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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.

How can I get a Prime Account?
This invitation-only account is offered as a free upgrade to only a select number of our customer.
What is the difference between personal and business accounts?
Business accounts offer more advanced features for small- to medium-sized businesses, such as the ability to ship to multiple addresses and use of Air/Ocean Freight options.
Can I upgrade my account from Basic to Plus?
Of course! You can upgrade your account at any time.
Does the shipping price include customs fees?
Customs is not included in the shipping price and is 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?
Once we ship the item, you can expect an express shipment to arrive within two to four business days and an economy shipment to arrive within seven to ten days. If you live in a remote area, it might take longer.
What shipping company do you use?
We use UPS for all shipments, and it includes door-to-door package tracking.
I have already requested shipping. Can I add more shipments?
If we did not yet prepare and seal your order, and you have activated the “add shipments as they arrive” option on your account, they will be added automatically. However, once your order has been prepared and sealed, we cannot add any more shipments to it.
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.
What is dimensional weight?
Dimensional weight is used by all shipping couriers to calculate the weight based on the size of the shipment. For more information, click here.
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 you return an order to its sender?
Yes. However, we will charge your account with a $15 processing fee, in addition to the shipping cost.
Can I forward a shipment to another address in the United States?
We do not provide this service to our individual account holders. It is, however, offered to business accounts.
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.
What will happen if I order a prohibited shipment?
Once we receive a prohibited shipment, we will notify you by e-mail, and either return the shipment to its sender for $15+shipping cost or destroy it.