Shipping & Receiving – US Global Mail

Shipping & Receiving

Managing your shipments, Shipping costs and fees, Issues, Where we ship, Restrictions and related regulations.

in this section


  • What do you mean by dimensional weight?

    Shipping Rates are based on the combined weight and dimensions of all items in your request. Please note shippers will charge based on dimensions and if dimensional weight exceeds actual weight. For a detailed explanation on how shippers calculate dimensional weight, click here.

  • Can I use my own pre-paid labels? Do you accept third-party billing accounts?

    We don’t accept third-party billing accounts. This means that it is not possible to use your own FedEx, UPS or DHL account (if you have one) and send pre-paid labels to us. Our posted shipping rates will apply if you ship using any of these carriers.

  • How much does it cost to ship one letter?

    Shipping costs depend on several factors: weight, dimensions, destination, carriers, shipping method, etc. 

     

    You can get an estimate of shipping rates here: 

    https://usglobalmail.com/get-shipping-rates/ 

    We offer up to 80% discounts on shipping rates, depending on carriers and methods. 

     

    Please note that our rates don’t include tariffs, customs, or taxes. 

  • Why are you charging me to pick up mail?

    We are primarily a virtual mailbox/mail forwarding company so we expect the majority of our customers to check their mail online or have it forwarded. However, we understand the need for some customers who are in the Houston vicinity to come and pick up their mail. This is why we are willing to stop our workflow to assist customers by picking and packing mail for them and in doing so charge our customers for this additional service.

  • Why is an item not showing in my Inbox yet?

    We upload all mail received within 24 hours.

    If a piece of mail or package is not showing in your Inbox, it could be:

    1. Item is in Lookup

    If someone sends you mail with an incomplete address, we look up your name and match such items manually to your account. This causes the disruption in the automated process and thus delays the entry of item into your Inbox. 

    Read more.

    2. Item is not addressed to your account names or box numbers

    You can only view items addressed to the approved names in your account. If the items has a name that is not an exact match to the name on your account, we might put it in quarantine

    This is to protect the security of your mail so we make doubly sure the mail belongs to the intended recipient.

    Contact us with details of the items to double check.

    3. Shippers have not delivered your items 

    Shippers sometimes marked an item as “Delivered” or “Attempted Delivery” when they have not yet delivered it. This is most common for USPS which sometimes marks packages that are to be delivered the same day as ‘delivered’.

    Double check a package with ‘delivered’ notification for the zipcode. US Global Mail facility’s zip code is 77043. If the delivery zipcode shows another, we recommend you contact the shipper to check where it was delivered.

    Sometimes, shippers will leave packages outside of our business hours (Mon- Fri. 7am – 6pm) and mark them delivered. We will not get the packages until the next business day to enter them into your Inbox.

    4. Holiday season delay:

    During the holiday season, USPS volume increases and First class mail delays can happen as a result. We see this happen every year. So mail is often delayed.

     

  • Check your mail

    When a new item comes to your address, you will be notified via the email you used to sign up for US Global Mail services within 24 hours. 

    You can check the mail by either:

    1. Click on the link on the notification:

    Check your mail 1

    You’ll be prompted to log in to your account. Log in to your account with your user name (not email address) and password. You can see the mail in your Inbox. 

    Check your mail 2

     

    2. Go to US Global Mail Login page.

    Log in with your user name (which might not be your email address) and password. 

    Now you can view items in your inbox:

    Check your mail 3

     

  • Pick Up Mail

    PICK UP MAIL 

    You may, but please note that we are not set up to handle walk-in pick up 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. 

     

    PICK-UP ADDRESS

    You can pick up your items at:

    1321 Upland Dr, Houston, TX 77043.

    Available during our business hours: 8am – 6pm US Central Time, Mon-Fri. 

  • Cancel your shipment

    You can cancel your shipment if your shipment is still in the queue (not processed)

    Note: US Global Mail shipment schedule

    We process requests during our business hours: 8am – 6pm Mon – Fri. Shipment schedule for requests placed:

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

    All time is US Central Time (GTM-6:00). 

      

    CHECK YOUR SHIPMENT STATUS

    You can check your shipment status by scrolling down to the “Shipment Requests” section in Inbox. 

    These shipments are not processed yet. If your shipments are not there, they are already shipped.

    Cancel your shipment 4

     

    HOW TO CANCEL A SHIPMENT 

    1. Log In To Your Account, click INBOX, scroll down to Shipment Request

    Screen_Shot_2018-12-21_at_3.09.07_PM.png

    2. Log In To Your Account, click INBOX, scroll down to Shipment Request

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

     

    ITEMS RETURN TO INBOX

    Once shipment cancellation completed, the packed box/shipment will appear in your virtual inbox within 24 hours. 

     

    REFUND

     The payment will be refunded back to your credit card. It takes 3-5 business days to see the funds back in your account.

  • Missing Items in Shipment

    Why are items missing?

    If you do not receive all items at the selected destination, reasons can be:

    1. Customs refused the items’ entry

    If customs refuse the items’ entry, the items will be returned to our facility. Then, the items will be re-entered into your inbox within 24 hours of arrival. 

     

    2. Items went missing during shipment 

    We used the barcode to track every single item in the warehouse. If the items processed and shipped out of our facility, your items might go missing during shipment. It can get lost in transit or confiscated by customs.

    We will make a claim with the carrier (USPS, UPS, FedEx, DHL, Aramex) to investigate the issue. 

    Contact us with details of the shipment and items.

    • Does the package look like it was opened before it was delivered to you?
    • Pictures of any damages in the package and items
    • Copies of the purchase invoices

     

    3. Items not shipped out

    In some cases, the items might be mistakenly left in our facility. Upon your request, we will search our system to locate the items. 

     

    Please contact us if an item is missing from your shipment. We will do our best to support in any cases. 

  • Why hasn’t my item shipped?

    If your shipment is showing a status other than ‘Shipped’, possible reasons are:

    1. The shipment has not been submitted
    2. The shipment has not been paid
    3. The shipment is too big 
    4. Can’t Ship: Incomplete/Missing Declarations

    1. The shipment has not been submitted

    Please go to the SHIPMENTS tab in your account. Go to the shipment in question, its status should be New Request (can’t ship).

    Why hasn’t my item shipped? 5

    Click on Edit, and edit your shipment. Make sure to select a shipper and click SUBMIT AND SAVE REQUEST button at the end of the page. 

    Why hasn’t my item shipped? 6

     

    If all information entered correctly,  you will get a message stating the shipment is now in queue.

    2. The shipment was not paid successfully.

    Please go to the SHIPMENTS tab in your account. Go to the shipment in question, its status should be Waiting for payment.

    Why hasn’t my item shipped? 7

     

    Please click on the ACCOUNT tab at the top and scroll down to the Payment section.

    Why hasn’t my item shipped? 8

    Add a new card or update the existing one as necessary. This should ensure your shipment will be charged and shipped.

     

    3. 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. 

     

    4. Can’t Ship: Incomplete/Missing Declarations

    Unknown items is 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.