To mitigate weight discrepancies, you will want to make sure you've entered a custom weight for your listings. To do so, select Enter Custom Weight when listing your book, which will bring up a new text box to enter the exact weight in ounces. PangoBooks will use this number to create the most accurate Media Mail label rounded up to the nearest pound.
The weight is too low and I need a new label.
Typically, USPS won't mind an ounce or two over the label weight. But if the weight on the label is too low, we're happy to update that for you. You can automatically update the label on your own by chatting with our PangoBot in the Help Center. All you need is the order number and new weight. The order number can be found in the order details and is a series of six numbers and letters. You'll need to share the order number in all caps (e.g. F3W-PK9) and the new weight in ounces. One pound is equal to 16 ounces.
If the label weight needs to be increased by more than 32 ounces (2 lbs), our team will need to manually approve the increase.
The weight is too high and I need a new label.
Unfortunately, our PangoBot cannot process refunds, so our team will need to manually update any labels that need the weight decreased. If the label weight is only a pound or two over, your best bet is shipping with the original label, as the difference in price will be less than $0.75. If the weight on the label is significantly overweight and you would like the difference refunded to the buyer (typically) or seller (in cases of free shipping promotions), please contact our team via chat or email (support@pangobooks.com).
The shipping address is incorrect.
If you are the buyer, you will first want to message the seller that the shipping address is incorrect. Please do so as quickly as possible, so the seller does not ship the order with the label that has been generated with the incorrect address. Once you've messaged the seller, please reach out to support via chat or email (support@pangobooks.com). Let us know the order number and the correct shipping address.
If you are the seller and the buyer has communicated that the address is incorrect, please ask for the correct address and share that with our team via chat or email (support@pangobooks.com). We are happy to update the address on the label at no cost to you or the buyer.
Coming soon in July 2025: Our PangoBot will be able to update addresses for you instantly! Stay tuned.
The return address is incorrect.
First, make sure you update the return address in your profile. While doing so will not retroactively update the label on the order, it will be updated for future orders. Once you have updated the return address in your profile, reach out to support via chat or email (support@pangobooks.com). Let us know the order number and the correct return address.
Coming soon in July 2025: Our PangoBot will be able to update addresses for you instantly! Stay tuned.
How long will it take to get a new label? Where can I find the new label?
If you need a simple weight increase, just select Ask Pango AI in our chat window and our PangoBot will process a new label instantly. You will be able to find the new label in the Order Details under My Sold Books.
If the label increase is more than 32 ounces, requires a decrease in weight or an address change, our team will need to manually update the label. Our typical turnaround time is less than 24 hours, but may be longer on weekends. You will receive the new label on the Order Details under My Sold Books as well as via chat/email.