Common questions about selecting carriers, generating shipping labels, tracking shipments, and resolving delivery issues with Jetpack fulfillment.
How do I choose which carrier ships my orders?
How do I choose which carrier ships my orders?
You set up ship option mapping in your Jetpack dashboard to connect your store’s shipping methods to ShipBob’s ship options. When you map to aggregated options like ShipBob Standard or ShipBob 2-Day Express, the system automatically selects the cheapest carrier at the time of label generation. Learn more about choosing default carriers.
What happens if my preferred carrier isn't available for an order?
What happens if my preferred carrier isn't available for an order?
If an order is mapped to a specific carrier and that option isn’t available at the time of fulfillment, the system will automatically override your selection and update the ship option to ShipBob Standard (Ground) to avoid delays or cancellations. This ensures your order ships on time even if your first-choice carrier is unavailable.
When can I expect to receive tracking information?
When can I expect to receive tracking information?
Once an order is labeled, tracking details are uploaded to the Jetpack dashboard immediately. However, the first carrier scan typically occurs on the following business day after pickup. For example, if an order is picked up on a Friday, the first scan may not occur until the following Monday. Learn more about tracking packages.
Why hasn't my tracking information updated?
Why hasn't my tracking information updated?
The initial carrier scan takes place when the shipment arrives at the carrier’s facility, typically on the following business day. If tracking information has not updated within the expected timeframe, you can file a lost in transit parcel claim by contacting Jetpack Care via Slack or email. Note that Jetpack can only file claims for orders shipped using Jetpack-generated labels.
How are final-mile deliveries handled for domestic and international shipments?
How are final-mile deliveries handled for domestic and international shipments?
For domestic shipments, Jetpack works with carriers who hand off delivery to USPS. Once the handoff occurs, a new USPS tracking link appears on the tracking page. For international shipments, carriers transfer packages to local carriers for the final delivery stage. Detailed tracking information might be limited, but you can usually find additional updates by visiting the original carrier’s website.
How long is carrier tracking valid?
How long is carrier tracking valid?
Once generated, carrier tracking is valid for 120 days and will expire after this period. This is a carrier limitation and cannot be retrieved by Jetpack once it has expired.
What does 'delivered' status mean if my customer didn't receive the package?
What does 'delivered' status mean if my customer didn't receive the package?
Jetpack will not file lost in transit claims or offer refunds for orders marked as Delivered or orders that have a final scan, unless there is carrier confirmation of a misdelivery. A misdelivery occurs when the order is delivered to the wrong location—examples include the order being in another country as stated in carrier tracking, proof of delivery showing the order in a trash bin, or carrier confirmation of delivery to an incorrect address.
What ship options and transit times are available?
What ship options and transit times are available?
Ship options and transit times vary by country of origin. For US domestic shipments, Economy/Standard takes 1-7 business days, 2-Day takes 2 business days, and Expedited takes 2-3 business days. For international shipments from the US, Standard takes 7-30 business days and Expedited takes 1-6 business days. Transit times for other countries vary. See carrier transit times for complete details.
Do carriers guarantee delivery dates?
Do carriers guarantee delivery dates?
Carriers do not guarantee delivery dates for standard shipments. Delays may occur due to address issues, customer unavailability, peak shipping times (e.g., Thanksgiving through Christmas), weather events, or international customs clearance processes.
How do I add insurance to my shipments?
How do I add insurance to my shipments?
Navigate to the Order Details page for the order you want to insure, scroll down to the ShipBob Shipping Details tile, click Edit, and input the dollar amount under Order Value for Insurance. Parcel insurance costs 1.875% of the insured value plus fulfillment cost. Maximum coverage is 300 USD or more automatically require signature on delivery. Learn more about adding insurance.
What happens if my order splits into multiple packages?
What happens if my order splits into multiple packages?
