MyUS Shipping Help

Frequently Asked Questions

Click here to apply for membership. You will immediately receive a US address you can use to shop US online retailers.

View and compare our membership options to decide which is best for you. The MyUS Premium membership offers the best value, with discounted shipping costs, complimentary consolidation and 30 days of complimentary storage.

Yes. Once you receive your membership confirmation, you are ready to start shopping! MyUS will immediately begin accepting your merchandise and, for +Mail accounts, we will immediately accept your postal mail.

Please note: US federal law states that MyUS cannot forward mail to +Mail members until we receive a completed USPS Form 1583 and at least two forms of photo identification.

Please ensure all your shipments include the address of the MyUS distribution center and your unique suite number. Any packages shipped to MyUS with an incomplete or inaccurate address will be delayed. Packages requiring review for incomplete or incorrect addresses may incur a $5 per package special handling fee.

No. MyUS provides you with a complete street address and unique suite number, not a P.O. box.

Sample MyUS Address:

Member Name
4283 Express Lane
Suite ###-###
Sarasota, FL 34249

All US shipping companies will be able to deliver to your MyUS address.

If you are having difficulty registering for a MyUS membership, please follow these steps:

  1. Clear the cookies on your Web browser.
  2. Make sure you are entering a credit card that has an expiration date of next month or later. Credit cards expiring this month cannot be accepted.
  3. Make sure your Web browser is up to date. Out of date browsers may have functionality issues.

If you continue to experience problems, please click Need More Help on our Contact Us page. Select Registration Questions as the topic of your email, and include the following information:

  1. Your full name
  2. Type of Web browser are you using
  3. Country you are applying from

Enter your MyUS address as the "Shipping Address" as shown below, whenever you buy from US online stores.

Name: Your Name
Address (line 1): XXXX Express Lane
Address (line 2): Suite XXX-XXX (enter your suite number here)
City: Sarasota
State: Florida or FL
Zip Code/Postal Code: 34249

To find your MyUS address, sign in to your account, and it will be in the upper right hand corner.

You may also be asked for a “billing address" when paying online retailers. Use the home country address associated with your credit card.

Sign in to your MyUS account to:

  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 credit card, shipping address and membership information.

Note: You will receive an email notification when you receive a package, or when MyUS sends a shipment to you.

Yes. You can add 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.

Single Package, Basic, Premium & VIP Members: $20 per name annual fee, and Form 1583 is not required.

+Mail Members: $20 per name annual fee, and each additional person must submit a notarized USPS Form 1583 and provide at least one form of photo identification.

We're sorry to hear you would like to cancel your membership, and will work with you to resolve any issues you may be experiencing.

You may consider switching from a Premium to a Single-Package membership, which has no annual membership fee. To change your membership from a Premium to Single-Package account:

  1. Sign in to your account.
  2. Click My Account Settings
  3. Go to Membership Profile > Membership tab
  4. Click Change next to Your current membership type
  5. Click Submit to save your changes

Please let us know what we can do to resolve any issues you might be facing. From the contact us page, select Need More Help to send us a message. We look forward to working with you to resolve your concerns.

If you would like to proceed with your membership cancellation, please click Cancel account on your Membership tab. 

  • Make sure your Caps Lock button is not turned on.
  • Make sure your Web browser is updated to Internet Explorer version 11+, Mozilla Firefox version 39+, Google Chrome 43+, or Safari version 8+.

Try clearing or deleting the cookies from your Web browser. Once you delete your cookies, you may need to close all open browsers. Once closed, open a new browser window and sign in.

  1. Sign in to your MyUS account
  2. Click My Account Settings
  3. Go to Membership Profile > Additional Names tab
  4. Click Add a Name and enter one name at a time
  5. Click Submit to save the name to your account 
  1. Sign in to your MyUS account
  2. Click My Account Settings
  3. Click Account Documents
  4. Click Add New Document
  5. Click Browse to identify the file you want to upload. Navigate to the file on your computer that you want to upload and select it.
  6. Identify the file. If you are uploading personal identification, select Photo Identification. If you are uploading Form 1583, select Notarized Form 1583. If you are uploading another type of document (e.g., wire transfer receipt), select Other and provide a description of the document.
  7. Click Upload Document to start the upload process. Allow time for the transfer to complete. When complete, your account will refresh and show a preview of the document.
  8. Repeat process for any additional documents.
  9. If you uploaded a document in error, you will have 15 minutes to delete it by clicking Delete.

Detailed instructions on how to upload a Form 1583.

  1. Sign in to your account.
  2. Click My Account Settings.
  3. Go to Membership Profile > Membership Type tab
  4. Click Change next to Your current membership type
  5. Click Submit to save your changes
  • Sign in to your MyUS account
  • Click My Account Settings
  • Go to Shipping Preferences
  • In the Shipping Preferences section, find the item labeled Merchandise Shipping Schedule
  • Select one of the following options from the drop-down menu:
    • Automatic: Packages are shipped to you without consolidation as soon as they arrive in your suite.
    • Hold: Packages are held in your suite until you submit a ship request.
    • Weekly: All packages in your suite are consolidated and shipped to you once a week.
    • Biweekly Week 1 & 3: All packages in your suite are consolidated and shipped in the first and third week of every month.
    • Biweekly Week 2 & 4: All packages in your suite are consolidated and shipped to you in the second and fourth week of evert month.
    • Monthly Week 1: All packages in your suite are consolidated and shipped in the first week of every month.
    • Monthly Week 2: All packages in your suite are consolidated and shipped in the second week of every month.
    • Monthly Week 3: All packages in your suite are consolidated and shipped in the third week of every month.
    • Monthly Week 4: All packages in your suite are consolidated and shipped in the fourth week of every month.
  • Click Save Changes at the bottom of the page to save your shipping schedule preference

PLEASE NOTE: If you set your Shipping Preference to Hold, please remember you must submit a ship request to receive your packages. Click here for instructions on submitting a ship request.

All Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

Premium membership offers a number of benefits:

  • Free Package Consolidation: Let MyUS bundle your packages from multiple stores, and save up to 80% on shipping!
  • Low shipping rates: Premium members enjoy an extra 20% discount on shipping rates.
  • Free storage: Premium members can hold packages for up to 30 days at no charge to maximize package consolidation savings.
  • MyUS Personal Shopper: If you’re having trouble buying from a U.S. store, let us do the shopping for you!

If you are already a MyUS member, you can become a Premium member by signing in to your account, selecting My Account Settings then clicking Membership Type. If you are not already a MyUS member, choose Premium membership during the registration process.

How does the transaction show up on my credit card statement?

The verification transaction will look much like other charges from MyUS. 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, look 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.

What amount do I enter?

The amount of the transaction will be between US $1.00 and US $9.99, and will look much like other charges from MyUS. Please enter the amount of this transaction in US dollars.

In addition to the verification charge, you will see a refund of the same amount. Please do not enter other amounts (e.g., your most recent MyUS shipping charge, Personal Shopper order, monthly service charge, etc.).

What if I can't find the transaction on my credit card statement?

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?

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 charge amount.

If your credit card has failed the verification process, please contact your bank for additional assistance. You can also select Need More Help? on our Contact Us page and send a message to the MyUS CCVS department.

You will receive an email when your card has been placed into the Credit Card Verification process (CCVS).

Your credit card will be charged a verification amount between US $1.00 and US $9.99. To verify your account, you will need to enter the amount of this transaction into your MyUS account.

