Frequently Asked Questions

Have a question about the services we offer? We're here to help!

Top FAQ My Account Shipping Warehouse Delivery Payment Guidelines

Top FAQ

1 If your items are delivered by USPS and tracking shows “Delivered” or “Delivered to Agent,” but you still have not received confirmation that your items are in the vPost warehouse?

It is known that with USPS deliveries, very often, “Delivered” or “Delivered to Agent” usually means the package has reached a USPS hub, and it has not yet been delivered to our vPost warehouse. Delivery to our vPost warehouse can take 3–7 business days after it’s scanned "Delivered". For more accurate tracking, we recommend having your US deliveries done by FedEx or UPS.

2Why was my vPost payment unsuccessful?

It appears that the final step of the payment process was not completed. This may be due to one of the following reasons:

An incorrect OTP was entered
The payment was not successfully authenticated through your banking app

We recommend reviewing your payment details and ensuring the final step is completed successfully.

If you encounter any issues or require further assistance, please don’t hesitate to contact our Customer Service Team.

3What is the difference between Economy and Standard shipping modes for USA packages?

For Economy shipping mode, you will be charged based on the actual weight rather than volumetric weight of your package. However, do note that there will be a longer transit time for your packages to arrive.

4How long will my packages take to arrive?

Depending on your selection of the shipping modes available for USA packages, the transit time will differ as per below:

Economy- within 12 to 17 working days from the date of payment.
Standard- within 7 to 10 working days from the date of payment.

For UK packages, the transit time of your packages will be 7 to 10 working days from date of payment.

Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA & UK) and public holidays.

5What are the factors to take note for delivery timeline?

Public holidays
Please be aware that public holidays, both in the country of destination or product source country’s (USA & UK), affects delivery dates.

Working Days
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA & UK) and public holidays.
Gentle reminder that the product source country’s warehouses are in a different time zone to you.

6Why is my shipping fee so high? Are there any tips to reduce the shipping fee? (e.g. Consolidation, etc.)?

As per freight industry practice, the chargeable weight of a package is calculated based on Volumetric or Actual weight, whichever is higher.

Volumetric weight of a package is a calculation that reveals the density of a package and we use the below formula to derive the volumetric weight of a package

Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm

You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.

For USA packages, you may also select Economy shipping mode which charges based on the actual weight of your packages.

7If I have more than one package, will you repack all my packages into one?

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.

8How will vPost do the repacking?

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

For detailed information on how repacking works, check out our blog post for more information.

9Will 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.

10Am I able to claim back sales tax (VAT) through vPost?

No, currently vPost does not provide a service for claiming of sales tax incurred by our customers when they shop online from overseas merchants.

11Where do I enter my voucher / promo code?

Once you have selected all the packages that you would like to check out and your preferred shipping mode, click on ‘Next’.

On the following page, there will be a voucher code field for you to enter the promotion/voucher code that you are eligible for.

Please note that only 1 voucher/promo code can be use per transaction.

12Items that vPost does not ship from USA?

The items listed below serve as guide on some of the more common items that vPost does not ship. This list is not exhaustive and could include items that are not listed below.

AAll kinds of Alcohol-based / Flammable products (e.g. perfumes, cologne, toners, sanitizers etc)
Any external battery/powerbank for smartphones or tablets devices
Intoxicating liquors
Tobacco products
Motor vehicles
Petroleum products
Any type of standalone batteries
Any battery/batteries that is packed in the same package but separated from the device
Alcohol products and beverages (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
Audio Speakers
Counterfeit goods
Diamonds
Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
Engine oils
Essential oils, diffuser oils, fragrance oil and perfume oil
Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
Any unidentifiable material, substance or chemical.
Fuels, gasoline and gas torches
Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
Firearms (or parts thereof)
Imitation tobacco products (e.g. electronic cigarettes, etc)
Infectious substances
Ink Cartridges
Laser apparatus such as laser pointers that are found to have emission powers
Lighters with or without fuel/fluids
Magnets
Munitions of war
Meat or animal extracts
Seeds / live plant
Nail polish and nail polish removers
Narcotic drugs
Pornographic materials
Perishable foods (e.g., cheese, yoghurt, eggs)
Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
Precious metals and Gemstones
Paper currency, coins, credit cards, cheques and stamps (Item(s) would be discard at Origin)
Perfumes, colognes, eau de toilette and fragrance sprays
Perfume samples (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
Radioactive materials
Sprays, aerosol cans and compressed gas cylinders
Turpentine and paint thinner
Weapons (swords / knives / guns, etc).

