Answers to common questions
Can't find what you're looking for? Reach out via our Contact page — our team typically responds within a few hours.
How do I track my shipment?+
Every shipment is assigned a unique tracking ID (e.g. SNL-2025-ABCD1234). Enter it on our Track page to see live status, timeline, origin, destination, and estimated delivery date.
How long does delivery take?+
Delivery times depend on the service and route. Domestic express typically takes 1–2 business days; international air freight 2–6 days; ocean freight varies by lane (15–45 days). Your tracking page shows a current ETA.
Can I change the delivery address?+
Address changes can be requested before the package is out for delivery. Contact our support team with your tracking ID and the new address — fees may apply depending on stage and destination.
Is my shipment insured?+
All shipments include basic liability coverage. Extended insurance up to $250,000 (and higher for enterprise contracts) is available — selectable when you request a pickup.
What happens if delivery fails?+
If a recipient is unavailable or the address is incorrect, we attempt redelivery and notify the sender. After multiple failed attempts, the shipment is returned and the sender is contacted with options.
How does pricing work?+
Pricing is based on origin, destination, mode, weight/volume, and service level. Request a quote on our Pricing page — most quotes are returned within 24 hours.
Do you handle customs clearance?+
Yes. Our licensed customs brokers handle declarations, HS classification, duties, and compliance across most major markets. We'll guide you through any documentation needed.
Can I integrate ShipNovaLL with my store?+
Growth and Enterprise plans include direct integrations with major e-commerce platforms and a REST API for custom workflows. Contact sales for details.