FAQ

Frequently Asked Questions About International Shipping

Need an answer? You've come to the right place! Our reference database addresses a variety of topics, from how to use your MyUS online account to providing declared values for your purchases...and much more.

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

These items include:

  • Food (including candy and snacks
  • Drinks (including coffee and alcoholic beverages)
  • Medications (including antibiotics)
  • Agricultural items (including plants and seeds)
  • Paints
  • Pet food
  • Vegetable and Animal Matter
  • Furs, skins, animal parts
  • Insecticides
  • Slingshots
  • Wood items
  • Dangerous goods

For more information on AQIS restrictions, please click here.

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 FedEx (Updated 30 June 2014): We can currently send consolidated shipments, as well as shipments containing merchandise from a single seller, to Australia via FedEx regardless of value.
  3. Shipping via DHL: We can send merchandise from a single seller to Australia via DHL regardless of value.
  4. Shipping via the MyUS Trusted Courier Network: We are proud to offer express shipping through our MyUS Trusted Courier Network with door-to-door delivery in 6 to 12 business days. We can send shipments that contain orders from multiple sellers or a single seller as long as the total merchandise value does not exceed $1,000 USD.
  5. We can ship Dangerous Goods to Australia via FedEx and DHL for you. Each carrier has specifications regarding the delivery area, quantity and type of commodity. We will automatically ship your goods with the carrier that can transport your items. In some cases, this may require that we remove an item or items from your shipment and send them in a separate shipment via an alternate carrier. We will always inform you if your package contains Dangerous Goods when it arrives and when you submit a shipment request.

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

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

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

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

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

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

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

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

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

MyUS established the Trusted Carrier Network to meet the needs of our members in Australia. We are proud to provide express shipping in 6-12 business days with this carrier.

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

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

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

In some cases, it may be necessary to alter your shipping preference in order to meet Australia import requirements. Some situations in which we may need to adjust your shipping preferences include:

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

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

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

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 Customer Service.

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

What if the charge is not shown in US Currency?

We have provided a link to our online currency converter on the page where you enter the verification charge amount. In addition, we are working to allow you to enter the charge amount in currencies other than the U.S. Dollar.

What amount do I enter?

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

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

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

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

Depending on your bank’s policies, it may take up to 48 hours for the verification charge to appear on your statement. If you cannot find the charge or refund on your statement, please contact your credit card issuer for assistance.

What if I don't receive a credit card statement?

If you do not receive a credit card statement or do not have access to online transaction reviews, please contact your credit card issuer for assistance.

Why was my credit card rejected?

Some reasons why a credit card fails the verification process can include:

  • The credit card issuer declined the verification charge.
  • The credit card issuer approved the verification charge, but the amount entered on our website did not match the charge amount.

If your credit card has failed our verification process, please contact your bank for additional assistance. You may also contact MyUS via live chat seven days a week between the hours of 9:00 AM and 5:00 PM EST (GMT -5 hours).

How can I get help with the credit card verification (CCV) process?

We are available via live chat between the hours of 9:00 AM and 5:00 PM EST (GMT -5 hours) seven days a week. You can also Contact Us and send an email to our CCVS department.

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, we will need you to provide the amount of this transaction, and enter it into your MyUS account.

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

  • Log in to your MyUS account
  • Click the link under “My Alerts”
  • Enter the transaction amount in the field provided

Our system will then confirm that the amount you entered matches the amount we charged, and approve the credit card for use.

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

* 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.

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

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

If you receive a package that does not include a merchant invoice, or the invoice did not show the value of the merchandise, you will need to enter the value into your account. This information is required by customs.

You can find the value of your purchases on the invoice or order confirmation you received from the merchant. To enter your merchandise values:

  1. Log in to your MyUS account
  2. Select “Enter Values”
  3. Enter the price you paid for the items listed

Please note, you will not be able to select this package for shipping until you have entered the purchase value.

Detailed instructions on how to enter Declared Values.

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

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

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

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

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

Special note about gift items:

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

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

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

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

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

MyUS is obligated to properly value your goods per US Census Bureau regulations. 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 of the item, quantity of items and description of the items.

If your package did not include a merchant invoice, or the invoice did not show the value of the merchandise, we will need you to enter the value before we can ship your package.

Big Savings on Express Shipping. Our express shipping rates are the lowest in our industry! We specialize in express shipping worldwide in 1 to 4 days.

