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Home » HELP » International Shipping » How often do you send me my merchandise and documents?
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Frequently Asked Questions (FAQs)

Get expert advice and answers to all your questions


Account Information

How do I change my Membership type?

How To Switch your Membership Type:

1.  Login to your account.

2.  Browse to “My Account”.

3.  Select “My Membership Type” under “Account Settings”

4.  Follow the page instructions


How do I add additional names to my account?

To add names to your account, just complete a few steps:
·         Log in to your MyUS.com account
·         Click “Account Settings
·         Click “My Additional Names
·         Enter, one at a time, the name(s) you wish to add to your account
·         Click “Submit >>” to save the name to your account


How do I upload a document into my account?

You can follow a few simple steps to upload a document into your account.
·         Log in to your MyUS.com account.
 
·         Click “My Account” and “Account Settings.”
 
·         Click “My Documents.”
 
·         At Step 1: Select Document, click “Choose File” to identify the file you want to upload. A browser window will open on your computer.
 
·         Navigate to the file on your computer that you want to upload, click on it, and click “OK” to select the file.
 
·         At Step 2: Add Brief Description, select the type of file you want to upload. If you are uploading Form 1583, select “Form 1583.” If you are uploading personal identification, select “Photo ID.” If you are uploading another type of document, like a wire transfer receipt, select “Other” and provide a description of the document.
 
·         At Step 3: Click to Begin Upload, click “Upload Document” to start the upload process. Your computer will transfer the file to our website.
 
·         Allow time for the transfer to complete. Our website will refresh and show a preview of your document once the upload has completed.


How does my MyUS.com online account work?

When you login to your MyUS Account you can:

1.  Check if your merchandise has been received.

2.  Create a Ship Request.

3.  Check the Status of your Shipments.

4.   Change any of your account details such as your credit card, shipping address and membership information.

Note: You will receive e-mail notification whenever you receive a package or when we send a shipment to you.


What are the benefits of upgrading to a Premium Membership?

Premium membership offers a number of benefits:

Lower shipping rates: Premium members enjoy a 15% discount over the already low Standard Member shipping rates.

Longer storage: Premium members can hold packages for up to thirty (30) days at no charge.

Personal Shopper discounts:
 Premium members pay lower rates than Standard members for Personal Shopper services.

If you are already a MyUS.com member, you can become a Premium Member by logging into your account, selecting “Account Settings” then clicking on "My Membership Type."  If you are not already a MyUS.com member, you can choose Premium Membership during the registration process.


Why did my suite number change?

In 2012, we began converting to a numeric-only format for suites in order to accommodate growth. Though we previously assigned suite numbers that contained both a letter and a number, new customers and those who change to certain membership types after September, 2012 are now receiving the new numeric suite number.
If you have an alphanumeric suite—one that contains both a letter and numbers—you may continue to use this suite number or you may begin to use the  new numeric suite number.  We will notify you when you can no longer use the alphanumeric suite number. If you have further questions please contact customer service.


What currency are your fees displayed in?

All MyUS Pricing is displayed in USA Dollars.




International Shipping

Are there any special considerations when shipping to Australia?

Yes. Due to Australian Customs regulations, there are a few important considerations to keep in mind when shipping to Australia:

1. We must have record of the seller’s name and address before we can export any package to Australia. In most cases, this information is included on the merchant invoice included with your package. If the merchant does not include an invoice, or if the invoice does not list the seller’s name and address, your shipment may experience a delay while we collect this information.

2. Shipping via FedEx (Updated 30 June 2014): We can currently send consolidated shipments, as well as shipments containing merchandise from a single seller, to Australia via FedEx regardless of value.

3. Shipping via DHL: We can send merchandise from a single seller to Australia via DHL regardless of value.

4. Shipping via the MyUS Trusted Courier Network: We are proud to offer express shipping through our MyUS Trusted Courier Network with door-to-door delivery in 5 to 8 business days. We can send shipments that contain orders from multiple sellers or a single seller as long as the total merchandise value does not exceed $1,000 USD.

5. We can ship Dangerous Goods to Australia via FedEx and DHL for you. Each carrier has specifications regarding the delivery area, quantity and type of commodity. We will automatically ship your goods with the carrier that can transport your items. In some cases, this may require that we remove an item or items from your shipment and send them in a separate shipment via an alternate carrier. We will always inform you if your package contains Dangerous Goods when it arrives and when you submit a shipment request. 

If you submit a ship request that does not meet the criteria for delivery via your preferred courier, we will automatically ship your package via the appropriate courier.

This FAQ is subject to periodic updates. MyUS.com is committed to providing the best possible experience for our members, and we are continually working with our couriers to offer you as many courier options as possible. Please check this FAQ from time to time for the latest information about shipping to Australia.


Are there special considerations when shipping to Nauru, New Caledonia, Vanuatu and the Solomon Islands?

Yes. Due to customs regulations, these countries may have different courier options and requirements:

1. We must have record of the seller’s name and address before we can export any package to these countries. In most cases, this information is included on the merchant invoice included with your package. If the merchant does not include an invoice, or if the invoice does not list the seller’s name and address, your shipment may experience a delay while we collect this information.

2. Shipping via FedEx (Updated 30 June 2014): We can currently send consolidated shipments, as well as shipments containing merchandise from a single seller, to these countries via FedEx regardless of value.

3. Shipping via DHL: Shipping via DHL is not currently available to these countries.

If you submit a ship request that does not meet the criteria for delivery via your preferred courier, we will automatically ship your package via the appropriate courier.

This FAQ is subject to periodic updates. MyUS is committed to providing the best possible experience for our members, and we are continually working with our couriers to offer you as many courier options as possible. Please check this FAQ from time to time for the latest information about shipping to these countries. 


Can I expedite the shipping of my package?

Yes. If you need to get your package shipped to you as quickly as possible, you may select the “Urgent” option when creating your ship request.
 
The fee we charge for urgent handling varies depending upon the time you submit the request. If you submit an urgent ship request during our low-demand period between 6:00 PM Friday and 1:00 PM Monday, our Urgent Fee is only US $5. If you submit an urgent ship request during our peak demand period between 3:00 PM Thursday and 6:00 PM Friday, we charge an Urgent Fee of US $20. Other rates apply according to the table below, and all times are in U.S. Eastern Time. 
 
Please note that our fee for urgent shipping applies to shipments containing up to ten consolidated parcels. If your urgent shipping request consolidates more than ten individual packages, we charge $1 for each additional box included in the shipment. The fee for each additional box is $2 during our peak demand period.
 
We make a priority of urgent ship requests, but we can only guarantee same-day processing if you submit your request by 3:00 PM U.S. Eastern Time (GMT -5 hours). If you submit an urgent ship request after 3:00 PM and we cannot fill it on the same day, we will fill it on the next business day (Monday through Friday) at the same charge. 

Our Urgent Fee schedule is: 
Day and Time

Urgent Fee
(up to 10 boxes)

Each
Additional Box

Friday 6:00 PM to Monday 1:00 PM $5 $1
Monday 1:00 PM to Monday 6:00 PM $15 $1
Monday 6:00 PM to Thursday 3:00 PM $5 $1
Thursday 3:00 PM to Friday 6:00 PM $20 $2
 


What is Dimensional Weight?

All international carriers base their shipping rates on the greater of Actual Weight and Dimensional Weight.

Actual Weight
is the weight of the package when put on a scale. Dimensional Weight is based on the size of the package. Large items that have a low Actual Weight relative to their size-- like pillows and lamp shades, will result in a larger Dimensional Weight. Some people refer to this as “volumetric weight.”

Dimensional Weight is calculated by multiplying the dimensions of the item. Length multiplied by Width multiplied by Height, then dividing that total by the "DIM Factor." The industry standard DIM Factor is 139. So, the formula is:

Dimensional Weight (chargeable pounds)  = Length x Width x Height (inches) / 139


Please visit our International Shipping Rates Page for more information and examples of dimensional weight. 


