Frequently Asked Questions

Home  >  FAQs

Account Info

Shipping

Handling Packages

Buy For Me

Fees & Charges

General

Account Info.

To sign up, click on the “Sign Up” button in the upper right-hand corner of the page.

If you choose to sign up with your email address, you will be re-directed to the sign up page. If you select Facebook, it will either connect automatically, or you’ll have to sign into your Facebook account (this depends on your browser/password settings).

After you sign up, you will be prompted to enter your address and shipping information. We will not be able to ship your packages to you or process your Buy For Me requests without this information.

**NOTE**
Receive $5 account credit when you Refer a Friend

Click the “Login” button in the upper right-hand corner of the website.

Then enter your email address and password, or sign in through your Facebook or Google account.

**NOTE**
After you enter your password, you’ll have the option to remain logged into MyMallBox. Please do not select this option if you are accessing MyMallBox.com on a shared or a public computer.

After you’ve signed in to MyMallBox, click on the “account settings” button. From there, you can change your password, address, phone number, etc.

If you’re logged in to MyMallBox, click on the “account settings” button.

From there, scroll down until you see the “security settings” section. You will be able to change your password and/or security question and answer by clicking the relevant button.

If you’ve forgotten your password, go to https://service.mymallbox.com and click “login” on the upper right part of the page. Then, click the “Forgot Password?” link.

Once the page loads, just enter the email address associated with your MyMallBox account, and you will receive an email with a link to reset your password.

Yes, once you’ve received your address, it’s ready for use! Please ensure that all of your shipments include your complete MyMallBox address information, including your suite number!

If you forget to include your suite number when ordering from a merchant, let us know.

Please note: forgetting to include your suite number will delay processing time.

As soon as you register, we’ll assign you a suite number (which you can find by visiting your account page). When you ship a package to MyMallBox, please include your MyMallBox suite number along with your name and our address. An example may look like this:

Your Name
620 Centerpoint Blvd.
Suite B6788
New Castle, DE 19720

Once a package arrives, your suite number is all we need to know to know it’s yours. Once we process your package, you’ll receive an automated email letting you know!

No! Your address here is not a PO Box. Many sellers don’t ship to PO Boxes because FedEx, UPS, DHL, etc. won’t deliver to PO Boxes.

Yes, you can add as many shipping addresses as you’d like!

To add another ship-to address to your account, click on “Account Settings”, then select the “My Address” tab. Once there, click the “Add New Address” button.

A box will appear where you can enter your new address information. Once you have entered the information, click “Save”.

When shopping online, you should use the phone number associated with the credit card account you’re using to make the purchase. Most stores will need your phone number to verify billing information and your order. Unfortunately, we are unable to complete either of these tasks if the store contacts us, and they may cancel your order if you don’t provide the correct information.

Shipping

After we ship your package, you will receive a confirmation email. This message will include your tracking number, linked to the carrier you chose.

You can also find your tracking number by checking the “My Packages” page of the website.

The availability of shipping options and delivery time depends upon your package’s dimensions, weight, and the destination country.

DHL Express: 1-3 business days
USPS Priority: 6-10 business days
Airmail/ePacket: 5-12 business days

Please note: we are not responsible for shipping delays caused by customs or the carrier. However, if you are experiencing issues, we will do our best to communicate with them. Our goal is to help you resolve any problems as quickly as possible!

As a security measure, there will be a 1-week delay before any high-value packages can be released for shipment. This is to protect all of our customers and your valuable items.

If the customs value for any of your items is greater than $2,500, the US Customs Department requires us to fill out special documents. There is no added cost for this, but shipping/transit times may be delayed until the forms are submitted and reviewed by customs.

How much does additional insurance cost?

There are many reasons why your package may be on hold. If this is the case, please first contact the carrier (DHL, USPS, etc.). If you don’t get the answers you need, feel free to contact us via a support ticket and we’ll do our best to help!

