We want you spending more time shipping and less time hunting for answers. Here are some of the most common questions Shippo customers ask our team.
Use the left toolbar to jump between questions.
Does Shippo provide boxes or packaging supplies?
Shippo doesn't provide shipping or packaging supplies. We're a label creation platform, built for creating and purchasing shipping labels that you print and affix to your shipments yourself.
You can source your own packaging from a local supplier, but many carriers also offer supplies free of charge, depending on the service. USPS, for example, has a large selection of free supplies on its website. You can also order shipping supplies directly from UPS, FedEx, and DHL.
Does Shippo provide the labels for my printer? What kind of labels should I buy?
Shippo doesn't supply paper for printing, but you can find compatible label paper at any local office supply store or online retailer. Just make sure you buy adhesive paper that matches your printer type (inkjet, laser, etc.). We support standard printers using 8.5x11 inch paper, and thermal label printers using 4x6 inch label rolls. See Printer and Label Size Information for details.
Does Shippo provide a digital scale?
We recommend using a reliable postage scale to make sure you're purchasing the correct postage, though we don't endorse any specific unit. Shippo doesn't integrate directly with USB scales.
Do I have to be a business to use this? Can anyone use Shippo?
You don't have to be a business to use Shippo, anyone can sign up. Individuals can use Shippo for personal shipping too. You'll need an "order" to create a shipping label, and you can create one two ways:
- Manually type in the sender and recipient address details.
- Import through our CSV upload feature. See How to Upload a CSV File.
Curious what our discounted USPS rates look like? Check out our USPS postage calculator.
What do I do after printing a label?
Once you've bought and printed the label, attach it to your package and ship it. You can drop it off, or schedule a pickup (USPS and DHL Express only).
I've created my label. How long do I have to use it?
We recommend creating your label the same day, or the day before, you plan to ship your package. Labels do have expiration dates that vary by carrier, but as a best practice, use your label within 30 days of creation to avoid any issues in transit.
How can I see Flat Rates, Regional Rates, or One Rates?
When you click "Create Label" for an order, you'll see a Package Type dropdown menu showing "Carrier Provided Parcels." To see Flat Rate prices, select the matching box type from that menu. If you manually enter box dimensions instead of selecting the box type, you'll see standard rates, not Flat Rate prices.
I use Depop. How do I change my label, get a refund, or get a new label?
Depop uses Shippo's API to power its backend shipping and checkout, letting its customers print shipping labels. Depop handles all support for its app directly. For questions about a specific order or label, contact Depop Support, they're best equipped to help you within their app.
Why were address lines 1 and 2 reversed when I printed my label? Will my shipment still get there?
Labels are generated by the carrier and sent back to Shippo for you to print. Carriers sometimes switch the first and second address lines in their system. Seeing the second address line print above the first isn't an error, it's still a perfectly valid format and won't affect your package's deliverability.
I forgot my password, can you give me a new one?
Click here to reset your password. If your account becomes locked after too many failed attempts, our Support Team can reset it for you.
How can I mark my order as "Fulfilled" in Shippo?
Purchasing a label for an order in Shippo automatically marks it Fulfilled. For orders you don't plan to buy a Shippo label for, mark them Fulfilled directly in your store platform, and that status updates in Shippo automatically.
How can I intercept or redirect a package that's already shipped?
Once a package enters circulation with the carrier, you'll need to contact the carrier directly to see if an intercept or redirect is possible. Each carrier sets its own eligibility requirements and process for this.
If you're using your own carrier account in Shippo:
If you're using one of Shippo's carrier accounts:
- DHL Express: Contact our Support Team to check if your shipment is eligible.
- USPS: Contact our Support Team for domestic shipments using Shippo's carrier account.
- UPS: Contact our Support Team for shipments using Shippo's carrier account.
- FedEx: FedEx Platform Account shipments don't currently support intercept requests.
| Note: Our support team will always do everything possible to get the outcome you want, but we can't guarantee a successful intercept or redirect. |
Can I combine multiple orders into one shipment?
There's no automatic way to combine orders into a single shipment, but you can do it manually:
- Print a shipping label for one of the orders, entering the correct weight and dimensions to account for both.
- Mark the second order as Fulfilled in your ecommerce store's order management system.
| Note: This process won't generate a comprehensive packing slip or email notification listing items from both orders. |
I purchased duplicate labels. How can this happen?
Purchasing duplicate labels is unlikely, but it can happen in a few situations:
- You're creating labels in batches and click Buy twice.
- An order gets selected for batch creation at two different times, in two different batches.
- When you create large batches, it can take a moment for all orders on the Orders page to update as Fulfilled. Refresh the Orders page before starting your next batch to give everything time to update.
- You refresh the page or click your browser's back button during label creation, before the purchase process finishes.
- During batch creation, only some labels get created successfully, so you start the batch over, still including the orders you'd already created labels for the first time.
- Your internet cuts out or slows down during or right after you click Buy, so you end up creating the label a second time.
If you end up with a duplicate, request a refund.
Can I ship alcohol using Shippo?
Yes. Shippo supports shipping alcohol with UPS, FedEx, and Couriers.
API users can add the "alcohol" shipment extra to their label purchases to ship alcohol. See our full reference for details.
Can I ship vape-related items using Shippo?
As of 2021, UPS, USPS, and FedEx have all stopped shipping vaping products. Shippo doesn't currently support shipping vape-related items through any other carrier either.
Can I change the recipient address after the label has been purchased?
No, you can't change the sending or receiving address on a purchased label. Instead, create a new label with the correct address, then request a refund on the incorrect one.