Questions & Answers My Account What is the Sign-up fee? Sign-up is quick and easy at ReShip.com, taking only minutes to complete. If you are a resident of Canada, the United Kingdom, Ireland, Australia, New Zealand, or the United States, you can begin instantly using your account after registering and paying the one-time $5.00 sign-up fee. If you don't reside in these countries, you will be required to verify your account in a quick and simple process. In 2-5 business days after registration, you will be issued a refund on any amount between $0.01 and $0.99 USD. When this amount is reflected on your credit card or banking statement, simply sign into your ReShip.com account, click the "Verify Account" tab located in the red bar along the top-center of the page, and input the exact amount of the refund in USD. Your account will then become instantly active. If you choose to sign up using PayPal you will not be required to complete the verification process. Can I use my ReShip.com account to make purchases from U.S. companies that won’t ship to a P.O. Box? Yes. Unlike other package forwarding companies, we offer you a physical address instead of a P.O. Box. You will be given an individual suite number at our facility’s physical address for your exclusive use. What are the benefits of monthly membership? As a monthly member, you may use ReShip.com's package handling services for up to 10 packages at a monthly fee of $30.00 USD (excluding shipping costs and additional service options). Each additional package above the 10 package limit will be charged a nominal fee of $2. Without a monthly membership, you will be charged a $5.00 USD processing and handling fee per package received. After signing up for a ReShip.com account, how soon can I begin using my new U.S. shipping address? After registration, you can immediately begin shipping to your ReShip.com address. However, we will be unable to forward your packages until your account has been verified, which may take several business days depending on your credit card or banking institution. What will my address look like? Is it a mailbox or P.O. box? You will have a physical address in the city of PORTLAND, OREGON, which will look similar to this: YOUR NAME 13820 NE Airport Way Suite XXXXX Portland, OR 97230 USA Is your service available worldwide? For a complete list of the countries we serve, please review our registration form. If your country is not listed on our website, please send us an e-mail to discuss how we can serve your needs. How do I manage my orders with ReShip.com? After the quick and easy sign-up process, you will be able to instantly login to your personal Account Manager where you can view your orders currently at our facility, track your orders shipped from ReShip.com, manage your addresses and payment methods, and much more. How does the ReShip.com Account Manager work? Your ReShip.com Account Manager is where you can review your entire account in one easy-to-use location. Whenever we receive a package for you at our facility, you will be notified via email. When you receive this notification, log-in to your account and select the shipping method from our list of providers. You can also use your Account Manager to: update your shipping information, shipping preferences and payment options, view your shipping history and open a support ticket with our customer service representatives- all from one convenient location! What is the Refer a Friend program? The Refer a Friend program is an easy way to let your friends and family know about ReShip.com, all while earning $10 towards future shipments. When you refer a friend, you’ll both get $10 off your next shipment. Please note, each referral must ship an order before you receive your Refer a Friend credit. Payments Do your prices include duties and applicable taxes? Our rates include all shipping and handling fees. You will still be responsible for certain import duties and taxes imposed by your home country. ReShip.com is not responsible for any delays associated with customs difficulties. Please consult your local customs office with any questions. Can I make changes to my order after submitting payment for shipping? Unfortunately, once you’ve submitted your order and you have been charged for shipping it is not possible to amend any details of your order. Please ensure you have reviewed your order, selected the appropriate options prior to submitting your order. Will I be charged a broker fee to process my shipment? To clear and collect payment for your goods in your country, a broker is used by the shipping company. The costs associated with each company are as follows: DHL – No broker fee for shipments valued up to $2,000.00 USD. FedEX – No broker fee for shipments valued up to $2,000.00 USD. UPS - $10.00 USD fee for Canadian residents for standard shipments valued up to $200.00 USD. If the value is higher, a percentage fee will be charged. Please contact UPS directly for questions regarding these charges. USPS – No broker fee for shipments valued under $1,000.00 USD. Anything above this amount will require clearance by the receiving party. Do I pay duties and taxes directly to ReShip.com? No. Once your shipment reaches your country’s customs office, you will be contacted by the shipping carrier to handle the necessary fees. How do I pay if a U.S. retailer won't accept my international credit card? Many companies require a domestic address to be associated with your credit card. In most cases, adding your ReShip.com address as a secondary address to your card will remedy this situation. This can also be resolved by taking advantage of our Assisted Purchasing Program Shipping