Frequently Asked Questions

Have a question about the services we offer? We're here to help!
Is Economy shipping mode available for all of the source countries (Europe/Japan)?

Currently, Economy Shipping is only available for USA packages.

What is the difference between Economy and Standard shipping modes for USA packages?

For Economy shipping mode, you will be charged based on the actual weight rather than volumetric weight of your package.

However, do note that there will be a longer transit time for your packages to arrive.

Any tips on how a package should be packed?

We do not advise shipping of Fragile or Special Care items.

However, if you need to, please ensure proper packaging by your Sender. Please inform your sender to pack it well in shipping condition to ensure that the items are sufficiently insulated during the shipping process.

We do not take responsibility for any damages that may occur during the entire handling, shipping and delivery from our overseas shipping facilities to your delivery address.

What items can be covered by vCare?

Most items can be covered by vCare but some exclusion still applies. For more information, please kindly click here for our vCare Terms and Conditions.

How much do I have to pay for vCare coverage?

vCare charges will be 3% of the declared package value, subject to a minimum charge of USD $8.00 for each consignment note. Declared item value shall include, but is not limited to, cost of the item, local shipping charges to vPost’s overseas shipping facilities and any other applicable charges paid. Limits of liability in relation to each consignment note to which vCare applies will be SGD $20,000. For more details, please click here

What if the merchant delivered the wrong items or quantity to me?

As vPost only provides the means for you to ship your packages to your local address, you will have to liaise directly with your merchant for any refund, return, exchange or money-back guarantee policy and/or claims procedure of any such items.

I have selected “Auto-declaration” in my profile, why am I still required to declare my package(s)?

The reason will be due to your packages not having a merchant invoice in them. As such, we will require you to input the dollar value of your purchases for customs declaration purposes.

  1. Log in to your account.
  2. On your Dashboard, click on the country that you wish to be directed to.
  3. At the ‘Action Required’ tab, click on the ‘Declare’ button.
  4. Enter the dollar value of your package and submit your declaration.

As the purchase was made by you, we trust that you will be able to provide an accurate input. Please note that we will need an accurate dollar value of the package for a smooth customs clearance. As such, you will need to input the actual value of the package regardless of whether it is a free gift from the merchant or as a gift for your loved ones and friends.

My package has arrived at the source warehouse but why is it still not reflected under my account?

Please kindly allow up to 2 working days for our team to process your package upon its arrival at our warehouse facility.

Alternatively, you may also use our “Find My Package” function located on your Dashboard to locate your package as it could have been processed by our warehouse but it was without a valid vPost account number thus it could not be assigned to your vPost account.

What happens if my USA order exceeds USD$2500 in value?

A Shipper’s Export Declaration (SED) form is needed whenever your package’s value is above USD $2,500. This form is needed by the US Customs Authority.

Please refer to vPost Terms and Conditions clause 10 for a sample of the SED form. Once the form is filled and duly signed, we will forward it to our USA forwarder for processing.

What are vPost shipping services?

Below are the shipping services offered by vPost currently:

  • vPost USA
  • vPost EUROPE
  • vPost JAPAN

vPost provides you with a personalized delivery address located in 3 source countries overseas, allowing you to shop globally from international merchants.

Your purchases that are delivered to these personalized delivery addresses will then be shipped to your local address that you have indicated when you made the payment.

How do I use vPost Shipping Services?

To use vPost service, you must first be our member. Membership is free and you can Sign Up over here if you are currently not a member:

For vPost members, you can follow the steps displayed here to start shopping from overseas retailers/merchants.

What are the benefits of using vPost Shipping Services?

The benefits of using vPost Shipping Services include, being able to:

a. Purchase items that are available overseas but not in India.
b. Purchase items from overseas merchants that do not ship to India.
c. Purchase items available in India from relatively cheaper overseas sources.

What should I enter as my shipping and billing addresses on merchant websites?

You should enter your personalized vPost address, specific to the country which you are shipping in, as your shipping address.

  • These personalized addresses comprise of your name, VP number and the overseas address vPost uses to process your packages and are displayed in your vPost account.

You should enter your local address as your billing address.

However, you can also enter your personalized vPost address at merchants’ sites which do not allow you to enter your local addresses as a billing address. Please note that by doing so, you may not receive the hard copy invoice should the merchant send it via mail.

Does vPost provide guarantee on product authenticity?

vPost does not guarantee the authenticity, genuineness or quality of the item. For your own safety, please purchase items from reputable merchants and sites.

What are the minimum and maximum package size that I can ship using vPost Services?

There is no minimum size for packages that you can ship via vPost. However, each package minimum chargeable weight will be 0.5KG.

