ShipAndStorage FAQ/Help Center

We recommend planning your shipment as early as possible to decide:

• estimated shipping date.
• estimated delivery date(we suggest one day before you arrive the destination at the latest).
• estimated package type and quantity.

Please plan the shipment trip ahead and ship your bags earlier through our economy services. This will help you exponentially in both savings and avoiding delays. Check price to find out your available shipping options now!

We accept bookings online. Although we provide same-day booking services, we strongly advise customers to book at least one week ahead for US domestic shipment, or two weeks ahead for international shipment. Booking ahead of time can be of great benefit as you can assess all the shipping services that are most suitable for you as well as the best price.

To book online at our website ShipAndStorage.com, you just need to:

1. Provide "from" and "to" country or postal code, select the shipping date and choose the type of baggage/box you are sending
2. Select the shipping service most suitable for you and login/sign up your ShipAndStorage account.
3. Fill in the shipping and payment information, and submit the order.

An order confirmation email will be sent to your email account.

We will process your order and charge your credit card the same day or the next business day after reviewing your order. If your shipping date is within 10 days from the booking date, we will email you the shipping document once we process the order. If your shipping date is 10 days or a later time from the booking order date, we will email you the shipping document on the first business day within the 10-days timeframe. Please be advised that we are not able to create shipping labels in the carrier’s system 10 days (or more) before the shipping day.

If you are in the United States and submit your order 2 to 3 business days before the shipping date, we will try to mail you shipping labels and labeling supplies using FedEx standard 2- or 3-days service. A notification email will be sent to you once we ship out the label envelope. This service may not be available for those orders with Basic service. Overnight and international label delivery services are available for urgent shipments, additional fee will apply.

Along with shipping documents, we will email you detailed packing, locking, and labeling instructions. Please follow all instructions correctly, and securely pack and label your luggage/bag/box. Please lock your luggage/bag for domestic shipment. For international shipments, please DO NOT lock your luggage/bag with a TSA lock or related, use cable ties to secure your bag instead. Make sure to have everything ready before the scheduled pick-up timeframe begins or before you drop-off at a nearby carrier location. Please contact us at 1 888 906 3909 if you have any questions about your shipping documents, service features, and on how to pack your items and label your luggage/boxes correctly.

We provide flexible shipping options for your package(s). If you request a pickup for your shipment, we will send you a pickup confirmation number as well as pickup instructions by email two business days before the shipping date. We can pick up at your home, office, hotel and other locations all around the world.

We advise all our customers to consider dropping-off as it can save you the cost of pickup fees as well as time. You may drop-off your package at over 50,000 carrier locations all around the world. Find a shipping center location near you and our drop-off instructions as a general guide to drop-off.

A delivery notification will be sent to you by email on the delivery date. We will deliver your luggage or boxes directly to your door at the delivery address. If you are not able to accept your package on the delivery date, you may request a delivery without signature or to deliver to a carrier location for shipment hold service. Usually carrier can hold your shipment at a nearby location for a maximum of 5 days for free. If you want to hold the shipment for more than 5 days, please reach out to us for our free warehouse services.

You can enjoy free storage for up to 6 months if you use our shipping services from your location to our warehouse, and from our warehouse back to you. Free storage starts as soon as your packages are delivered to us. You can continue storing after the free 6 months, but the storage fee of $10/package/month will start applying.

If you only use our shipping services once, free storage does not apply, and you will be charged a storage fee of $10/package monthly. For example, if you only ship to us to pick up later in person, or drop off in person at our location to ship to you later, free storage does not apply.

If you would like to continue storing after the free 6 months, the storage fee is $10/package/month.

There is NO free storage if you don’t use our shipping services from you to us and from us to you. Storage fee will apply as soon as your packages are delivered to us.

Yes. You can come in person to pick up your packages from the facility. Let us know at least 2 business days in advance, so we can have your packages ready for pickup.

Please note that if you select this service, free storage does not apply, and you will be charged the storage fee of $10/package/month starting from when your packages are stored to when you pick up.

Yes. You can walk in and drop off your packages at our storage facility and ship it to you whenever you need.

Please note that if you select this service, free storage does not apply, and you will be charged a storage fee of $10/package/month starting from when your packages are dropped off at our facility until when they are shipped to you.

