Because your account details are tied to your customs authorization (the POA you signed at setup) and to how packages are matched to you, some changes go through our support team rather than the settings page.
How to change your pickup location or account details
Your name, address, phone number, and default pickup branch are verified details — contact support to change them and here's what to expect.
Changing your default pickup branch
Your default branch is shown under Settings → Pickup Location. To change it, contact us at 1-888-744-7779 or [email protected] with the branch you'd like — see Client Support Hours.
Two things to keep in mind:
- The change applies to future shipments. Anything already requested continues to the branch it was routed to.
- Mail-out shipments ignore the branch setting — in Ontario they always ship from our Mississauga facility. See Mail out / Package forwarding.
Changing your name, address, or phone number
These are shown read-only under Settings → Account Owner. Contact support to update them — changes to your legal name or business name may require re-signing the broker authorization, since customs declarations are filed under it.
Your mail-out delivery address doesn't require support: you can enter any address at checkout when you choose Mail Out, or set a custom address under Settings → Automation for Auto Mailout.
What you can change yourself
Right from Settings: password, 2-Step Verification and trusted devices, linked social accounts, notification and email preferences, language (English/French), and your saved cards under Payments.
One thing that never changes
Your SHP number stays the same for the life of your account — it's how every incoming package is matched to you, so keep using it on all US orders.
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