Bundle Box - FAQs

Frequently asked questions

Registration, services & pricing
- Do I need to send a copy of my passport for registration?
  - No, there is no need for a copy of your passport.
- How long does registration for Bundle Box take?
  - You should be done within a few seconds. We just require some personal details, your billing address and a one off registration fee of $15.00 that will be returned with your first shipment.
- When can I start shipping to my Bundle Box address?
  - Immediately after registration you can start shipping to your Bundle Box. You will get your personal address immediately and we are ready to receive your shipments.
- Is it free to register for Bundle Box?
  - We charge a registration fee of $15.00 that will be returned with your first shipment. We do not charge any ongoing subscription fee.
- Are my goods insured while they are stored in my Bundle Box?
  - We offer an optional suite insurance that ensures that your goods are fully insured while in your Bundle Box, up to a value of $10,000.
- What countries do you deliver to?
  - - Anguilla
    - Antigua & Barbuda
    - Argentina
    - Aruba
    - Australia
    - Austria
    - Azerbaijan
    - Bahamas
    - Bahrain
    - Bangladesh
    - Barbados
    - Belarus
    - Belgium
    - Bermuda
    - Bosnia and Herzegovina
    - Brazil
    - Brunei Darussalam
    - Bulgaria
    - Canada
    - Cambodia
    - Cayman Islands
    - Chile
    - China
    - Congo Democratic Republic of Zaire
    - Cook Islands
    - Costa Rica
    - Croatia
    - Cyprus
    - Czech Republic
    - Denmark
    - Egypt
    - Estonia
    - Finland
    - France
    - French Guiana
    - Georgia
    - Germany
    - Gibraltar
    - Greece
    - Greenland
    - Grenada
    - Guadeloupe
    - Hong Kong
    - Hungary
    - Iceland
    - Ireland
    - Israel
    - Italy
    - Ivory Coast
    - Jamaica
    - Japan
    - Kazakhstan
    - Kenya
    - Kuwait
    - Kyrgyzstan
    - Latvia
    - Lebanon
    - Liechtenstein
    - Lithuania
    - Luxembourg
    - Macedonia
    - Malaysia
    - Maldives
    - Mali
    - Malta
    - Martinique
    - Mauritania
    - Mauritius
    - Mexico
    - Moldova
    - Monaco
    - Montenegro
    - Morocco
    - Mozambique
    - Nepal
    - Netherlands
    - Netherlands Antilles
    - New Zealand
    - Norway
    - Oman
    - Pakistan
    - Palestine
    - Peru
    - Philippines
    - Poland
    - Portugal
    - Puerto Rico
    - Qatar
    - Russia
    - Saint Kitts and Nevis
    - Saint Lucia
    - Saint Vincent and the Grenadines
    - Saudi Arabia
    - Serbia
    - Seychelles
    - Singapore
    - Slovakia
    - Slovenia
    - South Africa
    - Spain
    - Sri Lanka
    - Suriname
    - Sweden
    - Switzerland
    - Taiwan
    - Tanzania
    - Thailand
    - Trinidad and Tobago
    - Tunisia
    - Turkey
    - Turkmenistan
    - Turks and Caicos Islands
    - United Arab Emirates
    - United Kingdom
    - Uzbekistan
    - Vatican City State
    - Venezuela
    - Vietnam
    - Virgin Island, British
    - Virgin Islands, USA
    
    We are continuously adding more countries, so if your country is not on the list, you can register, and we'll let you know when we start delivering to your country.
- You do not deliver to my country. Can I still register and use your services?
  - Yes, you can register and use our services, to ship items to the countries where we ship to.
- How much does it cost to ship an item from the USA to final destination, using Bundle Box?
  - Using the shipping estimate functionality, you can calculate the shipping rate precisely. We just require the size, weight, value of the goods of your package. The shipping estimate will include the required import duty and VAT.
- How do you calculate the shipping charges?
  - Shipping charges are calculated by the weight, actual or dimensional - whichever is greater (the chargeable weight). For example: the actual weight of a package is 15KG and the dimensional weight is 25KG the chargeable weight will be 25KG.
    
    Actual Weight - The weight of a package using a standard scale rounded to the next full pound (Example: a 12 1/2 pound carton will have an "actual weight" of 13 pounds).
    