You can find out the amount of this transaction by checking your credit card statement, or telephoning your bank. To enter the transaction amount:

  1. Review your credit card statement or contact your bank to find the exact amount of this charge
  2. Sign in to your MyUS account
  3. Click Complete the CCV Process in the alert message shown in your account
  4. Enter the exact amount of the verification charge in the space provided and click Submit

Our system will confirm the amount you entered matches the amount we charged, and approve the credit card for use. If MyUS is unable to charge your credit card, or if the amount entered in your account does not match the original charge, you will be asked to provide a new card.

Please note: A refund will be applied to your credit card within 48 hours.

In most cases our system is able to verify a credit card without use of the CCV process. Depending on the result of our internal security tests, the CCV process may apply to:

  • New MyUS members who are providing credit card information for the first time
  • Current MyUS members who have changed their credit card information

The MyUS app has many great account features, including:

  1. View and manage packages, update account settings and calculate shipping costs
  2. Easily create ship requests with One-Click Ship
  3. Receive push notifications for all package updates
  4. Capture and upload invoice screenshots

You can find and download our app in the Apple App Store for iPhone/iOS 7.0+ devices and in the Google Play Store for Android 4.0+ devices.

Login to the MyUS mobile app using your existing member login. Use your suite number or email address with the same password you use to login on our website.

Click the Forgot Password link and enter your MyUS suite number OR the email address associated with your MyUS account to reset your password.

Please contact our customer service team, and we will assist you in retrieving your login credentials.

Like Amazon 1-Click, our app allows you to set your default shipping preferences for fast, easy ship requests. To set up One Click:

  1. Navigate to One Click Settings in the app menu
  2. Select your default shipping address
  3. Choose your preferred ship method
  4. Specify your package shipping schedule.

That's it - you can now create ship requests in one easy step!

View previous shipments by navigating to History in the app menu. All your past shipments will be listed here.

Navigate to the app menu and click Account Settings. Select Payment Method from the blue drop-down menu, and update your information.

Navigate to the app menu, click Account Settings, and select Membership Profile from the blue drop-down menu. Click the My Password tab to update your password.

Navigate to the app menu and click Account Settings. Select Shipping Preferences from the blue drop-down menu. Update your default shipping address, shipping schedule, ship method and more!

PLEASE NOTE: All Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

Navigate to the app menu and click Shipment Calculator. Enter the shipping destination and weight of package for accurate estimates.

Track shipments that have left the MyUS facility by navigating to History in the app menu. All shipments with a tracking number will be listed here for your convenience. Click the tracking number to be directed to the carrier website to check the status of your shipment.

Navigate to the app menu and click Shop & Ship Tools. Select Personal Shopper from the blue drop-down menu and complete the Order Form on the second tab. MyUS Personal Shopper is available to Premium, +Mail and VIP members.

MyUS employs several layers of security to protect our websites, app and member data, including fully encrypted traffic, cloud-based security services and monitored firewall services. We also adhere to and maintain PCI Compliance standards.

This error primarily occurs on Android phones, and can be fixed by clearing your cache.

How to clear the cache in most Android phones (versions 4.2 and up):

  1. Go to Settings
  2. Click “Storage”
  3. Select “Cached Data” and click “OK” to clear

Need help? Email mobilesupport@myus.com and we can assist or answer any questions you may have.

We would love to hear your feedback! Your opinions will help shape our future decisions for the MyUS app. Please provide feedback by emailing mobilesupport@myus.com.

Customs requires the purchase value of all imported products. If your package arrives without an invoice, MyUS will assist you by providing “researched values” based on the merchant’s advertised prices. You will need to confirm the researched value reflects the price you paid. When you have confirmed the values are correct, you can proceed with your ship request:

  1. Sign in to your account, and click My Suite
  2. Select the Ready to Send tab
  3. Each package will show a value under Item Values. Researched values will show an Edit option to the left of the value.
  4. To confirm all item values are accurate, select the check box above Create Ship Request. If the researched value does not reflect the actual price you paid, click Edit next to the package value, enter correct values for the item(s), and click Submit Item Values.  

If our system identifies a potential problem with the price you entered, your package will be moved to the Action Required tab. You will need to submit a merchant invoice or payment receipt confirming the price you paid for the item:

  1. Click the Action Required tab
  2. Click Upload to submit your document.
  3. Click Browse to select a file from your computer to upload.
  4. When you have selected a file to upload, click Upload Document.
  5. You will see a success message when your merchant invoice has been successfully uploaded, and your package will be moved to the In Review tab.

If MyUS is not able to confirm the researched value for a specific product, the package will be displayed in the Action Required tab, and you will need manually enter purchase values:

  1. Click Provide Item Values for the packages indicated
  2. Enter the price you paid for the items listed
  3. Click Submit Item Values
  4. If the item values are accepted, your package will move to Ready to Send
  5. If the item values are not accepted, you will be asked to upload the merchant invoice.

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

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

Please keep a record of your merchant invoices so you can provide them to MyUS or your customs office if required for export or import purposes.

Many merchants automatically include an invoice with your merchandise. In some cases, it may be necessary to request that the merchant includes a paper invoice. If a merchant emails you an invoice or payment receipt, you may need 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 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, you will be asked to provide additional information before MyUS can export your purchases.

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

When MyUS receives a package with a merchant invoice that includes prices, we will enter the values and seller’s name and address for you. In most cases we will not need any additional information from you, so the merchant invoice can help you receive your purchases more quickly.

If your package arrives without a merchant invoice, or if the invoice does not show the price you paid for merchandise, we cannot export your packages until we receive this information. Any packages requiring values or invoices can be found in the Action Required tab in My Suite.

Yes. If your merchant invoice is in a different currency, we will convert the prices into US dollars using the current exchange rate.

Regulations under Customs and the US Census Bureau require you to accurately represent the price you paid for your products. We create your Proforma Invoice for Customs by entering the information provided on the merchant invoice/receipt that usually arrives with your package. The Proforma Invoice lists the value, quantity and description of the items.
 
If your package does not include a merchant invoice, or if it does not show the value of the merchandise, we will need you to confirm the values before we can ship your package.

Argentinian customs requires a CUIT/CUIL to be provided on the Proforma Invoice of each shipment. If you are shipping to Argentina, please enter the CUIT/CUIL of the consignee under Shipping Preferences in the Tax ID field. If the consignee is not an Argentinian citizen, please enter their passport number under Shipping Preferences in the Tax ID field. Argentinian customs will not allow the import if this information is missing, and your shipment may be returned at your expense.

Completing Form 4550

Argentinian customs will provide you with a “number particular” or import number when your shipment reaches Argentina. You will then need to go to the AFIP website to complete the online Form 4550/T-Compras a proveedores del exterior. Your carrier will deliver an “Aviso 3579” notification letter to the consignee which provides instructions on this new process. Please check with Argentinian customs to be sure the consignee has a CUIT/CUIL with an AFIP access level of 2 or greater.

Argentina Customs: http://www.afip.gov.ar/home/index.html

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 DHL and UPS: We can send merchandise from a single seller to Australia via DHL and UPS regardless of value.
  3. 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 by your preferred courier, we will automatically ship your package by the appropriate courier.
  4. Australian customs charges a 10% goods and services tax (GST) on merchandise, services and shipping costs for packages imported into Australia. Learn more about GST

This FAQ is subject to periodic updates. MyUS is committed to providing the best possible experience to its members, and is continually working with couriers to offer you as many options as possible.

When you import goods into Australia, a 10% goods and services tax (GST) is charged by Australian customs. In the past, Australian customs has collected GST on goods and services valued over 1,000 AUD, and as of 1 July 2018, GST will also be charged on shipments equal or less than 1,000 AUD. 

