A person answers,
not a ticket robot
Arub is a small team and there is no support tier between you and the people who write the code. When you email, one of them reads what you actually wrote.
How to reach us
Email help@arub.com, or use the help link inside the app, which sends the same message with your account attached so you do not have to explain which instance you are on.
When
Monday through Friday, United States Eastern time, with an eye kept on the inbox on weekends because parcels do not stop on Saturday. We are not pretending to be a 24-hour operation.
How fast
Most things get a real answer the same business day. Anything that stops you shipping goes to the front of the queue ahead of everything else, including new features.
What helps us fix it faster
The order number, the shop it came from, and what you expected to happen instead. A screenshot beats a description, and if a carrier refused something, the message it gave you is usually the whole answer — Arub shows the carrier's own words rather than hiding them behind a code.
Things that are usually not us
A shipping tool sits between several companies having their own days. Knowing which one is broken saves everybody an afternoon.
A marketplace is down or slow
When Etsy, Amazon, Walmart or Shopify stops answering, orders stop arriving and tracking stops going back. Arub keeps trying rather than dropping the work, and the queue catches up on its own once they recover. Nothing is lost in the gap.
A carrier refuses a label
Usually an address the carrier will not accept, a weight or size outside the service, or an account limit. The refusal you see is the carrier's own reason, in plain English. Fix the flagged field and buy again.
A rate looks wrong
Nearly always the box, not the price. Light parcels in big boxes are charged on the space they take, which is why the same weight can cost twice as much in a bigger carton. Try the same parcel in a smaller box and quote it again.
Postage refunds look slow
Voiding a USPS label releases the postage back to your balance after a short hold rather than instantly, because that is how the refund settles at the other end. The app tells you the date to expect it.
If you find a bug
Tell us. Arub is young, and the reason the free six months exists is that early customers are doing us a favor by finding the rough edges in daylight.
Bugs that stop you shipping get fixed first and you get told when they are. Bugs that are merely annoying get a place in the queue and an honest answer about where in it. Feature requests get a straight yes, no, or not for a while — never a "great idea, we will look into it" that means nothing.
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