Team of Experts. We are experts in international package forwarding. We offer a Packing Team that is efficient at packing your items properly for international transit and a Customer Service Team that is experienced at handling any international shipping issues. Our Trade Compliance Team ensures that you remain in compliance with all export regulations.

Shipment Cost Protection and Tracking. MyUS provides insurance and tracking on all your shipments. 

Complimentary Package Consolidation. If you are planning on shopping from multiple merchants, our complimentary consolidation will maximize your savings, versus shipping each order separately from the merchant.

It is our policy never to sell or give away any information about our customers. We understand our customer's concerns regarding confidentiality. The privacy of our customers is of utmost importance to us and details regarding our policy may be found in our Privacy Policy.

MyUS observes the U.S. business days of Monday through Friday.

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

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

Added bonus for a limited time!

The MyUS member who has the most friends join before 24 May, 2015 will receive a Kindle Fire HD! The next top three referrers will receive a $50 Amazon Gift Card.

This status means that we are waiting on you, the customer, to provide us more information about the product.

What action should I take?

Our Trade Compliance Team sent you an email requesting additional information that they need to determine if we can export this item for you.

Please check for their email and reply to that email with the needed information as soon as possible.

Use this link to view the Prohibited and Restricted Item Guide.

This status means our Trade Compliance Team has determined that we are unable to export this item. 

What action should I take?

An email was sent to you with a more detailed explanation. Please check your email to confirm your shipping options.

View the Prohibited and Restricted Item Guide

Certain fragile item like televisions or larger shipments may have to be reviewed to confirm the available shipping options.

What action do I need to take?

We notify you via email of your shipping options on these shipments. Please review the email you have received regarding the reason this package is on hold to see your shipping options.

Dangerous Goods/hazardous materials are materials or items with hazardous properties, which, if not properly controlled, present a potential hazard to human health and safety.

We are able to ship some classes of Dangerous Goods for you depending on the carrier capabilities to your country.

What action should I take?

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

How to Expedite the Review

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

Find more information about Dangerous Goods
here.

The published MyUS shipping rates are for door-to-door delivery. There may be additional import fees or duty for merchandise shipments coming into your country. In some cases, couriers may also charge a brokerage fee for clearing your package through the local customs office. These fees can vary, and they are not covered 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.

You are charged for shipping costs when we process your ship request.

Please make sure you have enough funds to cover your shipping costs before you create a ship request. Our payment processor will verify that funds are available before accepting your request for shipment.

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

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

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

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

Name: Your Name
Address (line 1): 4283 Express Lane
Address (line 2): Suite XXX-XXX (enter your suite number here)
City: Sarasota
State: Florida or FL
Zip Code/Postal Code: 34238-2602

To find your suite number, log in to your account and it will be in the upper right hand corner under "Current Address".  Some websites (e.g., Amazon) will require you to enter the zip code/postal code as 34238-2602, while  other websites may only require you to enter 34238.

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

When you login to your MyUS account you can:

  1. Check if your merchandise has been received.
  2. Create a Ship Request.
  3. Check the Status of your Shipments.
  4. Change any of your account details such as your credit card, shipping address and membership information.

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

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

You may consider switching from a Premium to a Basic membership, which has no annual membership fee, but still gives you access to our U.S. shopping tips and savings advice. To change your membership from a Premium to Basic account, please contact our customer service department.

Please contact us and let us know why you are requesting to cancel and what we can do to resolve any pending issues that you might be facing. From the Contact Us page, you can select Need More Help to send us a message.

We look forward to working with you to resolve any concerns you may have. If you would like to proceed with your membership cancelleation, please submit a written request from the "Contact Us" page.

  • Make sure your Caps Lock button is not activated by accident.
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Try clearing or deleting your cookies. Once you delete your cookies you may need to close all open browsers. Once closed, open a new browser and sign in.

  1. Log in to your MyUS account
  2. Click “Account Settings
  3. Click “My Additional Names”
  4. Enter, one at a time, the name(s) you wish to add to your account
  5. Click “Submit >>” to save the name to your account 
  1. Log in to your MyUS.com account
  2. Click “My Account” and “Account Settings”
  3. Click “My Documents”

At Step 1: Select Document, click “Choose File” to identify the file you want to upload. A browser window will open on your computer. Navigate to the file on your computer that you want to upload, click on it, and click “OK” to select the file.