This list may be updated from time to time. Please contact us if you require any further assistance.

13Can I use the source country address (USA and UK) other than a shipping address?

Your source country address is only meant to be your shipping address, not your billing address, or an address for you to manage mail.
We will discard the letter immediately should we investigate that your packages fall under credit card application or any monetary activities using our source country warehouse.

14How do packages arrive at the overseas warehouse?

When packages are delivered to our overseas vPost warehouse, they are often received in bulk. This is the common practice for most of the big local couriers that are delivering to our warehouse.

*If you notice any issues with pickups at the post office or delivery base, please reach out to the merchant or seller directly.

My Account

1 Can I transfer package(s) that has been processed by warehouse from my vPost account to another vPost account?

No, we do not allow the transfer of packages. All packages will be processed accordingly to the vPost account number that is stated in the invoice/shipping label on the package. If you have difficulties logging in to your vPost account, please contact us for further assistance.

2I currently have 2 vPost accounts under my name, can I transfer package(s) to the account that I want to keep and terminate the other?

Yes, an admin fee of USD$8 per package will be payable for the process of this transfer. Verifications will also be done to ensure that the package(s) belong to the rightful owner.

3 What happens if I forget my vPost password?

If you have forgotten your vPost password or it is not working for some reason, please follow the steps below:

At the sign-in page, click on ‘Forgot password?’
Enter your email address that you have registered for.
Click on “Send me reset password instructions” button.
An email containing your password will be send to the email address specified in your profile.

If you have difficulties retrieving your vPost password through the above method, you may contact us for further assistance.

4How do I change my password?

Simply sign in to your vPost account and the option to change your password will be available under ‘My Profile’ tab.

5How do I update my personal information?

Simply sign in to your vPost account and you will be able to update your personal information under ‘My Profile’ tab.

6How do I know if my account has been activated?

You will receive a welcome email from us if your account has been successfully activated. Please check your junk/spam mailbox if you did not see the email in your inbox.

7What should I do if I did not receive the activation email?

Please refer to our Customer Team for further assistance. Click here

8How do I activate my account?

After signing up for an account with us, a message with a confirmation link will be sent to the email address you used to register. Click on “Activate My Account”, and you will be automatically logged in.

Kindly activate your account within 3 days from receipt of the activation email.

^ Back to top

Shipping with vPost

1What are the US warehouse addresses and operating hours for Amazon shipments?

Customers shipping items via Amazon to our US warehouses should use the following addresses and note the operating hours:

13802 NE Airport Way, Portland, OR 97230, USA – Monday to Friday, 10:00 AM to 6:00 PM
298 Cherry Lane, New Castle, DE 19720, USA – Monday to Friday, 8:00 AM to 5:00 PM

2Can deliveries be made outside warehouse working hours or on weekends?

No. Deliveries attempted outside working hours or on weekends may fail. To avoid issues, customers must set the correct Delivery Instructions in their Amazon account.

3What should customers do if a delivery fails?

If the delivery occurs outside warehouse hours and non-receipt is confirmed by the US Team, customers should contact the merchant (Amazon seller) for further assistance.

4How can customers ensure smooth deliveries to our warehouses?

Customers should:

Verify that the correct Delivery Instructions are set in their Amazon account.
Select the appropriate delivery options for our warehouses as shown in the attached screenshot.
Follow these instructions for all future Amazon orders to prevent failed delivery attempts or returned parcels.

