Package at Warehouse
If you are expecting your package to arrive at our warehouse. Enter the merchant tracking number that was issued to you by the overseas merchant during checkout under the “Locate my package” tab.
If you do not have a merchant tracking number, please contact the overseas directly merchant for further assistance.
An email notification will be sent 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 a total number of packages that require your actions and a total number of packages that are pending payment. The breakdown of your packages is also shown below, according to each of the source countries (Click here for various countries you can ship from, via vPost).
In the event that your merchant has updated your package as delivered but it has yet to appear in your account after * 2- 5 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.
*Please note that local delivery might be slightly delayed due to unpredictable weather conditions (snowy weather, serve winter storms, holiday period and unexpected circumstance), while our overseas facilities in the USA, UK, Japan, China, Malaysia, Thailand, Taiwan and Australia are fully functioning, please note that delays are expected. Overall shipments via air are expected to be delayed due to limited international freight capacities. For the latest information for the COVID-19 Shipment delay status, please click the link here
vPost charges SGD 1.50 per package per day for packages that are held for more than 30 days from the processed date. This fee applies to all packages at our overseas warehouses.
Example: The package is in your account on 1st October, the storage fee will start on 31st October.
For vPost USA(except Economy), vPost Japan, vPost China, vPost Thailand, vPost Taiwan, vPost UK and vPost Australia 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.
Repacking service is not available for Malaysia as the shipping is charged based on the actual weight.
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.
My package has arrived at the source warehouse but why is it still not reflected under my account?
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 you made the purchase, we trust that you will be able to provide accurate input. However, 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 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 the processed date, we will charge a holding fee of S$1.50 per package per day.
vPost also reserves the right to dispose of any package 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, please ensure you select’ No’ for Auto-Declaration if you prefer to declare the packages on your own.
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.
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 all our overseas warehouses.
You may change the declaration anytime your package arrives at our warehouse and before payment is made. Do take note once the package has been paid for, you will not 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.
The repacking service is available for packages from all warehouses, 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 in 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 the repacks criteria as well.
Do rest assured that you will enjoy savings on your package even after taking into account the repacking fee.
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.
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.
vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight.
Please note that we cannot 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’ or the packages are deemed as ‘fragile’ accordingly to our warehouse assessment.
- Clearly a gift
- Packed within a satchel or plastic packaging bag
- Oversized (exceed the maximum length of 105cm and weight of 22 kg)
- Cushioned with special packaging
Please note that if the merchant delivers a product that arrives at our warehouses in conditions deemed unsuitable for shipping, you will incur additional repacking costs on the package. The decision to repack a package will be made at the discretion of vPost.
If your fragile packages require special packaging, there will be an additional charge. You will be advised of these costs and asked for permission before 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 that you may have suffered or incurred as a result of repacking a package.
For detailed information on how repacking works, check out our blog post for more information.
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’ or the packages are deem as ‘fragile’ accordingly to our warehouse assessment.
- Clearly a gift
- Packed within a satchel or plastic packaging bag
- Oversized (exceed the maximum length of 105cm and weight of 22 kg)
- Cushioned with special packaging
If your packages requires 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.
To find out more how we repack your package, refer to the details here.