Currently, we only have two main storage facilities in the East Coast: New Castle DE, and Manhattan NY. But we are working to expand to other US cities soon!

ShipAndStorage understands that plans can change. We will process a full refund if you cancel your order within 24 hours after your order was submitted and no shipping labels were yet provided to you.

If you cancel your order after 24 hours from when your order was submitted, or the shipping labels have already been provided to you, there will be a 20 USD cancellation fee charged to your account. The refund will be processed within 15 business days.

Cancellation refund is processed within 15 days of the cancellation request.

Surcharges refunds are processed after the courier can verify the incorrect charge based on the picture evidence you provided before shipping.

Before checking the price, please have the following information ready:

• Origin and destination zip code or city name.
• Shipping and delivery dates.
• Luggage/package type and estimated weight and size.

Check the luggage size and weight carefully and select the correct luggage type for a more accurate quotation and price. You can find detailed size and weight instructional pictures by moving your mouse cursor on each type of item(s) in our pricing page.

For special shipping requirements, please call us at 1 888 906 3909 for a quotation.

Selecting the correct luggage/box size is important because it will help us in:

• Quoting the shipping fee correctly.
• Create shipping labels with a more accurate weight and size.
• Provide the carrier the size and weight information needed for a successful pickup.

ShipAndStorage offers competitive shipping rates and can ship various sizes of luggage, golf bags, skis and boxes. Please call us at 1 888 906 3909 for a special size shipment quotation.

The shipping price is calculated based on the following factors:

• Origin and destination.
• Luggage or box size and weight.
• Luggage or box quantity.
• Service type.

We provide free insurance coverage according to the courier decision for each package. The price listed in our check price page does not include the pick-up fee and insurance fees. If you would like to add pick-up services or additional insurance, you will see these fees options when you place the order.

In accordance with standard industry practice, our logistics partner charges the shipping fee based on the greater of the total actual weight versus total dimensional weight. The formula to calculate the dimensional weight (pound) of your luggage is: length (inch) * width (inch) * height (inch) / 139.

ShipAndStorage set up size limitation for each type of luggage/box/bag to make sure the dimensional weight of your item will not exceed the actual weight.

You can check the price of your luggage by estimating weight and size and save your order in our system first. After your items are ready, you can update the luggage type and quantity, and then submit the order.

You can update the luggage/box/bag type and quantity in your account before we process the order, our system will update the shipping fee accordingly.

The following list is a non-exclusive sampling of items that are either restricted, cannot be shipped, or may either require a license, additional documentation, or originate issues and delays during the shipment. Please DO NOT ship these items:

• Animals, animal products and human remains;
• Aerosols or any other pressurized containers;
• Alcohol, or any goods containing alcohol included perfume;
• Bullion, currency, or other forms of tradeable currency; Credit cards;
• Batteries (included with personal device) (only prohibited for international shipment);
• Drugs, including all illegal narcotics, all drugs prohibited by any jurisdiction through which your package will or may travel, as well as prescription drugs; medical samples.
• Firearms and firearm parts, ammunition, explosives, weapons (including imitations of same);
• Flowers and plant products (only prohibited for international shipment);
• Perishable food articles and beverages (only prohibited for international shipment);
• Hazardous materials, including, without limitation, hazardous or corrosive materials, explosives, flammable or combustible materials, infectious substances, poisons, dry ice, fireworks, or radioactive materials; and hazardous waste;
• Items that require a temperature-controlled environment;
• Pornography;
• Tobacco;
• Valuables, high value or irreplaceable items including but not limited to antiques, paintings, jewelry, precious stones;
• Lottery tickets or gambling devices in violation of the laws of any jurisdiction through which your package will or may travel;
• Packages that are wet, leaking or emit an odor of any kind;
• Other dangerous/hazardous goods, including, without limitation, hazardous or corrosive materials, explosives, flammable or combustible materials, infectious substances, poisons, dry ice, fireworks, or radioactive materials;
• Other illegal or restricted goods defined by any shipping partner, or any local, state, federal, international law and regulation.

Please be advised this is just a general prohibited item list. Please consult your destination customs website for a detailed list.

