Question 1

How Teleship works — the two services and the journey of a parcel

Accepted Answer

Teleship is a DDP (Delivered Duty Paid) international carrier for UK online stores. You sell to a customer abroad, the app collects the destination duties and taxes at checkout, you buy one label, and Teleship handles export, customs, import and last-mile

Question 2

Who can use Teleship — eligibility and what to have ready

Accepted Answer

UK-based businesses shipping from Great Britain to consumers abroad. Have your EORI number ready; setup takes about 20 minutes if the information below is to hand (allow 30 with a guided call).

Question 3

Set up the Shopify app in 20 minutes — step by step

Accepted Answer

Install Teleship Global Shipping from the Shopify App Store, create your account, and complete the six settings screens in order — Shipper details, Compliance, Dispatch time, Packaging, Billing, Checkout rates. The video version is on YouTube; the same steps in text follow.

Question 4

Shopify checkout: live rates and duties/taxes at checkout

Accepted Answer

Live Teleship rates at checkout need Shopify's third-party carrier-calculated shipping, included on Grow (annual billing), Advanced and Plus. On Basic you set a fixed rate and collect duties with Shopify's own tool; you still ship DDP with Teleship.

Question 5

Connect WooCommerce, Magento, ShipStation, Metapack, or the API

Accepted Answer

Shopify (native app), WooCommerce (plugin), Magento/Adobe Commerce (extension), ShipStation and ShipStation API (formerly ShipEngine), Metapack, Shopify Marketplace Connect (Amazon, eBay, Etsy), ShipHero, and a REST API for everything else. Orders sync au

Question 6

Product data: HS codes, country of origin, weights, dimensions

Accepted Answer

Every product (and variant) needs an accurate description, price and currency, country of origin, weight, and a universal (6-digit) HS code. Adding destination-specific codes on top (US HTS10, EU CN8) makes sure you don't overpay duties. Missing origin or

Question 7

Packaging configuration and how billable weight works

Accepted Answer

You pay for the greater of actual weight and volumetric weight (L × W × H in cm ÷ 6,000 for Teleship services; ÷ 5,000 for DHL). Configure real box sizes with real empty weights, assign a package to each product, and set a larger default for multi-item or

Question 8

Your first label: buy, print, pack, dispatch

Accepted Answer

Orders → select the order → check package, weight and service → Purchase label → print the PDF → apply it → drop at a Post Office, hand to Royal Mail, or wait for the DHL pickup. No customs paperwork to print.

Question 9

Pricing, fees, and how you pay

Accepted Answer

No setup fee, no subscription, no minimums. You pay per parcel, by card: shipping (which already includes fuel, FX and the Royal Mail first-mile label and collection) + duty at cost + destination tax at cost + a small per-parcel customs/tax-handling fee.

Question 10

Where we ship and which service goes where

Accepted Answer

Teleship services cover EU27, US, Canada, Australia, New Zealand, Singapore, Hong Kong, UAE and Saudi Arabia. DHL Express Worldwide extends DDP delivery to 200+ countries; DHL Economy Select covers 39 European countries including Switzerland, Norway and T

Question 11

Go-live checklist — what we check in a store audit

Accepted Answer

Book a free 30-minute setup call at calendly.com/amd_teleship/30-mins-meeting and we'll run this with you, or run it yourself.

Question 12

How to contact support and what to include

Accepted Answer

Email cs@teleship.com for anything about an order, parcel, setup or the app. Include the Teleship tracking ID (TS…) or the store order number, what you expected, what happened, and a screenshot of any error.

Question 13

Buying labels one at a time or in bulk

Accepted Answer

Buy one label from any order, or select many orders and Purchase labels to get one merged PDF (Shopify today; other platforms later). Turn on Packing slips in Settings to add an items page behind each label.

Question 14

Dispatch options: Post Office, Royal Mail collection, DHL pickup, hub injection

Accepted Answer

Teleship services: drop at any Post Office or add to your Royal Mail collection — the Royal Mail first-mile label is included. DHL services: DHL collects from your address. High-volume shippers can deliver straight to the Heathrow/Feltham hub.

Question 15

Cancelling a label and getting the refund

Accepted Answer

Shipments → the shipment → Cancel label. The card hold is released automatically — no refund request needed (a released hold disappears from your statement within a few days, depending on your bank). Top-up balance is credited back immediately.

