The Most Common Shipping FAQ’s
How do I track my order?
An automated tracking email will be sent to the email address provided when the order was placed once the label is generated. Each tracking number can be placed in Google which will bring you to the correct carrier. If you have not received the tracking email, please check your spam folder.
Is the delivery time guaranteed?
With ground shipping service, we are unable to guarantee deliveries due to unforeseen circumstances with the carrier. Although they are not expected, sometimes they do occur. These circumstances include mechanical issues, sorting errors, weather delays, etc. For time sensitive orders, please contact our customer care department via online Chat Talk Now.
Do you offer expedited shipping?
Currently we do offer expedited shipping. There will be no option other than Ground Delivery at checkout. Shipping is free for orders over $35.
Do you offer same day delivery?
We do not offer same day delivery.
Am I able to collect an order in person?
All moving and shipping supplies are delivered direct to your door. We do not offer a collection service from our distribution centers.
What carrier service do you use for shipping?
Order are fulfilled by multiple carriers including FedEx Ground, UPS, and USPS.
How long does it take to get my order?
Transit times are based on the product and location. Our estimated transit times map may be viewed here: uBoxes shipping information. For time sensitive order, please contact our customer service department via online Chat right away to determine estimated transit times.
Why did I receive my order in separate shipments?
We ship from multiple locations, based on availability at the time of the order. On occasion, some items on your order may not all be available at one location. Therefore, to avoid back ordering the item, we will ship from the closest fulfillment center that has the item in stock.
What if I do not get my order on time?
We do our best to provide our customers with expected delivery dates, however we cannot make any guarantees due to unexpected delays with the carrier. We highly suggest for time sensitive orders, that you contact our customer service department using our online Chat Now. Our business hours are 9 am to 5 pm EST.
Can I cancel my order?
Orders can be cancelled for free before 1pm EST only if the package has not been handed over to the carrier. If you need to cancel an order, please do so immediately by emailing [email protected] or using our Online Chat Now. Once the items have been handed over to the carrier, there will be a $16 return to shipper fee and $5 restocking fee per package.
Do you deliver on weekends?
We typically only deliver Monday – Friday. On occasion, a carrier will make a weekend delivery. Please check your tracking details for a more accurate delivery date.
Where do you ship from?
We currently have fulfillment centers in NJ, FL, IN and KS. Shipping location may vary depending on the item and stock availability.
Why does my shipping label show no movement?
We do our best to combine smaller items into larger packages when we can. On these occasions, the shipping label will be voided or show no movement. Once you receive your order, please take all the individual items completely out of the packaging they were shipped in. Due to the way we pack, you must separate everything to be able to see the smaller items.
What if I am missing items?
If you are missing an item, please first check your tracking number to see if it is still in transit. Sometimes not all items will arrive at the same time due to utilizing multiple fulfillment centers. Next, please open ALL packages to ensure that the smaller items are not packed into the larger items. If you still believe you are missing an item, contact our customer service department.
What if I received a damaged item?
We have a high standard for quality assurance and packaging our products. Should your item be damaged in transit, please contact customer service right away so we may assist in filing a carrier claim and replacing or refunding the item. In order to assist with this, you must provide a photo of the damaged item.
What if I received the incorrect item?
If you have received an incorrect item, please contact customer service via Online Chat Now or email us at [email protected]. To expedite resolution, please provide a photo of the incorrect item for our QA department. You will be offered a refund or reship.
What if I need to change my delivery address?
If you need to change your billing address, please contact customer service ASAP. If your order has not yet shipped, we will be able to adjust this. Should the order already be in transit, you will incur intercept fees of $16 by the carrier in our to reroute.
Do you deliver to PO boxes?
We do not deliver to PO boxes. Please provide a physical address for all orders. If a PO Box is selected as a delivery address, this will delay your order.
Who covers return shipping costs?
The return shipping cost must be covered the customer. You may use any provider but please ensure the tracking information is sent to [email protected]. We do not accept partial returns for items included within moving kits or box bundles.