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Customer Support

FAQ - Customer Service

Please select your question from the list below.


Q: What are your hours of operation?
A: Neopost USA Customer Service is available Monday through Friday from 7:00am - 7:00pm CST. We also observe national holidays when the US Post Offices are closed.

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Q: Can I manage my account online?
A: Yes. For your convenience, you can view and pay your invoices, manage postage and order supplies online by logging on to your myNeopost account at www.neopostinc.com/myneopost.

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Q: How can I change my billing address?
A: Please click on the link to see the complete instructions for an address change.

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Q: I would like to order new or additional equipment - whom should I contact?
A: You should contact your local sales specialist at your local branch, district or authorized dealership in your area. If you are not sure, please contact us for additional information.

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Q: I recently ordered new equipment. How long will it take to arrive?
A: Please allow 30 - 45 business days for your equipment to arrive. If you need additional information regarding the status of your order, please contact us.

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Q: What is the process for having my old mailing equipment picked-up?
A: Please contact us to advise that you are requesting pick-up.

Once we have received notification and have authorized the return, we will request a pick-up from one of our authorized carriers. The shipping method will vary depending upon the size of the equipment being returned. For smaller equipment, a FedEx Call Tag will be issued. Please have all equipment carefully packed in one box and ready for the driver.

Larger equipment will require pick-up by a trucking company and may require up to 10 business days to arrive. You should have the equipment carefully packed and ready for the driver.

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Q: I printed the wrong amount of postage on a label / envelope. How can I receive a refund for this?
A: Take the label / envelope to your nearest US Post Office to receive a refund. There is a 10% charge for this service.

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Q: The Post Office periodically makes changes to the price of postage. What do I need to do when there is a rate change?
A: Neopost highly recommends that you purchase “Rate Change Protection”, which is offered to our customers at a fixed annual fee. This will insure that if a rate change is made during your contract, you will automatically receive the rate change software that is needed to update your equipment. To obtain Rate Change Protection, please contact your local sales representative or an authorized dealer in your area.

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Q: I did not purchase Rate Change Protection. How do I update my equipment if there is a rate change?
A: We are happy to help you obtain the software you need to update your machine. Please visit the Rate Change section of our website for further instructions.

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Q: What is your cancellation policy?
A: This will depend on the lease or rental agreement that was signed at the time of sale. Please contact us.

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