Colis

  • How is the shipping rate calculated?

    The shipping rate for each parcel is calculated at mail out and is dependent on the destination, carrier selected, weight of the package, dimensions of the box and declared value.  You can use our Shipping Calculator to estimate shipping rates based on these criteria.

  • What is dimensional (DIM) weight?

    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.

  • How long can I store my package in the warehouse?

    Packages can be stored for up to 180 days in our Minden, Nevada warehouse. All other warehouses (California, Oregon, and Austria) provide storage time for up to 90 days. 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.

    For example:

    - If your package has been expired for 10 days, you can extend the storage for that package for $17 USD ($10 + $7), which will give you an additional 7 days to mail out that package.
    - If your package has been expired for 23 days, you can extend the storage for that package for $28 USD, which only give you 5 more days of storage, for a total of 28 days extended storage.

    We make every effort to notify you of any packages approaching their expiration date. Please ensure that you have [email protected] 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.

  • Can I or someone I designate pick up my package in person at the Shipito warehouse? How would I do it?

    Yes, you or a designated person (friend/family member) can pickup packages locally at all our warehouses. 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 processing or any other fees. You must bring a valid photo ID to pick up your package.

    Hours for Local Pickup:

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

    local pickup
  • My package states "Delivered to the warehouse," but is not in my account. Where is my package?

    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.

  • What happens if I forgot my suite number when ordering with my U.S. address online?

    Normally there is no issue and the package will be entered into your account. However, if your package was delivered and is not entered into your account within 1-2 days, we will conduct an 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. There are additional fees incurred if your package arrives without the proper address, including your suite number.

  • My carrier stated that they were not able to deliver my package. What happened?

    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.

  • Will you notify me after my package arrives to your warehouse?

    Yes, we will email you once your packages are checked in and entered into your account.

  • What do I do after my package is received into the warehouse?

    After your package has been processed into our warehouse you need complete the customs declaration form. Once the declaration is done, the package can then be scheduled for mail out by choosing the carrier, insurance, and having the necessary funds available in your Shipito account.

  • When is my shipment going to be mailed out?

    Most mail out requests are completed within 1-2 days. Depending on time zones, weekends, U.S. holidays and carrier pickup schedules, times may vary.

    We get daily pickups from the following carriers:

    • USPS - Daily
    • FedEx - Daily
    • DHL - Daily
    • Airmail - Daily
    • Aramex - Daily
    • Shipito Preferred with AU Post - Daily
    • Shipito Preferred with DPD - Daily
    • Boxberry - Friday Only
  • How do I place a consolidation request?

    Placing a consolidation request is simple. View our consolidation tutorial.

    If you are a Premium member you have access to our consolidation service. Please refer to our fee schedule for associated costs.

  • Are there fees associated with a consolidation?
    Yes, there is a consolidation fee for each package you choose to consolidate. Our Premium members have access to use our consolidation service. If you are a Standard member interested in trying a consolidation, you can upgrade to Premium for a month to try out this service
  • I don't see a price for shipping when placing my consolidation request. Why is that?

    Shipping rates for a consolidated package cannot be determined until the consolidation has been completed. Shipping rates and available carriers are based on the dimensions and weight of the package. This information will be updated in your account once the consolidation has been completed and a new package ID assigned. You can get an estimate from our shipping calculator.

  • Are there any restrictions on items I can send through Shipito?

    Yes, please refer to our Prohibited and Restricted Items list.

  • How can I return my package to the merchant?

    There a couple of ways that you can return a package to the merchant. To learn more, please view our our returns tutorial.