FAQ-old 2018-01-04T19:36:26+00:00

How can we help you?

It is very straightforward. We’ll provide you with a Shop2Ship address which you can use for all your online purchases. Your packages will arrive at the Shop2Ship warehouse and upon arrival you will be notified by email and our Shop2Ship Mobile App, which will include all the package information including its weight and dimensions.

After this you canchoose from a number of our services as it fits your needs. At this stage, if you wish to consolidate your package with other packages you have had delivered to us, you can do so.You will also need to fill out the customs declaration stating the contents of the package and its value.

After this, simply select your package, the method of shipment and the carrier of your choice to send the parcel to you. You can find more information on our “How it works” page.

No, there is no sign-up fee, and no credit card required at sign up. We offer a Standard Frequent Shipper membership that is completely free. Our Diamond membership is an additional level of service and has monthly payment options.

The Diamond membership is $15 USD a month.

Yes! As soon as you register with us we will provide you with a US address to use when purchasing your items from any online retailer.

No. Many shops do not permit shipment to a PO Box address, which is why your address will be a specific suite address allocated to a suite in our warehouse in Miami, Florida.

You can use the address at any online store worldwide. Furthermore,you can enjoy our sales tax-free purchasing benefits with more than 60 stores in the USA. For more information go to “Our Online Partners” page.

We accept all major Credit Cards, PayPal, Bitcoin, Wire transfer.

This can vary, however most payment providers process immediately. Some can take up to 15 minutes or a few hours.Wire transfer payments take 1-5 days to be processed.

Depending on the payment method please allow a few minutes to a few hours for payments to appear in your account. If you still can’t see any updates after this, please get in touch with the appropriate following information:

    • Paypal – your unique transaction ID.
    • Credit Card – your first six and last four digits of the card used. Please do not send your full card number.
    • Bitcoin – the date and amount deposited in USD along with the Shop2Ship order number.
    • Wire Transfer – the wire transfer receipt or the name that the wire transfer was made under, the amount deposited in USD and the date of the wire transfer.

There could be a number of reasons, but most commonly card providers block international payments. It is best to check with your bank or card provider that they allow international payments in the first instance. Please also verify that the billing address on your account is entered correctly. If you continue to receive an error message, please take a screen shot and get in touch with our support team. Never include your full credit card number.

No deposit is required before the package arrives. Only once the package arrives and you are ready to ship it out, can you pay for the shipment.
Yes, as long as you have indicated these on your preferences. To do this go to your account settings and choose ‘Preferences’ to change your preference to magazines and letters. Please send anotarized Form 1583 to our office, which we need before we can handle your letters.
Form 1583 is a required USPS form. It authorizes Shope2Ship to receive mail on your behalf.
Depending on when you send your request it may take 6 to 24 hoursexcluding, weekends and holidays. Express Processing is an additional service available for a fee –however, this prioritizes your shipment at the top of the queue.

At Shop2Ship we take security issues extremely seriously, and go to great lengths to eliminate and prevent fraudulent activity. We implement processes to protect our clients, as well as retailers.

We operate a strict, zero tolerance policy for fraudulent activities. Please report any concerns to us immediately at protect@shop2ship.comWe want to work with you to help resolve the situation and prevent any such activity.

Any account suspected of fraudulent activity will immediately be investigated. Pending our findings, the account is subject to cancellation. Due to data protection, we may not be able to provide certain details about our clients, however we always comply with our legal duties.

