Contact Us
Have questions about AI ShipMate? Our team is here to help you with HS code classification, pricing, enterprise solutions, or anything else.
Location
Melbourne, Australia
Headquarters
Business Hours
Mon-Fri 9am-5pm AEST
Response within 24 hours
What We Can Help With
Here is what our team handles and how quickly you can expect a response.
Account and Billing
Credits not showing up, payment issues, invoice requests, or need to change your plan. We typically respond within a few hours during business hours.
Response time: Same day
Classification Questions
Confused about a result? Need help understanding why a product classified a certain way? We can walk you through the classification logic and suggest what details might improve accuracy.
Response time: 24 hours
Enterprise Solutions
Processing thousands of SKUs? Need API access? Want custom integration with your systems? We build solutions for customs brokers and freight forwarders handling volume.
Response time: 24-48 hours
Technical Issues
Something not working as expected? Pages not loading? Error messages? Include what you were doing when the problem occurred and any error messages you saw.
Response time: Same day
Feature Requests
Have an idea that would make AI ShipMate more useful for your workflow? We read every feature request. The roadmap is shaped by what users actually need.
Response time: Within a week
Partnerships
Customs software provider, freight tech platform, or e-commerce tool looking to integrate HS classification? Let us know what you are building.
Response time: 24-48 hours
Before You Write
These questions come up often. Check if your answer is here first.
Can I get a refund on unused credits?
Credits are non-refundable but never expire. If you bought more than you need, they will be there when you need them. If you have a billing error where you were charged incorrectly, contact us and we will sort it out.
How accurate are the classifications?
We show confidence scores with every result. Above 85% is generally reliable for standard products. Below that, add more details or verify with a customs broker. We are guidance, not a replacement for professional customs advice on complex or high-value shipments.
Do you provide binding rulings?
No. Binding rulings come from customs authorities like CBP (US) or ABF (Australia). We provide classification guidance to help you make decisions and prepare applications, but the official ruling must come from the government.
Can I integrate AI ShipMate with my systems?
API access is on our roadmap for late 2026. If you need it sooner for a specific project, contact us about enterprise options. We have built custom integrations for freight forwarders with specific requirements.
Send us a message
Fill out the form below and we will get back to you as soon as possible.