FAQ

About Your ShipitAPO Account

How do I manage my ShipitAPO account?

Your ShipitAPO account is managed via your UserCenter, which can be accessed by clicking on the My Account menu found at the top of our home page or by clicking this link: http://www.shipitapo.com/login. All account information, billing information, and package management is done within your UserCenter.

How much does it cost to register with ShipitAPO?

Registration with ShipitAPO is completely free. The cost to you for a basic membership is the postage, handling fees and optional insurance for each package. Additional services are available for a fee. This Basic Membership offers an a la carte, pay as you go type of service. Our Basic Membership account has no registration fee or annual fee. When you register with ShipitAPO, you automatically become a Basic Member unless you elect to become a Premier Member and select this registration option. Upgrading to Premier Membership is optional and can be done at any time from your UserCenter.

Why would I want a Premier Membership?

A Premier Membership offers a combination of reduced normal handling fee rates; discounted special handling fees and some free optional services. Also, $100.00 of insurance coverage on all packages is included at no additional charge.

Are there any usage restrictions on my Premier Membership?

ShipitAPO offers this Premier membership for personal use only. Institutional, government, corporate or non-profit Members, using our service for non-personal use, are NOT ELIGIBLE for Premier Membership.

How much does the ShipitAPO Premier Membership cost?

The annual ShipitAPO Premier Membership fee is $75.00. Successful Premier Membership enrollment begins when the Premier Membership account fee is paid in full. The Premier Membership fee is non-refundable.

Once I upgrade to Premier Membership, can I ever revert back to Basic Service?

Any ShipitAPO member who is has registered with the Premier Service will maintain that service until the end of the service year. You can of course, opt not to re-enroll. On your anniversary date, when we attempt to renew your Premier Membership, if you have opted not to re-enroll as a Premier Member prior to your anniversary date, your account will automatically revert to Basic membership, which is free.

If one of my Authorized Users uses my ShipitAPO account, who is responsible for paying for services?

All ShipitAPO services are charged to the holder of the account. For this reason, you should only allow trusted people to use your account. Since a ShipitAPO address is free, you may encourage them to register for their own personal ShipitAPO account.

What happens to my ShipitAPO account if my APO or FPO address changes?

If your APO/FPO/DPO address changes, you may simply log into your ShipitAPO account and update your Package Destination Address. Depending on where you have moved, you may be given a new ShipitAPO address in order for us to provide the lowest shipping rates. This way, you may always stay in the online shopping game no matter where you are assigned.

I have moved back to the United States and no longer require your services. How do I close my account?

It is very easy to cancel your ShipitAPO account. Simply log in to your account, click on the Membership & Subscriptions: Manage link and click on the (Close ShipitAPO Account) link found next to your registration date.

Can others use my ShipitAPO account?

A maximum of four additional people can be listed as Authorized Users of your account. If neither their name or your name is found on the incoming package or in your Member account profile when we attempt to process the package, the package will be held. Additionally, the ShipitAPO Account Holder is responsible for ensuring that these Authorized Users are eligible for APO/FPO/DPO privileges. Your Authorized Users are responsible for using the exact format of your ShipitAPO address.

What exactly is my destination address?

Your destination address is the APO/FPO/DPO, Hawaii, Alaska or State Dept. Pouch address that you provide to which all packages will be forwarded on your behalf. However, should we receive a package that cannot be forwarded to your destination address due to United States Postal Service restrictions, we can forward it to an alternate stateside address upon request.

I do not have an APO or FPO address, but I do live overseas. Can I still use the services of ShipitAPO?

We currently only provide our forwarding services to individuals with APO/FPO/DPO, Alaska, Hawaii and State Dept. Pouch addresses.

About Your ShipitAPO Packages

Does ShipitAPO provide international shipping or airfreight?

At this time, ShipitAPO does not provide any kind of international shipping or airfreight.

Can I change my class of mailing service, even if I'm willing to pay more money?

ShipitAPO provides the ability for our members to change the class of mailing service from Priority Mail to Parcel Post/Parcel Select to Express Mail (where allowable) and vice versa and allows you to selectively choose the class of mail service on specific packages as desired. However, due to the variability in the Military Mail system, we do not recommend the selection of Express Mail since the U.S. Postal Service typically cannot deliver Express Mail as they promise. Priority Mail offers the best value.

Can I decide whether you should forward my packages using Priority mail or oversized Parcel Post?

The decision on whether a package is forwarded using Priority Mail or oversized Parcel Post is dictated completely by size. All packages exceeding 108 inches when you add its length to its girth must be mailed as (oversized) Parcel Post. The criteria for each shipping class is set forth by the United States Postal Service.

