Help centre

Choose Create account and enter your name, email and a password. We email you a link to confirm the address, and the account is ready as soon as you open it. Opening an account is free.

Yes. The rate calculator works with two postal codes, a weight and a box size. You need an account to buy the label.

Your ship-from address, the recipient's full street address, and the packed box's weight and size. Save your ship-from address and the boxes you use, and the next label takes a few seconds.

Canada Post, UniUni, Purolator, UPS and FedEx, for parcels shipped within Canada. One account covers all five, and a quote shows every service that fits your parcel and route.

Open a ticket from Support in your account, or send a message from the contact page. Either way you get a ticket number, and we email you when we reply. You can add photos and link a shipment.

Each carrier prices by distance, billable weight and size, and faster services cost more. A quote lists every service that fits, cheapest first, with its delivery date.

It is the weight a carrier charges for a light but bulky box: length × width × height in inches, divided by 139 or 166 depending on the carrier. You pay for whichever is higher, the actual weight or the dimensional weight.

Yes. Fuel surcharges are already in every price you see. Sales tax is added at checkout.

Purolator, UPS and FedEx charge more to deliver to a home than to a business. UniUni charges the same for both.

A quote holds for 12 hours. After that, get fresh rates before you buy.

No. Every label comes as a 4 × 6 PDF for thermal printers and as a letter-size PDF you can print on any printer, cut out and tape on.

Tape it flat on the largest side of the box with clear tape, away from edges and seams so the barcode stays flat and readable.

Drop it off at a location for the carrier on the label, or hand it to that carrier's driver if they already collect from you.

Yes. Void any label the carrier hasn't scanned within 28 days of buying it, and the full amount, tax included, goes back to the card you paid with.

Yes, with Canada Post, which delivers to PO boxes and general delivery. UniUni, Purolator, UPS and FedEx deliver to street addresses only.

In Shipments, in your account. Each shipment shows every scan as the carrier reports it, and its status updates as the parcel moves.

Yes. Send them the tracking number or a link to the tracking page. It shows the carrier, the status and each scan with a city name, and nothing about you or them.

The driver couldn't complete the delivery, often because a signature was needed or nobody was home. The carrier usually tries again the next business day.

Parcels can go a day or two between scans, especially across the country. If there has been no scan for three business days, contact us with the tracking number and we will follow it up with the carrier.

A carrier re-measures a parcel at its depot and bills more when the weight, size or address differs from the label. We post it with both sets of figures and email you before charging anything.

Before the charge, you have 3 days (72 hours), and the charge waits while we check. After the charge, you can still dispute for 30 days.

New labels pause until it is paid. Labels you already bought keep working. Pay it with any card, or dispute it, from Adjustments in your account.

Open the shipment in your account and file a claim. Claims can be filed up to 60 days after delivery, or after buying the label if the parcel never arrived. Damage claims need at least one photo.

Each label covers a declared value of up to $100 at no extra cost. For a higher value, add coverage up to $5,000 when you buy the label.

We email you when the claim is received and each time its status changes. You can follow it in Claims, in your account.

By card at checkout. The card is saved to your account for the next label and for any carrier adjustments, and you can change it in Billing.

GST, HST or QST is added at checkout, based on the province the parcel ships from, and shown on every receipt.

In Billing, in your account. Each payment has a receipt with the tax broken out.

Opening an account is free. You pay for each label you buy, plus any carrier adjustments.

Open Shopify orders in your account, enter your store's myshopify.com address, and approve ProtonShip in Shopify. Your open orders appear right away.

Yes. The tracking number goes back to Shopify when the label is bought, and Shopify sends its shipping confirmation email.

Yes. Bulk upload takes a CSV with up to 500 parcels. Download the template, fill in one row per parcel, check the rates, and pay once for all of them.