Your package in USGoBuy

How will USGoBuy know the package is mine?

When you complete the registration, we will assign a Mailbox ID to you, when you shop online, you will use your name and this Mailbox ID as your shipping address. When the package arrives at our warehouse, we’ll see the name on the package and ID, we will notify you by email and you will also see the package on your account.

Should I notify USGoBuy of any incoming packages?
You do not have to notify us of any incoming packages. We will notify you by email as soon as we receive the package because it is necessary to fill the customs declaration (description, value and item count).

Of course, in order to reduce the warehouse operations errors, you can also fill in the package information advance.

Can I add an additional name on the account?
Yes, you can. There is no additional cost. Just add them on your account under Personal Profile. These must be real persons and we reserve the right to require notarized 1583 form and two copies of ID for additional persons.

How to file a claim for lost package?
Please read this tutorial explaining how to file a claim for not delivered package. It applies to package not delivered to USGoBuy warehouse or packages not delivered to you.

In case you have a concern that package has missing item we need a proof that items are really missing (confirmation of loss of weight from your local customs or postal service) or pictures taken from package while it was still in our warehouse (pictures can be taken for only $5 with special request).

What if we lose your package in our warehouse?
If we cannot locate your package in our warehouse we will notify you. It sometimes happens that package is misplaced. Most of the time we will find your package. We just need some time as we have thousands of packages. We employ humans and they do mistakes! Unfortunately. We will ask you to provide copy of invoice or purchase form. If we cannot find your package you will get fully compensated. Please make sure that value filled on customs declaration is the same as value provided on the invoice.

I believe USGoBuy made a mistake processing my package.
If you think package has incorrect weight, dimensions, or consolidation and special request were not processed correctly you can notify us. Please email our customer service. If USGoBuy truly did a mistake you will not get charged anything and it will be fixed ASAP.

Are there any items that cannot be shipped?

There are some items that are restricted and cannot be shipped with any carrier. This includes:

  • Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.
  • Firearms parts, gun parts, scope, red dot sight, reflex sight, ammunition etc.
  • Explosive material
  • Flammable items
  • Live or dead plants or animals
  • Pornography
  • Corrosive materials
  • Human remains
  • Any Electronic equipment or any equipment that requires ECCN# (Export Control Classification Number). For carrier restrictions you can check the list on the calculator

What shipping methods do you offer?
We support only the shipping methods shown in our calculator. Please enter weight and dimension of the package to see how it will be shipped. If you don’t see certain shipping method it is not supported.

Can you use my billing account for FedEx, DHL or USPS shipment?

Sorry, but we do not support third party billing accounts.

Can you make an exception and use some other shipping method not shown in your calculator?
Our low pricing is based on automation and approved shipping methods we currently use. Please check what shipping methods we offer before shipping any packages to us. We have wide range of shipping methods we offer.

Shipping & Services

How much does it cost to ship a package to my country?

You can use our shipping calculator to get quotes. Enter your country, city, ZIP Code, the weight of the package, and then you can view the estimated cost of different courier here. You can choose the courier according to your own preferences.

What services do you offer and what are the fees?

Most of the services we provide are free of charge, such as registration, U.S. address, Consolidation of Packages Multiple & Repackaging. If you have special requirements for packages, such as Keep original invoices, remove all unnecessary packaging (such as shoe boxes Ship with best), choice of carrier if selected one does not work, these are all free. We also support free storage for 60 days, package exceeded free storage period will be discarded

We support package photos service, and you will cost $5/package for 5 photos. For more special requests, kindly view the link: http://www.usgobuy.com/en/services-and-fees.html

Can you consolidate my packages into one bigger package?
Yes, we can consolidate packages according to your request, and this service is free of charge when submit no more than 10 packages per time. Each additional package over 10(exclude) will be charged $0.99 per package. 

How do you fill out custom declaration for each package?
When we receive new packages, we will notify you by email. You will need to log in to your 
account. There you will see what has been received and you will be able to update information for customs (description, value, etc.).