At Step 2: Add Brief Description, select the type of file you want to upload. If you are uploading Form 1583, select “Form 1583.” If you are uploading personal identification, select “Photo ID.” If you are uploading another type of document, like a wire transfer receipt, select “Other” and provide a description of the document.

At Step 3: Click to Begin Upload, click “Upload Document” to start the upload process. Your computer will transfer the file to our website.

Allow time for the transfer to complete. Our website will refresh and show a preview of your document once the upload has completed.

  1. Log in to your account.
  2. Browse to “My Account”.
  3. Select “My Membership Type” under “Account Settings”
  4. Follow the page instructions 
  • Log in to your MyUS account
  • Click “Account Settings”
  • Click “My Shipping Preferences”
  • In the “Shipping Options” section, find the item labeled “Merchandise Shipping Schedule”
  • Use this drop box to select one of the following options:
    • Automatic: We will ship your packages to you without consolidation as soon as they arrive at your suite.
    • Hold: We will hold your packages in your suite until you submit a ship request. Premium Members may use this option to hold packages for consolidation.
    • Weekly: Once a week we will consolidate all packages in your suite and ship them to you.
    • Biweekly Week 1 & 3: We will consolidate all packages in your suite and ship them to you during the first and third week of each month.
    • Biweekly Week 2 & 4: We will consolidate all packages in your suite and ship them to you during the second and fourth week of each month.
    • Monthly Week 1: We will consolidate all packages in your suite and ship them to you once a month, during the first week of the month.
    • Monthly Week 2: We will consolidate all packages in your suite and ship them to you once a month, during the second week of the month.
    • Monthly Week 3: We will consolidate all packages in your suite and ship them to you once a month, during the third week of the month.
    • Monthly Week 4: We will consolidate all packages in your suite and ship them to you once a month, during the fourth week of the month.
  • Click “Save Changes >>” to save your preference

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.

Premium membership offers a number of benefits:

  • Lower shipping rates: Premium members enjoy a 15% discount over the already low Basic Member shipping rates.
  • Longer storage: Premium members can hold packages for up to thirty (30) days at no charge.
  • Personal Shopper discounts: Premium members pay lower rates than Basic members for Personal Shopper services.

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

All shipments are insured for the declared value of the item(s) unless you opt out of insurance by deselecting the “Shipment Insurance” shipping option.  Please note that you may not file a claim for damage or loss if you do not select shipment insurance.

In the event that your shipment is damaged upon delivery or is not delivered, you may contact your account manager to begin the claims process.  It is very rare for shipments or items to arrive damaged or go missing, but we recommend insuring each shipment in the unlikely event that something does happen to your goods.

Insurance is charged based on the declared value of the items and costs $2 per $100 of declared value. The first $100 of declared value is insured FREE.

Yes , USPS EMI and USPS Priority shipments are insurable. Insurance costs for merchandise shipments are based on the insured value. For all MyUS.com shipments, the first $100 of insurance is free and included in your shipping cost. Each additional $100 of insured value costs $2. All insurance claims are reviewed individually and any claim payment will be based on the declared value, the insured value and is subject to the terms and conditions of the carrier.

  • 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 cannot be filed until 45 days have passed from the ship date. USPS claims will take a minimum of 60 days from filing for research and response by the USPS, and can often take six months.
  • DHL claims must be filed no later than 30 days from ship date.
  • UPS claims must be filed no later than 21 days from ship date.
  • Fedex claims must be filed no later than 21 days from delivery date.

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 will take a minimum of eight weeks. Specific commodities have limits of liability in case of loss or damage including televisions, computers, electronics, jewelry, figurines, furniture, and lighting, 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.

If your shipment is not delivered, or if items are missing or damaged, contact your account manager right away to begin the claims process.

For missing items:

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

  1. Claim form. Your account manager will provide this form when you contact MyUS.com
  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.  Your account manager will provide this form when you contact MyUS.com
  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, then an 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 by the USPS, and can often take up to six (6) months.

DHL claims must be filed no later than 30 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.

Claims are reviewed on an individual basis and can take up to eight (8) weeks to be resolved for DHL and FedEx shipments and up to six (6) months for USPS shipments.  For approved claims, the reimbursement will be applied to your account as a credit. This credit will be used before we invoice your credit card again. We will use the credit to pay for shipping costs, Personal Shopper orders, membership fees, etc.