Do I need permits when importing into Saudi Arabia?

You may need a permit when importing some items into Saudi Arabia. The Saudi Food and Drug Authority requires permits for certain drugs, supplements and pharmaceutical products. You can learn more about Saudi permit requirements here.

If you receive an item that requires a permit, we will notify you via email and provide a link to the permit request form. You may request an import permit by downloading the form, completing it and submitting it via email to the Saudi Food and Drug Authority at the address on the bottom of the form.

Please note that we will send your merchandise to you while you are applying for the permit, but you may be unable to receive it until the import permit is approved.  


Do you charge a fee for handling dangerous goods or hazardous materials?

We charge a fee of $10.50 for shipping items that may be required to be handled as dangerous or hazardous materials during international transport. Some products require special boxes to be used for international transit. There is an additional $25.00 fee per box used for providing those boxes. These fees are charged along with your shipping costs.

Common dangerous goods include perfume, nail polish, glue, paint and batteries. Some countries do not allow the import of these items; please click here to see if your country will allow us to ship dangerous goods.


How will you ship my TV?

We recommend shipping any television with a screen size of 32 inches (32”) or larger on a pallet. This shipping arrangement provides extra protection and security for your TV, and televisions shipped on a pallet have a lower risk of damage. Shipping your television on a pallet will add up to 40 pounds (40 lbs), and you will be charged for the additional weight.

In some cases, your television and pallet may be subject to dimensional weight. Please click here for more information on dimensional weight.

If you choose not to ship your television on a pallet, you do so at your own risk. Please note that, the maximum insured declared value for televisions is US $250,even if shipped on a pallet.

You will need to set your Merchandise Shipping Schedule to a setting of Hold under Shipping Preferences in order to be able to request a pallet.

Once you are ready to send your packages, select Include next to each package you wish to have consolidated. Then select Create Ship Request. To request a pallet, just select the “Add Pallet for Shipment” option in the “Shipping Options” section.

The fee for a pallet is $25. Please note, a pallet will increase shipping costs by increasing both the actual and dimensional weight of your shipment.


How long do your shipments take to reach me?

 The transit time for express shipments is typically 1-4 days.

Click here to find out more about Shipping Globally including transit times to your area.


Will you consolidate my items into one package?

Unless you instruct us otherwise, we will always try to consolidate your items into one box.

Our shipping rates (per pound) decrease as the box weight increases so it is almost always to your benefit to have one large box sent instead of several small boxes.

Please make sure your Shipping Preferences are set to allow you to consolidate packages. You can read more about Shipping Preferences, and about how to update them, here.


How can I get my package(s) sent?

If your Shipping Preference is set to "Automatic," we will send your shipments automatically as soon as they arrive at our facilities.

If your Shipping Preference is set to "Weekly," "Bi-Weekly," or "Monthly," your shipments will be sent automatically.

If your Shipping Preference is set to "Hold," you must log in to your account and create a ship request. This option allows you to consolidate your packages.

How to Submit a Ship Request:

1. Login  to your account.
2. Select “Include” next to each package that you wish to ship in your “Inbox”
3. Select “Create Ship Request”
4. Review your shipping preferences
5. Click on “Send Request”


If you have set your Merchandise Shipping Schedule to "Automatic" in your Shipping Preferences, we will automatically ship your packages to you as they arrive at our facilities.


How often do you send me my merchandise and documents?

With all of MyUS.com memberships, you have complete flexibility with your shipment scheduling!

When you begin your MyUS.com membership you will choose your shipping preferences during the sign-up process. You can even specify separate preferences for documents and merchandise.

Shipping Options with your membership:

Hold:  We hold your merchandise until you tell us to ship. All ship requests are processed in the order that they are received and NON-Urgent ship requests may take up to 3 days to process. If you wish to have your shipment processed the same day, please submit your request prior to 3 pm EST Mon-Fri and select "Urgent." We will assess an Urgent Fee of between $5 and $20, depending on the time and day of week you submit the request.

Weekly: We ship your merchandise once a week. You can even specify the day of week.

Biweekly: We ship your merchandise every other week.

Monthly: We ship your merchandise once a month. You can skip months if you like.

If at any time you wish to change your shipping preferences please login to your account or contact us.


What couriers do you use to send my merchandise and documents?

For express shipments, our primary couriers are FedEx, DHL and UPS. Our system will select the most economical courier OR you can select your preferred carrier.

We also offer USPS Express Mail International (EMI) and USPS Priority.

Note: If you choose USPS, Express Mail International (EMI) is the expedited, most reliable option.


Will MyUS.com forward my packages to me when I am traveling?

Yes. We can send your packages to you anywhere in the world. The shipping charges are based on the destination country.

Click here for our shipping rates.


What is the difference between the two types of USPS shipping?

MyUS offers both USPS Express Mail International (EMI) and USPS Priority.

We highly recommend USPS Express Mail International (EMI) over USPS Priority. USPS EMI estimated delivery time is 7-14 business days. USPS EMI is the more reliable, expedited, traceable, and insurable service to almost every country.

USPS priority, while less expensive than EMI, is slower, less traceable and less reliable. USPS Priority estimated delivery time is 15-30 days.

Both service types have individual country limitations for weight and dimensions. Should your shipment not fall within the size or weight limitations of your selected service type, MyUS may split your shipment into two or more shipments to fit within the size or weight limitations of your selected service type.  If your shipment is not able to be split, then we will first attempt to ship via the alternate USPS service type then via DHL, UPS or FedEx.  USPS country specific and service type specific weight and size limitations can be found on the USPS website.


What is the MyUS Trusted Carrier Network?

MyUS.com established the MyUS Trusted Carrier Network to meet the needs of our members in Australia. We are proud to provide express shipping in 5-8 business days with this carrier.

You can track packages shipped via this carrier directly through your MyUS account; just log in to your account and visit the History tab. Your MyUS.com Account Manager can also help if you require any assistance with packages shipped via the MyUS Trusted Carrier Network.

This carrier network can transport single and consolidated shipments with a total value of up to $1,000 USD. In many cases, the final leg of delivery is completed by AU Post.

The maximum length for packages shipped via the MyUS Trusted Carrier Network is 32 inches, and the maximum weight is 50 pounds. This carrier will expedite processing through customs for you. Due to Australian Quarantine and Inspection Services (AQIS) clearance procedures, fees of up to $200 USD may be charged for packages containing restricted items.  


Why do final shipping rates differ from the shipping calculator estimates?

Because we will discard any unnecessary packing materials and samples that may make packages heavier, and because we cannot know the exact size and weight of your package until after we have consolidated the boxes, we cannot provide a final shipping cost until we prepare your package for shipment and tender it to the courier. Also, please remember to consider extra costs that may accompany additional services like insurance, fragile stickers or other special handling. 
The shipping calculator is an excellent tool for determining your approximate shipping costs. For information on duties and taxes charged at your local customs office, click here. For more information about how dimensional weight can affect your final shipping cost, please click here.


Why was my shipment to Australia split into multiple shipments or shipped via an alternate carrier?

In some cases, it may be necessary to alter your shipping preference in order to meet Australia import requirements.

Some situations in which we may need to adjust your shipping preferences include:

DHL Shipments: DHL can import shipments that contain orders from a single seller or single purchaser. We must send shipments that do not meet this requirement via FedEx to avoid delays.

Shipments containing Dangerous Goods: FedEx is only able to send shipments that contain Dangerous Goods to certain postal codes. The MyUS Trusted Carrier Network and USPS are unable to transport Dangerous Goods. If you request shipment of Dangerous Goods via one of these couriers, the MyUS Packaging Team will split the Dangerous Goods and ship them with DHL Express. This might require that we send out multiple shipments on the same day; one with your requested carrier and one or more shipments via DHL.