Why do you bill storage charges on packages that are problems?

We process volumes of packages every day and it is our ultimate goal to keep packages moving. We do everything in our power to avoid problem packages. Unfortunately, we do not have storage facilities for keeping the packages that have become problems and we charge a fee do encourage our members to assist us in keeping packages moving.

How long should it take for me to receive my package from ShipitAPO?

The U.S. Postal Service is responsible for delivering the packages we forward on your behalf. We see normal delivery times for Priority Mail packages around 7-14 days, but of course the USPS makes no delivery guarantee. Packages mailed out as Parcel Post take longer than Priority Mail packages; oversized Parcel Post packages take even longer, sometimes up to 8 weeks. We have seen identical packages shipped on the same day arrive months apart. There have even been cases where the package was delivered but folks were not notified. It all depends on the U.S. Postal Service and the Military Postal Service Agency. Once a package has left our processing facility, ShipitAPO has no control over it. Your local Postmaster may be able to provide you information on system-wide delays, typical shipping times, etc.

The package ShipitAPO mailed out to me arrived to me damaged. Is there anything that I can do?

We are so sorry that the U.S. Postal Service and/or the Military Postal Service Agency let us both down by damaging your package. If you had insurance on your package you may file a claim. Please visit our Members Area to download the claim form: http://www.shipitapo.com/info/faq/download/ShipitAPO_Insurance_Claim.pdf. Please be sure to take care to precisely follow the instructions provided. All filed claims must be notarized and received by ShipitAPO within 85-days of the shipment date but no earlier than 45-days if claiming loss; 60-days for packages mailed Parcel Post.

The package ShipitAPO mailed out to me never arrived. Is there anything that I can do?

We are so sorry that the U.S. Postal Service and/or the Military Postal Service Agency failed to deliver your package. If you had insurance on your package you may file a claim. Please click on this link to download our claim form: http://www.shipitapo.com/info/faq/download/ShipitAPO_Insurance_Claim.pdf. This form is also available for download from within your ShipitAPO account in the Package Assistance Center section. Please be sure to follow all directions exactly as written. All claims must be notarized and received by ShipitAPO within 85 days of the shipment date but no earlier than 45 days if claiming loss; no earlier than 60 days for packages mailed Parcel Post.

Why did ShipitAPO refuse to accept delivery of my package?

Once we are receipt of a package that can obviously not be forwarded due to United States Postal Service regulations, the package becomes a costly problem both for you and for us. The package is stuck at our facility and our members are also stuck because they own the package already but cannot get it shipped to them. Since we receive huge volumes of packages each day, it is not always possible to refuse delivery of a problem package, but when we are able, it is a big win for our members, even though you will be billed a Service Charge. The package goes directly back to the vendor and you would not be faced with dealing with a "stuck" package, one that cannot be mailed to an APO/FPO/DPO address and one that you would have to pay to have shipped via UPS/FedEx either to mom/dad or back to the merchant. If you know that you have a too large/heavy to mail package coming to us and you do not want us to refuse it, you MUST email us about this BEFORE the package arrives at our facility. Such an email needs to contain your ShipitAPO OneNumber and the tracking number of the package.

What happens to packages left at your ShipitAPO package processing facility?

After 45-days, packages will be disposed of per our Terms of Use.

Why does it take so long for you to deliver my packages?

ShipitAPO does not deliver your packages, the United States Postal Service does. The service that you receive from us is that we accept your packages from the incoming shipping carrier, process them and tender them to the United States Postal Service. The USPS is the only entity on the planet that can deliver mail or packages to an APO/FPO address. All we do is get our Member's packages into their hands. Please review our Terms of Use, found here: https://secure.shipitapo.com/users/profile/terms.php. We are not responsible for packages that are not in our possession. Associating the performance of the USPS with that of ShipitAPO is an erroneous.

Why does a package forwarded using (oversized) Parcel Post take so long to arrive to me?

Oversized Parcel Post packages are treated very differently than Priority Mail packages as they are considered a "surface only" package, which means many are transported by ship crossing oceans. As such, oversize Parcel Post package take longer to be arrive. The USPS/MPSA team projects 30 days via Parcel Post as shown here: http://hqdainet.army.mil/mpsa/mail_info.htm

Why do I pay state sales tax on the items I purchase and send through ShipitAPO?

