The DIM weight refers to the dimensional weight of a package based on size rather than the measured "gross weight". To price international shipping, carriers charge the greater of measured weight or DIM weight based on the size of the box.
DIM weight is calculated as (length × width × height) / (dimensional factor)
Dimensional factors are determined by each carrier, USPS may use 194 while FedEx Express uses 169. Your package DIM weight may vary by carrier for the same size box.
Normally there is no issue and the package will be entered into your account. However, if your package was delivered and is not entered into your account within 1-2 days, we will conduct an investigation.
If you don't see your package in your account within 2 days, please submit a support ticket providing the tracking number and any other additional information about your package to assist our investigation. There are additional fees incurred if your package arrives without the proper address, including your suite number.
We suggest you contact your carrier if there was an issue delivering your package. There are several factors that may contribute to an undelivered package. It's possible they delivered past our closing time or there was a collect-on-delivery (COD) fee.