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 paid, domestic shipping costs or damage to the box/packaging.

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

Only MyUS Premium + Mail members are required to complete USPS Form 1583, Application for Delivery of Mail Through Agent. MyUS Basic and Premium members are not required to complete this form.

If you are a Premium +Mail member, you are required to complete the USPS Form 1583, Application for Delivery of Mail Through Agent. MyUS Basic and Premium members are not required to complete this form.

Download Form-1583 in PDF format

You may 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:

  • A photocopy of your driver's license
  • Government identification
  • Other credentials showing the applicant's signature and a serial number or similar that is traceable to the bearer

Send completed and notarized Form 1583 to :

MyUS.com
Attention: Form 1583
4299 Express Lane
Sarasota, FL 34238
Fax: (941) 827-2985

Detailed information on how to submit USPS Form 1583.

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

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

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

The fee we charge for urgent handling varies depending upon the time you submit the request. If you submit an urgent ship request during our low-demand period between 6:00 PM Friday and 1:00 PM Monday, our Urgent Fee is only US $5. If you submit an urgent ship request during our peak demand period between 3:00 PM Thursday and 6:00 PM Friday, we charge an Urgent Fee of US $20. Other rates apply according to the table below, and all times are in U.S. Eastern Time.

Please note that our fee for urgent shipping applies to shipments containing up to ten consolidated parcels. If your urgent shipping request consolidates more than ten individual packages, we charge $1 for each additional box included in the shipment. The fee for each additional box is $2 during our peak demand period.

We make a priority of urgent ship requests, but we can only guarantee same-day processing if you submit your request by 3:00 PM U.S. Eastern Time (GMT -5 hours). If you submit an urgent ship request after 3:00 PM and we cannot fill it on the same day, we will fill it on the next business day (Monday through Friday) at the same charge. 

Our Urgent Fee schedule is:

Day and Time Urgent Fee (up to 10 boxes) Each
Additional Box
Friday 6:00 PM to Monday 1:00 PM $5 $1
Monday 1:00 PM to Monday 6:00 PM $15 $1
Monday 6:00 PM to Thursday 3:00 PM $5 $1
Thursday 3:00 PM to Friday 6:00 PM $20 $2

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

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

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

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

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

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

  • If your Shipping Preference is set to "Automatic," we will send your shipments automatically as soon as they arrive at our facilities.
  • If your Shipping Preference is set to "Weekly," "Bi-Weekly," or "Monthly," your shipments will be sent automatically.
  • If your Shipping Preference is set to "Hold," you must log in to your account and create a ship request. This option allows you to consolidate your packages.

How to Submit a Ship Request:

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

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

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

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

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

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

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

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

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

MyUS.com 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 U.S. 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 MyUS via our Contact Us page. You can also contact the U.S. 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 Shipping Schedule must be set to “Hold” before you can submit a ship request. If your Shipping Schedule is set to a different setting, then we will automatically process your shipments based on your preference.
  • If an automatic shipment is in process, you will be unable to submit a ship request for any items included in that shipment.
  • You will be unable to submit a ship request if your payment details are out of date. Please verify your payment details by visiting the “My Billing Information” section of our website.
  • Your payment method may have insufficient funds. Our payment processor will verify that funds are available before accepting your ship request.  This verification may appear as an authorization on your statement; we will process actual shipping costs when the shipment is packaged.
  • Depending on your payment method, 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 why a payment declines?
What is the authorized amount on my MyUS Invoice?

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

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

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

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

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

Click here for our shipping rates.

With any MyUS membership, you have complete flexibility with your shipment scheduling!

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

Shipping Options with your membership:

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

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

Biweekly: We ship your merchandise every other week.

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

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

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

Click here to find out more about shipping globally, including transit times to your area.

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

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

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

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

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

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

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

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

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 or wire transfer

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.
  • The payment method on your account with MyUS will be charged for the cost of the order, and a small processing fee.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  • Gift Certificates
  • Student Loans
  • Credit Card payments
  • Internet Service
  • Subscriptions
  • Memberships
  • Utility Bills
  • Electronic downloads

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

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

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

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

  1. Log in to your account.
  2. Click the Personal Shopper link at the top of the page. 
  3. Select the type of purchase you'd like to make. Shop from US online stores or auction sites such as eBay or QuiBids.
  4. Provide the item information. Simply list the product details and merchant information, then add it to your MyUS shopping cart. For each order placed, you will be limited to 20 items per seller.
  5. Specify what method we should use to pay the seller. We will identify ourselves to the seller as your representative, and purchase the merchandise fusing 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.
  6. Your Personal Shopper purchase will arrive at our distribution center like any other order, ready for shipment. It couldn't be easier!
     