Our insurance does not cover:

• Cosmetics damage of the luggage, including but not limited to cosmetics wear or tears, scratches on your luggage, broken or missing wheels, straps, pockets, pull handles, hanger hooks or other items attached to baggage.
• Fragile items including any breakable or temperature sensitive items.
• Glassware including, but not limited to signs, mirrors, ceramics, porcelains, china, crystal, glass, framed glass, and any other commodity with similarly fragile qualities.
• Electronics including, but not limited to laptops, cameras, personal computers, stereo equipment, personal audio devices, cell phones, TV.
• Antiques, collector’s items, precious metals and gems, works of art, precious jewelry.
• Any of the prohibited items listed in our terms and conditions.
• Any items damaged because of improper packing.

Please be advised our insurance does not cover the loss or damage arising from the following circumstances:

• Acts of Nature or God.
• Consequence of War or Terrorism.

If you are shipping luggage or suitcases, please:

• Use sturdy suitcases.
• Secure the pull handle with tape.
• Protect and pack all fragile items safely inside the luggage with bubble wrapping or box fillings.
• Do not overpack, or you risk shipping oversize or overweight (i.e. pack over the weight limitation).

If you are shipping golf clubs, please:

• Use a golf travel bag, hard case or golf box.
• Securely wrap all fragile parts of the golf sticks.
• Fill the empty space with bubble fillings.

If you are shipping Skis or Snowboards:

• Use a soft or hard ski/snowboard travel case or bag.
• Wrap the ski/snowboard with bubble packaging to avoid scratching.
• Secure the bag with buckles and straps.
• Do not over pack and put additional clothes inside the Ski or Snowboard (i.e. pack over the size limitation of the ski or snowboard catalog you selected when placed order).

If you are shipping a bicycle:

• Use a bicycle travel case or a sturdy corrugated bicycle box.
• Disassemble the bike and secure each part in the bike case or box.
• Fill the empty space of the bike box with bubble fillings.

If you are sending boxes for your shipment:

• Use a sturdy double-walled cardboard box.
• “H” tape the top and bottom of the box accordingly.
• Protect and secure all fragile items safely with bubble wrapping or box fillings.
• Do not exceed the box maximum weight capacity or the weight limitation of the box type you selected when you placed the order.

If you are shipping within the United States, please LOCK your case or bag for security purposes. You may use TSA approved locks.

If you are shipping internationally, please DO NOT lock your case or bag for customs inspection. You may use cable ties to secure your case or bag. Please be advised that if carrier or customs cannot open your package, your shipment will be returned.

1. Obtain free label pouches, luggage tags, and cable ties from any local FedEx/DHL location. You may need to show the prepaid shipping label to get free labeling supplies.

   

   Label Pouch

   

   Luggage Tag

   

   Cable Ties

2. Follow our shipping instructions, print, and place the shipping documents inside the label pouch. The tracking barcode should face the outside once it is inserted into the shipping pouch.

   

3. Stick the pouch tightly to a luggage tag and secure the tag to the top handle of your luggage.

   

4. Put the summary paper we provided inside the luggage/bag/case.

   

- You can follow these instructions for domestic order:

- You can follow these instructions for international order:

1. Obtain free label pouches from any local FedEx/UPS/DHL location. You may need to show the prepaid shipping labels to get the free shipping materials.

   

   Label Pouch

2. Follow our shipping instructions, print, and place the shipping document inside the label pouch. The tracking barcode should face the outside once it is inserted into the shipping pouch.

   

3. Stick the pouch tightly to your box.

   

4. Tape the summary paper we provided onto your box with clear tape.

   

If you are in the United States and submitted the order 2 or 3 business days before the shipping date, we can mail you the shipping labels, pouches, cable ties, and label tags.

If you are outside the United States or you are shipping out your items within 2 to 3 business days, you may go to the carrier’s location to print out the shipping documents and obtain shipping materials (if applicable). You can find a nearby location at Drop Off Location. You may also request free label pouches, label tags, and cable ties from the carrier’s location as well.

