International Shipping Solutions

International Shipping Frequently Asked Questions

Can you pack my item(s)?

Yes. Our locations are staffed with packing professionals who take great care in securing your item(s) for shipment. We uphold quality packaging standards for the safe arrival of your item(s).

Can I purchase packaging supplies at The UPS Store?

We offer a wide range of packaging supplies and materials, including envelopes, boxes, bubble cushioning, packaging peanuts and tape. Just ask our packing experts for advice on what supplies will best suit your needs.

How much do you charge for packaging supplies and services?

Because our locations are individually owned and operated, prices may vary. Contact your neighborhood location for pricing.

Can I order carrier supplies at The UPS Store?

The UPS Store does not sell package carrier supplies. To order supplies, contact the package carrier directly.

Do I have to pack my item at The UPS Store, or can I bring it in already packed?

You can bring your package in already packed, and our packing experts can determine if it’s properly packed to withstand shipping stresses. Or you can trust our packing experts to do the job for you so your items arrive safely and intact.

Can you ship large or odd-shaped items internationally?

Yes. Many of our locations are capable of shipping large or odd-shaped items, such as furniture. Large or odd-shaped items often require specialized packaging. The UPS Store offers custom handling and packaging, from blanket wrap to custom cartons, crating, shrink-wrapping and palletizing. Your neighborhood location can advise you on the best packaging method for your item(s). Contact your neighborhood location to ensure it offers packing and shipping of large or odd-shaped items.

How do I know my international shipment will clear customs?

The UPS Store will assist you in completing the correct documentation so that your shipment has the best chance of clearing customs. The international shipping experts at The UPS Store will inform you at the time of transaction of any restrictions that may cause problems for your shipment.

What are duties, taxes and fees?

Duties are fees imposed by customs on imported merchandise. The applicable charge will be based on the value and/or gross weight and may differ according to the commodity. You are responsible for payment of all duties and fees. Fees are implemented by the customs broker or agent for its services.

How do I find out which duties, taxes and fees apply to my international shipment?

Contact your neighborhood locationto ensure it offers this service for details on duties, taxes and fees. You can also visit the U.S. Customs and Border Protection agency’s Web site at www.cbp.gov to find out what items are restricted from import into the United States. Visit the World Customs Organization’s Web site at www.wcoomd.org to find restrictions for other countries. Visit www.ups.com for a list of U.S. Customs Brokerage service fees. For more details, contact the UPS International Service Center at (800) 782-7892.

What should I do if my international shipment does not clear customs?

The UPS Store location that shipped your item(s) will contact you and provide you three options: (1) you provide additional information and/or authorize payment of any charges so the package or letter can be delivered to the consignee; (2) you give authorization to pay the necessary charges (return freight, plus any other charges) to have the package or letter returned to you; (3) you abandon the shipment and authorize payment of abandonment charges, if required by the destination country. You will need to determine the course of action you wish to take and make arrangements for payment. A decision will have to be made within three business days. If a decision is not given, the package will be returned to The UPS Store, where you can pick it up.

Can I get e-mail notification of my shipment’s progress or status?

Yes. You can receive e-mail notifications of your shipment’s progress or status. To receive e-mail notifications, use the online tracking feature. You have the option of entering up to three e-mail addresses and a short message (optional). When the package is delivered, e-mail notifications will be sent to all specified e-mail addresses with a link to the most current package information.

How long will it take for my shipment to arrive at its destination?

Delivery time depends on the service you purchase. The UPS Store offers UPS Next Day Air®, UPS 2nd Day Air®, UPS 3 Day Select®, UPS Ground and other options.

How do I track my shipment?

Use the online tracking feature to track your shipment. You will need your tracking number. If you don’t have the tracking number, contact The UPS Store location that shipped your item(s). Because our locations are individually owned and operated, the MBE Home Office does not have access to your shipping details. If you did not ship your item(s) at The UPS Store, contact the package carrier directly to obtain your tracking number. If the information on the online tracking feature is unclear, contact the carrier directly to inquire about specific delivery details of your shipment.

What should I do if I can’t track my shipment online?

Contact The UPS Store location that shipped your item(s). Because our locations are individually owned and operated, the MBE Home Office does not have access to your shipping details. If you did not ship your item(s) at The UPS Store, contact the package carrier directly.

What should I do if I don’t understand the tracking information for my shipment?

Contact the package carrier directly to inquire about specific delivery details of your shipment.

Can I upgrade the service level of my shipment while in route?

Contact The UPS Store location that shipped your item(s) immediately to inquire about the possibility of address correction. If you did not ship your item(s) at The UPS Store, contact the package carrier directly.

How do I change the address on my shipment?

Contact The UPS Store location that shipped your item(s) immediately to inquire about the possibility of address correction. If you did not ship your item(s) at The UPS Store, contact the package carrier directly.

Can I re-route my shipment while in transit?

Contact The UPS Store location that shipped your item(s) immediately to inquire about the possibility of re-routing your shipment. If you did not ship your item(s) at The UPS Store, contact the package carrier directly.

For UPS shipments, UPS offers UPS Delivery Intercept®, allowing the shipper (i.e., The UPS Store) to maintain control of packages as they move through the UPS network. This fee-based service allows shippers to request the intercept of packages prior to delivery, providing greater flexibility in managing shipping needs. When you select UPS Delivery Intercept, The UPS Store can request that UPS perform one of the following actions: return to sender; deliver to another address; reschedule delivery; and will call. To find out more about UPS Delivery Intercept and how to intercept a package, contact your neighborhood location.

Can I insure my shipment?

Each carrier offers a declared value program. Because our locations are individually owned and operated, prices may vary. Contact your neighborhood location for declared value pricing.

What should I do if my shipment arrived damaged?

If you are the sender, immediately notify The UPS Store location that shipped your item(s) to report a damaged shipment and begin the claim process. Have the recipient save all packaging material. Once The UPS Store location reports the damaged package, the carrier that shipped your package will initiate an investigation and may or may not approve the claim upon successful completion of the investigation. If you are the recipient, contact the sender of the shipment to inform him or her that the shipment arrived damaged. Because the sender is the customer of The UPS Store, he or she will need to notify The UPS Store location that shipped the item(s) to report a damaged shipment and begin the claim process. Remember to save all packaging material.

What should I do if my shipment is lost or stolen?

If you are the sender, immediately notify The UPS Store location that shipped your item(s) to report the lost or stolen shipment and begin the claim process. Once The UPS Store location reports the damaged package, the carrier that shipped your item(s) will initiate an investigation and may or may not approve the claim upon successful completion of the investigation. If you are the recipient, contact the sender of the shipment to inform him or her that the shipment is lost or stolen. Because the sender is the customer of The UPS Store, he or she will need to notify The UPS Store location from which the item was shipped to report the lost or stolen shipment and begin the claim process.

What should I do if my shipment arrived late?

If you are the sender, immediately notify The UPS Store location that shipped the item(s) to report the late arrival of your shipment. For UPS shipments, the sender may be entitled to a UPS Guaranteed Service Refund. The UPS Store location will be able to submit a UPS Guaranteed Service Refund request for eligible service refunds on your shipment. Refund checks will be made payable to you for the amount up to the UPS retail rate for shipping charges, and up to the UPS retail accessorial rate for refundable service options. The UPS Store location will be able to choose whether the check will be mailed to your address or the address of The UPS Store location. Service guarantees may be suspended during the holidays due to increased volume of packages. Please review the holiday schedule on www.ups.com. If you are the recipient, contact the sender of the shipment. Because the sender is the customer of The UPS Store, he or she must immediately notify The UPS Store location that shipped the item(s).