Question 16

An order is missing from the app, or no label/rate is available

Accepted Answer

The app only lists international orders it can ship. Four things hide an order or block a label: incomplete product data, a parcel outside the service limits, a restricted product, or a sync problem.

Question 17

Value, size, and weight limits by service

Accepted Answer

Teleship services: up to 20 kg per parcel, up to 61 × 46 × 46 cm without surcharge (up to 100 cm long with the £13 handling surcharge), and a shipment value of up to $800 to the US and €1,000 to the EU (or currency equivalent). DHL services: up to 30 kg a

Question 18

Changing an address before dispatch

Accepted Answer

Fix the address on the Shopify/WooCommerce order before buying the label; the app pulls the shipping address at purchase. If the label is already bought but not yet dispatched, cancel it (2.3) and buy a new one.

Question 19

Pre-orders, delayed fulfilment, and rate changes

Accepted Answer

The shipping rate is set when you buy the label, not when the customer checks out. Teleship rates move at most about once a month (FX, fuel); DHL rates weekly. For pre-orders shipping months later, add roughly £1 per parcel to your checkout shipping price

Question 20

Returns: costs, what is refunded, EU return labels

Accepted Answer

Returns are slow — allow up to 60 days for a parcel to come back to you. They come in two kinds. Involuntary returns (refused, not collected, undeliverable) cost the outbound price again plus a £2 customs-reversal fee; prepaid VAT is refunded for EU desti

Question 21

Replacement shipments

Accepted Answer

A replacement is a new DDP parcel: new shipping, and duties/taxes on the goods' value again. There is no "free replacement" customs treatment on a DDP lane.

Question 22

DHL didn't collect my parcel — how do I book or chase a pickup?

Accepted Answer

In short A DHL pickup is only booked if you ask for one. Tick Request collection when I purchase the label when you buy the label, or book it afterwards fr

Question 23

DDP explained: what your customer pays and what you pay

Accepted Answer

DDP = Delivered Duty Paid. The duties and taxes are calculated at checkout from the products, collected from your customer with the order, paid by you to Teleship at label purchase, and settled by Teleship at import. Your customer pays nothing on delivery

Question 24

IOSS and Merchant of Record for EU orders

Accepted Answer

No registration needed. EU orders ≤ €150: if you have your own IOSS number we declare under it and you file monthly; if not, Teleship is the IOSS party (£1/parcel) and files for you. EU orders > €150: IOSS can't be used, so Teleship acts as Merchant of Re

Question 25

The EU €3 flat duty since 1 July 2026

Accepted Answer

Since 1 July 2026 the EU's €150 duty-free threshold is gone. Every consignment under €150 pays a flat €3 duty per distinct 6-digit HS code line, regardless of value. At or above €150 nothing changed (full TARIC duty + VAT).

Question 26

US import duties: how they stack, what changed on 24 July 2026, HTS10 errors

Accepted Answer

The US has no duty-free threshold any more (the $800 de minimis ended in August 2025). Duties stack: MFN base rate by HTS code + Section 301 (country-specific, since 24 July 2026 applied to ~60 countries including the UK, EU and China at 10–12.5 % or more

Question 27

Canada, Australia, New Zealand, Singapore, Saudi Arabia, UAE — quick reference

Accepted Answer

Teleship collects and prepays the destination duty and tax for every market it serves. Here is what your customer's total is made of.

Question 28

HS codes: why they are destination-specific and how to classify

Accepted Answer

The first 6 digits of an HS code are global; digits 7–10 are set by each destination (US HTS, EU CN/TARIC, GB). Give every product a code for each market you sell to. If a destination code is missing, Shopify guesses one at checkout and that guess reaches

Question 29

EORI: do I need my own?

Accepted Answer

Yes — a GB EORI is a required field at sign-up. Apply free at www.gov.uk/eori (you need a Government Gateway login; usually issued within a few days). Don't enter Teleship's number, and don't build one from your VAT number — the field is validated.

Question 30

The commercial invoice (digital, currency, what's on it)

Accepted Answer

No printing. Teleship generates the commercial invoice from the order at label purchase and transmits it electronically to the carrier and customs. You can download a PDF from the shipment for your records.