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

Order Processing

Normal processing time from when an order request is submitted to our Personal Shoppers to when the order is completed is 1 to 3 business days (Monday-Friday 9:00am-5:00pm EST). For an additional $5 fee, we will provide rush processing for orders placed before 3:00PM Monday through Thursday. Rush orders are processed within 24 hours.

Shipping from the merchant to MyUS

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

Shipping from MyUS to You

We will ship or store your order based on your Merchandise Shipping Schedule set under Shipping Preferences. Please check this setting if you have not already. Our express carriers can ship in as little as 1 to 4 days.

If you require more information, please visit our Contact Us page, select Need More Help and choose Personal Shopper as the topic of your email. Please be sure to include your order number in your email for quickest response.

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

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

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

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

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

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

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

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

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

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

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, U.S. 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.

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

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

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

We suggest that you contact your customs office to inquire about the import regulations and contact MyUS Customer Service with a link of the item so they 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, but these batteries may be subject to additional regulations and we may be unable to export them to some countries. In some cases, lithium metal and lithium-ion batteries may be subject to a Dangerous Goods handling fee.

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

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

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

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

Additionally, per U.S. government regulations, MyUS cannot export 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 police and military items include, but are not limited to:

  • Badges
  • Body Armor
  • Protective Clothing containing Body Armor
  • Police batons
  • Handcuffs
  • Surveillance equipment

Please see our list of prohibited items for more information. If you are unsure whether a product is considered a police or military item, please contact your account manager for assistance.

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

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

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, a weapon part or an accessory to a weapon. This limitation includes, but is not limited to, items restricted by the International Traffic in Arms Regulations, or ITAR. Common gun and weapon accessories include, but are not limited to:

  • Scopes or Sights
  • Ammunition clips or magazines
  • Pistol Grips
  • Rifle Butt Stocks
  • Items equipped with night-vision
  • Bayonets
  • Items equipped with Lasers

Please see our list of prohibited items for more information. If you are unsure whether a product is considered a weapon OR accessory, please contact your account manager for assistance.

We cannot export any food items that are perishable (require refrigeration), have a label in a foreign language, or are restricted for export by the U.S. F.D.A. (Food and Drug Administration). We also suggest that you contact your customs office to inquire if you can import food to your country as it is often restricted.

Food must meet all U.S. F.D.A. regulations for exporting food from the U.S. You can view their website here: http://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Exporting/default.htm

Food packaging must have the following:

  • Name of the product
  • Ingredient List - In English
  • Nutrition facts - In English

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

MyUS cannot export counterfeit, bootleg or knockoff items.

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

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

Prohibited Items: If an item is prohibited in your country, or prohibited for export from the United States, we cannot ship it to you. Please review our list of restricted and prohibited items prior to ordering. Please do not ship prohibited items to your MyUS suite. If you are not sure if an item is restricted or prohibited, we recommend you contact us prior to ordering. If we receive an item that we cannot ship, we may be required, in some cases, to dispose of the item in a U.S. disposal facility and MyUS may be unable to ship it to any address, including back to the sender.

Restricted Items: Some restricted items can be shipped, but only after the MyUS Compliance Department reviews the item to ensure it complies with laws in both your country and with the laws of the United States. The compliance review will typically be complete in less than 24 hours. However, this review may add 1 to 3 business days (Monday through Friday) before your package is available to ship. If you have questions about shipping a restricted item, please contact Customer Service before shipping the item to your MyUS suite.

US Fish and Wildlife Service Regulations

The U.S. 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 for products to be exported when they are derived from animals protected under CITES (Convention on International Trade in Endangered Species of Wild Fauna and Flora). Examples of animals protected under CITES include alligators, crocodiles, elephants, 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 offers a service to review other animal products to determine if we are able to ship them in accordance with USFWS regulations. Additional fees may be assessed if the item is approved for export from the United States.

