Account Info.
How do I sign up?
To sign up, click on the “Sign Up” button in the upper right-hand corner of the page.
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 without this information.
For a step-by-step guide, please refer to this support page.
How do I log in to my account?
Click the “Login“ button in the upper right-hand corner of the website.
For a step-by-step guide, please refer to this support page.
How do I access and/or change my account information?
After you’ve signed in to MyMallBox, go to Account Settings. From there, you can change your password, address, phone number, etc.
For a step-by-step guide, please refer to this support page.
How do I change or recover my password?
For a step-by-step guide on:
- How to change my account password, click here.
- How to recover my account password, click here.
Can I start using my US mailing address immediately after I sign up?
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, please let us know as soon as possible.
Please Note:
Forgetting to include your suite number will delay processing time.
How will MyMallBox know a package is mine?
Once you sign up to MyMallBox, we’ll assign you a suite number (which can be found at the top of your Dashboard). When you ship a package to MyMallBox, please include your suite number along with your name and our address. An example may look like this:
Your Name
620 Centerpoint Blvd, New Castle, Delaware, United States
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!
Is my MyMallBox suite number a PO Box?
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.
Can MyMallBox ship to multiple locations?
Yes, you can add as many shipping addresses as you’d like so that you can ship your packages to multiple destinations using a single account.
To add another ship-to address to your account, go to 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.
Once you have successfully added a new shipping address, you will be able to select one of your saved shipping addresses in the cart.
After you select a shipping address, select a shipping service available to the destination, then proceed to checkout.
What phone number should I use when placing an online order?
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, MyMallBox is 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
How do I find my tracking number?
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 from My Packages.
How long will it take for my package to reach me?
The availability of shipping options and delivery time depends upon your package’s dimensions, weight, destination country, and shipping service.
- AsendiaUSA ePAQ Plus: 4-10 business days
- AsendiaUSA ePAQ Select: 2-9 business days
- AsendiaUSA ePAQ Select PMEI: 3-14 business days
- AsendiaUSA ePAQ Standard: 2-7 business days
- UPS Expedited: 2-5 business days
- UPS Express: 1-3 business days
- UPS Saver: 2-3 business days
- USPS Express Mail International: 3-5 business days
- USPS First Class Package International: 7-21 business days
- USPS Priority Mail International: 6-10 business days
Please Note:
MyMallBox is 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!
What if I'm shipping high-value goods?
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.
Why is my shipment on hold?
There are many reasons why your package may be on hold. If this is the case, please first contact the carrier (Asendia, UPS, USPS, etc.). If you don’t get the answers you need, feel free to contact us via the MMB Support portal and we’ll do our best to help!
Contact Links:
AsendiaUSA
UPS
USPS
Please Note
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.
Will I have to pay customs duties, taxes, or other charges?
MyMallBox does not have control over the customs charges in your country.
Unfortunately, we can’t provide a definitive answer, but please feel free to contact us via the MMB Support portal if you have product/package specifics and are looking for answers/tips.
Does customs clearance cause shipping delays?
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, please contact us via the MMB Support portal.
What does "clearance event" mean in my tracking information?
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.
My package shipped, but the tracking information hasn't updated. What's wrong?
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 via the MMB Support portal.
- Asendia Tracking: Click here.
- UPS Tracking: Click here.
- USPS Tracking: Click here.
The tracking info says my package was delivered, but I never received it. What happens now?
If your parcel tracking number shows that your parcel has been delivered but you haven’t received it, please contact us with your suite number, package ID, and the shipment tracking number via the MMB Support portal.
We’ll do our best to liaise with the carriers and locate the package.
Do you provide COD (Collect on Delivery)?
Unfortunately, MyMallBox does 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 ourselves from fraud or dishonesty.
Are there items I'm not allowed to ship?
MyMallBox is unable to ship 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, we must follow the regulations set forth by the IATA. In most cases, we are not able to ship any dangerous goods.
Please refer to our prohibited items page to see a complete list of the prohibited and restricted items.
If you’re still unsure after going through the list, please contact us via the MMB Support portal.
Can you ship motorized vehicles?
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
Can you ship medications or dietary supplements?
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.
Can you ship police or military style items?
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!
Can you ship illegal substances?
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.
Click here to learn more about the prohibited items.
Can you ship human growth hormones?
MyMallBox is unable to 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.
When should I pay to make sure my package ships the same day?
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!
My package is lost, damaged, or missing items. What do I do?
If your package arrives to you damaged, broken, missing any items – or doesn’t arrive at all – please contact us via the MMB Support portal with your suite number and the package ID.
