Last Updated: June 22, 2026
Introduction
At Universal Shipping Inc. (USI Ship), we know that reliable logistics depends on reliable support. Whether you’re shipping FBA prep inventory, managing LCL/FCL ocean freight, coordinating LTL/FTL ground transport, or relying on our 3PL warehousing services, our support team is here to help keep your shipments moving and your business informed.
This Support Policy outlines how to reach us, what our support covers, and what you can expect from us in terms of response times and service.
Scope of Support
Our support team assists with:
- Shipment tracking and status updates
- Booking and documentation questions (BOLs, customs paperwork, invoices)
- FBA prep and inbound shipment coordination
- LCL/FCL and LTL/FTL freight inquiries
- 3PL warehousing and inventory questions
- Billing and invoice clarifications
- Account access and platform navigation issues
- General service questions and quote requests
Not covered under standard support:
- Customs delays or regulatory holds caused by third-party agencies
- Carrier-caused delays once freight is in transit with a third-party carrier
- Issues arising from inaccurate information provided by the customer (e.g., incorrect addresses, weights, or product details)
- Custom integrations or API development beyond standard onboarding
- On-site consulting or in-person visits (available as a separate paid service upon request)
Support Channels
| Channel | Best For | Availability |
| Phone: +1 909 628 2226 | Urgent shipment issues, time-sensitive questions | Mon–Fri, 9am–6pm EST |
| Email: sales.usi@usiship.com | Documentation, billing, general inquiries | Responses within 1 business day |
| Live Chat (usiship.com) | Quick questions, quote requests | 24/7 Response |
| Client Portal / Ticketing System | Tracking-specific issues, formal requests | 24/7 submission, reviewed during business hours |
Severity Levels & Response Times
| Severity | Examples | Target Response Time |
| Critical | Shipment stuck/missing, customs hold affecting delivery deadline | Within 2–4 hours |
| High | Documentation errors affecting clearance, urgent booking changes | Within same business day |
| Medium | Tracking discrepancies, invoice questions | Within 1 business day |
| Low | General inquiries, quote requests | Within 2 business days |
Resolution times vary depending on the issue and involvement of third parties (carriers, customs agencies, warehouses), but we’ll keep you updated throughout the process.
Customer Responsibilities
To help us provide fast and accurate support, customers are asked to:
- Provide accurate shipment details (weights, dimensions, product descriptions, addresses)
- Submit required documentation in a timely manner
- Respond promptly to information requests that may affect shipment processing
- Keep account and billing information current
- Review booking confirmations and documentation for accuracy before shipment departure
Exclusions
USI Ship’s support does not extend to:
- Losses or delays caused by force majeure (weather, port strikes, government action)
- Damage or loss occurring with third-party carriers outside our direct control (subject to carrier claims processes)
- Issues stemming from undisclosed or misdeclared cargo
- Support requests for accounts with overdue balances (service may be paused until resolved)
Escalation Process
If your issue isn’t resolved to your satisfaction through standard support channels:
- Request escalation directly with your support representative, or email
- Your case will be reviewed by a senior account manager within 1 business day
- For unresolved critical issues, you may request direct contact with Operations Manager
Maintenance & Service Updates
Planned maintenance to our client portal or tracking systems will be communicated in advance via email and/or a notice on usiship.com. We’ll aim to schedule maintenance during low-traffic hours to minimize disruption.
Policy Updates
This Support Policy may be updated periodically to reflect changes in our services or processes. The “Last Updated” date at the top of this page reflects the most recent revision. Continued use of our services constitutes acceptance of the current policy.
Contact Us
Universal Shipping Inc. Phone: +1 909 628 2226 Email: sales.usi@usiship.com Website: usiship.com/contact