Before your package is picked up or dropped off, please check if:

• All shipping documents have been printed out, signed, and dated per our shipping instructions.
• All labels, each with a designated tracking number, has been correctly attached to its respective matching bag, luggage, or box.
• The summary paper we provided has been attached onto or placed inside your luggage/box.
• All bags have NOT been locked with any locks whatsoever. Please use cable ties to secure your luggage instead(International Shipments ONLY).
• All bags are locked(Domestic Shipment).
• You have taken pictures of your labelled luggage/bag/case/box with the tracking barcode clearly visible and on display in the picture, and emailed us the labeled luggage picture before the pick up or drop off (so we can check everything is safe and secure to go).

Yes, we can pick up from the hotel for your convenience. Please:

• Always check with the hotel reception desk/concierge office if they can hand over the package to the carrier on your behalf.
• Inform the reception desk/concierge office the pick-up date and timeframe.
• Add the room number, hotel contact person’s name, hotel phone number, and pick-up location to the remark area when you place your order. Please contact us by email at support@shipandstorage.com or the carrier’s customer service hotline if you want to update us with any additional pick-up information.
• If the hotel is attaching the labels for you, please timely forward shipping labels and instructions to them. The shipment should be securely labelled before the pick-up timeframe begins.

For Standard services, we can arrange same day pickups if the pickup time is during our office hours and before carrier’s pickup cut-off time. If we are not able to arrange it, we will try to arrange a second day pickup.

For US Basic service, we cannot arrange same day pickups. We strongly suggest you call us in advance if you have an urgent same-day shipment.

Yes, we can arrange a pickup at most schools for your convenience. Please:

• Always check the package pickup rules and regulations of your school with a school official or representative first. Some universities are open to courier pickups on campus, but others are not. If your school does not allow campus pickups, please confirm the address, available time and schedule of your school’s mail room or school lobby. If your school dorm building has a reception desk, you may leave it with them as well, please confirm with the dorm room reception desk before your pick-up date begins.
• Ensure that the pickup address and timeframe match the school’s mail room, dorm building reception desk or school lobby’s address, and schedule availability when you place your order. Please drop-off your ready package to the mail room or school lobby before the pickup timeframe begins.

We offer a variety of options for your pickup timeframe. If your shipment is express/standard, the timeframe can be narrowed down to 4 hours at the least. If your shipment is Basic ground/home delivery the timeframe cannot be narrowed down to less than 6 to 8 hours.

Please be advised FedEx cannot guarantee the pickup even if we get the pickup confirmation. FedEx may cancel or delay the pickup due to traffic, weather condition or any pickup exception. We will reschedule a pickup for you for free if FedEx cancels the scheduled pickup.

You may drop-off at any carrier staffed shipping center. Please click here to find the nearest drop-off location. We strongly suggest you to drop-off your shipment at a nearby FedEx staffed office so you can request the drop off receipt and other labeling supplies.

Please DO NOT drop-off your shipment at a carrier drop box. ShipAndStorage does not provide drop box drop-off service.

No. It is not necessary to stay at home for the pickup. You may leave your labelled luggage/box/bags to your doorman, family/relatives, and authorized residence personnel so they can handover your shipment to the courier. As the courier will not call you before the pickup, we strongly suggest you have someone hand over your packages to the courier. Please provide us with pickup instruction details when you place the order, such as building security code, person at the pickup address, luggage location, etc. Please contact us by email at support@shipandstorage.com or call the carrier directly if you want to update us with additional pickup information.

Please contact us immediately at 1 888 906 3909 or you may drop-off your shipment. Please find a nearby carrier shipping center at: Drop Off Location

Failed pickups may result in a delayed delivery for your shipment, please try your best not to miss your pickup appointment. Here are some tips for a successful pickup:

• Make sure to provide a full and accurate pickup address.
• Follow our pickup and shipping instructions sent by email.
• Have everything ready before the start of your pickup window.
• Ensure the courier has easy access to your shipment.
• Timely inform the carrier or us of any changes or circumstances that may affect your pickup schedule.

We are able to reschedule a pickup for you and will recharge the pickup fee if you missed the pickup or your shipment was not ready before the pickup timeframe.

If your shipment is not ready before the pickup time, you may reach out to the carrier directly. You can update the pickup date by providing the pickup confirmation number. Please be advised the shipping label can be used within 15 days from the shipping date on the label.

If you would like to change the pickup address, please contact us immediately at 1 888 906 3909. Additional fee may apply if the pickup address is far away from the original address.

