Sometimes a parcel can be unintentionally booked as a smaller size than it actually is. We’ve found this happens most often when there’s been a miscalculation of weight and total dimensions–outer packaging also contributes to the total dimensions–and if this happens, you will likely notice an adjustment charge added to your order.
Also, please don't use packaging that shows branding from other carriers (for instance, FedEx, UPS or flat rate boxes), as this can contribute to adjustment charges being added to your order.
This article will explain what adjustment charges are, how they’re calculated and how to avoid them in the future.
Adjustment charges
If you notice an adjustment charge on your Sendle order or on your invoice, it’s usually because the parcel was booked as a smaller size than it was weighed and measured at the sorting facility. The machines measure the size of the parcel in its entirety – the weight and outer packaging dimensions.
Adjustment charges are added to your order if there is a discrepancy in what size was booked and the actual weight or dimensional weight of the parcel. Adjustment charges may be applied to invoices up to 60 days after an order is completed.
Here’s how adjustments are applied:
- Once your parcels are picked up, they go through a dimension and/or weight measuring machine at the sorting facility, which determines the exact weight and dimensions.
- This information is processed by Sendle, and if the size is larger than what was originally booked, the order is adjusted to reflect the actual weight or the dimensional weight of the parcel. Adjustments could be more expensive than if you booked the parcel as its correct size outright – so make sure you always weigh and measure your parcels correctly to get the best, most accurate price.
- The adjustment charge will be shown on the parcel’s tracking page and on your invoices.
Here’s an example:
Say you have selected the Shoebox classic size for a shipment going from NYC to LA. You’re quoted and charged $17.16. Everything is dandy!
Since you have selected the Shoebox classic size your shipment can’t exceed 10lb. But when the shipment is picked and scanned at the sorting facility the automated scale measures your parcel at 13lb.
Based on the measured weight, the price should be $41.85 for this order. Therefore, the adjustment charge will be $24.69 – which covers the difference between the booked size and the actual size.
How to avoid adjustment charges:
When you’re booking your next shipment, choose a size that fits both the weight and total dimensions under the limit. We always recommend measuring and weighing your parcel to get the best, most accurate price.
Our custom size tool in the order form makes this super easy: just enter your parcel’s dimensions and weight, and it will select the correct size for you. (And you can even save it for future use as a 'Saved size'!)
If a parcel has been over-stuffed or not packaged quite right, it can add extra dimensions to the parcel – which means there often needs to be an adjustment made to the booking. If your parcel is packaged in a loose bag, remember to tape it down to avoid paying for unused space.
Other charges
Oversized charge
You may be charged an extra fee if the parcel is measured at the depot and declared to be over the maximum dimensions Sendle can ship (that's anything over 70 lb and/or 11,629 in³). This will show as an 'oversized charge', and takes into account a number of factors, like distance traveled, pickup and delivery locations, and how much the parcel is over the limit.
Carrier-branded packaging
To avoid an extra charge (from an additional cost the carrier passes on), please don't send your packages in branded or flat rate boxes from carriers such as USPS, FedEx or UPS (though your own personal brand is fine!). To find out more, check out our packaging guidelines.
If you believe the adjustment has been made in error, we recommend you reach out to our support team. Just make sure you include any relevant information like parcel weight and dimensions, or even photos (if you have them). We can then follow it up with our delivery provider, who will verify this information with photos from the scanning machines.
Used refunded labels
We strongly recommend against shipping any orders that have been cancelled, as these may be refused by the driver, or disposed of. Instead, we recommend creating a new shipping label.
If you ship a cancelled order that has already been refunded, an adjustment charge for the original purchase price will be applied, reinstating the original delivery price. This will appear on your invoice with the description Used refunded label. Please note: if you ship a cancelled order, they are not eligible for cover or extra cover.