Terms of Service

1.Agreement to these terms

These Terms of Service (the "Terms") are a binding contract between you and BoxHero Logistics Corp, a New York corporation with offices at 905 Remsen Avenue, Brooklyn, NY 11236, doing business as ShipLane ("BoxHero," "ShipLane," "we," "us," or "our").

By creating an account, buying a label, or otherwise using our websites, applications, or application programming interfaces (together, the "Services"), you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Services.

If you use the Services on behalf of a company or other organization, you represent that you are authorized to bind that organization, and "you" means both you and that organization.

Independently owned retail pack-and-ship locations that operate our counter software are governed by the separate Partner Hub Agreement, not by these Terms.

2.What ShipLane is and is not

2.1 Our role

ShipLane is a technology platform that lets you compare shipping rates from multiple carriers, purchase shipping labels, consolidate shipments, and track packages. We act as your agent for the limited purpose of arranging transportation and purchasing shipping services on your behalf. Where a shipment is consolidated at a BoxHero facility and injected into a carrier's network, we perform that consolidation as a service to you.

2.2 We are not a carrier

BoxHero is not a motor carrier, air carrier, freight forwarder of record, or common carrier, and we do not transport your packages. Every shipment is carried by a third-party carrier that you select at the time of purchase. The transportation contract for each shipment is between you and that carrier. The carrier's own tariff, terms of service, or service guide governs how the package is handled, what liability the carrier accepts, and what claims it will pay.

By purchasing a label you agree to the terms of the carrier you selected, and you appoint us as your agent to accept those terms on your behalf. Links to current carrier terms are available in the app at the point of purchase and on request.

2.3 Carrier availability

The carriers and service levels shown depend on origin, destination, package characteristics, day of week, and carrier capacity. Alternative and regional carriers may serve only certain postal codes and may not be offered for every shipment. We may add, remove, or suspend a carrier or service at any time without notice.

3.Eligibility and your account

You must be at least 18 years old and able to form a binding contract. You may not use the Services if you are barred from doing so under United States law or the law of your jurisdiction, or if we have previously terminated your account.

You agree to provide accurate, current, and complete registration information and to keep it updated. You are responsible for everything that happens under your account, including labels purchased and funds spent, and for keeping your password confidential. Notify us immediately at support@boxhero.com if you suspect unauthorized access.

Business accounts may add additional users. The account owner is responsible for the acts and omissions of every user on the account and for setting appropriate permissions.

We may require identity or business verification before enabling certain features, raising limits, or releasing funds. We may decline to open or continue an account for any lawful reason.

4.Rates and quotes

Rates displayed in the Services are generated from carrier rate data and from rates BoxHero has negotiated. A quote is an estimate based entirely on the information you provide: origin, destination, weight, dimensions, declared value, service level, and residential or commercial classification.

A quote is not a fixed price. It becomes a purchase price only when you buy the label, and it remains subject to Section 6 adjustments afterward. Quotes expire; a quote that is more than a few minutes old may be repriced before purchase.

Our automated package-size estimator is a convenience feature that suggests likely dimensions from your description of the contents. Its suggestions are estimates and you remain responsible for entering accurate measurements.

Prices shown include our margin. We buy carrier capacity at wholesale and resell it, and the difference between the carrier's cost and the price you pay is our compensation. We may change our margin at any time; changes apply to labels purchased after the change.

Rates may include or exclude surcharges depending on the carrier, including fuel, residential delivery, extended area, delivery area, oversize, additional handling, peak season, address correction, and Saturday delivery surcharges. Surcharges that are not known at the time of quoting are assessed under Section 6.

5.Wallet, payment, and refunds

5.1 The ShipLane wallet

Labels are paid for from a prepaid balance held in your ShipLane wallet. You fund the wallet by card or bank transfer through our payment processor. Funds in the wallet are a prepaid credit toward shipping services purchased through the Services. They are not a deposit account, they are not insured by the Federal Deposit Insurance Corporation, and they do not earn interest.

5.2 Automatic top-up

If you enable automatic top-up, you authorize us to charge your saved payment method for the amount you set whenever your balance falls below your chosen threshold. You can change or disable automatic top-up in your account settings at any time.