Please note, a correctly filled customs declaration is your duty and responsibility. If you are not sure what is inside the package (if the merchant divides one purchase into multiple packages), we can open it and check the content.

Do you provide the COD (Collect on Delivery)?
We can complete assisted purchases for you and forward any package to your home address, however, we do not provide COD forwarding.

Can I receive mail (letters, catalogs, magazines) too?
No, we don’t support shipping these items.

Sign Up Questions

How do I get the USGoBuy Address?

After you sign up for a new account, you will see your U.S. address and your Box ID in your account. When you are shopping in the U.S. online store, you can fill in the address provided by us.

Is this a PO BOX address?
Many sellers do not ship to PO BOX addresses. The reason is that FedEx, UPS and DHL do not deliver packages to PO BOX. Our address is not a PO BOX address. We are a regular office building and warehouse staffed with full time employees from 9.00 AM till 6.00 PM Monday through Friday, therefore there is always someone available to receive incoming packages. Just because part of your address is mailbox or suite number does not mean it is a PO BOX address.

Is your service available to customers in my country?
Our service is available to customers all over the world except Cuba, Syria, Sudan, Myanmar and North Korea. Please check shipping restrictions for your country (FedExUSPSand DHL).

How to fill in the customs declaration

  1. Login to your account
  2. Choose Packages in “My Packages”

If your package does not fill in the customs declaration information, you will see the button “Declare Value”, just click to fill in the customs declaration information.

  1. Fill out the info

A new window with the Customs Declaration form will pop up.

Be sure to fill out Product Description, Unit Price (US $), Quantity, and Total Value (US $) for each product in the package.

If you want to add more items to your customs declaration, just click the “Add a row” below the last item. To remove items from the customs declaration, simply delete its information. Please specify if there is a battery inside the package.

  1. Save customs info

After you are finished all, click on “Save and Close”.

How to make a payment for shipping fee?

How to make a payment for shipping fee?

Here are 4 ways you can pay the cost,

  1. USGoBuy E-wallet, you can deposit the account, the payment is more convenient. When PayPal, WebMoney, credit card restrictions, E-wallet is a better choice for you
  2. PayPal, it is the world’s largest online payment platform, it provides safe and convenient payment services
  3. WebMoney
  4. VISA or MasterCard, because of the risk, some customers do not open this payment method

How to deposit money in USGoBuy E-wallet?

Here are three ways to deposit money in E-wallet,

  1. Wire Transfer, after provide deposit information, you need to wait 1~3 days to check the records in the account
  2. WESTERN UNION, after provide deposit information, you need to wait 1~3 days to check the records in the account
  3. Alipay, immediate arrival

Returning Package Back to the Merchant

Returning a Package Back to the Merchant

Sometimes you need to return your package to its original merchant. We always advise you to take pictures of the items in the package before returning, this will reduce some problems. Then you can follow the following steps to return.

  1. Contact the merchant and ask how to return the package

Each store has different policies. Some stores will pay for the return shipping charge. Others will require you to pay for the shipping.

  1. Follow the return process provided by the merchant

If the merchant does not provide return label, you only need to change the shipping address to make sure the package is return to the correct address and choose the appropriate shipping method. If you have special requests, like some merchants require you to print a Return Authorization and include it in the package, in this case, you can place the requests in the specified text box when you submit shipping.

If the merchant provide return label, please send us the package information, the correct return address and your special request, we will only charge $5 handling fee.

Insurance Claims

If you find that your package is missing items, you can email us to explain the situation, we will try our best to help you.

There are three possibilities if you have lost items,

  1. The package has lost some items before delivery to USGoBuy
  2. The package has lost some items on the way to your address
  3. Missing some items in the USGoBuy package packing process

After you send us an email, we will help you to investigate why the goods were lost. If the reason is the first and the second, we will assist you to communicate with the courier to track or compensate. If the reason is the third, we will compensate you according to your declared value and relevant regulations.

How to avoid problems with packages

There are many problems that may occur in the package during transportation, so how to avoid these problems?

