Support
A person reads every email, and we aim to reply within one business day.
What to include
- What you were doing and what you expected.
- For a rate you think is wrong: the HS code, the country of origin, whether you import to the US or Canada, and the rate you expected.
- The email address on your account.
Common answers
- The number does not match my broker. Check for extra tariffs (Section 301, 232 and similar): add the rate from your entry summary on the SKU. Also check that preferential rates were actually claimed.
- It says “no base rate matched.” The HS code is probably too short or doesn’t exist for that destination. Use the full 8 to 10 digit code.
- I did not get an alert. Check Settings: email alerts must be on, and Slack alerts need the Growth plan or higher.
Response times
Most emails get a reply within one business day. Emails from Pro accounts are answered first.