How much does it cost to ship a package to my country? ReShip.com offers a wide array of affordable shipping options. We have negotiated low rates from UPS, FedEx, and DHL, and pass our shipping discounts along to our customers. For up-to-the-date shipping estimates, please use our customized calculator. Can I pick up my order from your warehouse in person? Yes, we are happy to offer a will call service. You will be assessed a $5.00 USD will call fee to utilize this service. To schedule a pick up, please contact our customer service team for arrangements. Are there any items that ReShip.com can’t ship? For a full list of prohibited items please visit Prohibited or Restricted Materials Can I ship my items to another freight forwarding company inside the U.S.? No. Per our internal policy, ReShip.com is unable to ship merchandise to any other freight forwarding company How are Prohibited Items handled? If a Prohibited Item arrives in our warehouse, we inform the account holder that they have ten (10) business days from when the item is received to make arrangements for the item's return to vendor. If no arrangements are made during that time period, the item is properly disposed by ReShip.com. Are there size restrictions on what can be shipped? Reship.com specializes in small package shipments, but can accommodate large items (including pallet-size shipments) if arrangements are made in advance. If you plan on shipping larger-than-normal merchandise, please contact our customer service team for assistance prior to purchase. Can I make changes to my order after submitting payment for shipping? Unfortunately, once you’ve submitted your order and you have been charged for shipping it is not possible to amend any details of your order. Please ensure you have reviewed your order, selected the appropriate options prior to submitting your order. What is ReShip.com's policy on items damaged in transit? Reship is only responsible for items damaged in transit if insurance has been purchased. If you have purchased insurance and would like to make a claim please contact our Customer Service Department. Does ReShip.com offer insurance on my order? Not directly. While insurance can be purchased through ReShip.com for an additional fee, it is handled through your chosen carrier. What amount of insurance should I purchase? Items are insured for the value you declare them to be worth, which can be changed if necessary. ReShip.com suggests insuring your package at its full value to ensure complete coverage. How much does insurance cost? Insurance costs $2.00 USD for the first $100 USD of your order’s declared value. For a value over $100, an additional $2.00 is assessed for each additional $100.00. What does my insurance cover? Insurance covers the damage and/or loss of your package during transit along with shipping charges. Please note that Duties & Taxes are not covered by insurance. We insure packages up to a maximum $1000 value. Can I protect the contents of my order from damage or loss? Yes. If you paid for pre-delivery photos to verify the content of your order prior to shipment, any missing or damaged items will be covered by insurance - even after your package is delivered and signed for. How can I make an insurance claim? Insurance claims are handled through your chosen shipping company. While ReShip.com can file a claim on your behalf, we are not responsible for insured items during their transit. How do I file a insurance claim? Please contact us to initiate the claim with the carrier. We will require you to fill out a Claim Form along with providing photos of the inside and outside of the box. How long do I have to place a claim? You must contact ReShip.com with details about your claim within 48 hours of receiving your package. Claims filed later than 48 hours may still be processed however may be rejected by the shipping company. ReShip.com will not honor claims for broken items after 48 hours from delivery. What if I don’t agree with my carrier’s decision on my insurance claim? The carrier’s decisions on all insurance claims are final. ReShip.com trusts the carriers and respects their final decisions. However, if you feel that your investigation was not handled properly, you may contact the carrier directly. Are there punishments for filing a false insurance claim? In addition to being subject to local and international laws, filing a false claim will also result in the permanent deactivation of a ReShip.com account. How long does a successful insurance claim take to process? Claims may take up to 60 days to process. Your chosen carrier, not ReShip.com, decides this timeframe. Can I cancel insurance on my order? Once insurance is selected for an order it cannot be cancelled. If I file a successful claim, what will be refunded? You will be refunded the declared value of your purchase, but not the cost of shipping. If a refund is issued and the carrier does not refund you directly, ReShip.com will submit the refund to you via your original method of payment. Are there any items that ReShip.com can’t ship? Combustible and flammable items including paints, oils, lighters, perfume, nail polishes, etc. Pressurized materials such as hair spray, shaving cream, or spray cans of any type and hazardous materials such as fuels, chemicals, or explosives. Firearms, weaponry, and their components and parts, including military, police and tactical equipment of any kind, guns, gun replicas, gun accessories, gun components (magazines, clips, and rail systems), ammunition, knives with blades over 6", swords, compound bows, crossbows, discharge weapons such as shock batons or stun guns, tooling for guns or gun