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FAQ Topics

Prospective Members

Form 1583 and Identification

Regulations and Compliance

Paying for Services

Shipping, Picking Up, Etc

Pricing and Billing

Cancellation Policy

Fulfillment Services

Corporate Expat Mail Services

Merchant Partners and Affiliates

Prospective Members

Questions

What will my address with U.S. Global Mail look like? What options are available? Is it simply a P.O. Box?
I am a frequent traveler and need my mail shipped to my current location. Can you accomodate this?
What if I can't access the internet? Can you still offer service to my area?
Can I view my mail before it is forwarded?
How will you send my mail and how much time will it take?
How can I redirect mail to my new address?
Isn't it expensive to ship my items individually? Can I combine them and save money?
What if I don't want some of the mail that arrives in my box? Do I have to pay to have it sent to me?
Can more than one person or a corporation use a single account with U.S. Global Mail?

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Answers

What will my address with U.S. Global Mail look like? What options are available? Is it simply a P.O. Box?

Your Name or Company
PMB NNNN or #NNNN *
1321 Upland Dr.
Houston, TX 77043

*USPS regulations prescribe that they can reject mail which does not have either "PMB NNNN" or "#NNNN" where NNNN is replaced by your box number. If the mail gets to our facility we will of course accept it. But we do not have any control over the USPS rejecting mail as undeliverable if it is not addressed properly.

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I am a frequent traveler and need my mail shipped to my current location. Can you accomodate this?

Absolutely. With our service, you can access your account from anywhere around the globe and choose where each package will be shipped. With our Premium service, you can view the details on each piece of mail too, including sender, weight and dimensions.

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What if I can't access the internet? Can you still offer service to my area?

Yes. You can still have your mail forwarded, but it will have to be on a fixed schedule. Simply sign up for our automatic forwarding option and we will send your mail on a prearranged schedule.

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Can I view my mail before it is forwarded?

You can. With our Premium Service or upgraded automatic service, you can log into your account 24 hours a day and view the contents of your box. Each item inlcudes details on sender, item type, description, and weight.

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How will you send my mail and how much time will it take?

Unlike other mail forwarding services, U.S. Global Mail offers a large number of options for how and when you receive your mail. We ship with DHL, USPS, UPS, and FedEx, four of the largest and most highly respected international carriers. This allows us to choose among the four and offer the best price to your location! We also give you the choice of how fast your mail will be delivered. Typical ranges are from 1-2 days, 3-5 days, 6-14 days, and 6-8 weeks.

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How can I redirect mail to my new address?

To begin to receive mail at your new address, you must fill out a USPS Change of Address form. This can be done at your local post office or online here: USPS Change of Address

Due to the way the USPS works, you will not be able to file a Change of Address to move away from US Global Mail. This is because their sorting machines sort based upon addresses, not names. There are thousands of names at our address and their machines can't tell who is who.

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Isn't it expensive to ship my items individually? Can I combine them and save money?

Providing value to you is our number one goal at U.S. Global Mail. With this in mind, we offer automatic repackaging at your request. This service is guaranteed to save you money. It is especially useful for letters and magazines, which can be sent economically in envelopes up to 4 lb. Our Premium Service gives you even more control; log into your account and decide when your mail is sent and what is packaged together. Please note that our total repackaging charges are $5 per outgoing (not incoming) box for packages, and $2 for letters, whereas other mail forwarding services charge as much as $3 per item. If we consolidate 10 boxes into one, that's a single $5 repack fee where our competitors might charge $30.

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What if I don't want some of the mail that arrives in my box? Do I have to pay to have it sent to me?

With our junk mail throwaway option, we will automatically discard advertisements and other junk mail. And with online access, you can discard items that pass our screen with a simple click of the mouse. This way, you will never end up paying for shipping unwanted mail.

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Can more than one person or a corporation use a single account with U.S. Global Mail?

This is no problem. Each person must fill out a separate Form 1583 and provide two forms of identification. (Spouses may go on the same Form 1583 with two IDs, and minor children with a single ID to verify age). A corporation may own a box that is accessed by more than one employee. We offer this service free–not the $20 per additional name that others charge.

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Form 1583 and Identification

Questions

What is form 1583? Why is it necessary to complete this form before beginning service? Can I fax or e-mail it to you?
What other documents are required?
What is a notary and where can I find one in my country?
How do we verify credit card information ?

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Answers

What is form 1583? Why is it necessary to complete this form before beginning service? Can I fax or e-mail it to you?

Form 1583, available here for download, is required for us to act as an agent on your behalf. We must have your original, notarized Form 1583 on file before we can receive your mail. For step by step instructions on how to complete the form, click here. We do encourage you to fax/scan a copy so we can verify it before you mail the original, but the original is required.

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What other documents are required?