Shipments via The MyUS Trusted Carrier Network: The MyUS Trusted Carrier Network cannot transport items that require AQIS processing to Australia. If you request that we ship a package containing items that require AQIS processing via the MyUS Trusted Carrier Network, the MyUS Packaging Team may split items that require processing for transport via an alternate courier. In some cases, this may result in one shipment with The MyUS Trusted Carrier Network and one or multiple shipments with a different courier. You can read more about commodities that require AQIS processing here

You can read more about the carrier requirements for shipments destined to Australia here.

Other conditions may also require that we alter your shipping preferences to comply with import and export regulations. If you have questions about a specific item or shipment, please contact Customer Service.


Will my discount or special offer coupon apply to all my shipments?

No. Our discount offers will apply ONLY to international shipments via DHL and FedEx.  Shipping via USPS or shipping within the United States is not discounted.




Mail Services

Where can I find the USPS Form 1583?

You can download this form in PDF format here: form-1583


Can I email my USPS Form 1583 to you?

Yes, you may email, fax or mail the USPS Form 1583. You may also upload it directly into your account.   If you choose to submit Form 1583 via email or fax, please put your suite number in the subject of the email, or on the cover page of the fax.

Please note that even if you submit your forms electronically, you must still mail a completed and notarized copy of USPS Form 1583 plus copies of two forms of identification to MyUS.com. 

For more information on submitting USPS Form 1583, please click here


Mail completed and notarized Form 1583 to:
4299 Express Lane
Sarasota, FL 34238

Fax Form 1583 to:

(941) 827-2985



How do I complete the USPS Form 1583?

You can download this form in PDF format here: USPS Form-1583.pdf

Click here to view an example of a USPS Form 1583

Complete the form and mail it to us with a copy of your photo identification to:

MyUS.com
Attention: Form 1583
4299 Express Lane
Sarasota, FL 34238

Acceptable Forms of Photo Identification:

A photocopy of your driver's license

Government Identification

Other credentials showing the applicant's signature and a serial number or similar that is traceable to the bearer


Do I need to submit a USPS Form 1583?

If you are a Premium + Mail Member yes, you are required to complete the USPS Form 1583.

Standard and Premium Members are not required to complete this form.

Click here to see how to complete the USPS Form


Where do I send the USPS Form 1583?

Upon completion of this form, mail it to us with a copy of your photo identification to:

MyUS.com
Attention: Form 1583
4299 Express Lane
Sarasota, FL 34238

Acceptable Forms of Identification:

  • A photocopy of your driver's license
  •  

  • Government Identification
  •  

  • Other credentials showing the applicant's signature and a serial number or similar that is traceable to the bearer




Package Handling

Will you accept shipments sent to me by merchants and individuals?

Yes, we will accept shipments to your MyUS.com address from any merchant or individual.


Can I receive mail and merchandise with names other than my own?

Yes, you can sign up for additional names to receive packages or mail on your account.. This is a great way for your family, friends, and co-workers to save on shipping costs.

For
Standard and Premium Members, there is no charge for additional names, and Form 1583 is not required.

For 
Premium+Mail Members, there is a $20/name annual fee for this service, and each additional person must submit a notarized USPS Form 1583 and provide at least one form of photo identification. 


Does MyUS.com provide refrigeration?

No, neither MyUS.com nor our couriers provide any form of temperature-controlled storage or transportation. Please do not ship items requiring refrigeration to your MyUS.com suite.
 
Common items that require refrigeration include frozen foods, perishable foodstuffs, temperature-sensitive medications, dry ice and chocolate.


Does MyUS.com provide temperature-controlled facilities?

No, MyUS.com does not provide temperature-controlled or humidity-controlled facilities.


Do you accept merchant invoices in currencies other than U.S. Dollars?

Yes. If your package arrives with a merchant invoice that is not in U.S. Dollars, we will convert the prices on the invoice into U.S. Dollars using the current exchange rate.  


Do you open my packages?

 Yes. MyUS.com opens each and every package when it arrives at our Distribution Center. Our trained login agents carefully review your purchases to ensure they were not broken during transport and that they are legal for export from the USA. 

If the merchant included an invoice, we will compare the contents you received to the purchases shown on the invoice to ensure you received the correct number of items. If the invoice shows the price you paid, we will also enter these values for you. 


Do you open my products?

If you receive an item that is not in the manufacturer's original packaging, or if you receive an item that is not from a trusted merchant, we will open the product packaging to inspect the item. This process allows us to reduce fraud and save you shipping costs by ensuring the product is actually in the package and that it is legal for export from the USA.  


How does a merchant invoice help me get my purchases more quickly?

To comply with U.S. export regulations, MyUS.com must have the actual purchase price of the items we export. In many cases, we must also have the name and address of the seller.

If your package arrives without a merchant invoice, or if the invoice does not show the price you paid for your merchandise, we cannot export your packages until we receive this information. We may ask you to enter the price you paid from your Inbox, provide a copy of your payment receipt, or both.

When a package arrives with a merchant invoice that shows the price you paid, we will automatically enter these values, as well as the seller’s name and address, for you. Because it is not necessary for you to take any further action in most cases, the merchant invoice can help you receive your purchases much more quickly.  


How does repackaging save me money?

Many merchants pack your merchandise in boxes that are too large or not properly prepared for international shipping. To help save you money and protect your purchases, we take extra time to ensure that all of your merchandise is properly packaged for international shipping.

Our FREE repackaging service will save you money in shipping costs, especially by reducing the dimensional weight of your packages. Our repackaging also helps ensure your purchases are not damaged during transport.


How do I change my Shipping Preference?

To set your Shipping Preference to “Hold” and take advantage of our package consolidation services, just complete a few steps before your package arrives at your suite:
 
·         Log in to your MyUS.com account
·         Click “Account Settings
·         Click “My Shipping Preferences
·         In the “Shipping Options” section, find the item labeled “Merchandise Shipping Schedule”
·         Use this drop box to select one of the following options:
o   Hold: We will hold your packages in your suite until you submit a ship request. Premium Members may use this option to hold packages for consolidation.
o   Weekly: Once per week, we will consolidate all packages in your suite and ship them to you.
o   Biweekly Week 1 & 3: We will consolidate all packages in your suite and ship them to you during the first and third week of each month.
o   Biweekly Week 2 & 4: We will consolidate all packages in your suite and ship them to you during the second and fourth week of each month.
o   Monthly Week 1: We will consolidate all packages in your suite and ship them to you once per month, during the first week of the month.
o   Monthly Week 2: We will consolidate all packages in your suite and ship them to you once per month, during the second week of the month.
o   Monthly Week 3: We will consolidate all packages in your suite and ship them to you once per month, during the third week of the month.
o   Monthly Week 4: We will consolidate all packages in your suite and ship them to you once per month, during the fourth week of the month.
o   Automatic: We will ship your package to you, without consolidation, as soon as it arrives at your suite.
·         Click “Save Changes >>” to save your preference
 
Once you set your Shipping Preference to “Hold,” please remember that you must submit a ship request to receive your packages. Click here for instructions on submitting a ship request.


How do I enter the price I paid for items?

You can enter the price you paid for items in your suite directly from your Inbox. For detailed instructions, please see this animation


How do I request that my merchandise ships on a pallet?

You will need to set your Merchandise Shipping Schedule to a setting of Hold under Shipping Preferences in order to be able to request this service.

Once you are ready to send your packages, select Include next to each package you wish to have consolidated. Then select Create Ship Request. To request a pallet, just select the “Add Pallet for Shipment” option in the “Shipping Options” section.

The fee for a pallet is $25. Please note, a pallet will increase shipping costs by increasing both the actual and dimensional weight of your shipment.


How do you handle magazines and catalogs?

For Customs valuation reasons, we will log magazines into your suite as packages. You may add them to ship requests or discard them just like any other package. This service is only available for Premium and Premium + Mail Members.

