FAQ - Customer Service

What is your cancellation policy?

This will depend on the lease or rental agreement that was signed at the time of sale. Please contact us

I did not purchase Rate Change Protection. How do I update my equipment if there is a rate change?

We are happy to help you obtain the software you need to update your machine. Please visit the Rate Change Support section of our website for further instructions. 

The Post Office periodically makes changes to the price of postage. What do I need to do when there is a rate change?

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. 

I printed the wrong amount of postage on a label / envelope. How can I receive a refund for this?

Take the label / envelope to your nearest US Post Office to receive a refund. There is a 10% charge for this service. 

What is the process for having my old mailing equipment picked-up?

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.

I recently ordered new equipment. How long will it take to arrive?

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.

I would like to order new or additional equipment - whom should I contact?

You should contact your sales specialist at your local branch, district or authorized dealership in your area.


Find your local Neopost office.

How can I change my billing address?

Neopost Meter Move And Address Change Processes

It's simple, fast and easy to inform Neopost that you have changed your business address. Maintain seamless operations by following these steps:

Address Change – Customers without Postage Meters:
  • If your location does not include a Postage Meter, simply log in to your MyNeopost account to submit a Support Request with your new address information to our Billing Department.
  • Be sure to include:

    - Your old and new address with a contact name and phone number.
    - Your billing address with a contact name and phone number if different (even if it did not change)
    - Your Neopost Account Number or Lease Number

  • If additional assistance is needed, call 1-800-NEOPOST (1-800-636-7678).
Address Change and Postage Meter Move:

Neopost is required to notify the United States Postal Service (USPS) when a postage meter has moved. In some cases we will need to replace your postage meter so the correct zip code prints on your mail. Please call 1.800.NEOPOST (636.7678) for assistance.

Can I manage my account online?

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.myneopost.com

What are the hours of operation?

Customer Service agents are available Monday to Friday, 7:00am - 7:00pm CST. Our postage system is closed every day from 2:00am - 4:00am CST for updating. Customer Service can be reached at 1-800-NEOPOST (1-800-636-7678).