Because of their physical presence, some online merchants will charge you state sales tax upon placing an order, even though you have an APO/FPO/DPO address. This is because the "ship to" address you provided to the merchant (your ShipitAPO address) is either in Pennsylvania or California, not your direct APO/FPO address. Had you want to ship such a package to a family member, you may face the same issue, if the merchant has a physical presence in the state where your family member lives. Unfortunately, we have no control over this tax collection. The only thing we suggest is that you contact the Dept. of Taxation in either Pennsylvania or California. This issue is not something ShipitAPO can change in any way.

How do you mail out packages? Do you use Priority Mail?

By default, we mail all packages as Priority Mail, unless they exceed the 108 inch size limit; at which time they are mailed via (oversized) Parcel Post. However, from within your account settings, you can choose to have all packages mailed out as Express Mail (if available) , Priority Mail or Parcel Post. We also offer Express Mail (if available) as part of our Specific Package Service. However, due to the variability in the Military Mail system, we do not recommend the selection of Express Mail since the U.S. Postal Service typically cannot deliver Express Mail as they promise. Priority Mail offers the best value.

Does ShipitAPO accept postage due, brokerage fees due or COD packages?

Per our Terms of Use, ShipitAPO does not accept any packages when any fees are due, unless specific arrangements are made BEFORE a package is delivered. If you do not make these advance arrangements and have confirmed everything with ShipitAPO Customer Service your package will be refused and you will be billed for a Service Fee. Then you would have to make all the arrangements to get it redelivered, have the brokerage/duty fees paid, etc.

Will ShipitAPO open my packages? I may send things I do not want anybody but me to see.

Per our Terms of Use, ShipitAPO can open any package, for any reason, at any time. However, it is not our normal operational procedures, except when necessary. If ShipitAPO opens a package it is usually under four circumstances: 1. There is an emergency with a package, as in it's leaking; 2. It is a suspicious package; 3. We need to positively identify the contents; 4. When we are paid a Package Inspection Fee.

About Your ShipitAPO Billing

How can I pay for the services of ShipitAPO?

You can pay the fees charged by ShipitAPO by credit card or PayPal®. The credit cards accepted are Visa and MasterCard and American Express. If you are using PayPal, you must maintain a pre-paid account balance which package fees will be deducted from at the time of package processing. We only charge your account when we have a package to process for you.

My credit card is expired. How can I update it?

When you log into your ShipitAPO members area, you may update your billing information. For security reasons, we do not update billing information via email.

Will you accept an international credit card for my ShipitAPO account?

ShipitAPO accepts only credit cards based in a United States bank and selected foreign countries.

How do I use PayPal®?

When using PayPal® to pay for ShipitAPO services, you must add funds to your ShipitAPO account BEFORE we process your package. At the time of processing your package, fees will be deducted from your existing ShipitAPO account balance. As such, you need to send us money via PayPal before we process a package, otherwise there are penalties for having an insufficient ShipitAPO account balance. Use this address when sending us funds: paypal@shipitapo.com. Please include your ShipitAPO OneNumber (your ShipitAPO Account Number) somewhere in the transaction message, preferably in the subject line. Use our online quote tool to estimate how much money to send us. The link to our quote took can be found at the top of this page under the Pricing.

May I use both a credit card and PayPal®?

ShipitAPO members can add pre-paid funds via PayPa®l at any time to their ShipitAPO account balance. Any funds available in your ShipitAPO account balance will be used before we charge your credit card. Your credit card will only be used in the event that you do not have enough money in your ShipitAPO account balance at the time of processing your package.

My shipping charges seem to have changed drastically since May, 2007. What is going on?

In May 2007, the United States Postal Service completely revamped their model for determining postage and, as a result, we've had to adjust. Please refer to our ShipitAPO website for updates on the details of the changes in the United States Postal Service and how it affects our members.

I have received a message that my package cannot be processed because my transaction was declined. What does that mean?

Our credit/debit card processor does not tell us what is wrong with a transaction, only that the card information provided was declined. The reasons could be any of the following: too many uses as seen by your bank; over the credit limit; fraud; or the bank’s own security profile system not liking something. All we know from our end is that a charge is accepted or denied and yours was denied.

You mailed out my package and I never received it. I want my money back. If you don't give it to me, I am going to dispute the charge on my credit card.

While we are as disappointed as you are, probably more so, that your package was not delivered, per the ShipitAPO Terms of Use, you cannot hold us liable should the shipping carrier fail to deliver your package. Furthermore, should you dispute the charge on your card, we will contest it. And when we win, we will charge you a $35.00 Chargeback Resolution Fee.

What do ShipitAPO charges look like on my credit/debit card statement?

ShipitAPO has no control of what exactly you will see on your credit/debit card statement but ShipitAPO charges should appear with these terms or combinations of these terms: ShipitAPO; Military Mail Solutions, LLC; Quincy, MA.

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