How is GST calculated?
GST is based on the value of the items you ship, plus any service and shipping charges. Australian customs collects GST on individual merchant shipments over 1,000 AUD, and MyUS is responsible for collecting GST on shipments equal or less than 1,000 AUD. Any GST charges will appear on your ship request.

GST is valued and charged for each individual store (e.g., if you ship a consolidated package with MyUS with a $200 item from Store A and $1,200 item from Store B, MyUS will collect the GST for Store A, and Australian customs will collect the GST for Store B.) Learn more


This FAQ is subject to periodic updates. Please check back for the latest information regarding GST.

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.

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 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 Us.

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 by email and provide a link to the personal import clearance form. You may request an import permit by downloading and submitting the completed form to the Saudi Food and Drug Authority at the email address on the bottom of the form.

Please note: We can send your merchandise to you while you are applying for the permit, but you may be unable to receive your package until the import permit is approved.

In some cases, it may be necessary to alter your shipping preference to meet Australia import requirements. Situations that may require adjustments to 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. USPS is 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.

Read more about  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 us.

 

We understand our members' concerns regarding confidentiality, and it is our policy never to sell or give away any member information. The privacy of our members is of utmost importance to us. Details can be found in our Privacy Policy.

MyUS observes the US business days of Monday through Friday. While we are open to receive packages and provide customer service seven days a week, packages are tended to couriers only on business days.

It is easy to invite your friends to join MyUS! Simply sign in to your MyUS account and click Refer a Friend, or invite friends through Facebook and Twitter! For every person you refer who joins and sends a shipment with MyUS, you will receive a $10 shipping credit. There is no limit to how much you can earn, and your friends will also receive 20% off their first MyUS shipment!

"Clarification needed" means we are waiting for you to provide more information about the product.

You will receive an email from our trade compliance team requesting the information needed to determine if we can export this item for you. Please reply with the requested information as soon as possible.

View the Prohibited and Restricted Item Guide.

This status means our trade compliance team has determined we are unable to export this item. Please check your email for a detailed explanation, and to confirm your shipping options.

View the Prohibited and Restricted Item Guide.

Certain fragile item like televisions or larger shipments may require review to confirm the available shipping options. We will notify you by email with your shipping options. Please review the email for reasons this package is on hold, and to see your shipping options.

Dangerous goods/hazardous materials are items with hazardous properties that can present a potential hazard to human health and safety. MyUS is able to ship some classes of dangerous goods, depending on the carrier capabilities to your country.

Our Trade Compliance Team will review your item(s) to determine their classification and transportation regulations. The review is usually completed in 1 to 3 business days and you will receive an email with the resolution.

To expedite the review, please send MyUS an email with the Safety Data Sheet, seller invoice, and a link for the item(s).

Find more information about Dangerous Goods here.

MyUS ONLY includes duties and taxes with shipping costs on Budget Economy shipments to Chile, Colombia and Mexico. You will receive a quote for duties and taxes at time of ship request. If you are set to Automatic or other scheduled shipping method, duty and tax fees will appear on your invoice after shipment.

For all other countries and shipping methods, duties and taxes are collected by the carrier that delivers your shipment. In some cases, couriers may also charge a brokerage fee to clear your package through local customs. These fees vary, and are not paid by MyUS.

Please contact your local customs office for more information on duties or import fees.

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

Fortunately, our members do not have to worry about complex dimensional weight calculations. MyUS TruePrice™ pricing system gives you guaranteed upfront pricing based only on the package's weight (excludes oversized and palletized shipments).

Oversized shipments are defined as linear dimensions (total Length + Width + Height) greater than 80 inches (203 cm). Items requiring some types of special packaging (e.g. crates) are not eligible for MyUS TruePrice pricing. 

 

Your account will be charged for shipping costs when we process your ship request. Please be sure you have enough funds to cover your shipping costs before creating a ship request. Our payment processor will verify funds are available before accepting your request for shipment.

MyUS accepts Visa, Mastercard, American Express, Discover, Diners Club, JCB and Union Pay. We also accept PayPal payments from members in most countries.

No. Despite the fuel surcharges added by all major carriers, MyUS does not add a fuel surcharge at this time to provide the best possible value to our members.

No. Discount offers apply only to international shipments via DHL and FedEx. Discounts do not apply to shipping via USPS or within the United States.

Shipping insurance can be purchased for $2.99 per $100 of insured value. All shipments are insured for the declared value of the item(s) unless you opt out of insurance. 

While damaged or lost packages are rare, we recommend insuring each shipment in the unlikely event something does happen to your goods. In the event your shipment is damaged upon delivery or lost, MyUS can assist you with the claims process.

To opt out of insurance, sign in to your account and click My Account Settings > Shipping Preferences, and deselect Shipment Insurance.

Please Note: You may not file a claim for damage or loss if you do not select shipment insurance.

If your shipment is not delivered, or if items are missing or damaged, contact us immediately to begin the claims process.

For missing items:

If your shipment was not delivered, or if items were missing, you will need the following items to file a claim:

  1. Claim form: Contact us, and MyUS will provide you with the proper document
  2. Copy of the merchant invoice or receipt showing the purchase price.

For damaged items:

If your item arrived damaged, you will need the following documentation to file a claim:

  1. Claim form: Contact us, and MyUS will provide you with the proper document
  2. Photos of the damaged item(s)
  3. Photos of inside and outside of box
  4. Damage Report filed with the carrier locally. If you are unable to obtain a Damage Report, itemized repair order or damage statement from a certified technician
  5. Copy of the merchant invoice or receipt showing the purchase price

Important filing deadlines:

  • USPS claims for damage must be filed no later than 90 days after the shipment date. USPS claims for damage can be filed immediately. USPS claims for loss (undelivered packages) cannot be filed until 45 days after the ship date. USPS claims take a minimum of 60 days from filing for research and response, and can often take up to six months.
  • DHL claims must be filed no later than 15 days from ship date.
  • FedEx claims must be filed no later than 21 days from delivery date.
  • UPS claims must be filed no later than 21 days from delivery date.
  • Small Pack Saver claims must be filed no later than 60 days from ship date. For damaged shipments, the claim can be filled after delivery. For lost packages, claims cannot be filed until 45 days after the ship date.

Claims are reviewed on an individual basis and are usually resolved within 5 days. When a claim is approved, the reimbursement will be credited to your MyUS account. You can use the credit to pay for shipping costs, Personal Shopper orders, membership fees, etc.

All Claims: MyUS claims for lost or damaged merchandise must be filed within the published time limits of the particular carrier. Claims are considered filed when fully completed claim form, photographs, and receipts are received by MyUS. Claims are reviewed individually and this review process is usually resolved in 5 days. Specific commodities have limits of liability in case of loss or damage including televisions, computers, electronics, jewelry, figurines, furniture, lighting and manufacturer’s boxes, regardless of Declared Value or Insurance paid. Claim liability is limited to the lesser or either Declared Value, Proof of Purchase or Specific commodity liability limit. Claim liability for damage to items prepackaged by manufacturer will be limited, including all such commodity groups listed above. Failure to file a completed claim within the carrier time limit will invalidate the claim.

Insurance covers loss or damage to the items in your shipment. Claims can be filed for the declared value plus international shipping costs, if applicable. Insurance does NOT cover import duties and taxes, domestic shipping costs or damage to the manufacturer’s box/packaging.

Couriers may carry limited or no liability for antique or vintage items, jewelry, TVs, electronics, manufacturer’s box/packaging and prohibited goods. Please check with your specific courier for a complete list of prohibited items by courier.

Only MyUS + Mail members are required to complete USPS Form 1583, Application for Delivery of Mail Through Agent.

