Short answer: When a package reaches our warehouse, we check it, match it to your suite number and log it into your account within 24 hours at the latest, usually the same day. We email you when it's there. Your free storage starts that day, and nothing ships until you create a shipment.
Step by step: from delivery to your account
- The carrier delivers to our warehouse. The carrier's tracking now shows "Delivered". That means the package reached our building, not that it's in your account yet.
- We receive and check it. Our team opens and inspects the package, photographs it and makes sure it can be exported. See "Do you open my packages? Inspection and photos".
- We match it to you. Your suite number on the label tells us whose package it is.
- We log it into your account. This happens within 24 hours at the latest, usually the same day.
- We email you. The package now appears in your account, ready for your next step.
Warehouse working hours
| Warehouse | Working hours | Weekends |
|---|---|---|
| US (Delaware) | 09:00–17:00 EST | Closed |
| Turkey | Weekdays, 09:00–17:00 Turkey time | Closed |
A package delivered late in the day or over the weekend is logged on the next working day.
If your suite number was missing
Without a suite number, a package may be logged to an "Unknown" account instead of yours. That causes delays, but there's no fee to match it to you. To help us find it quickly, add the tracking number and a short description of the contents under Expected Packages in your account.
Tip: add every order to Expected Packages when you place it. We can then match your package quickly, even if something goes wrong with the label.
Free storage by plan
Your free storage starts on the day we log the package into your account.
| Plan | Free storage | Paid grace period (daily fee) | Disposal |
|---|---|---|---|
| Free | Days 1–15 | Days 16–45 | Day 45 |
| Premium | Days 1–45 | Days 46–75 | Day 75 |
| VIP | Days 1–120 | Days 121–150 | Day 150 |
After your free storage ends, a 30-day grace period with a daily storage fee begins. If the package still hasn't shipped at the end of it, we dispose of it. Disposal itself is free of charge. See "Free storage periods and storage fees" for the details, and our membership page to compare plans.
What to do next
Once your package is in your account, you decide when and how it ships:
- Add your delivery address to your Address Book, if you haven't yet.
- Select the package (marked Action Required) and fill in the customs declaration.
- Add any extras, or ask us to consolidate it with other packages. Consolidation takes 2 business days.
- Mark it Ready to Ship, choose a shipping option and pay.
If our team flags an item that can't be shipped, we review it within 1–2 days and contact you with your options. See "Restricted and prohibited items: what we can ship and what happens if a package is flagged".
Common questions
The carrier says delivered, but I can't see my package. Why? We still need to receive and log it, which takes up to 24 hours on working days. See "My package shows as delivered but isn't in my account yet".
Will you ship my package as soon as it arrives? No. We hold it until you create a shipment, so you can wait for other packages first.
When does my free storage start? On the day we log the package into your account, not the day the carrier delivered it.
Is there a fee if I forgot my suite number? No. Add the tracking number and contents under Expected Packages so we can match it quickly.
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].