For the maximum size allowance, please kindly refer to the respective sections below:

  • vPost USA
    Maximum Actual weight: 100KG.
    Maximum Length: 150 cm
    Packages that exceed the maximum length measurement cannot be shipped. 
  • vPost EUROPE
    Maximum Actual weight: 30KG
    Maximum Length x Width x Height: 90 x 90 x 90 cm
    Packages that exceed the maximum length measurement cannot be shipped. 
  • vPost JAPAN
    Maximum Actual Weight: 30KG
    Maximum Length: 150 cm
    Packages that exceed the maximum length measurement cannot be shipped.

An additional surcharge might be imposed for handling of any oversized packages or any special handling required.

Where do I enter my voucher code?

Once you have selected all the packages that you would like to check out and your preferred shipping mode, click on ‘Next’.

On the following page, there will be a voucher code field for you to enter the promotion/voucher code that you are eligible for.

Why is the voucher code I entered not valid?

vPost runs several promotions all year round, catered to the different seasons and different needs of our customers.
If you entered a voucher code and it is not valid, please countercheck the entered voucher code for its terms and conditions of use.
You may wish to contact us if there is any problem using any of the valid voucher code(s).

Besides shipping and Custom GST charges, what are other charges that I have to be aware of?

Other possible charges are, but not limited to, Customs GST and/or duty and License fee and any other applicable taxes and fees.

Holding Fee for processed package: Once your package has been processed, vPost will notify you by email on the shipping charges payable for that package. For vPost USA, vPost Japan,and vPost Europe, there will be a charge of USD $1.25 per item per day for items which are held for more than 30 days from processed date.

If I do not wish to use vPost service after my package has arrived, what are the applicable charges to redirect/return the package?

For all redirection and return to merchant requests, there will be an administrative fee payable.

For return to merchants with a valid prepaid return label, amount payable will be USD $5.20 only. If your merchant did not provide a prepaid return label, then the cost to return your package to merchant’s address will be payable by customer.

We are currently only processing redirection and return to merchants only.

What is the cost of the holding fee if my package(s) is still in warehouse after 30 days of free storage is over?

vPost charges USD $1.25 per package per day for packages that are held for more than 30days from processed date.
This fee applies to all packages at our 3 warehouses.

Example: Package is in your account on 5th October, the holding fee will start on 5 November.

How do I make payment for the vPost shipping charges?

Once your packages have arrived at our warehouse, you can proceed to declare and make payment under ‘My Shipping’ tab.

What payment methods are available for me to check out my vPost packages?

Currently, vPost accepts the below payment methods:

  1. Credit*/Debit Cards (Visa/Master)
    *only local issued credit cards are accepted
  2. PayPal
  3. American Express (AMEX)

Please ensure that you have made the necessary arrangements for any of the above payment methods before using vPost Shipping Services.

Am I able to claim back sales tax (VAT) through vPost?

No, currently vPost does not provide a service for claiming of sales tax incurred by our customers when they shop online from overseas merchants.

Why is my shipping fee so high? Are there any tips to reduce the shipping fee?

As per freight industry practice, the chargeable weight of a package is calculated based on Volumetric or Actual weight, whichever is higher.

Volumetric weight of a package is a calculation that reveals the density of a package and we use the below formula to derive the volumetric weight of a package

Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm

You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.

For USA packages, you may also select Economy shipping mode which charges based on the actual weight of your packages.

What is Auto-declaration?

If you have selected ‘Yes’ for Auto-Declaration in your profile, we will help you to declare your packages when they arrive at our warehouse.

However, if you prefer to declare the packages on your own, please ensure you select ‘No’ for Auto-Declaration.

How can I declare packages on my own?

On the declaration page, select the product categories that match your purchased item(s) for the package.

If none of the categories available match your item(s), you may select ‘Others’ and input your product description.

Please take note to select the correct currency of your declared value and input the value of the package.

Click on ‘Submit’ once you are done.

Will my package be opened by the warehouse team if I did not select “Auto-Declaration” in my account?

Yes, regardless of your declaration profile, all packages will be opened by our warehouse team to check for any prohibited/dangerous items in the package.

This applies to all packages arriving at our 3 warehouses.

Can I change my declaration?

Declaration can be changed anytime when your package has arrived at our warehouse and before payment is made.
Do note that once package has been paid for, you will not be able to change your declaration.

We will not be liable for any losses incurred by customers due to wrong declarations of the package(s).

What if my item was a free gift from my merchant or I have redeemed the item via my loyalty points, what is the correct amount for me to declare?

All goods, including Free of Charge (FOC) items or replacement goods, you have to obtain the commercial value of the items from the supplier/merchant. The declared value at the time of import should be based on:

a) The transaction value of identical or similar goods from the same country of origin that is exported at about the same time, or
b) The original price payable for the goods as if they are sold for export to India.

From which countries will the repacking service be offered?

The repacking service is available for packages from USA and Japan.

