FAQ

Do you charge storage fees?

We will store your package(s) for free up to 90 days. After 90 days, your package will cost $8 more to ship. 


After 120 days we will liquidate the contents. The storage limit is cumulative and applies to consolidated packages as well. The 90-day and 120-day cycles do not reset after repackaging your products.


If you are not sure how long your package has been stored in our warehouse check the received date for your package. This is found within the package information on the "My Packages" page.

What payment methods do you accept?

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 the check with Paypal to see if this option is available for you.

What shipping options and carriers can I choose from?

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 70 lbs) 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.



Prohibited Countries

Due to current U.S. regulations, we are prohibited from shipping to the following countries:

  • Cuba
  • Iran
  • Myanmar
  • North Korea
  • Sudan
  • Syria
  • Libya
  • Yemen
  • Indonesia
Will I have to pay customs duties, taxes, or other charges?

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.

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 fill out this form to file a claim with myMallBox.


How much does additional insurance cost?

My package was delivered to you. Why can't I see it in my "My Shipments"?

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 daily 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.
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 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.



Do you charge handling fees?

In general, we do not charge handling fees for processing your order. However, there are some services we provide that do incur fees.


Returns: $10 return handling fee per package (for packages with prepaid return labels)

Photo Request: $1.00 per photo

Split Package: $5.00 per package

Packages stored for over 90 days: $8.00


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.


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.

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