Frequently Asked Questions
1. How can I apply for membership?
Click here to sign up for membership. You will immediately receive your US and UK addresses that you can use to shop from online retailers.
2. Can I start using Ship7 services immediately after signing up?
Yes. Once you receive your membership confirmation, you are ready to start shopping! Ship7 will immediately begin accepting your merchandise.
Please ensure all your shipments include the address of the Ship7 warehouse and your unique suite number. Any packages shipped to Ship7 with an incomplete or inaccurate address will be delayed. Packages requiring review for incomplete or incorrect addresses will incur a $5 per package special handling fee.
3. Are you giving me a P.O. box address?
No. We are providing you with real street addresses. All US and UK shipping companies will be able to deliver to your Ship7 addresses.
1. I can’t get into my account!
Make sure you have entered your email address & password accurately, click log in. If you still have problem logging into your account, please contact customer service.
2. I haven’t received an email confirming my registration. I cannot activate my account.
Please make sure that you have entered a valid email address. Add Ship7 contacts to your ‘Safe Senders’ list. Check bulk/junk mail folders in case your mail client accidentially marks Ship7 emails as spam.
3. What should I do if I suspect that my password has been stolen?
Please contact us immediately via live chat or email and we will deactivate or block your account. We will issue a new temporary password and email it to the email address that you used when you registered with Ship7. If we know or suspect you have been responsible for a security breach or if there is suspected fraudulent use of your account, we may not permit you to open a new account. Be sure you safeguard your password and don’t let anyone else have it! You are responsible for all use of your account made under your login and password.
4. How do I let Ship7 know if I have a problem?
Kindly contact our customer support. If you have a problem, we will try to get it resolved for you as quickly as possible.
5. How can I update my billing and delivery address?
Once logged in, click on My Account. Under my account you have a tab called My Address under that click on the Update my address.
6. How do I change my password?
Once logged in, click on My Account. Under my account you have a tab called Security Information under that click on the Change Password.
7. How can I change the registered email address of my existing account?
Once logged in, click on My Account. Under my account you have a tab called Security Information under that click on the Change Email address.
8. I have moved to another country! How can i change my country?
Please contact us immediately via email and we will help you update your country in the system.
1. When I place an order online, how should I write my US or UK addresses?
When you log in your account click on the ‘How to use my address’ tab. You will get all the information about how to use your Ship7 addresses as well as some sample screenshots for most popular online stores like Amazon, eBay etc.
2. Do you have tips for shopping and shipping from US and UK sites?
Read customer reviews or forums about your potential purchase. Get a glimpse of how much you’ll be paying with the Shipping Cost Calculator. So you’ll get an idea of the total cost even before you make your purchase!
3. Can the Merchant describe the goods as a gift to avoid Duties and Taxes?
No. It is illegal for you and for merchants to describe the goods as ‘a gift’ to avoid duties and taxes. Be aware of the legal problems it would create for you, your merchants and Ship7.
4. I can’t get through to the Merchant overseas!
Make sure you are dialling the right number:
If you are unable to get through to your merchant’s free phone number, you should look for another number on their website, or send the Merchant an email asking for another number.
If you have a Skype account, you can make international calls using Skype credits.
If you still cannot manage to contact them contact our Customer service to get assistance on how to contact.
5. What should I do if my Ship7 address is not accepted with a US online merchant?
When entering your US or UK shipping address at checkout at selected US and UK online merchants, you may receive something like the following message: ‘the street name or number appears to be invalid’, or a message that asks you to ‘Confirm’ the address. If this happens, try submitting the address a second time. If trying this does not work, contact us. Our Customer Service team would be glad to assist you.
6. Can I ship select items to all Ship7 destinations?
Yes! We serve to all countries around the world. The only exceptions are the ones that as a US or UK shipper, we are not allowed to make any shipments due to restrictions or embargoes.
