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 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. 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. 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 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:
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.
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 9 am - 5pm Monday - Friday except U.S. holidays.