Important Note: Incorrect or missing delivery instructions may result in failed delivery attempts or returned parcels, which are beyond warehouse control.

5If your items are delivered by USPS and tracking shows “Delivered” or “Delivered to Agent,” but you still have not received confirmation that your items are in the vPost warehouse?

6Why are personal effects and used household items not approved for shipping to Singapore?

Used household items and personal effects cannot be shipped to MY due to the challenges in accurately determining their value. This restriction ensures compliance with local customs regulations and helps streamline the shipping process.

By focusing on items with clear, documented values, we aim to deliver a more efficient and dependable service. We appreciate your understanding and cooperation in following these guidelines. If you have any questions or require further assistance, please feel free to contact our customer support team.

7What happens if my shipment is delivered to the shipping address on a weekend or non-working day?

Please be aware that we will not be liable for any loss/damages or compensation for packages delivered outside of our warehouse operating hours or on weekends & public holidays. We kindly ask you to remind the merchant to avoid scheduling deliveries during these times.

8What do I do if my shipment goes to my old address?

Please update your new vPost address on the merchant or supplier platform and inform the merchant to redirect the existing shipment to your new address.
The previous office is now under new ownership and is not associated with vPost. For additional assistance, we recommend contacting the merchant directly.

*We are not liable for any loss of shipments sent to the old address.

9How do packages arrive at the overseas warehouse?

10How long will my packages take to arrive?

Depending on your selection of the shipping modes available for USA packages, the transit time will differ as per below:

Economy- within 12 to 17 working days from the date of payment.
Standard- within 7 to 10 working days from the date of payment.

For UK packages, the transit time of your packages will be 7 to 10 working days from date of payment.
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA & UK) and public holidays.

11What are the factors to take note for delivery timeline?

Public holidays
Please be aware that public holidays, both in the country of destination or product source country’s (USA & UK), affects delivery dates.

12How will I know that my package has arrived at our overseas warehouse?

An email notification will be send to your registered email once your package has been processed at vPost’s overseas warehouse. Do check your ‘Junk’ folder in case the notification email has been filtered from your main inbox.

Once you are logged in to your vPost account, your dashboard will show you total number of packages that require your actions and total number of packages which are pending for payment. The breakdown of your packages is also shown below, according to each of the source countries. You may click on the source country to access the information of your packages in that specific source warehouse.

In the event that your merchant has updated your package as delivered but it has yet to appear in your account after 2 working days, please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.), to help us locate your items.

13If I do not wish to use vPost service after my package has arrived, what are the applicable charges to redirect/return the package?

For return to merchants with a valid prepaid return label, the amount payable will be USD$6.50 only. If your merchant did not provide a prepaid return label, then the cost to return your package to the merchant's address will be payable by customer.

For redirection to another address within the same source country (where the parcel is received in the vPost warehouse), please provide the redirection address in the respective country. The redirection fees for the USA is USD$29.00, and the redirection fees for UK is USD$19.00.

For a return to merchants with a valid prepaid return label. Applicable for the package with a pre-paid label. The return form serves only as authorization from the merchant and does not cover postage fees. We are not responsible for any delays in the return process once the return has been handed to the carrier. Please monitor the return shipment using the tracking details provided by your carrier.

Return and Redirect submission request must be done via your vPost log in account.

For Redirect, please note the following: The Standard Rate applies to normal deliveries and is subject to size and weight limits. It does not cover urgent requests or disruptions. Redirected packages are not insured, and no waiver will be provided for failed deliveries. We do not accept redirection to hotel addresses due to delivery and verification limitations.

14What are the minimum and maximum package size that I can ship using vPost Services?