7. I placed an order with an online merchant a while back, and i have not received it yet. What could be the reason?
Please contact the Merchant and ask them for the tracking details / the reason for the delay
8. My items arrived but the (declared) value of my merchandise is wrong. How can I change it?
If the value of your items hasn’t been entered by our team during receiving (no invoice or price information in the package); you can enter the value of your items at your Mailbox page. Once values are entered, the system does not allow you to change anymore. If you think the information is incorrect and you need to update please contact customer service to get it fixed.
9. What items are prohibited and can’t be delivered through Ship7?
Although prohibited items vary by country, in no case can we ship internationally the following items:
– Hazardous Materials (matches, chemicals, explosives)
– Weapons, Parts, Ammunitions, Knives and Scopes
– Batteries (batteries inside mobile phones or laptops are OK)
– Fresh food and other perishables
– Plants and fresh flowers
– Coffee, alcohol (beer, wine, liquor)
– Frozen items
– Combustible / flammable materials (paints, oils, nail polish, perfumes, fragrances, hairspray, lighters and other flammable products)
– Pressurized alcohol and sprays
– Animals (Reptiles must be shipped in approved packaging by a specialized dealer)
– Gambling devices
– Drugs / Narcotics
– Human remains
– Collectibles / Antiques / Rare items worth more than $499
Please ensure that any items you ship are allowed into your country before you ship the item. Ship7 will not be responsible for items that are delayed, confiscated, or produce excessive duties due to customs regulations or customs difficulties. You may also check the web sites of DHL, FedEx, UPS and the USPS or check with your local customs office. Please note that most carriers won’t accept expensive jewelry for shipping or insurance.
10. What happens to prohibited items?
We first try to return your items with your consent. Otherwise we follow your instructions on how to handle prohibited items.
11. What happens if my goods arrived damaged to my Ship7 suite?
Ship7 may refuse to receive any package that shows obvious external signs of damage or missing contents. If that happens, the package will be rejected and returned to the sender, and we will notify you.
Ship7 doesn’t have the responsibility to inspect the contents of every package for determining the condition of the goods when they are received at your Ship7 suite.
If during inspection and handling, we notice any signal of damage in your packages, we will notify you via email about the damage conditions. You should then contact the merchant directly to arrange an exchange / refund and let us know what you wish to do through the Customer Service page.
If you see a ‘Damaged’ icon against your delivery, you will not be able to have it shipped unless you specifically authorise us to do so (ensuring that you don’t choose to receive damaged goods inadvertently). If you decide to ship a damaged product, please contact Ship7 Customer Service to arrange for the shipment.
Return fees may apply for returning a Damaged item from our export hub to the merchant, unless a prepaid return label is provided or collection by the merchant is arranged.
You will need to communicate directly with the merchant about return shipping charges and refunds.
12. Can you refuse a delivery for me?
We receive deliveries, in bulk, from all the major carriers. At the time of taking delivery it is seldom possible to identify one carton.
We are not able to refuse delivery on request.
Sometimes we can and will refuse a delivery if, from the outside of the package, it is obvious that the contents are damaged.
13. I can see that my goods have been delivered, but they have not been updated into my suite yet. Why?
Due to the high volume of deliveries we receive at Ship7 and time differences, please allow one working day for any deliveries to be updated into your suite. (Up to 3 days in Tax-Free Delaware Warehouse) Sometimes, packages may show as delivered on carrier website; but they may have been delivered to wrong addresses. For delivery problems like this one or any other issues related to carriers; you can contact Ship7 for following up with the delivery companies regarding your shipment. Please bear in mind that; we are not able to follow up for deliveries older than 25 days, so that your requests may be declined for inquiries older than 25 days.
14. What is the maximum size of package I can receive?
You can even receive an automobile or a yacht in your mailbox 🙂 Seriously, there is no limit in terms of size with the packages you can receive in your mailbox. But please consider the shipment cost for the item internationally, as well as duty and customs expenses. Larger shipments (that are beyond our courier service providers limits) are to be quoted, and shipped by special services and handled accordingly. If you need to get a quote for such a shipment contact Customer service.