    Dimensional Weight - BundleBox uses the International Air Transport Association (IATA) volumetric standards to calculate the dimensional weight.
    
    Multiply the carton's dimensions (length x width x height) and divide the cubic inches by the dimensional weight factor of 139 if measured in inches. If measured in centimeters divide by 5,000 for a dimensional weight in kilos. Divide kilos by 2.20462 to convert to pounds.
    
    Example: a carton with the dimensions of 30"(L) x 20"(W) x 20"(H) = 12,000 cubic inches, divided by 139 = 86.3 pounds for a "dimensional weight" of 87 pounds (always round to the next full pound).
    
    BundleBox offers a “Strip & Ship Service”, to minimize the dimensional weight and save on shipping charges by repacking items that arrived in unnecessary bulky packaging.
- What other services do you offer?
  - First, you can add as many delivery addresses as you need. We offer repacking service, to protect your fragile items. We offer shipping insurance, which fully covers your goods against damage or loss during transit, up to $10,000 per single article. We offer return shipment insurance in case your item is not as expected or the wrong size and you need to send it back, up to £1000 in shipping costs, including duties and taxes. Also for selected products, we offer an international warranty against malfunction of your purchase. We offer the option to carbon offset your shipments.
- What is the Super Saver Account and how do I upgrade?
  - With the Super Saver Account you receive 20% off the shipping rates. It costs only US$10.00 per month and you can unsubscribe at any time and convert back to a regular account.
    
    In order to activate your Super Saver Account you need to log on to your Bundle Box account and click on 'Get Super Saver Account' option which is located on the top of the page. You need to have a PayPal account to activate it.
- How do I cancel my Super Saver Account?
  - In order to cancel your Super Saver Account you need to log on to your account and click on 'Account details' then below your address the option to cancel will be available.
- I am a company. Can I use Bundle Box services to import goods?
  - Bundle Box is not intended for commercial imports by companies of goods intended for resell. Bundle Box is a service intended for private individuals and personal imports. However, a company can use Bundle Box for occasional imports of goods for the companies own usage. Please note that you are unable to reclaim import VAT if you use Bundle Box.
- I am a USA based retailer or etailer. Can I use Bundle Box to ship my goods to customers in the UK?
  - Yes, you can use Bundle Box and ship goods to your customers outside the USA at the best shipping rates.

Purchasing items in the USA and sending them to your Bundle Box
- Are there any weight or size limits to purchases that I can send to my Bundle Box?
  - Not really, however if you are sending a yacht or a car you might want to contact us in advance.
- Are there any Prohibited & Restricted items that I can not ship to my Bundle Box?
  - Yes, all countries prohibit or restrict some types of products that may be imported.
    
    The following list of the common items that are restricted cannot be shipped or (depending on your destination country) may cause problems and delays during the customs review of your shipment has been created to alert you to items that are generally restricted and help you avoid buying items that are prohibited. Please read carefully before you begin your USA shopping:
    
    1. Perishable or hazardous goods:
    Food / coffee/ drink items/ live animals / animal parts (Furs, skins, tusks, other animal parts are prohibited in most countries) /plants / fish / seeds, soil and other agricultural products
    
    2. Goods that are subject to excise duty:
    Tobacco products / alcoholic beverages (beer, wine and spirits);
    
    3. Goods with import restrictions:
    Unlicensed drugs / offensive weapons / firearms / explosives and ammunitions / pornographic material / products made with animal skin (furs) / lottery tickets and gambling devices / government IDs and licenses / uniform and badges or items that claim to be / or that look similar to/ government identification issue
    
    4. Combustible/Flammable goods:
    Nail polish / paints (non water- based) /oils / matches / chemicals /hair spray / cigarette lighters / perfumes / cleaning and toner fluids / pressurized cans
    
    5. Goods categorized as high risk/uninsurable:
    Money/ coins / gemstones/ credit cards / bullion, antiques / craftware / glassware, liquids / paintings
    
    6. Tactical Equipment
    Night-vision goggles / lock-pickers / optical scopes / laser sites and handcuffs
    
    To learn more on prohibitions and restrictions that may apply to particular goods please contact the Border Control authority for your country. To find your local customs office please go to World Customs Organisation website:
    http://www.wcoomd.org/customwebsites
    
