Overview
This page collects the questions we get asked most often. Each answer is short — follow the Learn more link for the full step-by-step guide.
Frequently Asked Questions
Quick answers to the questions we hear most — shipping basics, returns, international customs, billing, and Stallion Protection — with links to the full guides.
Shipping basics
What is the shipping process?
You create a shipment (or import orders from your store), choose a service and buy the label, print it, then drop off or schedule a pickup. Stallion consolidates parcels and hands them to the carrier for final delivery.
Learn more → How Shipping Works
How do I create an account? Is there a fee?
Sign up with your business details and connect a payment method. There is no subscription fee to open an account — you pay per label out of your Stallion Credits balance.
Learn more → How to Create Your Account
What services do you offer?
Stallion offers domestic Canadian, US, and international services across multiple carriers, plus Connect Mode services (Courier, LTL, Same-Day) that Stallion manages end-to-end.
Learn more → Services and Postage Options
How do I generate a shipping label?
Enter the recipient address, package weight and dimensions, and contents, then pick a rate and purchase. The label is ready to print immediately.
Learn more → Creating a Regular Shipment
What does each shipment status mean?
Statuses track a shipment from label creation through to delivery (for example Ready, In Transit, Delivered, Void Requested). Each one is explained in the reference guide.
Learn more → Shipment Statuses Explained
Can I change or intercept a package that is already in transit?
Some changes are possible before a label is scanned, but once a package is moving through the carrier network options are limited. Check the shipment actions guide for what you can still do.
Can I ship personal goods?
No. Stallion works exclusively with eCommerce businesses sending products to buyers — personal goods, gifts to friends and family, and other non-commercial shipments are not accepted.
Can I tape two packages together and use the same label?
No. Each parcel must have its own packaging and its own label.
What items cannot be shipped?
Prohibited items include FDA-regulated goods, hazardous materials, liquids (internationally), alcohol, tobacco, weapons, and more. Review the full list before shipping a new product type.
Do I need a thermal label printer?
A thermal printer is recommended for high volume but is not required — you can print 4x6 labels on a regular printer. The setup guide covers both.
Learn more → Printers and Scales Setup
Can Stallion pick up from my location?
Yes — pickups can be scheduled from the app, with availability depending on your location and carrier. You can also drop off at a Stallion branch or partner location.
Learn more → Scheduling Pickups
What is zone-skipping?
Zone-skipping is a cost-saving strategy where parcels are consolidated and injected deep into the destination carrier's network, bypassing intermediate zones to lower cost and shorten the final leg.
International and customs
Which carriers are used for international packages?
International parcels move through Stallion's international partners depending on the destination and service selected. Available options appear at the rate step when you create the shipment.
Learn more → Services and Postage Options
Are international shipments tracked?
Tracking availability depends on the service you choose. The tracking guide explains how to follow a package and where tracking events appear.
Learn more → Tracking Your Shipment
How long will my package take to be delivered?
Transit time depends on the service, origin, and destination. The delivery times guide gives typical ranges by service.
Learn more → Delivery Times Guide
How are taxes and duties charged, and will my customer be billed at the destination?
It depends on the service and whether the shipment is sent DDP (Delivered Duty Paid). With DDP, duties and taxes are collected upfront so your customer is not billed on arrival; otherwise the recipient may be charged at the destination. Accurate customs data is required either way.
Learn more → Customs for Beginners
How do I add IOSS, HS codes, and tax identifiers?
Tax identifiers (like IOSS) are added in your account settings, and HS codes are set on each product so customs data is filed correctly.
Learn more → Customs Data Settings
Is there a weight or dimension limit?
Yes — limits vary by service. The services guide lists the size and weight maximums for each option.
Learn more → Services and Postage Options
Do you ship FDA-regulated cosmetics or food-contact products?
Cosmetics, beauty products, and food-contact articles are subject to FDA/PGA rules and require registration and classification before they can ship to the US. The DDP guide walks through the full compliance process.
Learn more → DDP Classification and Manufacturer Verification
Billing and payments
What are my payment options?
Shipments are paid from your Stallion Credits balance, which you top up with a credit card. Credits do not expire and unused balances carry forward.
Learn more → Adding Credits and Payment Methods
When do I pay for a shipment?
Postage and handling are deducted from your credits when you purchase the label.
Learn more → Purchasing Labels
I made a mistake on a label — can I be refunded?
Yes, if you void it in time. Tracked labels can be void-requested for up to 21 days after purchase; if the carrier confirms the label was never used, postage is refunded as credits.
Learn more → Voiding Labels and Refunds
Can I get my remaining credits refunded?
Stallion Credits are non-refundable, but they never expire and stay on your account for future shipments.
Learn more → Credits, Refunds & Non-Refundable Balance
Where do I get an invoice or statement of my transactions?
Monthly statements and a full transaction history are available in your account portal to view and download.
Learn more → Transactions and Statements
Why was I charged an adjustment or extra carrier fee?
Carriers re-weigh and re-measure parcels and may apply adjustments when the actual size or weight differs from what was entered. Entering accurate dimensions avoids most adjustments.
Returns
How do I set up returns for my customers?
You can generate return labels and share a returns portal so customers can start a return themselves. Domestic and US returns each have their own flow.
How do US returns work?
Your customer ships to your unique Stallion US return address with any US carrier; once received, you request the package be moved back to Canada.
What are the return fees?
Domestic return fees match the original outbound postage. US returns are a flat per-package fee plus tax — confirm the live rate in your Returns area.
Stallion Protection
Do you offer insurance for lost or damaged packages?
Yes — Stallion Protection is built-in coverage for loss and damage. Cost depends on the shipment value and destination, and you can enable it by default or per shipment.
Learn more → Stallion Protection Overview
How do I file a claim?
You can file a claim directly from the shipment or from the account menu. You'll provide the shipment details, claim type, commercial invoice, and supporting documentation.
Learn more → Filing a Claim Step by Step
What happens if my package is lost or damaged?
Eligible shipments with protection can be claimed for loss or damage. The lost-or-damaged guide explains documentation and timelines.
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