When you are registered with us, you are provided with your own unit # at our warehouse (virtual address). You can use it to shop in the US. You do not need to notify us when you shop.

When we receive the package with your unit # and the correct name, we assign it to your account. We will send an email to let you know that the package was received, which can take up to 4 days (can be longer for holiday seasons). After receiving our package notification email, log in to your account. Go to Inbound – CBP

Click Information Required
If your individual purchase/item comes in multiple packages, please see ‘Additional Information’ at the end

Match the sender and tracking number,
so that you know what to declare

Put in or select to finish the required information. If Quantity is greater than 1, submit value per item. And hit Add Contents.

Now it shows up in ‘Review and Approve’ Section. Repeat until everything is listed. Remove/edit if necessary. Hit Approve. (To approve, it means you agree with the Duties and Tax. If you don’t agree, do NOT approve or proceed. Please contact Customer Service instead.)

Now the Action should say ‘Pending Order Creation’. The package will NOT be sent to Canada automatically UNTIL the order is created. To do so, select the shipments wished to import by check off the checkmark box. If three or more packages are selected, this order will enjoy consolidated rate. See our website for details.

Click the truck icon, near the top right of the table.

Follow the prompts, pay, then your order will be submitted to be transported. An email will be sent to you once available for pickup at your designated location (ACCOUNT – PROFILE) or mailed to your address on profile with tracking. The maximum weight can be shipped to your address is 66lb per package.

Additional Information – What if my individual purchase/item comes in multiple packages? How to declare to avoid over-paying duty & tax?

Please confirm with your vendor the number of packages they are sending. Wait for all of them to arrive and show up in your account.

Select multiple ‘Information Required’ packages

Click ‘Link selected packages’. Only ‘Information Required’ packages can be linked. Do not enter in any declaration info before linking. If you already declared, please delete those contents before linking them.

The linked packages will now show as such. Follow the previous instruction to declare and create the order.

You may unlink them by hitting the Un-Link icon as long as the action still stays ‘Information Required’.

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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:
2. After reviewing the charges and applicable duties & taxes, click 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.
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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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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