Email support@tayloredlabs.com and include your store's .myshopify.com domain and, for a specific document, the order number. We reply within one business day.
Where do HS codes, countries of origin and weights come from? From your Shopify catalog: each variant's inventory item holds them under Inventory → Customs information. Customs Desk reads them, never guesses them, and shows you which variants are missing one.
Why does my document say INCOMPLETE? A line is missing its HS code, country of origin or weight, or has a zero value without the customs:sample tag. Fix the variant in Shopify and generate the document again; the watermark goes away.
Is a USMCA certificate always required? No. The US does not require one for commercial shipments of originating goods worth US$2,500 or less, and Canada not below CAD 3,300. Above that, the certificate is what earns the duty-free rate. Customs Desk prints the nine minimum data elements the agreement requires; the accuracy of the origin claim is yours.
Does Customs Desk file anything with customs or buy labels? No. It produces the documents you attach to a shipment or hand to your broker. It never files an entry and never guarantees compliance.
I uninstalled the app. What happens to my data? Sessions are removed immediately and everything else, including your profile and encrypted tax IDs, is deleted 48 hours later unless you reinstall in between. The PDFs uploaded to your Shopify Files are yours and stay.