FAQ’s

How does package forwarding work?

When you sign up for packaging forwarding with Ships US, we will provide you with a unique US address. Simply have your packages mailed to this address and we will forward them on to your international address.

What phone number should I use to place my orders?

You should be able to use your international phone number when ordering from most US merchants. If a US number is required, you can obtain one from www.magicjack.com or www.skype.com, or, if you prefer, we can provide you with a US number for an additional fee.

What if a US website won’t accept my credit card?

We offer concierge services to enable you to make purchases from US sites like eBay that do not accept international credit cards. Simply calculate the total cost of your order including sales tax and our concierge fee, and deposit this amount in your Ships US account. Once the funds have cleared we will make your online purchases for you.

When will you ship my packages and/or mail?

We ship most packages within 2 to 3 business days of receiving them, unless you have requested a different shipment schedule requiring us to hold and consolidate your packages. All of our members get at least 7 days of package storage for free.

How long does package forwarding take?

The amount of time it takes to receive your package will depend on the shipping company (USPS, FedEx, DHL, UPS, etc.) you are using, the type of service (priority, express, etc.) you have chosen, and the customs procedures in your country.

Do you open my packages?

Yes. We open all packages before forwarding in order to confirm that they do not contain any prohibited items. For your convenience, we will also check for obvious damage and compare the contents of the package to the invoice (if provided).

Do you offer package consolidation service?

Yes. Just let us know how many packages you are expecting and we will open them and carefully repack the items into a single box as per your instructions. Package consolidation service is an excellent way to reduce your international shipping costs.

Do you charge bank fees?

Bank fees do not apply to the cost of our membership fees and services. However, bank fees may apply to your shipping costs, depending on the payment method you choose. If you pay your postage with a bank wire, there will be a $15 bank fee. If you pay by credit card, the fee will be up to 4.5% of the cost of you postage. To avoid these fees, we suggest prefunding your account by money order or Western Union and then using those funds to pay your postage.

Who fills out the customs forms?

We will fill out the customs forms for you. If we need additional information, we will contact you.

Are customs fees included?

No. Taxes, tariffs, and customs fees will vary by item and by destination and are not covered by Ships US. If you have questions about these fees, contact your country’s customs office.

Do you offer package storage?

Yes. If you need us to hold packages for consolidation or for any other reason, please just let us know. All members get at least 7 days of storage for free.

Will I have to pay sales tax on Amazon purchases?

Yes. The US address we provide for you will be in California, and California now requires sales tax be collected for Amazon orders shipped to addresses in the state.

Can I return items purchased through Ships US concierge service?

Yes. Check the seller’s return policy first. If the item is eligible for return, you can mail it back to them directly. You will be responsible for any return shipping fees that may apply. Once the seller receives the return and issues a refund, we will transfer the credit to your Ships US account.

What if my package gets lost or stolen?

Although we take excellent care of your packages while they are at our facility, we cannot control what happens to them once we hand them over to the courier. We recommend purchasing insurance for all your packages. If your package is lost or stolen, the insurance will cover the value of the items inside. Insurance will not cover the cost of postage or our service fees. If you decline the insurance, you will not receive any kind of refund in the event of a lost or stolen package.

What is your refund policy?

We offer a 30 day money-back guarantee on our Priority and First-Class Memberships. If you are not satisfied with our service for any reason in the first 30 days after you sign up, please let us know and we will refund your membership fee for that month.

Ships US Located at
4650 Arrow Hwy, Suite D3, Montclair, CA.
Phone: 909-399-0821