For USA packages, repack option will be available to customer if the difference between the actual weight and volumetric weight exceeds 2KG.

For Japan packages, we will repack your package if the difference between the actual weight and volumetric weight exceeds 2KG.

Repacking service is not available for Europe packages as they are charged based on their actual weight.

Will there be any charges for the repacking service?

Yes, there will be a repack fee of USD $10. Rest assured we will ensure that you enjoy savings on your package even after taking into account of the repacking fee.

Please note that if the merchant delivers a package that arrives at our warehouse in conditions deemed unsuitable for shipping, you may incur additional repacking cost on that package.

Will you repack every package that has more than 2kg difference between the actual weight and volumetric weight?

Here are some scenarios in which we will not repack:

a. when the package contains leather products, e.g. handbags, purses, coats, etc.
b. when the package contains restricted items, such as perfume, standalone batteries, fuels, etc.
c. when the package is marked ‘FRAGILE’.
d. when the package is obviously a gift, i.e. packed in a gift box, secured with ribbon and gift card, etc.

There are also packages which are specially packed to ensure breakable items are cushioned. As such packages would potentially be bulky, the difference between the actual weight and volumetric weight may be higher. We will take into account such instances and repack only when the safety of the package will not be compromised.

The decision to repack a package will be made at the discretion of vPost.

If I have more than one package, will you repack all my packages into one?

No. We do not combine multiple packages as it may potentially hinder the claims process in the event your package is lost or damaged during transit.

Can I choose not to repack my packages?

Repacking is an option for vPost USA packages only.

For vPost Japan, package that meets our repack criteria will be repacked by us unless it compromises on the safety of your package or does not meet our repacking requirements.

For packages that arrived in our warehouse without any vPost account number, we will repack them if they meet our repack criteria as well.

Do rest assured that you will enjoy savings on your package even after taking into account the repacking fee.

How will vPost do the repacking?

vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight. Note that we will not be able to cut down all sides of the package. If available, vPost may also repack your package by putting them in a new smaller box.

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Example: Height of package being cut down

Should I repack my USA package if I plan to ship via Economy Shipping mode?

If you are shipping your USA packages via Economy Shipping, you need not repack your package since we will only be charging based on the actual weight of your package. Repacking will reduce only the volumetric weight and will have no cost savings if shipping via Economy mode.

Prohibited items for export from USA?

The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.

  • All kinds of Alcohol / Flammable sanitizers
  • All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
  • Any external battery/powerbank for smartphones or tablets devices
  • Intoxicating liquors
  • Tobacco products
  • Motor vehicles
  • Petroleum products
  • Any type of standalone batteries
  • Any additional battery/batteries that is packed in the same package but separated from the device
  • Alcohol products and beverages (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
  • Audio Speakers
  • Counterfeit goods
  • Diamonds
  • Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
  • Engine oils
  • Essential oils, diffuser oils, fragrance oil and perfume oil
  • Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
  • Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
  • Any unidentifiable material, substance or chemical.
  • Fuels, gasoline and gas torches
  • Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
  • Firearms (or parts thereof)
  • Imitation tobacco products (e.g. electronic cigarettes, etc)
  • Infectious substances
  • Ink Cartridges
  • Laser apparatus such as laser pointers that are found to have emission powers
  • Lighters with or without fuel/fluids
  • Magnets
  • Munitions of war
  • Meat or animal extracts
  • Seeds / live plant
  • Nail polish and nail polish removers
  • Narcotic drugs
  • Pornographic materials
  • Perishable foods (e.g., cheese, yoghurt, eggs)
  • Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
  • Precious metals and Gemstones
  • Paper currency, coins, credit cards and cheques
  • Perfumes, colognes, eau de toilette and fragrance sprays
  • Perfume samples (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
  • Radioactive materials
  • Sprays, aerosol cans and compressed gas cylinders
  • Turpentine and paint thinner
  • Weapons (swords / knives / guns, etc).

This list may be updated from time to time. Please contact us if you require any further assistance.

Prohibited items for export from Europe?

The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.

  • All kinds of Alcohol / Flammable sanitizers
  • All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
  • Any external battery/powerbank for smartphones or tablets devices
  • Intoxicating liquors
  • Tobacco products
  • Motor vehicles
  • Petroleum products
  • Any type of standalone batteries
  • Any additional battery/batteries that is packed in the same package but separated from the device
  • Alcohol products and beverages
  • Counterfeit goods
  • Diamonds
  • Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
  • Engine oils
  • Essential oils, diffuser oils, fragrance oil and perfume oil
  • Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
  • Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
  • Any unidentifiable material, substance or chemical.
  • Fuels, gasoline and gas torches
  • Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
  • Firearms (or parts thereof)
  • Imitation tobacco products (e.g. electronic cigarettes, etc)
  • Infectious substances
  • Items containing lithium ion batteries Laser apparatus such as laser pointers that are found to have emission powers
  • Lighters with or without fuel/fluids
  • Magnets
  • Munitions of war
  • Meat or animal extracts
  • Seeds / live plant
  • Nail polish and nail polish removers
  • Narcotic drugs
  • Pornographic materials
  • Perishable foods (e.g., cheese, yoghurt, eggs)
  • Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
  • Precious metals and Gemstones
  • Paper currency, coins, credit cards and cheques Perfumes, colognes, eau de toilette and fragrance sprays
  • Radioactive materials
  • Sprays, aerosol cans and compressed gas cylinders
  • Turpentine and paint thinner
  • Weapons (swords / knives / guns, etc)

