Question 1

How do I buy a shipping label?

Accepted Answer

Simply go to our Buy Postage & Labels page, enter your package dimensions, weight, and destination. We'll show you live rates from USPS, UPS, FedEx, and more. Select your preferred option, pay, and print your label instantly.

Question 2

What carriers do you support?

Accepted Answer

We offer live rates from USPS, UPS, FedEx, DHL, and regional carriers. Our ShipStation integration ensures you always get the best available rates across all major carriers.

Question 3

How do I track my shipment?

Accepted Answer

Once your label is purchased, you'll receive a tracking number via email. You can also view all your shipments and tracking information in your account dashboard.

Question 4

What if my package is lost or damaged?

Accepted Answer

All shipments include basic carrier insurance for up to $100. For higher-value items, we offer additional warranty options at checkout. If your package is lost or damaged you may file a claim through your dashboard or contact our support team.

Question 5

How does fulfillment work?

Accepted Answer

You send your inventory to our warehouse, connect your e-commerce store, and we handle the rest. When orders come in, we pick, pack, and ship them automatically. You get real-time visibility into inventory and orders through our dashboard.

Question 6

What e-commerce platforms do you integrate with?

Accepted Answer

We integrate with Shopify, WooCommerce, Amazon, eBay, Etsy, BigCommerce, and more. Setup typically takes less than 30 minutes.

Question 7

Is there a minimum order volume?

Accepted Answer

No minimums! We work with businesses shipping 10 orders a month to 10,000+. Our pricing scales with your volume commitment, so you only pay for what you use.

Question 8

How fast do you ship orders?

Accepted Answer

Orders received by 12 PM CST ship the same day. We offer 2-day delivery to 95% of the continental US from our strategically located fulfillment centers*

Question 9

What about returns?

Accepted Answer

We offer full returns management. Returns are received at our warehouse, inspected, and restocked or disposed of according to your preferences. You get visibility into all returns through your dashboard.

Question 10

How does your pricing work?

Accepted Answer

For shipping labels, you pay per label with no monthly fees. For fulfillment, we charge per order plus storage and service fees. We offer transparent, itemized pricing with no hidden fees.

Question 11

What are locked-in contract rates?

Accepted Answer

Our unique fulfillment model allows us to offer 3-10 year rate locks. This protects your business from the annual price increases that are common in the logistics industry. Learn more on our Contract Rates page.

Question 12

Do you offer volume discounts?

Accepted Answer

Yes! We offer tiered pricing that decreases as your volume grows. Enterprise customers can also negotiate custom rates based on their specific needs.

Question 13

Are there setup fees?

Accepted Answer

There are no setup fees for shipping labels. For fulfillment services, onboarding is free for most standard integrations. Custom integrations may have one-time or monthly recurring costs that are passed through 1-to-1. $1 to us, $1 to you.

Question 14

How do I get a quote for fulfillment?

Accepted Answer

Fill out our quote request form on the Fulfillment Services page. Include your monthly order volume, product types, and any special requirements. We'll respond within 24 hours with a customized proposal.

Question 15

How do I create an account?

Accepted Answer

Click Sign Up in the top navigation. You can start buying labels immediately. For fulfillment services, you'll need to complete a brief onboarding process.

Question 16

What support options do you offer?

Accepted Answer

We offer email support, live chat (business hours), and phone support for enterprise customers. Our average response time is under 2 hours during business hours.

Question 17

Can I manage multiple users on one account?

Accepted Answer

Yes! Our business and enterprise plans include multi-user access with role-based permissions. You can add team members and control what they can access.

Question 18

How do I cancel my account?

Accepted Answer

You can cancel anytime through your account settings. For fulfillment customers, we require 90 days notice to allow time to ship out remaining inventory per your contracted agreement. Pricing will default to the terms outlined in your agreement and offboarding will be coordinated with your operations team as needed.

Question 19

What makes Black River different?

Accepted Answer

We believe in people over profit. Honesty, integrity, transparency, and trust aren't just values we talk about—they're the cornerstones of how we run our business. We price and treat every customer as if we're building a 20-year long relationship, because that's exactly what we're here to do. When you work with us, you're not just a transaction—you're a valued partner helping others and people within our community.

Question 20

How do you support people with disabilities?

Accepted Answer

We partner with 12+ non-profit organizations to create employment opportunities for people with disabilities. Our warehouses feature adaptive workstations, flexible scheduling, and specialized training programs.

Question 21

Does this affect your service quality?

Accepted Answer

Our inclusive workforce consistently outperforms industry standards. We maintain 99.8% order accuracy and have a 95% employee retention rate—well above industry averages.

Frequently Asked Questions

Shipping & Labels

Fulfillment Services

Pricing & Contracts

Account & Support

About Our Mission

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