5.3 Negative balances

Carrier adjustments, chargebacks, and reversals can push your wallet balance below zero. You agree to repay any negative balance promptly, and you authorize us to charge your saved payment method for the amount owed. We may suspend label purchasing until the balance is cured and may recover amounts owed through collection efforts and recovery of our reasonable costs.

5.4 Withdrawals and refunds of wallet funds

You may request a refund of an unused wallet balance at any time. We will return the funds to the original payment method where possible, less any amounts you owe us, within 10 business days of verifying the request. We may decline or delay a withdrawal where we reasonably suspect fraud, where a chargeback or dispute is pending, or where required by law.

5.5 Label refunds

Refunds for unused labels are governed by Section 7. Refunds are credited to your wallet, not to your card, unless you close your account or we determine otherwise.

5.6 Taxes

Prices do not include taxes. You are responsible for any sales, use, value-added, or similar taxes on the Services, other than taxes on our income. Duties and import taxes on international shipments are addressed in Section 10.

5.7 Chargebacks

If you dispute a charge with your card issuer without first contacting us, we may suspend your account pending resolution. Filing a chargeback for a label that was used does not release you from paying for it.

5.8 Dormant balances

If your account has no activity for three consecutive years and a balance remains, we will attempt to contact you at your account email. Unclaimed funds are handled under applicable unclaimed property law.

6.Carrier billing adjustments

You authorize us to charge your wallet, and if the wallet is insufficient your saved payment method, for any adjustment a carrier assesses on a shipment you created, including:

• weight or dimensional weight corrections, including corrections based on the carrier's measurement of the package;
• address corrections and residential or commercial reclassification;
• surcharges applied after tender, including additional handling, oversize, extended area, delivery area, peak season, and fuel;
• return-to-sender, redirect, refusal, storage, and disposal charges;
• duties, taxes, brokerage, and customs charges billed back to the sender; and
• any other charge the carrier assesses against the shipment under its tariff.

Adjustments typically arrive from carriers within 30 to 90 days of the ship date, and occasionally later. We may charge an adjustment up to 180 days after the ship date, and longer where the carrier bills us later than that. We show every adjustment in your transaction history with the carrier's stated reason.

If you believe an adjustment is wrong, tell us within 30 days of the date it appears in your account and we will dispute it with the carrier on your behalf. Carriers decide these disputes and their decision is final. We are not obligated to credit an adjustment the carrier does not reverse, and we do not absorb carrier adjustments.

Repeated material understatement of weight or dimensions is a violation of these Terms and may result in suspension under Section 17.

7.Labels, voids, and expiration

A label is licensed for a single shipment. Copying, reusing, altering, reselling, or transferring a label is prohibited and may constitute fraud against the carrier.

Ship-by dates. Labels must be tendered on or near the ship date you selected. Most carriers reject or surcharge labels tendered materially after the ship date.

Voiding an unused label. You may request a void for a label that has not been scanned into a carrier network. Refund windows and eligibility are set by the carrier, not by us. As a general rule, requests must be submitted within 30 days of purchase, and shorter windows apply to some carriers. Certain carriers on our platform do not support voiding at all; where that is the case we disclose it before purchase and no refund is available once the label is generated.

A void request is a request to the carrier. A refund is credited to your wallet only after the carrier confirms the label was not used. If a package is later scanned on a voided label, we will re-charge the shipment cost plus any carrier penalty.

Used labels are not refundable. Once a package receives an acceptance or origin scan, the transportation service has been purchased and the label cannot be voided, regardless of whether the shipment is later returned, refused, or lost.

8.Your shipment obligations

For every shipment you create, you represent and agree that:

• You are the owner of the goods or are authorized by the owner to ship them.
• All information you enter is accurate and complete, including weight, dimensions, contents, declared value, and the sender and recipient details.
• You obtained the recipient's address lawfully and are permitted to share it with us and the carrier for delivery.
• The contents are lawful to ship and comply with Section 9 and with the selected carrier's rules.
• The package is packed to withstand normal handling in an automated parcel network, with adequate internal cushioning, a rigid outer container appropriate to the contents, secure closure, and no prior labels or markings visible.
• The label is affixed flat, unobstructed, and on the largest surface of the package, and any hazardous materials markings required are applied.
• You will tender the package to the correct carrier or an authorized drop-off point for the service you purchased.