This list may be updated from time to time. Please contact us if you require any further assistance.

Prohibited items for export from Japan?

The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.

  • All kinds of Alcohol / Flammable sanitizers
  • All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
  • Any external battery/powerbank for smartphones or tablets devices
  • Essential oils, diffuser oils, fragrance oil and perfume oil
  • Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
  • Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
  • Any unidentifiable material, substance or chemical.
  • Intoxicating liquors
  • Tobacco products
  • Motor vehicles
  • Petroleum products
  • Any type of standalone batteries
  • Animals and plants
  • Beef extract
  • Chemicals and drugs
  • Coins and bills
  • Paper currency, coins, credit cards, cheques and stamps
  • Dangerous goods classified by Japanese local regulation or IATA Dangerous Regulations including any materials with dry ice
  • Flammable items such as perfume / nail polish
  • Imitation tobacco products (e.g. electronic cigarettes, etc)
  • Items restricted by the Washington Treaty, ie. ivory
  • Items that contains Aloe, squalene, sharks’ extract or coral (eg: certain types of cosmetics or lip balm)
  • Items that require temperature control
  • Laser apparatus such as laser pointers that are found to have emission powers
  • Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
  • Meat or animal extracts
  • Seeds / live plant
  • Perishable foods (e.g., cheese, yoghurt, eggs)
  • Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
  • Precious stones and metal
  • Restricted or controlled items by the Japanese Government
  • Weapons such as guns, swords and knives

This list may be updated from time to time. Please contact us if you require any further assistance.

How will I know that my package has arrived at our overseas warehouse?

An email notification will be send to your registered email once your package has been processed at vPost’s overseas warehouse. Do check your ‘Junk’ folder in case the notification email has been filtered from your main inbox.

Once you are logged in to your vPost account, your dashboard will show you total number of packages that require your actions and total number of packages which are pending for payment. The breakdown of your packages is also shown below, according to each of the source countries. You may click on the source country to access the informationof your packages in that specific source warehouse.

In the event that your merchant has updated your package as delivered but it has yet to appear in your account after 2 working days, please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.), to help us locate your items.

How long will my packages take to arrive?

Depending on your selection of the shipping modes available for USA packages, the transit time will differ as per below:

  • Economy- within 15 to 21 working days from the date of payment.
  • Standard- within 14 to 18 working days from the date of payment.

For Europe and Japan packages, the transit time of your packages will be 14 to 18 working days from date of payment.

What happens to my package(s) if the delivery fails?

An advice of arrival will be left at your delivery address if the first delivery failed. Kindly follow the instructions on that advice slip to arrange for redelivery. Please also note that we are not liable for packages once first delivery attempt is made. In case any further assistance is required, please kindly contact your local post office on item status.

Can I change my delivery address after I paid the shipping fee?

No, any changes to the delivery address needs to be done before the payment of the packages. Once a package is paid, we are not able to make any further changes.

Why is there a need to provide 2 tracking numbers when enquiring about my package?

There are Merchants that use FedEx Smartpost or UPS SurePost to send packages to vPost USA Warehouse. Such services come with two tracking numbers.

In the event wherein physical package label become spoil due to unforseen event, warehouse will not be able to track the package using only one tracking number. Providing both tracking numbers will make it easier to track the package.

The two tracking numbers can be found at the upper left and lower right sides. See image below as guide.

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My package is stated to arrive today but I still have not received it?

The delivery dates provided on your vPost invoice are based on estimates only. All packages are also subjected to your local customs inspection which may require additional days.

How do I file for Claims after purchasing vCare, in the event that I need to?

An enquiry should be raised via our Customer Service. Please call +65 6841 2000 or leave us a message.
When submitting the claim, all relevant documents must be enclosed, including but not limited to the following:

  1. Content merchant invoice or purchase receipts of the article covered by vCare;
  2. Photos of the external packaging and the damaged content to facilitate our investigation;
  3. All correspondence exchanged with any third party responsible or potentially responsible for the loss or damage of the article.

Please refer to vCare Terms and Conditions for procedure of claims.

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