Technical Support Schedule
Depending on what services you use, specific terms and conditions of service may apply. 

Other transportation-related fees and shipping information

Your shipment may incur fees in addition to its base rate. The following are descriptions of those fees plus other shipping information.

Definition Service Charge Per

Additional Handling Surcharge

A surcharge applies to any package that:

(Dimension)
measures greater than 48 inches along its longest side;
measures greater than 30 inches along its second-longest side;
measures greater than 105 inches in length and girth — the length and girth is length plus (two times the height) plus (two times the width);

(Weight)
has an actual weight greater than 50 lbs.

(Packaging)
Is in non-standard packaging, including any package that:
is not fully encased in an outer shipping container;
is encased in an outer shipping container not made of corrugated fiberboard (cardboard) materials, including but not limited to metal, wood, canvas, leather, hard plastic, soft plastic (e.g., plastic bags) or expanded polystyrene foam (e.g., Styrofoam);
is encased in an outer shipping container covered in shrink wrap or stretch wrap;
is encased in a soft-sided pack (e.g., courier packs, poly bags and bubble mailers) that exceeds 18 inches along its longest side or 13 inches along its second-longest side or 5 inches in height;
is cylindrical, including (without limitation) mailing tubes, cans, buckets, barrels, drums or pails;
is bound with metal, plastic or cloth banding, or has wheels, casters, handles, or straps (including packages where the outer surface area is loosely wrapped, or where the contents protrude outside the surface area); or could become entangled in or cause damage to other packages or sorting systems.

Package shape and dimensions may change during transit, which can affect the package’s dimensional weight and surcharge eligibility. If the dimensions change during transit, Delivered may make appropriate adjustments to the shipment charges at any time. For ground services, this surcharge applies per piece even if multiple pieces are bundled in a shipment. We reserve the right to assess additional handling charges for packages that require special handling or that require Delivered to apply additional packaging during transit.

 Ground $25.50 Per Piece

 

      

 

Peak - Additional Handling Surcharge

During specified times of the year, the Peak — Additional Handling Surcharge will apply to packages meeting the criteria and characteristics of the Additional Handling Surcharge (see above).

Service

Ground

Charge

Contact your Delivered sales executive for information on peak surcharges in effect, including applicable services, surcharge amounts and effective dates.

Per

Per Piece

Peak - Ground Unauthorized Package Charge

During specified times of the year, the Peak — Ground Unauthorized Package Charge will apply to packages meeting the criteria and characteristics of the Ground Unauthorized Package Charge (see above).

Service

Ground

Charge

Contact a Delivered Representative for current Peak Unauthorized Package Charge

Per

Per Piece

Peak - Oversize Charge

During specified times of the year, the Peak — Oversize Charge will apply to packages meeting the criteria and characteristics of the Oversize Charge (see above).

Service

Ground

Charge

Contact your Delivered sales executive for information on peak surcharges in effect, including applicable services, surcharge amounts and effective dates.

Per

Per Piece

DELIVERED TECHNICAL SUPPORT SCHEDULE
Effective Aug 1, 2026

 

This Delivered Technical Support Schedule (the "Support Schedule") is incorporated by reference into, and forms part of, the Standard Terms as Additional Terms under Section 4.4 of the Standard Terms. Capitalized terms not otherwise defined in this Support Schedule have the meanings given to them in the Standard Terms.

1. DEFINITIONS

"Resolution" means a workaround, correction, or modification that resolves or mitigates a reported Technical Support issue.

"Support Hours" means Monday through Friday, 8:00 a.m. to 5:00 p.m. U.S. Eastern Time, excluding U.S. federal holidays, unless otherwise specified in your Order.

"Technical Support" means the support services described in this Support Schedule for issues related to the operation of the Services.

2. TECHNICAL SUPPORT

2.1 Submitting Requests.

You will submit Technical Support requests through Delivered's support portal, email ticketing system, or telephone line made available to active customers. Delivered will evaluate each request, assign a Severity Level under Section 2.2 below, and provide an initial response in accordance with the applicable Response Methodology. Delivered may reclassify the Severity Level of a request as more information becomes available. Delivered's obligation with respect to a Technical Support request concludes upon delivery of a Resolution.

2.2 Exclusions.

Technical Support does not include, and Delivered has no obligation to provide Technical Support for, issues arising from or related to: (a) modifications to the Services made by anyone other than Delivered; (b) your failure to implement a Resolution previously provided by Delivered; (c) your misuse of the Services or use other than as authorized under the Standard Terms; (d) your own systems, networks, hardware, or third-party software or services, including inaccurate, delayed, or unavailable Carrier Tracking Data as described in Section 9.6 of the Standard Terms; (e) use of a version of the Services other than the then-current version, where applicable; or (f) issues that are not reproducible by Delivered.

