Faq

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. 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.

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:

• • Credit Card – your first six and last four digits of the card used. Please do not send your full card 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.

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.

We accept VISA, Master Card, American Express, Discovery, JSB, 3DS, Union Pay from customers in every country in 135+ currencies. We will shortly also support local payment options like Bancontact, EPS, Giropay, Konbini, Multibanco, P24, Trustly, Sofort, Australia bank debits and transfers, Canada bank debits and transfers, SEPA credit transfers, SEPA direct debit, UK bank debits and transfers, ACH Debits and Wire transfers as well as AliPay and ApplePay.

Our business hours are between 8:00am and 5:00pm (Eastern Standard Time) from Monday to Friday. We are closed on Saturdays and Sundays.

We are also closed on the following federal holidays in 2019.

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 [email protected]. We 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.

Depending on when you send your request it may take 0.5 to 24 hours excluding, weekends and holidays. However, there is an additional service available for a fee, Express Processing prioritizes your shipment at the top of the queue.

Form 1583 is a required USPS form. It authorizes Shop2Ship to receive mail on your behalf.

Yes, as long as you have indicated these on your preferences. To do this go to your preferences tab under the main menu to change your default settings to magazines and letters. Please send a notarized Form 1583 to our office, which we will need before we can handle your letters.

No deposit is required before the package arrives. You only need to pay for the shipping cost and services when you are ready to ship.

In some cases US customs inspect outgoing packages. In case they find some irregularities such as under declared items or falsely described products they might stop the shipment and return it to Shop2Ship. If the return is due to the above mentioned false declaration, we will treat the returned parcel as an new incoming shipment, so you may correct the value or description of the item/s, and you will need to pay the full amount for reshipping it.

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.

Our charges are billed in USD, however thanks to our real time exchange rate converter you will be able to see the service costs in your local currency.

Regardless of how you received the item, you must declare its value. The minimum being $1 USD.

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’.

You will need an Electronic Export Information form (EEI formerly SED) if the combined value of your package is over $2,500 USD. If this is the case, we can only ship via DHL or FedEx, due to export regulations.

Using the following links you can make quick payments for our photo service, by entering your Suite and Package ID. Credit Card Payments: https://shop2ship.com/photoservice-creditcard/ PayPal Payments: https://shop2ship.com/photoservice-paypal/

This depends on the retailer’s return policy. You are responsible for all associated fees. Please contact our client service department if you wish to return one of your items.

The duration of assisted purchasing takes between few minutes to couple hours dependent on demand.

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.

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.

No, you will be required to place separate assisted purchase requests.

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 from: (3$ + 7% of order total)
• Bank Fee: (4.3% of order total)

We sure can. Please just select our service called reduce packaging and for $4 (USD) (Diamond Member Price) we remove all unnecessary packaging material, and reduce the parcel to an ideal size.

We aim to complete express processing requests within two hours from your request, subject to availability and working hours.

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.

Please allow for up to 10 business days for the refund to reflect on your account. However, the time it takes until the funds are returned to your account depends on the bank and the payment method used.

Where possible, we process refunds against the original form of payment. So a Paypal transaction will be refunded over paypal, and a credit card transaction will be refunded to that credit card.

Please get in touch with our customer service.

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

We review claims on a case-by-case basis, and there is no set time limit.

We are sorry to hear that, please contact our support team and we will remove the package from your account and arrange a return. You may be required to upload photos of the package labels and contents.

Please get in touch with our customer service.

We advise contacting the carrier (FedEx, DHL, USPS or UPS)  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.

Please contact us stating the tracking number of the package and your suite number. With this information we will be able to add it to your suite.

Please note that delivered packages can take up to five hours to be added to your suite. This is time for the Shop2Ship warehouse team to scan and measure your items.  If your package does not appear in your account after five hours then please get in touch with us

Yes, a designated contact may collect a package on your behalf from our warehouse in Miami Fl. First you will be required to get in contact with our client service to set up a collection time. Collectors are required to bring valid photo ID upon receipt of package, and this must match the email with the Shop2Ship Suite Owner.

Some of our clients holiday in Miami and would like to pick up some of their products.

Location: 2229 NW 79th Ave Miami Florida 33122

Shop2Ship can hold your package for up to 200 days. After that your package will be subject to disposal. We will make every attempt to contact you if your package is going to expire. However, we are only able to hold packages 50 days past the original expiration date. After which, they will be abandoned, subject to disposal.

Check your suite to see if you have any packages that over over 150 days old.

We allow packages to be stored for up to 150 days in our in our Miami warehouse. This is measured from the day the package is scanned in by the Shop2Ship warehouse team.

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 will not be visible in your account.

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”.

When using the shipping calculator, you notice that you have to enter measurements as well as 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.

If you want to return an item to the seller, please contact us. We will be able to facilitate the return of your item to the seller.