Contact Links:
DHL Express
USPS Priority Mail
USPS Airmail/ePacket

**NOTE**
Tracking for USPS Airmail is not available outside the US
Tracking for USPS ePacket outside the US is guaranteed only for these participating countries
If your tracking states “Delivered” but your package has not yet arrived, this means it has been delivered to your local post office. Please contact your post office with any questions or concerns.

We do not have control over the customs charges in your country.

Unfortunately, it’s impossible for us to provide a definitive answer, but please reach out via a support ticket if you have product/package specifics and are looking for answers/tips.

The customs process normally runs smoothly. However, if you experience a delay, please first try contacting the carrier.

Shipping delays vary on a case-by-case basis. If we receive any information regarding your package’s customs activity, we will be sure to notify you right away.

Likewise, if you hear anything, or if you have any questions that you think we could help with, contact us via a support ticket!

Don’t worry – “clearance event” simply means that your package is being processed at customs. Unless you are contacted, your package will be on its way once it is fully processed.

A package’s tracking information isn’t always updated right away. Please allow up to 24 hours after your package ships. If you don’t see an update after 1 business day, feel free to contact us. We’ll be happy to look into it for you!

If you shipped your package with either USPS Airmail-Non-Tracking or USPS ePacket the tracking for these services is provided by Globegistics Inc. For the most up to date tracking, search your tracking number on their website at https://globegisticsinc.com.

If you shipped your package via USPS Airmail or ePacket, it is possible that your package was delivered to your local post office. Please check with the post office to see if they have it.

Otherwise, please fill out this form to submit a claim to MyMallBox. Your claim may take a few days – or even weeks – to resolve, so your patience is greatly appreciated!

Disclaimer:
– MyMallBox only covers up to $100 for a package (this includes shipping costs) and will reimburse in the form of CREDIT.
– Carriers NOT covered under MyMallBox insurance: DHL (Local Post), USPS (Airmail – Non-Tracking), USPS (ePacket).
– Additional Insurance will also be reimbursed int the form of MyMallBox CREDIT.

Unfortunately, we do not provide a Collect on Delivery service. As much as we’d like to help our customers with everything, we have to protect our customers and outselves from fraud or dishonesty.

Certain items, such as perfume, nail polish, and lithium batteries are classified as Dangerous Goods by the IATA (International Air Transport Association). Like all companies that ship internationally, MyMallBox must follow the regulations set forth by the IATA. In most cases, we are not able to ship Dangerous Goods.

Please review our Prohibited Items page to see a complete list of restricted items.

If you’re still unsure after going through the list, please create a support ticket and we will be happy to help!

MyMallBox cannot ship any motorized vehicle that requires a license to operate, such as:
– Cars
– Trucks
– Motorcycles

However, we are normally able to ship automotive/machine parts!

Examples of automotive/machine parts we CANNOT ship include:
– Airbag inflators
– Airbag modules
– Batteries (car, golf cart, motorcycle, etc.)
– Seatbelt pretensioners
– Fuses
– Igniters

We cannot ship prescription medications (in accordance with the United States law) or non-FDA approved medications (most dietary supplements are not FDA approved).

Please do not ship prescription medications to your MyMallBox suite. If you do, we will not be able to forward them to you.

MyMallBox cannot ship any product that appears to be related to police, government, or military activity. Common police and military items include, but are not limited to:

– Badges
– Body Armor
– Protective Clothing containing Body Armor
– Police batons
– Handcuffs
– Surveillance equipment
– Weapons
– Weapon parts
– Chemical weapons
– Night-vision equipment

If you are unsure whether a product is considered a police or military item, first check out our Prohibited Items list. If you can’t find it here, please reach out to us!

No, we cannot ship controlled (illegal) substances or any item that contains controlled substances. Please do not ship controlled substances to your MyMallBox suite.

A controlled substance is any drug that is illegal or restricted for sale in the United States – even if it is readily available in your own country!

If you ship a controlled substance to our warehouse, we reserve the right to suspend your MyMallBox account, and you may permanently lose access to MyMallBox’s services.

We cannot ship human growth hormones of any kind. Please do not ship human growth hormones to your MyMallBox suite.

