Frequently Asked Questions


Can’t find the answer you need? Simply navigate to our Contact Us page to get in touch with our Customer Care team.

ABOUT SHIPPING CART

What is Shipping Cart?

The Shipping Cart through a web application provides customers with a convenient means to ship goods purchased from U.S. online stores to their selected addresses in the Philippines by providing a free U.S. address and an intuitive interface that enables them to simply consolidate, pay for shipping, and ship their goods with utmost transparency and ease

As a service, the Shipping Cart delivers goods that have been shipped from the U.S. directly to customers’ addresses.

What are your operating hours for accepting and processing packages?

The Shipping Cart U.S. Warehouse accepts your packages and ships them out Mondays through Saturdays from 8:00 a.m. to 5:00 p.m. Hayward Time or 11:00 p.m. to 8:00 a.m. Philippine Time. It is open on Sundays from 6:00 a.m. to 3:00 p.m. Hayward Time or 9:00 p.m. to 6:00 a.m. Philippine Time. It is closed on U.S. holidays.

Our Customer Care team in the Philippines is ready to assist you Mondays through Fridays from 9:00 a.m. to 9:00 p.m. and 10:00 a.m. to 7:00 p.m. on Saturdays and Sundays (Philippine Time).

How do I contact Shipping Cart?

You can contact our Customer Care team by navigating to our Contact Us page for our Live Chat (available daily from 10:00 a.m. to 7:00 p.m. or email us at ​[email protected].

How does Shipping Cart work?

When you checkout stuff from U.S. online stores, use your Shipping Cart U.S. Address and your account number as your delivery address. We will email you when your packages are accepted and queued for processing at the Shipping Cart U.S. warehouse.

Processing consists of weighing, measuring, and photographing of your item/s while it's in its original packaging. However, please note that if your item/s arrives in your courier's or distributor's box (e.g. Fedex, Amazon), we remove the courier's box before your item(s) is measured and weighed. We measure and weigh your item/s in its original/manufacturer's packaging to help you save on shipping fees.

This may take several days, depending on the volume of shipments the Shipping Cart warehouse is handling at the time.

After your package/s has been processed, we will send you an email notifying you that your package is in your Cart, which you can access via your Shipping Cart dashboard. When you are ready to ship, select which package/s you want to send to your address in the Philippines (My PH Address), select your shipping and payment method, and pay for shipping fees. Once you have paid, we will email you confirming your payment. Sit back and relax while we consolidate your packages and prepare them for shipping to the Philippines. We will notify you via email once your shipment is on the way, as well as give you your tracking number so you can track its status.

Depending on what mode of shipping you have chosen, your shipment will be delivered to your front door in 10 days via Air Cargo and 45 days via Sea Cargo.

Can I ship items that require special handling via Air Cargo?

Yes, you can. However, the rate for these differs from regular Air Cargo, as they are subject to special care. You will need to visit our Special Handling Page to see if your items are part of the list.

There are certain items that are prohibited from entering the country, according to Philippine Law. Shipping Cart will not process any shipments for these items under any circumstances. It is important to know what these are to avoid any inconvenience.

For a detailed list, visit our Prohibited Items page.


MY ACCOUNT

How do I create a Shipping Cart account?

Go to shippingcart.com and click Register. Fill in the necessary fields.

As soon as you have confirmed your registration, an email will be sent to you containing your free Shipping Cart U.S. address and unique account number. If you can’t find the email in your Inbox, check your Spam folder.

What is my Shipping Cart U.S. Address?

This address serves as your U.S. delivery address, which you should use when shopping in U.S. online stores. This ensures that the goods you purchased are delivered to Shipping Cart.

This is different from the Philippine address (My PH Address) you will ship to when your package/s arrive to Shipping Cart.

Your Shipping Cart U.S. Address also includes your unique account number (i.e. Account # PH99-000000) and a U.S. phone number, all of which are needed when you purchase from U.S. online stores.

Is my Shipping Cart U.S. address a PO box?

No, it is not though some U.S. online stores may consider it a forwarding address.

Can I have multiple Philippine addresses in my Shipping Cart account?

Yes. To add or change your default My PH Address, simply click the My Account tab in your dashboard.

Why do I get the error message "Invalid Username/Password" when I log in?

Step 1: Make sure that CAPS LOCK is disabled when entering your password
Step 2: Make sure that your login ID is the email address you used to register for your Shipping Cart account
Step 3: If you still can’t log in, please reset your password.

How do I reset my password?

Step 1: Go to shippingcart.com and click on Reset My Password
Step 2: Enter your login ID (email address)
Step 3: Click send and we will e-mail you a password reset link
Step 4: Click on the link and enter your new password

Why do I get the error message "Email address not recognized" when I try to log in?

You may have entered a login ID different from the email address associated with your Shipping Cart account. Log in with the correct email address.


DELIVERY FROM U.S. ONLINE STORE/S

How do I track the delivery status of my package/s from the U.S. online store I bought from?

If you don’t yet have your tracking number, use your order number to follow up delivery from the U.S. online store you purchased from.

If you have your tracking number, use it to track your package on the website of the U.S. courier (i.e. DHL, UPS, and FEDEX). If your package has already arrived to the Shipping Cart U.S. warehouse, the status will reflect that it has been delivered.

How do I know that my package/s has arrived at my Shipping Cart Address?

We will send you an email notification Once our U.S. Warehouse accepts your package from the U.S. courier. Your package will appear in your dashboard after it has been processed. We'll send you an email when your package can be viewed in your Shipping Cart.