  1. Apply for photos after the parcel arrives at the warehouse

When you have a package in your account, the best advice is to take photos to check if your items arrived in good condition.

  1. Confirm the shipping information sent by the seller

Many merchants will split an order into multiple packages, this may cause them receiving time inconsistency. Sometimes, when you see a parcel arrived first at the warehouse, you think it is all of the items, when you receive the package you will find lost items.

 

Insurance & Claim

How do I file a claim for damaged items:

Please send the following materials to claim@usgobuy within 10 days after your parcel is delivered:

  1. A clear picture of the damaged items
  2. Copy of the invoice or purchase proof with item prices
  3. The picture of the shipping label

The compensation amount depends on damage conditions. If all of the items in the parcel are damaged and cannot be used, we will refund you the lower one of declare value and invoice, international shipping fee, and insurance fee.

Note: The above compensation terms are suitable for insured parcels. If you don’t buy insurance, we won’t compensate for damaged items.

 

 

How do I file a claim for lost items:

If your package is lost in our warehouse before shipping to you, we will refund you the lower one of declare value and invoice within 3 business days.

 

If the tracking information is unavailable more than 15 days(10 days for Fedex and DHL), you will be allowed to file a claim to USGoBuy with copy of the invoice or purchase proof with item prices, we will file an inquiry or claim to the couriers, then refund you the lower one of declare value and invoice, international shipping fee, and insurance fee.

Note: If you don’t buy insurance, the maximum international shipping fee we can compensate is $100.

USPS claims may take 20 to 60 working days from filing for research and response. It may takes longer if additional research needed.

 

If part of the items in your parcel are lost by our warehouse or couriers, please send the following materials to claim@usgobuy within 10 days after your parcel is delivered:

1.A clear picture of all of the delivered items

2.Copy of the invoice or purchase proof of the missing items

3.The picture of the shipping label

We will refund you the lower one of declare value and invoice.

Note: The above compensation terms are suitable for insured parcels. If you don’t buy insurance, we won’t compensate for partially lost parcels.

 

The following situations are not covered by insurance and claims:

  1. The couriers(particularly USPS) may send your package to another address by mistake, but it still shows delivered in their website. In this case we can assist to investigate your parcel with the couriers, but won’t make compensation to you.
  2. com is not responsible for any delays associated with customs difficulties. If your parcel is held by your local customs,please contact the couriers or your local customs agency to determine the rules and regulations on your imported items.
  3. If your parcels are returned by the couriers or customs due to inaccurate declared value, prohibited items, invalid address or other reasons, you have to afford all of the charges including but not limit to:international shipping fee, return fee, customs and duties(if any).

Prohibited and Restricted items list

There are certain restrictions as to what you can ship with certain shipping methods. This is list of prohibited and restricted items for all of our shipping methods available.

Global Shipping Restrictions
*USGoBuy currently cannot ship any electronic equipment or any equipment that requires ECCN# (Export Control Classification Number)

*Pressurized gas, canister.

*Firearms parts, gun parts, scope, red dot sight, reflex sight, ammunition etc.
*Flammable, explosive, corrosive items.
*Tobacco products.
*Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.
DHL Shipping Restrictions

*Any item prohibited by any applicable legislation or regulation restricting transport such as ivory, seeds,
*Hazardous, combustible or explosive material.
*Nail Polish
*Cremated remain
*Firearms parts, gun parts, scope, red dot sight, reflex sight, ammunition etc.
*Perfume, cologne
*Airsoft, bb guns
*Alcohol based hand-sanitizer, flammable liquid
*Live or dead plants or animals.
*Negotiable securities and certificates, precious metal, currency, coins
*Corrosive material
*Perishable Foodstuffs.
*Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.

 

USPS Shipping Restrictions

*Hazardous, combustible or explosive material.
*Perishable Foodstuffs.
*Live or dead plants or animals.
*Hazardous, combustible or explosive material.
*Alcohol in any form.
*Alcohol base hand-sanitizer
*Corrosive materials, flammable liquid
*Firearms gun parts, scope, red dot sight, reflex sight, ammunition etc.
*Knives (cutlery, sword, tactical knives)
*Cremated remains.
*Lithium Ion Batteries, only 2 per packages and must be installed in devices
*Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.

