General Service Questions

How does the package forwarding work?

Package forwarding can be explained in 3 simple steps:

1. Use our shipping warehouse address(es) within the U.S.A or U.K. - Ship to Oregon and don't pay the taxes

2. You can use this address for shopping online. After you purchase contact our Customer Service Rep and we will provide shipping quotations to your country you can choose from. Once we receive your order, you will get a notification email from us.

3. You complete the customs declaration and select the delivery method for your country. Pay for shipping and we will take care of the rest.

When do I get my package forwarding address?

As you sign up with Market Guides, you will receive our warehouse addresses and unique suite ID (Account number). You can use these addresses as the delivery address when shopping online.

Where do I find my new address?

It is in the email you received when you 1st signed up. If you haven't signed up please go to www.marketguides.ca/amazonprime.

Or, you can contact us at [email protected].

Please make sure that you use your mailbox number when ordering packages. That way there will be no delay in identifying your package and entering it in your account. 

Is your address a PO Box address?

Our address is not a PO Box address. This means that you can shop even from the online stores that don’t provide shipping to PO Box addresses. We are regular business location which accepts packages during business hours. 

Can you ship to APO, FPO, and DPO addresses?

Yes, we can ship to APO, FPO, and DPO addresses from our California and Oregon locations. Shipping to APO, FPO, and DPO is prohibited from our Florida location. We have a fully dedicated guide for that. Read more about shipping to the military base and diplomatic addresses on our website.

Can I receive also packages from foreign countries or just from the US?

Your address can be used for all packages, even if they are delivered from China or anywhere else.

Are there any restricted countries for your service?

We service all countries in the world except for embargoed countries. Please see the list of countries that we can’t service at the moment.

Crimea

Cuba

Iran

Kosovo

Myanmar

North Korea

Sudan

Syria

Russia

Belarus

Please visit the OFAC Treasury Department’s Office of Foreign Asset Control for more information and a list of countries that are embargoed by OFAC.

How much does it cost and how long does it take to deliver the package to my country?

Feel free to estimate the shipping costs and delivery times with our personal assistant Amy or a Live Rep from Mon - Fri 8am - 6pm.

How can you offer such low rates?

The principle of the package forwarding is simple. We gather a large number of packages in one place. It is much cheaper for shipping companies to pick them up at our warehouse. Thanks to that we can negotiate lower prices and we pass the savings on to you. Read our case study for more info.

Can I return a package?

Yes, packages can be returned as long as they have not yet been shipped from our warehouse. Please follow these instructions on how to request a return.

What if the US online store doesn’t accept my credit/debit card?

It is possible that the store blocks payments made with foreign credit cards. Feel free to read more about the solution on our international payments page.

Customs & Sales Tax

Who fills the customs declaration?

You fill the customs declaration by yourself on each package or you can open a special request to have our team to fill out the customs declaration for you. It is the clients responsibility to properly fill out and declare all items in the customs declaration. If filled incorrectly and customs requests an amended declaration there will be a $15 fee to submit the updated customs declaration.

Due to heightened security concerns surrounding Li-ion batteries, we encourage you to declare your items properly with as much detail as possible,  if the item is new, we highly recommend preceding the item description with “NEW”

 i.e. NEW Samsung Galaxy S10. New Xbox One controller

If the electronic item that contains a lithium battery is used and not a repair, it should state that in the item description i.e. 

USED/NEW CONDITION – Apple iPod Classic 5th Gen 30GBUSED/NEW CONDITION- Sony Play Station Controller

This will help your package clear customs faster, and avoid any returns back to us.

Do I have to complete the customs declaration for all packages?

Customs declaration is required for all packages prior to shipping. The customs declaration must be filled out correctly with the purchase price and quantity exactly like how items are bought from a retail store. All carriers will use this info as a commercial invoice for shipped packages.

When do I need to pay for customs?

Once the package sent by us reaches to your country and will be checked by your local customs, they (or the carrier) will get in touch with you with further instructions about the payment.

The recipient is responsible for clearing packages through customs and taking care of all Duties and Taxes that may apply.

Do I have to pay for the US sales tax?

Sales tax is a tax that is collected by the seller for the sales of goods and services. The catch is that every US state has a different sales tax rate. We offer addresses in California and Oregon. The Californian sales tax is approx. 9.5%. However, our Oregon address doesn’t have any sales tax. Oregon warehouse is available for Premium membership.

Insurance & Claims

Do I have to pay for the insurance?

We strongly recommend that you always select insurance on your packages. When you pay for the insurance that costs a few dollars, you will get a refund if your package is damaged or even lost.

The delivery methods by DHL and FedEx have insurance included in the shipping price.

What if my package gets damaged or lost?

You did pay for the insurance:

Open a claim ([email protected]) and give us some time to process it:

Lost package – The refund includes the price of the shipping, the value of the package stated in the customs declaration, and costs of additional services (the cost of additional services only applies to packages misplaced in our warehouse, not to packages lost during transportation).

Damaged package – You will get a full refund for the price of the item damaged based on the value declared in the customs declaration.

You did not pay for the insurance:

If insurance is not purchased, A claim cannot be opened, and no compensation of the (shipping and or declared value) would not be provided in case of lost or damaged packages.