There is no minimum size for packages that you can ship via vPost. However, each package minimum chargeable weight will be 0.5KG.
For the maximum size allowance, please kindly refer to the respective sections below:

vPost USA
Maximum Actual weight: 30KG.
Maximum Length / Width / Height: 150 cm
Eg: If the length or width or height is more than 150cm, it is considered oversize.
Packages that exceed the maximum length measurement cannot be shipped.
vPost UK
Maximum Actual weight: 30KG
Maximum Length / Width / Height: 150 cm
Eg: If the length or width or height is more than 150cm, it is considered oversize.
Packages that exceed the maximum length measurement cannot be shipped.

15Does vPost provide guarantee on product authenticity?

vPost does not guarantee the authenticity, genuineness or quality of the item. For your own safety, please purchase items from reputable merchants and sites.

16What should I enter as my shipping and billing addresses on merchant websites?

You should enter your personalized vPost address, specific to the country which you are shipping in, as your shipping address.

These personalized addresses comprise of your name, VP number and the overseas address vPost uses to process your packages and are displayed in your vPost account.

You should enter your local address as your billing address.

However, you can also enter your personalized vPost address at merchants’ sites which do not allow you to enter your local addresses as a billing address. Please note that by doing so, you may not receive the hard copy invoice should the merchant send it via mail.

17What are the benefits of using vPost Shipping Services?

The benefits of using vPost Shipping Services include, being able to:

Purchase items that are available overseas but not in Malaysia.
Purchase items from overseas merchants that do not ship to Malaysia.
Purchase items available in Malaysia from relatively cheaper overseas sources.

18How do I use vPost Shipping Services?

To use vPost service, you must first be our member. Membership is free and you can Sign Up over here if you are currently not a member:

For vPost members, you can follow the steps displayed here to start shopping from overseas retailers/merchants.

19What are vPost shipping services?

Below are the shipping services offered by vPost currently:

vPost USA
vPost EUROPE

vPost provides you with a personalized delivery address located in 3 source countries overseas, allowing you to shop globally from international merchants.

Your purchases that are delivered to these personalized delivery addresses will then be shipped to your local address that you have indicated when you made the payment.

20What if the merchant delivered the wrong items or quantity to me?

As vPost only provides the means for you to ship your packages to your local address, you will have to liaise directly with your merchant for any refund, return, exchange or money-back guarantee policy and/or claims procedure of any such items.

21Any tips on how a package should be packed?

We do not recommend shipping fragile or special care items.

However, if you choose to proceed, please ensure the sender uses proper packaging. Kindly instruct the sender to securely package the items for shipping, ensuring they are adequately insulated throughout the shipping process. Please note that packages requiring special or cold temperature handling are prohibited, as all packages are shipped on pallets and maintained at room temperature during transit.

We do not accept responsibility for any damages that may occur during handling, shipping, or delivery from our overseas facilities to your Malaysia address.

22What is the difference between Economy and Standard shipping modes for USA packages?

For Economy shipping mode, you will be charged based on the actual weight rather than volumetric weight of your package.

However, do note that there will be a longer transit time for your packages to arrive.

23Is Economy shipping mode available for all of the source countries?

Currently, Economy Shipping is only available for USA packages.

24What is vCare?

vCare is an optional, performance warranty by SingPost to afford vPost members the added assurance that their packages will be protected against loss or damage during transportation (with certain exclusions). While we handle all packages with great care, loss or damage may occur due to unexpected events and accidents outside of our control. In the case of an incident, SingPost’s liability as a shipper is capped at the full amount of shipping charges paid by you plus 50% of the declared value of the item for which a justified claim is made.

With vCare, however, you will be covered (subject to limited exceptions) for the full amount of shipping charges paid plus 100% of the declared value of the item for which a justified claim is made, subject to a maximum cap of SGD $20,000 for all items shipped pursuant to a single consignment note. For more details, please click here

Please note that vCare is not an insurance product and SingPost is not a licensed insurer.

25What items can be covered by vCare?

Most items can be covered by vCare but some exclusion still applies. For more information, please kindly click here for our vCare Terms and Conditions.

