No, we do not accept any Instacart orders. We only accept non-refrigerated food deliveries that adhere to our prohibited list by way of major carriers.

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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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Follow these steps:
Login to your CrossBorder Pickups Account, choose “Account” (on the top right side) and under Business Info select whether or not you have a Canadian Import Number.

If you select ‘No’, you will be required to complete and submit the following information online:
POA – Power of Attorney and INA – Import Number Application

If you select ‘Yes, you will be required to input your Canadian Import Number and also submit the POA – Power of Attorney.

In order to obtain a Business Number online, please visit the CRA’s Business Registration Online (BRO) website.

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No. The import/export account is free of charge and takes a few days as we have to work with both broker and customs to get the number. The import number will be emailed to you when it’s completed.

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Any Canadian resident or non-resident business is eligible for an importer number.

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As you may know, businesses are subject to only a 5% tax instead of 13%.

The owner or importer of record is responsible for paying the GST/HST on imported goods. If you are for the GST/HST and you are the importer (the person who caused the goods to be imported into Canada), you may claim an input tax credit (ITC) for the tax you paid on the imported goods, as long as you meet the requirement for claiming ITCs.

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As the CBSA now conducts most of its compliance checks following importation, the business number allows Customs to release cargo and audit later. As well, since verification is required to obtain an importer number, it eliminates confusion or debate about who is responsible when a Customs problem does arise.

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The business number is the master number used by Ottawa to track Canadian business activity, and the importer number is a sub-account (business number + RM0001) that is activated when your business imports commercial goods. It should be noted the import number must be applied for. You can find this form when you log into your portal, under your account profile, within the Business Info section. Click here on how to obtain an importer number with the help of CrossBorder Pickups.

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Yes, all commercial cargo imported into Canada requires a business number. Please note the CBSA’s definition of “commercial” is extremely broad: anything for “commercial, institutional, or occupational use” is considered commercial. Personal orders of a high volume (e.g. 100x of the same item) or peculiar in nature (industrial machinery) may also require a business number regardless of their end-use.

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Only registered businesses qualify for our Returns Service. You will need to register your business with us by and providing your import number and signed PoA, which is available under Business Info under your account in your portal. If you do not have an import number but have a federally registered business number, compete the Import Number Application form along with the PoA and CBP will request one on your behalf at no extra charge.

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If you are planning to import commercial goods into Canada, you have to register. An importer account number is used by the Canada Border Services Agency to identify importers and to process Customs accounting documentation.

Interesting Fact: 45 million parcels and pallets enter Canada each year, and to keep track of all that cargo, Customs uses your business number (or ‘importer number’) for identification and compliance

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Any FDA regulated goods that have an active ingredient require a broker to clear before shipping. FDA regulated goods that do not have an active ingredient require Prior Notices. For more information read about it here.

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Please check to ensure the name on the shipment and the name given to us on file matches identically. It is also important to include the unit number found in the portal to the shipper/seller when sending packages to our U.S. address.

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CBP cannot guarantee successful delivery of your shipment if the unit number is not entered. Unit numbers are mandatory, and if it’s missing, we rely on the name on the shipping label. The name should match what is on file. It’s best practice to have both but the unit number is the most important.

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Yes. A common cause of delays in shipping and receiving products can be attributed to information which is either incomplete or inaccurate. It is the customer’s responsibility to ensure that all information is accurate.

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It will be the customer’s responsibility to cover the duty and taxes on all packages and request for a B3 form to apply for a reimbursement. Please keep in mind that there is a $10+tax charge to request the form and payment must be made immediately.

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It is the customer’s responsibility to know how many packages are being received in Canada and to determine which package belongs to which invoice. CBP has no way of knowing how many packages are arriving and is not responsible for determining which invoice they are associated with.

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We encourage our customers to always be as accurate as they can be when it comes to declaring the fair market value. If you are found to be undervaluing or falsifying an invoice, you may be subject to a $300 CAD fine, suspension of the account, and/or confiscation of the item.

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Yes. Fair market value must be declared regardless of whether the item itself was paid for, awarded as part of a contest, or given as a promotional item. There has to be a value documented for the item if you intend to have it cross the border.

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The invoice should include these details:

• Vendor information
• Recipient information
• Date of purchase
• Item description
• Item quantity
• Item value

The document must be clear and legible as it is what we will be provided to customs.

Please note that screenshots and PayPal transaction documents are not acceptable forms of invoices.

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An invoice is a document required to show the proof of purchase. It is required as part of the shipping service across the border. CrossBorder Pickups provides the invoice to customs when your item is making its way across the border.

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All declarations must be truthful and accurate as false information may lead to a minimum $300 fine and suspension of service.

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In order to maintain transparency, accuracy and efficiency, we ask that all Canada FBA sellers provide a packing slip for all shipments valued over $500 USD. We ask that the packing slip be affixed to a conspicuous place on the exterior of the parcel.

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A packing slip must include the following:

• Shippers information (sender/seller)
• Recipient’s info and address
• List of all items
• Quantity of each item
• Value of each item listed
• ASIN or link to that listing
• The total value of the shipment

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Recently, customs has been scrutinizing shipments that they have identified as going to Amazon across the border. Customs will look up the value of the product on Amazon and since there may be many different sellers, they may find a different value for your item and deem you to be under-declaring its value. Please note that this has been a general trend at the border and has nothing to do with our customers’ specific accounts.

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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.

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If you’ve received your package in Canada we can certainly assist. First, you’ll have to enter your shipping information under the Single Shipment > Delivery Only 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 CrossBorder Outbound Delivery service. Refer to this video on how to use our Outbound service and Rates Page for more information.

Do you think it's helpful? YES / NO

Do you think it's helpful? YES / NO

Yes, contact customer service to let us know you’d like your package(s) sent to another branch and allow for 1 to 2 business days for transfer. Once it arrives at the requested branch and scanned in, you will receive an email. It is not advised to show up before confirming the package transfer has been completed.

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We require that customers provide a return label/postage before we can ship the package(s). 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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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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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.

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Our U.S. facility has an order cut-off time of 1:00 pm, whereby all items ordered after 1:00 pm will be processed the following day.

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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. A B3 form can be requested for $10CAD where correction and applicable reimbursement is made through the CRA,

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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 Terms of Services in the User Agreement for more information.

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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.

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