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.
Free Accounts can store their packages for up to 7 days at our California and Austria warehouses. Premium Accounts can store their packages for up to 90 days at all warehouses (California, Oregon, and Austria). Packages not mailed out within these time frames will expire and not be visible within your account. If you fail to mail your package out before the storage expires, you have the option to purchase up to 28 days of additional storage time. When you select to extend the storage for an expired package, you will be assessed a fee of $7 USD plus $1 USD per day that the package has been expired. This will extend your storage for an additional 7 days. PLEASE NOTE: Storage time can only be extended 4 times or up to a total of 28 days.
We make every effort to notify you of any packages approaching their expiration date. Please ensure that you have firstname.lastname@example.org added to your address book or whitelist to ensure that you are receiving these notifications in your inbox. 28 days past the original expiration date, the package will be considered
abandoned and subject to disposal.
Yes, you or a designated person (friend/family member) can pick up locally at all our warehouses for a fee of $20 per package. Please set the shipping method for your package as "Local Pickup." Ensure that your customs declaration form is complete and that there are sufficient funds in your account to cover the $20 local pickup cost as well as any other accrued fees such as consolidations or special requests. You must bring a valid photo ID to pick up your package.
Hours for Local Pickup:
Packages delivered to our warehouse require 1-2 days (Monday-Friday in the United States, excluding U.S. Holidays) to be received and processed into your account. If your package does not appear in your account after 2 days, then there is a possibility we were not able to process your package (suite number missing, shipping label faded, shipped to a name not associated with your account, etc.).
Please submit a support ticket providing the tracking number and any other additional information about your package to assist our 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.
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.
Yes, we charge a $3.00 USD processing fee for a Free Account and $2.00 USD for Premium Members for each package we receive into your account. This fee is deducted from your balance when the package is mailed out or disposed. To cut down on these per-package processing fees, many retailers allow you to request your purchases be shipped in as few boxes as possible.
For example, Amazon has an account preference titled "Group My Items into As Few Shipments As Possible," reducing the number of packages received.