+Mail members only:

Download Form-1583 (PDF)

You can email, fax or mail the form to MyUS, or 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, if you submit your form electronically, you must still mail a completed and notarized copy of USPS Form 1583, plus copies of two forms of identification to MyUS.

Acceptable forms of identification:

  • 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

Send completed and notarized Form 1583 to :

MyUS
Attention: Form 1583
4299 Express Lane
Sarasota, FL 34249
Fax: (941) 827-2985

Detailed information on how to submit USPS Form 1583.

For customs valuation reasons, MyUS logs 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 +Mail members.

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

Yes. If you need to get your package shipped as quickly as possible, you may select the Urgent Handling option when creating your ship request.

MyUS urgent fees vary, depending on the time your request is submitted. If you submit an urgent ship request during a low-demand period (6:00 PM Friday to 1:00 PM Monday), the urgent fee is only US $5. If your request is submitted during a peak demand period (3:00 PM Thursday to 6:00PM Friday) the urgent fee is US $20. Please see the table below for specific rates.

MyUS urgent shipping fees apply to shipments containing up to ten consolidated packages. If your urgent shipping request consolidates more than ten individual packages, you will be charged for each additional box included in the shipment. The fee is $1 per package during low-demand times and $2 per package during peak demand times.

MyUS can only guarantee same-day processing if your ship request is submitted by 3:00 PM ET (GMT -5 hours). If you submit an urgent ship request after 3:00 PM and we cannot fulfill it on the same day, it will be processed the next business day (Monday through Friday) at the same charge. 

Single Package members can select Urgent Handling in their Shipping Preferences, and all packages will be processed as urgent.

MyUS Urgent Fee schedule (US Eastern Time):

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

You will need to set your Merchandise Shipping Schedule to Hold under Shipping Preferences to be able to request this service.

Once you are ready to send your packages, select the check box next to each package you wish to include, and select Create Ship Request. To request a pallet, select Add Pallet for Shipment in the Shipment Details & 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.

MyUS' primary couriers for express shipments are FedEx, DHL and UPS, as well as USPS Express Mail International* and USPS Priority and First Class. In some areas, a "Budget Shipper" option is available, which may be executed by other carrier(s).

Our system will select the least expensive carrier, or you can select your preferred carrier. To do this, sign in to your account, click My Account Settings, then Shipping Preferences, and select your preferred shipping carrier under Preferred Ship Method.

*If you would like to ship via USPS, Express Mail International is the most reliable expedited option.

Small Pack Saver is our lowest priced option, and is available in many of the countries we serve. This shipping method is available only for one-package shipments using DHL and local postal clearance. Shipments are delivered by your local postal office and tracking information may not be as detailed or frequently updated as with our express carriers.

To take advantage of Small Pack Saver Rates, your package must be 4 pounds (1.8 kg) or less, with dimensions under 35.4" (length + width + height), with no side longer than 23.6". The value of the item in the package must not exceed $400.
 
If you require a faster and/or trackable delivery method, please select one of our express carriers in your Shipping Preferences. PLEASE NOTE: Dangerous goods and devices that contain loose or installed lithium-ion batteries (e.g., mobile phones, laptops) cannot be shipped via Small Pack Saver.

If your merchandise shipping schedule is set to:

  • Automatic: Your shipments will be shipped to you automatically as soon as they arrive at our facility. 
  • Weekly, Bi-Weekly, or Monthly: Your shipments will be sent automatically at a dedicated time.
  • Hold: You must sign in to your account and create a ship request. This option allows you to consolidate your packages.

PLEASE NOTE: All Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

How to Submit a Ship Request (for all shipping schedules other than Automatic):

  1. Sign in  to your account.
  2. From My Suite, go to the Ready to Send tab
  3. Check the box to the right of each package you would like to include in the ship request
  4. Click Create Ship Request
  5. Add any shipping options, and click Update Totals to calculate shipping charges
  6. Click Ship Now
  7. The shipment status can now be viewed in your Queue

We recommend shipping any television with a screen size of 32" or larger on a pallet. This provides extra protection and security for your TV, with a much lower risk of damage. If you choose not to ship your television on a pallet, you do so at your own risk. The maximum insured declared value for televisions is US $250, even if shipped on a pallet.

To request a pallet for your shipment, you will first need to set your merchandise shipping schedule to Hold:

  1. Sign in to your account, click My Account Settings, then Shipping Preferences
  2. Select Hold from the Merchandise shipping schedule drop-down menu under Shipping Preferences
  3. Click Save Changes at the bottom of the page

Once you are ready to send your packages:

  1. Go to My Suite > Ready to Send
  2. Select the check box next to each package you want to include, and click Create Ship Request
  3. To request a pallet, select Add Pallet for Shipment under Shipment Details & Options (additional $25 fee)

Please note: Using a pallet will add up to 40 pounds to your shipment, and will increase shipping costs by increasing both the actual and dimensional weight of your shipment.

Many stores pack your items in boxes that are too large or not properly prepared for global shipping. MyUS takes extra time to ensure all your merchandise is properly packaged for international shipping. Our FREE repackaging service will save you money in shipping costs and also helps ensure your purchases are not damaged during transport.

MyUS must review the contents of each package to determine if an Electronic Export Information (EEI) is required. If MyUS determines that an EEI is required for merchandise in your package, we must file an EEI and receive a confirmation number from the U.S. Government before we can export your package.

The U.S. Government primarily uses EEI reports to compile international trade statistics. An EEI includes information about the merchandise in your package, the U.S. seller, the buyer and other trade-related information. To complete an EEI filing with the U.S. Government, we must receive information about your merchandise, including:

  • Merchant Invoice
  • U.S. tax ID or Employer Identification Number (EIN) of the seller

A tax ID or EIN is still required if the seller is an individual (e.g., eBay seller). When purchasing high-value merchandise, please verify the seller is willing to provide this information.

If merchandise in your package requires an EEI, we will gather the necessary information and complete the EEI process for a fee of USD $50. We will add this fee to the final costs for your package.

EEI is outlined in the Foreign Trade Regulations (FTR), which are regulated by the US Census Bureau and enforced by the US Customs and Border Protection. Learn more about EEI and the FTR at http://www.census.gov/trade.

If you are a merchant or a seller and would like more information about EEI requirements, please contact us. You can also contact the US Census Bureau’s Foreign Trade Division at (800) 549-0595, option 3.

There are several reasons why you may be unable to submit a ship request:

  • Your Merchandise Shipping Schedule is not set to Hold. If your schedule is set to a different option, your shipments will be automatically processed.
  • An automatic shipment is in process. You will be unable to submit a ship request for any items included in that shipment.
  • Your payment details are out of date. Please verify your payment details by going to My Account Settings > Payment Method.
  • Your payment method has insufficient funds. Our payment processor verifies funds are available before accepting your ship request.
  • You may need to enter the security code from your credit or debit card before submitting a ship request

Please refer to these FAQ for more information:
What are the most common reasons a payment is declined?
What is the authorized amount on my MyUS invoice?

If you are still unable to submit your ship request, please go to to Contact Us and click, Need More Help?

Shipping multiple packages overseas direct from online stores can be very costly. With MyUS parcel bundling (consolidation), our expert packers combine your purchases into a single package, saving you up to 80% off standard international shipping rates.

We will always try to consolidate your items into one box, unless you specify otherwise. Our per-pound shipping rates 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 merchandise shipping schedule is set to allow you to consolidate packages. Read more about setting your Shipping Preferences here.

PLEASE NOTE: Consolidation is not available with a Single Package membership or Budget Economy shipping methods.

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

Click here for shipping rates.