26How much do I have to pay for vCare coverage?

vCare charges will be 3% of the declared package value, subject to a minimum charge of USD $8.00 for each consignment note. Declared item value shall include, but is not limited to, cost of the item, local shipping charges to vPost’s overseas shipping facilities and any other applicable charges paid. Limits of liability in relation to each consignment note to which vCare applies will be SGD $20,000. vCare coverage is non-refundable for insured items. For more details, please click here

27How do I file for Claims after purchasing vCare, in the event that I need to?

An enquiry should be raised via our Customer Service. Please call +65 6841 2000 or leave us a message.
When submitting the claim, all relevant documents must be enclosed, including but not limited to the following:

Content merchant invoice or purchase receipts of the article covered by vCare;
Photos of the external packaging and the damaged content to facilitate our investigation;
All correspondence exchanged with any third party responsible or potentially responsible for the loss or damage of the article.

Please refer to vCare Terms and Conditions for procedure of claims.

28Can I use the source country address other than a shipping address?

29How do packages arrive at the overseas warehouse?

^ Back to top

Package at vPost Warehouse

1I 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.

2My package has arrived at the source warehouse but why is it still not reflected under my account?

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.

3What happens if my USA order exceeds USD$2500 in value?

A Shipper’s Export Declaration (SED) form is needed whenever your package’s value is above USD $2,500. This form is needed by the US Customs Authority. Please refer to vPost Terms and Conditions clause 10 for a sample of the SED form. Once the form is filled and duly signed, we will forward it to our USA forwarder for processing.

4What is Auto-declaration?

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.

5How can I declare packages on my own?

On the declaration page, please select the product category that best matches your item(s). If none apply, choose “Others” and enter the product description. Ensure the correct currency is selected and the package value is entered accurately. Click “Submit” once completed. Kindly note that the declared value must be accurate for Customs and claims purposes.

6Will 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 4 warehouses.

7Can I change my declaration?

You may amend the declaration once your package arrives at our warehouse and before payment is completed. Please note that after payment has been made, the declaration cannot be changed.

Kindly ensure that the package value is declared accurately for Customs and claims purposes.

8What if my item was a free gift from my merchant or I have redeemed the item via my loyalty points, what is the correct amount for me to declare?

All goods, including Free of Charge (FOC) items or replacement goods, imported into Singapore are subjected to Goods & Services Tax (GST). For items without any value indicated in the invoices, you have to obtain the commercial value of the items from the supplier/merchant. The declared value at the time of import should be based on:

The transaction value of identical or similar goods from the same country of origin that is exported at about the same time, or
The original price payable for the goods as if they are sold for export to Singapore

9From which countries will the repacking service be offered?

The repacking service is available for packages from USA.

For USA packages, repack option will be available to customer if the difference between the actual weight and volumetric weight exceeds 2KG.

10Will 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.

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.

11If I have more than one package, will you repack all my packages into one?

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.

12Can I choose not to repack my packages?

Repacking is an option for vPost USA packages only.

For vPost Japan, package that meets our repack criteria will be repacked by us unless it compromises on the safety of your package or does not meet our repacking requirements.

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.

13How will vPost do the repacking?

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

14Should I repack my USA package if I plan to ship via Economy Shipping mode?

If you are shipping your USA packages via Economy Shipping, you need not repack your package since we will only be charging based on the actual weight of your package. Repacking will reduce only the volumetric weight and will have no cost savings if shipping via Economy mode.

15Why is there a need to provide 2 tracking numbers when enquiring about my package?

There are Merchants that use FedEx Smartpost or UPS SurePost to send packages to vPost USA Warehouse. Such services come with two tracking numbers.

In the event wherein physical package label become spoil due to unforseen event, warehouse will not be able to track the package using only one tracking number. Providing both tracking numbers will make it easier to track the package.

The two tracking numbers can be found at the upper left and lower right sides. See image below as guide.

^ Back to top

Package Delivery

1What happens to my package(s) if the delivery fails?

An advice of arrival will be left at your delivery address if the first delivery failed. Kindly follow the instructions on that advice slip to arrange for redelivery. Please also note that we are not liable for packages once first delivery attempt is made. In case any further assistance is required, please kindly contact your local post office on item status.

