Customer can pay by credit or debit card such as Visa, MasterCard, American Express and Discover. Currently, we accept payment in US currency only.

ExpPackage will not charge your card until we review and process the order. Your card will usually be charged within 1 business day after the order is submitted.

The main reason is customer mistakenly entered wrong credit card information. We strongly suggest customer to double check their payment information before submission. However, there are many other reasons that lead to credit card decline:
- There are not enough funds on your card.
- The credit card is not open to international transactions (non-US credit cards only).
- The credit card issued bank has placed high levels of security measures on your card.

Because the issued bank will not provide us detailed information as to why your credit card was declined, we suggest you contact your bank directly to check and solve the possible issues.

We strongly suggest you ship hard case luggage for a long international shipment. Please be advised that soft case luggage or duffle bags may be refused by our carrier partner for contents safety concerns. If you are shipping a soft case luggage or duffle bag internationally, we suggest you put the bag inside a double walled box. Please use the box size and weight for a shipping quotation

There are items that cannot be legally shipped per delivery carrier policies and import country laws. The lists are not exhaustive, and it can vary by carrier and destination country, but the following are the most common prohibited items:
- Alcoholic beverages
- (Lithium) Batteries
- Currency
- Flammable liquids such as alcohol, nail polish, perfumes, and cigarette lighters
- Medicine
- Plants and animal products such as leather and fur
- Pressurized containers such as aerosols and hair sprays.

Please keep in mind this is just a general list. Consult your destination’s customs website for detailed information. Please check our Terms and Conditions for more details.

Alcohol-containing commodities such as perfumes, and pressurized containers such as hairspray, cannot be shipped as these are flammable. We strongly suggest not to ship these items as this will cause your shipment to be returned.

Non-flammable, non-corrosive, non-explosive, non-odoriferous and non-hazardous liquids are acceptable to ship if sealed inside a waterproof container. Paste and gels are often considered liquids. Please protect your contents against breakage and leakage.

Other toiletries can be shipped and imported without potential risks. However, we cannot guarantee this will always be the case as safety policies and regulations tend to change over time. We suggest you provide a detailed list of the toiletries you want to send so we can inform you on time whether it can be shipped or not.

Our insurance does not cover:

- Cosmetics damage of the luggage, including but not limited to cosmetics wear or tears, scratches on your luggage, broken or missing wheels, straps, pockets, pull handles, hanger hooks or other items attached to baggage.
- Fragile items including any breakable or temperature sensitive items.
- Glassware including but not limited to signs, mirrors, ceramics, porcelains, china, crystal, glass, framed glass, and any other commodity with similarly fragile qualities.
- Electronics including but not limited to laptops, cameras, personal computers, stereo equipment, personal audio devices, cell phones, TV.
- Antiques, collector’s items, precious metals and gems, works of art, precious jewelry.
- Any of the prohibited items listed in our terms and conditions.
- Any items damaged because of improper packing.

Please be advised our insurance does not cover the loss or damage arising from the following circumstances:
- Acts of Nature or God
- Consequence of War or Terrorissm
For more details, please check our Terms and Conditions .

NO. Your Envelope/Pak/luggage/case must be unlocked for international shipments. However, you can use cable ties to “lock” your bag. You can obtain free cable ties from a staffed FedEx location

The carrier and local customs authorities have the rights to open your bag and check the imported contents. Your baggage risks being returned if it cannot be opened by the carrier or customs officers. ExpPackage is not responsible for delays or issues caused by a locked luggage

Once your order is processed, you will receive your shipping documents by email, which then will need to be printed out and attached correctly to your luggage or box. If you are in the United States and have placed your order 2 to 3 business days before the shipping date, we can mail you the shipping labels as well as luggage tags, label pouches, and cable ties (if applicable). This service is free of charge, but it is not guaranteed always available for all shipping services.

Yes, we can pick up from the hotel you are staying at for your convenience. Please:

• Always check with the hotel reception desk/concierge office if they can hand over the package to the carrier on your behalf.
• Inform the reception desk/concierge office the pick-up date and time window.
• Add the room number, hotel contact name, hotel phone number, and pick-up location to the remark area when you place your order. Please contact us by email at cs@shiptobox.com or the carrier’s customer service hotline if you want to update us with any additional pick-up information.
• If the hotel staff is attaching the labels for you, please timely forward shipping labels and instructions to them. The shipment should be securely labelled before the pick-up time frame begins.

No. The courier will not call or email you on the pickup date. Make sure the courier has easy access to your shipment and please have someone handover the shipment to the courier at the pickup location.

No. However, the tracking number record will update to "picked up" a few minutes after your package is scanned. Please make sure the pickup person scans the label barcode of each package in front of you before leaving the location, so the tracking record updates. Otherwise, your package may be deemed as "not picked up" by the courier, and we will be unable to file a claim for any shipment exceptions.

• Double check the pick-up date, timeframe, confirmation number, and notes we emailed you. If any information is incorrect, please contact us immediately at 1 888 906 3909 or email us at cs@shiptobox.com
• Make sure your luggage/box is packed and labelled correctly per our shipping instructions. Everything should be ready before the pick-up timeframe begins.
• Make sure you have taken picture(s) of your labeled luggage and emailed it to us.
• The courier will not call or email you on the pick-up date. Please make sure the courier has easy access to your shipment, and you or someone can hand over the shipment to the courier at the pick-up location.
• If your shipment is not ready before the pick-up time, you may reach out to the carrier directly. You can update the pick-up time by providing the pick-up confirmation number, and pick-up address. 󠇉
• Make sure the pickup person scans the barcode of each package.
• Your package can be tracked after it has been picked up and tendered by the carrier. You may track your shipment at our tracking page: https://exppackage.shiptobox.comtracking.html

You may drop-off at any carrier staffed shipping center. Please click here to find the nearest drop-off location. We strongly suggest you drop-off your shipment at a nearby carrier staffed office so you can request the drop-off receipt and other labeling supplies.

