How can we help you?

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 08:00am and 5:00pm (Easter Standard Time) from Monday to Friday. We are also closed on the following federal holidays:

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.com. 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.

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.

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.

Where possible, we process refunds against the original form of payment. If you have paid using either wire transfer or a card that has now expired, we will process your refund via PayPal which you will need to provide.

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 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 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.

Normally there’s no issue around this and the package will be entered into your account. However, if this not the case, 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.

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 five hours 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.

Yes, a designated contact may collect a package on your behalf from our warehouse. First you will be required to get in contact with our client service to set up a collection time. Ensure that your customs declaration form is complete and you have paid your invoice for receiving the parcel. Please be advised that you have to pay 7% Florida Sales Tax if applicable. Collectors are required to bring valid photo ID upon receipt of package.

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.

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

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.

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”.

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

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

• All Samsung Galaxy Note 7 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)

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 once 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.

A consolidation cost between $4 and $6 based on your frequent shipper membership status. For more information visit our Membership page.

Yes, please get in touch with our customer service.

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

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 additional information 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.

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

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.

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.

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”.

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

This can be found under the header section of your account or on your membership card.

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

Usually size and weight impact carrier choice. If you have any further question please get in touch with our customer service.

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 shipping calculator.

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 230 countries and colonies
• Lowest economy shipping prices

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

This may take up to a couple hours.

All packages shipped out by Shop2Ship can be viewed at the “Shipped Packages” tab, by clicking on “Track Parcel” you can see the current status of your parcel. 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 depends on the retailer you order from. Please view the applicable sales tax presented on the retailer’s website during the checkout process.

Yes, we charge a $3 – $5 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.

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

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 our Personal Shopper/Assisted purchase program useful.

Enter the address as you normal would, including the suite number. If you have any questions about this, please get in touch with our support team.

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.

• 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

• 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