Improper packaging is the leading cause of denied damage claims. Carriers routinely deny claims where packaging was inadequate for the contents, and we have no ability to overturn that.

9.Prohibited and restricted items

9.1 Never permitted

You may not ship the following through the Services on any carrier:

• illegal drugs, controlled substances, and drug paraphernalia;
• cannabis, marijuana, and derived products, including hemp-derived products in excess of federal limits or into a jurisdiction where they are unlawful;
• firearms, firearm receivers, silencers, ammunition, explosives, fireworks, and destructive devices;
• live animals, human remains or body parts, and biological specimens outside a compliant program;
• counterfeit goods, stolen property, and items that infringe a third party's intellectual property;
• currency, bullion, bearer instruments, negotiable instruments in bearer form, and lottery tickets;
• hazardous materials, dangerous goods, and infectious substances, except where the specific carrier permits them, you have declared them, and you comply with all applicable regulations;
• items whose export, import, or transport is prohibited by law, including items destined for a sanctioned party or country; and
• any item the selected carrier prohibits.

9.2 Restricted, carrier-dependent

Alcohol, tobacco and nicotine products, lithium batteries and devices containing them, aerosols, perishables, pharmaceuticals, live plants, and high-value jewelry or electronics are permitted only where the carrier expressly allows them, licensing requirements are met, and the shipment is properly declared and packaged. Many alternative and regional carriers do not accept these categories at all.

9.3 Consequences

If you ship a prohibited or restricted item, the carrier may seize, hold, return, or dispose of the package, and may report it to authorities. You are responsible for all resulting fines, penalties, charges, and costs, and you will have no claim against us or the carrier for the item's value. We may suspend or terminate your account and report the shipment to the carrier or to law enforcement.

We do not inspect packages and we do not verify contents. Compliance is entirely your responsibility.

10.Customs, export, and sanctions

For international shipments you are the exporter of record and, unless you have arranged otherwise, the recipient is the importer of record. You are responsible for the accuracy and completeness of all customs documentation, including item descriptions, quantities, values, harmonized tariff codes, and country of origin. Undervaluing goods or misdescribing them to reduce duty is unlawful.

Duties, taxes, and brokerage fees are the recipient's responsibility unless you select a delivered-duty-paid service. If the recipient refuses to pay, the carrier may return, abandon, or dispose of the shipment and bill charges back to you under Section 6.

You will comply with all United States export control laws and economic sanctions administered by the Office of Foreign Assets Control, and with the equivalent laws of any other relevant jurisdiction. You may not use the Services to ship to or from a sanctioned country or region, or to or on behalf of a party on a restricted party list. You represent that you are not such a party.

We may screen shipments against restricted party and denied party lists and may cancel any shipment that triggers a match, without liability.

11.Transit times and delivery

Transit times shown in the Services are estimates, not guarantees. They are derived from carrier data and our own network observations, and we deliberately display a conservative estimate that adds buffer to the carrier's published figure. Weather, carrier capacity, peak volume, mechanical failure, address problems, customs, and other events routinely affect delivery.

We do not offer a money-back delivery guarantee. Where a carrier offers a guaranteed service and you purchase it, any guarantee is provided by that carrier under its own terms, and any refund is subject to the carrier granting it. We will submit a guarantee claim on your request but we do not fund it ourselves.

Delivery instructions, signature requirements, and hold-for-pickup options are available only where the carrier supports them. Delivery to a location the recipient designates, including a doorstep, is delivery. Once a carrier records delivery, the carrier's liability generally ends, and theft after delivery is not a carrier claim.

Undeliverable packages may be returned, held, or disposed of under the carrier's rules, with charges billed under Section 6.

12.Loss, damage, and claims

12.1 Carrier liability

Liability for loss of or damage to a shipment is the carrier's, and it is limited by the carrier's tariff or terms. Most carriers limit liability to a low default amount, commonly $100 per shipment, unless a higher value is declared and the applicable charge paid. Some alternative and regional carriers accept lower liability or none at all. The applicable limit is shown or linked at the time of purchase.