With any MyUS membership, you have complete flexibility with your shipment scheduling! When you register for membership, you can select your shipping preferences. You can even specify separate preferences for documents and merchandise.

MyUS merchandise shipping schedule options:

  • Hold: MyUS stores your packages until you create a ship request.
  • Weekly: MyUS ships your merchandise on the same day every week, based on your selection.
  • Biweekly: MyUS ships your merchandise every other week.
  • Monthly: MyUS ships your merchandise once a month.

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

PLEASE NOTE: Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

The transit time for express shipments is typically one to four days. Find out more about shipping globally, including transit times to your area.

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

We highly recommend EMI over USPS Priority, as it is the more reliable, trackable and insurable expedited service to almost every country. EMI estimated delivery time is 7 to 14 business days.

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

Both USPS service types have weight and dimension limitations for individual countries. If your shipment does 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 limitations. If we cannot split your shipment, 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.

An item processing fee may be charged when there is an unusually large number of unique, lightweight items in one shipment (no fees apply for multiple quantities of the same item). The fee is calculated based on the total number of unique items and the combined weight of packages in the shipment.

When the number of unique items exceeds the free item limit for the shipment weight, a fee of $1 per unique additional item will apply.

Weight Free Item Limit
1 to 5 lbs. 10
6 to 10 lbs. 20
11 to 50 lbs. 30
Over 50 lbs. 40

Yes. MyUS can split your package if it contains more than one item, and you wish to separate them into two packages. You can split your package and discard an item, return it to the sender, or ship it at a different time or to a different address. There is a $15 charge per new package created.

To request a package split:

  1. Expand the package view in Ready to Send
  2. Select Split Package from the Optional Services drop-down menu

You will also have the option to mark the request urgent, and add comments to explain what you would like done. Single Package members are set to an Automatic shipping schedule, and cannot select Optional Services.

Please Note: MyUS cannot split packages for the purpose of allowing them to fall below the import duty threshold in your country. 

MyUS Shopping is a browser extension for Chrome and Safari that allows you to shop multiple stores with one easy checkout. The best part? International shipping to your door is included at checkout, so there are no surprises!

MyUS Shopping makes it even easier to get everything you love from the USA:

  • Shop hundreds of U.S. stores and checkout once.
  • Pay with your credit card, debit card or PayPal.
  • We bundle your items into one box & you save BIG on international shipping!

Please note: Any shipping discounts applied to your MyUS account will not apply to MyUS Shopping orders, however, account credits can be used on MyUS Shopping.

Learn more about MyUS Shopping

MyUS Personal Shopper service is available to Premium, +Mail and VIP members. Most US merchants are set up to accommodate international shoppers, but at times our members will encounter a US retailer that:

  • Only accepts US credit cards and/or a US billing address
  • Requires payment through PayPal or money order
  • Won't accept payment by check

Fortunately, the MyUS Personal Shopper service removes these obstacles, giving you access to more of the products the US has to offer! 

How the Process Works:

  • Simply provide our Personal Shopper team with your order information, and they will purchase the goods for you.
  • Pay with the default billing method on your MyUS account, or add a new payment method to pay for your order. You will also be charged a small Personal Shopper processing fee.

No. Once your Personal Shopper order has been submitted, it cannot be cancelled or changed.

All Personal Shopper orders are be sent to the MyUS facility, and cannot be be shipped to any other addresses. To ensure all items are received correctly, MyUS opens and inspects each order for accuracy. Photos of the items are also taken so the member can can verify the order before shipping.

Yes. MyUS is happy to place your personalized or customized orders. Because these types of orders require additional time and attention, there is an additional $15 fee for processing a personalized or customized Personal Shopper order.

MyUS will return any orders in accordance with the seller's return policy. The member is responsible for all return shipping fees. Your MyUS account will be credited once the vendor receives the returned package and we have confirmed the refund.

No. Personal Shoppers cannot purchase items won on auction sites or participate in any bidding process. Personal Shoppers CAN purchase "Buy It Now" items from eBay that can be added to a shopping cart.

No. MyUS Personal Shopper service can be used for tangible merchandise purchases only, and cannot be used to pay for any type of services (e.g., gift certificates, student loans, credit card payments, internet service, subscriptions, memberships, utility bills, electronic downloads).

Acceptable methods of payment are credit card, check, money order or Paypal (if available in your country). There is a non-refundable Personal Shopper fee of 8% or a minimum of $10 per order for each order successfully processed.

If placing a Personal Shopper order from more than 10 merchants, there will be a $1 per item charge for every item over 10.

  1. Sign in to your account.
  2. Click the Personal Shopper link at the top of the page, and click Order Now.
  3. Copy and paste the product URL found on the store’s product page into the Personal Shopper order form and click Add.
  4. Verify the product information is correct, provide any details (size, color, etc.) not automatically filled in, and click Add to Cart.
  5. From Your Shopping Cart, select Continue Shopping to add more items, or Checkout to proceed to payment options.
  6. From the Checkout page, specify the method we should use to pay the seller. You have the option to choose the billing method on file or add a new payment method.
  7. When you have specified a payment method, click Order & Pay to place your order.
  8. We will identify ourselves to the seller as your representative, and purchase the merchandise using our US credit card, PayPal account or money order. Your MyUS account is billed for the actual cost of the purchase plus a Personal Shopper service fee.
  9. Your Personal Shopper purchase will arrive at MyUS like any other order, ready for shipment. It couldn't be easier! 

The Personal Shopper team is available by telephone or email Monday through Friday 9:00 AM to 5:00 PM ET.

Order Processing

Normal processing time from order request is submission to order completion is one to three business days (Monday-Friday, 9AM-5PM ET). If there are any delays, or additional information is required, we will notify you by email.

Shipping from the merchant to MyUS

Standard shipping timeframes are 7 to 10 business days, but some merchants provide expedited shipping on their orders. Please be sure to request this when placing the order. MyUS will email you when your Personal Shopper order has arrived.

Shipping from MyUS to You

We will ship--or store--your order, based on your Merchandise Shipping Schedule set under Shipping Preferences. Our express carriers can deliver your purchases in as little as two to four days.

Need more information? Go to Contact Us, select Need More Help? and choose Personal Shopper as the topic of your email. Please be sure to include your order number for the fastest response.

Members are responsible for making sure all items are in stock before placing a Personal Shopper request. If an item is not available, we will cancel that item and process the rest of your order. If you do not want to receive a partial order, uncheck the box marked “Continue order even if one or more items are unavailable” at checkout.

MyUS will process your order within two days once the funds have been received and applied to your account.

If you request that MyUS pays the merchant for your Personal Shopper order with a money order, we will identify ourselves as your representative and process the payment as follows:

  • MyUS processes money orders every Thursday, so please be sure to place your order by Thursday morning to ensure it is processed that week.
  • All money order requests under $200 will be sent by First Class mail free of charge. Requests US $200 and over will be sent by carrier, and the member is responsible for shipping costs.
  • It is your responsibility stay in touch with the seller to ensure the money order is received and the merchandise arrives promptly and safely to your MyUS suite.
  • You may contact us for confirmation that the money order has been cashed.

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

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

MyUS can ship agricultural items for you if they meet US export requirements, and your country’s customs office allows them to be imported. Please make sure your agricultural products are properly labeled, including their genus, species and country of origin. The labeling requirement also applies to individual seed packets. We cannot ship or store any items we cannot identify, or are not properly labeled.

We are unable to export agricultural items if:

  • Your country prohibits these items
  • Your country requires a pre-shipment inspection
  • A phytosanitary certificate must be provided by the shipper to import the product

MyUS also cannot accept foreign seeds or plants that are not properly imported into the US. These items will be removed from your account upon receipt and properly discarded.