Question 31

Customs holds and document requests

Accepted Answer

Customs clearance has no fixed timeline but parcels almost always clear within days. When a carrier or customs office requests documents, reply on your support ticket with exactly what was asked (product link/photo, seller invoice, proof of payment, manuf

Question 32

Tax-inclusive prices and how Teleship reads them

Accepted Answer

If your storefront prices include UK VAT, configure Shopify so the tax portion is separated at checkout for international customers; otherwise destination VAT and duty are calculated on top of an already-taxed price and your customer overpays.

Question 33

Payment requests from carriers and duty-payment pages

Accepted Answer

On a Teleship DDP parcel, your customer should never be asked to pay. If they are, forward the request to cs@teleship.com — we check it with the carrier and refund the customer if they paid.

Question 34

How to track a parcel and what the events mean

Accepted Answer

Every Teleship shipment has a Teleship tracking ID starting with TS (e.g. TSGBUS…, 15 characters). Track it at teleship.com/tracking, in the app under Shipments, or from the Shopify order (the ID is written back as the tracking number). The page shows the

Question 35

Delivery times by service and destination

Accepted Answer

Counted in business days from hand-over to Royal Mail or DHL: Teleship DDP Tracked 4–6 (Western Europe), 5–7 (US), 6–9 (other markets); USPS Postal DDP 7–11; DHL Express Worldwide 2–5; DHL Economy Select 3–6.

Question 36

Tracking hasn't moved for days / held in customs

Accepted Answer

Pauses of 2–5 business days are usually line-haul consolidation, a carrier hand-over, or customs clearance. Our system flags any shipment with no movement for 5 business days or past its ETA and opens a carrier investigation automatically; you can also em

Question 37

"Delivered" but the customer has nothing

Accepted Answer

Ask the customer to (1) check the mailbox, porch, parcel locker and safe places, (2) ask household members and neighbours, (3) for USPS, visit the local post office with the tracking number — they often hold extra detail (USPS gives no GPS proof). If stil

Question 38

Failed delivery attempt, not home, collection deadlines, Return-to-Sender

Accepted Answer

The last-mile carrier leaves a notice, tries again, or takes the parcel to a pickup point; most carriers hold it 2–7 days before scanning it Return to Sender. Once RTS is scanned it cannot be redirected — it comes back to you and return costs apply (2.8).

Question 39

Changing the address after dispatch

Accepted Answer

Email cs@teleship.com with the TS number and the corrected address as soon as possible. Before the parcel leaves the UK we can often update it; once it's in international transit, changes depend on the last-mile carrier and often require the recipient to

Question 40

Wrong parcel or wrong contents received

Accepted Answer

Email cs@teleship.com with the order/TS numbers, what was expected, what arrived, and photos of the label and contents. Don't forward the goods to the other customer based on the label — we'll arrange recovery, redirection or a claim.

Question 41

Damaged parcel or packaging

Accepted Answer

Ask the customer for photos of the outer packaging, the inner packaging and the damaged goods, and keep everything until the claim is settled. Send them to cs@teleship.com with the TS number and file the claim at claims.teleship.com (5.2).

Question 42

Route suspensions and service updates

Accepted Answer

Lane status is announced in the banner at the top of Orders in the app (and on the tracking page for affected parcels). While a lane is suspended, its service disappears from checkout and the app for that destination; parcels already in transit are held o

Question 43

How to file a claim

Accepted Answer

When we confirm a parcel is lost (after the investigation) or it arrives damaged/short, go to claims.teleship.com, enter the TS number, and upload your COGS invoice — the invoice you paid your supplier for the specific item(s) shipped — within 20 days of our notification.