You will need anElectronic Export Information form (EEI formerly SED) if the value of any item in your package is over $2,500 USD. If the value of the shipment’s contents exceeds $2,500 USD, we can only ship DHL or FedEx, this is owing to due to export regulations.
This is ultimately up to you. If you received the item as a gift, then you can declare it as a gift, otherwise please select ‘merchandise’.
Regardless of how you received the item, you must declare its value. The minimum being $1 USD.
We operate in US Dollars.
Yes, you are responsible for all associated costs such as duties and/or taxes incurred. For more information, we advise that you contact your local customs office.
We are sorry to hear that. If your special request is incorrect in any way, please get in touch with our customer service and we will investigate the issue.
We aim to complete express processing requests within two hours from your request, subject to availability and working hours.
We sure can. Please just select our service called reduce packaging and for $5 (USD) we remove all unnecessary packaging material, and reduce the parcel to an ideal size.
If you have trouble ordering online we can shop on your behalf. Sales tax and shipping fees are determined by the retailer (if applicable). Pricing for this service is listed below:

  • Service Fee: (7$ + 9% of order total)
  • Bank Fee (4.3% of order total)
No, you will be required to place separate assisted purchase requests.
To place an assisted purchase order, please have the URLs of the items you want to buy ready. On your account go to the “Assisted Purchase” section and click “New Assisted Purchase.” Fill in the required information to proceed with placing the order.
We will purchase what is available. Half of your order must be available, otherwise the assisted purchase request will be cancelled and we will inform you via email.
Usually between 6-24hours.
This depends on the retailer return policy. You are responsible for all fees and contracts directly with retailers.

Claims

Please get in touch with our customer service.
We are sorry to hear that, please contact our support team and we will remove the package from your account. You may be required to upload photos of the package labels and contents.
We review claims on a case-by-case basis, and there is no set time limit.

Insurance

You are presented with insurance options during the mail out process, these are based on your choice of carrier and destination country. We offer two types of insurance which vary on carrier:

    • Delivery and Damage insurance – Includes coverage for lost OR damaged packages, these are based on the declared value.
    • Delivery insurance – this covers shipment if the package is lost in transit from our warehouse, again this is based on the declared value.

Refunds

Please get in touch with our customer service.

Where possible, we process refunds against the original form of payment. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal which you will need to provide.
Usually up to 10 business days. However, the time it takes until the funds are returned to your account depends on the bank and the payment method used.

The cost of shipment is calculated when the package is ready to be sent out. This is dependent on a few factors, which includes the final destination and the package weight, in some cases also the dimensions and the declared value. To get an estimate shipping cost, please use our Shipping Calculator based on the above criteria.

Instead of the gross weight, DIM weight refers to the package’s dimensional weight, which is based on its size.

To calculate the DIM weight the following calculation is used: (length x width x height) / (dimensional factor)

Please note that different carriers use different dimensional factors, therefore the final DIM weight could differ slightly between carriers for the same package. For example FedEx Express uses 169 for its dimensional factor whereas USPS uses 194.

We allow packages to be stored for up to 100 days in our warehouse in Miami, Florida.

If you choose to extend this time period you will incur a $1 fee for every day it has expired, extending your storage for a further 50 days.If you fail to mail out your package in this time frame, they will expire and not be visible in your account.

For instance, if you choose to extend storage for a package that has been expired for 10 days, you would be charged $10 USD ($10), for a further seven days to mail it out.

We go to every effort to notify customers of packages approaching an expiry date. You can find the remaining free storage days in the overview under “Packages in Warehouse”.

We will make every attempt to contact you if your package is going to expire. However, we are only able to hold packages50 days past the original expiration date. After which, they will be abandoned, subject to disposal.

Yes, a designated contact may collect a package on your behalf from our warehouse. First you will be required to set the shipment of your package to “Local Pickup”, ensuring that your customs declaration form is complete and you have paid your invoice for receiving the parcel. Collectors are required to bring valid photo ID upon receipt of package.

Please note that delivered packages can take up to fivehours to be received and processed (excluding holidays). If your package does not appear in your account after fivehours then please get in touch with us, as we may have an unresolved processing issue, such as incorrect address provided or a faded shipping label.

You can submit a support ticket with your tracking number and any other useful information, to assist our investigation.

Normally there’s no issue around this and the package will be entered into your account. However, if this does not enter your account withinfivehours, please get in touch so we can investigate the matter.

Please submit a support ticket with your tracking number and any other useful information, to assist our investigation. If your package arrives without the proper address or suite number, there are additional fees incurred.

