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).
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.