Unlike packages, though, Magazines are not subject to storage fees. Magazines may remain in your suite at no charge until you are ready to create a ship request.


How long can I store packages in my suite?

You may receive a certain number of FREE storage days based on your membership type. After the free storage period ends, storage fees are $1 per package per day. Storage continues to accrue until your package is shipped, discarded or returned to the sender. You will see these charges itemized on your invoice at the time the package is shipped or discarded.

Standard Membership offers 5 days of free storage. Premium and Premium + Mail Memberships offer 30 days of free storage.


How long does it take to process my shipment?

Most shipments leave our warehouse within three (3) business days after we receive your ship request. MyUS does not tender packages to our couriers on Sunday or certain U.S. holidays. If your shipment is urgent, you can expedite your shipment by marking your ship request “Urgent.”

In some cases, high-value merchandise and shipments may require additional paperwork to comply with U.S. government regulations. This may result in additional processing time for your shipment.

Shipments containing certain animal products, including feathers, animal skin and mother-of-pearl, may require review to ensure compliance with U.S. Fish and Wildlife (USFWS) regulations. You may experience additional processing time for shipments containing these items.

Shipments containing items shown on the Restricted Items list will require additional review by the MyUS Compliance Department. This will cause additional processing time for these shipments.

Once a package leaves our warehouse, average transit time to your door is two (2) to four (4) days. You can find more detailed information about transit times and restricted items on the Country Details page for your country.


Can I pick up my mail and packages personally at MyUS?

Yes, as a member you are welcome to arrange an appointment Monday through Friday, 9am to 5pm EST to pick up your mail and packages. We charge a $15 pick up fee for the first pound, plus $1 for each pound thereafter.

You will need to contact us at least a week in advance with the date and time you wish to arrive to pick up your goods so that we can set the appointment and prepare your goods for pick up. Your account will be charged for the pick up fee at the time the appointment is set. You will need to bring a form of ID in order to pick up your goods. Please do not bring any guests with you as they are not authorized to pick up your goods.

Note that you may not pick up items that have been banned for export, including merchandise on our Prohibited Items list. Items that MyUS is unable to export must be returned to the manufacturer or to the merchant if the merchant is an authorized seller of the item and is based in the United States.


How can I make sure I get all of my package notifications?

Add us to your Safe Sender list.  To ensure you receive all communications in your inbox, we recommend that you add our domain MyUS.com to your Safe Senders list.

Spam filters sometimes include mail you really do want. MyUS sends email alerts to you when they receive a package at your U.S. address, as well as alerts when your shipments leave MyUS, and other important communications.


Can I split items in a package?

Yes, if your package contains more than one item and you wish to split them into two packages we can do this for you.

There is a $15 charge per new package created to perform this service. You may choose to have a split item discarded, or returned to sender or shipped at a different time or to a different address.

This process is automated and you may make this request by simply signing into your account and selecting the drop down list under Action. You also have the option to mark the request urgent, and the option to include comments explaining specifically what you want done.

Note that we cannot split packages for the purpose of allowing your packages to fall below the import duty threshold in your country.


What if my item is gift-wrapped?

 To ensure quality and compliance with U.S. export regulations, we must open and review wrapped items. When possible, we will make every effort to return wrapped items to their original condition. 


What is a business day?

MyUS.com observes U.S. business days (Monday through Friday).

Although we are open to receive packages and provide customer service seven days per week, we only tender packages to our couriers on business days.  


Why does my package not show in my Inbox?

We receive and sign for packages Monday through Saturday. You will receive an email each time we log a package into your Inbox. Our receiving team works diligently to ensure the package is entered into your Inbox within 24 hours of when it arrives at our facility.

Your account has a Merchandise Shipping Schedule in your Shipping Preference. If your shipping schedule is set to a scheduled shipping, including "Automatic," then we will automatically move your packages from your Inbox to your Outbox. Packages in your Outbox are in a pending shipment request.

You can view shipments that have left our facility under the History tab on your account. You can also see a link to the tracking information, and you can select the "Amount" of the shipment to view the invoice for the shipment. 


Why does my package show as delivered but does not appear in my Inbox?

We receive and sign for packages Monday through Saturday. You will receive an email each time we log a package intoyour Inbox. Our receiving team reviews each of these packages to identify the MyUS member and to catalog the contents. Our receiving team works diligently to ensure the package is entered into your Inbox within three business days of the day it arrived.


Why do I sometimes receive multiple packages even though I only placed one order with a merchant?

Merchants often ship parts of the same order from different warehouses or at different times. This shipping practice may mean that you will receive two or more packages even though you only placed one order. 

If you have set your Merchandise Shipping Schedule to “Automatic” in your Shipping Preferences, we will automatically ship your packages to you as they arrive at our facilities. If a merchant ships part of your order separately, you will pay shipping charges on each package. This is why we recommend that you set your Shipping Preference to "HOLD" and request a shipment when all of your merchandise has arrived.

In the Shipping Preferences section of our website, you can set your account to hold these packages and consolidate them before shipping.  If you have instructed us to consolidate packages, you will only pay for one shipment even if a merchant sends your order in separate packages.
 




Payment Questions

How is an account balance handled with MyUS.com?

If you have a credit on your account, we will always first apply the balance to your account before charging you via your preferred method of payment.


How does the Credit Card Verification Process work?

Step 1: When a new credit card is submitted, a charge of between US$0.01 and US$9.99 is applied to the card.

Step 2: A refund of the same amount is applied to the card account within 48 hours.

Step 3: An email is sent to the customer, notifying them of the charge and providing instructions for completing the process

Step 4: The customer finds the charge on their credit card statement or by phoning their bank and notes the amount

Step 5: Using the link under My Alerts, the customer accesses our system online and enters the charge in the field provided

Step 6: Our system confirms the amount entered matches the amount we charged, and approves the credit card for use

*If during step 1 we're unable to charge the credit card, or if the amount entered in step 5 doesn't match the original charge, the customer is asked to provide a new card.


Credit Card Verification (CCV) Common Questions

How does the transaction show up on my credit card statement?
The verification transaction will look much like other charges from MyUS.com. Depending on your credit card issuer’s statement format, the verification charge may appear as MyUS.com, Access USA or MyUS.com followed by your suite number.

If you have difficulty finding the verification charge, you may be able to find it by looking for a charge followed by a refund of the same amount.


What if the charge is not shown in US Currency?
We have provided a link to our online currency converter on the page where you enter the verification charge amount. In addition, we are working to allow you to enter the charge amount in currencies other than the U.S. Dollar.


What amount do I enter?
Our verification transaction will look much like other charges from MyUS.com. The amount of the transaction will be between US $1.00 and US $9.99. Please enter the amount of this transaction in U.S. dollars.

In addition to the verification charge, you will see a refund of the same amount. You may enter the refund amount if you wish.

Please do not enter other amounts like the amount of your most recent MyUS.com shipping charge, the amount of your Personal Shopping order, your monthly service charge amount or the amount of any outstanding balance.


What if I can't find the transaction on my credit card statement?
Depending on your bank’s policies, it may take up to 48 hours for the verification charge to appear on your statement. If you cannot find the charge or refund on your statement, please contact your credit card issuer for assistance.


What if I don't receive a credit card statement?
If you do not receive a credit card statement or do not have access to online transaction reviews, please contact your credit card issuer for assistance.


Why was my credit card rejected?
Some reasons why a credit card fails the verification process can include:

  • The credit card issuer declined the verification charge.
  • The credit card issuer approved the verification charge, but the amount entered on our website did not match the amount of the charge.
If your credit card has failed our verification process, please contact your bank for additional assistance. You may also contact MyUS.com via live chat seven days a week between the hours of 9:00 AM and 5:00 PM EST (GMT -5 hours).

 

How can I get help with the credit card verification (CCV) process?
We are available via live chat between the hours of 9:00 AM and 5:00 PM EST (GMT -5 hours) seven days a week. You can also Contact Us and send an email to our CCVS department.