The delivery methods by DHL and FedEx have insurance included in the shipping price.

Restricted & Prohibited Items

What are the restricted & prohibited items from international shipping?

Like all of the carriers, we can not ship any of these items:

Combustible, flammable items (gasoline, paints, oil, etc.). Pressurized cans, aerosol can products (hairspray, paint spray can etc.)Hazardous materials and corrosive material (chemical, industrial chemical etc.). Agriculture and produces (live or dead plants, seeds, animals, fur, fruits etc.)Monetary items (coins, precious stones, cash, precious metal etc.). Drugs (prescription drugs, illegal drugs of any form, THC etc.). Adult toys cannot ship to certain countries. If any issues arise with Customs or package is return, Planet Express will not be held Liable. Pornography (DVD, magazines, photos ect.) Stand-alone Lithium-ion battery (PI965) and battery packs are prohibited to be shipped by Planet Express. We can only ship items that contain Lithium-Ion Battery (PI967) and items that packed with Lithium-Ion Battery (PI966)Any electronic device containing batteries that is Repaired, Damaged, or For Farts condition CANNOT be shipped using any USPS shipping method. All electronics contained batteries must be in NEW or USED and in working condition.DHL does not accept two different battery declarations in the same shipment. PI967 (Lithium Ion/Metal Batteries contained in equipment) and PI966 (Lithium-ion batteries packed with equipment) cannot be combined in one package when being shipped out by DHL.Corrosive, Explosive, Flammable, Compressed/Pressurized items, a Chemical solution of any form, Hazardous MaterialsTobacco/Nicotine products are a restricted product and can’t be sent. (Cigars, Cigarettes, Vapes, E-cigs, Vape Juice ect)Perishable itemsHuman or animal remains, live or dead animals or plantsIdentificationElectronic equipment or equipment requires ECCN (Export Control Classification Number).Firearms or firearms parts, rifle scope, red dot sight, ammo, parts, accessories and any items under the restriction of ITAR, Department of Commerce, US Customs Border Protection, or US Department of Treasury.Knives, Blades, Sword ect cannot ship via DHL, Planet Mail, Yamato, and USPS anywhere in the world.Knives, Blades, Sword ect cannot be shipped to Australia, or the UK with any of the shipping methods available.Essential oils cannot be ship via any USPS shipping method anywhere in the world.Electronics containing batteries in Refurbished, for parts, or for repair need to be shipped via FedEx or DHL shipping methods. Using USPS shipping methods will cause delays and returned packages.

These items are restricted and prohibited by our carrier and the US government, some items are legal to ship according to US regulations and our carrier, however, it is best to check with your local customs office for the legality of importing your items.

Are there some limits on how many batteries can be inside of the package?

Yes, there are some limitations. We cannot send standalone batteries (PI965) at all. We can ship PI966 and PI967. Every delivery method has different limitations. You can find them here.

Can you ship e-liquids and accessories?

Unfortunately, as for right now we cannot ship out e-liquids due to recent regulation in the US.

Can you ship alcohol?

Yes, we can ship alcohol via DHL from our California and Oregon warehouses Read this article for more details.

Can you ship credit cards?

Yes, we can ship credit cards, however, you have to notarize yourself via Notarycam. Please, visit our USPS 1583 page for further info on how to notarize your address.

Can you ship perfume and nail polish?

We can ship perfume and nail polish with Fedex Only. The limit is each bottle has to be 30ml /1fl oz and under, and no more than 15 bottles in one package, nail polish and perfume cannot be mixed within the same package. With Aramex bottles up to 500ml can be shipped for the following countries Only: UAE, Oman, Saudi Arabia, Egypt, Jordan, Qatar, Bahrain, Iraq, UK, Mauritius, Kuwait, Libya, and Singapore. $15 Dangerous Goods Processing fee will apply.

Packages & Tracking

What is the USPS 1583 form?

The U.S. Postal Service Form 1583 (USPS 1583 form) is required from USPS from all customers. It simply allows us to receive your mail and packages. You have to accept this form in order to use our services. Read more details about the form here.

What if the package is delivered to your warehouse but does not show up in my account?

There is probably a missing suite ID on the package. This means we don’t know to which account are we suppose to link the package. Please, send us the tracking number of the package and proof (invoice, the screen of the order…) that the package belongs to you to our email [email protected].

Can I pick up my package?

Local pick up are possible from our California and Tualatin warehouses only. In person pick ups are $12 per package, $10 for the pick up request and $2 for the processing. Auction items must be shipped, in person pick ups are not allowed.

How can I track my package(s)?

Read our fully dedicated guide on how to track packages.

How many days of free storage do I get?

45 days for free and 7 days for free for packages that were consolidated. Then we charge storage fees based on our pricing.

What carrier is used for Planet Mail and USPS once the package reaches the destination country?

Our Sister company and USPS are delivered by a local postal service in the destination country. For example, if the package is sent to Germany, it will be delivered by German Post across Germany.

Security and Data Protection

My account is suspended for security review, what should I do?

If your account is suspended due to payment issues or any other reason, contact our support at [email protected] so we can help you resolve the problem.