rates, or may not be eligible for coverage under standard policies. Please review the full insurance certificate and policy terms for complete details before shipping.

If your shipment has been lost, arrived with visible or concealed damage, was delivered to the wrong address, or is missing contents, you may file a claim through our online claims portal or by contacting our claims department. The following information and documentation will be required to process your claim efficiently:

• The original tracking number and proof of postage or shipping label purchase.
• Photographs of the original shipping container, packaging materials, and any visible damage to the outer box or wrapper (if applicable).
• Photographs of the actual damaged or partial contents, including all interior packaging, for damage claims.
• Proof of the item's value at the time of shipment, such as original purchase receipts, invoices, appraisals, or order confirmations.
• For repair claims: itemized repair estimates from a qualified repair facility.
• For missing contents: detailed inventory list of what was shipped versus what was received.

Claim filing windows vary by service and destination country. For domestic shipments, claims for loss must be filed within 60 calendar days from the date of shipment, and claims for damage must be filed within 30 calendar days from the date of delivery. International claims have longer filing windows of up to 180 days from shipment date due to cross-border processing times. After your claim is submitted, our team will conduct a thorough investigation, which typically takes 5-15 business days for domestic cases and longer for international matters. Approved claim amounts are paid by electronic transfer, original payment method refund, or account credit, depending on the nature of the claim.

If you have purchased a shipping label through our platform that you no longer need, you may request a refund for the full label cost, less any applicable processing fees, provided that the label has never been scanned, tendered to a carrier, or used in a shipment. Refund requests for unused labels must be submitted within 30 calendar days from the date of original purchase. Approved refunds are processed within 2-5 business days and returned to the original payment method used for the purchase.

For guaranteed service classes, if your shipment is delivered outside the published service commitment window for reasons within our control, you may be eligible for a refund of the shipping charges paid. Service guarantee refund requests must be submitted through your account within 30 days of the scheduled delivery date and require the tracking number, service class, and details regarding the delay. Please note that the service guarantee does not apply to delays caused by factors outside our reasonable control, including adverse weather, customs processing, incorrect or incomplete address information, recipient unavailability, prohibited item seizures, acts of God, labor disruptions, or other force majeure events. Full terms of each service guarantee are published with the specific service description at the time of purchase.

No, you do not need to create an account to use our basic package tracking tools. Simply enter your tracking number on the homepage to view the status of any shipment in our network. Accounts are free and optional, but registering provides several benefits and convenient features for frequent shippers and recipients, including:

• A personalized dashboard showing all incoming and outgoing shipments in one place.
• Automatic email and text message status alerts for package movement and delivery events.
• Saved delivery addresses and recipient address books for faster label creation.
• Stored service preferences and default package settings.
• Complete shipment history and receipts, organized by month, with export capabilities.
• Quick access to filing claims, requesting refunds, and contacting support with pre-populated shipment details.
• Exclusive access to member-only rate discounts, business tools, and promotional offers.

Creating an account takes less than one minute and only requires a valid email address and password. You may close or deactivate your account at any time through your account settings or by contacting our support team.

For the safety of our employees, transportation partners, customers, and the general public, certain categories of items cannot be shipped through our services, or are subject to specific packaging, labeling, documentation, and approval requirements. Prohibited items that are never accepted include, but are not limited to:

• Explosives, fireworks, ammunition, weapons, and destructive devices.
• Flammable gases, liquids, and solids; oxidizers and organic peroxides.
• Toxic, poisonous, infectious, or corrosive substances; hazardous chemicals and materials.
• Illegal drugs, narcotics, and controlled substances, including drug paraphernalia.
• Live animals, animal parts, endangered species products, and human remains.
• Stolen property, counterfeit goods, pirated media, and items that infringe intellectual property rights.
• Gambling devices, lottery tickets, and obscene or pornographic materials.

Additionally, the following restricted items may be accepted under limited conditions with advance approval, proper packaging, and compliance with all applicable regulations: lithium batteries and devices containing batteries, perishable food items, alcohol and tobacco products, plants and seeds, prescription and over-the-counter medications, cosmetics and personal care products with chemical ingredients, fragile items, high-value jewelry, and currency or negotiable instruments above certain thresholds. If you are unsure whether an item is eligible for shipment, please contact our support team with a full description before purchasing a label. Shippers found tendering prohibited or improperly declared restricted items may be subject to seizure of the package, civil penalties, administrative fines, account suspension, and liability for any resulting damages or regulatory actions.