If a B2C order is split into multiple packages within the fulfillment center, the total insurance amount applies to all packages. For example, if you insure an order for 5,000 of coverage applies across all packages if a claim is necessary. Each package will also have its own tracking number and Shipment ID.
When can I file a claim for a lost or damaged shipment?
When can I file a claim for a lost or damaged shipment?
For damaged in transit claims, you may file as soon as your customer notifies you of damage, but within 30 days of delivery date. For lost in transit domestic claims, wait 15 days from the last tracking update and file within 45 days. For lost in transit international claims, wait 20 days from the last tracking update and file within 50 days. Visit submitting claims for complete details.
How do I submit a claim for a lost or damaged package?
How do I submit a claim for a lost or damaged package?
File your claim in Jetpack Pro, or reach out to your Jetpack Care Manager to submit one. You’ll need to provide documentation including the retail invoice, tracking information, and (for damage claims) photos of all damages and customer communication confirming the issue. Jetpack can only accept claims for orders shipped using Jetpack shipping labels.
What costs are covered when I file a claim?
What costs are covered when I file a claim?
Jetpack reimburses based on the retail value of the product(s) confirmed lost or damaged by the carrier, limited to the lesser of USD $100 or the maximum of the applicable carrier’s loss limitation per affected order. Original shipping costs and reshipment costs are not covered. If you wish to send a replacement, you can copy the order and modify it as needed.
Why is my order in Action Required status with an 'Invalid Address' reason?
Why is my order in Action Required status with an 'Invalid Address' reason?
The shipping address cannot be verified by Jetpack’s address validation tool. To resolve this, click the Order ID in your dashboard, edit the address under the Customer Information panel, and save. If the customer confirms the original address is correct, contact Jetpack Care for assistance. The order will automatically move to Processing once a valid address is detected. Learn more about orders with action required.
How do I add a signature requirement to an order?
How do I add a signature requirement to an order?
From the Orders page, click the Order ID to open the Order Details page, click the Actions button, and select Add Signature Required Instruction. Orders with insurance value of $300 USD or more automatically require a signature and this cannot be removed. Signature requirements incur additional carrier surcharges. See signature requirements for details.
Can I remove a signature requirement from an order?
Can I remove a signature requirement from an order?
You cannot remove a signature requirement if an order has an insurance value of 300, you must first move the order to On-Hold status, then contact Jetpack Care to have the signature requirement removed.
What is dimensional weight and how does it affect my shipping costs?
What is dimensional weight and how does it affect my shipping costs?
Dimensional weight (DIM weight) is a pricing method that considers both a shipment’s actual weight and the space it occupies. Jetpack calculates the order’s DIM weight and compares it to actual weight—the larger of the two is used to determine fulfillment cost. DIM divisors vary by region: US domestic uses 166, US international uses 139, Canada/EU/UK use 139, and Australia uses 110. Learn how to calculate dimensional weight.
What information do I need for international shipments?
What information do I need for international shipments?
International shipments require complete customs information including Harmonized System (HS) codes, country of origin, declared customs value, and specific product descriptions. Jetpack automatically generates commercial invoices for all international shipments. For EU shipments, you’ll also need an EORI number. Incomplete or inaccurate customs information can cause costly delays. See customs and commercial invoices.
Why was my international shipment delayed at customs?
Why was my international shipment delayed at customs?
Common causes include missing or incorrect HS codes, vague product descriptions (e.g., “merchandise” or “goods”), missing country of origin, or declared value that doesn’t match actual value. Review your Product Catalog and ensure all customs fields are complete, verify HS codes against official customs databases, and update product descriptions to be specific and detailed.
How do I know if my order was upgraded to a faster shipping option?
How do I know if my order was upgraded to a faster shipping option?
Look for the green shipment upgrade badge on the Shipment Timeline panel in the Order Details page. This badge appears when Jetpack has upgraded your shipping option at no extra charge. Common upgrade scenarios include upgrading Standard to Expedited to meet delivery commitments or using a faster carrier service when it’s more cost-effective.