A money-back guarantee for a shipping service level means that if the carrier misses the guaranteed delivery window, or there's a service issue, you may be eligible for a full or partial refund of the shipping fee. Not all service levels include a guarantee, and availability varies by carrier and service level.
Money-back guarantees are offered and processed by the carrier you chose for shipping. Eligibility and refund approval are entirely up to that carrier.
| Note: This covers refunds for late delivery. If your shipment was lost or damaged instead, see Filing a claim for a lost or damaged shipment. If your shipment was created using a personal carrier account, contact the carrier directly to request a refund. |
Guaranteed service requests
UPS
If UPS doesn't attempt delivery by the guaranteed date and time (for example, you purchased UPS Next Day Air and delivery took three business days), your shipment may be eligible for a refund.
Use UPS's time and cost calculator to confirm the expected delivery date for your shipment.
| Note: UPS doesn't support Saturday delivery for shipments created via the web app, so Next Day Air shipments tendered to UPS on a Friday are delivered the following Monday. UPS also doesn't factor federal holidays into delivery timelines. |
UPS has changed eligibility requirements for certain service levels. For the most current guarantees, see UPS service guarantees.
If your service level is covered, contact Shippo support with the tracking number within 15 calendar days of the scheduled delivery date.
UPS won't honor guaranteed service refunds if either of these carrier adjustments applies:
- Large package fee
- Additional handling fee
Intercepted (redirected) and undeliverable packages returned to the sender are exempt from the money-back guarantee.
USPS
USPS Priority Mail Express (domestic) is the only service level eligible for a money-back guarantee.
See USPS's Priority Mail delivery details for more information. USPS doesn't offer coverage on international packages, including Priority Mail Express International.
| Note: Despite the name “Priority Mail 2-Day,” USPS doesn't guarantee the shipping time of its 2- or 3-day options. |
If your Priority Mail Express package shipped within the last 30 days, you can use the Priority Mail Express money-back guarantee. Refunds for service failures must be requested and processed at your local post office or online.
USPS requires shippers to handle this request directly with their team, so we can't submit it on your behalf.
If there's a discrepancy in the refund amount after you complete the process with USPS, reach out to Shippo support, and we'll refund the remaining portion of your label fee.
FedEx
FedEx offers a money-back guarantee on certain service levels. For the most current information, see FedEx's money-back guarantee.
Contact Shippo support to request a refund for a service failure.
For service levels covered by the FedEx service guarantee, refund or credit requests must be received within 15 calendar days of the ship date.
| Note: FedEx doesn't guarantee delivery times for FedEx Ground Economy or FedEx International Connect Plus shipments. Typical delivery runs 2-7 days, but it isn't guaranteed. FedEx doesn't honor a money-back guarantee for undeliverable or returned shipments. |
Canada Post
If a customer's Canada Post shipment doesn't arrive within the guaranteed service window, we can request a money-back guarantee refund with Canada Post. Refund requests must be submitted within 30 business days of the guaranteed delivery date.
To qualify, the package must have been sent using one of Canada Post's On-Time Delivery Guarantee services. Check eligibility here.
Eligible services:
Within Canada:
- Priority
- Xpresspost
- Expedited Parcel
International (including the US):
- Priority Worldwide
- Xpresspost - USA
- Xpresspost - International
To qualify for a refund, the shipment must have been delivered after the guaranteed delivery time for its destination.
| Note: Non-trackable items aren't eligible for refunds. For international shipments, the package must clear customs; Canada Post and its partners aren't responsible for delays caused by customs processing. Make sure the package didn't have restrictions that may have contributed to the delay. |
DHL Express
DHL no longer offers money-back guarantees on delayed shipments.
Royal Mail
Royal Mail offers Tracked 24 and Tracked 48 services with delivery aims of 24 and 48 hours. These aren't guaranteed services, and Royal Mail doesn't offer money-back refunds for delayed deliveries, even if delivery exceeds the target timeframe.
- No guaranteed delivery window (like by 1pm or end of next business day)
- No money-back refunds for delayed shipments
- Royal Mail doesn't compensate for delays unless the item is lost or damaged and qualifies under their compensation policy
- Not suitable for urgent or time-sensitive shipments