Frequently Asked Questions
Contacting Customer Service
1. What are your customer service hours?
2. How long will it take to get a response to the email or contact customer service form I submitted?
We strive to reply to your emails or form submissions as quickly as possible. However, please allow us up to 4 business hours to get back to you. (back to top)
3. Do your customer service agents speak Spanish?
We do have Spanish-speaking customer service representatives ready to assist you, Monday through Friday, 5:00am - 1:00pm MST. Please contact us at 877-727-2354 option 1 for Spanish. (back to top)
4. Who do I call if I have issues with my package?
If you have received the package and have issues with the contents, please contact the company where you placed your order. If you have not received your package and need assistance with the status, please contact us using our customer service form any time. (back to top)
5. Where and how I can track my order?
6. Can you provide an explanation for your more common shipping status messages?
The following table (in alphabetical order) provides additional descriptions for many of the statuses that you will see in our online package tracking system. If you see another message and require more information, please contact us during our normal Customer Service hours and we will be glad to help. (back to top)
Arrived at Post Office
Typically, this status indicates that our warehouse personnel have delivered your package to a Post Office facility so that they can complete the delivery directly to your address. Although this does not always mean the Post Office has scanned it into their system, it is an indication that we have delivered it to them and that they are processing the package.
Sometimes this status simply means that your order was dropped off at a main Post Office for sorting and shipping to your local Post Office. The following are examples of some of the main sorting facilities: Anchorage – AK, Honolulu – HI, and Carolina – PR. (back to top)
If your package has this status and you normally pickup your packages sent via USPS at your local post office, then typically you are able to pick up your package at the Post Office at this time by using your tracking number. (back to top)
Missorted or Mis-shipped
This status appears when your package has mistakenly been shipped to an incorrect address. It also means that the mistake was discovered, is in the process of being corrected, and that the package is being sent to the proper address. In most cases missorted or mis-shipped packages are re-routed to the correct address within 2 business days. If you do not receive your package soon after it has been mis-sorted, please Contact us. (back to top)
This status indicates that our final-mile delivery partner, USPS, attempted to deliver your package but was unable to (this could be because you weren't home, or your package is too large for your mailbox, or your address is undeliverable through your local post office, etc.). In this case, USPS informed us that they have left you a notice to pick up your package.
You can either call your Post Office to request a redelivery or go to the Post Office to pick up your order. Be prepared to provide them with your tracking number. Post Offices usually hold packages for some time before sending them back to the company-shipper. (back to top)
This status indicates that we have received the necessary data for your package from the company where you made your purchase. However, it does not mean we have received the actual package to ship—it usually takes a day or two for the package to get from the company- shipper to our warehouse. (back to top)
Rejected or Refused
This status appears when the package was delivered, but the customer refused to accept the package. In this case, the package will be returned to the company from which you placed your order. (back to top)
This status indicates that your package has been sent back to the company-shipper. As USPS typically uses the least-costly method for returning packages, this process can take a long time to return a package to the sender. If this return was done in error, we suggest you contact the company where you made the purchase and see if they will reship your order prior to receiving the returned package. (back to top)
Undeliverable as addressed or Wrong Address
This status indicates that the package was undeliverable because of a problem with the address provided on the box or because the Post Office does not have the option of street delivery. The USPS is typically quite efficient at returning these undeliverable packages within a day or so. So usually, the package will not be available for pick up unless you catch this error fairly quickly. In these cases, the Post Office will typically return the packages back to the company-shipper. (back to top)
This status indicates that our Customer Service team is currently looking into a specific service issue as it relates to your package. (back to top)
7. The tracking for my package says "Delivered", but I never received my package.
When a package is delivered, our final-mile delivery partner, USPS, scans the package to indicate that it has been delivered to the address on the package. As none of the packages we deliver require signature confirmation, your quickest resolution would be to immediately contact your local Post Office and see if they can resolve the issue or file a claim directly with them. (back to top)
We suggest checking with neighbors and family members in case someone else received your package either by accident or simply because they were at your address when the package was delivered.
If you still cannot resolve the issue by speaking directly with your local Post Office, you can also try calling the company you purchased your package from or contact us and we will try and help you in these instances.
8. I can see "N/A" in the Ship Date line. What does it mean?
This means that your package has not been shipped yet. It usually takes a day or two for the package to get from the company-shipper to our warehouse. (back to top)
9. How long will it take for me to receive my order?
For our domestic shipments we target 3-5 business days from when we receive your package. Most (80%) are delivered within three days depending on the locations. For our International (Asia to US) shipments, we target 4-7 business days. (back to top)
10. I gave my home address and my package wasn't delivered to me. Why did this happen?
We use several partners to help us deliver your product in an efficient and eco-friendly manner. Our final-mile delivery partner is the United States Postal Service. In some cases, they are unable to deliver to your home/physical address and can only deliver to PO boxes. If you receive your regular mail from the Post Office at a PO Box, then you should always use that address for package delivery. If the company where you made a purchase does not allow you to put a PO Box for your delivery address, please provide your street address in Address Line 1 and your PO Box in Address Line 2.
11. I've decided I don't want my order. What do I do?
If your package is delivered and you decide to not accept the delivery, it is best that you do not open your package. Simply write “Return to Sender” on the package and return it through the Post Office. You should not have to pay postage on this, and it will make it easier for the company you ordered from to identify your package and determine what to do with it. (back to top)
We suggest that you request a receipt or make sure that the package is scanned as “refused”. Refused boxes don't always get scanned as such, and if the box is lost on the way back to the company from where you made your purchase, that company will have no way of knowing it was refused and may deny you a refund. (back to top)
12. Why is it taking so long for my package to return?
Typically, USPS will return a package using the lowest cost option which means a much slower return process. If this return was due to an error, we suggest you contact the company where you made the purchase and see if they will reship your order prior to receiving the returned package. (back to top)
13.What is your shipping method?
We work with several great partners to provide an express delivery option that is both efficient and eco-friendly. For the final-mile delivery, we work with the USPS. Please consider this when you are completing your orders and provide an address that is USPS- deliverable. (back to top)
14. What areas do you service?
For U.S., domestic delivery, we service the Alaska, Hawaii, Puerto Rico, many of the outlying US territories, and APO/FPO addresses. For International deliveries, we provide delivery to all addresses in the United States. (back to top)
15. Do you deliver to PO Boxes or military addresses?
One of our key differentiators is our ability to service these areas. Not only can we deliver to PO Boxes, we can deliver to APO/FPO and US Navy Vessels. (back to top)
16. How do I contact your China Office?
You may contact our China office at ChinaCS@myib.com.
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