Common examples of human growth hormones include:
– Norditropin
– Nutropin
– Omnitrope
– Saizen
– Genotropin

Please note: even supplements and vitamins legally purchased for bodybuilding purposes that are not FDA approved (such as Creatine) are still considered prohibited items.

If you want your package to ship ASAP, please do your best to pay before 12PM EST.

Our ability to ship later in the day depends on our daily volume. If we aren’t able to ship your package the same day you pay, we will ship it the next business day!

If you do not see all of the carrier options during checkout, your package is probably over the carrier’s weight limit. If the package is heavier than 4 pounds, and/or its total dimensions are greater than 34 inches (L + W + H), you will not be able to choose USPS Airmail or ePacket.

If you think your package can be shipped in smaller packaging, you can request a repack via the website.

**NOTE** If local post tracking is not available in your country, you will not see local post carrier options at checkout.

If your package arrives to you damaged, broken, missing any items – or doesn’t arrive at all – please fill out this form to file a claim with MyMallBox.

How much does additional insurance cost?

There are many reasons why your rate may have increased/decreased since the last time you shipped with us.

The following are always changing and affecting rates:

  • Carrier fees
  • Shipping Lanes (route the aircraft must follow when shipping)
  • Aircraft Volume fees (price the carrier charges based on how full the aircraft is at the time of shipment)

In addition, it is customary in the shipping industry for carriers to raise their rates annually. When a carrier, such as DHL, raises their rates, we also must raise our shipping costs to remain profitable.

USPS Airmail is very similar to USPS ePacket. The main difference is the level of tracking for each service.

USPS Airmail is a  limited-tracking service. The tracking number has a prefix of UM, and tracking is only available until the package leaves the United States.

USPS ePacket features full tracking in the 30 countries where it is available. The prefix is LX, and these packages can be tracked from the moment they leave MyMallBox until they are delivered to your door.

Currently, ePacket with full tracking is available in 30 participating countries:

Australia, Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, and Switzerland

**NOTE**
If your tracking states “Delivered” and has not yet arrived, this means your package has been delivered to your local post office. Please contact your local post office at this point with any questions or concerns.

Whenever a shipment arrives into any country and then is shipped back out again within a year, there should not be any duties/taxes applicable.

Please notify us if you are sending a warranty repair to your suite.

Due to current US regulations, we are prohibited from shipping to the following countries:

  • Cuba
  • Iran
  • Myanmar
  • North Korea
  • Sudan
  • Syria
  • Libya
  • Yemen
  • Indonesia

We currently offer 4 different carrier options for shipping your packages. The shipping options available for your individual package will vary depending on the weight, size, and destination for your package.

1. DHL EXPRESS
Select this option if you want your package as soon as possible – it will arrive within 1-3 business days. Track your shipment here.

2. USPS PRIORITY
Choose if you don’t need your package right away. Your package (up to 70lbs) will arrive between 6-10 business days; you can track it with USPS Tracking.

3. USPS ePACKET
This is a low-cost, but trackable shipping solution for parcels under 4 pounds. USPS will give the package to your country’s postal service for local delivery. Full tracking is only guaranteed to the following countries: Australia, Belgium, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Hungary, Italy, Ireland, Israel, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland, and the UK.

4. USPS Airmail-Non-Tracking
This is our most cost-effective shipping option for smaller packages (up to 4 pounds and/or its total dimensions are greater than 34 inches (L + W + H). USPS will give the package to your country’s postal service for local delivery.
Please note: this is a low-tracking service. You may lose all tracking after your parcel leaves the US. As a result, insurance is not available for Airmail shipments.

Handling Packages

Consolidation: When we combine multiple packages into one box, minimizing shipping costs. We will only do this if you make a request.

How to request a Consolidation:

Repack: Instead of selecting multiple packages, you select just one and then click the “Repack” button. The request will go to the warehouse, where the packers will pack your items into a smaller box or a bubble-mailer.

How to request a repack:

Once a package has been repacked, you cannot consolidate it with other packages. By the same token, you cannot add additional packages to a consolidation once it has been completed.

