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The DIM weight refers to the dimensions of the package and how they are used in the calculation of the weight of a package based on size rather than the measured "gross weight". To price international shipping, carriers charge the greater of either the actual weight or DIM weight based on the size of the box. This means as an example that a 2lb package that has large dimensions like 18x30x4, like a pillow for instance may actually be charged at a weight 13lbs depending on the carrier. DIM weight calculations vary by carrier. Please see our Shipping Methods page for each carrier’s calculation formula.
Weight and size limits vary by carrier. For the most accurate information, please check out our Shipping Methods page.
Yes, there is a heavy package surcharge applied to any package 30 lbs or heavier.

Heavy Package Surcharge
  • Over 30 pounds – $10
  • Over 70 pounds – $20
  • Over 100 pounds – $30
  • Over 150 pounds – $50

UPS Fees
  • International
    • All packages with a weight over 70 lbs will incur a $15 oversized fee.
    • All packages with a max length of 40” or above will incur a $50 additional DIM fee.
  • Domestic
    • All packages with a weight over 50 lbs will incur a $24 oversized fee.
    • All packages with a max length of 40” or above will incur a $50 additional DIM fee.

Free Accounts can store their packages for up to 7 days at our Hawthorne, California and Austria warehouses. Premium Members receive 45 or 60 days of storage depending on their membership level. Premium Members may store their packages for up to 90 days at all warehouses (Hawthorne, California; Tualatin, Oregon; and Austria) when you choose extended storage as a benefit. 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. If you choose 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. Once package storage has expired the package will be considered abandoned and will be disposed of immediately.

We make every effort to notify you of any packages approaching their expiration date. Please ensure that you have 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." Pay for your $20 pick-up fee along with any accrued service fees prior to pick-up. You must bring a valid photo ID to pick up your package. If someone you designate is picking up your package, they must be listed in your account.

Hours for Local Pickup:

  • Hawthorne: Monday-Friday 10am-3pm PDT
  • Tualatin: Monday-Friday 10am-3pm PDT

Many thousands of packages are delivered to our warehouse each day. Depending on the time of year, after a package arrives at the warehouse it can take up to 2 business days to appear in your account (Monday-Friday in the United States, excluding U.S. Holidays). If your package does not appear in your account after 2 business days, then there is a possibility we were not able to process your package.

If you believe this is the case, please submit a support ticket providing the tracking number and any other additional information about your package to assist our investigation.

Please immediately enter your package and tracking number in the Expected Package section of your account to help with locating. When there is no suite number on a package or if the name on the package does not match the suite, the package will be placed the unclaimed packages account. We will take photos of the contents to help match the package to the owner and fill out the customs declaration form. Content Photos and Customs Declaration fees will be assessed to the package. If your package was delivered and has not been entered into your account within 2 business days, please submit a support ticket, providing the tracking number and any other additional information about your package to assist our investigation.

The carrier may have been trying to deliver the package outside of business hours or on Sunday. Please ask your carrier to only attempt delivery 9am - 5pm Monday - Friday except U.S. holidays.

We will email you once your package is checked in and entered into your account. Make sure to check your spam box if you don't receive an email.

There will also be a notification within your account even if you are not getting our emails.
After your package has been processed into our warehouse you need to click action required, select your package, and complete the customs declaration form. At this time, you may also make any special requests. Once the customs declaration is done and all requests have been completed, the package can then be scheduled for mail out by choosing ready to ship. From this point you select the carrier, insurance, and pay for your package to be shipped.
Yes, please refer to our Prohibited and Limited Items list.

Important Note: This list is not comprehensive and that restrictions are constantly changing. We'll do our best to update this page as we receive notices from our carriers but ultimately you are responsible for ensuring that the items you purchase comply with all government and carrier restrictions.

Sometimes, products are legal to buy in the USA, but are not legal to ship to your country. Check with customer support if you have any question about prohibited or limited items.
Yes, we charge a $2 USD processing free for Premium Members and a $3 USD processing fee for a Free Accounts for each package we receive into your account. This fee is added to the total package cost to ship as a separate cost. 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.