FAQ

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 by checking the "My Packages" page of the website.



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, and the destination country.

 


  • DHL Express1-3 business days
  • USPS Priority: 6-10 business days
  • Airmail/ePacket5-12 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!

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. 


How much does additional insurance cost?

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 (DHL, USPS, etc.). If you don't get the answers you need, feel free to contact us via a support ticket and we will 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 U.S.
  • Tracking for USPS ePacket outside the U.S. 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.
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.

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, contact us via a support ticket!

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. We'll be happy to look into it for you!

The tracking info says my package was delivered, but I never received it. What happens now?

If you shipped your package via USPS Airmail or ePacket, it is possible 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!

 

DISCLAIMERS:

  • 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 in the form of myMallBox Credit
Do you provide COD (Collect on Delivery)?

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 ourselves from fraud or dishonesty.