If you request a Repack for fragile items, our packers will use their best judgment on the safest way to pack the items. This may require that they use a box, rather than a bubble-mailer. If you specifically request a bubble-mailer we will use one, but we can’t be responsible for items damaged in transit.

Consolidating your packges cuts shipping costs. Instead of shipping individual boxes, we combine multiple orders into one box. We may not use the original shipping box, but we will never alter a product’s original packaging unless you ask us to!

Because shipping costs are based on the the greater of actual weight or dimensional weight, repacking a single package may also reduce your shipping cost. For example, the merchant might send a product in a shipping box that is much bigger than it needs to be. Putting the product in a smaller box is likely to lwer the cost.

Click here to learn about Repacks and how to request them!

When leaving our warehouse your packages can either be shipped in a Box or in a bubble mailer.

The outer packaging for your items can be determined from the dimensions of your package on your page. If the dimensions for your package are listed as 1x1x1 this means your package will be shipped in a bubble mailer. If the dimensions are 2x2x2 or larger they will be shipped in a box.

You can contact us via a support ticket to request to have your package repacked into either a bubble mailer or box. This request may take 1-2 business days to be fulfilled. We will do our best to accommodate all requests but not all items will be able to fit in a bubble mailer because they only come in certain sizes.

Bubble mailers may reduce the cost of shipping your package but do not provide as much protection for your items. While boxes may increase the cost of shipping but provide more protection for your items in transit. If you specifically request a bubble-mailer we will use one, but we can’t be responsible for items damaged in transit.

Packages, parcels, and mail sent to us without a “My Incoming Package Form” (aka ASN) will receive a $0.50 receiving fee. Submissions with false or incorrect tracking numbers will incur the fee. Honest mistakes or issues will be forgiven.

International carriers (like DHL, USPS, UPS, etc.) calculate their shipping rates based on either the actual weight or dimensional/volumetric weight.
Dimensional/volumetric weight (DIM weight) takes a package’s size into account.

Imagine you ordered a really large poster. The poster weighs 1 pound, but it only fits in a 20x20x20 box. In this case, carriers will charge you for the size of the box (20x20x20) and not its weight.

If you think your items could fit into a smaller box, you can always request a repack through the website.

It will usually take 1-2 business days for your package to be received into your account, and you will get an email as soon as this happens.

Factors that impact processing time:

  • Our daiyl receiving volume
  • What time your package is delivered to our facility
  • The time of year

While we always try to make sure packages are processed the day they are delivered to our facility, this is not always possible. If it has been 1-2 business days and your package has not been received into your account, please make sure to provide the tracking number when contacting our support team.

Sometimes, you may send a package to your cart but not pay to ship it right away. In these cases, you may experience this problem.

Click on the cart icon on the top right of the screen, and you will be taken to your cart. It may appear empty, but simply click on the “Checkout” tab, and you should see your package. If you still don’t see it, please write to us at support@mymallbox.com, and we will do our best to assist you!

You can split one package into two or more new packages. Simply fill out a split package request form, including your Suite Number and Package ID, and any specific instructions on how you would like the products split. There is a $5.00 fee per package that results from the split.

Learn more about Split package fee.

Buy For Me

Some US retailers will not let you buy their products without a US credit card (or a US account with payment companies like PayPal). In these cases, we can buy these products for you!

*BUY FOR ME service temporarily unavailable until further notice. We apologize for the inconvenience.

Log into your account and click the “Buy For Me” button. Here, you will be able to see the status of any Buy For Me orders you have already submitted. To submit a new Buy For Me order, click “Create New”.

Fill out as much information as possible so our Buy For Me specialist will know exactly what to order for you. Click “submit”, and we’ll get started processing your order!

After we confirm your Buy For Me order details, we will change your order status from “Opened” to “Pending”. Once your order is Pending, navigate to the “Buy For Me Orders” page, select the order(s) you want to pay for, and then click “add to cart”.

Go to your cart, select the package, and click the “Checkout” button.

Once the package is in Checkout, you can pay with PayPal, use account credit, or a combination of the two.

