Why hasn’t my item shipped?

If your shipment still remains in your Pending tab of the Shipment section the next business day after submission, the possible reasons are:

1. The shipment has not been paid
2. The shipment is too big 
3. The shipment has incomplete/missing declarations

1. The shipment has not been paid

Customers should receive a failed invoice notification if the payment didn’t go through. Typically, this is due to insufficient funds or a declined transaction:

Insufficient funds: you can update your payment method and add a new card as guided here.

Declined transactions: please contact your credit card issuer and get them to unblock charges made by US Global Mail. Then we can attempt to collect the payment again and once that is successful we process your shipment.

You can also click the “Pay Now” button in your invoices anytime you see them.

pay now

2. The shipment is too big

Your items combined exceed the maximum capacity for the envelope service selected. You can ship the item by either:

  • Remove some items from the shipment to meet the size requirements
  • Select an alternative shipping method 

Please let us know how you would like to proceed. 

 

3. The shipment has incomplete/missing declarations

Unknown items are not an acceptable declaration for customs.

We can open and declare the items for you at your request, but we are unable to proceed with this shipment until a more detailed description is provided.

Please let us know how you would like to proceed.