1. What are Ship7 Hours of Operation?
Ship7 warehouses are open during all business days 9am to 5pm Eastern Time in the US and again 9am to 5pm GMT in the UK. We also provide customer service and live chat help service during US business hours.
2. How long will you store goods in my Suite?
We can store the cargo for 60 days free storage, optional storage is up to 90 days (you will be charged accordingly). After 90 days your cargo will be destroyed with out any prior notice.
3. What is the Repacking service?
If the shipment is inadequately packed (either damaged or insufficient for international transportation), we will repack it for you for added protection and security.
If the package has a high volumetric weight we repack it into smaller padded envelopes to reduce their volume and therefore lower the shipping charges.
4. What are the benefits of consolidating packages?
Consolidation is the process of combining multiple orders onto one tracking number so all your packages will be delivered together but in their original packages. Let’s say you buy the latest smartphone and a pair of T-shirts from Lacoste. Ship7 will put the original boxes together to be treated as a single shipment, so you will receive the 2 packages at the same time.
Note: Consolidation doesnot involve repacking multiple packages into one box.
5. Do you consolidate items into one package?
We do not consolidate packages into one box. We ship the packages as they arrive from the merchant. All goods are shipped as individual boxes.
We may, at your request, consolidate several packages into a single shipment, which will save costs.
6. Can I split items in a package?
It is not possible to split individual boxes. We ship the boxes, as received by merchants. We do, however, repack certain items to save on shipping costs.
7. Will you accept shipments sent to me by merchants and individuals?
Yes, we will accept shipments to your Ship7 address from any shipping company.
8. Can I transfer a package from my suite to another suite?
No, unfortunately. Due to security reasons we do not allow packages to be transferred between suites. You can only order ship-out of your parcels in your suite. Your best option would be returning the parcel to the seller and re-order to the new suite.
1. How do I track my shipment?
Once logged in, click on the Shipment History tab. Here, you will be able to track the status of your shipment.
2. How long does it take for me to receive a package once it is shipped?
International deliveries may take somewhere from 2-3 days to 10-15 days depending on the nature of the service you select.
When selecting the shipping service on the Checkout page click the ‘Details’ button inside each service selection box to see the delivery terms.
3. How do I calculate my shipping charges in advance?
We encourage you to use Ship7 Cost Calculator, which you can use to estimate the international shipping costs, before you order the item from the Merchant. Note that the total cost that will be displayed in advance of your purchase is only an estimate, not a guarantee.
Unfortunately, it is impossible to determine the exact charges in advance, as we do not know the size and weight of the parcel coming from the Merchant, and the Merchant’s website often does not include that information.
4. How do you activate the Consolidation Service for your suite?
It is automatically activated. Once you select multiple packages during checkout, the system automatically considers them as a consolidated shipping.
5. Can I request you to deliver to me an urgent shipment once it reaches
Yes you can, but there will be additonal charges which will be based upon the urgency & package
6. How do I receive information about my consolidations?
After you request your packages to be consolidated and shipped, you will receive an email when your packages have been shipped. You can also see the consolidated shipping information in the Shipment History page.
7. Which courier companies do you use to send my merchandise and documents?
How long will my shipments take to reach me?
We have different service providers for different countries / regions. On the My Mailbox page if you select your packages for shipping your will be presented the options with the Courier company / Sevice provider details as well as the delivery terms.
8. How often do you send my merchandise and documents to me?
We hold your items until you tell us to ship them. Our Offices and Warehouse are open Monday through Friday, except holidays, and if you choose to ship during a weekend or holiday, we will ship your items the next business day.
We provide 45 days of free storage, but we can only keep your packages for a maximum of 90 days.
9. Can you combine and re-package the items that I have received into one box and send it to me?
No, we do not repack items unless it is necessary for the safe delivery of your shipment
10. Can I ship Perfumes?
No, perfume and colognes are prohibited due to transportation regulations governing flammable materials.
