Frequently Asked Questions

We ship a wide variety of items including documents, parcels, packages, and freight. However, we cannot ship prohibited items such as hazardous materials, explosives, flammable liquids, illegal substances, perishable foods without proper packaging, and live animals. For a complete list of restricted items and packaging requirements, please contact our customer support team or visit our shipping guidelines page.

Proper packaging is essential for safe delivery. Use sturdy boxes appropriate for the weight and size of your items. Wrap fragile items individually with bubble wrap or foam padding. Fill empty spaces with packing peanuts or crumpled paper to prevent items from shifting. Seal boxes securely with strong packing tape on all seams. For very fragile items, consider double-boxing with cushioning material between the boxes. Label the package clearly with "FRAGILE" if applicable. We also offer professional packaging services at our locations if you need assistance.

For standard parcel service, the maximum weight is 70 lbs (32 kg) per package, and the maximum size is 108 inches (274 cm) in length plus girth combined. For larger or heavier items, we offer freight services with no upper weight limit. Oversized packages may incur additional handling fees. If you're shipping multiple packages, we can consolidate them or provide pallet shipping options for better rates. Contact us for custom quotes on large or heavy shipments.

Yes, we offer convenient pickup services for your shipments. You can schedule a pickup through our website, mobile app, or by calling our customer service. Pickups are available Monday through Saturday during business hours. For regular shippers, we also offer scheduled daily pickups at discounted rates. Same-day pickup is available in select areas for an additional fee. Our driver will collect your pre-packaged and labeled shipments from your specified location.

Tracking your shipment is easy. Simply enter your tracking number on our tracking page or homepage. You can also track shipments through our mobile app for real-time updates. Your tracking number can be found in your shipping confirmation email or receipt. The tracking system provides detailed information including current location, status updates, estimated delivery date, and complete shipping history with timestamps for each scan point.

If your tracking number isn't working, there could be several reasons: 1) The shipment may be too new - it can take 24-48 hours for tracking information to appear in our system after the label is created. 2) Make sure you've entered the tracking number correctly without any spaces or extra characters. 3) The tracking number format should match our system (usually starts with "TRK" followed by numbers). If you continue to experience issues after 48 hours, please contact our customer support team with your tracking number and shipping details for assistance.

Tracking information is updated in real-time as your package moves through our network. You'll see updates whenever your package is scanned at our facilities, during transit, and at delivery. Typically, packages are scanned at pickup, when leaving the origin facility, at transfer points, upon arrival at the destination facility, when out for delivery, and finally at delivery. For express shipments, updates may occur every few hours. You can also opt-in to receive email or SMS notifications for major status changes.

Yes! We offer multiple notification options to keep you informed about your shipment. You can receive updates via email, SMS text messages, or push notifications through our mobile app. Notifications can be set for key events such as: shipment pickup, in transit updates, out for delivery alerts, delivery confirmation, and any delivery exceptions. You can customize your notification preferences when creating a shipment or through your account settings. Standard notifications are free of charge.

Shipping rates are calculated based on several factors: package weight and dimensions, origin and destination locations, selected service type (express, standard, economy), and any additional services requested (insurance, signature confirmation, etc.). We use dimensional weight pricing, which means we consider both actual weight and package size. You can get an instant quote on our website by entering your shipment details. We offer competitive rates and volume discounts for regular shippers.

We accept all major credit cards (Visa, MasterCard, American Express, Discover), debit cards, PayPal, bank transfers, and for business accounts, we offer invoicing with net-30 payment terms. Cash payments are accepted at our physical locations. For international shipments, we accept payments in multiple currencies. All transactions are processed securely through encrypted payment gateways to protect your financial information.

No, we believe in transparent pricing. The quote you receive includes all standard shipping costs. However, additional fees may apply for: residential delivery surcharges, remote area delivery, oversized or overweight packages, special handling requirements, insurance (optional), and customs duties/taxes for international shipments. All applicable fees are clearly itemized on your quote before you confirm the shipment. There are no surprise charges.

Yes! We offer volume discounts for businesses and frequent shippers. Business accounts receive discounted rates based on monthly shipping volume, dedicated account management, invoicing options, and access to our business shipping platform with advanced features. The more you ship, the more you save. Contact our business solutions team to discuss custom pricing plans tailored to your shipping needs and volume. We also offer special rates for e-commerce businesses and bulk shippers.

Delivery times vary by service type: Express Service delivers within 1-2 business days domestically and 2-5 days internationally. Standard Service takes 3-5 business days domestically and 7-10 days internationally. Economy Service ranges from 5-7 business days domestically and 10-15 days internationally. These are estimated timeframes and actual delivery may vary based on destination, customs clearance for international shipments, and other factors. You'll receive an estimated delivery date when you create your shipment.

If no one is available to receive the package, our driver will leave a delivery notice with instructions. Options include: redelivery on the next business day, holding the package at a nearby pickup location for collection, authorizing delivery to a neighbor, or providing delivery instructions for a safe location. You can also use our app or website to provide advance delivery instructions, schedule a specific delivery time window, or redirect the package to an alternative address before the delivery attempt.

Yes, you can request a delivery address change before the package is out for delivery. This can be done through your account dashboard, our mobile app, or by contacting customer service. Address changes may incur an additional fee depending on the service level and how far the package has traveled. The change must be requested by the shipper or an authorized recipient. For security reasons, we may require verification before processing address changes. Some restrictions apply for international shipments.

Saturday delivery is available in most areas for an additional fee. Sunday and holiday delivery is available in select metropolitan areas for express shipments. When creating your shipment, you can see if weekend delivery is available for your destination and the associated cost. Business deliveries are typically Monday through Friday only, while residential addresses may have weekend delivery options. Weekend delivery times may vary from standard weekday delivery hours.

No, you can ship as a guest without creating an account. However, having an account offers many benefits including: saved shipping addresses for quick reuse, shipment history and easy reordering, digital receipts and invoices, tracking all your shipments in one place, faster checkout process, access to volume discounts, and exclusive member offers. Creating an account is free and takes just a few minutes.

Our customer support team is available 24/7 to assist you. You can reach us by: Phone at our toll-free number (available on our contact page), Live chat on our website - click the chat icon in the bottom right corner, Email at [email protected] with typical response within 2 hours, Social media - send us a message on Facebook or Twitter, or visit one of our physical locations during business hours. We also have an extensive help center with guides and tutorials.

If your package is lost or damaged, please contact our customer support immediately with your tracking number and details of the issue. For lost packages: we'll initiate a trace to locate your shipment. If not found within 7 days, you can file a claim. For damaged packages: keep all packaging materials and take photos of the damage. File a claim through your account or with customer support within 7 days of delivery. We'll investigate and process your claim typically within 10-14 business days. All shipments include basic coverage, and additional insurance is available at the time of shipping.

To file a claim: Log into your account and navigate to the shipment in question, click "File a Claim" or contact customer support with your tracking number, provide details about the loss or damage including photos if applicable, submit proof of value (invoice, receipt, or appraisal), our claims team will review your submission within 3-5 business days. Claims must be filed within 60 days of shipment date. Resolution typically occurs within 10-14 business days. Approved claims are reimbursed via your original payment method or check.