Do you add a fuel surcharge to your rates?

No! Despite the fuel surcharges added by all major carriers, MyUS.com is not adding a fuel surcharge at this time. This policy provides the best possible value to our customers.


 


How does MyUS invoice for individual charges?

In order to reduce international transaction fees, MyUS.com consolidates many individual charges into one invoice at the time of shipping. The invoice you receive for your package will detail one line item for each service you requested as well as the shipping charges. We will total these charges, show them as the total cost for the package, and charge this amount to your payment method. 
 


When am I charged for storage?

You may receive a certain number of FREE storage days based on your membership type. After the free storage period ends, storage fees are $1 per package per day. Standard Membership offers 5 days of free storage and Premium and Premium + Mail Memberships offer 30 days of free storage.

Storage continues to accrue until your package is shipped, discarded or returned to the sender. You will see these charges itemized on your invoice at the time the package is shipped or discarded.


Is my payment information safe with MyUS.com?

Yes. MyUS.com is fully compliant with Payment Card Industry Data Security Standards (PCI DSS).


What currency are your fees displayed in?

All MyUS Pricing is displayed in USA Dollars.


What if I don't have a credit card?

No problem. You can send us a check, money order or wire transfer.

How to Send MyUS a Check or Money Order:

1. Please reference your SUITE NUMBER and/or NAME on the check or money order so we know it is from you.

2. Mail all Checks or Money Orders payable to "MyUS.com" to the address below:

MyUS.com
Attn: Billing Dept
4299 Express Lane
Sarasota, FL 34238

3. email MyUS as soon as the Check/Money Order is sent.

How to Send a Wire Transfer to MyUS:

Please go to our Contact Us page and select Need More Help to ask us for wire transfer details. Please be sure to let us know if you are sending a wire from a US bank or an international bank. There is a $12 fee charged to receive each wire transfer.


How do MyUS.com Members pay the package shipping charges?

We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB and Union Pay. We also accept PayPal payments from customers in certain countries. 


Where do I send a Wire Transfer?

If you plan to send a wire transfer to MyUS.com, please contact Customer Service for instructions and important information about wire transfers. 

Note:  There is a $12 fee charged to receive each wire transfer.
 


How do I change or update my credit card details?

How to Change/Update your Credit Card Details:

1. Login  to your account.

2. Click the "My Account" link.

3.  Select the billing information link

4. Fill out and submit the credit card information form.

**Please note you will be charged in your local currency when available..


What is a security code/card verification number (CVN)?

The security code, commonly called a card verification number (CVN) or a card verification value (CVV), is a special three or four digit code printed somewhere on your credit card. Banks commonly use this code to prevent fraud, and some banks may decline transactions that do not include this code.
 
On most credit cards, the security code or CVN is a three-digit number. This number appears on the back of the card, and typically appears in print on the white area just above the signature line:
 


American Express cards feature a four-digit code found on the front of the card. This code typically appears in print on the right side of the card just above the card number:
 

 

For more information about card verification numbers, or if you cannot find the security code on your card, please contact your bank.


Who is affected by the Credit Card Verification process?

In most cases our system is able to verify a credit card without use of the CCV process, but depending on the result of our internal security tests the process may be applied to:

  • New Members of MyUS.com, providing credit card information for the 1st time
  • Current Members of MyUS.com who have changed their credit card information


Why was my credit card declined?

There are a number of reasons your bank may decline our attempts to charge your credit card. Common reasons why your credit card may not accept our charges include:
·         Credit card expired
·         Credit card number changed
·         Credit card has insufficient funds
·         Credit card not authorized to accept international or Internet transactions
·         Security code/card verification number (CVN) required to complete transactions
This list includes some of the most common reasons why credit cards decline charges, but your bank may have more specific information about this particular issue. Please note that, in some cases, it may be necessary to log in to your account, provide your credit card security code or CVN, and re-attempt declined transactions.
If your bank recently declined a transaction and you are unsure of the reason, please contact the bank for more information. In many cases, you can find the telephone number for your bank on the back of your credit card.


Will my discount or special offer coupon apply to all my shipments?

No. Our discount offers will apply ONLY to international shipments via DHL, FedEx and UPS.  Shipping via USPS or shipping within the United States is not discounted.

If you received a discount offer via email, please review the email you received for details. Details may include whether you can combine the offer with other discounts, when the discount expires, and other limitations. 




Personal Shopper

Can I use Personal Shopper to pay for an item I won in an auction on eBay?

Yes, we can purchase the items you have won or chosen to buy it now on eBay. 

It is your responsibility to stay in contact with the seller to ensure the merchandise arrives promptly and safely to your mailbox.

There are risks involved when bidding on auction sites like ebay.com; therefore we are not responsible for any merchandise not received from these auction sites.

If a seller happens to be a fraud, we will submit an investigation request with PayPal on behalf of our customer. PayPal will then attempt to recover any funds owed, but fund recovery is not guaranteed. All disputes must be submitted within 30 days from when the original payment was sent.


Can I edit or cancel my Personal Shopper order? How?

Yes, you can edit or cancel your order after you submit it. To modify an order, log into your account and click “MY ACCOUNT” then “PERSONAL SHOPPER.” Click the link for “Personal Shopper Order History” to display a list of your recent orders; each order available for editing will have options to “Edit” or “Cancel” displayed under the order number.

To modify or cancel an order, click the appropriate option and proceed to make any necessary changes. Be sure to complete the checkout again, as this action sends the changes to our Personal Shopper department for processing.

Please note that we cannot modify or cancel a Personal Shopper order once it has been placed with the seller. If you decide that you do not want the purchase, we may be able to return it to the seller. Please check with the merchant website regarding their return policy. If a return is permitted, please notify the Personal Shopper department to have the order returned once it arrives in your suite.

There is a $15 fee for all returns in addition to the return shipping cost. Once the vendor receives the returned package and issues a refund, we will credit your MyUS.com account for the refunded amount. Please note that Personal Shopper ordering fees are not refundable.


How do I pay MyUS for my Personal Shopper order?

We will charge you for all Personal Shopper orders. There is a minimum fee of $10 for all personal shopper orders.  Acceptable methods of payment are credit card, wire transfer, check, or money order. There will be a non-refundable Personal Shopper ordering fee for each order successfully processed. The fees for Personal Shopper orders depend on your membership type as follows:

Premium or Premium +Mail members pay only 6% of the order total when using a credit card for payment. If paying by wire transfer the fee is 3% of the order total. (There is an additional $12.00 fee that the bank charges to accept the wire.)

Standard members pay only 10% of the order total when using a credit card for payment. If paying by wire transfer the fee is 5% of the order total. (There is an additional $12.00 fee that the bank charges to accept the wire.)

When placing a Personal Shopper order with more than 10 items per online merchant, there will be a $1 per item fee for every item over 10.



Can I use Personal Shopper to buy items for me on eBay?

Personal Shopper will not participate in the bidding process.  Once you have won the item or choose the buy it now option, our Personal Shoppers will identify themselves as your representative and purchase the items.  To complete this payment on your behalf, you will need to provide us with the seller’s Paypal email address.

Once the item is purchased, it is your responsibility to stay in contact with the seller to ensure the merchandise arrives promptly and safely to your mailbox.

There are risks involved when bidding on auction sites like ebay.com; therefore we are not responsible for any merchandise not received from these auction sites.

If a seller happens to be a fraud, we will submit an investigation request with PayPal on behalf of our customer. PayPal will then attempt to recover any funds owed, but fund recovery is not guaranteed. All disputes must be submitted within 30 days from when the original payment was sent.


Can I order personalized or customized orders through the Personal Shopper Department?

Yes, we are happy to process your personalized or customized orders, however because these types of orders do require additional time and attention in both the ordering and the receiving process, there is an additional $15 fee for processing any personalized or customized Personal Shopper order.