• Double check the pick-up date, timeframe, confirmation number, and notes we emailed you. If any information is incorrect, please contact us immediately at 1 888 906 3909 or email us at support@shipandstorage.com.
• Make sure your luggage/box is packed and labelled correctly per our shipping instructions. Everything should be ready before the pick-up timeframe begins.
• Make sure you have taken picture(s) of your labeled luggage and emailed it to us.
• The courier will not call or email you on the pick-up date. Please make sure the courier has easy access to your shipment, and you or someone can hand over the shipment to the courier at the pick-up location.
• If your shipment is not ready before the pick-up time, you may reach out to the carrier directly. You can update the pick-up time by providing the pick-up confirmation number, and pick-up address.
• Make sure the pickup person scans the barcode of each package.
• Your package can be tracked after it has been picked up and tendered by the carrier. You may track your shipment at our tracking page: Luggage Tracking

• Confirm the latest pick-up time of the service (Ground or Express) with the carrier’s location if you want your shipment to go into transit the same day you drop-off.
• Ask for free label pouches, luggage tags, cable ties, and packaging supplies at the drop-off location (you may need to show your prepaid FedEx or DHL label to acquire these materials).
• Make sure your luggage/box is packed and labelled correctly per our shipping instructions.
• Take a picture of your labelled shipment with the shipping labels facing the outside once inserted into the shipping pouch. 󠇉Email the pictures to us so we can check each piece is safe and secure.
• Ask for a drop-off receipt at the drop-off location before leaving the vicinity and email us the labelled luggage picture before the drop-off (so we have evidence for insurance reimbursement, open trace or file claim with carrier for shipment exceptions.).

We suggest having your shipment delivered one or two days before your scheduled arriving date at the destination address. Please arrange someone to accept the shipment on your behalf if you are not able to receive your shipment.

ShipAndStorage also offers a variety of delivery options for your convenience, please email us at support@shipandstorage.com for available options for your shipment.

You can track your shipment on our tracking page, or our logistic partner’s tracking page. Tracking links:

Fedex: Fedex Tracking

DHL: DHL Tracking

We can collect from most standard addresses worldwide. However, if you are sending to or from an area outside of the daily rounds of the carrier's network, it may be designated as a "remote area". Typically, remote areas are places such as ski resorts and rural locations, and in some cases, it may be a standard populated area which our partners do not yet service as part of their daily route.

When sending to or from a remote area, an additional fee will be applied, and we will inform you before we process the order.

Yes, if you are not able to accept the shipment on the delivery date, you may request the carrier to hold your package at a nearby carrier’s shipping center or facility. Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you want to add shipment hold services to your order. Please be advised that most carrier locations can only hold shipment up to 5 business days. If you want an extension, we advise you to use our free storage and warehouse services.

Yes, you can request a delivery without signature when you place the order. Because we are not able to file a lost or damage claim if the carrier’s tracking shows package delivered, please make sure it is safe for the carrier to leave your items at the delivery address.

You can also provide us delivery instructions of the delivery location when you place the order. Please make sure that the delivery location is safe and easily accessible. The carrier will not be able to comply with detailed instructions such as finding keys under rugs, or open garage doors for a delivery.

Usually the carrier will attempt a second delivery if you missed the first one. A delivery notification card (door-tag) will be left at the delivery address for details. Please try not to miss the second delivery.

If you are not available to accept the package on the second delivery date, you may reach out to the carrier directly to reschedule a delivery time and date or request a pickup at the nearest carrier location.

Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you need any further assistance.

Occasionally, a shipment will be delivered earlier than the estimated delivery time because the delivery address is close to a carrier’s last mile processing center.

If you are not available to accept the package on the delivery date, you may reach out to the carrier directly to reschedule a delivery time, or you can request a pickup from the nearest carrier location.

Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you need any further assistance.

ShipAndStorage cooperates with world class logistics suppliers such as FedEx and DHL. Most of our shipments were delivered at or before the estimated delivery time. However, there is still a possibility of a shipment delay. ShipAndStorage team will timely communicate with the carrier to expedite the delivery of the delayed shipment.

ShipAndStorage is not able to control a shipment delay because of:

1. Acts of God.
2. Unavailability or refusal of a person to accept delivery of the shipment.
3. Customs delay (if international shipment).
4. Wrong or incomplete shipping information provided by the customer.

