Rollo Support

1. Validate the ship-to address

1. Check the ship-to address with the USPS ZIP Code lookup by address.
2. Fix any differences between what you typed and the USPS version: spelling, ZIP code, and the apartment or suite format. Addresses with apartment or unit numbers trigger this error most often.

2. Save the address as a contact and use the suggested address

1. In Rollo Ship, go to Contacts, then + New Contact.
2. Enter the ship-to address. A suggested address pops up.
3. If the suggested address is correct, click the Suggested Address. The suggested version is the validated one, and rates should now appear when you create the shipment.
4. If no suggestion appears or it is wrong, click Proceed, then contact Rollo support so we can check the address on our end.

3. PO Box ship-from rules

• Rollo recommends a physical street address as your ship-from address. PO Box addresses can cause errors when creating shipments.
• If your ship-from address is a PO Box, only USPS is available. UPS does not support PO Box shipments in Rollo Ship, so UPS rates will not appear.
• A PO Box is also not a valid pickup address. If you use a PO Box on the label, schedule pickups from a physical address instead — see Schedule a USPS or UPS pickup.

4. Package weight, size and type

A service disappears when the package is over that carrier's limits. Enter the weight and dimensions of the packed box, then compare again.

• UPS®: packages can weigh up to 150 lb, with a maximum length of 108 inches and up to 165 inches in length and girth combined. See UPS package size and weight limits.
• USPS: packages can weigh up to 70 lb. USPS Ground Advantage allows up to 130 inches in length and girth combined; most other domestic USPS services allow up to 108 inches. See USPS parcel size and weight standards.
• Hazmat package type: Rollo Ship quotes Hazmat packages with USPS Ground Advantage only, so other services won't show. See USPS and UPS hazmat shipping.

A large, light box may still show rates but cost more than expected. See What is dimensional weight?.

5. FedEx® or Purolator® not showing

• FedEx (U.S. and Canada) and Purolator (Canada only) are connect-your-own-account carriers. Their services appear only after you connect your own account, at your own negotiated rates.
• Rollo Ship shows only the services your connected account can sell on that route. If a FedEx or Purolator service is missing, your account or the lane may not allow it.
• Purolator is available on Canadian accounts only. How to connect: FedEx (U.S.), FedEx Canada, Purolator.

6. Ship-from address vs. return address (UPS)

• The ship-from address you enter prints on the label as the origin address.
• For UPS shipments, the ship-from address does not control where an undeliverable package is returned. UPS returns packages to the address registered on the UPS account behind your labels.
• To change your UPS return address, contact Rollo support. We submit the update to UPS, and it takes effect in their systems within 24 to 48 hours. It cannot be applied to labels that have already shipped.

7. Other cases

• International addresses can trigger the same "No valid price groups" error. Validate the address and use the suggested address from Contacts, as above.
• The Create Return Label option is not available for recipients outside the United States. That is a service limit, not an error. See Ship internationally with Rollo Ship.

Still stuck? Start a chat with Rollo support and send a screenshot of the error plus the ship-from and ship-to address. We can replicate the shipment on our end and find the fix.

FAQ

What does "No valid price groups found" mean?

Usually that the address failed validation. Check it against the USPS lookup, then save it as a contact in Rollo Ship and use the suggested address.

Why do I only see USPS rates?

Your ship-from address may be a PO Box. UPS does not support PO Box shipments in Rollo Ship. Use a physical street address to see UPS rates.

Why is FedEx not showing in Rollo Ship?

FedEx is connect-your-own. Connect your FedEx account first; then Rollo Ship shows the FedEx services your account can sell on that route, at your own negotiated rates.

Why did a service disappear after I entered dimensions?

The package may be over that service's size or weight limit. UPS packages can weigh up to 150 lb; USPS packages up to 70 lb.

Quick links

• Buy your first Rollo Ship label
• Schedule a USPS or UPS pickup
• What is dimensional weight?
• Do I need my own carrier account?
• Ship internationally with Rollo Ship
• Get the free Rollo app