Can Personal Shopper be used to purchase memberships, subscriptions or downloads?

No, the Personal Shopper service cannot be used to pay for any type of services like:


Gift Certificates

Student Loans

Credit Card payments

Internet Service

Subscriptions

Memberships

Utility Bills

Electronic downloads


What if one of the items on my Personal Shopper order is not available?

When you order your items and one or more of your item(s) are not available you can choose to either:

1.  Cancel the item, purchase all other available items. OR
2.  Cancel all items from the site.

Note
:  The above selection is available when you submit your order.



What happens if an item I order is not in stock when the Personal Shopper places the order?

It is your responsibility to ensure all items are in stock before requesting the items through our Personal Shopper service. If an item is not available, we will cancel the item that is not available and will process the rest of the order, unless you have provided other specific instructions.


Are there any special rules for placing really large orders or if I am a brand new customer?

We may require a wire transfer from you if the Personal Shopper order exceeds $300 or if you have been a member for less than three months.


Can I have the Personal Shopper order sent directly to me, instead of to your warehouse?

All Personal Shopper orders will be sent to the MyUS.com facility in Florida. No orders will be shipped to any other addresses. This is to ensure all items are received correctly. We open and inspect each order for accuracy and completeness. We also take photos of the order so that you too can verify the order prior to shipping.


How do I place a Personal Shopper order?

How to place a Personal Shopper Order:

1.  Login to your account.

2. Click on the Personal Shopper link at the top of the page. 

3. Tell us who you're buying from

This can be an online retailer, or an auction site such as eBay, uBid, Yahoo Action, etc.

4.  Tell us how we should pay the seller
We will identify ourselves to the seller as your representative, then purchase the merchandise for you using our US Credit card, our PayPal account or a money order

5.  Tell us what you want to buy
You list the items, quantities, and descriptions we need to complete the purchase

For each order placed you will be limited to 20 items per seller.

After you submit your request, one of our Personal Shopper experts completes the purchase. Your MyUS.com account is billed for the actual cost of the purchase plus a Personal Shopper service fee.

Once the merchandise arrives at our distribution center, it will appear in your Inbox and be available for shipment to you as usual.

The Personal Shopper Department is available by phone or email Monday through Friday 9:00 am to 5:00 pm EST.


When is my Personal Shopper order processed if I pay by Wire or Money Order?

Once the funds are received and applied to your account, we will process your order within 2 days.

If you elect to have us pay a merchant for your Personal Shopper order via money order, we will identify ourselves as your representative and process the requests as follows:

All money order requests under $200 will be sent via regular first class mail free of charge. Any money order requests $200 and over will be sent via carrier and the customer will be charged for the shipment.

We process money orders once a week as we need to leave the office to purchase them. Money orders are processed on Thursday. Please be sure to have your order in by Thursday morning to have it processed that same week.

It is your responsibility to stay in contact with the seller to ensure the seller receives the money order payment and that the merchandise arrives promptly and safely to your mailbox.

You may contact us to get confirmation if the money order has been cashed.


How long does it take to process my Personal Shopper order?

Urgent Personal Shopper orders are processed prior to non-urgent Personal Shopper orders and are processed within 24 hours of receipt.  Non-urgent PS orders are processed in the order that they are received and are processed within 1-3 days of receipt.

All orders are processed within normal business hours: Monday-Friday 9:00 AM- 5:00 PM EST.


Can I return merchandise ordered via Personal Shopper?

We will return any orders in accordance with the seller's return policy. All shipping fees to return the order will be paid by you. Once the seller receives the returned package and we have confirmed the refund, your MyUs.com account will then be credited for the amount that was refunded for the returned order.

This credit will be used before we invoice your credit card again. We will use the credit to pay for your next Personal Shopper order, shipping costs, or membership fees.

No Personal Shopper refunds will be returned back to your credit card. The Personal Shopper ordering fees are not refundable.





Problem Merchandise

Are there any additional restrictions when shipping via the MyUS Trusted Courier Network?

Yes. In addition to our list of Restricted and Prohibited Items, the MyUS Trusted Courier Network may require an additional charge of up to $200 for transporting items restricted by the Australian Quarantine and Inspection Service.

These items include:
Food
(including candy and snacks)
Drinks (including coffee and alcoholic beverages)
Medications
(including antibiotics)
Medical equipment (including syringes)
Agricultural items (including plants and seeds)
Paints

Pet food

Vegetable and Animal Matter
Furs, skins, animal parts

Insecticides

Slingshots

Wood items

Dangerous goods

For more information on AQIS restrictions, please click here.  


Are there exceptions to export restrictions for laboratory, medical or research use?

No, MyUS.com cannot export prescription medications, controlled substances or human growth hormones of any kind for any reason.

MyUS.com cannot export assays, peptides, biological media and animal, veterinary or human vaccines. If you receive a package containing these items, U.S. regulations require MyUS.com to dispose of the items in a local disposal facility. MyUS.com cannot ship these items to any address, including back to the sender.


Can you export agricultural Items like plants, seeds and soil?

We can ship agricultural items for you if they meet U.S. export requirements and your country’s customs office allows them to be imported. We are unable to export them if your country prohibits these items, requires a preshipment inspection, or a phytosanitary certificate to be provided by the shipper in order to import the product. We also cannot accept foreign seeds or plants that are not properly imported into the U.S. These items will be removed from your account upon receipt and properly discarded.

Please make sure that your agricultural products are properly labeled including their Genus and Species and Country of Origin. The labeling requirement is also applicable to individual packets of seeds. We are unable to ship or store any items that we cannot identify or are not properly labeled.

We are unable to export live plants or loose soil, and we are unable to store live plants in our facility. We will automatically return any live plants we receive to the sender as long as they are within the U.S. since we cannot store them here.

We suggest that you contact your customs office to inquire about the import regulations and contact MyUS.com’s Customer Service with a link of the item so they can determine if we can export the items for you.


Can you export Dangerous Goods to Australia?

Yes. We can export Dangerous Goods, but our couriers have certain restrictions that may affect how we send these items to you:

DHL can transport Dangerous Goods to all areas of Australia. However, DHL can only import shipments that contain merchandise from a single seller/single purchaser.

FedEx can transport Dangerous Goods to certain postal codes in Australia.

UPS, MyUS Trusted Carrier Network and USPS
cannot transport Dangerous Goods to Australia

If you submit a shipment request for a package containing Dangerous Goods, the MyUS Packaging Team may split these goods into separate packages for delivery via DHL in order to comply with courier restrictions and prevent delays.

Dangerous Goods require special handling, and we can only include limited quantities of some commodities in a single shipment. In some cases, it may be necessary to split Dangerous Goods into multiple shipments.

Courier restrictions change frequently. For questions about a specific item or shipment, please contact Customer Service.


Can you forward items containing mother-of-pearl?

Yes. Mother-of-pearl is protected by the Endangered Species Act and governed by the U.S. Fish and Wildlife Service (USFWS) as well as the U.S. Department of Interior (USDI). MyUS has obtained the necessary license to export mother-of-pearl; the fee to export any items containing mother-of-pearl is $180 per shipment. This fee is in addition to your actual shipping cost.

Mother-of-pearl is commonly found on watches, the keys of musical instruments and as decorative enhancements on guitars, kitchenware and other home decor. We cannot export items containing mother-of-pearl without payment of the fee as noted above. If you have questions about this topic, please contact us prior to placing your order with a merchant.


Can you export controlled substances?

No. MyUS cannot export controlled substances or any item that contains controlled substances. Please do not ship controlled substances to your MyUS.com suite.

A controlled substance is any drug that is illegal or restricted for sale in the United States, even if it is readily available in your own country. Examples of controlled substances include Sudafed and Hoodia.


Can you export human growth hormones?

No, MyUS.com cannot export human growth hormones (hGH) of any kind. Please do not ship human growth hormones to your MyUS.com suite.