Please DO NOT drop-off your shipment at a carrier drop box. ExpPackage does not provide drop box drop-off service.

• Confirm the latest pick-up time of the service (Ground or Express) with the carrier’s location if you want your shipment to go into transit the same day you drop-off.
• Ask for free label pouches, luggage tags, cable ties, and packaging supplies at the drop-off location (you may need to show your prepaid FedEx or DHL label to acquire these materials).
• Make sure your luggage/box is packed and labelled correctly per our shipping instructions.
• Take a picture of your labelled shipment with the shipping labels facing the outside once inserted into the shipping pouch. 󠇉Email the pictures to us so we can check each piece is safe and secure.
• Ask for a drop-off receipt at the drop-off location before leaving the vicinity and email us the labelled luggage picture before the drop-off (so we have evidence for insurance reimbursement, open trace or file claim with carrier for shipment exceptions).

You can track your shipment on our tracking page, or our logistic partner’s tracking page. Tracking links: FedEx: http://www.fedex.com/us/track/ DHL: http://www.dhl-usa.com/en/express/tracking.html?nav=

Yes, ExpPackage will monitor and keep track of all shipments until delivery. Our in-house shipping experts will timely communicate with you and the carrier for any shipping exception.

We can collect from most standard addresses worldwide. However, if you are sending to or from an area outside of the daily rounds of the carrier’s network, it may be designated as a "remote area". Typically, remote areas are places such as ski resorts and rural locations, and in some cases, it may be a standard populated area which our partners do not yet service as part of their daily route.

When sending to or from a remote area, an additional fee will be applied. We will inform you before your order is processed.

No, it is not necessary for you to stay at the destination address to receive the delivery. Family, relatives, friends, employees, residence doorman, or any other authorized person can accept the package on your behalf. A delivery signature is required for all international shipments. If you are shipping your items to a hotel, please check with the hotel if they can accept it for you in advance. If you are shipping items to a school, please check your campus delivery or mail room policies before booking your order.

A detailed packing list with item name, quantity, and value is always required by customs department of both export and import country.

If you are travelling and sending your used personal effects or sport equipment ahead, the customs of destination country may require your passport, visa, and travel itinerary copies to confirm the goods are intended for personal use and have no commercial value or are not intended for other purposes. In most cases, this will allow used personal effects to enter the country without customs delay.

Occasionally, the customs of the destination country may ask for additional documents based on the item(s) you are sending. We recommend our customers to fully comply with customs in order to have the shipment cleared and delivered as promptly as possible.

Please contact us at 1 888 906 3909 or email us at cs@shiptobox.com if you have any question.

Any international shipment is subject to customs clearance and may be levied duties, taxes and/or related customs fees by the customs of destination country regardless of the shipment purpose and value. Please be advised ExpPackage shipping fee DOES NOT include duties, taxes and related customs services fees. Customer is responsible for any duties, taxes, and related customs charges if applied (such as storage fee, brokerage fee, etc).

If any duties, taxes or related fees are due, you will be contacted by the local shipping carrier. If for any reason the call is missed or cannot be reached, you may need to contact the local carrier directly for payment instructions.

There are few instances where our carrier partner will pay in advance the due fees to customs to have the shipment released and avoid further delays, if customs allows. When your shipment is dispatched for delivery, the customs charges need to be reimbursed to carrier before your shipment can be finally handed and delivered to you.

If your shipment is time sensitive, we suggest planning in advance, shipping at least one week before your travel, or contact us. There are many reasons that triggers customs delay, such as:
1) Missing or incomplete customs document(s)
2) Customs investigation or inspection
3) Requesting further information or document(s) from consignee
4) High volume of shipments for clearance
5) Due payment (applied duties and taxes and related custom services fee)
ExpPackage team will monitor every shipment and timely communicate with the carrier and customer for any customs delay. Please contact us at 1 888 906 3909 or email us at cs@shiptobox.com for additional information

Any international shipment is subject to customs clearance. A detailed item list with item name, quantity, and value of your shipment is required by customs departments of both export and import country. To avoid customs delay, please fill in the item list and provide a full and completed item information in order details page.

Please contact us at 1 888 906 3909 or email us at cs@shiptobox.com if you need further assistance.

If you travel and send your used personal effects or sport equipment ahead, the customs of the destination country may require a copy of the consignee passport and visa to confirm the goods are intended for personal use and have no commercial value or are not intended for other purposes. In most cases, this will allow personal effects to enter the country without customs delay.
You can upload your passport and visa copy in order details page, passport information part.

If you are not comfortable providing us these documents, you may omit it and provide it directly to the local carrier if it is required.

If you travel and ship your used personal effects or sport equipment, we recommend our customers to provide the travel itinerary to the customs authority. Clearing personal effects through customs is different from clearing a commercial shipment. The customs authorities will require proof that the owner of the goods intends to remain the owner. The easiest and quickest way to demonstrate that you intend to remain with the items is to show that you have travelled with them, or plan to do so in the future.

You can upload and fill in your travel itinerary in order details page, travel itinerary part.

If you are not comfortable providing us this information, you may omit it and provide it directly to the local carrier if it is required.