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Contacting Support
Need help? Whether you’re troubleshooting a technical issue, have questions about your account, or need assistance with a shipment, our Support Team is here to assist you.
📝 How to Reach Us
Prefer not to chat? No problem. You can submit a support request anytime via our ticketing form:
Once we receive your request, our team will respond via email with a resolution or next steps.
✅ Helpful Tip: The more detail you include when submitting your ticket, the faster we can route it to the right person and resolve your issue.
⏳ When to Expect a Response
We aim to respond as quickly as possible based on the urgency of your issue:
Critical Issues
Issues that halt your operations or disrupt core business functions
⏱ Response within 5 business hours
High Priority
Problems that may lead to immediate operational impacts
⏱ Response within 1 business day
Standard Requests
General questions or tasks like billing, claims, or removals
⏱ Response within 2 business days
🕒 Business Hours: Monday–Friday, 8:00 AM – 4:00 PM EST
Our in-house team is available during these hours to ensure prompt support.
📚 Article Suggestions from the Help Center
Sometimes, our Help Center will recommend articles based on your ticket content. Here’s how to use them:
- If the article resolves your issue, click "😃 Helpful"
- If it doesn’t, click "☹️ Not Helpful" or reply to the ticket to reach a support rep directly
🔐 Keeping Your Information Safe
To protect your privacy, please avoid sharing personally identifiable information (PII) when contacting our team. We are committed to maintaining the security and confidentiality of your data.
❓ Frequently Asked Questions
Q: What information should I include to speed up support?
A: Be as specific as possible. Include:
- Shipment or tracking numbers
- A clear explanation of the issue
- Any documents or screenshots that may help.
Q: Can my customer submit a support ticket directly?
A: No. If a customer is affected (e.g., by a carrier delay), you should submit the ticket on their behalf. ShipX works directly with merchants or their authorized reps only. We’ll guide you through resolving the issue.
📘 Want to track your submitted tickets?
Check out: [How do I file and keep track of requests/tickets] (link coming soon)