ShipHero uses a combination of USPS and DHL to ship internationally.
All ShipHero shipments are sent DDU “Delivery Duty Unpaid”. DDU means that your customer (the receiver) will get contacted by customs once their shipment arrives. It is the customer’s responsibility to settle any customs charges in order to release the shipment.
It is your responsibility to communicate this to your customers because it is common that they will be unaware that duties may need to be paid. This can negatively impact your customer experience.
International shipping can take up to 45 days. Claims cannot be filed until 120 days after shipment.
EXPEDITED: ShipHero does not offer an international expedited service.
RETURNS: ShipHero does not support international returns.
COVID UPDATE: Due to COVID-19 carriers are experiencing significant delays. Please let your customers know that international delivery could be 60-75 days. Claims cannot be filed until 120 days after shipment.
Customs Fees & Declared Values
Merchants should accurately reflect the value of their product when declaring the value of their products for customs purposes. ShipHero is not responsible to evaluate, check or verify Merchant’s declared customs values.
NEW! DDP Beta Program
ShipHero has partnered with FlavorCloud to enable DDP “Delivery Duty Paid” for international shipments to certain countries. This program is restricted to approved merchants – we are not taking any new DDP customers in 2020 but please contact firstname.lastname@example.org to signup to learn more.