We will be able to attach a label you provided to the package and hand to the respective carrier. We can also offer domestic USA shipping. For return to sender prices, please look at our Services page.

Yes, please take a look at our “Prohibited Items” page. These are only some of the items that the carriers are unable to deliver.

We can only provide you with the shipping cost of the consolidated package when consolidation has been completed. Since shipping and carrier rates are based on the package dimensions and weight, we need to complete the consolidation in order for us to provide an accurate quote on shipping costs. 

As a valued customer, we hope you enjoy our Package Forwarding service. However, if you would like to close your Shop2Ship account, please send us a message.

We will confirm the account closure via email within three working days.

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.

Our membership structure is currently under construction.

Just like collecting miles when you are flying, you can collect miles by shipping. You will automatically receive a higher membership status as soon as you have reached the minimum requirements. If you wish to receive instant benefits please go to “Membership” and then choose “Upgrade to Diamond”.

Click here to Sign into your Shop2Ship account. You will be able to manage your accounts there.

Here is a link for packages in warehouse

Here is a link for Shipped packages

Download our Mobile Parcel Forwarding app for Android and iOs devices to manage your shipments on the go.

Register for a free USA parcel forwarding address with no membership costs here

Your Shop2Ship address is located at our warehouse in Miami:

Address line 1:  2229 NW 79th Avenue

Address line 2: [Suite Number]

City: Miami/Doral

State: Florida

Zip: 33122

Sign-Up for a free USA package forwarding address here

The carrier might not deliver to your zip code. The shipping calculator does not take into account your individual zip code. If you have any further question please get in contact our customer service.

Please click here to view our shipping cost calculator

We offer a wide variety of shipping options, please view these by destination using our shipping calculator. We are partnered with FedEx, DHL, USPS and UPS and we offer the lowest shipping rates in the parcel forwarding industry! We also offer a wide variety of services to improve you shipping experience.

You can only use the carriers available for your selected destination these are show in our shipping calculator.

We are partnered with FedEx, DHL, USPS and UPS to have the lowest shipping rates in the package forwarding industry!

Unfortunately not all carriers will be available for each country.

Yes, but it depends on a few variables so please contact our customer service before doing so.

Tracking information will only become live when the carrier (FedEx, DHL, USPS or UPS) pick up and scans the item. If the tracking information isn’t available, that means the package has yet to be picked up from the carrier. We have a daily pickup at 5pm est with all carriers. If your package received a tracking number and didn’t start moving, please contact us.

All packages shipped out by Shop2Ship can be viewed at the “Shipped Packages” tab in your dashboard. You can track your packages on the carriers site by entering your tracking number in the appropriate field.

FedEx Shipments: https://www.fedex.com/

DHL Shipments: http://www.dhl.com/en/express.html

USPS Shipments: https://www.usps.com/shipping/trackandconfirm.htm

Yes, we charge a $5 USD 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 the Consolidation service, this can help you save up to 70% on shipping costs

This depends on the retailer you order from. Please view the applicable sales tax presented on the retailer’s website during the checkout process.

Here is a list of amazing USA Tax-Free Shops 

Shop on USA online stores and ship internationally with Parcel Forwarding from Shop2Ship!

Yes, you would be responsible for paying all customs clearance, duties or taxes via package courier (DTP – Duties and Taxes Paid).

We recommend when purchasing off a U.S website that you enter your own information in.

You can however use our Shop2Ship phone number  +1(305)2399389 at checkout if you wish.

You can shop on any website that can delivery to our address in Miami Fl USA. Therefore you can shop at any retailer that can ship within or to the USA.

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

Shop USA and Ship internationally with Shop2Ship!

This is how you use your Shop2Ship USA Package Forwarding address at checkout on a retailers online store:

Address Line 1: 2229 NW 79th Avenue

Address Line 2: [Shop2Ship 8 Digit Suite number]

Zip: 33122

City: Miami/Doral

State: Florida

Country: United States of America

You will receive and email when your package arrives at our facility. Sign-up for a free USA parcel forwarding address here.

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 large volume of external batteries) among other items. An MSDS is usually required for lithium-ion batteries or products containing specified chemicals. Our client service may contact you if such a document is required.

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

These medical devices, dietary supplements and Medicines are prohibited to Ship

• 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

All these Firearms, weaponry, Military and Tactical Equipment are prohibited to ship.

• 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

• Robotics
• Satellite phones
• Integrated circuits
• High End encryption devices
• High End GPS, Radar
• Military grade Electronics

• 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

• 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

• Lottery Tickets
• Gambling Devices
• Gambling Accessories

• Adult Videos / Movies
• Adult Magazines / Books
• Sex Toys

• 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

• Any Drug or Substance that is illegal or restricted in the USA
• Contraband

Bootleg, Fake or Counterfeit Items