Common examples of human growth hormones include Norditropin, Nutropin, Omnitrope, Saizen and Genotropin.

Supplements and vitamins legally purchased for bodybuilding purposes, include Creatine, are not considered human growth hormones.


Can you export lithium batteries?

Yes, but these batteries may be subject to additional regulations and we may be unable to export them to some countries. In some cases, lithium metal and lithium-ion batteries may be subject to a Dangerous Goods handling fee.

Due to the potential fire danger in cases of short circuits or damage to the batteries, lithium ion and lithium metal batteries are heavily regulated for air transport. The regulations are extremely complex, and rules can vary by country and even by courier. The size of the battery, how it is packaged, and whether it is pre-installed in an electronic device also play a role in the regulations and restrictions for these batteries.

The team of trained specialists at MyUS.com can arrange for exporting most lithium batteries and electronic devices containing these devices. For specific questions or assistance determining whether we can export lithium batteries and electronic devices containing these batteries to your country, please contact Customer Service.  


Can you export motorized vehicles?

No. MyUS.com cannot export any motorized vehicle that requires a license to operate. Common examples of these vehicles include cars, trucks and motorcycles.


Can you export non-prescription or over-the-counter medication?

MyUS.com can export most over-the-counter medications as long as they arrive in their original packaging and may be distributed within the United States. To ensure compliance with U.S. Food and Drug Administration guidelines, the MyUS.com Compliance Team must review all medications and verify that they may be distributed. The compliance review will typically be complete in less than 24 hours. However, this review may add up to 72 hours before your package is available to ship.

Additionally, per U.S. government regulations, MyUS.com cannot export any non-prescription or over-the-counter medication that originated from a merchant outside the United States.


Can you export police or military style items?

No. MyUS.com will not export any product that appears to be related to police, government or military activity. Common police and military items include, but are not limited to:
·         Badges
·         Body Armor
·         Protective Clothing containing Body Armor
·         Police batons
·         Handcuffs
·         Surveillance equipment
 
Please see our list of prohibited items for more information. If you are unsure whether a product is considered a police or military item, please contact your account manager for assistance.


Can you export prescription medications?

No. MyUS.com cannot export prescription medications. Please do not ship prescription medications to your MyUS.com suite.


Can you export weapons or gun accessories?

No. MyUS.com will not export any product that appears to be a weapon, a weapon part or an accessory to a weapon. This limitation includes, but is not limited to, items restricted by the International Traffic in Arms Regulations, or ITAR. Common gun and weapon accessories include, but are not limited to: 
·         Scopes or Sights
·         Ammunition Clips or Magazines
·         Pistol Grips
·         Rifle Butt Stocks
·         Items equipped with Night-vision
·         Bayonets
·         Items equipped with Lasers
Please see our list of prohibited items for more information. If you are unsure whether a product is considered a weapon OR accessory, please contact your account manager for assistance.


What is considered dangerous goods or hazardous material?

Dangerous goods/hazardous materials are defined as items that require special handling, additional packaging and labeling in order to be transported internationally.
 
These items MAY or MAY NOT be allowed to ship to your country. Shipping Dangerous Goods is country-specific, and may depend on the courier you choose to ship with, including DHL or Fedex. You may not ship Dangerous Goods by USPS or UPS. 
 
Just because your country allows the import of the item, doesn’t mean the carrier is licensed to handle and transport Dangerous Goods to your country.
 
Examples of items that are considered Dangerous Goods include: items under pressure or flammable like hairspray, spray paint, lighters, nailpolish, and perfumes. 

Please view our Prohibited Items page for more information or contact Customer Service for specific information about your country and the particular items you wish to ship.


Does MyUS export food?

We cannot export any food items that are perishable (require refrigeration), have a label in a foreign language, or are restricted for export by the U.S. F.D.A. (Food and Drug Administration). We also suggest that you contact your customs office to inquire if you can import food to your country as it is often restricted.
 
Food must meet all U.S. F.D.A. regulations for exporting food from the U.S. You can view their website here: http://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Exporting/default.htm
 
Food packaging must have the following:

- Name of the product
- Ingredient List - In English
- Nutrition facts - In English
 
If the food arrived with the Merchant/Seller invoice, we will attempt to locate the necessary information required that will meet U.S. F.D.A. regulations for exportation. If the required information is not obtainable, then we will not be able to export it for you and, in some cases, we may not be able to ship it domestically.
 


Why can’t you export items containing animal fur or wildlife products?

The U.S. Fish and Wildlife Service (USFWS) has determined that certain animal products cannot be exported, including: endangered or threatened species, migratory birds, marine mammals, and animals protected by CITES (Convention on International Trade in Endangered Species). Commonly reviewed items include aquatic animal shells and teeth, animal horns, animal fur such as fox, racoon, coyote, mink, deer and rabbit on boots or coats, animal skins such as alligator, crocodile or snakeskin on shoes, handbags, and suitcases, bird feathers on hats or clothing, mother of pearl on musical instruments, jewelry or watches. Generally, merchandise derived from horse, cow or sheep does not require additional export licensing. Some of these items can be exported with no paperwork and others require a declaration for import and export that must be filed with the USFWS.

Additional fees may be assessed if the item is approved for export from the United States. We always recommend that you check with Customer Service prior to the purchase of an item that may or may not be subject to these additional licensing requirements.


Can you export perfume?

We are allowed to export perfume to certain countries.

A special handling fee of $10.50 is required to ship perfume.

Please contact Customer Service to confirm if we can ship perfume to your country. Please be sure to state which country you will be shipping to. You can reach us by selecting "Need More Help" on the Contact Us page.


What if I receive a counterfeit, bootleg or knockoff item?

MyUS.com cannot export counterfeit, bootleg or knockoff items.

If you receive an item that does not appear to be authentic, we will notify you via email and refer the item to our Trade Compliance Team to confirm authenticity.

If the item is counterfeit, if it came from a merchant in the U.S. and if the merchant provides a return label, we can help you return the item. If the merchant does not provide a return label or if the merchant will not accept a return, we must discard the item. We cannot ship counterfeit items to any party other than the original seller, including parties in the USA.  


What is the difference between Restricted and Prohibited items?

Prohibited Items: If an item is prohibited in your country, or prohibited for export from the United States, we cannot ship it to you. Please review our list of restricted and prohibited items prior to ordering. Please do not ship prohibited items to your MyUS suite. If you are not sure if an item is restricted or prohibited, we recommend you contact us prior to ordering. If we receive an item that we cannot ship, we may be required, in some cases, to dispose of the item in a U.S. disposal facility and MyUS.com may be unable to ship it to any address, including back to the sender.
 
Restricted Items: Some restricted items can be shipped, but only after the MyUS.com Compliance Department reviews the item to ensure it complies with laws in both your country and with the laws of the United States. The compliance review will typically be complete in less than 24 hours. However, this review may add 1 - 3 business days (Monday through Friday) before your package is available to ship. If you have questions about shipping a restricted item, please contact Customer Service before shipping the item to your MyUS suite.




Shopping at US Stores

How do I request a merchant invoice?

Many merchants automatically include a merchant invoice with your merchandise.

In some cases, it may be necessary to request that the merchant include a paper invoice. If a merchant sends you a merchant invoice or payment receipt via email, it may be necessary to respond to the email and ask the merchant to also include a merchant invoice with your merchandise.

If you purchase from an eBay seller or private individual, it may be necessary to email the seller and request a merchant invoice showing the seller’s name, address and the price you paid for your purchases.

Special note about gift items:
If you indicate that your item is a gift, the seller may include a merchant invoice that does not show the price you paid for your merchandise. If your package arrives with a gift receipt rather than a complete merchant invoice, it will be necessary to provide additional information before MyUS.com can export your purchases.  


Can I buy items from retailers that are not listed on your shopping page?

AbsolutelyYou can buy from any retailers or individuals you wish. We developed our Shop Smarter section to make it easier for you to shop online.

