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CanShip

Support

CanShip support runs Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time. Here's where to go for what.

Help centre

Start at help.canship.co for step-by-step guides, such as connecting your carriers.

Email support

Email support@canship.co. Every email opens a ticket with our support team.

  • First response: within 1 business day.
  • Critical issues (CanShip is down, labels won't print, inventory data is lost): our top priority during business hours, with best-effort response outside them.
  • Feature requests: acknowledged and passed to our product team. We don't promise dates.

Hours

Monday to Friday, 9:00 a.m. to 5:00 p.m. Pacific Time, excluding Canadian statutory holidays. Email sent outside those hours is answered the next business day.

What we can help with

  • Account and billing: plan changes, invoices, payment methods.
  • Setup: connecting carriers and sales channels (Shopify, Extensiv Integration Manager), warehouses and locations, inviting users.
  • Daily operations: labels, manifests, order import, tracking sent back to Shopify, inventory adjustments, picking and packing.
  • Bug reports and product feedback: anything CanShip did that surprised you.

What we can't resolve for you

  • Carrier disputes: lost parcels and billing disagreements with Canada Post, UPS, Canpar, FleetOptics, UniUni, Stallion Express, ShipStation or any other carrier. We help you gather what the carrier needs; the carrier decides the claim.
  • Sales channel account issues: Shopify account problems that aren't about CanShip. We help with the connection; the platform handles everything else.
  • Tax and accounting advice: we can export the data your accountant needs, but we aren't an accounting firm.

Service status

Live status and incident history: status.canship.co

Shopify reviewers and partners

If you're contacting us about the CanShip Shopify app as a Shopify reviewer or partner, email support@canship.co with "Shopify Partners" in the subject line. Include your store URL and any error message.

Privacy, security and legal

Contact

My Passion Media Inc.
102-3A Burbidge St., Coquitlam, BC, Canada, V3K 7B2
support@canship.co
help.canship.co