Please check our Terms and Conditions for details.

The carrier may deliver your multiple-piece shipment at a different time and date. Because the Basic service does not guarantee the delivery time, your package(s) may arrive before or after the estimated delivery date. A multiple-piece shipment does not mean all packages will be dispatched together in the same truck.

ShipAndStorage provides a unique tracking number for each piece of your luggage/bag/box for your US domestic shipment. You may track each package online for the estimated delivery time. Please reach out to us immediately at 1 888 906 3909 or email us at support@shipandstorage.com, if the tracking stopped for more than one business day.

The carrier's hotline number in "from" and "to" country will show in the order details page. Please login to your ShipAndStorage account, click the order number in your dashboard, and find the contact number in the order details page. You may also call us at 1 888 906 3909 for more information.

There is a possibility that someone at the delivery address signed for the shipment. Please check with family, relatives, workmates, employees and the reception desk or concierge of the hotel, school, or place of residence if they accepted the package for you. If you are not able to locate the package after checking with the person at your address, or searching in another possible place for the carrier to leave your package, please contact us right away at 1 888 906 3909 or email us at support@shipandstorage.com. We will open a trace with the carrier for further investigation.

Every so often, the carrier may hold your shipment because of item inspection, missing label or document, package rerouted and many other different reasons. If your shipment is on hold, please call us at 1 888 906 3909, we will assist you to find the on-hold reason.

There are two reasons that you are not able to track your shipment:

1. The shipment has just been picked up, but the tracking information has not been updated by the carrier - Please check back in a few hours.
2. The shipment has not been picked up yet - You can track the shipment after it is picked up.

Please contact us right away at 1 888 906 3909 if:

1. Your shipment stopped tracking for more than 1 business day, or
2. There is no tracking information 6 business hours after pickup.

Our shipping expert will communicate with the carrier for an update.

NO. Your luggage/bag/case must be unlocked for international shipment. However, you can use cable ties to “lock” your bag, or you can ask for free cable ties from a FedEx/DHL staffed drop off location.

The carrier and local customs authorities have the right to open your bag and check the items inside. Your package will be returned if it cannot be opened by the carrier and customs authority. ShipAndStorage is not responsible for any delays or issues caused by locked luggage.

A detailed packing list with item name, quantity, and value of your shipment is always required by the customs department of both export and import country.

If you are travelling and sending your used personal effects or sport equipment ahead, the customs of destination country may require your passport, visa copy and travel itinerary to confirm the goods are intended for personal use and have no commercial value or are not intended for other purposes. In most cases, this will allow used personal effects to enter the country without customs delay.

Occasionally, the customs of destination country may ask for additional documents based on the item(s) you are sending. We recommend customers to provide all information requested by customs to have the shipment released and delivered as promptly as possible.

Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you have any questions.

Many often courier will often make the payment in advance to have the shipment released from customs to avoid further delays. When your shipment is dispatched, the customs fees need to be reimbursed to the courier before your shipment can be delivered to you.

In some cases, customs will not accept the payment from courier but directly from the consignee. Courier will contact you if any payment is due. If for any reason the courier call is missing, you will need to reach out to them directly for further instructions.

There are many reasons that triggers customs delay, such as:

1. Missing or incomplete customs document(s).
2. Customs investigation/inspection.
3. Requesting further information or document(s) from consignee.
4. High volume of shipments for clearance.
5. Due payment (applied taxes and duties and related custom services fee).

ShipAndStorage team will monitor every shipment and timely communicate with the carrier and customer for any customs delay.

Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you have any questions.

Any international shipment is subject to customs clearance. A detailed item/packing list with item name, quantity, and value is required by customs department of both export and import country. To avoid customs delay, please fill in the item list and submit a full and complete item information in "order details" page.

Please contact us at 1 888 906 3909 or email us at support@shipandstorage.com if you need any further assistance.

There are items that cannot be legally shipped per delivery carrier policies and import country laws. It can vary for different countries, and the lists are not exhaustive, but the most common prohibited items are:

• Aerosols
• Alcoholic beverages
• (Lithium) Batteries
• Currency
• Flammable liquids such as alcohol, nail polish, perfumes, and cigarette lighters.
• Food such as fresh fruits, vegetables, meat and spices.
• Medicine
• Plants and animal products such as leather, and fur.

