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FAQ - Customer Service

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). 

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

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. Simply complete the Meter License Update form and Neopost will do the rest!

  • Submit a completed Meter License Update form to Neopost.
  • Neopost will forward the Meter License Update form to the USPS for you!
  • Once the USPS sends a confirmation to Neopost, you will be contacted by a Neopost Representative.
  • Neopost will credit any remaining postage in your returned postage meter to your Postage On Call account upon receipt of the meter at our Memphis Distribution Center.
  • If technical assistance is needed with the installation of your replacement meter or other Neopost equipment, please call 800-259-2678 or your local Neopost Dealership and the necessary arrangements will be made. There may be a charge if on-site technical assistance is needed. 
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.

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.

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 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. 

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 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. 

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