Commonly asked questions when shipping to an international Address.
What can I ship internationally?
Check the USPS Postal Explorer or this list of individual countries to verify that you are not shipping restricted items through the USPS. When shipping UPS use their Country and Territory Regulations to see what items are restricted from shipping. The UPS also has this helpful guide for shipping international, but please note that some of their postage options may not be available within Ship.com. Don't forget to check this list of individual countries to verify that your item(s) are not considered restricted. You’ll also want to verify that the country doesn’t have their own specific weight and size restrictions.
Who can I ship to?
You can ship to anyone in any support country. When shipping you will want to make sure you are using the recipient’s full legal name when addressing an international package.
Where can I ship?
You can ship to most countries that do not use special characters (e.g Russian, Chinese). Check the USPS Postal Explorer for specific restrictions and a full country list. You can use this UPS guide for understanding their international shipping.
How do I format the shipping address?
To ensure that your package makes it to its international destination you’ll want to make sure all of the following information is included when entering the customer’s address:
1) Addressee’s Name
2) Street Address (P.O Box)
3) Additional Address Information(Optional)
4) City/Town,
Province/State/County, Postal Code
5) Country
You can also verify with the USPS that the International Address provided by your customer has all of the correct information. See the following Examples:
| Sherlock Holmes 221B Baker St London NW1 6XE UK |
JAMES HOWLETT 978 ARGYLE ST N HALIFAX NS B3J 2B3 CANADA |
Does Ship.com verify the address before shipping?
No, the system will not verify the shipping address before purchasing a shipping label. We recommend that you verify the package’s address information yourself through a free online resource such as Smarty Streets or Informatica.
What is a Customs Form?
Customs forms are documents that provide details about goods being imported or exported, and are used by customs authorities to clear mail and assess taxes and duties. They can also help customs determine if items are allowed into a destination country. To understand if you need to use a customs form or helpful tips on how to fill out a customs form check out our Understanding Customs Forms article.
How do I track my package?
You can use the built in ship.com tracker to track your package. A link to the Ship tracker can be found on the orders page, in your Reports, and through the tracking email sent to your customer.
Once the package has left the United States there may be limited or inaccurate tracking, depending on the country it is going to. Please feel free to contact support if you have any questions about your package’s tracking information.
What happens if a package is returned or lost/stolen?
The package will be returned to the return address within your Ship.com account if it is unable to be delivered to the recipient. If your package is lost or stolen it may be eligible for reimbursement. Your package may have coverage through either the UPS or the USPS. You will need to contact them directly for more information on what steps are needed to recover or receive compensation for your package.
Why does my customer have to pay to get their package?
Customs and Duties vary depending on which country you are shipping to. They are determined by the country and must be paid before a package is delivered. Any customs or duties will be due to the recipient of the package. The recipient will be charged based on their country’s rules and regulations. You can learn more from this UPS Customs informational guide on how customs are calculated and used. Or use this USPS Customs calculator to let your customer know if anything will be due upon delivery.
How do I ship to a US territory or military address?
To learn how to ship to a US territory or military address (APO addresses) check out this article.
How do I enter my VAT or IOSS?
You currently cannot enter your VAT or IOSS number when shipping internationally through Ship.com. Please contact support if you would like more information or would like to request this as a feature.