2.3 Your Responsibilities.

You will (a) provide timely and accurate information reasonably necessary for Delivered to diagnose and resolve reported issues; (b) maintain, at your own cost, the hardware, software, network connectivity, and internet access necessary to access and use the Services; and (c) designate at least one Authorized User familiar with the Services to serve as your primary point of contact for Technical Support requests.

3. UPDATES TO THE SERVICES

Delivered continuously develops and deploys improvements, updates, and changes to the Services, and may modify, update, or change the Services at any time, including through continuous or frequent deployment practices, without obligation to provide advance notice. Delivered will use reasonable efforts to provide advance notice of a change that Delivered reasonably expects to materially disrupt your use of the Services or require you to modify your own integration, but no such notice is required for routine deployments, and Delivered does not guarantee that deployments will occur outside of your normal business hours.

4. TERMINATION

This Support Schedule is coterminous with the Standard Terms and terminates automatically upon expiration or termination of your Order.

5. RELATIONSHIP TO STANDARD TERMS

This Support Schedule constitutes Additional Terms incorporated into the Standard Terms pursuant to Section 4.4 of the Standard Terms. In the event of a conflict between this Support Schedule and the Standard Terms with respect to Technical Support or the availability of the Services, this Support Schedule shall control.
Definition Service

Additional Handling Surcharge
A surcharge applies to any package that:

(Dimension)
measures greater than 48 inches along its longest side; measures greater than 30 inches along its second-longest side; measures greater than 105 inches in length and girth — the length and girth is length plus (two times the height) plus (two times the width);

(Weight)
has an actual weight greater than 50 lbs.

(Packaging)
Is in non-standard packaging, including any package that:
is not fully encased in an outer shipping container;
is encased in an outer shipping container not made of corrugated fiberboard (cardboard) materials, including but not limited to metal, wood, canvas, leather, hard plastic, soft plastic (e.g., plastic bags) or expanded polystyrene foam (e.g., Styrofoam);
is encased in an outer shipping container covered in shrink wrap or stretch wrap;
is encased in a soft-sided pack (e.g., courier packs, poly bags and bubble mailers) that exceeds 18 inches along its longest side or 13 inches along its second-longest side or 5 inches in height;
is cylindrical, including (without limitation) mailing tubes, cans, buckets, barrels, drums or pails;
is bound with metal, plastic or cloth banding, or has wheels, casters, handles, or straps (including packages where the outer surface area is loosely wrapped, or where the contents protrude outside the surface area); or could become entangled in or cause damage to other packages or sorting systems.

Package shape and dimensions may change during transit, which can affect the package’s dimensional weight and surcharge eligibility. If the dimensions change during transit, Delivered may make appropriate adjustments to the shipment charges at any time. For ground services, this surcharge applies per piece even if multiple pieces are bundled in a shipment. We reserve the right to assess additional handling charges for packages that require special handling or that require Delivered to apply additional packaging during transit.
Ground
Definition Service Charge Per

Additional Handling Surcharge
A surcharge applies to any package that:

(Dimension)
measures greater than 48 inches along its longest side; measures greater than 30 inches along its second-longest side; measures greater than 105 inches in length and girth — the length and girth is length plus (two times the height) plus (two times the width);

(Weight)
has an actual weight greater than 50 lbs.

(Packaging)
Is in non-standard packaging, including any package that:
is not fully encased in an outer shipping container;
is encased in an outer shipping container not made of corrugated fiberboard (cardboard) materials, including but not limited to metal, wood, canvas, leather, hard plastic, soft plastic (e.g., plastic bags) or expanded polystyrene foam (e.g., Styrofoam);
is encased in an outer shipping container covered in shrink wrap or stretch wrap;
is encased in a soft-sided pack (e.g., courier packs, poly bags and bubble mailers) that exceeds 18 inches along its longest side or 13 inches along its second-longest side or 5 inches in height;
is cylindrical, including (without limitation) mailing tubes, cans, buckets, barrels, drums or pails;
is bound with metal, plastic or cloth banding, or has wheels, casters, handles, or straps (including packages where the outer surface area is loosely wrapped, or where the contents protrude outside the surface area); or could become entangled in or cause damage to other packages or sorting systems.

Package shape and dimensions may change during transit, which can affect the package’s dimensional weight and surcharge eligibility. If the dimensions change during transit, Delivered may make appropriate adjustments to the shipment charges at any time. For ground services, this surcharge applies per piece even if multiple pieces are bundled in a shipment. We reserve the right to assess additional handling charges for packages that require special handling or that require Delivered to apply additional packaging during transit.
Ground
$25.50
Per Piece