    Alternatively,please contact our delivery parter Fedex International:
    http://www.fedex.com/
- Can I purchase items on COD and send them to my Bundle Box?
  - No, we will reject items that are delivered on COD
- What happens if items arrived damaged at my Bundle Box?
  - We will reject any items that arrived damaged and notify you immediately.
- Can I use Bundle Box to forward my USA mail?
  - No, you can not use Bundle Box to forward your USA mail.
- Will you accept shipments sent to my Bundle Box by a private individual?
  - Yes, we accept shipments to your Bundle Box by private individuals.
- How do you ensure that my purchases will end up in my Bundle Box?
  - Your Bundle Box address is your unique reference address. When purchasing something, please make sure to fill out your correct Bundle Box address, including you name and your Bundle Box Number. If you fail to do so, you risk not getting your products.
- How do I add my Bundle Box US address to my eBay account?
  - Log in to “My eBay” > “Account” > “Addresses” > click on “View all postal addresses”. Scroll the page down, add your Bundle Box US address by filling in the fields with the Bundle Box address, deselect the box “Make this my default shipping address”, and click on “Add New Address”.
- How do I know whether my item has arrived in my Bundle Box suite?
  - Once your purchase arrives at our warehouse, we will notify you and send you the details of your arrived shipments.
- Do I need to notify you of any packages that I expect?
  - No, there is no need to notify us of any arriving packages for you.
- The item that I expect still has not arrived. What should I do?
  - Please check with the sender of the item, or use the tracking code that the sender provided to track down your shipment with the courier that the sender used.
- I intend to purchase several items from different vendors and I want them all sent together to the UK. Can you repackage these items into one box for me?
  - Yes, you can consolidate all your purchases into one shipment to the UK. In this way you save even more, as shipping rates per kilo/pound decrease when the weight of the shipment increases.
- Some of my friends and family would like to make use of my Bundle Box. Is this ok?
  - Yes, this is more than ok. This is a great way for your friends and family to save on shipping costs. When shipping items to your Bundle Box, they should use your Bundle Box address, including your name and suite number. When booking the shipment to the UK, you can add as many delivery addresses as you need. Please note that you as Bundle Box user are responsible for the contents of the parcels and the information that is used to prepare custom declarations on your behalf.
- I want to refuse a delivery, can you do it for me?
  - No, we are not able to refuse deliveries. You can request it to be returned to the sender on an advance payment basis.
- Can you deliver parcels to a USA address?
  - We do not deliver parcels to the USA, with one exception: We can only return purchases to the USA merchant, upon request by the user. An RMA code may be required and an additional handling fee may be charged.

Identification of your arrived purchases.
- What should I do when my purchase has arrived in my Bundle Box?
  - We will notify you immediately when a new item has arrived for you. We will ask you to identify the shipment and provide the required details to prepare the custom declaration forms.
- Does the product value include USA sales tax?
  - Yes, the product value includes USA sales tax.
- Does the product value include the USA domestic shipping costs?
  - Yes, the product value must include the USA domestic shipping costs.
- What can I do when I can not find my product category?
  - Please file a classification request from the Arrived Shipments section. You will receive an answer within 1 working day.
- Why do I need to fill out the product description, product value and classification?
  - We will use this information to prepare the custom declaration forms on your behalf.
- Why do I need to provide you with a product URL?
  - This is only mandatory if you would like to take out a warranty on your purchase. Otherwise it is optional.
- What is a product URL?
  - This is a link to the product on the website of the vendor. You can just copy-paste it from your browser window into the data field. For example: http://www.amazon.com/Sunforce-50012-Solar-Battery-Maintainer/dp/B0006JO0KG/ref=sr_1_2?ie=UTF8&s=automotive&qid=1248791841&sr=1-2
- What should I do after identifying my arrived shipments?
  - Now you are ready to book the shipment of those items to the UK. You can also wait and send more parcels to your Bundle Box, and send all as a consolidated shipment to the UK, to save more on the shipping rates. Shipping rates per kilo/pound decrease when the weight of the shipment increases.

