FREQUENTLY ASKED QUESTIONS
Because shipping 5 pillows (although lighter in weight) costs more than a laptop! Let us explain.....
Actual weight is the weight of the package when put on a scale.
Dimensional weight is based on the size of the package.
When shipping any item through "AIR", couriers charge the higher of the two (DIM vs ACTUAL) because of the space it occupies in the plane's cargo area.
So therefore, large items that have a low actual weight relative to their size, like pillows and lamp shades, will result in a larger dimensional weight.
Dimensional weight is calculated by multiplying the dimensions of an item and dividing by the industry-standard "DIM Factor" of 139:
Charges based on Dimensional Weight in lbs = Length x Width x Height (inches) / 139 Charges based on Actual Weight in KG = Length x Width x Height (cm) / 5,000
ShipByMail is unable to help third parties with their tax refunds.
If you choose to make the purchases yourself and ship to your ShipByMail address, the merchant will levy taxes (if applicable) on your purchases.
Yes you can use our Canadian Re-shipper Services once you receive your dedicated address from us, after you have completed our registration and fraud verification process.
Please ensure all your shipments include the ShipByMail facility address and your unique suite number. Any packages shipped to ShipByMail with an incomplete or inaccurate address will cause delays.
ShipByMail members can order clothing, shoes, baby accessories, electronics, sports equipment, almost anything which is sold online.
In order to minimize the shipping costs you can consolidate your packages and ship them together.
Shipping chemicals, alcohol, flammables, explosive and/or sharp items, illegal drugs and weapons are strictly prohibited. Some countries may have restrictions on cash, currency, checks, bonds, jewelry, vitamins, dietary supplements, cosmetics, grocery products, cell phones and cigarettes. Please check your country's customs regulation.
Depending on the volume incoming parcels, it usually takes between 1-2 business days for your parcel to be processed during which the following takes place:
• Matching (ensuring that packages are assigned to their rightful owners)
• Package condition checks (e.g., for leaking/damaged packages)
• Inspections for International Air Transport Association (IATA)
• Repacking and adding of protective materials for international shipment (if necessary)
Once your package has been assigned to your account, you will subsequently receive a system-generated email informing you that it is ready for international shipment. We will also notify you in case of any issues with your package.
From there, it will take between 2-7 business days to reach your home address
No, your Suite ID is unique and dedicated to your account. It is very important that you use the Suite ID which is assigned to you when making purchases with the merchant to avoid delays.
To EXPEDITE your DIY shipment, notify us of your incoming shipment on your DASHBOARD by entering your tracking number and the value of your incoming shipment.
Yes. Simply contact the retailer you have purchased the item from for all exchanges and returns. You can use your Canadian address to receive your refund checks. Item exchanges and returns are between you and the retailer and ShipByMail does not take any responsibility for these transactions.
We can assist you to return the items using the return label, if any. Without a return label, we will bill your account for the shipping expenses incurred on your return.
Most Canadian merchants are set up to accommodate international shoppers, but at times our members will encounter a Canadian retailer that:
1. Only accepts Canadian credit cards and/or a Canadian billing address
2. Requires payment through PayPal or money order
3. Won't accept payment by check or wire transfer
Fortunately, ShipByMail’s BuyForMe service removes these obstacles, giving you access to more of the products Canada has to offer!
Simply provide our BuyForMe team with your order information, and they will purchase the goods for you.
The payment method on your account with ShipByMail will be charged the cost of the order, plus a small processing fee.
BuyForMe may require a wire transfer if the Personal Shopper order exceeds CDN$300, or if you have been a member for less than three months.
If you plan on sending us a Wire Transfer, please contact us for details as well as important information. There is a CDN$15 fee for each wire transfer.
Once you have placed an order, you can click History to see a list of your recent orders. If an order can be modified, you will see the options Edit or Cancel displayed under the order number.
Click the appropriate option and make any necessary changes. Be sure to complete the checkout process again, as this sends the changes to our BuyForMe department for processing.
Please note: ShipByMail cannot modify or cancel a BuyForMe order once it has been placed with the seller. If you decide you do not want the purchase, please check with the merchant's website regarding their return policy. If returns are permitted, please notify our BuyForMe department to request that the order is returned when it arrives in your suite.
A CDN$15 fee applies for all returns, in addition to the return shipping cost. Once the vendor receives the returned package and issues a refund, we will credit your ShipBYMail account for the refunded amount. BuyForMe service fees are not refundable.
All Personal Shopper orders are be sent to the ShipByMail facility, and cannot be shipped to any other addresses. To ensure all items are received correctly, ShipByMail opens and inspects each order for accuracy. Photos of the items are also taken so the member can verify the order before shipping.
Irrespective of whether the goods that you purchased are for resale or personal consumption, new or used, you have to accurately declare the value accurately.
You may face delays, fines (from your country's customs department) or insurance claims rejections if values are inaccurately declared.
- Controlled substances such as but not limited to MARIJUANA, THC PRODUCTS, and EPHEDRINE
- Certain food products (please check with us prior to ordering)
- Firearms and accessories
- Logs (wood)
- Military and strategic goods
- Softwood lumber
- Bodies, bodies parts of humans or animals
- Live animals
- Precious metals, currency, bonds, bullion, etc
- Hazardous Waste
- Fish and seafood
If you are unsure if we can ship your items, please contact us
We would also help you to find out the restrictions of your country if you send an email to