Terms of service

These terms are an agreement between you and ProtonShip (“we”) of Toronto, Ontario, which runs the ProtonShip website and app. They apply when you create an account or buy a label.

If you use ProtonShip for a business, you accept these terms for that business and confirm you are allowed to do so.

Give us accurate details and keep them up to date. Keep your password private; you are responsible for what happens in your account. Tell us right away if you think someone else has used it.

You must be at least 18 years old, or the age of majority where you live, to open an account.

Prices are in Canadian dollars and include the carrier’s fuel surcharge at the time of the quote. A quote holds for 12 hours; after that, get fresh rates before buying.

We add GST, HST or QST at checkout based on the province the parcel ships from. Every receipt shows the tax.

A price depends on the details you enter: addresses, whether the destination is a home, and the parcel’s weight and size. Prices can change between quotes.

Enter each parcel’s real weight, size and addresses, and say whether it is going to a home. Use one label per parcel, for the route it was bought for. Don’t copy, alter or reuse a label.

You are responsible for packing parcels so they survive normal handling, and for attaching labels where the carrier can scan them.

Each parcel is carried by the carrier named on its label, under that carrier’s terms and conditions of service, including its limits of liability, its prohibited items and its delivery rules. Where these terms and a carrier’s terms differ about carrying the parcel, the carrier’s terms apply.

Delivery dates are estimates based on each carrier’s transit times. Weather, volume and other events outside our control can delay a parcel.

A carrier may re-weigh, re-measure or re-classify a parcel, or correct its address, and bill an extra charge. When that happens, we post the adjustment to your account with the carrier’s figures and email you.

We charge the adjustment, plus tax, to your saved card 3 days after we post it. You may dispute it before then, and we hold the charge while we review the carrier’s evidence. You may also dispute an adjustment within 30 days after it is charged.

If we agree with your dispute, we cancel the adjustment or refund it in full. How adjustments work

You pay by card when you buy a label. By buying a label, you authorize us to save that card and to charge it later for adjustments on your shipments, as described above.

If a charge is declined, we may pause new label purchases until the amount owing is paid. Labels you have already bought are not affected.

You can void a label the carrier hasn’t scanned within 28 days of buying it. We refund the full amount, tax included, to the card it was paid with.

Once a carrier has scanned a parcel, its label can’t be voided.

File a claim from your account within 60 days of delivery, or of buying the label if the parcel never arrived. Claims for damage need photos. Keep the packaging and contents of a damaged parcel until the claim is decided.

We submit eligible claims to the carrier. Compensation is limited to the carrier’s liability and any extra coverage you bought, up to the declared value, and is paid once the carrier settles the claim.

Don’t ship anything a carrier prohibits, or anything it restricts unless you meet its requirements. That includes dangerous goods such as loose lithium batteries, flammable liquids and gases, explosives, firearms and ammunition, cannabis, and anything that is illegal to ship.

You are responsible for packing, marking and declaring your parcels correctly, and for any costs or penalties that result when they aren’t.

If you connect a store such as Shopify, you authorize us to read the orders needed to create labels and to add fulfillments with tracking details to those orders. You can disconnect a store at any time.

ProtonShip sells labels; carriers move the parcels. Our total liability for any claim about a shipment is limited to the amount you paid us for that shipment’s label, except where the law doesn’t allow this limit.

We are not liable for indirect or consequential losses, such as lost profits or the cost of a late delivery.

You can close your account at any time by contacting us. We may suspend or close an account that is used for fraud, ships prohibited items, or leaves charges unpaid. Amounts already owed remain payable.

We may update these terms. We will post the new version here with its date, and email account holders before a material change takes effect.

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. The courts of Ontario have jurisdiction, except where consumer protection law lets you bring a claim where you live.

Questions about these terms: use the contact form. ProtonShip is based in Toronto, Ontario.