FAQ

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!



Can you ship human growth hormones?

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.

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.

 

 


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.
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