Do you like to shop on eBay? Please do! Many of our members use their MyUS.com accounts for eBay purchases. 


Size Charts

International Size Charts


Top 10 Tips for Saving at US Stores

Many USA stores pack their merchandise inefficiently, resulting in substantially higher shipping costs for international customers. There are also many other things to know when shopping with USA retailers.  To save the most at USA stores, follow these top tips:

  1. Always use your MyUS.com suite as the "Ship To" address, and check the shipping cost to this address. Some merchants offer free shipping to US addresses.
  2. Check to see if coupons or discount codes are available.
  3. Sign up for price reduction notifications.  
  4. Make sure to read the ratings and reviews of sellers.
  5. Be prepared to spend more than a few minutes on these sites looking for the best products and deals. There are typically multiple ways to get to a product — by category, price, specs, etc.
  6. Consider rebates; sometimes manufacturers offer rebates after the product is purchased.
  7. If you are unsure about a seller or retailer, check with the Better Business Bureau.
  8. Shop Around - Check different websites for the same product.
  9.  Create a separate email address for shopping so your email doesn't get bogged down with advertisements.
  10. Check the MyUS.com Facebook and Twitter pages for coupons! 


Translation Tools

Need to translate an English-language website? Use these handy tools:

  • http://translate.google.com - a machine translator provided by Google Inc. to translate a piece of text, document or webpage in another language.


What is a Merchant Invoice?

A merchant invoice, sometimes known as an MI or a payment receipt, is a document that shows the price you paid for merchandise you have purchased. The document may also contain other valuable information, including the name and address of the sellers.

Many merchants automatically include a merchant invoice with your package, and some may send you an electronic merchant invoice via email.

Please keep a record of your Merchant Invoices so that you can provide them to us or your customs office if they are required for export or import purposes.




Signup/ Registration

What is your policy regarding customer privacy and confidentiality?

It is our policy never to sell or give away any information about our customers.

We understand our customer's concerns regarding confidentiality. The privacy of our customers is of utmost importance to us and details regarding our policy may be found in our Privacy Policy.


What does it cost to obtain a MyUS.com membership?

Each Membership includes your own online MyUS.com account and e-mail notification of all shipments and merchandise.

Please review our current membership options on our Membership Page.

 


Can my friends and family share my MyUS.com account with me?

Yes, you can sign up for additional names to receive packages or mail on your account. This is a great way for your family, friends and co-workers to save on shipping costs. 

For 
Premium +Mail Members, there is a $20/name annual fee for this service, and each additional person must submit a notarized USPS Form 1583 and provide at least two forms of photo identification.
 

For Standard and Premium Members, there is no charge for additional names, and Form 1583 is not required.


I understand that you will give me a United States address. Is it a P.O. box address?

No.  MyUS.com provides you with a street address, not a P.O. Box. You will receive a complete street address with a unique suite number.

Example of MyUS Street Address:


Your Name
4283 Express Lane
Suite ###-###
Sarasota, FL 34238

All U.S. shipping companies will be able to deliver to your MyUS.com address.


Can I start using MyUS.com's services immediately after I sign up?

Yes, once you receive your membership confirmation, you are ready to start shopping! We will immediately begin accepting all of your merchandise and, for Premium +Mail accounts, we will immediately accept all of your mail.

Note that with Premium +Mail accounts we cannot forward mail until we receive the USPS Form 1583 and at least two forms of photo identification. United States federal law requires this.

Please ensure that all of your shipments include the address of the MyUS.com Distribution Center and your unique suite number. Any packages shipped to us with an incomplete or inaccurate address will cause delays and will be handled by our special handling department. Any packages needing review for incomplete or incorrect addresses will be charged a $5 per package special handling fee.




Top FAQs

How do I change my Membership type?

How To Switch your Membership Type:

1.  Login to your account.

2.  Browse to “My Account”.

3.  Select “My Membership Type” under “Account Settings”

4.  Follow the page instructions


What is Dimensional Weight?

All international carriers base their shipping rates on the greater of Actual Weight and Dimensional Weight.

Actual Weight
is the weight of the package when put on a scale. Dimensional Weight is based on the size of the package. Large items that have a low Actual Weight relative to their size-- like pillows and lamp shades, will result in a larger Dimensional Weight. Some people refer to this as “volumetric weight.”

Dimensional Weight is calculated by multiplying the dimensions of the item. Length multiplied by Width multiplied by Height, then dividing that total by the "DIM Factor." The industry standard DIM Factor is 139. So, the formula is:

Dimensional Weight (chargeable pounds)  = Length x Width x Height (inches) / 139


Please visit our International Shipping Rates Page for more information and examples of dimensional weight. 


How do I place a Personal Shopper order?

How to place a Personal Shopper Order:

1.  Login to your account.

2. Click on the Personal Shopper link at the top of the page. 

3. Tell us who you're buying from

This can be an online retailer, or an auction site such as eBay, uBid, Yahoo Action, etc.

4.  Tell us how we should pay the seller
We will identify ourselves to the seller as your representative, then purchase the merchandise for you using our US Credit card, our PayPal account or a money order

5.  Tell us what you want to buy
You list the items, quantities, and descriptions we need to complete the purchase

For each order placed you will be limited to 20 items per seller.

After you submit your request, one of our Personal Shopper experts completes the purchase. Your MyUS.com account is billed for the actual cost of the purchase plus a Personal Shopper service fee.

Once the merchandise arrives at our distribution center, it will appear in your Inbox and be available for shipment to you as usual.

The Personal Shopper Department is available by phone or email Monday through Friday 9:00 am to 5:00 pm EST.


How often do you send me my merchandise and documents?

With all of MyUS.com memberships, you have complete flexibility with your shipment scheduling!

When you begin your MyUS.com membership you will choose your shipping preferences during the sign-up process. You can even specify separate preferences for documents and merchandise.

Shipping Options with your membership:

Hold:  We hold your merchandise until you tell us to ship. All ship requests are processed in the order that they are received and NON-Urgent ship requests may take up to 3 days to process. If you wish to have your shipment processed the same day, please submit your request prior to 3 pm EST Mon-Fri and select "Urgent." We will assess an Urgent Fee of between $5 and $20, depending on the time and day of week you submit the request.

Weekly: We ship your merchandise once a week. You can even specify the day of week.

Biweekly: We ship your merchandise every other week.

Monthly: We ship your merchandise once a month. You can skip months if you like.

If at any time you wish to change your shipping preferences please login to your account or contact us.


What couriers do you use to send my merchandise and documents?

For express shipments, our primary couriers are FedEx, DHL and UPS. Our system will select the most economical courier OR you can select your preferred carrier.

We also offer USPS Express Mail International (EMI) and USPS Priority.

Note: If you choose USPS, Express Mail International (EMI) is the expedited, most reliable option.


Do I need to submit a USPS Form 1583?

If you are a Premium + Mail Member yes, you are required to complete the USPS Form 1583.

Standard and Premium Members are not required to complete this form.

Click here to see how to complete the USPS Form


Can I start using MyUS.com's services immediately after I sign up?

Yes, once you receive your membership confirmation, you are ready to start shopping! We will immediately begin accepting all of your merchandise and, for Premium +Mail accounts, we will immediately accept all of your mail.

Note that with Premium +Mail accounts we cannot forward mail until we receive the USPS Form 1583 and at least two forms of photo identification. United States federal law requires this.

Please ensure that all of your shipments include the address of the MyUS.com Distribution Center and your unique suite number. Any packages shipped to us with an incomplete or inaccurate address will cause delays and will be handled by our special handling department. Any packages needing review for incomplete or incorrect addresses will be charged a $5 per package special handling fee.




Other ways to reach us

online chat Live Chat »
email Contact Us »
telephone Telephone:
(941) 227-4444
 myus by fax Fax:
(941) 827-2985
mail address Mail:
4299 Express Lane
Sarasota, FL
34238