parts, paintball guns, optical scopes, laser sights, night sights, night vision goggles, handcuffs and other restraints, and surveillance equipment . Basically, if it can be used as a weapon, we won't ship it. Agricultural products such as plants, seeds, fruit, and nuts. Perishable foods of any type are prohibited. Animals and products made with animal fur are prohibited in most countries. Alcohol of any quantity, tobacco and nicotine products of any kind, including e-cigarettes and their components. Cash, currency, money orders, credit cards, debit cards, cashiers' checks, bank drafts, bearer bonds, collectible stamps and coins, lottery tickets or gambling devices. Jewelry and precious stones are restricted to some countries and only insurable up to a maximum of $500. Any shipments of jewelry in excess of the $500 carriage limit will be uninsured and the customer assumes all risk of loss above such limit. Prescription medications are prohibited. Pornography is prohibited in most countries. Storage What happens once my package arrives at ReShip.com? Once your package arrives at our warehouse you are notified via e mail. At this point you can initiate shipping on your package. We will hold your package for up to 60 days free of charge. ReShip has received one of my packages and I am waiting on another order to arrive. Can I wait until both orders are in my suite to ship my orders? If your packages were shipped separately or you are expecting several packages, you can wait until we have all of your orders/packages in your suite before you ship your orders. We can hold your packages free of charge for up to 60 days. After 60 days you will be charged a $1.00 USD per day, per package storage fee that must be paid prior to an order's shipment. How long will ReShip hold my order/package? We will hold any items in your suite for up to 60 days. After 60 days, orders will accrue a $1.00 USD per day, per package storage fee that must be paid prior to an order's shipment. At 90 days, if an order remains unshipped it is considered abandoned. At this point, an order may be disposed of to offset storage costs. What happens to my package if it has not been shipped within 90 days? ReShip.com will hold any packages/orders for a maximum of 90 days. If you have not initiated shipping on your package by the 90th day, your package will be considered an abandoned package and will be disposed. Assisted Purchasing Program What is ReShip.com’s Assisted Purchasing Program? The Assisted Purchasing Program connects you with your own ReShip.com personal shopper, giving you a more personalized shopping and shipping experience. If you want to purchase from an online retailer where your credit card isn’t accepted, we can place the order for you. If you need an item quickly, we can physically pick up your item(s) from select retailers and ship them to you within usually one business day. Please note that we will not purchase auction items, such as Ebay on your behalf. How does it work? To utilize the Assisted Purchasing Program, simply log-in to your account, go to the Assisted Purchase section and complete your order. We will then check the availability of the item(s), make the purchase(s) and update your account once the purchase is complete. Do I still need to input my orders into “My Account”? No. For ease of use, we will automatically place all assisted purchases into your “Incoming Orders” for you. How much does this program cost? In addition to an 8% service charge on the total checkout price, we charge $8.00 USD (plus the cost of purchase and shipping) per ten unique items. For purchases over ten unique items, you will be charged accordingly at a graduated rate: 11-20 unique items: $16.00 USD 21-30 unique items: $24.00 USD 31-40 unique items: $32.00 USD What if I want to purchase 10, 100, a 1,000 or more of the same item? If the items are identical and purchased within one order, you will only be charged $8.00 for as many items as you’d like to purchase and ship. You will still be charged an 8% service charge on these shipments. Are there any pricing or order restrictions? ReShip.com may require a credit card authorization form if the assisted purchase order exceeds $300 USD, or if you have been a ReShip.com member for less than three months. We will not buy any merchandise that is restricted or prohibited to import, export, or ship. Please consult with your local customs agency prior to making a purchase. Where can my Assisted Purchase be sent? Similar to your other ReShip.com orders, all assisted purchase orders will be received at your ReShip.com address. We will open and inspect your order to ensure its accuracy and completeness. Once processed, your order will be added into your ReShip.com account where you can easily continue with the shipping process. How can I return goods via the Assisted Purchase program? We will return any orders in accordance with the seller's return policy. All return shipping fees for an order are the customer’s responsibility. Once the seller has received the returned merchandise and we have confirmed the refund, your account will be credited for the amount that was refunded, minus the non-refundable assisted purchasing fees The refunded amount (minus the assisted purchasing fees) will be added as a credit to your account. This credit will never expire and can be applied toward future assisted purchase orders (including shipping costs). Can I use the Assisted Purchase program to pay bills, buy memberships, gift cards or subscriptions? No, the Assisted Purchase service cannot be used to pay for any type of services, including (but not limited to): Gift certificates Student loans Credit