Frequently Asked Questions
Find answers, how-tos, and help articles
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Tracking
Where is my tracking number?
Your tracking number is on your shipping receipt and in your confirmation email — an up-to-30-digit code starting with "SP".
Why isn't my tracking updating?
Scans can take up to 24 hours to appear after a facility checkpoint. If no update appears after 48 hours, contact support.
What does "Out for Delivery" mean?
Your package is on the delivery vehicle and should arrive by end of day.
Sending Mail & Packages
How do I ship a package online?
Use Click-N-Ship to pay for postage, print a label, and schedule a free pickup.
What items are prohibited?
Hazardous materials, lithium batteries (some services), perishables, and items restricted by law.
How long does Ground Advantage take?
Expected delivery is 2–5 business days for mailable items up to 70 lbs.
Receiving & Managing Mail
What is Informed Delivery?
A free service that emails you daily previews of letter-sized mail and package tracking updates.
How do I hold my mail?
Submit a Hold Mail request online — we'll keep it safe for up to 30 days.
Can I change the delivery address?
Contact support before the package reaches "Out for Delivery" status. Address changes after dispatch may incur a fee.
PO Boxes
How do I rent a PO Box?
Apply online and pick up your keys at the facility you selected.
Can I renew online?
Yes — sign in and renew before your term expires to keep your box.
Claims & Refunds
How do I file a claim?
Gather your tracking number, proof of value, and photos of any damage, then contact support within 60 days of shipment.
How do I request a refund?
Refunds are available for guaranteed-service failures (e.g., Express delivered late). Submit within 30 days of the delivery date.
International Shipping
How do I ship internationally?
Choose a service, complete the customs form online, and pay — all before you drop off.
How long does international delivery take?
3–5 business days for Express International; 6–10 for Priority International.
Missing Mail
My package is missing — what now?
First check tracking. If it shows delivered but isn't there, check with neighbors, then submit a missing-mail search request.
How long should I wait before reporting?
If tracking hasn't updated in 7 days past the expected delivery date, file a search request.
Business Shipping
Do you offer business rates?
Yes — commercial pricing is available for volume shippers through a business account.
What is Every Door Direct Mail?
Target entire neighborhoods for marketing mail without buying an address list.