Frequently Asked Questions
Maximum Package SizeWhat size package can I receive through my ShopBox account?You can receive packages of just about any size. What you have to keep in mind is that we use airfreight only. Items such as furniture and large appliances can be sent through our ShopBox Ocean Service.
Large items that we often ship for our customers include items such as computers, electronics, car parts, ready-to-assemble furniture, toys etc. (Please ensure that all shipments are packaged properly as we will not accept liability for damage to goods due to improper packaging.)
Consolidating PackagesMy order was shipped as several separate items. Can you consolidate them in Miami and ship as one package?
There are two points to consider regarding consolidation:
In order to maintain our quick delivery times, our Miami warehouse schedules each package to be shipped once it's received and processed. The additional logistics required to manage the interception, retention and consolidation of packages isn't feasible for us at this time because our cargo volume.
You may be concerned that your "extra" packages may cause you to be subjected to expensive volumetric charges. We do not use volumetric calculations to find ways to increase our fees. Yes, you will receive individual invoices for each separate package.
Sea/Ocean FreightIf you would like to ship an item via sea freight, please note that the request should be emailed 48 hrs before delivery of the package followed by a call to our office ensuring we received the request. The tracking number along with a copy of the invoice should be included in the email so we can fulfill your request.
Collecting Items At Our OfficeCan I choose which items I want to collect?
Packages must be collected in the order in which we received them (i.e. oldest packages first).
Uncollected PackagesHow long can I leave items uncollected?
You can request that we hold your item for a short duration if you are unavailable e.g. due to overseas travel. However we ask that all reasonable efforts be made to remit payment and facilitate collection of your items within 30 days. It helps us to keep our service running efficiently as our warehouse space remains manageable.
We also ask for your understanding that we have already covered numerous costs to receive, ship and pay Customs taxes to have your item available. While we do not currently charge rent fees for uncollected items, we will pursue an appropriate avenue to recover payment for items remaining for an undue timeframe.
Can A Package Be Stopped Once In Transit?Once a package is in transit to the warehouse, ShopBox cannot guarantee that the package can be stopped from being delivered, but we can try to assist. The customer would be required to provide a copy of the invoice and tracking number for the package BEFORE delivery at the warehouse.
Hazardous MaterialsWhat exactly is a hazardous item?
There are countless items which can be purchased easily online but are dangerous to be shipped via air cargo. The US Federal Aviation Authority has strict rules on the handling of such cargo. As a rule of thumb these types of items are considered hazardous: pressurized tins, flammable or easily combustible items, chemicals which emit harsh odours or cannot be safely handled without safety gear, and items with alcohol listed as the first ingredient.
There are many other items which may seem harmless, but are still unsafe for shipment via air. We advise you contact us prior to shipping any item if you are unsure of its classification.
Delivery TimeHow long does it take to receive packages?Packages that are received at our Miami facility are sent to St. Lucia on the next available flight. Your packages will be available for collection at our office within one to two business days after the cargo is cleared at our local Bond facility.
InvoicesDo I need to submit my invoices?Yes. In order for us to better serve you and to speed up your package clearance, we require you to submit all invoices. Invoices can be emailed to firstname.lastname@example.org
Credit CardI do not have a credit card. Can I still use your service?Yes. There are two easy solutions available to you:
- 1. We will gladly make purchases for you with our credit card. The normal shipping rates apply along with a surcharge (EC $10.00 or 8% of merchandise cost, whichever is greater). Cash payment must be made in advance.
- 2. Or, you may alternatively set up a PayPal account which provides additional security during your purchases.
Detained PackagesWhat's the procedure if Customs detains or seizes my package?Customs may detain packages for various reasons e.g. to confirm the value, import permit required etc. You may contact our office to confirm the requirements in these instances. Please note that all shipping fees are still payable to ShopBox even in the event of an item being seized by Customs.
Business HoursWhat are you Business Hours?Both our Castries and Rodney Bay Office are open Monday to Friday, from 8:30 AM to 5PM and Saturday from 9AM to 12 NOON. Later times for package pickups can be facilitated at no extra charge. Please call in advance.
- Click for directions to our Rodney Bay office.
Telephone Number Requested By VendorDuring checkout the online vendor requests a telephone number. Should I provide the number for your Miami Warehouse?
Online vendors require your personal telephone number so they can contact you if they need to confirm your order. The telephone number you provide should be the same one your bank has on file with the Credit Card you used for the purchase. The supplier most often uses this number for verification purposes. In most cases, you must include Saint Lucia's International Country Code (758) e.g. 758-555-5555.
Mail ServiceWe do not offer a mail service at this time.
Address Drop Off / Walk-in deliveriesCan I drop off items at the street address to be sent to me?Yes, you can drop off items at the street address in Miami, to be shipped to you. The shipper will be given a warehouse receipt upon tendering cargo to us on your behalf. Our operating hours in Miami are 8AM - 4PM (Miami Time) Monday - Friday. Click for directions.
Restricted ItemsIs there anything that I cannot receive through my ShopBox account?Items considered to be Dangerous Goods by the FAA will be put on hold in Miami and will not be sent until we receive further instructions from you and all appropriate paper work has been filed and fees paid. These items include all aerosol cans and hazardous chemicals. Please note that shipping hazardous materials correctly is an expensive proposition. If in doubt, please call us before ordering such items. Here is a list of Restricted Items.
Package WeightMy weight from my supplier does not match my package weight from ShopBox. Why is this?We re-weigh packages both at Miami and St. Lucia for security reasons. There will be times your supplier may state your package weight as 2lbs when it is in fact 1lb, or vice versa. We always re-weigh to ensure that you only pay for your ACTUAL weight.
Delivery DelaysUSPS says my package was delivered to Miami. What's the delay?Due to their extremely high volume of parcels, the United States Postal Service is unable to individually verify the status of every delivery. Therefore their records of your package being delivered to our warehouse can often be incorrect. ShopBox is not liable for any delays for packages shipped via USPS.I didn't ship with USPS, but my package is still delayed.Two possible causes of such a delay are:
- Your complete ShopBox shipping address was not entered during online checkout.
- The shipper did not label your package with your complete delivery address.
What is a fuel surcharge?A fuel surcharge is imposed on all carriers by all shippers (ocean and air).
We at ShopBox remain committed to serving you our valued customers in the best way possible keeping our "rate per pound" as low as possible.