12.2 Declared value and insurance

Declaring a higher value, where offered, increases the carrier's liability limit for that shipment. It is not insurance. Where third-party parcel insurance is offered through the Services, it is a separate contract between you and the insurer, subject to that insurer's policy, exclusions, and claim procedures. We are not the insurer and we do not adjudicate insured claims.

12.3 Filing a claim

Report a lost or damaged shipment to us as soon as you discover it and, in every case, within the carrier's claim window. Windows are short and vary by carrier; many require notice of visible damage within 5 to 15 days of delivery and notice of loss within 30 to 60 days of the ship date. Missing the carrier's window ends the claim, and there is nothing we can do to revive it.

You must keep the package and all packaging material until the claim is resolved, and provide photographs, a proof of value such as an invoice or order record, and any other documentation the carrier requires.

12.4 What we do

We will file and pursue the claim with the carrier on your behalf at no additional charge and pass through any payment we receive. We do not guarantee any outcome. Carriers deny claims for many reasons, most often insufficient packaging, insufficient documentation, prohibited or restricted contents, undeclared value, and late notice.

12.5 Our own liability

Our liability for our own acts and omissions in arranging transportation, including consolidation and injection at a BoxHero facility, is governed by Section 19.

13.Returns

Where the Services offer return labels, including scan-based return labels that are charged only if used, they are subject to the same rules as outbound labels. Charges for a scan-based return label are assessed when the label is first scanned, at the rate in effect on that date, not at the rate on the date the label was created.

Returns processing performed at a BoxHero facility, where you have arranged it, is provided under a separate services agreement and is not covered by these Terms.

14.Acceptable use and API

You may not, and may not permit anyone else to:

• use the Services for any unlawful purpose or in violation of any carrier's terms;
• scrape, harvest, or systematically extract rate data, or use the Services to build or benchmark a competing rate database;
• resell, sublicense, or provide access to rates or labels to third parties, except through a Partner Hub agreement with us;
• reverse engineer, decompile, or attempt to derive source code from the Services;
• probe, scan, or test the vulnerability of our systems, or breach or circumvent authentication or security;
• send automated traffic that exceeds documented rate limits or degrades the Services;
• submit false, misleading, or fraudulent shipment information;
• use another person's payment method or account without authorization; or
• interfere with any other user's use of the Services.

API access is granted under keys issued to your account. You are responsible for keeping keys secret and for all activity under them. We may impose and change rate limits, and may revoke keys for abuse.

15.Intellectual property

The Services, including all software, interfaces, text, graphics, logos, and the ShipLane and BoxHero names and marks, are owned by BoxHero or its licensors and are protected by intellectual property law. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Services for your own shipping, subject to these Terms. All rights not expressly granted are reserved.

You retain ownership of the data you submit. You grant us a worldwide, non-exclusive, royalty-free license to host, process, transmit, and display that data as needed to provide the Services and as described in the Privacy Policy, including creating aggregated and de-identified analytics.

If you send us feedback or suggestions, we may use them without restriction or compensation.

16.Third-party services

The Services depend on third parties, including carriers, rating and label platforms, payment processors, and any store or marketplace integration you connect. Those services are governed by their own terms, and their availability is outside our control. An outage, price change, policy change, or termination by a third party may change or interrupt what the Services can do, and we are not liable for it.

17.Suspension and termination

You may close your account at any time in your settings or by contacting us. Closing an account does not relieve you of amounts owed, including adjustments that arrive after closure.

We may suspend or terminate your access, with or without notice, if you breach these Terms, if we reasonably suspect fraud or unlawful activity, if a carrier requires it, if your account carries an unpaid negative balance, or if required by law. Where the circumstances allow, we will give notice and an opportunity to cure.

On termination, your license to use the Services ends, unused labels may be voided, and we will return any remaining wallet balance under Section 5.4, less amounts you owe. Sections 5.3, 6, 9.3, 12, 15, 18, 19, 20, 21, 22, and 24 survive termination.

18.Disclaimers

Some jurisdictions do not allow the exclusion of certain warranties, so parts of this section may not apply to you.