card payments Internet service Subscriptions Memberships Utility bills Electronic downloads Consolidation Do you charge a fee to consolidate packages? ReShip.com will consolidate multiple orders (up to 5 five packages) for the low fee of $7.00 USD per consolidation. Over the 5 package limit, Each additional package added to the consolidation costs $1 per package. How long will it take to consolidate my packages? Once all of the packages are received and you have requested our consolidation services, they will be consolidated within one business day. What is the weight limit for a consolidation? We can only consolidate package up to 150 lbs. This limit is in place to help protect consolidations from damage in transit. Why would I want to consolidate my packages? In most cases, consolidating packages can lower the shipping cost of your orders. Most vendors don’t properly utilize space in their shipping boxes, which leads to higher shipping costs. By using our professional consolidation services, we can repackage your shipments into the smallest, most-convenient and safest shipments possible thus in most cases saving you 10-40% on shipping costs. What if an item in my consolidated package arrives broken or has physical damage? We take great care in packaging your consolidation order, however we do not recommend consolidating fragile items. If an item breaks in transit, we are not responsible for the cost of that item or its replacement. How do I know that your consolidation services are really saving me money? Please refer to the example below to see how consolidation can save you up to 40% on shipping costs – sometimes even more: For example, if a customer chose to ship clothing in two packages (both with the dimensions of 16x10x4 and weighing one pound each) to Australia via USPS Express, the total would amount to $83.00 USD (plus additional fees). However, if this customer used ReShip.com’s professional consolidation services, the same merchandise could be packaged into just one box (with the dimensions of 16x10x4 and weight of two pounds). The new USPS shipping cost would amount to only $46.75 USD (plus fees) – saving the customer $36.25 USD off the original shipping cost. Duties/Taxes Do you handle the customs declaration form for each package? Yes. However, it is the buyer's responsibility to provide ReShip.com with the proper information. This can be done through your Account Manager by completing the “Item Description, Cost, and Qty” field once you have placed an order. How do I pay tax and duty? How much tax and duty will I need to pay? Duties and taxes are determined by your home country. Please contact your local customs office for more information. USPS Form - 1583 Do I need a United States Postal Service (USPS) Form 1583? A USPS Form 1583 is required ONLY if you wish to forward MAIL and LETTERS via USPS to or from our Portland warehouse. This form is not required for packages. Why is this form necessary? This form is a U.S. federal requirement for any shipment that uses the USPS. If this form isn’t completed and returned to ReShip.com, we cannot process any mail that has been selected to be shipped via USPS. What forms of identification are required with this form? The following are acceptable forms of identification: Driver’s license University or school identification Passport Current utility bill Do I need to sign and notarize the form before returning it to ReShip.com? The USPS 1583 form does not need to be notarized, but it does require an actual, handwritten signature. A typed name alone is not acceptable. Please sign the form and return it to ReShip.com with copies of two types of identification for processing. After I submit the form, how long is the wait to ship my packages via USPS? Once we have received the form, we immediately begin the review process and usually have the result posted to your account within one business day. How do I download and fill out the USPS 1583 form? Please CONTACT US and request instructions on how to complete the form. Miscellaneous Why is ReShip.com located in the state of Oregon? Unlike many states, Oregon doesn't have a sales tax on goods. As a ReShip.com customer, these savings are passed along to you. I run a business and would like to utilize Reship.com’s services. Is this possible? YES! Please contact our customer service team directly to learn how ReShip.com can help your business grow while saving you money. How do I contact ReShip.com customer support? Our customer support specialists are here to help you, 8:30 AM to 5:00 PM PST. Please visit our contact page to find your most convenient method of reaching us. Can I find ReShip.com via Facebook and Twitter? Yes! You can become a fan of ReShip.com on Facebook or follow us on Twitter for hints, tips and special web-only deals. Can you ship my packages to locations other than my home address? Yes. Please specify which address when processing your shipping payment and we can ship your package(s) to wherever is most convenient for you. How do I file a claim for a lost package? Please CONTACT US to initiate the claim with the carrier. What is ReShip.com's policy regarding customer privacy and confidentiality? At ReShip.com, we fully respect and honor our customer's privacy and confidentiality. We will never share your information with any third-party source or affiliate program. Can you ship a package as a gift? Yes! For a small additional fee, we can even remove the packing invoice and gift-wrap your shipment. How do I convert kilograms to pounds? One kilogram is roughly equal to 2.2 pounds. How do I convert US dollars to my home currency? For easy conversion, we recommend using XE.com.