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GETTING STARTED

Refunds are not applicable for credits purchased in the portal.

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Our Mail Service is available to all customers that have packages that can be shipped through UPS, FedEx, and CanadaPost.

For customers who have selected the option for pick up within their account and your package is still in the US, but wish to have their order mailed to the address on their account, please follow the guidelines illustrated below:

  1. While creating your order, select the MAIL option:Pickup or mail options
  2. After reviewing the charges and applicable duties & taxes, click Submit Payment.Submit Payment
  3. You will be taken to the payment page to complete the transaction.
  4. We will receive the request to have it mailed. After it is processed you will get an email of the tracking number. Please note that you may not see movement on your tracking until it has cleared customs and picked up by the local courier in Canada.

If your package is already in Canada:

  1. Contact our Customer Service Team via online chat or email. Make sure to include your account/unit number as well as the package IDs you would like to have mailed out.
  2. Our Team will call you via the number on your file to take payment for postage over the phone.
  3. Your tracking number will be sent to you as soon as it is processed.

Alternatively, you can update the default option to mail within your account:

  1. Log into your portal.
  2. Click your initials located at the top right corner.
  3. From the dropdown option select Account.
  4. Within the Individual Info section, select your preferred option from ‘Select your delivery option’ dropdown field.Pickup or Mail Option
  5. Please note the selection made will be your default option. All packages that are processed will automatically be delivered based on what is selected.

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To enter your items start off with clicking the green + Add New button. Please note that this should be entered for every unique item (commodity).

 

Type the description of the item, then make sure to select from the dropdown menu the best option that matches the commodity.

 

Complete the rest of the fields. Please note that the Country of Origin refers to where the item was made, not where it was purchased. Click Add Item when done.

 

Uploading a PDF of the invoice will help prevent delays when submitting the shipments to Customs.

Click Submit when completed. If you agree to all the fees, duties, and taxes you can move forward by clicking  Approve.

To create the order to have your packages shipped, follow the instructions here: HOW DO I CREATE AN ORDER TO SEND MY PACKAGE(S) TO CANADA?

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After your order has been approved by you, a checkmark box option will allow you to select the shipment(s) that you wish to consolidate and import into Canada

Once shipment(s) is selected, navigate your mouse to the top right-hand corner and click the green paper plane icon labelled ‘SEND TO CANADA’.

You will then have the option to select to have it mailed or picked up.

Follow the prompts to complete your order.

All shipments requested shipments will appear under the Shipments Requested tab. Additionally, you can find your status of your requested shipments there as well.

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For Inbound shipments that are mailed to the address on your account, a tracking number will be emailed to you once a postage label has been created.

For Outbound shipments where postage is purchased from CBP, your tracking number is available as soon as you complete your transaction. Not to worry, it’s also available within the All Shipments page. You can even download your shipment with the tracking number(s) for your convenience.

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