FAQ’s

Below, you’ll find the answers to our most commonly asked questions. This page is updated regularly as questions arise from our customers. Don’t see the answer to your question? Contact us today and we’ll be happy to answer it.

Can I upgrade my account from Basic to Plus?

Of course! You can upgrade your account at any time. Simply contact one of our friendly customer service agents and they will be happy to assist you.

What is the difference between personal and business accounts?

3-5 business days

Does the shipping price include customs fees?

Customs duties are not included in the shipping price and are determined by your local customs authority. We have no control over these fees.

Will my address be a P.O. Box?

No. You will receive a real street address that can be used at all online storefronts.

What is insurance? What is the benefit of insuring my shipments?

Insurance is provided by the shipping company to protect you in the event your shipment is damaged or lost during shipping. We strongly recommend you opt in to insurance options as we are not responsible for their protection once we ship them.

Can I receive packages not addressed to my name?

No, all packages must be addressed to you and include your full account number.

Can I use this address to receive magazines and personal mail?

Unfortunately we do not provide this service. We can only receive packages on your behalf.

How long does it take to receive an order?

Express takes 3-5 business days — as you can find this on our rates calculator

What shipping company do you use?

We use DHL, Aramex and FedEx. All shipments includes door-to-door package tracking.

How do you calculate the shipment weight?

We calculate the actual weight using electronic scales and we round up to the nearest pound. For example, if your shipment is 2.05 pounds, it will be recorded as 3 pounds. All international couriers use this method.

I have already requested shipping. Can I add more shipments?

If we have not prepared your order yet, our customer service agents are able to help you add a shipment to your order. However, once your order has been prepared and sealed we cannot add any more shipments to it..

What is dimensional weight?

Dimensional weight is used by all shipping couriers to calculate the weight based on the length, width, and height of a package. The larger a package is, the higher the dimensional weight will be.

What is the difference between economy and express shipping?
The only difference is speed. Express shipments typically arrive within two to four days, while economy shipments arrive within seven to ten days. Both are fully trackable online.
What is your SmartPack service?
SmartPack is a unique service designed to save you money. Instead of shipping your orders individually and in their original packaging, we consolidate them into one box. We ensure they’re packed securely and neatly, minimizing the chances that they’d get damaged during transit. We do, however, suggest you add insurance on any shipment, as we can’t be responsible for damage a package sustains once it leaves our facility.
Can I forward a shipment to another address in the United States?
We do not provide this service at the moment.
Can you return a shipment to its sender?
Yes. However, there is a $15 processing fee in addition to the shipping cost.
I have received a shipment to my U.S. address. When will you register it?
We strive to register all shipments we receive within four hours. If we receive a shipment on a Saturday, Sunday, holiday or after business hours, it may not appear in your account until the next business day.