FAQ Frequently Asked Questions

Below, you will find answers to many of the most common questions about the USPS GeM™ Merchant Solution powered by SkyBOX.


What is USPS GeM™ Merchant Solution?

The USPS GeM™ Merchant Solution is a cross-border delivery service that allows you to shop confidently on the retailer’s website using your local currency and preferred payment method. If you pay using your local currency, the exchange rate between your local currency and USD is guaranteed at the time the order is placed online. If you choose to prepay the estimated duties and taxes, a feature of the USPS GeM™ solution, the amount you pay will be final regardless of any differences between our estimates and the actual duties and taxes assessed by the customs authorities.

You can contact the customer service team by local phone numbers or e-mail with any questions.

What is SkyBOX?

SkyBOX is a cross-border solution provider that powers the USPS GeM™ Merchant Solution and helps U.S. retailers ship to approximately 179 countries. SkyBOX enables the USPS GeM™ Merchant Solution to accept and place orders with the Retailer, process payment, and deliver the international order to the international address provided by you. Please note that charges to your payment account are being processed by SkyBOX Inc. and may show as SkyBOX on your statement.

What countries do we ship to?

We ship to approximately 179 countries and territories. See below all of our supported countries.

Africa Americas & the Caribbean Asia-Pacific Eastern Europe / CIS Middle East Western Europe
Algeria Anguilla Australia Albania Afghanistan Austria
Angola Argentina Brunei Darussalam Armenia Bahrain Belgium
Benin Aruba Cambodia (Kampuchea) Azerbaijan Bangladesh Denmark
Botswana Bahamas China Belarus Bhutan Finland
Burkina Faso Barbados Cook Islands Bosnia-Herzegovina Cyprus France
Burundi Belize Fiji Bulgaria India Germany
Cameroon Bermuda French Polynesia (Tahiti) Croatia Iraq Gibraltar
Cape Verde Bolivia Guam Czech Republic Israel Great Britain
Chad Brazil Hong Kong Estonia Jordan Greece
Congo, Democratic Rep of (Zaire) British Virgin Islands Indonesia Georgia, Republic of Kuwait Greenland
Congo, Republic of Canada Japan Hungary Lebanon Iceland
Cote D-Ivoire (Ivory Coast) Cayman Islands Laos Kazakhstan Maldives Ireland
Djibouti Chile Macau Kyrgyzstan Nepal Italy
Egypt Colombia Mongolia Latvia Oman Liechtenstein
Equatorial Guinea Costa Rica New Caledonia Lithuania Pakistan Luxembourg
Eritrea Dominica New Zealand Macedonia, Republic of Qatar Malta
Ethiopia Dominican Republic Papua New Guinea Moldova Saudi Arabia Netherlands
Gabon Ecuador Samoa Montenegro Sri Lanka Norway
Gambia El Salvador Solomon Islands Poland Tajikistan Portugal
Ghana French Guiana South Korea Romania Turkey Spain
Guinea Grenada Taiwan Russia United Arab Emirates Sweden
Guinea-Bissau Guadeloupe Tonga Serbia Yemen Switzerland
Kenya Guatemala Vanuatu Slovakia
Lesotho Guyana Slovenia
Liberia Haiti Turkmenistan
Libya Honduras Ukraine
Madagascar Jamaica Uzbekistan
Malawi Martinique
Mali Mexico
Mauritania Montserrat
Mauritius Nicaragua
Morocco Panama
Mozambique Paraguay
Namibia Peru
Niger Puerto Rico
Nigeria Saint Vincent & The Grenadines
Rwanda Suriname
Senegal Trinidad & Tobago
Seychelles Turks & Caicos Islands
South Africa Uruguay
Swaziland Venezuela
Tanzania Virgin Islands
Togo
Tunisia
Uganda
Zambia
Zimbabwe
What payment methods are available to international customers?

