Top FAQ

If you cannot see your parcel, please click ‘Locate 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.

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:

1. Log in to vPost, click on ‘Action Required’ and view the status of your parcel
2. If the status is ‘Wait for form’, click on the link ‘Download SED form’
3. Print out the SED form and complete all the required details
4. Sign the form
5. 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.

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.

Example:

– 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

Here are some scenarios in which we will not repack

• Where the difference between the actual weight and volumetric weight is under 2kg
• Containing leather products
• Containing products with flammable or alcoholic contents
• Marked ‘fragile’
• Clearly a gift
• Packed within a satchel or plastic packaging bag
• Oversized-Rephrase
• Oversized/Overweight
• Cushion with special packaging (in manufacturer’s packaging e.g. Styrofoam)
• They are in manufacturer’s branded packaging e.g. shoe boxes
• Unusual shape items

If your Fragile packages require special or extraordinary packaging, there will be an additional charge. You will be advised of these costs and asked for permission prior to repacking.

You agree that any such repacking of your packages may mean the return, refund or exchange policy of the Merchant for the Parcels becomes invalid, void or cancelled. vPOST shall not be liable to you for any loss, damage or liability which may be suffered or incurred by you as a result of repacking a package.