If you cannot see your parcel, please click ‘Find my package’.
Enter the merchant tracking number that was issued to you by the overseas merchant during checkout.
If you do not have a merchant tracking number, please contact the overseas merchant for further assistance.
What is the cost of the holding fee if my package(s) is still in warehouse after 30 days of free storage is over?
vPost charges SGD $1.50 per package per day for packages that are held for more than 30 days from processed date. This fee applies to all packages at our 8 warehouses.
Example: Package is in your account on 1st October, the storage fee will start on 31st October.
The repacking service is available for packages from USA only.
For USA packages, repack option will be available to customer if the difference between the actual weight and volumetric weight exceeds 2KG.
Repacking service is not available for UK and Malaysia as the shipping is charged based on the actual weight.
For vPost Japan, vPost China, vPost Thailand, vPost Taiwan, vPost Singapore and vPost Indonesia if the package has more than 2kg difference between the actual weight and volumetric weight, will be automatically be repacked by us unless it compromises on the safety of the packages.
No US Customs declaration is required for orders below USD2,500.00.
For orders equaling or exceeding USD2,500.00, a Shipper’s Export Declaration (SED) form is needed to clear the parcel through US Customs.
You will be notified when you have an item that exceeds USD2,500.00 and will need to follow the steps below to submit your SED:
- Log in to vPost, click on ‘Action Required’ and view the status of your parcel
- If the status is ‘Wait for form’, click on the link ‘Download SED form’
- Print out the SED form and complete all the required details
- Sign the form
- Return the form to our Customer Contact Centre
We’ll forward the SED form on your behalf to US Customs, so you do not need to contact them directly. Our Customer Contact Centre will notify you if any further details are required to clear your parcel.
Please kindly allow up to 2 working days for our team to process your package upon its arrival at our warehouse facility.
Alternatively, you may also use our “Find My Package” function located on your Dashboard to locate your package as it could have been processed by our warehouse but it was without a valid vPost account number thus it could not be assigned to your vPost account.
I have selected “Auto-declaration” in my profile, why am I still required to declare my package(s)?
The reason will be due to your packages not having a merchant invoice in them. As such, we will require you to input the dollar value of your purchases for customs declaration purposes.
- Log in to your account.
- On your Dashboard, click on the country that you wish to be directed to.
- At the ‘Action Required’ tab, click on the ‘Declare’ button.
- Enter the dollar value of your package and submit your declaration.
As the purchase was made by you, we trust that you will be able to provide an accurate input. Please note that we will need an accurate dollar value of the package for a smooth customs clearance. As such, you will need to input the actual value of the package regardless of whether it is a free gift from the merchant or as a gift for your loved ones and friends.
vPost provides free storage of 30 days from the date package is processed without any charge for your consolidation of shipping payment. However, when packages are held for more than 30 days from processed date, we will charge a holding fee of S$1.50 per package per day.
vPost also reserves the right to dispose any package which has been held for more than 30 days from the processed/declared date.
If you have selected ‘Yes’ for Auto-Declaration in your profile, we will help you to declare your packages when they arrive at our warehouse.
However, if you prefer to declare the packages on your own, please ensure you select ‘No’ for Auto-Declaration.
On the declaration page, select the product categories that match your purchased item(s) for the package.
If none of the categories available match your item(s), you may select ‘Others’ and input your product description.
Please take note to select the correct currency of your declared value and input the value of the package.
Click on ‘Submit’ once you are done.
Will my package be opened by the warehouse team if I did not select “Auto-Declaration” in my account?
Yes, regardless of your declaration profile, all packages will be opened by our warehouse team to check for any prohibited/dangerous items in the package.
This applies to all packages arriving at our 6 warehouses.
Declaration can be changed anytime when your package has arrived at our warehouse and before payment is made. Do note that once package has been paid for, you will not be able to change your declaration.
We will not be liable for any losses incurred by customers due to wrong declarations of the package(s).
No. We do not combine multiple packages as it may potentially hinder the claims process in the event your package is lost or damaged during transit.
Repacking is an option for vPost USA packages only.
For vPost Japan, vPost UK, vPost China, vPost Thailand, vPost Taiwan, vPost Australia and vPost Indonesia, if the package has more than 2kg difference between the actual weight and volumetric weight, it will be automatically be repacked by us unless it compromises on the safety of the packages.
Repacking service is not available Malaysia as the shipping is charged based on the actual weight.
For packages that arrived in our warehouse without any vPost account number, we will repack them if they meet our repack criteria as well.
Do rest assured that you will enjoy savings on your package even after taking into account the repacking fee.
If you have lost your vPost tracking number, log in to your vPost account and click on the ‘My packages” tab to see if your consignment details are listed.
Please ensure that you quote your vPost Customer Number and VP ID. If your question hasn’t been answered, contact us for assistance.
vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight. The process of repacking will be placing the smaller package into one single box.
Example: Height of package being cut down
Please note that we are not able to remove or modify any part/content from its retail packaging when we repack.
– Removal of batteries from the retail packaging.
– Installation of batteries from the retail packaging.
This is to ensure not to have your original package contents being compromised
Will you repack every package that has more than 2kg difference between the actual weight and volumetric weight?
Here are some scenarios in which we will not repack:
- when the package contains leather products, e.g. handbags, purses, coats, etc.
- when the package contains restricted items, such as perfume, standalone batteries, fuels, etc.
- when the package is marked ‘FRAGILE’.
- when the package is obviously a gift, i.e. packed in a gift box, secured with ribbon and gift card, etc.
There are also packages which are specially packed to ensure breakable items are cushioned. As such packages would potentially be bulky, the difference between the actual weight and volumetric weight may be higher. We will take into account such instances and repack only when the safety of the package will not be compromised.
The decision to repack a package will be made at the discretion of vPost.
Repacking service for USA packages:
- Repacking option is available for all USA packages that meet the repacking criteria.
- Customer can choose to repack his packages (if eligible and ship them out via Standard Air and Economy mode as well.
- Repack request will be processed and updated within 2 days from date of request.
- Repacking fee: $6.00 per package.