Why has my shipping rate increased?
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.
Will there be duties and taxes on warranty repairs?
Whenever a shipment arrives in 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.
What are the prohibited countries for international shipping?
Due to current US regulations, we are prohibited from shipping to the following countries:
- Cuba
- Iran
- Myanmar
- North Korea
- Sudan
- Syria
- Libya
- Yemen
- Indonesia
- Russia
- Ukraine
If you have any questions, please contact us via the MMB Support portal.
What shipping options and carriers can I choose from?
MyMallBox currently offers various shipping services offered by the world’s leading carriers. The shipping options available for your individual package will vary depending on its weight, size, and destination.
AsendiaUSA ePAQ Plus:
- For packages up to 4.4 pounds
- Ships to destinations worldwide
- Full shipment tracking available to most countries
- No fuel surcharge
- Duties and taxes unpaid
- Cost-effective and reliable
AsendiaUSA ePAQ Select
- For packages up to 66 pounds
- Ships to major destinations worldwide
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
AsendiaUSA ePAQ Select PMEI
- For packages up to 66 pounds
- Ships to major destinations worldwide
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
AsendiaUSA ePAQ Standard
- For packages up to 4.4 pounds
- Ships to destinations worldwide
- Full shipment tracking unavailable
- No fuel surcharge
- Duties and taxes unpaid
- Excellent value for money and reliability
UPS Expedited
- For packages up to 150 pounds
- Ships to more than 220 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
- Up to three delivery attempts
UPS Express
- For packages up to 150 pounds
- Ships to more than 220 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
- Up to three delivery attempts
UPS Saver
- For packages up to 150 pounds
- Ships to more than 220 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
- Up to three delivery attempts
USPS Express Mail International
- For packages up to 66 pounds
- Ships to more than 190 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
- Reliable, high-speed mail service
USPS First Class Package International
- For packages up to 4 pounds
- Ships to more than 180 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
USPS Priority Mail International
- For packages up to 66 pounds
- Ships to more than 180 countries
- Full shipment tracking available
- No fuel surcharge
- Duties and taxes unpaid
Package
What is the difference between consolidation and repackaging, and how do I request one?
Consolidation: When we combine multiple packages into one box, minimizing shipping costs. We will only do this if you make a request.
Repackaging: When we repack a package into a smaller-sized box, minimizing shipping costs. We will only do this if you make a request.
How to request a Consolidation:
Go to My Packages, select the packages you wish to consolidate, and then click CONSOLIDATE. Please note, that once packages have been consolidated, you will not be able to add additional package(s).
How to request a repack:
Go to MY PACKAGES, select the packages you wish to consolidate, then click REPACKAGE. Please note, that once a package has been repackaged, you will not be able to consolidate it with other packages.
If you request a repackaging service 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.
What are the benefits of consolidating/repackaging packages?
Consolidating your packages 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 greater 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 lower the cost.
Visit our pricing page to view our optional services to help minimize international shipping costs.
Will my package be shipped in a box or bubble mailer?
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 the MMB Support portal to request to have your package repackaged into either a bubble mailer or a 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.
Should I notify MyMallBox of any incoming packages?
MyMallBox no longer requires our members to submit an Incoming Order Form to notify us of any incoming (inbound) packages. This means that when your package is received at the warehouse, it will be assigned a new package status called “Action Required” where you’ll be asked to complete the customs declarations on your own. Please go to My Packages and make sure you input the correct information to ensure a successful international shipment.
Why does my package cost so much to ship?
International carriers (like Asendia, UPS, USPS, etc.) calculate their shipping rates based on several factors including the parcel’s dimension, weight, and dimensional weight.
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 request our repackaging service to minimize your parcel’s dimensional weight (DIM weight). Please note that MyMallBox charges a repackaging fee of US$3 per package.
My package was delivered to you. Why can't I see it in MY PACKAGES?
It usually takes 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 daily receiving volume
- The 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 contact us via the MMB Support portal with your inbound (domestic) tracking number.
Can I split my items into two or more packages?
MyMallBox offers split packaging services for those who wish to split their package into two or more new packages. To request split packaging, please contact us via the MMB Support portal.
Please note that MyMallBox charges a split packaging fee of US$5 per package (the service fee is based on the number of packages after the split).
Fees & Charges
How much does shipping cost?
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.
Do you charge handling fees?
In general, MyMallBox does not charge handling fees for processing your order. However, there are some services we provide that do incur fees.
