Shopify Shipping with UPS in the United States

If you're shipping from a location in the United States, then you can buy Shopify Shipping labels from UPS. You can ship your packages domestically and internationally.

The shipping rates that you are charged are based on Shopify's account with UPS.

If you want to use your own negotiated rates with UPS and not use Shopify Shipping, then refer to Activate shipping with UPS instead.

Considerations for shipping packages with UPS

Review the following considerations when using Shopify Shipping with UPS:

• UPS doesn't support PO box addresses as the shipping origin.
• UPS doesn't support PO box addresses as the shipping destination, except for UPS Ground Saver.
• UPS labels aren't available for shipping origin addresses in Puerto Rico. If you're based in Puerto Rico and want to use UPS, then you can add UPS as a third-party shipping carrier.
• UPS only ships from the continental United States. This excludes the United States territories such as Hawaii, Puerto Rico, and Alaska.
• UPS pickups are only available in the continental United States.

UPS registered return address requirements

UPS uses its own method for validating shipping addresses. Make sure that any address that you use meets UPS's requirements.

• The address is not a PO box - UPS cannot process shipments from a PO box through Shopify Shipping.
• The phone number is in the correct format - Include the area code as part of the phone number. For example, 123-456-7890.
• The address is in a supported location - UPS is limited to shipping from the continental United States. You can't use UPS to ship from Puerto Rico with Shopify Shipping. If your business is based in Puerto Rico and you want to use UPS, then add UPS as a third-party shipping carrier.

If an address meets all the requirements, but still isn't accepted, then contact Shopify support.

Return addresses

The first time that you purchase a UPS label through Shopify Shipping, you are prompted to enter a return address. If a UPS shipment needs to be returned or was rejected by the receiver, then UPS delivers the shipment to the return address that you entered during setup, not the return address on the label.

If you need to change your return address, then contact address-change@shopify.com with your new return address.

Domestic shipping with UPS

You can ship domestically using UPS Next Day Air®, UPS Next Day Air Saver®, UPS 2nd Day Air®, UPS 3 Day Select®, UPS Ground®, and UPS® Ground Saver.

Note

UPS deliveries are made from Monday to Friday for all services other than UPS Ground Saver. UPS Ground Saver deliveries are made Monday to Sunday.

Description of UPS domestic shipping service types

Shipping Service	Delivery Timeline	Description
UPS Ground®	1-5 business days	An economical way to ship small packages within the U.S.
UPS® Ground Saver	2-7 days	An economical way to ship small, non-time sensitive packages within the U.S.
UPS 3 Day Select®	3 business days	Ship orders within the U.S.
UPS 2nd Day Air®	2 business days	Ship orders quickly within the U.S. that don't require overnight service.
UPS Next Day Air Saver®*	Next business day (Afternoon)	Ship orders within the U.S. that need to arrive in the afternoon of the next business day.
UPS Next Day Air®*	Next business day	A way to ship orders that need to arrive the next business day.
UPS Next Day Air Early®*	Next business day (Morning)	Ship orders that need to arrive in the morning of the next business day.

* Guaranteed delivery

Note

If your package can be sent faster and cheaper with the UPS Ground service than with UPS 2nd Day Air or UPS 3 Day Select services, then only UPS Ground rates are displayed at checkout. For example, if there’s a shipment from Manhattan, New York to Brooklyn, New York that can be fulfilled cheaper with the UPS Ground service in 3 days, then the UPS 3 Day Select service isn't displayed at checkout.

To learn more about UPS domestic shipping rates, refer to the UPS domestic shipping website.

International shipping with UPS

You can ship internationally using UPS Worldwide Express®, UPS Worldwide Saver, UPS World Expedited®, and UPS Standard to Canada.

Note

UPS deliveries are made from Monday to Friday.

The different international shipping methods that UPS offers.

Shipping Service	Delivery Timeline	Description
UPS Standard	Day definite by date scheduled	Ship less-urgent orders to Canada.
UPS Worldwide Expedited	2-5 business days	Ship less-urgent small packages to 220 countries.
UPS Worldwide Saver*	1-3 business days (End of Day)	Ship international orders quickly.
UPS Worldwide Express*	1-3 business days (Morning)	Ship international orders quickly to 120 countries.

* Guaranteed delivery

Duties, taxes, and brokerage fees might be applicable to your customers when shipping internationally. To learn more about UPS international shipping, refer to the UPS international shipping website

Package requirements for UPS domestic and international shipments

The maximum values that UPS allows for domestic and international shipments, excluding UPS Ground Saver, are the following:

• maximum weight is 150 lb (68 kg)
• maximum length and girth combined is 165 inches (419 cm)
• maximum length is 108 inches (274 cm)

The maximum values that UPS allows for domestic shipment with UPS Ground Saver are the following:

• maximum weight is 70 lb (31 kg)
• maximum length and girth combined is 130 inches (330 cm)
• Maximum length is 60 inches (152 cm)

For more information about package requirements, refer to the UPS website.

Getting your products to UPS

You can drop off your products at a UPS drop-off location or schedule a pickup.

Schedule a UPS pickup

You can schedule a pickup at your preferred date, time, and address. Pickup times are based on the time zone of the pickup address. You can schedule a pickup from 1 to 7 days in advance. Any pickup times are estimates and depend on traffic, weather, and pickup address. If you want to schedule multiple pickups, then you need to buy at least one UPS label.

