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.

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:

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. 

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:

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. 

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.

HOW TO CANCEL A SHIPMENT 

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

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.

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. 

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).

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. 

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.

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

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.

How to track your shipments

Log into your account. Click on the ‘Shipments’ tab in the top menu bar.

If your selected shipping method included tracking, you can click on the Tracking Number and see further details. 

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

It’s not often but your items can get missing or damaged in transit. In the rare case it happens, submit a request to us and we are here to help. Sending us complete information will help expedite the process. Do send us:

shipment number
missing/damaged items details, photos
photos of box in which item was delivered
proof of purchase of item 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. 
 

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

UPDATE YOUR SHIPMENT

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

2. Edit Shipment and Add Items to Shipment 

EDIT SHIPMENT

If you’d like to edit addresses, shipping methods, shipping date, declarations etc, click on “Edit” on the right of the shipment. Then you can edit all the shipment details again. 

ADD ITEMS

Check the box on the left. Click ADD ITEM(S) TO REQUEST to add. 

POSTPONE A PAID SHIPMENT 

You can postpone the shipment if it is still in our facility. Call us as soon as possible to postpone the shipment. 

However, if your shipment status is “Processed”, your shipment already left our warehouse. 

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 > Click INBOX

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

2. Declare the items

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 SAVE.

3. Request Shipment

Scroll down, and click PLACE SHIPMENT REQUEST:

4. Complete Shipment Request

4.1. Declaration:

  Declare the items if you haven’t done in step 2. Edit declarations if any.

4.2. Specify destination 

You can add New Address or select an address in your Address Book.

You can make an address default destination by checking the box “Make this my default address”

Click “SAVE NEW ADDRESS” or “UPDATE ADDRESS”.

To know what locations we can ship to, read more.

4.3. Select shipping methods and carriers 

Click SHOW RATES to see different rate estimates and ETAs:

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. 

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, if you want us to open and bundle multiple items. 

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

4.5. Submit the request

Click SUBMIT AND SAVE REQUEST. Your shipment request now is under SHIPMENT REQUEST in INBOX until it is processed. 

US Global Mail Shipping 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). 

A complete shipment guide is available at: https://usglobalmailhelp.zendesk.com/hc/en-us/articles/360016444334-A-complete-shipment-guide