19.Limitation of liability

These limits apply even if a limited remedy fails of its essential purpose, and they allocate risk between us in exchange for the pricing of the Services. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

20.Indemnification

You will defend, indemnify, and hold harmless BoxHero and its officers, directors, employees, and agents from and against any claim, demand, loss, liability, fine, penalty, damage, and expense, including reasonable attorneys' fees, arising out of or relating to: your use of the Services; the contents, packaging, or lawfulness of any shipment you create; any inaccurate information you provide, including weights, dimensions, addresses, and customs declarations; your breach of these Terms or of any carrier's terms; your violation of any law, including export control, sanctions, hazardous materials, and privacy law; and any claim by a recipient or third party relating to a shipment you created.

21.Dispute resolution and arbitration

21.1 Talk to us first

Before starting a formal proceeding, you agree to send a written notice of dispute to legal@boxhero.com describing the dispute and the relief you seek. We will do the same for any dispute we have with you. Both parties will try in good faith to resolve the matter within 60 days.

21.2 Agreement to arbitrate

If the dispute is not resolved, you and BoxHero agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services will be resolved by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules or Commercial Arbitration Rules, as applicable. The Federal Arbitration Act governs this section.

Arbitration will take place in Kings County, New York, or, at your election, in the county where you reside, or by telephone or video conference. The arbitrator may award any relief a court could award to that individual claimant. Judgment on the award may be entered in any court of competent jurisdiction.

21.3 Class action waiver

21.4 Your right to opt out

You may opt out of Sections 21.2 and 21.3 by emailing legal@boxhero.com with the subject line "Arbitration Opt-Out," your name, and the email address on your account, within 30 days of first accepting these Terms. Opting out has no other effect on your account and does not affect any other part of these Terms.

21.5 Exceptions

Either party may bring an individual claim in small claims court, and either party may seek injunctive relief in court to protect intellectual property or to stop unauthorized access to the Services. Nothing here prevents you from reporting a matter to a government agency.

21.6 Severability of this section

If Section 21.3 is found unenforceable as to a particular claim or request for relief, that claim or request will be severed and heard in court, and the remainder will proceed in arbitration.

22.Governing law and venue

These Terms are governed by the laws of the State of New York, without regard to its conflict of laws rules, and by applicable federal law, including federal transportation law where it preempts state law. For any dispute not subject to arbitration, you and BoxHero consent to the exclusive jurisdiction and venue of the state and federal courts located in Kings County, New York.

The United Nations Convention on Contracts for the International Sale of Goods does not apply.

23.Changes to these terms

We may update these Terms. We will post the updated version with a new effective date and, for material changes, give notice by email or in the Services at least 15 days before they take effect. Changes apply prospectively. Continuing to use the Services after the effective date means you accept the updated Terms. If you do not accept them, stop using the Services and request a refund of your unused wallet balance under Section 5.4.

A material change to Section 21 will give you a fresh 30-day right to opt out under Section 21.4.

24.General provisions

Entire agreement. These Terms, the Privacy Policy, and any order form or written agreement referencing them are the entire agreement between you and BoxHero about the Services, and supersede prior discussions.

Severability. If a provision is held unenforceable, it will be limited or severed to the minimum extent necessary and the rest will remain in effect.

No waiver. Our failure to enforce a provision is not a waiver of it.

Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition, or sale of assets.

Force majeure. Neither party is liable for a delay or failure caused by events beyond its reasonable control, including natural disasters, severe weather, labor disputes, epidemics, war, terrorism, civil unrest, government action, carrier network failures, and utility or internet outages.

Independent contractors. Nothing here creates a partnership, joint venture, employment, or franchise relationship between you and BoxHero.

Notices. We may give notice by email to the address on your account or by posting in the Services. Notices to us go to legal@boxhero.com and to the mailing address in Section 25.

Electronic contracting. You consent to transact electronically and agree that your electronic acceptance, electronic signatures, and records satisfy any requirement that an agreement be in writing.

Third-party beneficiaries. Carriers are intended third-party beneficiaries of Sections 8, 9, 10, and 20.

Headings. Headings are for convenience only and do not affect interpretation.

25.Contact us