This may include items that contain sea shells (aquatic shells), animal teeth, animal horns, animal fur (examples include: fox, raccoon, coyote, mink, deer, and rabbit), animal skins and leathers (examples include: 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 that these items are found in are 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.  Some of these items can be exported with no paperwork and others require a declaration for import and export that must be filed with the USFWS.

We always recommend that you check with MyUS customer service prior to the purchase of an item that may or may not be subject to these additional licensing requirements.

Importing USFWS items into the US/

MyUS strongly recommends that you do not purchase products from other countries when those products contain animal fur or other wildlife material. Products that are ordered from other countries will require an import declaration to be completed and the fees for completing the form will be charged to your MyUS account. This import declaration is required even in the event that MyUS does not ship the product on your behalf.

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

Be especially careful when ordering cosmetics from outside the United States. Many contain caviar or snail extracts that are restricted for trade. These products will not be allowed for return if imported. Additionally, when purchasing from sites such as eBay.com or Amazon.com, pay close attention to the “Ships From” information. These sites provide listing services for third party sellers and often times merchandise ships from outside the United States.

Importing items containing animal products into your country

MyUS encourages you to confirm the import requirements for importing animal products to your country. As these regulations change frequently, you are responsible for providing any import documents or permits to your customs office or the carrier upon arrival to your country.

Dangerous goods/hazardous materials are defined as items that require special handling, additional packaging and labeling in order to be transported internationally.

These items MAY or MAY NOT be allowed to ship to your country. Shipping Dangerous Goods is country-specific, and may depend on the courier you choose to ship with, including DHL or Fedex. You may not ship Dangerous Goods by USPS or UPS. Just because your country allows the import of the item, doesn’t mean the carrier is licensed to handle and transport Dangerous Goods to your country.

Examples of items that are considered Dangerous Goods include: items under pressure or flammable like hairspray, spray paint, lighters, nailpolish, and perfumes. 

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

We are allowed to export perfume to certain countries, and a special handling fee of $10.50 is required to ship perfume.

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

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

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

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

There are several reasons why your bank or financial institution may decline charges. Here are some common reasons we are unable to authorize payment:

  • The payment type has insufficient funds. Please check with your bank or financial institution to be sure you have enough funds available.
  • Your payment provider has placed a hold on your funds. Please contact your payment type provider and ask them to release the funds.
  • The payment type has expired. Please be sure that the credit card, debit card, or payment method on your PayPal account is up to date.
  • The Security Code is missing or incorrect. Please verify the security code on your credit or debit card and enter it while submitting your ship request.

If you are still receiving notices that your payment method has declined, please contact us by visiting our Contact Us page and clicking, “Need More Help?”

You can apply for membership and pay your shipping costs with any major credit card such as American Express, Visa, MasterCard, Diner’s Club, JCB, Discover and Union Pay.


We also accept debit cards if your card provider can support online international transactions.

We accept PayPal from these countries: Australia, Brazil, Canada, Hong Kong, Japan, Kuwait, Saudi Arabia, Singapore, South Africa, Switzerland, Taiwan, United Arab Emirates and the United Kingdom

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 you create a ship request. Our payment processor will verify that funds are available before accepting your request for shipment.

Many banks and financial institutions reflect this transaction as an “authorization.” This authorization 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, dimensional weight and other factors can affect 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, our payment processor 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 of actual shipping costs and the amount we authorized. You can log in to your MyUS.com account and view shipping costs, your current invoice and any past invoices by logging in to your MyUS.com account, clicking “My Account,” then clicking “History.”

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.

In some cases, it may be necessary to enter the Security Code from your credit or debit card when submitting your ship request.

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

Please refer to these FAQ for more 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 USA Dollars.

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

All MyUS Pricing is displayed in USA Dollars.

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

On most credit cards, the security code or CVN is a three-digit number. This number appears on the back of the card, and typically appears in print on the white area just above the signature line:

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

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

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

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

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

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

How to Send MyUS a Check or Money Order:

  1. Please reference your SUITE NUMBER and/or NAME on the check or money order so we know it is from you.
  2. Mail all Checks or Money Orders payable to "MyUS.com" to the address below:
    MyUS.com
    Attn: Billing Dept.
    4299 Express Lane
    Sarasota, FL 34238
  3. email MyUS as soon as the Check/Money Order is sent.