Most toiletries are accepted and shipped without issue by carrier. However, it may not always be the case as regulations and safety policies tend to change over time.

Non-flammable, non-corrosive, non-explosive, non-odoriferous and non-hazardous liquids are acceptable to ship if sealed inside a waterproof container. Protect your packages against breakage and leakage. Paste and gels are often considered liquids.

Alcohol-containing commodities such as perfumes, and pressurized containers are prohibited commodities to be shipped as these are flammable.

If you travel and send your used personal effects or sport equipment ahead, it will be a great idea to provide the customs authorities of the destination country your passport and visa copies. The customs of the destination country may require a copy of the consignee passport and visa to confirm the goods are intended for personal use and have no commercial value or are not intended for other purposes. In most cases, this will allow personal effects to enter the country without customs delay.

You can upload your passport and visa copy in order details page, passport information part.

If you are not comfortable providing us these documents, you may choose to omit it and provide it directly to local carrier or customs if they request it.

If you travel and ship your used personal effects or sport equipment, we recommend our customers to provide their travel itinerary to the customs authority. Clearing personal effects through customs is different from clearing a commercial shipment. The customs authorities will require proof that the owner of the goods intends to remain the owner. The easiest and quickest way to demonstrate that you intend to remain with the items is to show that you have travelled with them, or plan to do so in the future.

You can upload and fill in your travel itinerary in order details page, travel itinerary part.

If you are not comfortable providing us this information, you may choose to omit it and provide it directly to local carrier or customs if they request it.

For any international shipment, two copies of an invoice (either pro-forma or commercial) are provided and attached altogether with the shipping documents. Both export and import customs will check the invoice. In some instances, customs may request the (commercial) invoice to be provided again:

• If customs ask for commercial invoice, you can reprint it and provide it to them directly, or
• Inform us and we can forward it to carrier as well.

Please do attach all the shipping documents we provided to minimize customs delay.

Please be advised that our insurance does not cover:

• Any damage of the luggage/bag/box. FedEx and DHL consider luggage/bag/box as packaging materials. It is your responsibility to select proper and strong luggage/bag/box for the transportation. You acknowledge that ShipAndStorage is not able to file a damage claim only for damaged packaging materials (luggage/bag/box).
• Fragile items including any breakable or temperature sensitive items.
• Glassware including, but not limited to signs, mirrors, ceramics, porcelains, china, crystal, glass, framed glass, and any other commodity with similarly fragile qualities.
• Electronics including, but not limited to laptops, cameras, personal computers, stereo equipment, personal audio devices, cell phones, TV.
• Antiques, collector’s items, precious metals and gems, works of art, precious jewelry.
• Any prohibited items listed in our terms and conditions.
• Any items damaged because of improper packing.

Please be advised our insurance does not cover the loss or damage arising from following circumstances:

• Acts of God.
• Consequence of War or Terrorism.

Our insurance covers:

• Lost shipment.
• Items damaged caused by box/bag/luggage damaged in transit.

Under the circumstances that your luggage/box is delivered damaged or broken, please:

• Immediately take pictures of damaged/broken package with shipping label attached.
• When you sign for the shipment, please write “received damaged/broken package” next to your signature.
• Take pictures of damaged/broken items inside package.
• Prepare a damaged/broken/missing item list with original purchase invoice.
• Contact us right away and provide related picture evidence.

The claim should be submitted within 3 business days from the delivery date. ShipAndStorage will fill in the claim form on behalf of the customer and file a claim with the carrier company. Customer is responsible for providing all necessary documents and evidences requested by the carrier. This process may take up to 2-6 weeks, and ShipAndStorage will update customer the claim result once the carrier confirms.

If the claim is approved by the carrier, a name and a mailing address is requested from customer so we can prepare the claim check. We will mail out the check within 5 business day after the mailing address is provided. If the claim is denied by the carrier, we cannot file the claim again with the same information without any new supporting documents.

