Support
Contact Support
Get help from our expert support team
We’re Here to Help
Our support team is dedicated to helping you get the most out of Smart Shipping. Whether you need setup assistance, have technical questions, or want to explore advanced features, we’re here for you.Contact Options
Email Support
support@smartshipping.app
- Response within 24 hours
- Business days (Mon-Fri)
- Detailed assistance
- Best for complex issues
Priority Support
For Annual Subscribers
- Same-day response
- Setup assistance included
- Configuration review
- Best practices guidance
Before You Contact Us
To help us resolve your issue quickly, please:What to Include in Your Support Request
Essential Information
Always Include:
- Your Shopify store URL
- Description of the issue
- When the issue started
- Steps you’ve already tried
- Screenshots or screen recordings
- Error messages (exact wording)
- Zone and rate configurations
- Example order details
Issue Templates
Subject: Shipping rates not appearing at checkoutInclude:
- Customer shipping address used
- Products in cart (names, weights, prices)
- Active zones and their configurations
- Rate Sandbox test results
- Screenshot of checkout page
Response Times
Response times are based on your subscription plan and issue severity.
| Plan | First Response | Resolution |
|---|---|---|
| Monthly | Within 24 hours | 1-3 business days |
| Annual (Priority) | Same business day | 1-2 business days |
| Critical Issues* | Within 4 hours | Same day |
Support Hours
Regular Support
Monday - Friday
9:00 AM - 6:00 PM ESTClosed on major holidays
Emergency Support
Critical Issues Only
24/7 monitoringEmail with “URGENT” in subject
Other Resources
Self-Service Options
Documentation
Comprehensive guides and tutorials
FAQ
Answers to common questions
Troubleshooting
Step-by-step problem solving
Community Resources
Shopify Community
Join discussions with other merchants using Smart Shipping in the Shopify Community forums.
App Store Reviews
Read experiences from other users and share your own feedback on the Shopify App Store.
Feature Requests
Have an idea to improve Smart Shipping? We’d love to hear it!Submit Feature Request
Email: features@smartshipping.appInclude:
- Feature description
- How it would help your business
- Use case examples
- Priority level for you
Bug Reports
Found a bug? Help us fix it quickly:Report a Bug
Email: bugs@smartshipping.appInclude:
- Steps to reproduce
- Expected behavior
- Actual behavior
- Screenshots/recordings
- Browser and OS info
Feedback
Your feedback helps us improve:Share Feedback
Email: feedback@smartshipping.appWe appreciate:
- User experience feedback
- Documentation suggestions
- Performance observations
- General comments
Service Status
System Status
Check current system status and subscribe to updates:Status Page: status.smartshipping.app
- Current system health
- Incident history
- Scheduled maintenance
- Subscribe to notifications
Legal & Compliance
For legal, privacy, or compliance inquiries:Legal Inquiries
Email: legal@smartshipping.app
- Privacy policy questions
- Data processing inquiries
- Terms of service
- GDPR/CCPA requests
Pro Tip: The more information you provide in your initial request, the faster we can help resolve your issue. Use the templates above for best results.
Ready to reach out?
Email us at support@smartshipping.app
We typically respond within 24 hours during business days