- Consolidation: $3 per package
- Repackaging: $3 per package
- Split Packaging: $5 per package
- Photo Request: $2 per package
- Returns: $10 per package (for packages with prepaid return labels)
- Extra Storage: $1 per package daily (post the free storage period).
For further information on the above optional services, please visit our pricing page.
MyMallBox reserves the right to change our fee structure in the future. We may add premium, paid services as our business grows based on customer demand.
Do you offer free storage?
Yes, we are pleased to offer complimentary package storage services to all our valued members, both Standard and Premium.
Incoming Packages
Storage duration:
- Standard members: 7 days of free storage
- Premium members: 45 days of free storage
Important considerations:
- We encourage prompt action on your packages to avoid additional costs.
- Storage fees of $1 per day per package apply after the free period expires.
- Packages unclaimed after 120 days will be automatically canceled and become irretrievable.
- The storage limit is cumulative, and the free storage cycles do not reset.
Consolidated/Repackaged Packages
Storage duration:
- Standard members: 5 days of free storage
- Premium members: Unlimited free storage
Important considerations:
- Standard members are advised to take prompt action to avoid additional costs.
- Storage fees of $5 per day per package apply after the 5-day free period for Standard members.
- Packages unclaimed after 60 days will be automatically canceled and become irretrievable.
- The storage limit is cumulative, and the free storage cycles do not reset.
To monitor the duration of your package storage, please refer to the “Received Date” listed in the package information section of your My Packages dashboard.
What are your return fees?
MyMallBox charges 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.
Should you wish to request a return, please submit your request via the MMB Support portal.
What are your repackaging fees?
We’re always happy to repackage 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 per package in a repack/consolidation. You can visit our pricing page for further information.
If you've shipped my package but I need to change the delivery address, how much does it cost?
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 the MMB Support portal.
Please note there may be additional costs incurred by the carriers which will be at the member’s expense.
What are the fees for splitting a package?
MyMallBox charges a split packaging fee of $5.00 for each package that results from the split. To request a split packaging service, please contact our support team via the MMB Support widget.
Membership
Do you have a membership plan?
Yes, we offer two membership plans: a Standard Membership, which is free, and a Premium Membership, available for $9.99 per month.
How much is your membership?
Our Standard Membership is free for life, while our Premium Membership is $9.99 USD per month, with the option to cancel anytime.
What are the benefits of Premium membership?
Opting for the Premium Membership unlocks numerous benefits, as many optional services become complimentary. For detailed pricing on optional services, please visit our Membership page.
How often do I need to renew my membership?
The Standard Membership does not require renewal. For the Premium Membership, billing renews monthly.
What type of payment methods do you offer when purchasing memberships?
We accept a wide range of payment methods for purchasing memberships, including PayPal, Visa, Mastercard, American Express, Diners Club, Discover, JCB, Aura, China UnionPay, and more.
Can I cancel my membership?
Yes, you can cancel your Premium Membership at any time. Please note that once cancelled, your membership will remain active until the end of the current billing cycle, with no refunds issued for the remaining period.
Can I pause my membership?
Yes, you can pause your membership at any time. We offer complimentary pause options for either 1 month or 3 months, and you can reactivate your membership whenever you’re ready.
General
What is MyMallBox?
We are a package/parcel/mail forwarding service provider based in Delaware, United States. We provide our signed-up members with a US address (a suite in our warehouse), which allows them to shop at online retailers that require a US shipping address.
Are you open on the weekends?
MyMallBox business hours: Monday-Friday, 8 AM – 4:30 PM 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.
What if a retailer won't ship to my US address?
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!
What payment methods do you accept?
At MyMallBox, we enable our customers to pay using most of the major international credit and debit cards and a wide variety of regional and local cards, including:
- PayPal
- American Express
- China Union Pay
- Diners Club
- Discover
- JCB
- Mastercard
- Visa
- Aura
- Cartes Bancaires
- ELO
- Hipercard
- Mada
- RuPay
Can MyMallBox receive mail/magazines as well?
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 with your request and we will invoice you for the service fee.
For further information about our fees and charges, please click here.
How do I return my package to the merchant?
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.
I can't see my MMB Points, what do I do?
If you are having trouble viewing your MMB Points, try logging out and back into your account or try refreshing the page. If this does not work, please contact us for technical support. You can reach us via the MMB Support widget on the right bottom side of our website.
Can I get a shipping address somewhere other than Delaware?
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!
What is meant by "Dimensional Weight"?
Carriers take both the size and weight of your package into consideration when determining the shipping cost. The weight of the package 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).
