uShip Customer Service: Practical, Expert Guide for Shippers and Carriers

Overview and key facts

uShip (uship.com) is an online freight marketplace launched in 2004 and headquartered in Austin, Texas. Over two decades it has scaled to a marketplace model connecting customers with a large network of transport providers—commonly cited as more than 100,000 carriers across the U.S., Canada and parts of Europe. The platform is optimized for non-standard shipments: vehicles, furniture, machinery, and freight that fall outside typical parcel services.

Because uShip is a marketplace rather than a single carrier, “customer service” covers three distinct domains: platform-level support (account, payments, technical issues), peer-to-peer dispute handling (shipper vs. carrier communications mediated by uShip tools), and insurance/claims (cargo damage or loss handled via carrier insurance or third-party policies). Understanding which domain your issue falls into reduces resolution time and helps you contact the right channel immediately.

How uShip customer service works in practice

Platform support handles account access, billing/questions about uShip fees, technical problems with listings or the mobile app, and assistance navigating payment holds. For transactional problems—late pickup, nondelivery, damage—the preferred first step is to resolve directly through the platform’s secure messaging and upload photos, documents, and delivery receipts to build an evidence trail.

uShip generally enforces a “do not pay outside the platform” policy: payments processed through uShip’s system provide a record and may trigger the platform’s mediation processes if a dispute arises. Expect initial responses from platform support within 24–72 hours for routine queries; complex claims or investigations involving carriers and insurers commonly take 7–21 days or longer, depending on documentation and third-party insurer timelines.

Contact channels and expected response times

The primary support entry points are: the Help Center at https://support.uship.com, secure in-platform messaging on uship.com or the uShip mobile app, and the uShip community forums at https://community.uship.com. These are also where you will find article-based troubleshooting (account recovery, posting shipments, payment holds). For urgent account or billing issues, use the in-app “Contact Support” link so agents can access your transaction history immediately.

uShip does not publish a universal consumer hotline for every region; the platform steers most customers to the online Help Center to attach screenshots and upload proof. Typical initial response is 1–3 business days; escalation for claims can extend to 2–6 weeks when insurance carriers are involved. Keep timestamps, photos, BOL (bill of lading), and signed delivery confirmations ready to shorten that window.

What to include when you open a support ticket

• Basic identifiers: uShip booking number (example format: #US12345678), account email, dates of pick-up and delivery, and the carrier’s name or DOT number when available.
• Clear chronology: timestamps for messages, estimated vs. actual pickup/delivery times, and when the issue was first reported to the carrier. This reduces back-and-forth and cuts average resolution time by up to 50% in practice.
• Evidence pack: photos of damage (with object scale like a ruler), invoice or valuation for the item, signed delivery receipts, and any third-party communications (e.g., text or email confirmations) — upload in PDF or JPEG, 2–10 MB per file recommended.

Claims, refunds, and dispute resolution

Claims typically follow three pathways: 1) straightforward refunds for canceled or unfulfilled bookings, 2) carrier-level cargo claims processed under the carrier’s insurance (many commercial carriers maintain cargo liability limits commonly $100,000 on their DOT filings), and 3) third-party insurance purchased by shippers. If you purchased extra cargo insurance, submit the insurer’s claim per their stated timelines—most require notification within 24–72 hours of delivery or discovery of loss.

For refunds of booking fees when a carrier cancels, uShip usually processes refunds back to the original payment method; processing times depend on your bank (3–10 business days). When mediation is required, uShip agents act as neutral facilitators: they will summarize communications, validate documentation, and propose resolutions. If mediation fails, parties may need to escalate to small-claims court or arbitration depending on the contract terms—keep a copy of uShip’s Terms of Service (available at https://www.uship.com/terms/) for applicable timelines and jurisdiction clauses.

Practical tips to speed resolution and reduce issues

Preparation prevents the majority of disputes. When posting a load, provide exact dimensions, weight, photos, and realistic pickup/drop windows; inaccurate listings are the most common source of rate renegotiations and service failures. For pricing expectations, small local moves often range $75–$500, mid-size interstate moves $400–$2,500, and specialized enclosed vehicle transport can range $900–$2,000 for cross-country trips—use these ranges only as planning estimates and request carrier quotes with itemized line items.

When receiving service, use the platform’s secure payment and messaging. If a problem occurs, escalate immediately: open a support ticket within 24–48 hours, provide the evidence pack described above, and request a written timeline for next steps. Retain all receipts and take dated photos at pick-up and delivery; carriers and insurers prioritize contemporaneous documentation and notes from both parties.

Additional resources and escalation paths

For official policies, billing questions, or to read up on dispute procedures, start at the uShip Help Center (https://support.uship.com) and the Terms of Service page (https://www.uship.com/terms/). If you represent a commercial account or broker large volumes, contact your account manager through the business portal for priority support and SLAs—enterprise clients commonly negotiate response times of 24 hours or less and custom billing terms.

If you still need assistance after platform mediation, consider filing a complaint with state consumer protection agencies or the Better Business Bureau; maintain your documentation and correspondence history, which will be critical for any third-party escalation. By preparing the right documents, using in-platform tools, and contacting support immediately, most uShip issues can be resolved in days rather than months.

How legit is uShip?

uShip staff reviews
79% of those customers were happy or satisfied, ranking uShip ninth among car shipping companies on our site. Positive reviewers told us their drivers handled everything professionally and kept them updated throughout the process.

How much is the service fee on uShip?

Service Charge
This is not a set fee, and is calculated based on the commodity you are shipping. The service charge is clearly listed along with the official bid price and total amount due on both active bids and at checkout.

How do I call uShip customer service?

1-800-698-7447
We suggest checking local and state guidelines before traveling. If you are unable to deliver a shipment, or if you have an active shipment that you are having difficulty delivering, please reach out to uShip Support anytime at [email protected] or by calling 1-800-698-7447 during our normal business hours.

Who is the owner of uShip?

Matt Chasen
uShip started in the back of a rent-a-truck. In 2001, Matt Chasen and his then fiancé, Heather, were moving from Seattle to Austin. The 9 ft. van Matt ordered was sold out, leaving them with an enormous 20 ft.

How do I talk to someone at ShipStation?

To learn more about ShipStation Chat support, please see Using the Chatbot. Submit a ticket by filling out our online support form. One of our agents will respond via email shortly. The support request web form is always available, whether you are logged into the help center or not.

Do people still use uShip?

Plenty of people use uShip for moving ordinary household items, but they ship a lot more than that. uShip made a name for themselves as an auto transport company, but they’ve expanded to offer various shipping options to meet demand.