Please be advised that we are not able to file a damaged claim if:

• Your luggage/bag/box is damaged while items inside are intact. FedEx and DHL consider luggage/bag/box as packaging materials. It is your responsibility to select proper and strong luggage/bag/box for the transportation. You acknowledge that ShipAndStorage is not able to file a damage claim only for damaged packaging materials (luggage/bag/box).
• Your package is intact while item was broken/damaged because of improper packing.
• Your package is intact while item was missing.
• The damaged/broken item is not declared in the item list (for international shipment).
• The damaged/broken item is in our prohibited/not covered by insurance item list.

Please refer to our Terms and Conditions for details.

In certain cases, your luggage/box may be lost in transit by carrier. ShipAndStorage track and monitor every shipment and start investigating once your package stops moving. Carrier will try to locate your shipment. If they are unable to locate the package, ShipAndStorage will file a lost claim with carrier right away.

The lost claim needs to be submitted within 3 business days from the estimated delivery date. You will need to provide the item list of what is inside the package and the value of each item, and purchase invoice or any proofs of evidence that supports the value. This process may take up to 2-6 weeks, and ShipAndStorage will update customer the claim result once the carrier confirms.

If the claim is approved by the carrier, a name and a mailing address is required from customer so we can prepare the claim check. We will mail out the check within 5 business day after the mailing address is provided.

We always try to process your order the same day you submitted it. However, due to the time difference, we may receive your order after our business hours. If so, we will process your order the following business day.

Once we process the order, your credit card will be charged for the shipping fee and the shipping label will be emailed/mailed to you the same day.

You can edit your order in your account any time before the order is processed. Once we process the order, a 20USD edit fee may apply. Please call us at 1 888 906 3909 or email us at support@shipandstorage.com for any changes to your order.

Once your shipment is picked up by the carrier, or you dropped off the shipment to a carrier location, your order cannot be updated anymore. If the change is necessary, we will try to discuss it with the carrier but cannot guarantee the result. An additional fee will apply for any correction after shipping.

You can request a cancellation in your account any time. If this is requested within 24 hours from when your order was submitted or if no shipping label was provided, no cancellation fee will apply. If it is requested after 24 hours or the label has been provided, a 20USD cancellation fee will apply. The refund will be processed in 15 business days.

If you received the shipping label but never requested a cancellation with us, no refund will be processed. The order will be closed 30 days after the original shipping date, so please timely contact us for your cancellation request.

For security reason, our accounting may request credit card verification before processing the order. A notification email will be sent to you. Please follow the email instruction and complete the verification as soon as possible so we can further process your order.

You will benefit from a quick order processing if you placed order with a verified credit card.

After your shipment is picked up, the carrier will measure the actual size and weight of each luggage/bag/box. Once the shipment is delivered, the carrier company will bill the shipping fee at the actual chargeable weight which is the greater of the total actual weight versus total dimensional weight. The formula to calculate the dimensional weight (pound) of your luggage is: length (inch) * width (inch) * height (inch) / 139.

If the final chargeable weight of your bag exceeds the maximum weight of the type you selected, we must charge the shipping fee of the weight difference. To avoid the weight difference, please visit our Shipping Weight and Size to find the correct size of your item(s).

There is very low possibility for the carrier company to bill the wrong weight for your shipment. If this happens, please provide us pictures of luggage/bag/box length and girth with ruler, so we can further check and dispute with the carrier. Please call us at 1 888 906 3909 or email us at support@shipandstorage.com if you have any further question on the final billing.

Items we can store and ship:

• Seasonal items not to be used in short term such as summer items; winter items not to be used in winter and summer, etc.
• Sports equipment such as golf clubs, snowboard, bicycle, surfboard, fishing gear, etc.
• Items unable to be carried during the trip such as additional luggage, gifts, meeting/business materials, etc.
• Relocating or moving items that need to be stored for short term and delivered later.

We cannot accept:

• Package over 72 inches in length, over 100lbs in weight.
• Items on our prohibited list.
• Damaged, broken, and/or leaking box, luggage, and/or bag.

Please check our terms and conditions for details.

Our warehouse address is saved in your address book. You can select it when you place the shipping order. Our warehouse assistant will also reach out to you by phone or email for detailed instructions before the shipment.

If you would like to ship out the stored items, please select our warehouse as the shipper’s address. Because our warehouse has daily carrier pickup, please select “drop-off” when you place the shipping order.