During these challenging times, UPS i-parcel and UPS Worldwide Economy will continue to provide the best service possible. We are constantly monitoring the Coronavirus pandemic to safeguard the health and safety of our customers and employees.
Q: How do I change my order? A: For any changes to an order please contact the shipper directly. We only handle the shipping of your order.
Q: Can you tell me when you will have available stock? A: For all product related inquiries please contact the retailer directly.
Q: Can you change the name or information on the invoice? A: We are unable to make any changes to the order documents.
Q: How do I update my shipping address? A: If the status of your order shows "Package details received electronically from Seller" we can make certain changes. Please contact the shipper directly to submit this request.
Q: How do I obtain a copy of my VAT invoice? A: The duty and tax paid for your order can be found on the order confirmation email or order invoice. Please review your invoice to find this information. If you did not receive an order invoice or order confirmation email you may want to check in your junk email folder. If you still do not have this information please contact the shipper you placed the order from for this information.
Q: How are duties and taxes calculated? A: Duties and taxes are imposed by your country’s government and are assessed based on several factors. Our system calculates duty and tax based on your country’s guideline. Please visit your country’s customs and brokerage web page to learn more about this.
Q: I am trying to order this item and it shows it is not available to ship to my country. Can you assist? A: Some items may not be eligible to ship to certain destinations. This may be due to regulations governing import/export restrictions in your country. We are unable to change such regulations. You can contact the shipper for more information on this.
Q: How are shipping costs calculated? A: Shipping cost is determined by several factors including parcel weight, dimensions, country of destination, postal code, etc. We are unable to adjust shipping cost once it is calculated by the system. For more information on this please visit our Calculate Time and Cost page.
Q: Why was my payment declined? A: Financial institutions determine when a decline occurs. Please contact them to reconcile any such declines and try placing the order again. Alternatively, you may also try using a different payment method such as Visa, MasterCard, American Express or PayPal.
Q: How can I apply my promo code? A: Promotion (promo) codes are offered by the retailer and these are typically applied upon checkout. You will need to contact the shipper for assistance with any questions about your promo code.
Q: How long should I expect delivery to take? A: Once your order shows "Received at i-parcel", it typically takes 5 to 10 business days for your order to be delivered to you.
Q: How often are tracking events updated? A: We update our tracking page every 24 hours once a new physical event is received.
Q: What carrier do you use to ship and deliver to my country? A: In most cases we engage a local courier in your country to make the final delivery. Our tracking site displays the local tracking number for most destinations.
Q: There has been no updates to my order for more than a week now. Can you assist? A: When you track your order and the status shows "Package details received electronically from Seller" for an extended period of time, please contact the shipper to find out whether they have shipped the item to us. You may also request them to provide you an inbound tracking number so you can track the parcel's movement to our facility.
If the tracking status of your order shows "Received at i-Parcel" with no updates for more than 5 business days please complete the form below to contact our support team for further assistance. The form can be accessed by clicking the radio button "No, this information was not helpful" found below.
Q: My order shows "Attempted Delivery" but I did not receive it. What should I do? A: You will need to contact your local carrier who made the delivery attempt. Typically a note may have been left for you. Please follow the instructions to contact the carrier.
Q: Can another delivery attempt be made? A: Re-delivery attempts can be made depending on your local carrier. Contact your local carrier directly to submit your request.
Q: How do I return an item? A: Please contact the shipper you purchased the item from to initiate a return.
Q: How do I request a refund? A: Please contact the shipper to request a refund.
Q: When will I receive a refund? A: Please allow 2 to 7 business days once a refund has been issued for this to get refunded to your payment method, depending on your financial institution. If the refund has exceeded this time frame, please contact your financial institution for assistance.
Please complete the form below to open a ticket with our Support team
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