How carrier adjustments work
Carriers re-measure parcels at their depots. When their figures change the price, you see their numbers and have three days before anything is charged.
From re-measure to charge
- At the depot
The carrier measures the parcel
Carriers weigh and measure parcels at their sorting facilities. When the numbers match the label, nothing happens.
- When it's posted
We post the adjustment and email you
If their figures change the price, the adjustment appears on the shipment and you get an email with both sets of numbers, the amount and the charge date.
- The next 72 hours
You have three days to look
Nothing is charged during this time. Dispute it and the charge waits until we have checked the carrier's evidence.
- After 72 hours
It's charged to your saved card
We charge the default card on your account and email you the receipt.
- Up to 30 days later
You can still dispute it
If something looks wrong after the charge, dispute it within 30 days. If we agree, the full amount goes back to your card.
What the notice shows
- Both sets of figures. The weight and size you entered next to what the carrier measured.
- The reason. Heavier, larger, a corrected address, or a home delivery.
- The amount and the tax. Tax follows the same rule as the label: the province the parcel shipped from.
- The charge date and card. So nothing arrives on a statement unannounced.
Why carriers adjust
- Heavier than entered
- The packed box weighed more than the weight on the label.
- Larger than entered
- The box measured bigger than entered, so its dimensional weight went up.
- Address corrected by the carrier
- The driver had to correct an incomplete or wrong address to deliver it.
- Delivered to a residence
- A parcel labelled for a business went to a home, which costs more with most carriers.
- Other carrier charge
- Any other charge the carrier bills for the parcel, shown with the carrier's reason.
If a charge is declined
New labels pause until the amount is paid. Labels you have already bought keep working, and their parcels keep moving.
Pay it with any card from Adjustments in your account, or dispute it there. Labels unpause as soon as nothing is outstanding.
How to avoid adjustments
Weigh the packed box
Weigh it with everything inside, filler included, and round up to the next tenth of a pound.
Measure the closed box
Measure the outside once it's taped, at the widest points. A bulging side counts, so round each side up to the next whole inch.
Save the boxes you use
Saved box sizes fill in the dimensions for you, so the same box is entered the same way every time.
Get the address right
Include the unit or suite number, use the right postal code, and mark homes as homes.