Rollo Support

You can buy international shipping labels in Rollo Ship with USPS or UPS, and the basic customs form is generated for you. How the form is handled depends on the carrier: UPS customs data is submitted electronically, while USPS customs forms print with your label and must be attached to the package. 

1. Create the shipment in Rollo Ship as usual, entering the international ship-to address, weight, and dimensions.

2. Fill in the customs information when prompted. This describes the contents and their value.

3. UPS international shipments: Rollo Ship automatically submits the customs information to UPS on your behalf. Nothing extra to print.

4. USPS international shipments: the customs form (commercial invoice) is added to the shipping label itself. After you purchase the label, you get at least 3 copies of the label with the form on them. Print them and physically place them on the package.

5. Rollo Ship provides the basic customs form only. If your shipment needs a special form or certificate, get it directly from the carrier:

         * UPS: ups.com international forms and certificates page

         * USPS: the USPS customs forms site (cfo.usps.com) 

A vague content description can get your package rejected or returned. In one real case, a customs form that said only "phone" caused USPS to return the package as suspected hazardous material, and the postage refund was denied because the description was insufficient.

1. Name the actual item, not just a category.

2. Include enough detail to show the contents are safe and legal to ship.

3. Make sure the declared value matches your invoice or receipt. 

If a UPS international shipment shows no tracking movement, UPS may be waiting on documents. UPS requires a commercial invoice and an HS (Harmonized System) code for the goods.

1. Watch for an email from UPS requesting documentation and reply to it with the documents.

2. You can also send the documents to Rollo support, and we will forward them to UPS for you.

3. If there is still no movement 2 business days after the documents are submitted, contact Rollo support so we can open an investigation with UPS. 

1. The recipient is responsible for import taxes, duties, and clearance in their country.

2. Some countries require the recipient to clear the package in person at a specific customs location. This is set by that country's government regulations, and neither Rollo nor the carrier can change it.

3. If customs charges are not settled, the package is typically held for a limited time, then returned to the sender. Once a return is started and a new return tracking number is generated, the carrier cannot redeliver the package, even if the charges are paid afterward.

4. Tell your recipient to respond quickly to any customs notice to avoid a return. 

1. Rollo Ship cannot create return labels for recipients located outside the United States. If an international customer needs to send something back, create the return label through your own UPS or USPS account, or visit a local carrier office for help.

2. Not every international service includes insurance. USPS First-Class Mail International, First-Class Package International, and Canada Post - Small Packet International Surface & Air, do not include insurance and are not eligible for claims. 3. Depending on the destination, these can be sent as Registered Mail, which includes indemnity coverage.

3. If coverage matters for your shipment, check the carrier's rules for your service and destination before you buy the label. 

If you get an error like "No valid price groups found for this combination of country and mail class," the ship-to address usually failed validation. Add the address under Contacts, choose the suggested address that pops up, and try again. See Missing rates or Service not available for full steps. 

To learn more, see Best International Shipping Solutions for E-Commerce

Still stuck? Start a chat with Rollo support, and we will help with your international shipment.