Support FAQs

1. What should I do if I can't remember my iShip password?

There are two things you can do if you have forgotten your password:

  • Check Your E-Mail: If you registered from the iShip applications, you should have received a confirmation e-mail containing your pertinent account information, including your password.
  • Use Password Recovery: If you forget or cannot find your password, click the Log On button on the main menu bar on the iShip application. When the Log On page appears, click the Recovery button. Follow the online instructions, and iShip will e-mail your password information to you.

2. How can I get technical support for iShip services?

For information about iShip, Inc. and our services, go to Support.

3. What are maximum dimension and weight limits for carriers?

The small parcel carriers supported by iShip have the following maximum limits for US domestic packages:

  • UPS: 130" length + girth (L+2W+2H) 150 lbs.
  • U.S. Postal Service: 130" length + girth 70 lbs.
  • DHL: 108” length OR 165” length + girth (2W + 2H).

For detailed information regarding weight and dimensions, go to:

4. What is the difference between actual weight and billed weight?

Actual weight is how much the package weighs on a scale. However, carriers calculate billed weight using the dimensions of the package. Dimensional weight provides a way for carriers to assign an appropriate rate to bulky packages by converting dimensions into a weight equivalent. Dimensional weight applies to packages of less than 150 pounds that are larger than one cubic foot (the volume is equal to that of a cube one foot on each side) when the package is very light relative to its size. iShip, Inc. will automatically apply dimensional weight rates if your package qualifies.

Dimensional weight for domestic packages is calculated by:

  • Dividing the volume (Length times width times height) by 194.
  • L x W x H / 194 If the result is a fraction, it is rounded up to the next pound.
  • Comparing the package's actual weight to the dimensional weight result.
  • The larger of the two weights is used to calculate shipping rates, hence billed weight.

For example, a package weighs 2 lbs., but its dimensions are 15 in. by 15 in. by 15 in.
The dimensional weight will be (15 x 15 x 15) / 194 = 18 lbs. (17.39 lbs. rounded up).
The billed weight will be 18 lbs. and not 2 lbs.

Refer to carrier sites for specifics on dimensional weight billing, including international calculations.

Contact Us

Still looking for answers? One of our shipping professionals would be happy to address your questions about the iShip systems, so Contact Us!