We accept a variety of convenient payment methods for international customers including: credit card, PayPal, bank transfer, Boleto Bancario and Ali Pay. Please check the checkout page for the latest payment services available to you. Please note that all payments for the USPS GeM™ solution will be processed by SkyBOX and will show as such on your statement.

How do I place an international order?

Once you have added all your items to the shopping cart, select the checkout button on the cart page to be transferred to our international checkout. Bear in mind that different countries have different restrictions on items that can be shipped and a restricted item will not appear in your shopping cart at checkout. Please note that the shipping calculations are defaulted to the capital city in each country and could slightly differ based on your actual delivery address. Your total landed cost, comprised of product price, shipping, insurance, and duties and taxes, will be displayed at checkout once you have entered your delivery information. You may be able to select your international delivery service based on the options available. Unless otherwise agreed to with the Retailer, the delivery options are Expedited and Standard and both options give you the choice to prepay or not to prepay duties and taxes at checkout. If you choose to prepay the estimated duties and taxes at checkout, the amount you pay will be final regardless of any differences between our estimates and the actual duties and taxes assessed by the customs authorities. If you do not choose to prepay duties and taxes at checkout, you will be responsible for payment according to the rules of your country. The USPS GeM™ Merchant Solution powered by SkyBOX is not responsible for duties and taxes if you do not choose to prepay them.

After you have chosen your shipping option, select “Continue” and follow the prompts to complete the purchase of your order. You will receive an order confirmation number and email with receipt of purchase once you submit the order. All payments will be processed by SkyBOX and will show as such on your statement.

How will my order be charged?

You will be billed in your local currency or USD by SkyBOX depending on the currency selected in the currency/country selection on the home page or at the cart page. Once you place your order, your credit card or international form of payment will be charged by SkyBOX.

Will I be charged an international transaction fee for my order?

You have the option to be charged in your local currency or in USD. This can be selected in the currency/country selection on the home page or on the cart page. Please note that the currency selected may lead to surcharges imposed by your financial institution in association with your order; the USPS GeM™ solution is not responsible for any foreign transaction fees levied by your financial institution. These potential foreign exchange surcharges are separate from duties and taxes, and if you have chosen to prepay your duties and taxes at checkout, the amount you pay will be final regardless of any differences between our estimates and the actual duties and taxes assessed by the customs authorities.

Are any additional fees or costs due upon delivery of my international order?

You will have the option to either prepay duties and taxes upon checkout or pay those fees upon delivery. If you choose to prepay the estimated duties and taxes at checkout, the amount you pay will be final regardless of any differences between our estimates and the actual duties and taxes assessed by the customs authorities. If you do not choose to prepay your duties and taxes, you will be responsible for payment according to the rules in your country upon delivery. The USPS GeM™ Merchant Solution powered by SkyBOX is not responsible for duties and taxes if you do not choose to prepay them at checkout.

Your financial institution may impose additional surcharges based on the currency you select for payment; these surcharges are outside of our service.

Is my order insured?

Yes, your order is automatically insured up to USD 1000 regardless of whether you choose to prepay duties and taxes or pay them upon delivery. In the event the order is lost or damaged during transit, you can submit a claim to the customer service department and SkyBOX will investigate. If your claim is approved, you may be reimbursed for the dollar amount that you paid for the product, minus any applicable cross-border transaction fees and any foreign transaction fees levied by your financial institution, or you may be sent a replacement order at no additional cost to you if product is still available.

What are my different shipping options?

We offer four different international shipping options[1]:

  • Standard - Pay Duties & Taxes Now (Expected delivery in 5-10[1] calendar days from processing center)
  • Expedited - Pay Duties & Taxes Now (Expected delivery in 3-7[1] calendar days from processing center)
  • Standard USPS - Pay Duties & Taxes Upon Delivery (Expected delivery in 5-10[1] calendar days from processing center)
  • Expedited USPS - Pay Duties & Taxes Upon Delivery (Expected delivery 3-7[1] calendar days from processing center)

For international transportation and delivery for the above Standard and Expedited shipping options, the USPS GeM™ solution will utilize SkyNet Worldwide Express or other courier companies.