11. Can I ship Batteries?
No, batteries are prohibited due to transportation regulations (batteries inside mobile phones and laptops are OK).
12. What happens if I am not in when the parcel arrives?
If the delivery service are unable to obtain a signature they will attempt one further delivery at a later date. If this delivery attempt is also unsuccessful, a calling card will be left and your parcel will be returned to your local carriers depot.
13. Are there package weight, volume and value limitations?
For package weight and volume you can use our Calculator for information concerning limitations for your country. For a product or products of the same category that exceed the declared value of US $2500 an export document called SED (Shippers Export Declaration) must be processed. The cost of preparing this document is US $25 to be added to the costs of that shipment.
14. How do I convert pounds to kilos?
To convert lbs to kilos, divide the number of lbs by 2.2046
For example: 22 lbs divided by 2.2 = 10kg
15. What’s the difference between actual and dimensional weight?
Actual weight is the weight of a package on a scale. Dimensional weight is related to the package’s measurements and the space it occupies in the aircraft while being transported. Airlines take into consideration the greater value between actual and dimensional weight when applying rates. Because of this Ship7 applies the same rule to packages. The following formula is used:
Length x Width X Height (in inches) / 139 or Length x Width X Height (in centimeters) / 5000
16. When is dimensional weight applied?
When the dimensional weight is greater than the actual weight.
17. Can I ship with the United States Postal Service (USPS)?
Yes. But postal service is not a shipping option we offer as a standard. You need to contact Customer service so that we can give you special quote.
1. Are my shipments insured? Can i protect my shipment while in transit?
Depending on the service you selected for shipping; your shipments can be insured.
2. What if the shipment was received without an invoice?
How will the value be determined.
Usually we take your declaration made during the shipping into account. But if our experts believe that the information needs to be verified, we may ask for a proof of item value such as invoice (from the merchant) or a payment receipt.
3. I received my package but it is missing an item, how can i claim this missing item?
Please contact our Customer service to initiate your claim.
4. When will i be compensated for my lost / damaged shipment?
If all the necessary documents and evidence are provided at the time of submitting the claim it can take up to 30 days to process the claim and compensate you for your lost or damaged shipment.
5. Is there a timeline to submit a claim for my lost/damaged shipment?
For damaged shipments, claims must be submitted by the day following the date of receipt of the shipment at the latest. For lost shipments, claims can be accepted within one month from the date the shipment is declared missing by Ship7.
6. What is the max value I can be compensated by Ship7?
This amount depends on the service you are getting your items shipped by. Please bear in mind that some shipping services do not have any kind of coverage at all. But other then these every service has its own maximum. A rule of thumb for maximum coverage is; it never exceeds $2500.
7. How can i apply Ship7 protect on shipments with a value above usd 2500?
You need to contact our Customer service to get a quote for additional insurance as well as to learn how possible it is.
1. Do I really have to pay tax and duty?
Yes – and there are heavy fines or even criminal proceedings for anyone trying to evade import tax.
You are the ‘Importer’ for your purchases and are responsible for accurate declaration of the nature of the goods and their value. This information is used by your Customs authorities to determine taxes and duties. All imported goods must be declared to customs – regardless of whether the goods are new or used or whether you are buying them for yourself or as a gift. Some countries set a value threshold under which they do not collect duty or tax(‘de minimis’ value). If your shipment is under this threshold, you will not need to pay any duty or tax.
You should be aware that Customs reserves the right to revalue or reclassify items which are imported. If this occurs, you may be liable to pay the additional amount in cash to the Customs or the carrier upon delivery.
Local sales or other taxes may also apply for domestic deliveries from the Merchant to your Ship7 suite address. These will show up in your record of the purchase transaction before you make your payment to the Merchant.
Sometimes merchants don’t include an invoice or packing slip with the package. In this situation, you need to provide the value on the My Mailbox page in a timely manner otherwise Ship7 will estimate the value of your product based on comparable market pricing. We will notify you of the estimated value and ask you to e-mail us a copy of your online order confirmation. Once the online order confirmation is received, we will adjust the value and send your invoice to our shipping facility for processing. We will not ship the package until we receive confirmation of the value.
