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SHIPPING INQUIRIES

Currently, you will need to print our CBP label, attach it to your parcel, and drop it off to one of our two locations. We’ll process your package(s) and attach the respective carriers postage labels, for you. In other words, you would not be able to drop any package(s) to the carriers themselves.
Please note that we have a strict policy in regards to using our services outside of the Terms of Services in the User Agreement.

Do you think it's helpful? YES / NO

If you’ve received your package in Canada we can certainly assist. First, you’ll have to enter your shipping information under the Cross Border Delivery tab in the menu. When you’re done, just drop off your package with the prepaid return postage attached at one of our two locations.

Please note that you’ll be using our Cross Border Delivery service (outbound), please refer to our Services Page and Rates Page for more information.

Do you think it's helpful? YES / NO

This option is not yet available, CBP Saver will always offer the best rate for your package. However, if you prefer to ship with a different carrier, submit your order and when you drop off your package, let us know you would like to change the carrier and we can adjust this for you before printing your postage. Keep in mind that changing carriers may adjust the pricing and shipping timeframe from the CBP Saver price.

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Yes, contact customer service to let us know you’d like your package(s) sent to Markham and allow for 1 to 2 business days for transfer. Before picking up please call the Markham location or email customer service ahead of time to confirm that your package has arrived.

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We require that customers provide a return label/postage before we can ship their item. Since we verify package and envelope contents, USPS and other carriers tend to refuse return packages that appear to be opened. This is especially true for envelopes but can also apply to larger packages. You can reply to the approval email with return label/postage. Please note there is an additional admin fee of $5CAD added to the Individual package fee.

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Your tracking numbers become available after we’ve received your packages, print and attached the postage labels. Tracking numbers can be found once you’ve logged into your account under Shipments tab > Processed or Complete > under the Tracking Number column.

Do you think it's helpful? YES / NO

When we receive and process your packages we’ll send you an email for each package. Within the email please click the link for more information where it will list the tracking number, carrier, quantity of the items, estimated value of the content(s) of the package, and item description(s). If there is an invoice included, we’ll take the value (USD) indicated.

If there are multiple different items in one package and we don’t require an invoice, simply divide the Total Value of that package by Quantity to determine the Value.

If we are unable to determine the value and/or identify the item, we will require additional information from you. Alternatively, you can let us know if there are any inaccuracies by replying to the same email.
Please note these values are in USD.

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Most carriers offer a standard $100 coverage. However, additional insurance can be bought when you’re buying postage. It is important to note that you can only claim the amount in which you declared as the value when purchasing the postage and should be. Claims should be made through the carrier in which the postage was bought from.

Shipping is a long process, and for only a small portion of that journey does the package spend in our custody. Currently, Cross Border Pickups does not offer third-party coverage.

Do you think it's helpful? YES / NO

Our US facility has an order cut-off time of 3:00pm, whereby all items ordered before 3:00pm will be set to arrive in Canada the following day. If the shipping order was created after 3:00pm, it would be added to Friday’s shipment, which would be set to arrive in Canada the day after that, this means this particular package will reach Canada on Monday by end-of-day.

Do you think it's helpful? YES / NO

Currently, there are no processes in place to have your tracking number e-mailed to you; however, customer service can provide you with the number upon request.

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If the shipping order has been approved, you will not be able to make changes and will need to contact customer service. Please note that if the item has already shipped across the border, order changes generally cannot be made.

Do you think it's helpful? YES / NO

Please contact customer service immediately with your account number and package IDs you wish to consolidate. Unfortunately, we would be unable to correct this if your package has left our US facility and is en route. Please refer to our User Agreement and Terms of Services for more information.

Do you think it's helpful? YES / NO

Yes, we accept and sign for all packages that require delivery signature.

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Shipments cross over the border once a day, every day from Monday to Friday. There are no restrictions on how many packages you can have shipped over.

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We receive packages from all carriers, including (but not limited to) UPS, USPS, FedEx Home, FedEx Ground, DHL, Prestige and many other trucking companies.

Do you think it's helpful? YES / NO