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Online Shopping from Home

Frequently Asked Questions

  • Can I use US Shipping Express service immediately upon sign up?
    For security purposes and to protect our members from fraud, we verify our members. Immediately, after sign up, you will receive an email to your registered email address, where we advise of next steps. Please check your email after sign up. As soon as your membership is approved, US Shipping Express will immediately start accepting your packages.
  • I have signed up online and created an account.  How can I get my membership approved?
    For security purposes and to protect our members from fraud, we require our members to verify their account by submitting a copy of a valid photo ID (passport or license) or a government-issued ID. Immediately, after sign up, you will immediately receive an email on how to verify your account. Once verified, you will receive your very own U.S. shipping address, be able to enjoy benefits exclusive to our members.
  • What is an Electronic Export Information (EEI) form and do I need to one?
    The Electronic Export Information (EEI) is completed for U.S. exports that contain a single commodity with the value exceeding US$ 2,500.
  • How long does it take for my package to arrive?
    Depening on the form of shipment, for standard shipping, it may take up to 10 days. We offer expedited shipping and you can receive your package within 3 days. We also offer sea freight if you are shipping more item/s into one package and would like to save on shipping costs. Sea freight may take between 30-45 days. Please contact our Help Center on on different ways you can ship and for some advice on best way to ship to save on international shipping costs.
  • Is there a limit on the number of items I can ship?
    Yes, depending on the country of destination, you are only allowed a maximum of 12 pieces per item classification per shipment. Any package with more than 12 pieces per item classification (i.e. 13 pairs of shoes, 13 pieces of shirts, etc.) per shipment will have to be processed on separate shipments.
  • Do I have to pay duties and/or taxes for my package?
    Yes, you are solely responsible to pay any duties and/or taxes for your package. All packages are shipped by US Shipping Express with unpaid duties and taxes.
  • Where do I pay duties and/or taxes for my package?
    You can pay directly with the package courier. You will be contacted by the package courier for payment.
  • What do I do if an online retailer does not accept international credit card?
    There are several US online shopping sites that do not accept international credit cards, or simply restricts international access to their websites. US Shipping Express offers our US Personal Shopperservice. We can purchase any items on any U.S. online shopping sites for you. Our US Personal Shopperservice and credit card fees are non refundable for transaction that is successfully processed. For US Personal Shopper order more than ten items from the same retailers, an application fee will be imposed per item over ten. Please refer to our additional services for fee schedule.
  • Can the US Personal Shopper help me purchase from multiple U.S. retailers or from different US online shopping sites?
    Yes, the US Shipping Express US Personal Shopper can shop or purchase on your behalf from multiple U.S. retailers or from different US online shopping sites for a fee. You can use the US Personal Shopper Request Form available on your account dashboard. Remember you need to fill up and submit one request form per US site or per retailer. You will be charged US Personal Shopper applicable service fee and credit card fee on the total amount purchased per retailer. The international shipping cost from U.S. to your home address is paid separately, and will be included on the invoice that will be sent to you for settlement.
  • How long does the US Personal Shopper request gets completed?
    US Personal Shopper request is usually completed between 2-5 days from receipt of payment, depending on the volume of your request and the delivery days from the U.S. online site or retailer.
  • Can I return an item from a US Personal Shopper purchase request?
    Returns are subject to the retailer’s return policy on items purchased. All associated fees with the return will be imposed to you including an applicable service fee per transaction. Returns depend on the retailer's return policy for the items purchased. You are responsible for all fees associated with a return.
  • What happens if my free storage expires? Will I get notified before my free storage expires?
    You have an option to extend your access to our storage facility after your free storage days expire. Additional storage fee will be imposed per day up to additional 7 days maximum. You will be notified 10 days prior to your free storage expires. And if you would like to extend storage for your package, please contact our members support team to request for additional storage. We must receive your request for additional storage days and applicable fees must be settled 5 days prior your free storage expiry. If we do not receive instructions for your package on the expiry date, your package will be considered abandoned. US Shipping Express reserves the right to discard or dispose abandoned packages at our discretion without prior notice.
  • What payment methods do you accept?
    US Shipping Express currently accepts payment by credit or debit card. Accepted Credit Cards: VISA, Master Card, American Express, Discover, JCB, Diners and UnionPay (UnionPay is not yet available to all users) Accepted Debit Cards: Visa & MasterCard We also accept wire and bank transfer. To receive more information and support on paying by bank of wire transfer please contact
  • Is my payment online safe and secured?
    Yes, the US Shipping Express checkout process is secured by HTTPS / TLS encryption. This makes your purchases and online payment on our site safe and secured. TLS (Transport Layer Security) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and secure. TLS is the industry standard and is used by millions of websites in the protection of online transactions. Additionally, US Shipping Express only works with payment gateways that offer the highest level of security certification (PCI DSS Level 1).
  • What happens when my package is being processed?
    Our warehouse processing includes: 1. Your item/s is taken out from the courier packaging box 2. Your item/s is/are weighed 3. Your item/s are photographed in its manufacturer’s packaging. You are eligible to receive 3 external photos as part of your membership. 4. Your shopping item/s are repacked into the same box your package came with. As part of our service we take out all unnecessary packaging weight for a more cost effective shipping fees. This service is at no additional cost to you. 5. If you would like us to place your item/s in a smaller box, an applicable service fee will be charged along with the shipping charges. Once your item/s has been processed in our warehouse, you will receive an invoice on shipping costs.
  • I forgot to include my account number on my US delivery address when I purchased online.  What will happen to my package if I forget to include my suite number in my delivery address?
    Your package will still be entered into your account, but this may cause delay. You will also be charged a service fee if your package arrives with incorrect or incomplete address, e.g. you suite number was not mentioned on the delivery address. Please see our additional services for fee schedule.
  • Will I get notified when my package arrives at your warehouse?
    Yes, you will be notified by email notification once your package/s are checked in and processed into your account within 24 business hours.
  • Why do you inspect my package/s at your warehouse?
    For security purposes, US Shipping Express reserves the right to inspect all packages delivered in your name without giving you prior notice. We will also check your package to ensure that all items are in good condition and photograph items before it is entered into your account. We will also repack your package for free to ensure that all unnecessary packing materials are taken out so you do not pay for more on shipping for unnecessary weight.
  • Why do you take photos of my package?
    Your membership inlcudes up to 3 external photos of your package - at no extra cost. Package photos is a way for you to check that the items the teh item/s we received at the US Shipping Express warehouse is correct. If you want to receive more than 3 photos or would like detailed photos, please refer to our service rates for fee schedule.
  • What is consolidation and how does it work?
    Consolidation is a process where multiple shopping items are packed and consolidated into one package. Please allow up to 1-2 business days for all consolidation requests to be processed. Consolidated items will only be placed in the box with its original manufacturer’s packaging. Your items will be packed in the smallest possible standard box, please see our service rates for consolidation box options and applicable fees. Packages which does not fit in the full consolidated box, can be selected to either be a) consolidated in another box or b) returned back to the storage
  • What are the charges for consolidation shipment?
    A consolidation service fee will be imposed plus an applicable service fee for each package consolidated. Please refer to our service rates for fee schedule.
  • How can I get shipping rates prior to consolidation request?
    Since shipping rates are based on the shipping method and weight of the package, the consolidated package shipping rates will only be determined once consolidation is completed. As soon as consolidation is completed, we will send you an invoice for you to settle. If you are planning to purchase a number of items and would like to consolidate, we are happy to guide you on what is the most cost-effective way for you to ship your package. We may also be able to give you an approximate shipping cost. Please contact our member support team for guidance and advice.
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