FedEx Shipping Restrictions

*Perishable Foodstuffs.
*Live or dead plants or animals.
*Any item prohibited by any applicable legislation or regulation restricting transport such as ivory
*Any restricted items under ITAR, Department of Commerce, US Department of State and the US Department of Treasury.
*Hazardous, combustible or explosive, corrosive materials.
*Negotiable securities and certificates.
*Alcohol base hand-sanitizer, flammable liquid
*Alcohol, liquor
*Cremated remains.
*Firearms parts, gun parts, scope, red dot sight, reflex sight, ammunition etc.
*Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.

OTHER RESTRICTED ITEMS 
*Any item prohibited by any applicable legislation or regulation restricting transport
*Hazardous, combustible or explosive material.
*Perishable Foodstuffs.
*Alcohol base hand-sanitizer, flammable fragrance
*All Liquids, regardless of container size/type (also oils included in machine parts, etc.)
*Alcohol in any form.
*Corrosive materials.
* Firearms gun parts, scope, red dot sight, reflex sight, ammunition etc. Even Airsoft pistol/guns.
* Pornographic and/or politically offensive material.
* Knives (Cutlery, swords, tactical knives)
*Cremated remains.
*Any restricted items under ITAR, Department of Commerce, US Customs and Border Protection, US Department of State and the US Department of Treasury.
*No limit on Lithium Batteries that are installed in devices or packed with devices
*Fake/dummy/replica/game/toy weapons, paintball guns, BB guns, antique weapons, swords, knives, etc.
*Live or dead animals
*Narcotics
*Tobacco (certain destinations)
*International passports (certain destinations)
*Foodstuff, plants/seeds (certain destinations)
*Medicine Drugs, prescription (certain destinations)
*Hazardous cosmetics and creams
*Batteries (Lithium, consumer batteries, car-boat-machine batteries)
*Indecent and pornographic materials
*Items and substances, the possession or use of which is prohibited by law
*Money, payment cards, money orders, traveler cheques, etc.
*Articles of exceptional value: like jewelry, precious metals and stones, diamonds, works of art, antiques, etc

 

For further details, please visit http://www.tsa.gov/travelers/airtravel/prohibited/permitted-prohibited-items.shtm

Shipping lithium batteries from USA

Electronics, mobile phones, digital products in USA are much cheaper than anywhere else in the world, which is why many customers use USGoBuy. Most electronic products contain lithium batteries, they are also limited in the international transport.

Check the list of restricted and prohibited items to ship with USGoBuy.

Due to regulations by the IATA, FAA and the TSA, USGoBuy no longer will be able to ship loose Lithium Ion batteries (PI965) for our customers. This includes spare cell phone, and Laptop batteries, as well as power banks, and mobile chargers. 

When you are ready to send out the package, please confirm which shipping method you can transport the lithium batteries and under which conditions.

DHL ships lithium batteries as long as they are shipped within the guidelines of PI966 and PI967.Packages with more than 2 batteries Require MSDS form to be submitted.

  • PI966 will require rigid outer packaging in order to provide protection from damage or compression from the batteries, the inner packaging must be placed in a strong, rigid, outer packaging.
  • For Example: If your items like laptops, iphones etc. do not come with original box, please place a special request to have the items to be repacked in a cardboard box and then place in the shipping box. Basically double box the items.

*MSDS will be required for the following countries regardless amount of batteries in your package: Australia, Bangladesh, Brunei Darussalam, China, Hong Kong, India, Indonesia, Japan, Republic of Korea (South Korea), Laos, Macao, Malaysia, Maldives, New Zealand, Pakistan, Philippines, Singapore, Sri Lanka, Taiwan, Thailand, Vietnam

USPS: ships lithium batteries, limit 2 items contains batteries per package, must be installed in the devices

FedEx: ships lithium batteries, no limit