Frequently asked
questions
Everything about shipping, tracking, billing, and working with our team — searchable and organized by topic.
40 answers across 7 topics
Popular questions
About VeloRoute
Who we are, where we operate, and how we work with shippers.
What is VeloRoute?
VeloRoute is a courier and freight logistics platform for businesses that need same-day metro delivery, regional freight, cross-border lanes, and branded last-mile — with live tracking and proof of delivery on every stop.
Where do you operate?
We serve shippers across the United States with same-day coverage in 40+ major metros, 48 regional hub cities, and cross-border corridors to Canada and Mexico.
Who uses your platform?
E-commerce brands, 3PLs, healthcare networks, manufacturers, and enterprise logistics teams — anyone shipping from a few parcels a week to tens of thousands per day.
How is VeloRoute different from a traditional carrier?
One dashboard for courier, freight, and cross-border; API-first integrations; branded customer tracking; and dedicated support tiers — without juggling multiple carrier portals.
Do you work with 3PL and fulfillment partners?
Yes. Partners get per-client rate cards, bulk label tools, webhook events, and onboarding support. Contact our partnerships team to scope your integration.
How do I become a driver or carrier partner?
Fleet and carrier partners can apply through our partnerships team. Contact us to learn about onboarding requirements.
Getting started
Booking pickups, packaging, and your first shipment.
How do I open an account?
Sign up online or contact sales for Business and Enterprise onboarding. Most teams complete account setup in under 48 hours.
How fast is same-day delivery?
Metro pickups within 60 minutes in covered zones. Delivery windows vary by lane — typically same evening for intra-city shipments booked before the zone cutoff.
How do I schedule a pickup?
Book in the dashboard, via REST API, or through your account rep. Recurring pickups can be scheduled daily or weekly.
What are your packaging requirements?
Use sturdy outer packaging, clear labels, and compliant cushioning for fragile goods. Prohibited items and hazmat rules are listed in our shipping guidelines.
Can I run a pilot before full rollout?
Yes. Most Business and Enterprise customers start with a 2-week pilot lane to validate SLAs, integrations, and customer tracking before scaling.
What information do I need for a rate quote?
Origin and destination zones, weekly volume, average weight and dimensions, service type (courier vs freight), and any special handling such as temperature control or signature.
Tracking & delivery
Statuses, proof of delivery, and customer notifications.
How do I track a shipment?
Use the tracking page with your shipment ID, your dashboard, or the shareable branded link sent to recipients. Business accounts can also use bulk tracking and API endpoints.
Can customers track without an account?
Yes. Shareable tracking links work without login. Business and Enterprise plans support white-label tracking pages with your branding.
What proof do you provide on delivery?
GPS timestamp, photo, and optional signature capture — archived for 24 months and exportable via API or dashboard.
What happens on a failed delivery?
We retry per your account rules (same day, next day, or hold at hub). You and your customer receive an exception alert immediately.
What do tracking status codes mean?
Label created (booked), in transit (between hubs), out for delivery (with live ETA), delivered (POD captured), or exception (address issue, weather, etc.).
How long is tracking history kept?
Scan history and proof-of-delivery artifacts are retained for 24 months on all plans unless a longer period is required by contract.
Services & shipping
Courier, freight, cross-border, and special handling.
What services do you offer?
Same-day courier, LTL/FTL freight, cross-border (US, CA, MX), and last-mile delivery — all bookable from one account.
Do you offer temperature-controlled shipping?
Yes. Reefer freight and cold-chain last mile are available for healthcare, food, and life sciences with chain-of-custody scans.
Can I mix courier and freight on one account?
Yes. One dashboard, unified billing, and shared tracking for all service types.
What items are prohibited?
Hazardous materials without proper documentation, illegal goods, and items restricted by lane or carrier policy. Contact compliance for hazmat and high-value shipments.
Do you support weekend and evening delivery?
Saturday delivery is available in major metros. Evening windows are offered in select same-day zones. Enterprise SLAs can include extended hours.
How are cross-border shipments handled?
We prepare customs documentation, coordinate bonded handoffs where needed, and push clearance status to your dashboard and webhooks.
Integrations & API
Connecting your OMS, WMS, and storefront.
Do you integrate with Shopify or WooCommerce?
Yes. Native connectors and REST API access are available on Business and Enterprise plans.
Is there a sandbox for API testing?
Business and Enterprise accounts receive sandbox API keys to test labels, rates, and webhooks before production.
What webhook events are available?
Label created, pickup, hub scan, out for delivery, delivered, and exception events — with signed payloads and automatic retries.
Can I import orders via CSV?
Yes. Starter and above support CSV upload for batch label creation from the dashboard.
Do you support WMS and ERP integrations?
Yes. REST API, webhooks, and solutions engineering on Business+ for Manhattan, NetSuite, custom WMS stacks, and more.
Billing & pricing
Plans, invoices, and volume discounts.
How is pricing structured?
Starter is per shipment. Business includes a monthly platform fee plus included labels. Enterprise uses custom rate cards by lane and SLA.
Are fuel surcharges included?
Starter quotes include accessorials at checkout. Business and Enterprise rate cards lock zone pricing without surprise fuel surcharges on contracted lanes.
Can I get volume pricing?
Yes. Business and Enterprise include tiered discounts. Contact sales for a rate card matched to your lanes and volumes.
When am I charged?
Starter bills per shipment at label creation. Business and Enterprise bill monthly in arrears unless otherwise agreed.
How do refunds work for cancelled labels?
Unused labels cancelled before pickup are credited within one billing cycle.
Support & policies
Help channels, SLAs, claims, and data privacy.
How do I contact support?
Email hello@veloroute.com, use the contact form, or call +1 (800) 555-0142. Enterprise accounts have 24/7 phone escalation.
What are your support response times?
Starter: next business day email. Business: under 4 hours. Enterprise: 24/7 phone with one-hour critical escalation.
How do I file a claim for loss or damage?
File within 30 days of delivery or scheduled delivery with photos, tracking ID, and declared value documentation. Your account team will guide you through resolution.
How do you handle my data?
We encrypt data in transit and at rest, do not sell personal information, and retain shipment data per our Privacy Policy. See /privacy for full details.
Can I add team members to my account?
Yes. Business and Enterprise support role-based access with admin, ops, and billing roles.
Where can I find terms and shipping guidelines?
Terms of Service and Privacy Policy are on our website footer. Shipping guidelines and prohibited items are available from support or your account rep.
Still need help?
Our support team can help with bookings, tracking, integrations, and account setup. Enterprise customers have 24/7 phone support.
Can't find what you're looking for?
Reach out to VeloRoute — most inquiries are answered within one business day.