2. What will be the customs charges?
Customs charges depend on your country. You can contact our Customer service department to inquire.
3. Do all shipments have customs charges?
Not all shipments require customs charges, it depends on your country’s rules and regulations.
4. Does the Ship7 shipping rates include customs fees, tariffs, and/or duty taxes?
Not always.Depending on your country we can calculate the customs and duty charges in advance; so our shipping rates would be for door-to-door delivery. But even in this case, these charges would be estimates and there may be additional import or duty fees for merchandise shipments coming into your country. These fees vary by country and they are not covered by Ship7. Please contact your local customs office or our representative office in your country for more information on duty or import fees.
1. Which currency is used for payments to purchase merchandise?
You pay the Merchant in the currency of their country (e.g. US Merchants will charge in dollars).
2. Which currency is used for payments for shipments?
You pay Ship7 in US dollars.
3. Can I pay US or UK stores with a non US/UK credit card?
Most of the times you can make the payment with Non US/UK credit card. But there are exceptions to this too. Some stores do not accept international credit cards. Please refer to our Personal Shopping Assistance and ‘Shop for Me’ service to overcome this problem.
4. What are the Ship7 payment options?
We accept payment through Credit Card & Paypal.
5. Can I get an invoice for my shipping charges?
Yes, once logged in, you can go to the Billing Tab under your account and download or print your invoices.
6. What is the duty free limit for imports?
Some countries and territories allow goods below specific values to be imported free from duty and/or taxes. Please visit the World Customs Organization site for details and follow the link to your country.
Be aware that if you have consolidated several goods into one shipment, the value of the whole shipment will be assessed for duty and multiple shipments received on the same day may also be assessed as a single shipment.
Its varies from different countries.
7. How do I pay tax and duty?
You will need to pay to the carrier or your local customs authority (if you choose to do the customs clearance by yourself). The amount may differ from the advance estimate given by Ship7.
8. How do I know how much tax and duty I will have to pay?
Our Carrier will be calling you before the shipment arrives the destination & they will be advising you the Exact Duty charges.
9. What is a Fuel Surcharge and do I have to pay it?
Ship7 has a NO SURPRISE pricing policy so all our shipping prices includes any surcharges including Fuel Surcharge.
10. What happens if the customs payment is wrong?
As the ‘Importer’, you are responsible for declaring an accurate value because it determines the customs duty and import tax you will need to pay. Our estimate may be lower or higher than the amount you actually pay. We need to know the actual value to insert into the customs declaration on your behalf. If the value is not correct, the item may be held by customs, and you may be liable for additional costs and/or customs fines or penalties.
11. What if I do not have enough money to pay for shipment of goods from my Ship7 address?
We will not be able to release your goods without payment. If your transaction is denied by your card issuer or payment service provider, you will need to contact them directly to arrange for funds to be available (or use another payment card) before submitting a further shipment release request.
We will store your goods for free for 30 days, but after that we will have to charge you for storage too until 90 days. After 90 days if you still do not make payments you items will be seized and most probably will be destroyed or disposed.
12. Why was my credit card declined?
There are a few possible reasons why your credit card might have been declined. Although most popular reasons are; credit card may be closed to international transactions or an international payment may seem suspicious to your bank. In either case, we recommend contacting your credit card provider by telephone for further information.
13. What is a security code / card verification number?
All credit and debit cards carry a security code number. This number is known to the bank and printed on the card, but is not stored or printed anywhere else. Therefore, it can be used as a check that when you make your purchase you are in physical possession of the card, or have at least seen the card at some time. On most cards, the security code number is the last three digits of the number printed on the back, at the top right of the signature strip. You will be required to enter this additional security number before your transaction can be completed.