We are unable to store or export live plants or loose soil. We will automatically return any live plants to the sender, providing they are within the US.

Please contact your customs office to inquire about local import regulations, and contact us with a link to the item so we can determine if we can export the items for you.

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

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

Yes. However, lithium batteries may be subject to additional regulations, and we may be unable to export them to certain 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, lithium ion and lithium metal batteries are heavily regulated for air transport. The regulations are extremely complex and can vary by country, and even by courier. The size of the battery, how it is packaged, and if it is pre-installed in an electronic device also play a role in the regulations and restrictions.

Our team of trained specialists can arrange for export of most lithium batteries and electronic devices containing these batteries. For assistance determining if MyUS can export lithium batteries and electronic devices containing these batteries to your country, please contact us.

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

MyUS can export most over-the-counter medications, providing they arrive in original packaging and may be distributed within the United States. To comply with US Food and Drug Administration guidelines, our compliance team must review all medications and verify they can be distributed. This compliance review will usually take less than 24 hours, however, it may take up to 72 hours for your package to be available to ship.

Please Note: US government regulations prohibit MyUS from exporting any non-prescription or over-the-counter medication that originated from a merchant outside the United States.

No. MyUS will not export any product that appears to be related to police, government or military activity. Common 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 us for assistance.

Yes, there is a per-shipment handling fee to properly package and label dangerous goods. The fee is 7% of the total value of the dangerous goods, with a minimum cost of $18.50 when shipping with DHL or FedEx, and also applies to uninstalled lithium batteries.

If a lithium battery is installed, there is only a $2 handling fee to properly label and package the shipment.

Some types of dangerous goods require Performance Oriented Packaging. We provide boxes needed for this service at $24 to $50 per box, depending on the item. Performance Oriented Packing is generally required for high-volume items (e.g., paint) and is not required for lower volume items (e.g., nail polish or perfume).
 
Please note: Dangerous goods may need to to ship separately from non-dangerous goods.
 
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 allows import of dangerous goods.

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

No. MyUS will not export any product that appears to be a weapon, weapon part or accessory to a weapon. This includes, but is not limited to, items restricted by the International Traffic in Arms Regulations (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 us for assistance.

MyUS cannot export any food items that are perishable (require refrigeration), labeled in a foreign language, or restricted for export by the US Food and Drug Administration (FDA). We also suggest that you contact your local customs office to inquire if food can be imported to your country, as it is often restricted.

Food must meet all US FDA export regulations: http://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Exporting/default.htm

All food packaging must include the following:

  • Name of the product
  • Ingredient list in English
  • Nutrition facts in English

If the food product arrives with a merchant invoice, we will attempt to locate the required information to meet US FDA regulations for export. If the required information is not available, MyUS will not be able to export it, and in some cases, we may not be able to ship it domestically.

MyUS cannot export counterfeit, bootleg or knockoff items. If you receive an item that does not appear to be authentic, we will notify you by email and refer the item to our trade compliance team to verify its authenticity.

If the item is counterfeit and came from a merchant in the US and the merchant provided a return label, we can help you return the item. If the merchant did not provide a return label, or if the merchant will not accept a return, we must discard the item. MyUS cannot ship counterfeit items to anyone other than the original seller, including individuals in the USA.

Prohibited Items: If an item is prohibited in your country or for export from the United States, we cannot ship it to you. If you are not sure if an item is prohibited, please contact us before ordering. If we receive an item we cannot ship to you, MyUS may be unable to ship it to any address, including back to the sender. In some cases, we may be required to dispose of it in a US disposal facility.

Restricted Items: Some restricted items can be shipped, but only after the MyUS compliance team reviews the item to ensure it complies with both US laws in and laws in your country. The compliance review usually takes less than 24 hours, but it may take one to three business days before your package is available to ship. If you have questions about shipping a restricted item, please contact us before shipping the item to your MyUS suite.

Please review our list of prohibited and restricted items before you shop.

US Fish and Wildlife Service Regulations

The US Fish and Wildlife Service (USFWS) has determined that certain animal products cannot be exported, including endangered or threatened species, migratory birds and marine mammals.

MyUS does not allow products to be exported when they are made from animals protected under the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES). Examples of animals and plants protected under CITES include alligators, crocodiles, elephants, rosewood*, sturgeon caviar, python and teju lizard. More information on CITES and the wildlife it protects can be found here: http://www.cites.org/

Exporting USFWS restricted items from the US to your country

MyUS reviews animal products to determine if we are able to ship them in accordance with USFWS regulations. Additional fees may apply if the item is approved for export from the US. These items may contain sea shells (aquatic shells), animal teeth, animal horns, animal fur (e.g., fox, raccoon, coyote, mink, deer and rabbit), animal skins and leathers (e.g., ostrich, buffalo, bison), bird feathers, mother of pearl, untreated wood, plants, or any product that contains or is made of wildlife or plant material.

Common products where USFWS items may be found:

  • Boots and winter coats made of fur or with fur trim hoods
  • Handbags, jackets, wallets, shoes, and suitcases made of animal leather
  • Hats or clothing that have feathers
  • Musical instruments, watches and jewelry that contain mother of pearl
  • Wooden musical instruments made of rosewood, such as violins and guitars

Some of these items can be exported with no additional paperwork, while others require a declaration for import and export that must be filed with USFWS. We always recommend that you contact us before purchasing an item that may be subject to additional licensing requirements.

Importing USFWS items into the US

MyUS strongly recommends that you do not purchase products from other countries if they contain animal fur or other wildlife material. Products ordered from other countries require a completed import declaration, and any fees to complete the form will be charged to your MyUS account. An import declaration is required even if MyUS does not ship the product on your behalf.

In some cases, your shipment may be seized by customs if a proper import declaration is not provided by the shipper. If MyUS is not able to export a product that originated outside the US for you, due to USFWS regulations, it would not be returnable.

Be careful when ordering cosmetics from outside the USA. Many contain caviar or snail extracts that are restricted for trade. When purchasing from sites such as eBay or Amazon, pay close attention to the “Ships From” information. These sites provide listing services for third party sellers and often merchandise ships from outside the USA. MyUS will not be able to return these products to the seller.

Importing items containing animal products into your country

MyUS encourages you to confirm your country's import requirements for animal products. These regulations change frequently, and you are responsible for providing any import documents or permits to your customs office or the carrier when items arrive in your country.

*Effective January 2017, The US Fish and Wildlife Service (USFWS) has included all species of rosewood under the protection of the CITES.

Dangerous goods/hazardous materials are items that require special handling, additional packaging and labeling 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 also depend on the courier you choose, including DHL or Fedex. USPS or UPS cannot ship dangerous goods. Even if your country allows the import of an item, the carrier may not be licensed to handle and transport dangerous goods.

Items considered to be dangerous goods include: flammable items or items under pressure (e.g., hairspray, spray paint, lighters, nail polish and perfume). Dangerous goods items may be required to ship separately from non-dangerous goods items.

Please view our restricted and prohibited items list for more information, or contact us for specific information regarding your country and the items you wish to ship.

We are allowed to export perfume to certain countries. There is a handling fee of 7% of the total value of the perfume, with a minimum fee of $18.50 when shipping with DHL or FedEx. Perfumes may need to ship separately from other items. 

Please visit our contact us page and click Need More Help? to find out if we can ship perfume to your country. Be sure to specify the destination country in your inquiry.