We advise contacting the carrier directly as there could be a number of reasons for this problem. Alternatively, it may be that they delivered past our closing time or there was a collect on delivery (COD) fee.

Yes, we will contact you via email and our Shop2Ship Mobile App once your packages have been checked in and enter your account.

After this you can choose from a number of our services as it fits your needs. At this stage, if you wish to consolidate your package with other packages you have had delivered to us, you can do so. You will also need to fill out the customs declaration stating the contents of the package and its value.

After this, simply select your package, the method of shipment and the carrier of your choice to send the parcel to you. You can find more information on our “How it works” page.

We aim to mail out parcels within 24hours, depending on time zones, holidays and carrier pick up times.

Yes, please get in touch with our customer service.

A consolidation cost between $5 and $2 based on your frequent shipper membership status. For more information visit our Membership page.

It’s not possible to provide exact costs until the final consolidation has been completed. Since shipping and carrier rates are based on the package dimensions and weight, so ones the consolidation is completed we can measure the consolidated parcel. Once updated, this information can be found on your account, and you will be assigned a new package ID. For further information, please use our estimate shipping calculator.

Yes, please take a look at our “Shipping Dangerous Items”page. These are only some of the goods that the couriers unable to deliver.

  • All Samsung Galaxy Note7 and Samsung Note7 devices
  • Bullion (of any precious metal)
  • Cash (legal tender – bank notes, currency notes and coins)
  • Complete firearms, ammunition, explosives / explosive devices
  • Human remains or ashes
  • Hunting (animal) trophies, animal parts such as ivory and sharks fin, animal remains or ashes, or animal by-products and derived products not intended for human consumption, prohibited for movement by the CITES Convention and/or local law
  • Illegal goods, such as counterfeit goods and narcotics
  • Live animals (including but not limited to mammals, reptiles, fish, invertebrates, amphibians, birds, insects, larvae and pupae)

We offer a number of options for returning packages to merchants, please get in touch with our customer service.

This can be found under the header section of your account, titled “Your personal U.S. Address” or on your membership card that your receive with your first parcel.

Be sure to always include your Shop2Ship suite number on packages. Failure to do so may result in delays or additional fees.

Please go to “Settings” then “Profile” and “Add New Address”, here you can change your shipping address.

Just by collection miles when you are flying, you can collect miles by shipping. You will automatically receive a higher membership status as soon as you reached requirements to qualify. If you wish to receive instant benefits visit please go to ” Settings” click “Membership” and then choose “Upgrade to Diamond”.

There could be a number of reasons for this, so please get in touch with our customer service so we can look in to the matter for you.

As a valued customer, we hope you enjoy our service. However, if you would like to leave us, please get in touch first, so we can do our very best to help you.

Otherwise, you may cancel your account by submitting a ticket stating that you’d like to close your account. We will confirm this via email within three working days. Please ensure your account balance is zero beforehand and that there’s no packages in the warehouse.

All packages mailed out by Shop2Ship can be viewed at the “Sent Packages” tab at the top of your account, featuring a tracking number link. Click on this for more information. All packages are assigned a tracking number but not all shipping methods provide tracking updates. USPS First Class Mail typically do not provide tracking.
This may take up to a couple hours.
Yes, but it depends on a few variables so please contact our customer service before doing so.
You can only use the carriers available for your selected destination these are show in our shipping calculator.

Our carriers provide:

  • 24h international express shipping
  • Shipping to over 230countries and colonies
  • Lowest economy shipping prices
We offer a wide variety of shipping options, please view these by destination using our shipping calculator. For all available shipping options, please input the parcel size and weight on our postage page.
Usually size and weight impact carrier choice. If you have any further question please get in touch with our customer service.
Enter the address as you would as normal, including all details including the suite number. If you have any questions about this, please get in touch with our support team.
This is ultimately up to you, however we do not provide a domestic U.S. phone number.

