Can I change or stop a shipment after dispatch?

No. Once the carrier has collected your package, Tiptrans can't change the delivery address, the carrier or the destination, and can't stop or recall the shipment. If you have requested dispatch but the package hasn't left the warehouse yet, contact us right away: we can still cancel the request.

What can't change after dispatch

• The delivery address: it can't be edited or corrected on a shipped package.
• The carrier: you can't switch to another shipping method.
• The destination: the package can't be redirected to another country or address.
• The shipment itself: it can't be stopped, recalled or canceled.

Our responsibility ends when the carrier accepts the package into its network. From then on, the carrier handles it under its own terms.

Before we ship the package

When you click Dispatch package, the package is locked in your account and shows Package processing in progress. Values can no longer be changed. You can't edit the content description, the carrier or the insurance, and you can't cancel the request yourself.

If you made a mistake, contact us straight away with the package ID. As long as the package hasn't physically left the warehouse, staff can cancel the request. This works while the status is Shipment request, and also when the package already shows Shipped but the carrier hasn't collected it yet:

• The package goes back to In warehouse, and you choose the carrier again.
• The shipping cost and insurance are refunded to your balance.
• While the status is still Shipment request, the dispatch fee is refunded too, and a $1 cancellation fee is deducted.
• Once the package shows Shipped, the dispatch fee is not refunded. If your plan has no dispatch fee, the $1 cancellation fee is deducted instead.
• If the cancellation was our mistake, the dispatch fee is refunded and there is no cancellation fee.

Then correct what you need and request dispatch again. See How to dispatch a package.

When a carrier asks you to correct your address

Sometimes a carrier, such as UPS, flags a shipment in transit because the address is incomplete, and emails you for the correct details.

1. Open the carrier's email about the address problem.
2. Click Reply all, so that both the carrier and Tiptrans receive your answer.
3. Write out your full, correct delivery address.
4. Send the reply before any deadline the carrier gives, and watch your tracking for updates.

When customs asks for information

If customs or the destination post needs more information about the shipment, they contact the recipient directly. See Customs asked for information: what to do.

Your address for future shipments

A wrong or outdated address can't be fixed on a package that has already shipped, but you can update it for future shipments. See How to change shipping address.

If a shipment can't be delivered and comes back to us, see What happens when a shipment is returned to the warehouse?

Contacting us about a shipment

For security reasons, we can only help with a shipment or an account when you write from the email address registered to your Tiptrans account. Requests from any other address can't be handled, even if they are about your package.

Quick reference