**If you would rather pay with a credit card, we can send you an invoice. All we need is the email that you’d like us to send the invoice to! You can request an invoice via a support ticket. Please use your Buy For Me ID number as the subject line!
Once we receive your payment, we’ll purchase your products!

We cannot place bids for items within an auction-based transaction setting. There are too many uncontrollable variables that can limit our abilities (and the quality of our service).

However, if the desired item has a “Buy Now” price, we can certainly purchase the product. Please specify that you would like us to “Buy Now” in the additionall information field, otherwise we can’t complete the transaction.

We can return the product to the merchant for a $10 return handling fee. The merchant will typically provide a return label. If you cannot acquire a return label from the merchant, we will be happy to create a return label for you, but this will come with an additional charge.

To begin the return process, please contact us via a support ticket.

At the moment, our website only allows you to submit one item per order. We are working on updating the website to allow you to submit multiple items in the same order. Stay tuned for updates!

If your order is or has gone out of stock before we are able to get a quoted price for you, we will inform you, but we will have to cancel the Buy For Me order. If you notice that the item comes back in stock, you can re-submit the Buy For Me order as a new order, and we will try to purchase that for you as soon as possible. Please be aware that it can take up to 24 hours for a Buy For Me order to be processed.

You can’t edit a Buy For Me order, but if you wish to cancel it before you have paid, you can do so via the website.

If we’ve already ordered the products, you’ll have to wait until they get to our warehouse; then we can return the order.

You can go ahead and place your Buy For Me order on the day before the item is released. We cannot guarantee that we will be able to purchase this items before it is sold out online, but this will give us a head start.

Fees & Charges

Our shipping rates vary based on a few different factors, such as package dimensions, package weight, etc.

For a free quote, please use our Shipping Calculator. Multiple shipping options (and prices) may appear based on the information you enter.

There are multiple handling (optional service) services we offer at MyMallBox in order to help our customers minimize shipping costs.

You can learn more about those services and their fees on our pricing page.

We reserve the right to change our fee structure in the future. We may add premium, paid services as our business grows based on customer demand.

We offer free storage services to all MyMallBox members. 

Please look at the two different types of storage services offered at MMB:

Incoming Packages:

  • All incoming packages are entitled to a 30-day free storage
  • Please remember to take action on your packages as soon as possible as there will incur storage costs ($1 per day per package) after the 30 days.
  • After 120 days, your packages will automatically cancel on our system and will be liquidated, and you’ll not be able to retrieve them.
  • The storage limit is cumulative.
  • The 30-day and 120-day cycles do not reset.

Consolidated/Repackaged Packages:

  • All consolidated and repackaged packages are entitled to a 5-day free storage
  • Please remember to take action on your packages as soon as possible as there will incur storage costs ($5 per day per package) after the 5 days.
  • After 60 days, your packages will automatically cancel on our system and will be liquidated, and you’ll not be able to retrieve them.
  • The storage limit is cumulative.
  • The 5-day and 60-day cycles do not reset.

If you’re not sure how long your package(s) has been stored at our warehouse, please check the received date for your package. This information can be found within the package information on the “My Packages” page.

We charge a $10 return handling fee for return packages that have prepaid return labels from the merchant.

If you do not have a prepaid return label from the merchant, we will have to create our own label and invoice you for the shipping cost.

We’re always happy to repack or consolidate packages at your request. Combining several packages into one or repacking your items into a smaller box can help you save on shipping costs. But it takes significant time and resources to complete just one repack.

To continue offering high-quality repacking services, and to recoup the cost of packing supplies, we will be adding a fee of $3.00/$2.00/$1.00 per package, depending on the number of requests in a single transaction. For more pricing information, please visit our pricing page.

Most shipping couriers charge for a mid-delivery address change. If the courier does not have a fee, then we will not charge you for the address change.

For an immediate address change, please contact us via a support ticket.

*Please note: if you need to change an address AFTER your package has shipped, DHL Express will charge a $13 address change fee.

We charge $5.00 for each package that results from the split.

