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Managing your shipments

Here's your guide to requesting, tracking, editing, or canceling your shipment and more.

in this section


  • Check your mail

    When a new item comes to your address, we will send you an email notification within 24 hours. 

    You can check the mail by either:

    1. Clicking on the link on the notification in the “You’ve Got Mail” email with this message:

    Hello Larry,

    You’ve got mail (https://u7317360.ct.sendgrid.net/ls/click?upn=jUB...) !

    Here’s a few things you can do next:

    1. View it
    2. Have it opened and scanned
    3. Have it shredded securely
    4. Have it shipped to you
    5. No action- it stays in your Smart Mailbox

    Note: We will send this message once per day, even if you get several pieces of mail.

    Best,
    Team USGM

     

    2. Go to US Global Mail Login page

    login

    Once logged in you can view items in your inbox:

    inbox

     

  • Pick Up Mail

    You can pick up your mail at any of our locations (except for Concord CA) but please note that we are not set up to handle walk-in pickup requests efficiently and it causes a disruption in our normal business. 

    There is a handling fee for pick-ups.

    • For letters: $5 flat fee.
    • For packages: $15 service fee plus $1/pound

    REQUEST A PICK-UP

    • To request a pick-up, select the packages, request shipping and select “Pick-Up” method (often the last option). 
    • 30 minutes before your arrival, give us a call at 1.866.596.8965 so that we have items ready for you

    VERIFY YOUR IDS WHEN PICKING UP

    • Bring a photo ID with you when picking up the items
    • If a friend or a family member pick up the items for you, let us know in Shipping Instructions. Your friend or family member needs to present their photo ID to pick up. 

     

  • Cancel your shipment

    You can cancel your shipment if your shipment is still in the queue and when you click on it the option “Cancel Request” button is available.

    Note: US Global Mail shipment schedule

    We process requests during our business hours of 8am to 6pm CST (for Houston TX and Concord CA). Other locations will have different opening hours so please check with your location.

    Shipment schedule for requests placed:

    • By 1pm CST: Ship same day
    • Between 1-3pm CST: Can ship same day with an expedited fee of $5
    • After 3pm CST: Ship the next day 

    CHECK YOUR SHIPMENT STATUS

    Pending shipments – these are shipments that are in the queue ready to be processed. You can click on the request number to see the contents of the shipment:

    pending 1

    Completed shipments – these are shipments have already been processed by our Shipping Team and are in the hands of the carrier:

    completed

     

    HOW TO CANCEL A SHIPMENT 

    1. Login To Your Account, and click Shipments followed by the Pending tab. When you click on a specific request you will see the “Cancel Request” button:

    cancel request

    2. You will be prompted to confirm this choice:

    Check the box on the left. Scroll down and click “CANCEL SHIPMENT REQUEST” to cancel.

    confirm

    ITEMS RETURN TO INBOX

    Once the shipment cancellation is completed, the packed box/items will appear in your virtual inbox immediately.

    SHIPMENTS THAT CANNOT BE CANCELLED

    If you no longer see the “Cancel Request” button, then the shipment is in the hands of our Shipping Team and it cannot be cancelled.

    Cancelling shipments disrupts the normal flow of procedure in our warehouse so we are unable to add/remove items to a shipment once it has been received by our Shipping Team.

     

     

  • Tracking your Shipment

    Login to your account. Click on Shipments followed by the Completed tab and you will see all past shipments. 

    If your selected shipping method included tracking, you can click on the tracking number and see further details: 

    tracking

     

    Items held in customs

    Each country has its own regulations. Neither mail forwarding services or shipping carriers have any control over customs agents or policies in foreign countries. 

    However, we do try to get involved and help. Please let us know as soon as possible if your items are stuck in customs. We will work with the shippers and the local agents to find out what is needed to get the packages released as quickly as possible.

    Customs usually require additional paperwork and/or receipts. If we need those, we’ll ask you to provide them.  

    Missing or damaged items during shipping

    This rarely happens but sometimes your items can get missing or damaged in transit. In those instances, submit a request to us and we are here to help. Sending us complete information will help expedite the process. 

    Helpful information includes:

    • Shipment number
    • Missing/damaged items details, photos
    • Photos of the outer box condition
    • Proof of purchase of item contents, if available

    Please remember to insure your shipments. We automatically insure every shipment for $100 for free, for you. Claims can only be made for items that are insured and for the amount it is insured. 

     

  • Placing a shipment request

    Make sure your default payment is valid

    Before requesting a shipment, make sure you have a valid Default Credit Card for payment. The shipment will automatically charge the default card.

    If your default credit card expires, please add a new card or update your card.

    If you have not selected a default card, please make one credit card default.

    How To Request A Shipment

    If you want to ship your letters or packages from your US Global Mail address, here’s how:

    1. Log In To Your Account 

    2. Select the items to ship by checking the box on the left. You can select multiple items if they are going to the same destination.

    inbox

    3. Request Shipment

    Click SHIP at the top:

    ship button

    4. Complete the steps in the Shipment Request process.

    4.1. Destination:

    Select the destination from your saved addresses in the drop-down menu or by adding a new address

    • You can make an address default destination by checking the box “Make this my default address”
    • To know what locations we can ship to, read more.

    step 1

    4.2. Declaration (International Shipments)

    Enter Description, Quantity, Value per Item, and select Insure (if you’d like to insure the item).

    We recommend you declare a reasonable value for your items. Failure to do so could result in extra duties, fines, or delays as customs inspect your packages further. We are not responsible for what you declare on your shipments.

    Click the + Add Another Declaration to add multiple values for the same item number. To delete a declaration, click the red X.

    step 2

    4.3. Select shipping methods and carriers 

    Select the best method based on their shipping date, trackability, ETA, and rates.

    You can also select pick up (last option) if you want to pick up at US Global Mail.

    step 3

    4.4. Shipping Instructions

    You can specify the date you want to ship the items if you want to include new items in your box, and if you want us to open and bundle multiple items.

    By default, we will remove the items from their original outer packaging and place them into one outgoing box for you. This will help you save money on shipping by removing unnecessary empty packaging/space.

    step 5

    If you have any labeling, consolidating, or shipping instructions, please specify them in the Packing Instructions box. It is much more efficient for our warehouse team to follow instructions here rather than via our Contact Us form, chatting, or emailing.

    4.5. Submit the request and double-check the details

    Once the request is submitted you will see a request number. Click on “View Shipment Details” to double-check your address and ensure all the details are correct.

    final screen

     

     

  • Can you bundle items into a single shipment?

    Yes. We repack items from multiple shipments into as few boxes as possible to help save you on shipping costs. We do not charge for any repack except for the cost of outgoing box which is a flat $5 for boxes and $2 for letters. 

    So, for example, we could repack 5 items from 5 separate boxes and letters into 1 box, and your cost would be $5 for the repack.

     

     

  • How can I get a same day turnaround for my shipment?

    You need to place a request before the cut-off time which is 1pm CST for Houston TX, 1pm PST for Concord CA and 1pm local time for any other location.

    Requests placed between 1pm-3pm will still be processed the same day but there is an additional Expedited fee of $5.

     

     

  • Do you receive packages on Saturday and Sunday?

    We only receive deliveries during our business hours (8am – 6pm, Monday to Friday, US Central Standard Time).

    Please ensure you don’t have any shipments delivered on the weekends as these boxes may be left outside our building and we would not be responsible for deliveries placed outside our premises.

    Note: Shippers attempting to deliver outside business hours will send you an undeliverable message.