UPS On-Call Pickup® costs 4.00 USD and it's an exclusive discounted rate for merchants using Shopify Shipping. No additional fees or surcharges are applied.

Steps:

1. From your Shopify admin, go to Orders.

2. To schedule a pickup, do either of the following:

   • To schedule a pickup immediately after you purchase a shipping label, in the Package pickup section, click Schedule pickup.
   • To schedule a pickup for an order that was fulfilled with UPS, open the order, click the ... icon, and then click Schedule pickup.

3. In the Pickup address section, select the pickup address or enter a custom address. Custom addresses aren't saved for future pickups.

4. In the Pickup details section, provide the following details:

   • contact name and phone number
   • pickup date and estimated pickup time
   • package location, such as a reception or a front door
   • any special instructions for the courier, such as an apartment number or a buzz code.

5. Optional: If your packages weigh more than 70 lb (32 kg), then select Notify the carrier that some packages weigh over 70 lbs so they come prepared.

6. Review the pickup summary, and then click Schedule pickup.

You can view your scheduled pickups from the Orders page in your Shopify admin.

If a driver doesn't show up for your scheduled pickup, then call UPS at 1-800-PICK-UPS (1-800-742-5877) with your pickup confirmation number. You can find your pickup confirmation number in the order's Timeline.

Cancel a UPS pickup

You can cancel a scheduled pickup. If you try to cancel a pickup that is close to the scheduled time, then it might be too late and the driver still arrives at the scheduled time.

If you successfully cancel a UPS pickup, then your account is credited the cost of the pickup, which you can use to buy shipping labels or schedule other pickups.

Steps:

1. From your Shopify admin, go to Orders.

2. Click View pickups.

3. Click Cancel pickup.

4. Click Cancel pickup again to confirm.

Require a signature when the UPS shipment is delivered

To require a signature when the shipment is delivered, then do either of the following when you buy a shipping label:

• If anyone can sign, then select Signature required.
• If the signer must be over the age of 21, then select Adult signature required.

The price of this service depends on the cost of the fuel surcharge added by UPS.

Order free UPS shipping supplies

You can order free shipping supplies (for example, envelopes, labels, and pouches) directly from UPS. You need to sign up for a free UPS account to receive your supplies.

Submitting shipping claims for UPS shipments

If you're using UPS with Shopify Shipping in the United States and your UPS shipment is lost or damaged, then you can submit a shipping claim with Shopify Shipping Support.

Included insurance coverage for UPS shipments

Insurance is included when you purchase a shipping label from UPS. Shipping services that include insurance coverage cover a maximum of 100 USD.

You can add more shipping insurance when you buy a shipping label.

Submit a shipping claim for lost or damaged UPS shipments

Note

If a shipment sent using UPS Ground Saver service is lost or damaged in the possession of USPS or marked as delivered on the carrier tracking website, then it isn't eligible to be filed for a claim.

If a shipment is lost or damaged, then email Shopify Shipping Support at shipping-claims@shopify.com to track your package and file a claim.

You should submit your claim as soon as you discover that a package was lost or damaged. UPS must receive notice of a claim within 60 days after delivery of the package or, in case of a lost package, within 60 days after the scheduled delivery date. Shopify Shipping Support also needs time to process and direct your claim to UPS before the liability period expires.

Include the following information in your email:

• your .myshopify.com address
• the order number
• a description of the issue
• the receiver's phone number

For damaged packages, you also need to include the following information:

• a description of the damage
• who is currently in possession of the package and contents
• if the shipment is available for inspection by UPS
• what type of exterior and interior packaging and material was used for the shipment
• how was the package sealed

If your customer is in possession of the shipment, then ask them to keep the original box and packaging, and any damaged contents that are received for inspection. UPS might request a damage inspection of the contents and the original packaging as part of the damage claim process.

Submitting a shipping claim for late UPS shipments

Note

UPS deliveries are made from Monday to Friday.

If a shipment is late, and you want to track the package and file a claim, then send an email to the following address:

• shipping-claims@shopify.com

You need to make your refund request within 15 calendar days of the scheduled delivery date, the date listed in the ups.com tracking details, or your proof of delivery, whichever is later.

Include the following information in your email:

• your .myshopify.com address
• the order number
• the date the package was received by UPS and the latest date by which the package should have been delivered
• the receiver's phone number

Getting support for UPS shipments

To get help with your UPS shipment, such as rerouting a package, you can contact Shopify Support.

Requesting support for physical invoices from UPS

If you received a physical UPS invoice, then contact Shopify Support and provide a copy of the invoice you received from UPS.

UPS labels bought through Shopify Shipping should be billed through your Shopify invoice. Invoices from UPS need to be brought to Shopify, so UPS can investigate why charges are occurring outside of Shopify.

Requesting support for UPS shipments

If you are using UPS with Shopify Shipping and you need help, then refer to the following table to learn who to contact.

Who to contact when you need help with UPS and Shopify Shipping based on your needs

Situation	Contact
Get help before you buy a label.	Shopify Support
Get assistance after buying a label, such as rerouting a package.	Shopify Support
Submit a claim.	Send an email to Shopify Shipping Support
Dispute a shipping adjustment.	Shopify Support

If you purchased a label using your own UPS account and not using Shopify Shipping, then you need to contact UPS directly:

• Domestic orders: 1-800-742-5877
• International orders: 1-800-782-7892
• TDD/TTY: 1-800-833-0056