Question 44

The parcel turns up after the claim

Accepted Answer

If the parcel is located before the claim is submitted, we can't process the full claim — but the shipping fee is refunded for the delay and the parcel is delivered or returned. If it turns up after a credit was issued, tell us; we'll deliver or return it

Question 45

What is not covered

Accepted Answer

Late delivery alone (no compensation for delay; shipping is refunded only when we caused a return). Cosmetic damage to outer packaging with intact goods. Theft after a valid last-mile delivery (police report; goodwill is your call). Parcels containing pro

Question 46

What Teleship covers: lost, damaged, missing contents, misdelivery

Accepted Answer

On Teleship services every parcel is covered: if it is confirmed lost, delivered damaged or arrives with missing contents, we refund the shipping, duties and taxes and compensate the cost of goods up to £80, so you can reship at no cost. On DHL services,

Question 47

Invoices, cost reports, top-up balance

Accepted Answer

app.teleship.com → Account → Settings → Billing. Invoices tab: pick a date range → Export CSV for a per-shipment cost report; individual invoices/receipts are listed with download links, bulk download available. Top-up balance and its history are on the s

Question 48

Billable-weight adjustments after dispatch

Accepted Answer

Not a penalty — a true-up. Every parcel is measured at the hub and by the carrier; if the measured billable weight (1.7) is higher than what you declared, the difference in rate is charged. Adjustments are batched a few times a month and listed under Ship

Question 49

Surcharges — when they happen and when they don't

Accepted Answer

The price at label purchase is the price, provided the declaration is accurate. Fuel, FX and the Royal Mail first-mile label are already inside the rate. There are no residential, remote-area, peak or signature surcharges on Teleship services.

Question 50

Rate guarantees and how often rates change

Accepted Answer

Rates aren't locked. Teleship rates change at most about once a month (FX and fuel); DHL rates weekly. The current UK on-demand table is linked from teleship.com/pricing. Contract accounts get a fixed rate card for the contract term. For pre-orders see 2.

Question 51

Can I use my own carrier account?

Accepted Answer

No. On Teleship services, Teleship is the carrier — that's how DDP, the price and the claims process are guaranteed — and you choose between Teleship and DHL services. Last-mile carriers are selected by lane (USPS or regional partners in the US, national

Question 52

Analytics and reporting

Accepted Answer

The dashboard shows shipments, costs and delivery performance by destination and service; the CSV export (6.1) gives per-shipment shipping, duty and tax lines for your own analysis. Custom reports on request.

Question 53

Prohibited items

Accepted Answer

Never through Teleship, any service, any destination: food, plants and animal products; alcohol, tobacco and any excise goods; batteries of any kind (including in devices) [see 7.2 for DHL]; liquids; chemicals and hazardous materials; cosmetics [see 7.2];

Question 54

Restricted items: liquids, batteries, food, cosmetics, CPSC/FDA

Accepted Answer

Teleship services cannot carry liquids, batteries (including lithium cells in electronics), cosmetics, food or supplements on any lane. DHL services will support some of these categories (liquids, certain batteries) — not yet enabled; ask support before b

Question 55

PO boxes, military and remote addresses

Accepted Answer

US PO boxes: yes, on USPS Postal DDP Tracked (postal clearance); Teleship DDP Tracked (commercial clearance) cannot deliver to PO boxes. Everywhere else: use a street address; PO box acceptance varies by last-mile carrier and we'll check on request. APO/F

Question 56

B2B, wholesale, and high-value shipments

Accepted Answer

Teleship is a B2C service: parcels to private consumers. B2B shipments — wholesale, orders to retailers or distributors, samples to businesses, anything the buyer imports for resale — are not supported, including under DDP; the tax and importer-of-record

Question 57

Packaging EPR / PPWR — is it included?

Accepted Answer

No. Packaging EPR registration (Germany LUCID, France CITEO, Spain, Italy…), the EU Packaging & Packaging Waste Regulation (PPWR) obligations, and authorised-representative services are outside the shipping service. Teleship acting as IOSS party or Mercha

Question 58

Tracking my order

Accepted Answer

Your store's shipping email contains a tracking number starting with TS (e.g. TSGBUS…). Enter it at teleship.com/tracking. The page shows every step from the UK to your door and, once your parcel is in your country, the name of the local delivery company

Question 59

My parcel is late or hasn't moved

Accepted Answer

International parcels often show no update for 2–5 business days while they move between hubs or clear customs — this does not mean it's lost. Typical delivery is 4–6 business days to Western Europe (6–9 to other markets), 5–7 to the US (7–11 by the postal

Question 60

I wasn't home / collection / redelivery

Accepted Answer

The local carrier will leave a card, retry, leave it with a neighbour where safe, or take it to a pickup point — the options depend on the carrier and country, and they are on the carrier's website under the local tracking number (8.1). Act quickly: most c

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