Shipping, Packing & Insurance

Pals book labels through ProxyPals's integrated logistics layer (Shippo). We compare USPS, UPS, FedEx, and DHL rates and surface the best option for the item's weight, dimensions, declared value, and destination. For fragile or oversized items, we default to UPS or FedEx Ground; for small low-value items, USPS Ground Advantage or Priority.

You don't pick the carrier — we pick the cheapest carrier that meets the insurance and tracking requirements for the declared value.

Pals are trained to the following minimums:

• Double-box any item with declared value over $250, glass, ceramics, or moving parts.
• 2" of cushioning (bubble wrap, paper, foam) on every side.
• Individually wrap each item; no item-to-item contact inside the box.
• Fill all voids so nothing shifts when shaken.
• Photograph packing at three stages: items pre-pack, items wrapped in the box, sealed box with label.

Packing photos are uploaded to the order before the label is purchased. You can review them in your dashboard.

Every shipment is insured to the captured purchase total automatically — there is no per-shipment fee to you for declared values up to $1,000.

• $0 – $1,000: carrier insurance, included.
• $1,000 – $10,000: third-party parcel insurance through our partner (Shipsurance or equivalent). Premium is included in the service fee.
• Over $10,000: requires our high-value protocol — Brink's / Malca-Amit, signature on delivery, and tamper-evident packaging. Surcharge quoted before shipping.

Items shipped without our integrated label are not covered. Pals are required to use the in-app label flow.

• Ground: 2–6 business days domestic.
• Priority: 1–3 business days.
• Express: next business day (surcharge, request at checkout).
• Pals ship within 3 business days of approval — otherwise an automatic late-shipment credit is issued.

For buyers within ~25 miles of the Pal, an in-person handoff at a public, well-lit location is available. Both parties confirm the meetup in-app; the Pal photographs the handoff. The 48-hour inspection window starts at handoff confirmation.

Meetups are not available for items requiring authentication holds or high-value protocol.

International shipping is currently available to Canada, the UK, EU, and Australia only, and only for items where the Pal is comfortable completing the customs forms accurately. Buyer is responsible for any import duties and VAT collected on delivery; we collect estimated duties at checkout where possible (DDP).

Tracking is pushed into your dashboard automatically. If a shipment is marked stalled (no scan for 72 hours in transit), we proactively open a trace with the carrier and notify you. You don't need to do anything.

If the carrier marks it delivered but you didn't receive it, file a "not received" claim in the Resolution Center within 48 hours — we'll work the carrier dispute on your behalf.

If the box arrives damaged:

1. Photograph the exterior box, the inner packing, and the damaged item without unpacking further than necessary.
2. Open a damage claim in the Resolution Center within 48 hours.
3. Keep all packing material until the claim is resolved — carriers may request inspection.
4. We file the carrier insurance claim and make you whole regardless of outcome (refund or replacement when available).

If a dispute resolution requires a return, we email you a prepaid return label. Refunds are issued once the Pal confirms receipt of the returned item in the same condition delivered.

See the Payment Protection & Refund Policy for what's eligible for a return vs a direct refund.

In addition to the items prohibited in our Trust & Safety policy, carriers prohibit shipping of: lithium batteries over carrier limits, perfumes/aerosols by air, perishables, certain ivory or wildlife products, and items over 150 lb without freight arrangement. For oversized furniture, we quote freight (Uship / customer-arranged) separately.

Email shipping@proxypals.com with your order ID, or open a case in the Resolution Center.