The DIM weight refers to the dimensional weight of a package based on size rather than the measured “gross weight”. To price international shipping, carriers charge the greater of measured weight or DIM weight based on the size of the box. DIM weight is calculated as (length × width × height) / (dimensional factor).
For most accurate information, please check out our Shipping Methods page.
Yes, there is a heavy package surcharges applied to any packages 30 lbs or heavier.
Heavy Package Surcharge
The carrier may have been trying to deliver the package outside of business hours or on Sunday. Please ask your carrier to only attempt delivery 9 am – 5pm Monday – Friday except U.S. holidays.
Yes, please refer to our Prohibited and Limited Items list.
Important Note: This list is not comprehensive and that restrictions are constantly
changing. We’ll do our best to update this page as we receive notices from our carriers but ultimately you are responsible for ensuring that the items you purchase comply with all government and carrier restrictions.Sometimes, products are legal to buy in the USA, but it isn’t legal to ship to your country. Check with customer support if you have any question about prohibited or limited items.
We can only store package for 30 days free of charge . If a package needs to be stored longer than the allotted time, you may purchase up to 30 extra days of storage for $10 each package. If you do not purchase the extra days when your package storage time expires, the package will be consider abandoned and will be disposed immediately.
Yes, you or a designated person (friend/family member) can pick up locally at all our warehouses for a fee of $10 per package . You must bring a valid photo ID to pick up your package. An individual has to email us at least 1 business day before coming to pick the package so that we can have the package ready . Hours of operations are 9 am to 4 pm M-F
Many thousands of packages are delivered to our warehouse each day. Depending on the time of year, after a package arrives at the warehouse it can take up to 2 business days to appear in your account (Monday-Friday in the United States, excluding U.S. Holidays). If your package does not appear in your account after 2 business days, then there is a possibility we were not able to process your package.
If you believe this is the case, please submit a support ticket providing the tracking number and any other additional information about your package to assist our investigation.
We will email you once your package is checked in and entered into your account. Make sure to check your spam box if you don’t see it.There will also be a notification within your account even if you are not getting our emails.
After your package has been processed into our warehouse you need to click action required, select your package, and complete the necessary requirements. At this time, you may also make any special requests. Once all requests have been completed, the package can then be scheduled for mail out by choosing ready to ship. From this point you select the carrier, insurance, and pay for your package to be shipped.