How to Send a Wire Transfer to MyUS:

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

  1. Log in  to your account.
  2. Click the "My Account" link.
  3. Select the billing information link
  4. Fill out and submit the credit card information form.

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

There are a number of reasons your bank may decline our attempts to charge your credit card. Common reasons why your credit card may not accept our charges include:

  • Credit card expired
  • Credit card number changed
  • Credit card has insufficient funds
  • Credit card not authorized to accept international or Internet transactions
  • Security code/card verification number (CVN) required to complete transactions

This list includes some of the most common reasons why credit cards decline charges, but your bank may have more specific information about this particular issue. Please note that, in some cases, it may be necessary to log in to your account, provide your credit card security code or CVN, and re-attempt declined transactions.

If your bank recently declined a transaction and you are unsure of the reason, please contact the bank for more information. In many cases, you can find the telephone number for your bank on the back of your credit card.

Yes. Packages with incorrect addresses or addresses missing vital information require manual research, and we must charge a fee to cover these costs.

Incoming Packages

Packages that arrive at our distribution center with an incomplete address require further research to identify the owner of the package. There is a $5.00 fee for this service.

You can avoid these fees by making sure the merchant properly addresses your order. You can read more on how to enter your US address on your orders here.

Outgoing Packages

If you update your address with the courier after the shipment has left our facility, the courier will assess a $15.00 fee to your MyUS account. Many couriers charge these fees after delivery, so you will see the fee charged to your account post-shipment.

Common reasons for address correction include:

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

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

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

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 process allows us to reduce fraud and save you shipping costs by ensuring the product is actually in the package and that it is legal for export from the USA.

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 receive a number of FREE storage days, based on the membership type. Basic Membership offers 5 days of free storage and Premium and Premium + Mail Memberships offer 30 days of free storage. Packages stored past the free storage period will incur storage fees of $1 per package per day.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 many other things to know when shopping with USA retailers.  To save the most at USA stores, follow these top tips:

  • Always use your MyUS suite as the "Ship To" address. Many merchants offer free shipping to US addresses.
  • Check to see if coupons or discount codes are available.
  • Sign up for price reduction notifications.  
  • Make 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, specs, 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 coupons!

Absolutely! You can buy from any retailers or individuals you wish. We developed our Start Shopping section to make it easier for you to shop online.

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

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

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

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

Click here to apply for membership. You will immediately receive a US address that 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! We will immediately begin accepting all of your merchandise and, for Premium +Mail accounts, we will immediately accept all of your mail.

Please note: With Premium +Mail accounts, we cannot forward mail until we receive the USPS Form 1583 and at least two forms of photo identification. United States federal law requires this.

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

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

Example of MyUS Street Address:

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

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

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

  1. Clear the cookies on your internet.
  2. Make sure you are entering a credit card that has an expiration date for next month or later. Credit cards with an expiration date of this month are not accepted.
  3. Make sure your web browser is up to date. Out of date web browsers can have functionality issues.

If you still 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. The country you are applying from

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

Please note: With Premium +Mail accounts, we cannot forward mail until we receive the USPS Form 1583 and at least two forms of photo identification. United States federal law requires this.

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

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, 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.

Only MyUS Premium + Mail members are required to complete USPS Form 1583, Application for Delivery of Mail Through Agent. MyUS Basic and Premium members are not required to complete this form.

  1. Log in to your account.
  2. Browse to “My Account”.
  3. Select “My Membership Type” under “Account Settings”
  4. 4.  Follow the page instructions 
  1. Log in to your account.
  2. Click the Personal Shopper link at the top of the page. 
  3. Select the type of purchase you'd like to make. Shop from US online stores or auction sites such as eBay or QuiBids.
  4. Provide the item information. Simply list the product details and merchant information, then add it to your MyUS shopping cart. For each order placed, you will be limited to 20 items per seller.
  5. Specify what method we should use to pay the seller. We will identify ourselves to the seller as your representative, and purchase the merchandise fusing 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.
  6. Your Personal Shopper purchase will arrive at our distribution center like any other order, ready for shipment. It couldn't be easier!

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

With any MyUS membership, you have complete flexibility with your shipment scheduling!

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

Shipping Options with your membership:

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

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

Biweekly: We ship your merchandise every other week.

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

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

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

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

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

Please note, this FAQ is subject to updates

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

Still Have Questions? Contact us!