Contacting OctoshipHow to reach the Octoship crew
Every way to get in touch, what each channel is best for, and how quickly you can expect to hear back.
On this page
Octoship is free, but our support is staffed by real people who actually ship packages. There's no phone tree, no paid tier and no chatbot pretending to be a person. This article covers every way to reach us and how to get the fastest possible answer.
Before you write in
Most questions are answered faster by searching this Help Center than by waiting for a reply. Type a few words into the search bar at the top of the Help Center — things like refund, thermal printer or adjustment — and you'll usually land on the exact article our team would have linked you to anyway.
Ways to contact us
| Channel | Best for | Typical first reply |
|---|---|---|
| Contact form | Account, billing, label and carrier questions | Within 1 business day |
| In-app message (the ? button) | Questions about a specific shipment you're looking at | Within 1 business day |
| Email ([email protected]) | Long threads, attachments, follow-ups | Within 1–2 business days |
| Status page | Outages and carrier incidents | Updated live during incidents |
The contact form is the fastest route for almost everything. It asks for your topic up front, which routes your message straight to the right person instead of the general queue.
Sending a message that gets solved on the first reply
The biggest delay in support isn't our queue — it's the back-and-forth when we need one more detail. Follow these steps and you'll usually skip that entirely.
- 1Write from your account email
We look up your account by the email you sign in with. If you write from a different address, tell us your account email in the first line.
- 2Pick the closest topic
Choose the topic that best matches your question in the contact form. Billing questions go to the billing crew; carrier issues go to people who talk to carriers all day.
- 3Include the tracking number
For anything about a specific package — refunds, adjustments, claims, delivery problems — paste the full tracking number. Order numbers from your store help too.
- 4Describe what you expected vs. what happened
“I clicked Print and got a blank page in Chrome on Windows” is solvable in one reply. “Printing is broken” takes three.
- 5Attach a screenshot if it's visual
Error messages, odd-looking labels and printer dialogs are much easier to diagnose when we can see them.
What we can and can't help with
- We can: fix label and printing problems, explain rates, process refunds for unused labels, review carrier adjustments, help with store connections and file insurance claims on your behalf where the policy allows.
- We can't: change where a package goes once it's in the carrier's hands, speed up a package that's already moving, or override a carrier's delivery decision. We can, however, tell you exactly who can and how to ask them.
Hours
Our crew answers messages Monday through Friday, with a lighter weekend watch for urgent printing and billing problems. Messages that come in overnight are picked up in the order they arrived — sending the same message twice moves it to the back of the line, so one is plenty.
Was this helpful?
Your vote steers what we write next.
