Support

Help with ShipLens, the shipping estimator for Shopify by Smallworks Studio.

Contact us

Email [email protected]. Please include your store’s myshopify.com address so we can find your account.

Reporting a technical issue

To help us look into a problem quickly, please include:

• your store’s myshopify.com domain;
• what you were trying to do and what happened instead;
• the product name, if the problem concerns a specific product;
• the approximate time it happened, and a screenshot if you can.

Please do not send passwords or access tokens by email. We will never ask for them.

Frequently asked questions

How does ShipLens predict weight and size?

When you select products and start an analysis, ShipLens sends the product’s title, description, variants, attributes and images to an AI model. The model estimates the packed weight and package dimensions separately for each variant that needs shipping. Each variant is shown with a confidence level (and a “Needs review” label when confidence is low), a likely packaging type and shipping-risk flags such as oversized, fragile or missing weight. ShipLens also compares each estimate with the weight recorded in your store, so differences stand out.

Are the estimates carrier quotes?

No. ShipLens estimates product weight and package dimensions and highlights potential shipping risks. It does not provide live carrier rates or shipping quotes. AI-generated weight and dimension estimates are provided for planning purposes and may differ from the actual packed product. Always verify measurements before using them for shipping decisions.

Does ShipLens change my products?

No. ShipLens only has permission to read your products. It never edits them.

Why does a product show low confidence or need review?

This usually means there is little to go on, for example a very short description, no images or an unusual item. Adding detail to the product listing and running the analysis again usually helps.

How do I request deletion of my data?

When you uninstall ShipLens, Shopify revokes the app’s access to your store. Shopify then notifies us, and your stored sessions and access tokens are deleted when we have processed the app/uninstalled notification successfully. Your store record, saved predictions, usage records and feedback are deleted when we have processed Shopify’s shop/redact notification successfully, typically about 48 hours after uninstall. If a notification fails or is delayed, deletion is delayed too.

To ask for deletion directly, email [email protected] from an address associated with your store and name your myshopify.com domain. See the Privacy Policy for details.

What information does ShipLens use?

ShipLens uses product information you choose to analyse, along with the store, authentication, usage and technical information needed to operate the app. It does not access orders or customer records. See our Privacy Policy for details.