Because of the prevalence of international credit card fraud, we also request that you fax, email, or mail us a copy of two forms of identification and the front and back of your credit card. Additonally anytime you change your credit card information, you will be required to provide us the front and back of the new credit card. We must be able to see the first four digits, the last four digits, the expiration date and the name on the card. This is to verify that you do in fact have possession of the card and to prevent fraudulent transactions.

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What is a notary and where can I find one in my country?

A notary is a licensed official who will verify your identity and provide an official stamp on the USPS Form 1583. This stamp (in English or the local language) is required by the United States Postal Service in order for us to receive your mail. To find a notary, it is easiest to call your country's US Embassy. If one is not available, it is acceptable to find a local official, such as an attorney or bank official, who can provide a similar stamp.

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How do we verify credit card information ?

We require our members to provide two forms of identification, one of which should carry a photo and copies of the front and back of their credit card. Additonally anytime they change their credit card information, they are required to provide us the front and back of the new credit card.

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Regulations and Compliance

Questions

What cannot be shipped?
What happens if I order/receive/buy something that can't be shipped internationally?
What if mail comes to my box number, but I don't have a Form 1583 for that name?
I'm not sure if the items I want to ship are restricted. What should I do?

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Answers

What cannot be shipped?

There are quite a few things which are outright prohibited or restricted internationally. They include things like:
- Perfume and other flammable materials
- guns, ammunition, explosives
- animals, fresh fruits and vegetables
- currency, bank notes, gift cards, checks over several thousand USD
This list isn't exhaustive but it should give you an idea of what's allowed and what is restricted.

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What happens if I order/receive/buy something that can't be shipped internationally?

There are several options. We can ship perfume to a domestic US address via UPS Ground so you can return it to the merchant. Sometimes merchants will issue a "call tag" so that you don't have to pay for shipping on the return. Contact your merchant directly to see about this possibility. If neither of those is appealing or the cost of the goods is low they can simply be discarded or abandoned.

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What if mail comes to my box number, but I don't have a Form 1583 for that name?

The USPS regulations state that we are supposed to return that mail to the post office within one business day marked "CMRA: not authorized" so that it can be returned to the sender. But that does leave us a bit of room. If you can get us the paperwork quickly enough we won't have to return the mail. If not, it will have to go back to the Post Office in compliance with Federal regulations.

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I'm not sure if the items I want to ship are restricted. What should I do?

FedEx has a set of profiles here and both UPS and USPS have guidelines too. If it's still unclear, please email our compliance department with a specific question.

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Paying for Services

Questions

Do you require a deposit?
What forms of payment are accepted?
Will US Global Mail accept my 3rd Party Billing Account?

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Answers

Do you require a deposit?

In a word: No!

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What forms of payment are accepted?

We accept Visa, Mastercard, Discover, and American Express. Wire transfers and Western Union are also accepted for shipments, but must be paid to us in advance of the shipments, and will incur transfer fees. Please email support to enable payment via Western Union or wire transfer.

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Will US Global Mail accept my 3rd Party Billing Account?

Unfortunately, we cannot accept your 3rd party billing account, and our posted rates will apply if you ship using FedEx, UPS, or DHL.

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Shipping, Picking Up, Etc

Questions

Which countries do you ship to?
Do you offer shipping services within the United States?
What items am I prohibited from shipping?
Do you accept certified mail, registered mail, and COD shipments?
Can I declare the wholesale value of the goods in order to lower tariff rates?
How late can I place a shipment request and still get same-day turnaround?
Can I pick up my mail while I am in Houston?

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Answers

Which countries do you ship to?

Check here to see if we can ship to your country. If your country is not listed there, it means we don't offer service.

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Do you offer shipping services within the United States?

We offer highly competitive rates through a number of shippers. Please see our corporate services page for more details. We have many customers that ship through us within the United States in order to create a US business presence and receive a Houston, TX postmark on their outgoing mail.

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What items am I prohibited from shipping?

Prohibited items will vary by country, but we can never ship perfume or other flammable materials like matches or butane lighters, pressure tanks, guns, etc. A guide can be found at http://www.dhl.com/ by selecting your country from the drop down menu. You may also check for similiar country-specific information on the UPS and USPS web pages. For more information, we suggest contacting your local customs office.

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Do you accept certified mail, registered mail, and COD shipments?

In order to receive certified and registered mail, please note as such at the bottom of the registration page. There is no additional charge; we simply must have your explicit confirmation before receiving such shipments. We do not accept COD payments or shipments.

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Can I declare the wholesale value of the goods in order to lower tariff rates?

We cannot be held responsible for what you declare on your shipments. You should declare a reasonable value for your items. Failure to do so could result in extra duties, fines, or delays as customs inspects your packages further.

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How late can I place a shipment request and still get same-day turnaround?

The deadline for same-day turnaround is 1PM US Central Time (GMT -6:00). The carriers pick up from our facility at a certain time each day and it takes time to pack up a shipment. If you place your request after 1PM we will still work on getting it done. But it may not go out until the next business day.

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Can I pick up my mail while I am in Houston?

