A Money-Back Guarantee for a shipping service level ensures that if the carrier fails to deliver the package within the specified timeframe or there is a service issue, the shipper may be eligible for a full or partial refund of the shipping fees. However, not all service levels include a Money-Back Guarantee, and the availability of this guarantee varies by carrier and service level.
Please note that money-back guarantees are offered and processed by the carrier you selected for shipping. Eligibility and approval of refunds are determined entirely at the discretion of the chosen carrier.
If your shipment was created using a personal carrier account, you must contact the carrier directly to request a refund.
Guaranteed Service Requests
UPS
If UPS did not attempt delivery by the guaranteed date and time (i.e., UPS Next Day Air was purchased, and delivery took three business days), your shipment may be eligible for a refund.
TIP: Please utilize UPS's time and cost calculator to confirm the expected delivery date for your recent shipment.
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Note: UPS does not support Saturday Delivery for shipments created via Webapp; therefore, Next Day Air shipments tendered to UPS on a Friday will be delivered on Monday, the next business day. |
UPS has changed eligibility requirements for certain service levels. For the most up-to-date service guarantees, please visit UPS Service Guarantees.
If your service level is covered, please contact support@shippo.com with the tracking number within 15 calendar days of the scheduled delivery date.
UPS will not honor Guaranteed Service Refunds if the package has any of the following surcharges/additional handling applied:
- Large Package Surcharge
- 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.
- Click here for more details from USPS on Priority Mail delivery times.
- USPS does not offer any coverage on international packages shipped, including priority mail express international.
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Note: Despite the name "Priority Mail 2-Day," USPS does not guarantee the shipping time of its 2 or 3-day shipping options |
If your Priority Mail Express package was shipped within the last 30 days, you can take advantage of the Priority Mail Express Money Back Guarantee. Refunds for Priority Mail Express service failures must be requested and processed either at your local Post Office or online.
USPS requires that shippers handle this request directly with their team, so Shippo cannot submit these requests on your behalf.
If there is any discrepancy with the refund amount after completing the process with USPS, please reach out to Shippo Support, and we will refund the remaining portion of your label fee.
FedEx
FedEx offers a money-back guarantee on certain service levels. For the most up-to-date information on available guarantees, please click here.
Contact the Shippo Customer Support team to request a refund for a service failure.
For service levels covered by the FedEx Service guarantee, all requests for refund or credit of transportation charges must be received within 15 calendar days from the ship date.
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Note: FedEx does not provide guaranteed delivery times for FedEx Ground Economy and FedEx International Connect Plus shipments. While typical delivery times range from 2 to 7 days, these are not guaranteed. FedEx does not honor a money-back guarantee for undeliverable or returned shipments. |
Canada Post
If a customer’s Canada Post shipment fails to 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. Eligibility can be checked here.
Eligible Services:
Within Canada:
- Priority™
- Xpresspost™
- Expedited Parcel™
International (Including the USA):
- Priority™ Worldwide
- Xpresspost™ - USA
- Xpresspost™ - International
To be eligible for a refund, the shipment must have been delivered after the guaranteed delivery time for its destination.
Important Notes:
- Non-trackable items are not eligible for refunds.
- For international shipments, packages must clear customs. Canada Post and its partners are not responsible for delays caused by customs processing. Please ensure the package did not have restrictions that may have contributed to the delay.
DHL Express
DHL no longer offers money-back guarantees on delayed shipments.