Frequently Asked Questions

SmartShyp FAQ

Quick answers for common questions. For detailed guides and step-by-step tutorials see our Resources Page.

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Why use SmartShyp?

In addition to providing the lowest rates available, with SmartShyp you can integrate all your sales channels into one user friendly dashboard. Manage orders, print postage, and track all your shipments with the power of Smart automation. SmartShyp makes it easy to stay organized and never miss a shipment.

Do you offer any special deals or discounts?

Absolutely! Just for signing up, we give you some of the most competitive shipping rates available. If you are a high volume shipper please contact us to see how you can potentially save even more money on your rates.

How quickly can I start shipping through SmartShyp?

The entire process from signup to label creation can literally be done in minutes, Try it now for free.

How are we able to provide you with discounted rates?

Through the grouped purchasing power of our customers, SmartShyp has been able to negotiate deeply discounted rates which we can then pass along to our customers.

How much does it cost to use SmartShyp?

SmartShyp is free to use for up to 50 shipments per month. If you need to ship higher volume we have paid subscription levels that allow for up to 500, 1500, 3000, or 6000 labels per month. See our pricing page to learn more.

What if I ship more than 6000 labels per month?

We do have an Enterprise Level subscription available upon request. Contact SmartShyp support and we’ll help you get upgraded.

Do I have to sign a long-term contract?

Absolutely not! Once you sign up you will manage your own subscription through the app. We won’t automatically take your subscription fee either. You can upgrade or downgrade any time to suit your own needs – all we do is send reminders when it comes time to renew.

What Carriers and Services can be used with SmartShyp?

SmartShyp offers USPS, UPS, DHL, and FedEx services.

USPSUPSDHLFedEx
First Class MailGroundExpress WorldwideU.S Packages*
Priority Mail3 Day SelectInternational Packages*
Priority Express Mail 2nd Day AirU.S. Freight*
Media MailNext Day AirInternational Freight*
International services

*You must connect your FedEx Carrier Account to access FedEx Services.

How do I Select a Carrier and Service?

When selecting a Carrier and Service you will want to take into account how much you charge for shipping, how much each service will cost you, and how quickly you want packages to reach your customers.  See our tutorial on Reviewing and Printing Postage to learn how to compare rates.

How do I add a payment method to my SmartShyp Account?

Mouse over the Account Menu in the top-right corner of SmartShyp and click on “Payment Methods” in the dropdown. Here you will be able to add a Bank Account or Credit Card. See our tutorial for full instructions.

How do I add funds to my SmartShyp Balance?

To add funds to your account go to My Account > Add Funds > and select the amount you would like to add to your SmartShyp Account Balance. You can add as little as $20 or as much as $2000 per transaction. If you need to add more than $2000 please contact us directly so we can assist you with your request.

How can I get a refund on funds added to my SmartShyp Balance?

Our merchant account only allows us to issue refunds within 90 days. If you add funds to your meter in error or choose not to use SmartShyp to purchase postage you will need to contact us as soon as possible to ensure that we will be able to refund the transaction.

Why don’t I set up an account directly with the carriers?

You could, but because of our grouped purchasing power we have negotiated heavily discounted rates and we pass the savings on to our customers. As a single shipper, it would be difficult for you to achieve these rates yourself.

How am I charged for Insurance that I purchase through SmartShyp?

When adding insurance to a package, SmartShyp will list an “Additional Fee” for the coverage and take that fee out of your shipping balance when you create the label. Insurance is provided by Shipsurance.

How do I file a claim for insured packages?

To file an insurance claim, start by finding and selecting the order in SmartShyp. With the order selected you will see a blue button labelled “File Claim”.  After clicking the File Claim button you will need to provide a few details about the shipment and click File Claim again to submit your claim.

Can I use my own carrier account in SmartShyp?

Users on a paid subscription have the option to integrate an existing UPS account. FedEx and DHL account integrations are coming soon.

