Policies & Protections: How We Handle Accounts, Errors, and Customer Disputes

At ShipByMail, your trust is our priority. That’s why we’ve established clear policies and protections to ensure every interaction with your parcel forwarding account is transparent, secure, and fair. Whether you’re shipping from Canada to the U.S. or managing an order from multiple vendors, our system is built with robust safety protocols to handle account management, order discrepancies, and customer disputes effectively.

In this guide, we’ll walk you through how we handle:

• Customer accounts
• Operational errors
• Billing and shipping disputes

Plus, we’ll show you where to find help if something doesn’t go as planned.

Account Security & Management

Your ShipByMail account is the core of your shipping experience. To keep it secure and functional:

• Each customer is assigned a Suite ID for identifying incoming packages.
• Only verified users can make changes to sensitive account settings.
• We do not share account data with third parties, and our system uses encryption to protect your information.

What you can do:

• Always keep your login credentials private.
• Update your email and shipping details promptly.
• Use the Customer Dashboard to monitor parcel status and billing.

How We Handle Operational Errors

Mistakes can happen — but when they do, we fix them fast.

Common scenarios:

• A package was repacked incorrectly
• An item appears missing or mislabeled
• You believe you were charged in error

Our internal process includes:

• Immediate ticket creation and investigation
• Review of warehouse photos, weight logs, and camera footage
• Resolution within 1–2 business days

If the error is on our end, we’ll correct it at no cost to you. We may also offer store credit or shipping discounts for the inconvenience.

Customer Disputes & Billing Concerns

We aim to resolve disputes fairly and quickly. Here’s how we handle them:

• Billing disputes: If you believe a charge is incorrect, submit a ticket via your dashboard. We’ll audit the charge and provide a transparent explanation, including weight logs and invoice breakdowns.
• Shipping delays: If your package is late due to courier error, we’ll assist in filing a claim with the carrier and keep you updated.
• Customs declaration disputes: Customers are able to edit customs values and item descriptions during checkout. If you forget, contact us before shipment.

➡️ For full transparency, we include weight logs, tracking updates, and full parcel history in every account.

Buyer Protections We Offer

To protect your shipments and your peace of mind, we offer:

• Optional insurance: Add coverage for lost or damaged goods.
• Parcel photos: Included by default, so you can verify contents before shipping.
• Repack services: Save on shipping costs and remove excess packaging.

You’re also backed by our zero-hidden-fees policy — what you see in your quote is what you pay. No surprises.

Explore our transparent pricing breakdown to learn more.

FAQ Section

Q: What if I receive the wrong item in my parcel?
A: Submit a ticket with photos through your dashboard. We’ll investigate and resolve it within 1–2 business days.

Q: Can I get a refund if a shipping error occurs?
A: If it’s a ShipByMail error, yes — we’ll refund or credit your account. For courier delays, we assist with claim filing.

Q: What if I forgot to change the customs declaration?
A: Contact us before shipping. Once shipped, we can’t retroactively adjust declarations submitted to customs.

Q: Is my information safe with ShipByMail?
A: Yes. Your data is protected by encryption and never shared with third parties. Only verified users can access your account.

Q: How do I dispute a charge?
A: Go to your dashboard and create a ticket. We’ll respond with full documentation and work to resolve the issue quickly.

Conclusion & CTA

At ShipByMail, we believe in transparency, accountability, and customer-first service. Whether you’re forwarding a single item or managing a high-volume account, we’re here to ensure your experience is safe, fair, and hassle-free.

💬 Have a question or concern?
Log in to your account and submit a support ticket — our team is here to help.

👉 Ready to get started?
Sign up today and experience stress-free parcel forwarding from Canada to anywhere in the world.