Questions, answered.
Can't find what you need? Message us on WhatsApp or open a ticket from your account.
Getting started
Is the US address really free?
Yes. There is no sign-up or monthly fee. You only pay freight (and customs, if any) when a package lands.
How do I write my address at checkout?
Use the name on your account, the warehouse street in line 1 and your account number in line 2. If a store blocks line 2, add the account number after your name.
Can I change my pick-up branch?
Yes — from Account settings, or ask us on WhatsApp. New packages follow the new branch.
Shipping & tracking
How long does it take?
Most packages reach Jamaica 3–5 days after our Florida warehouse receives them. We fly 2 times a week.
Why pre-alert a package?
A pre-alert tells us what's coming and links the invoice. It's matched faster on arrival and clears customs sooner.
My store says delivered but I don't see it.
Packages show up once our warehouse scans them — usually same or next business day. If 2 business days pass, open a support ticket with the courier tracking number.
Customs & charges
When do I pay customs?
When the package value (with shipping and tax) is over US$100, Jamaica Customs charges duty, GCT and fees. Our calculator shows an estimate.
Why do you need my invoice?
Customs values your package from the invoice. Without it, they may hold the package or value it themselves.
What fees can apply?
Bad-address handling JMD 500, storage JMD 30/day after 30 days, delivery JMD 500–1,000 and oversize JMD 3,000.
Payment & pick-up
How can I pay?
Online by card or wallet balance, or at the branch by cash or card. Online payers skip the line.
Can someone else collect for me?
Yes — add them as an authorised person in your account, or they can bring your QR code and their ID.
What does first-in, first-out mean?
If you have packages from more than two flight days, collect the oldest first or all of them together.
Prohibited & restricted items
What can't I ship?
Firearms and ammunition, illegal drugs, explosives, flammable liquids, aerosols over limits, currency, and anything banned by Jamaican law.
What needs a permit?
Some foods, plants, medicines, pesticides, telecom equipment and motor vehicle parts may need an import permit. We'll tell you if one is required.
Still need help? Contact us — we reply within one business day.