2Can I change my delivery address after I paid the shipping fee?

No, any changes to the delivery address needs to be done before the payment of the packages. Once a package is paid, we are not able to make any further changes.

3My package is stated to arrive today but I still have not received it?

The delivery dates provided on your vPost invoice are based on estimates only. All packages are also subjected to your local customs inspection which may require additional days.

^ Back to top

Payment

1Why was my vPost payment unsuccessful?

It appears that the final step of the payment process was not completed. This may be due to one of the following reasons:

An incorrect OTP was entered
The payment was not successfully authenticated through your banking app

We recommend reviewing your payment details and ensuring the final step is completed successfully.

If you encounter any issues or require further assistance, please don’t hesitate to contact our Customer Service Team.

2Why impose the Fuel Surcharge?

Changes in fuel prices result in unprecedented fuel prices, which has led to higher shipping costs.

3When will the Fuel Surcharge take place?

The following fuel surcharges* will apply for vPost shipments checked out from 25th July 2022, 0000H (Singapore Time).

4How much will the Fuel Surcharge be?

The respective Fuel Surcharges will be at US$0.50/500gm for all countries and will be reflected accordingly on the vPost checkout page.

* The fuel surcharges will be reviewed regularly and adjusted from time to time.

5Where do I enter my voucher / promo code?

6Why is the voucher / promo code I entered not valid?

If the promo code you entered is not valid, please check your newsletter for the correct code, ensuring it complies with the terms and conditions, before proceeding with payment. * Please note that promo codes are only valid for the first transaction, and unfortunately, they cannot be refunded or reused if not applied during that transaction.

7Besides shipping and Custom GST charges, what are other charges that I have to be aware of?

Other possible charges are, but not limited to, Customs GST and/or duty and License fee and any other applicable taxes and fees.

Holding Fee for processed package: Once your package has been processed, vPost will notify you by email on the shipping charges payable for that package. For vPost USA and vPost Europe, there will be a charge of USD $1.25 per item per day for items which are held for more than 60 days from processed date.

8What is the cost of the holding fee if my package(s) is still in warehouse after 60 days of free storage is over?

vPost charges USD $1.25 per package per day for packages that are held for more than 60 days from processed date. This fee applies to all packages at our 3 warehouses.

Example: Package is in your account on 5th October, the holding fee will start on 5th December.

9How do I make payment for the vPost shipping charges?

Once your packages arrive at our warehouse, you may proceed to declare and make payment under the ‘Action Required’ tab.

Please note that we are unable to edit or cancel shipments for packages that have already been paid for. Once the payment is processed, the shipment is considered final.

Thank you for your understanding.

10What payment methods are available for me to check out my vPost packages?

Currently, vPost accepts the below payment methods:

Credit*/Debit Cards (Visa/Master) - Except AMEX
*Only local issued credit cards are accepted

Please ensure that you have arranged for one of the approved payment methods before using vPost Shipping Services. Paid shipments are final and cannot be edited or canceled. Once payment is processed, your shipment is finalized and immediately begins the shipping process. Therefore, we’re unable to make any edits or cancellations at that point.

11Am I able to claim back sales tax (VAT) through vPost?

No, currently vPost does not provide a service for claiming of sales tax incurred by our customers when they shop online from overseas merchants.

12Why is my shipping fee so high? Are there any tips to reduce the shipping fee? (e.g. Consolidation, etc.)?

^ Back to top

Important vPost Shipping Guidelines

1Items that vPost does not ship from USA?

The list below serve as a guide on products that vPost does not ship.

Please note it is not exhaustive and only includes some of the most common items.