Yes, our customers are welcome to stop by at any time and pick up their mail. There will be a handling fee of $1 per pound, with a $3 minimum to cover the time spent gathering items. Please place a shipment request and select "Customer Pickup" the business day prior to your visit to our facility.

Our warehouse is located at:
US Global Mail
1321 Upland Dr.
Houston, TX 77043

Please note that the shipping address has not changed!

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Pricing and Billing

Questions

I only plan to receive a few letters per month. Do you offer any discounted options for shipping letters and documents?
Why are the USPS rates on the Global Mail site higher than those on the US Postal Service site?
Do quoted rates include tariffs, customs, or other duties?
What are the storage fees?
Are there hidden fees?
How much does the scanning service cost?

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Answers

I only plan to receive a few letters per month. Do you offer any discounted options for shipping letters and documents?

Our customers most often use USPS Letter Post Air Mail to mail letters. It usually takes between 5 and 14 days, and is much less expensive than the other carriers. A typical letter, weighing 2 ounces, will cost you only about $2 to ship. You can also combine many letters and still pay well under $10. This compares very favorably to other mail forwarding companies, which often charge a minimum of $10-$15 no matter how little the letter weighs.

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Why are the USPS rates on the Global Mail site higher than those on the US Postal Service site?

After the tragedy that occurred in the United States on September 11, 2001 the US Postal Service (USPS) introduced a new policy stating that all packages must be shipped from a Post Office, and be handed over to a USPS employee by the person requesting the shipping. As such in order to offer USPS service, US Global Mail, Inc. employees must transport all USPS packages to the Post Office, wait in line, and then finally submit the packages to the USPS for shipment. Additionally US Global Mail prepares all the necessary customs decelerations and paperwork for items to be traced. We regret that we must do this, but we have no control over USPS policies, as a result our advertised rates are higher than those advertised on usps.com. We feel that this extra charge is better than eliminating USPS as a shipping option, as many of our customers enjoy the additional carrier choice provided by the USPS.

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Do quoted rates include tariffs, customs, or other duties?

While our rates include all shipping costs, you may still be responsible for certain customs, tariffs, or taxes levied against your shipment. U.S. Global Mail is not responsible for any delays in shipping associated with customs difficulties. For more information, we suggest contacting your local customs office.

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What are the storage fees?

The first month of storage is free for all items. We understand that it can take some time to pull a shipment together and that the big saving in shipping is achieved by combining many items. Once that first month is up, storage fees accumulate at the rate of $1 per pound, per month. We currently pro-rate this amount, so if you have 10lbs worth of items here for 6 weeks, you get the first month free and then only have to pay for two weeks of storage, so $5.

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Are there hidden fees?

Absolutely not! First off, we've got a price sheet posted on our website so you can always see what something costs. Second, our shipping pricing is very transparent. There are three things which go into the total for a shipment:
1. Shipping costs as provided by our rate calculator
2. Storage costs are $1/lb/mo after the first month free
3. Repackaging; $2 for letters, $5 per box that leaves the warehouse
If we repack all your items into a single box it's $5. Two boxes $10, three $15, etc. It doesn't matter how many packages you have us consolidate, it only matters how many outgoing boxes we pack. If you have us ship boxes as-is, individually, there is no charge.

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How much does the scanning service cost?

Scanning is $3 per letter, plus $0.50 per page in each letter. So a single letter of two pages would be $3 + 2*$0.50 = $4. Three letters with 3,4 and 7 pages respectively would be 3*$3 + 3*$0.50 + 4*$0.50 + 7*$0.50 = $16. Scan requests should be placed through the website and will be responded to within one business day.

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Cancellation Policy

Questions

How do I cancel my US Global Mail account?

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Answers

How do I cancel my US Global Mail account?

You must send us an email from the email address listed on the account. It should state that you wish to cancel your account. We will not pro-rate your last month (if you're a monthly customer) but yearly customers may be refunded whole months left. Customers still in the initial three months of their membership will not be issued refunds.

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Fulfillment Services

Questions

What are fulfillment services?

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Answers

What are fulfillment services?

What generally happens is something like this:
1. A customer ships one box with many items in it to USGM
2. We open the box and enter the items into an inventory system
3. People order those items from the customer via a web store, over the phone, etc.
4. The customer places shipping requests with us once they've collected payment for the items
5. We ship the items to our customer's customer and the transaction is complete
We provide a service which enables our customers to run their own businesses more efficiently.

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Corporate Expat Mail Services

Questions

Can your expat mail services be set up in bulk for a corporate with many expats ?

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Answers

Can your expat mail services be set up in bulk for a corporate with many expats ?

We have a Corporate Expat Mail service customized to serve companies with multiple expat accounts. Please contact us at support@usglobalmail.com to learn more.

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Merchant Partners and Affiliates

Questions

When do you pay the referral fee for Merchant Partners and Affiliates ?

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Answers

When do you pay the referral fee for Merchant Partners and Affiliates ?

The fee is paid at the end of every quarter.

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