14. Are there any additional shipping charges other than the prices listed on the rates page?
No. Ship7 has a NO SURPRISE pricing policy which ensures that our shipping prices are final. But please bear in mind that our prices DO NOT include local customs and duty charges for certain countries. So, your local goverment (either by itself or through the carrier company) may charge you for customs and duty taxes.
15. How do Ship7 members pay for package shipping charges?
We are accepting your payments through Credit card or Paypal.
16. Once I sign up, how do I order from US or UK companies that do not accept international orders?
Once you receive your Ship7 address, contact your credit card company and add it as a secondary ship-to or secondary billing address. Now, when you make purchases from US retailers, your shipping address will match your records on file with the credit card company. All credit card companies should allow you to add the secondary address. If you encounter any difficulties, we suggest you speak to a manager at the card company. If you are still having trouble adding the address, please contact our Customer service for more suggestions.
17. How do I change / update my credit card information?
Once logged in, you can update your card information from the Billing Tab.
18. Can I use a new Credit card to make a payment immediately?
Yes, but until we verify your card with your issuing institution, your processing may get delayed for up to 48 hours.
1. How do I place orders?
Once logged in, go to Shopping Assistance Tab to start a ‘Shop for Me’ order.
2. Is there a concierge service fee?
Yes, there is a small service charge for your orders. It is the greater of $7.00 or 10% of the total order amount (including all taxes and shipping).
3. Which sellers can the concierge service help with?
We can help you to buy things from any seller which can be accessed through their website.
4. Can you claim a 1st order discount for me?
We are unable to claim 1st order discounts. In the majority of cases we already have accounts with the sellers, and it is not possible to set up multiple accounts in order to claim first order discounts.
5. Is there a limit to the size of order I can place?
6. The merchant offered ‘Buy one, get one free’, but I have not received the free one!
If your instructions to us were for an offer advertised as ‘Buy one, get one free’, we would have placed the order for that offer. We cannot be held responsible for the merchant failing to fulfill the offer.
There might be several explanations for why you didn’t receive the ‘free’ item for example, the offer expired, or there were limited quantities, or perhaps the ‘free’ item is shipped separately and arrives at a later time. Any time you don’t receive the exact goods you instructed us to order on your behalf, you need to contact the seller directly.
7. What happens if some of the items are out of stock?
We will cancel the whole order and notify you. You will not be charged. You will have the option to place a new order excluding the out of stock items.
8. Will you still place my order if there is a price variance?
If the price is more than 2% higher than you instructed, we will cancel the order; this may happen where you have omitted to include local sales tax or domestic delivery charges to your Ship7 suite address. We will notify you, and you will need to resubmit your order with the correct price.
If the price is lower than you instructed, we will place the order and you will be charged the actual order amount.
9. You have placed my order, can you cancel it?
Sorry, we cannot accept cancellations or amendments to your order once you have submitted it. You should be certain you want to order the product(s) before submitting your order via our ‘Shop for Me’ service.
10. Can you claim other discounts for me?
We will always use discount codes supplied to us (except 1st order promotion codes), but we cannot accept responsibility for sellers declining, or failing to apply, discount codes. Any special instructions such as discount codes need to be supplied in the item description field.
11. Will you help me choose or locate a product?
No. Our ‘Shop for Me’ service only assists you with paying for products that you, yourself, have chosen and located.
12. I would like to buy merchandise on eBay but many of the sellers won’t accept credit cards. Can you make purchases from eBay as well?
We can try completing those orders same way we do for regular ‘Shop for Me’ orders.
1. How do I arrange the return of my damaged goods?
Please contact Customer service for returns.
2. If i place an online order but receive the wrong item, can i get a special reduced rate to return this item back to the merchant?
Merchants usually cover the cost of return in such cases. Therefore you will be given return labels by the Merchant so that we can use for return shipping. Otherwise we will be giving you a cost estimate for the return shipment. Contact Customer service to get an estimate for return shipment.
3. Is there a cost for return handling.
Ship7 charges $2.50 for return merchandise handling.