Yes. Mother-of-pearl is protected by the Endangered Species Act and governed by the US Fish and Wildlife Service and US Department of Interior. MyUS is licensed to export mother-of-pearl at an additional fee of $180 per shipment. We cannot export items containing mother-of-pearl without payment of this fee.

Mother-of-pearl is commonly found on watches, keys of musical instruments and as decoration on guitars, kitchenware and other home decor. If you have any questions, please contact us before placing an order with a merchant.

To reduce international transaction fees, MyUS consolidates many individual charges into one invoice at the time of shipping. Your package invoice details one line item for each service you requested, as well as shipping charges. We will charge your account the total cost of the shipment, using your preferred payment method.

Yes, MyUS can convert billing transactions from USD to your local currency. Conversion rates are based on daily foreign exchange market averages gathered from frequently updated sources, including financial institutions.

To ensure you are billed in your local currency:

  1. Sign in to your MyUS account
  2. Go to My Account Settings > Payment Method > Default Billing Currency
  3. Click Edit and select your billing currency and click “Save this information

You can revert to billing in US dollars at any time by following the steps above, and choosing “United States Dollar” as your billing currency.

There are several reasons why your bank or financial institution may decline charges.

Common reasons we are unable to authorize payment:

  • Payment type has insufficient funds. Please to be sure you have enough funds available.
  • Payment provider has placed a hold on your funds. Please contact your payment provider and ask them to release the funds.
  • Payment type has expired. Please be sure your payment method is up to date.
  • Security Code is missing or incorrect. Verify the security code on your credit or debit card, and enter it when submitting a ship request.

If you are still receiving notices that your payment method has declined, please visit our Contact Us page and click Need More Help?

MyUS membership fees and shipping costs can be paid with:

  • Any major credit card, including American Express, Visa, MasterCard, Diner’s Club, JCB, Discover and Union Pay
  • Debit cards, providing your card provider supports online international transactions.
  • PayPal for most countries. Please contact us to confirm PayPal is available for your country.

We will authorize your payment method for estimated shipping charges when you submit your ship request. Please make sure you have enough funds to cover your shipping costs before creating a ship request. Our payment processor will verify funds are available before accepting your request for shipment.

Many banks and financial institutions reflect this transaction as an “authorization” that may hold funds until we process your shipment. Once we process your shipment, we will charge the final shipment costs to your payment method.

In some cases, final shipping costs may be higher or lower than the original estimate for which we obtained an authorization. This occurs because consolidation, and other factors can impact your shipping costs as we prepare your package for shipment.

If the actual shipping costs are less than the amount we authorized, we will charge your payment method for the shipping costs and release any additional authorized funds.

If the actual shipping costs are more than the amount we authorized, we will submit a separate charge for the actual shipping costs. This transaction may resemble a duplicate charge, but your bank or financial institution will release the initial authorization within 72 hours. You are only responsible for paying actual shipping costs.

Once we have processed your ship request and your package has left our facility, we will notify you with actual shipping costs. You can sign in to your MyUS account and view shipping costs, your current invoice and any past invoices by clicking History on the top menu bar.

To view authorization and payment details about your shipment, just click, “Transaction Details” on the invoice. The pre-authorized amount will appear in blue. The final transaction will appear in white.

It may be necessary to enter the Security Code from your credit or debit card when submitting your ship request as an extra security measure.

When you submit a ship request, MyUS authorizes your payment method for estimated shipping charges. Many banks and financial institutions reflect this transaction as an “authorization” that will hold the funds until we process your shipment. Once we process your shipment, we will charge the final shipment costs to your payment method.

Additional information:

What are the most common reasons why a payment declines?

What is the authorized amount on my MyUS Invoice?

All MyUS pricing is displayed in US Dollars (USD). You can choose to be billed in your local currency by following these steps:

  1. Sign in to your MyUS account
  2. Go to My Account Settings > Payment Method > Default Billing Currency
  3. Click Edit and select your billing currency and click Save this information

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

The security code, commonly called a card verification number (CVN) or a card verification value (CVV), is a three or four digit code printed on your credit card. Banks commonly use this code to prevent fraud, and some may decline transactions that do not include this code.

On most credit cards, the CVN is a three-digit number that usually appears on the back of the card, just above the signature line:

American Express cards use a four-digit code on the front of the card. This code usually appears 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.

If you plan to send a wire transfer to MyUS, please contact us for instructions and important information. There is a $12 fee for each wire transfer.

If there is a credit on your account, we will always apply it first to any charges before billing your preferred payment method.

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

How to send a check or money order:

  1. Please reference your SUITE NUMBER and/or NAME on the check or money order.
  2. Make checks and money orders payable to MyUS.com, and mail to the address below:
    MyUS.com
    Attn: Billing Dept.
    4299 Express Lane
    Sarasota, FL 34249
  3. Please send MyUS a notification email as soon as the check/money order is mailed.

How to send a wire transfer:

Go to our Contact Us page and select Need More Help? to receive wire transfer details. Please be sure specify if you are sending a wire from a USA or international bank. There is a $12 fee to receive a wire transfer.

  1. Sign in  to your account.
  2. Click My Account Settings
  3. Select Payment Method
  4. Click Edit next to your Default Payment Method
  5. Update your credit card information and click Save this Information

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 is 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

Your bank may have more specific information about this particular issue. In some cases it may be necessary to sign 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 why, please contact the bank for more information. You can usually find the bank's telephone number on the back of your credit card.

Yes. Incorrectly addressed packages or those missing vital information require manual research, and we must charge a fee to cover these costs.

Incoming Packages

There is a $7.99 fee for packages that arrive at our distribution center with an incomplete address. You can avoid these fees by making sure the merchant properly addresses your order. Read more on how to correctly enter your USA address here.

Outgoing Packages

The courier will charge a $15 fee to your MyUS account if you update your address after the shipment has left our facility. Many couriers charge this fee after delivery, so you may see it charged to your account post-shipment.

Common reasons for address correction include:

  1. You requested shipment to a P.O. Box. Most express couriers will not ship to a P.O. Box.
  2. Your address is incomplete or missing vital information. You can verify and update your shipping address by signing in to your account and clicking My Account Settings, then Address Book.

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

If the merchant included an invoice, we will compare the contents of the package 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.

If you receive an item that is not in the manufacturer's original packaging, or is not from a trusted merchant, we will open the product packaging to inspect the item. This allows MyUS to reduce fraud, and saves you shipping costs by verifying the correct product is in the package and is legal for export from the USA.

No. Neither MyUS, nor our couriers, provide any form of temperature-controlled storage or transportation. Please do not ship items requiring refrigeration to your MyUS suite.

Common items that require refrigeration include frozen foods, perishable foodstuffs, temperature-sensitive medications, dry ice and chocolate.

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

Members can receive a number of FREE storage days, based on the membership type. Premium, +Mail and VIP memberships offer 30 days of free storage. Single Package membership does not offer storage, as your package will be shipped to you immediately.

Packages stored past the free storage period will incur storage fees at the rates shown below. Storage fees continue to accrue until your package is shipped, discarded or returned to the sender. You will see storage charges itemized on your invoice when the package is shipped or discarded.

Premium,  +Mail & VIP Storage Fees: Not Oversized Oversized
Day 1 to Day 30 Free Free
Day 31 to Day 60 $1.00/day $1.50/day
Day 61 to Day 90 $2.00/day $3.00/day
Day 91+ $3.00/day $6.00/day

Most shipments leave our warehouse within three business days after we receive your ship request. If your shipment is urgent, select Urgent Handling when creating a ship request. MyUS does not tender packages to our couriers on Sundays or certain USA holidays.