Click here for more information on splitting packages!

General

We are a package/parcel/mail forwarding service. We provide our customers with a US address (a suite in our warehouse), which allows them to shop at online retailers who require a United States shipping address.

MyMallBox business hours: Monday-Friday, 9AM – 5PM EST

If you contact us over the weekend, we will get back to you as soon as we can during our office hours. Likewise, if you have a package that is scheduled to be delivered – or if a carrier has attempted to deliver a package – over the weekend, it will be redelivered to us on the next business day.

Unfortunately, if a company refuses to ship to our warehouse, there isn’t much we can do. Some companies reserve the right not to ship to package forwarding addresses.

Companies who may refuse shipping to our address include, but are not limited to:

  • Best Buy
  • Apple
  • Coach
  • Ulta
  • Urban Decay
  • H&M
  • Bonton
  • Kat Von D
  • Michael Kors
  • Sephora

However, sometimes these companies will ship to us, so it’s worth trying!

We currently only accept PayPal through our website.

If you need to pay using a credit or debit card, please send a request to support@mymallbox.com. We will email you a PayPal invoice, which you can pay with your card (a PayPal account is not required). This option is not available to customer in some countries. It is best to check with PayPal to see if this option is available for you.

Yes! We’re more than happy to accommodate your mail and magazine deliveries.

If you would like us to scan and email you a copy of your letter, please contact us via a support ticket with you request and we will invoice you for the service fee.

For further information about our fees and charges, please click here.

If you would like to return a package that has been delivered to MyMallBox, please contact the merchant and request a pre-paid return label. If they cannot provide one, we will have to create our own label and invoice you for the shipping cost.

Fill out this form, and include the return label as an attachment (or let us know the return address if you don’t have a label). Include your suite and package number, as well as the email to which you would like the invoice sent (your PayPal email, if possible). We will send you an invoice for the $10 return handling fee.

When you have paid the invoice, we will ship your package back to the merchant.

If you are having trouble viewing your MyMallBox credit, try logging out and back in to your account. You can also try refreshing your page. If this does not work, please contact us via a support ticket.

Goods can be unshippable if relevant organizations classify them as:

  • Hazardous
  • Dangerous
  • Prohibited
  • Restricted

Below are some additional more specific categories of items we are unable to ship:

  • Knives that are longer than 6 inch
  • Motherboards
  • Bank statements, records, and other financial documents

While we may be able to ship your items you should also make sure the items do not violate any of your country’s import laws. Below are some helpful links to determine if you will be able to import your items. We will continue to update this list as we find additional resources.

If we receive products we can’t ship, we will reach out to you. We have the right to refuse any product we feel is unsuitable to ship, even if it is legal. If an unshippable item makes it through our receiving process, this does not necessarily mean we can ship it.

Check out our Terms and Conditions for a more detailed description of Unshippable/Prohibited Items.

Step 1: You invite your friend
Step 2: Your friend ships his or her first package
Step 3: You get $5 in your account

Click the Referrals button to learn how to invite people to use MyMallBox.
Read the Terms & Conditions before you invite your friends. By participating, you acknowledge that you have read and agree with all guidelines.
Use My Referrals to monitor your referrals. You’ll be able to track who has signed up, who has shipped their first package, etc.
You’ll also be able to re-invite anyone who hasn’t signed up yet!

Right now, our only facility is located in Delaware. When we open new facilities in other locations, we will be sure to let you know!

Carriers take both the size and weight of your package into consideration when determining the shipping cost. The weight of the ppackage is important, but sometimes the amount of space the package takes up on the truck or plane is given even more consideration!

Dimensional, or volumetric, weight is a method of measurement calculated using the dimensions (length x width x height) of the package. Shipping cost is based on the greater of the actual weight or dimensional weight.

The formula for calculating the dimensional weight of a package shipped internationally is:

(Length x Width x Height [in inches]) / 139 = Dimensional Weight (in pounds).

Shop USA & Ship Worldwide

Start shopping US stores and save on international shipping.
Sign up & get a free US address to get started!

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