Short answer: Yes. We open and inspect every package that arrives at our warehouse. We photograph the outer box, the shipping label and the items inside and keep them on record, at no charge. If you'd like extra photos, you can place a Photo Request from your account ($5 on Free, $2 on Premium, free on VIP).
Why we open every package
Inspection is a standard part of receiving, not a sign that something is wrong with your order. It helps us:
- Make sure everything can be exported. Some items can't leave our warehouse, such as perfume, other flammable products, and loose batteries or power banks. Checking the contents lets us catch them before your shipment is on its way.
- Match the package to you. We confirm whose package it is from the suite number on the label.
- Support an accurate customs declaration. Knowing what's actually in the box helps make sure what ships matches what's declared.
What happens during inspection
- We open the package after the carrier delivers it to our warehouse.
- We check the contents to make sure they can be exported.
- We take photos of the outer box, the shipping label and the items. There's no charge for this, and the photos are available on the package's detail page in your account. We don't provide video of the unboxing.
- We log the package into your account. This happens within 24 hours at the latest, usually the same day, and we email you when it's there.
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".
Free photos vs a Photo Request
| What it covers | Cost | |
|---|---|---|
| Standard inspection photos | Outer box, shipping label and items, taken for every package | Free |
| Photo Request | Extra photos you ask for from your account | $5 on Free · $2 on Premium · free on VIP |
A Photo Request is useful when you want a closer look before you ship, for example to check the color, size or condition of an item you bought.
If your suite number was missing
Without a suite number, we can't match the package to you right away, and it may be logged to an "Unknown" account, which causes delays. There's no fee to match it. Add the tracking number and a short description of the contents under Expected Packages so we can find it quickly. See "What happens when your package arrives at our warehouse?"
Common questions
Can I ask you not to open my package? No. Every package is opened and inspected. It's how we make sure your shipment can be exported and matches its declaration.
Is there a fee for the inspection or the standard photos? No. Opening, inspecting and photographing each package is free.
How do I get more photos of an item? Place a Photo Request from your account. It costs $5 on the Free plan, $2 on Premium, and free on VIP.
Something in my package looks wrong or is missing. What should I do? Contact our support team with the package details, and we'll look into it for you.
Will you repack my items after inspection? Not automatically. If you'd like a smaller box or want to take an item out, see "Repacking and removing items".
Still need help?
Our support team is available on weekdays from 09:00 to 17:00 ET at [email protected].