Only for USA Air Freight Mode

Super Capacitors or Capacitors
Example: UN3508, with energy storage capacity greater than 0.3Wh unable to ship via Air Freight
Pressurised air absorbers/shock absorber

Only for USA Sea Freight Mode

All kinds of Food

For all USA Freight modes

All kinds of Alcohol-based / Flammable products (e.g. perfumes, cologne, toners, sanitizers etc)
Any external battery/powerbank for smartphones or tablets devices
Rechargeable glasses case (e.g. Bose)
Fertilizer
Intoxicating liquors
Tobacco products
Motor vehicles
Petroleum products
Any type of standalone batteries
Any battery/batteries that is packed in the same package but separated from the device
Alcoholic products or beverages (Item(s) will be discarded at origin and cannot be processed for returns or redirected to another address.)
Cannabidiol (CBD) or Tetrahydrocannabinol (THC) products (Item(s) will be discarded at origin and cannot be processed for returns or redirected to another address.)
Audio Speakers
Counterfeit goods
Squalane (not 100% plant based)
Diamonds
All Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped do not comply and are illegal to ship)
Engine oils
Essential oils, diffuser oils, fragrance oil and perfume oil
Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
Any food, supplement, drug or cosmetic
Any unidentifiable material, substance or chemical.
Fuels, gasoline and gas torches
Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
Firearms (or parts thereof)
Imitation tobacco products (e.g. electronic cigarettes, etc)
Infectious substances
Ink Cartridges
Laser apparatus such as laser pointers that are found to have emission powers
Lighters with or without fuel/fluids
Magnets
Munitions of war
Meat or animal extracts
Seeds / live plant
Nail polish and nail polish removers
Narcotic drugs
Pornographic materials
Perishable foods (e.g., cheese, yoghurt, eggs)
Food products that are not classified as meat, seafood or fresh fruits and vegetables)
Precious metals and Gemstones
Paper currency, coins, credit cards, cheques and stamps (Item(s) would be discard at Origin)
Perfumes, colognes, eau de toilette and fragrance sprays
Perfume samples (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
Radioactive materials
Sprays, aerosol cans and compressed gas cylinders
Turpentine and paint thinner
Weapons (swords / knives / guns, etc).

This list may be updated from time to time. Please contact us if you require any further assistance.

2Items that vPost does not ship from UK?

The list below serve as a guide on items that vPost does not ship. Please note it is not exhaustive and only includes some of the most common items.

All kinds of Alcohol-based / Flammable products (e.g. perfumes, cologne, toners, sanitizers etc)
Any external battery/powerbank for smartphones or tablets devices
Fertilizer
Intoxicating liquors
Tobacco products
Motor vehicles
Petroleum products
Any type of standalone batteries
Any additional battery/batteries that is packed in the same package but separated from the device
Super Capacitors or Capacitors
Example: UN3508, with energy storage capacity greater than 0.3Wh unable to ship via Air Freight
Alcohol products and beverages
Counterfeit goods
Diamonds
All Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
Engine oils
Essential oils, diffuser oils, fragrance oil and perfume oil
Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
Any unidentifiable material, substance or chemical.
Fuels, gasoline and gas torches
Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
Firearms (or parts thereof)
Imitation tobacco products (e.g. electronic cigarettes, etc)
Infectious substances
Items containing lithium ion batteries Laser apparatus such as laser pointers that are found to have emission powers
Lighters with or without fuel/fluids
Magnets
Munitions of war
Meat or animal extracts
Seeds / live plant
Squalane (not 100% plant based)
Nail polish and nail polish removers
Narcotic drugs
Pornographic materials
Perishable foods (e.g., cheese, yoghurt, eggs)
Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
Precious metals and Gemstones
Paper currency, coins, credit cards, cheques and stamps (Item(s) would be discard at Origin)
Perfumes, colognes, eau de toilette and fragrance sprays
Radioactive materials
Sprays, aerosol cans and compressed gas cylinders
Turpentine and paint thinner
Weapons (swords / knives / guns, etc)
Wireless earbuds - Wireless earbuds case contains Li Batt and acts like a portable charger. This is prohibited from air transportation.

This list may be updated from time to time. Please contact us if you require any further assistance.

^ Back to top