We provide you with a U.S. address and unique suite number. You can purchase from online retailers around the world and ship to over 230 countries and territories. If you are unable to ship to our warehouse, or if your order is cancelled by the retailer please get in touch immediately.

You may also find out Personal Shopper/Assisted purchase program useful.

This depends on the retailer you order from. Please view the applicable sales tax presented on the retailer’s website during the checkout process. You do however have the option to buy from one of our 60 online retail partners sales tax-free.
Yes, you would be responsible for paying all customs clearance, duties or taxes, either directly (via package courier) or COD, dependent on sufficient funds, otherwise they may be turned away.

Yes, we charge a $5.00 – $2.00 USD (depends on your membership status) processing fee for each package we receive into your account. We recommend, to cut down on these per-package processing fees, that you request your purchases are shipped in as few boxes as possible. Amazon for instance has a ‘group my items’ preference.

We also recommend consolidating multiple packages into a single box before mail out. This can save up to 70% on the cost of international shipping.

This is dependent on the shipping method you choose. Additional information may be required if your package contains a battery. You may have to either upload the merchant invoices, an MSDS form or provide additional information about the contents in your package.

MSDS is also known as a Material Safety Data Sheet. This document includes information on products with potential hazards. These can be considered as electronics (such as Apple iPhones) among other items. An MSDS is usually required for lithium-ion batteries or products containing specified chemicals.

Please use a search engine for a MSDS form and upload it using the additional documents section.

Bootleg, Fake or Counterfeit Items
  • Any Drug or Substance that is illegal or restricted in the USA
  • Contraband
  • Live or dead animals or insects
  • Agricultural products, including certain seeds, live or dead plants, unfinished or untreated wood & soil
  • Items containing animal products controlled under the Endangered Species Act, Marine Mammal Protection Act, or requiring a permit under CITES
  • Skin or leather of snakes, alligators, crocodiles, stingrays, and other reptiles or amphibians
  • Skin, fur or leather of wolves, bears, elephants, rhinos and certain deer and foxes
  • Adult Videos / Movies
  • Adult Magazines / Books
  • Sex Toys
  • Lottery Tickets
  • Gambling Devices
  • Gambling Accessories
  • Poisonous substances
  • Toxic substances, including inhalation hazards
  • Infectious substances
  • Explosives, fireworks, gun powder, flares or matches
  • Gasoline, diesel or other fuels
  • Lighters containing fuel
  • Pesticides, herbicides, fungicides
  • Radioactive elements or products
  • Self-balancing boards (hover boards)
  • Oxidizing agents
  • Fire extinguishers
  • Self-propelled vehicles
  • Damaged batteries
  • Human remains
  • Any unidentifiable material, substance or chemical
  • Rough diamonds and Precious metals
  • Cash and Currency
  • Bank Drafts and Bearer Bonds
  • Credit Cards
  • Any dual-use or commercial article controlled under the Commerce Control List (CCL) as defined under the Export Administration Regulations, where the control status requires a Bureau of Industry and Security (BIS) approved export license
  • Robotics
  • Satellite phones
  • Integrated circuits
  • High End encryption devices
  • High End GPS, Radar
  • Military grade Electronics
  • Dietary supplements that are not labeled in English, or without FDA-approved labeling requirements:
  • Food that are not labeled in English, or without FDA-approved labeling requirements:
  • Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning
  • Perishable products of any kind
  • Meals Ready to Eat (MRE)
  • Firearms, guns & accessories, including replicas, Stun guns & tasers
  • BB/pellet/airsoft/paintball guns, parts and projectiles
  • Ammunition, magazines & bayonets
  • Tear gas, mace & pepper spray
  • Gas masks & gas mask filters
  • Prescription medications, including dental & veterinary
  • Prescription medical devices
  • Medical devices not FDA-approved
  • Prohormones, Human Growth Hormones, stem cell treatments, steroids or synthetic versions
  • Non-prescription medications that are not labelled in English, or without FDA-approved labelling requirements:
  • Lab reagents, biologics, cultures, medical specimens