For international transportation and delivery for the above Standard USPS and Expedited USPS shipping options, the USPS GeM™ solution will utilize the United States Postal Service.

If you choose to prepay the duties and taxes, the amount you pay will be final regardless of any differences between our estimate and the actual duties and taxes assessed by the customs authorities.

[1] Transit time to the domestic processing center is not included for listed delivery options. Transit time estimates are for many major markets. Actual number of days may vary based on origin, destination country and customs delays. The estimates provided consider the point of entry for each country, and an additional 3-5 calendar days of transit time should be added to destinations outside of the point of entry for each country.

When will I receive my order?

We process your order and ship within 24 hours after receiving your merchandise; the Retailer is responsible for getting your merchandise to us at our domestic processing center. Expected delivery days for our Standard service are 5-10 calendar days after receipt at the processing center. Expected delivery days for our Expedited service are 3-7 calendar days after receipt at the processing center. Please note that these transit time estimates: (1) do not include transit time required for the item to arrive at the processing center in the domestic United States, (2) are relevant to many major markets but the actual number of days may vary based on origin, destination country and customs delays, and (3) consider the point of entry for each country; however, an additional 3-5 calendar days of transit time should be added to the destinations outside of the point of entry for each country.

How do I track my order?

You will receive an email with a tracking link once your order departs SkyBOX’s processing center. You can also visit the international tracking page and enter your order number and email address used to place the order.

Who do I contact if I have questions about my order?

Please contact the customer service team for any questions regarding your international order.

Do you accept returns or exchanges for international orders?

Please refer to your Retailer’s website.

Are coupons valid for international orders?

Please refer to your Retailer’s website.

Can I change or cancel my international order after it has been placed?

You have 24 hours to cancel your order without penalty after it is placed online in order to receive a full refund of the purchase price and any other associated costs. The clock begins once the order number is generated and confirmed on screen. Please contact us with any questions about cancellation or order modifications. If your order cannot be canceled, you may choose to proceed with a return request.

Can I purchase a gift card or use a gift card as payment for my international order?

You cannot purchase a Retailer gift card through the USPS GeM™ solution. Also Retailer gift cards are not supported as a form of payment for international orders.

What are duties and taxes?

Duties and taxes are controlled by the customs authorities in the destination country. They are determined based on a combination of factors including the value of the products, the country of origin of the products and the classification of the products by harmonized codes. The USPS GeM™ Merchant Solution powered by SkyBOX always displays the estimated duties and taxes for your order in the shopping cart. If you choose to prepay the estimated duties and taxes at checkout, the amount you pay is final regardless of any differences between our estimate and the actual duties and taxes assessed by the respective customs authorities. However, if you select not to prepay duties and taxes upon delivery, please note that your local customs authorities may assess the duties and taxes due differently and we therefore cannot guarantee that the amount you will be charged will match our estimation.

Duties and taxes, if they apply, are mandatory and are controlled by the government of the destination country. Altering or marking packages to appear as gifts to avoid duties and taxes is illegal and we will not engage in any alterations to the duty and tax calculation or the information to be submitted to the respective customs authority.

Can my order ship to multiple addresses?

We are not able to support shipments to multiple addresses for individual international orders. If you choose to have items shipped to different addresses, you should place an order for each item separately, using the desired shipping address for that item.

Can I use a different billing and shipping address?

Yes, we support separate billing and shipping addresses. Shipping rates and duties and taxes will apply to the shipping address entered during the checkout process.

Are there any items that cannot ship to my country because they're restricted?

Not all products can be shipped or sold internationally. Certain items like perfume and hazardous, flammable or oversized items are not allowed for international shipping, while others may be banned from export to or import into certain countries. You cannot purchase Retailer gift cards for shipment through the USPS GeM™ solution. Products not available for sale or import in your country will be restricted for international purchase and indicated prior to placing your order.