How do I get Billed for UPS Postage with an Integrated Account?

If you are using an integrated UPS account to pay for postage SmartShyp will allow you to create labels without adding funds to your SmartShyp Balance. Postage will be billed directly to your UPS account.

If I connect my own UPS account to SmartShyp will it display my UPS rates?

If you have negotiated rates as part of your UPS account agreement, SmartShyp will display your discounted rates. If you do not have negotiated rates with UPS you will see our discounted rates.

What can I do if my current shipping rates are lower than what you provide?

Please contact us if your current rates are cheaper than what we are displaying to you. Because of our group purchasing power and partnerships with USPS, UPS, FedEx, and DHL we are at times able to provide you with additional discounts on your rates through authorized approval of our partners.

How do I pay for USPS Postage?

You will be responsible for adding funds to your shipping balance in SmartShyp. Each time you create labels, USPS postage and any additional fees will be deducted from that balance.

How do I schedule a USPS Pickup?

We have provided the link to schedule a pickup with USPS on the Labels Complete dialogue that pops up after you create labels. You can also go directly to the post office website usps.com/pickup

How can I Find USPS Labels that may be eligible for a refund?

You can request a refund on any labels for First Class Package and Priority Services within 30 days. First Class Flat Mail cannot be refunded as it does not provide tracking. Labels that will be eligible for refunds will be listed only on the Ready to Print or Ready to Ship screens. Click here to see how to do it in SmartShyp.

How do I void a label?

Orders that have been created within the last 30 days and have not been scanned by your carrier can be voided on the Ready to Print or Ready to Ship page. Select the order you want to void and click “Void Label” in the top-left corner of the order details panel. Click here to see how to do it in SmartShyp.

Why am I asked to enter my phone number for Priority Express Mail shipping labels?

USPS policy requires that the sender’s phone number be provided for Priority Express Mail labels. Your phone number does not appear on the label, it is associated with the bar code for post office use only.

How do I ship to a military APO/DPO/FPO?

Shipping to a Military Post Office is treated the same as an international shipment. If you are entering the address manually you will find options listed as Armed Forces (by region) under “State/Province”.

How do I Print a USPS Customs Form?

When shipping Internationally with USPS a customs form will appear on the label. 

How do I Print a DHL Customs Form?

When shipping with DHL Express Worldwide a customs form and Waybill Doc will be generated along with the label.

Can the shipping cost be hidden on international labels?

No, this option is not available. The shipping cost must be displayed on international shipping labels because it is required by customs. Items that do not display the shipping cost may be returned by customs.

How do I view and Sort Orders on the Orders Page?

When  you get started you will want to check your store filters to make sure your orders are displayed. See Personalize Filter and View for more information. SmartShyp allows you to personalize your workflow with the ability to sort orders, set filters, and group by a variety of options. See Sort and Organize Columns.

How do I update my store after an order has shipped?

SmartShyp will automatically update your store orders and shipment information. You can do this manually by going to Manage Stores and clicking the Refresh Icon for any integration.

What are your support hours?

We offer phone and chat support Monday – Friday, 9am – 5pm Mountain Standard Time (MST). On the weekend, we offer limited email support. If the phone lines are busy when you call, please leave a voicemail. We typically will follow up with you within the same day.

How can I contact you?

We are happy to support you via Phone, Email, or Chat Support. If you have any questions at all don’t hesitate to reach out to us!

  • Phone – 877-217-7497
  • Email – support@smartshyp.com
  • Chat – smartshyp.com (Click the Orange Bubble in the bottom-right corner to start chatting with us.)
Why can't I see my Orders?

If you know you have orders but they are not showing up, check to make sure your search bar is cleared and filters are set correctly.

Have Questions?

We’re happy to help. A SmartShyp expert is just a phone call away.

877 217 7497

Send us an email.

Reach out to us anytime and we’ll happily answer your questions.