To ensure your shipment is delivered safely and on time, it may be placed on hold if it doesn’t meet certain requirements. If this happens, we’ll notify you by email. Please review the common reasons below. Your quick response will help avoid delays and keep your shipment moving smoothly.
If the hold notice references a package number or record you cannot find in your account, please contact support to confirm the details. In some cases, an extra reference can be created during workflows such as pickup cancellations or returns, and you may not need to take any action.
If you believe the package was already returned to the sender/merchant and is no longer in the locker/warehouse, please ask the sender/merchant to confirm the return or pickup using the tracking number, then share that confirmation with support so we can help resolve the hold notice.
Shipments with a declared value over $800 cannot be shipped internationally using the Delivered Standard service due to customs and courier rules.
If your shipment exceeds this limit, you’ll need to choose a different courier.
Some carriers do not accept certain items. Please check the list below before selecting your shipping option:
UPS : Batteries and perfumes are not allowed.
Korea Post : Food items, batteries, and perfumes are not allowed.
Delivered Standard: Food items are not allowed.
If your package contains any restricted items, please select a different carrier that accepts them.
If you’ve already paid the shipping fee, an extra charge may apply to cover any difference.
We recommend checking these restrictions in advance to avoid delays or unexpected fees.
Some countries have specific import restrictions or requirements. Please review the list below:
Country | Restricted Items / Notes |
|---|---|
Spain | Cosmetics, food, perfumes |
Belgium | Food |
Vietnam | Used goods |
Australia | Assembly Order Shipments (Combining items from different suppliers into one package is not allowed) |
Brazil, Mexico, Argentina, Chile, Indonesia | Tax ID is mandatory; shipments missing Tax ID will be restricted |
If your shipment contains restricted items, you may redirect it to an alternative address if necessary.
Please note that import restrictions may vary and change without notice. For the most accurate and up-to-date information, we recommend contacting the customs office of the destination country before shipping.
To avoid delays or delivery problems, please make sure your shipment address does not have any of the following issues:
Undeliverable addresses (e.g., P.O. Boxes, military bases, or locations not serviced by couriers)
: Please provide a valid physical delivery address within the courier’s service area.
Incorrect or mismatched address details (e.g., country, city, or state)
: Double-check and correct the address information to ensure it matches the official postal address.
Addresses not written in English
: Please provide the address in English to help us process and deliver your shipment smoothly.
To ensure smooth customs clearance and delivery, please check the following before placing your order:
Incorrect declared value
: Make sure the declared value on your shipment matches the actual price of the item.
Incomplete or inaccurate item descriptions
: Provide clear and detailed descriptions for each item to avoid customs delays.
Incorrect or missing HS Code
:Select the correct item category so we can assign the right HS code for customs processing.
Missing invoice for items under $4 (UK & Spain only)
:Attach a valid invoice or receipt for items valued at $4 or less when shipping to the UK or Spain.
Items declared at USD 4 or less can still be shipped at the registered value. However, the destination customs authority may request supporting documents (such as a purchase receipt or proof of payment) during customs clearance, so please keep those records available.
On the Commercial Invoice, only the declared value of the package is shown. Shipping fees, service fees, and Bubble Packing fees are not included in the declared value.
If the declared value on your shipment does not match your receipt or proof of purchase, the carrier or customs may place the shipment on hold. If this happens, please contact us with the details so we can check whether a corrected declaration or invoice needs to be submitted.
Even for personal belongings (items you already owned), a declared value is still required for international shipping. Please enter an estimated current market value for each item.
For customs clearance, it is recommended to declare all items that are actually included in the package (including any extra gifts). If you must select a single category, choose the one that best represents the package’s main item.
If customs or the carrier requests additional documents to release a held shipment, we may be able to provide a Commercial Invoice and other supporting information after the shipment/order is placed.
Send the requested documents either directly to your local carrier office (for example, FedEx) or send them to support so we can forward them on your behalf.
If requested, provide more detailed item descriptions and basic measurements (such as length/width/height) to help the carrier update the customs paperwork.
If you need proof of shipping-fee payment, we can share a screenshot of the shipping fee payment record. We do not issue a separate shipping invoice.
Applicable customs duties and taxes generally still must be paid, either in advance (prepaid) or upon delivery/collection by the carrier. When available, the prepaid duty option is offered only for U.S.-bound shipments at checkout.