Booking & delivery of a shipment to the final destination
- How long can I store my items at my US Bundle Box address?
  - You can keep your purchases for 30 days free of charge in your Bundle Box. After that, a daily fee of $1 per package will be charged. Your items can be stored in your Bundle Box for maximum 60 days. After that, if no payment has been received, Bundle Box will place your goods under lien and may sell them to recoup the debt incurred.
- Are my packages insured while stored in my Bundle Box?
  - Yes, each item is insured against damage and theft, up to a value of $10,000 while they are in your Bundle Box suite for a maximum period of 30 days.
- Can you repack my items?
  - Yes, we provide a repackaging service to protect your fragile items.
- Can I insure my purchases for the shipment?
  - Yes, Bundle Box offers a shipping insurance, which fully covers your goods against damage or loss during transit, up to $10,000 per single article. You can find the clauses in the Insurance Clauses section.
- Can I carbon offset my shipment?
  - Yes, Bundle Box offers the possibility to carbon offset your shipment. We at Bundle Box feel strongly about operating a carbon neutral business and is carrying 50% of the cost, if you opt to carbon offset your shipment.
- When does Bundle Box ship my purchases?
  - As soon as you have paid, the shipping process begins.
- What means of payment do you accept?
  - We accept Paypal and major credit and debit cards (Maestro, Mastercard, Visa, Solo, Switch). We do not accept bank transfers, cheques or money orders.
- How long do your shipments take to reach me?
  - We offer delivery within 2-3 working days, within 4-5 working days and for selected countries delivery within 6-10 working days. You need to book your shipment before 20:00 GMT to go out on that day.
- Before what time do I need to book my shipment to ensure it goes out that day?
  - You need to book your shipment before 20:00 GMT to go out on that day.
- Can I have my purchases delivered to multiple final destinations?
  - Yes, you can select a different delivery address for each purchase.
- Will you deliver to a PO Box?
  - No, Bundle Box will not deliver to PO Boxes and any parcel forwarding address.
- Do goods have to be delivered to my billing address?
  - No, you do not need to. You may choose a shipping address that is different than your billing address. Bear in mind that goods need to be signed for, so do choose an address where there will be someone available to sign for them during the day.
- What happens if I need to change delivery address after the shipment has been sent?
  - Unfortunately it is not possible to re-route your parcel after you have confirmed the shipment and paid for the delivery.
- How do I track a package on Bundle Box?
  - Please sign in your Bundle Box account and click on "Track status". You will find the tracking details for every shipment.
- I've been tracking my package, but it doesn't seem to be moving. Why?
  - All shipments are tracked via a combination of GPS and advent management. At certain points, the status of goods will take longer than expected because of the physical journey they are undertaking.
- Where do I find the invoice for my shipping charges?
  - A printable invoice for your shipment is available when you log in to your Bundle Box account in the order history section.
- Do I need to pay Customs separately the required import duty and VAT?
  - No, when you book your shipment to the UK, the required import duty and VAT is included to ensure speedy clearance and no further hassle. So no additional charges or surprise calls from a courier.
- Where can I find the customs declaration forms?
  - You can find all required documentation such as packing list, commercial invoices in your order history section.
- Who will deliver the shipments?
  - For final delivery of your shipments we have partnered with Fedex.
- Where can I find the Insurance certificates?
  - Your Bundle Box suite insurance certificate you can find in your account section. All other insurance certificates you can find in the order history section.
- How do I file a shipping insurance claim? What is the claims procedure?
  - You can file a shipping insurance claim in your order history section. You can find the claims procedure in your certificate.
- How do I file a warranty claim? What is the claims procedure?
  - You can file a warranty claim in your order history section. You can find the claims procedure in your certificate.
- I need to exchange the goods I received. I have now shipped them directly back to the supplier in the USA and they should be shipping me smaller sizes etc. of the same items. Can I get a refund on the duty paid on the very same items they are about to shi
  - In case of exchanges you may be entitled to claim your money back on the original shipment's relevant tax/ duty. Please contact the Border Control authority for your country.
    To find your local customs office please go to the World Customs Organisation website:
    http://www.wcoomd.org/customwebsites
    
    If you shipped your goods to the United Kingdom, you can claim your money back by filling C285 claim form which can be found online on HMRC's website:
    http://search2.hmrc.gov.uk/kb5/hmrc/forms/view.page?record=Bc2hJFTaDRM&formId=178