Guidelines for Law Enforcement

Updated as of Dec. 15, 2021
Popout, Inc. d/b/a Shippo provides an online web and API service to merchants, platforms and consumers for the purchase of various shipping related services. As a result of these services, Shippo periodically obtains information from and about our customers. Shippo recognizes its important obligation to protect the privacy and other rights of its customers while respecting and complying with the rules and laws of each jurisdiction in which it operates. For this reason, Shippo carefully reviews each request it receives from any law enforcement agency seeking customer information, and provides such information in response to such requests only when Shippo reasonably believes that it is legally required to do so.
Customer Information Obtained/Retained by Shippo
Shippo obtains certain information from its customers that may be retained in its internal systems as a matter of regular business processes. That information may include names, email addresses, telephone numbers, usernames, billing contact information, or postage label information.
Shippo does not process payments by credit card directly, and therefore does not obtain or retain credit card payment information. For customers who pay using ACH, in some instances, Shippo may ACH information during the term of a customer’s contract, but that information is deleted from Shippo’s internal systems at the expiration of such a contract.
In some instances, Shippo may have additional information that includes IP addresses and transactional or other customer records.
Shippo does not have information regarding the customers of the shipping carriers and shipping logistic partners with which Shippo enters into contracts.
Customer Information Obtained/Retained by Shippo
In evaluating any law enforcement agency request for information, Shippo applies the following guidelines:
  •        To obtain customer information, a law enforcement agency must provide legal process (such as a subpoena, court order, or search warrant) appropriate to the type of information sought. If production is prohibited by law or if the legal process served is insufficient to compel production under applicable law, Shippo will refuse to produce the sought information. Requests from foreign law enforcement agencies must be issued through a United States court either by way of a Mutual Legal Assistance Treaty (MLAT) request or by letter rogatory.
  •        Shippo will strictly construe all requests for information and will object to and/or seek to limit requests that are overbroad, seek a large amount of information, or unreasonably relate to a large number of customers.
  •        Shippo reserves the right to seek reimbursement for costs associated with responding to law enforcement requests for information, where appropriate.
  •        Shippo’s policy is to notify any customer promptly of a request for that customer’s information so that the customer ay object and/or take appropriate steps to block the production of such information. As a general policy, Shippo seeks to notify such customers of any request at least seven days prior to producing the sought information so that such customers will have a reasonable opportunity to interpose and act upon any objections to production. Shippo may shorten that seven-day period at its discretion, but generally will do so only when satisfied that there is an emergency requiring that it do so.
  •        If a law enforcement agency believes that notification would jeopardize an investigation or pose some other danger, the agency should obtain an appropriate court order or other process that legally and specifically prohibits customer notification. Shippo will not refrain from notifying a customer based only upon the request of a law enforcement agency.
·         As a general policy, if your request places Shippo on notice of conduct that violates Shippo’s use policies or constitutes illegal activity, Shippo will take action to prevent further misconduct through account termination and/or other actions that may notify the user that Shippo is aware of its misconduct. If a law enforcement agency believes that taking such actions would jeopardize an investigation or pose some other danger, the agency should request that Shippo defer such action. Shippo will evaluate such requests on a case-by-case basis, and reserves the right to take such action as it deems appropriate under the specific circumstances.
Law Enforcement Record Preservation Requests
Upon request by a law enforcement agency to do so, Shippo will preserve any identified customer information for a period of 90 days, and will preserve it for an additional 90 days upon receipt of a request for such an extension. If Shippo does not receive valid legal process for the production of such information by the end of such periods of preservation, the information may be deleted thereafter as part of Shippo’s ordinary business processes.
A preservation request must be sent on official law enforcement letterhead and be signed by a law enforcement official. The request must include (1) the relevant account number (or other sufficient identifying information) for the customer whose information the agency requests that Shippo preserve; (2) a valid return email address; and (3) a statement that steps are being taken to obtain a court order or other appropriate legal process for production of the information that the agency requests that Shippo preserve. The preservation request may be emailed to or mailed to Popout, Inc. d/b/a Shippo, Attn.: Legal Department, 731 Market Street, Suite 200, San Francisco, CA 94103.
Requests for Production of Information:
When requesting customer information, a law enforcement agency should provide as much of the following information as is available, as that will facilitate Shippo’s ability to respond in an effective and timely manner: name, email address, physical address, phone number, dates of service, and tracking numbers.
Each request must also include contact information for the authorized law enforcement agency official submitting the request, including the agency’s name, the requesting officer’s badge or other identification number, phone number, physical mailing address (P.O. boxes not accepted), and employer-issued email address. The request should also state clearly the requested response date.
Requests may be emailed to or mailed to Popout, Inc. d/b/a Shippo, Attn.: Legal Department, 731 Market Street, Suite 200, San Francisco, CA 94103. While Shippo agrees to accept service of law enforcement requests by these methods, neither Shippo nor its customers waive any legal rights based upon this accommodation.
If a law enforcement agency provides information that gives Shippo a good faith belief that there is an emergency involving imminent danger of death or serious physical injury to any person, Shippo may exercise its discretion to provide information immediately to prevent that harm if it is in a position to do so and can do so consistent with applicable law.
Please note that requests seeking testimony must be personally served on our registered agent for service of process. We do not accept such requests by email or postal service.
These guidelines are intended to serve as an informational resource, and do not create any rights or obligations on the part of Shippo, its customers or any other person or entity. Any questions about these guidelines or other issues relating to Shippo’s treatment of law enforcement agency requests for information may be emailed to

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