VeloRouteCourier & last-mile logistics
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VeloRoute
Courier completing a delivery with proof of handoff
Support

Help when
you need it

Shipment issues, billing questions, API troubleshooting, and account setup — with clear response times on every plan.

Submit a requestBrowse FAQ

Track a shipment

Live status, ETA, and proof of delivery.

Open tracking

Browse FAQ

40+ answers on shipping, billing, and API.

View FAQ

Call support

Enterprise plans include 24/7 phone escalation.

+1 (800) 555-0142

Email us

We respond within one business day on all plans.

hello@veloroute.com
Support channels

Get the right team on the first try

Choose the area that matches your issue — we route every request to the right specialist.

Shipment & tracking

Missing scans, delivery exceptions, proof of delivery requests, and recipient issues.

Delayed shipmentFailed deliveryPOD requestWrong address
Get shipment help

Billing & invoices

Invoice questions, rate card updates, overage charges, and payment method changes.

Invoice disputeRate cardPayment updateRefund request
Billing support

API & integrations

Webhook failures, sandbox keys, WMS connectors, and label generation errors.

API errorsWebhook setupSandbox accessCSV imports
Technical help

Account & onboarding

User access, team roles, new lane setup, and pilot program scoping.

Add usersGo-live setupPilot laneSLA review
Account help
Response times

Support SLAs by plan

PlanChannelTarget responseCoverage
StarterEmailNext business dayMon–Fri, 9 AM – 6 PM ET
BusinessEmail + priority queueUnder 4 hoursMon–Fri, 8 AM – 8 PM ET
Enterprise24/7 phone + emailUnder 1 hour (critical)Always on

Need faster SLAs? Contact sales about Enterprise.

Self-service

Resolve issues faster on your own

Most questions are answered in the help center — search before you wait on a reply.

Help center FAQSearchable answers across 7 topics.Pricing & plansCompare tiers and volume discounts.Services overviewCourier, freight, cross-border, and last mile.Track shipmentReal-time status by tracking ID.

Submit a support request

Include your tracking ID for faster resolution.

Or email hello@veloroute.com

Worker scanning parcel barcodes inside a distribution warehouse
Shipping guidelines

Before you ship

Following packaging and compliance rules prevents delays, surcharges, and rejected parcels.

  • Use sturdy outer packaging with clear, scannable labels on flat surfaces.
  • Fragile items require internal cushioning and exterior fragile stickers.
  • Prohibited: illegal goods, undeclared hazmat, and perishables without approved cold-chain service.
  • Declare accurate weight and dimensions — discrepancies may incur surcharges or delays.
  • Cross-border shipments require commercial invoices and harmonized codes where applicable.
Full FAQCompliance help
Common questions

Support FAQ

How do I open a support ticket?

Use the form on this page, email hello@veloroute.com, or call +1 (800) 555-0142. Include your tracking ID, account email, and a short description of the issue.

What are your support hours?

Starter and Business email support is available Monday–Friday. Enterprise customers have 24/7 phone access with one-hour critical escalation.

How do I report a damaged or lost shipment?

File a claim within 30 days of delivery or scheduled delivery. Include photos, tracking ID, and declared value. Our team will respond with next steps within 2 business days.

Can I get help with API or webhook issues?

Yes. Business and Enterprise accounts include technical support. Include your request ID, endpoint URL, and sample payload when contacting us.

Where can I find prohibited items and packaging rules?

See the shipping guidelines on this page or search FAQ for packaging and hazmat topics. Contact compliance for regulated lanes.

How fast will sales respond vs support?

Sales and account inquiries typically receive a reply within one business day. Active support tickets on Business+ are prioritized under the SLAs listed above.

We're here when you need us

VeloRoute support teams cover tracking, billing, integrations, and account setup — reach out any time.

Contact supportBrowse FAQ