FAQ
Do I need a Shopify app or plugin?
Section titled “Do I need a Shopify app or plugin?”No. We connect straight to your store with an API key you create in your own admin: a custom app token in Shopify, or a REST key in WooCommerce. Nothing installs on your storefront. See Connect your store.
How fast do orders ship?
Section titled “How fast do orders ship?”Same business day for orders in the queue by 3:30 pm ET, otherwise next business day. USPS Ground Advantage by default, 2 to 3 days to most of the US.
Why is my order on hold?
Section titled “Why is my order on hold?”Most holds are an address the carrier rejected, a label proof you haven’t approved yet, or a balance that’s run low. Each one tells you what to do. See Holds.
Can I use my own labels or packaging?
Section titled “Can I use my own labels or packaging?”Yes to both. Send print-ready label files and we place the lot and expiry areas. Ship us your packaging and we use it with no markup.
What’s the minimum?
Section titled “What’s the minimum?”Instant approval starts at 50 orders a month; smaller brands are reviewed by hand. There is no minimum spend and no storage or receiving fee.
How do I pay?
Section titled “How do I pay?”The flat account fee goes on a card monthly. Fulfillment comes out of a prepaid balance you fund by bank transfer, only when an order ships. See Billing & funding.
Can I see the certificate of analysis?
Section titled “Can I see the certificate of analysis?”Every order shows the lot it drew from with a link to the COA, and the COA page lists every lot you’ve shipped.
How do I cancel my account?
Section titled “How do I cancel my account?”Email [email protected]. The plan runs to the end of the paid month, open orders finish or are refunded, and your unused balance is refunded within ten business days.
Where do I get help?
Section titled “Where do I get help?”[email protected] for anything, [email protected] for money. Replies within one business day, usually much faster.