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

Shipments containing certain animal products, including feathers, animal skin and mother-of-pearl may require additional processing time to ensure compliance with US Fish and Wildlife regulations.

Shipments containing items on the restricted and prohibited item list require additional review by our compliance team. This adds processing time to these shipments.

Once a package leaves our warehouse, average transit time to your door is two to four days. Find detailed information about transit times and restricted items on your country's details page .

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

Merchants often ship parts of the same order from different warehouses, or at different times. This means you may receive two or more packages, even though you only placed one order.

If your merchandise shipping schedule is set to Automatic, we will automatically ship your packages as they arrive at our facility. If a merchant ships parts of your order separately, you will pay shipping for each package. To save on shipping costs, set your shipping schedule to Hold, and request a shipment when all your merchandise has arrived.

To change your Merchandise Shipping schedule, sign in to your account, click My Account Settings, then Shipping Preferences, and select Hold from the Merchandise Shipping Schedule drop-down menu. 

PLEASE NOTE: Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

MyUS receives packages Monday through Saturday. Our receiving team works diligently to enter your package into your account. The majority of packages are logged in within 24 hours of arrival at our facility. Multi-piece shipments, oversized packages, large quantities of items and packages that do not include an invoice may take longer to appear in your account.  You will receive an email each time we log a package into your account.

From your account, you can select a Merchandise Shipping Schedule by clicking My Account Settings, then Shipping Preferences. If your account is set to an automatic shipping schedule, we will automatically move your packages from Ready to Send into your Queue.

You can view shipments that have left our facility under History in your account. You will also see a link to the tracking information, and can view the shipment invoice.

Yes. We will accept shipments to your MyUS address from any merchant or individual seller.

You are welcome to arrange an appointment Monday through Friday, 9:00 AM to 5:00 PM ET to pick up your mail and packages. You will be charged a $15 pick-up fee for the first pound, plus $1 for each additional pound. We must also charge 7% U.S. sales tax based on the value of the item(s) if MyUS does not export the merchandise.

Please contact us at least a week in advance with the date and time you wish to pick up your goods, so we can prepare your goods. 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, as they are not authorized to pick up your goods.

Please Note: You may not pick up items that are banned for export, including merchandise on our restricted and prohibited items list. Items that MyUS is unable to export must be returned to the manufacturer or merchant, if the merchant is an authorized seller and is based in the USA. Single Package memberships are set to an Automatic shipping schedule, so package pick up is not available.

Spam filters sometimes include mail you do want to receive. To ensure you receive all your account communications, we recommend that you add MyUS to your Safe Senders list.

MyUS sends email alerts to you when we receive a package at your MyUS address, when your shipments leave our facility, and other important notifications.

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

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

  • Always use your MyUS suite address as the "Ship To" address. Many merchants offer free shipping to US addresses.
  • Check to see if coupons or discount codes are available.
  • Be sure to read the ratings and reviews of sellers.
  • 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, features, etc.
  • Consider rebates; sometimes manufacturers offer rebates after the product is purchased.
  • If you are unsure about a seller or retailer, check with the Better Business Bureau.
  • Shop around! Check different websites for the same product.
  • Create a separate email address for shopping, so your email doesn't get bogged down with advertisements.
  • Check the MyUS Facebook and Twitter pages for deals!

Absolutely! You can buy from any retailers or individuals you wish. Take a look at our Deals & Coupons page to make it easier for you to shop online.

Like to shop on eBay? Many of our members also use their MyUS accounts for eBay purchases.

Yes. Once you receive your membership confirmation, you are ready to start shopping! MyUS will immediately begin accepting your merchandise shipments and, for +Mail accounts, we will immediately accept your mail.

Please Note: For +Mail accounts, we cannot forward your mail until we receive the USPS Form 1583 required by US federal law, and two forms of photo identification.

Please ensure all your shipments include the MyUS facility address and your unique suite number. Any packages shipped to MyUS with an incomplete or inaccurate address will cause delays and require special handling at an additional $5 fee per package.

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 an item and dividing by the industry-standard "DIM Factor" of 139:

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

Fortunately, MyUS members do not have to worry about complex dimensional weight calculations. MyUS TruePrice™ pricing system gives you guaranteed upfront pricing based only on the package's weight (excludes oversized and pallet shipments).

Oversized packages, crates and pallets:

Oversized packages are packages or pallets with linear dimensions (total Length + Width + Height) greater than 80 inches (203 cm). Items requiring some types of special packaging (e.g. crates), are not eligible for MyUS TruePrice pricing. 

Only MyUS +Mail members are required to complete USPS Form 1583, Application for Delivery of Mail Through Agent.

  1. Sign in to your account
  2. Click My Account Settings
  3. Select Membership Profile, then Membership Type
  4. Click Change next to Your current membership type
  5. Click Submit to save your changes
  1. Sign in to your account.
  2. Click the Shop & Ship Tools link at the top of the page, and select Personal Shopper from the left menu.
  3. Click Place a Personal Shopper Order
  4. Select the type of purchase you would like to make. Shop from US online stores or auction sites like eBay.
  5. Provide the product details and merchant information, then add it to your MyUS shopping cart. You will be limited to 20 items per seller for each order placed.
  6. Specify what method we should use to pay the seller. We will identify ourselves to the seller as your representative, and purchase the merchandise using our US credit card, PayPal account or money order. Your MyUS account is billed for the actual cost of the purchase plus a Personal Shopper service fee.
  7. Your Personal Shopper purchase will arrive at MyUS like any other order, ready for shipment. It couldn't be easier! 

The Personal Shopper team is available by telephone or email Monday through Friday 9:00 AM to 5:00 PM ET.

With any MyUS membership, you have complete flexibility with your shipment scheduling! When you register for membership, you can select your shipping preferences. You can even specify separate preferences for documents and merchandise.

MyUS merchandise shipping schedule options:

  • Hold: MyUS stores your packages until you create a ship request.
  • Weekly: MyUS ships your merchandise on the same day every week, based on your selection.
  • Biweekly: MyUS ships your merchandise every other week.
  • Monthly: MyUS ships your merchandise once a month.

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

PLEASE NOTE: Single Package memberships are set to an Automatic shipping schedule, and cannot be changed.

MyUS' primary couriers for express shipments are FedEx, DHL and UPS, as well as USPS Express Mail International* and USPS Priority.

Our system will select the least expensive carrier, or you can select your preferred carrier. To do this, sign in to your account, click My Account Settings, then Shipping Preferences, and select your preferred shipping carrier under Preferred Ship Method.

*If you would like to ship via USPS, Express Mail International is the most reliable expedited option.

Please note, this FAQ is subject to updates

Please check back from time to time for the latest information.

Still Have Questions? Contact us!

Weight
(lbs.)
Small Pack Saver 7 - 20 days Budget Economy 7 - 14 days Budget Express 4 - 9 days FedEx Economy 5 - 10 days FedEx Priority 1 - 4 days DHL Express 1 - 4 days
1 $9.99 $10.99 $19.99 $20.60 $21.12 $25.07
2 $12.99 $15.99 $21.29 $20.60 $21.40 $27.67
3 $15.99 $19.92 $23.97 $23.93 $24.92 $30.95
4 $18.99 $21.97 $25.97 $26.94 $27.96 $33.95
5 $25.98 $29.91 $30.91 $31.98 $36.93
6 $31.93 $34.94 $34.91 $37.94 $45.94
7 $32.95 $36.96 $36.92 $39.96 $48.99
8 $33.94 $36.92 $36.91 $39.94 $51.97
9 $34.93 $37.95 $37.94 $40.91 $55.93
10 $34.93 $37.98 $37.92 $40.93 $58.93