I received a notification from the U.S. courier regarding the failed delivery of my package? What does this mean?

In the event that your package arrives outside of warehouse operating hours or on a holiday, the U.S. courier will typically attempt to redeliver on the next business day. Please note that there may be instances where you might need to contact your online seller or the U.S. courier for redelivery.

Will you inspect my package?

Yes. Shipping Cart reserves the right to inspect all packages delivered in your name without giving you prior notice. We check to ensure your package is in good condition, as well as photograph it before it appears in your cart.

What takes place when my package is processed?

Your item/s is weighed, measured and photographed in its original packaging. The information is then uploaded to your Cart so your item is ready for you to ship at your convenience.

*Please note that if your item/s arrives in your courier's or distributor's box (e.g. Fedex, Amazon), it is removed from its box before it is measured and weighed. We measure and weigh your item/s in its original/manufacturer's packaging to help you save on shipping costs.

Where can I view photos of my item/s?

Step 1: Log in to your Shipping Cart account
Step 2: Under Cart tab click on Details
Step 3: Click on the download link if you want to save a copy
Step 4: If you see any inconsistencies or damage, please follow the RMA (Return to Merchant Authorization) steps.

(See our REPLACEMENTS, RETURNS & CLAIMS section.)

Is my package/s safe at my Shipping Cart U.S. Address?

Yes. Only Shipping Cart employees who are trained in all Transportation Security Administration (TSA) rules and regulations will have access to your package/s.

Will you contact me if there is a problem with my package?

Yes, we will contact you via email.

There are instances wherein U.S. government agencies such as the Department of Homeland Security (DHS), Transportation Security Administration (TSA), and the United States Customs and Border Protection (US CBP) perform random inspections, which may lead to delays. Shipping Cart will inform you of such delays as soon as possible.


CART STORAGE

How long can I store my package/s?

Cart storage is free for the first 30 days from the date your package/s was accepted by our U.S. warehouse. If your package/s exceeds the free cart storage period, a charge of USD0.14 per pound per day will apply. This will reflect in your shipping cost when you ship to the Philippines.

Shipping Cart reserves the right to dispose of packages left in your cart beyond 90 days without giving prior notice.

How do you compute for cart storage fees?

Shipping Cart computes for cart storage fees as follows:

Chargeable Weight x USD0.14 x Number of days x Shipping Cart Exchange Rate

The exchange rate is subject to change


FEES

How do you compute for shipping fees?

Shipping fees are computed based on the following formulas:

AIR CARGO = Chargeable Weight (whichever is higher between Actual Weight or Volumetric Weight) x USD6.99 + USD10.

SEA CARGO = Dimensional Weight Factor: Length x Width x Height / 166 x USD1.75 + USD10.

All air cargo rates are computed using pounds while sea cargo rates are measured in inches (with the dimensional weight factor) as the units of measurement and U.S. Dollars, then converted to Peso using the Shipping Cart exchange rate, which is subject to change.

Please note that despite the industry standard of rounding up the chargeable weight to the nearest pound, we do not round up for Air Cargo, with the exception of packages who's actual and volumetric weight are both less than 1 lb.​, in which case we will apply the minimum chargeable weight of 1 lb.

As for Sea Cargo, we have exceptions for packages who's total dimensions are less than 12 x 12 x 12, in which case we will apply the minimum 12 x 12 x 12 dimensions.

What is the Shipping Cart exchange rate based on?

The Shipping Cart exchange rate is based on the exchange rate used by major U.S. online stores (i.e. Amazon)

What is the formula for Volumetric Weight?

Volumetric Weight is computed as follows:

Length (inches) x Width (inches) x Height (inches) of the item in its packaging (from the U.S. courier) / 166

How do you measure and weigh my package/s?

We do so via a dimensioning system, which is properly calibrated and certified.

Note that if your item/s arrives in your courier's or distributor's box (e.g. Fedex, Amazon), we remove the courier's box before your item(s) is measured and weighed. We measure and weigh your item/s in its original/manufacturer's packaging to help you save on shipping fees.

What are your rates?

For detailed info, click here.

What are the payment methods available to me?

Shipping Cart offers you several secure payment options: 

• Credit Card (Visa/MasterCard)*
• PayPal
• LBC Over-the-Counter (OTC)

* Shipping Cart does not store your credit card information online.

How does payment via LBC Over-the-Counter work?

Step 1: When you are ready to ship, choose LBC OTC as your payment method
Step 2: An email containing instructions and your transaction number will be sent to the email address associated with your account. Check your Spam folder if you can’t find it in your inbox.
Step 3: Follow the instructions and pay in cash at any LBC branch.
Step 4: Another email will be sent to confirm your payment.

Does Shipping Cart offer COD (Cash On Delivery)?

No, Shipping Cart does not offer COD under any circumstances. We also don’t accept packages with incomplete postage (“postage due”).

Will my shipments be taxed?

All goods imported into the Philippines are subject to Customs Duty and Internal Revenue taxes. Shipping Cart rates are inclusive of taxes.

Is there shipping insurance, and how is it calculated?

For shipping insurance that is above USD500 per shipment, we charge 4% of the insured value. Anything below that is free.

What is insured/declared value?

Insured/declared value is basically how much you paid for your package. It’s important to be as accurate as possible when setting the insured/declared value of your package as it determines how much insurance is assigned to your shipment.

How do I use a promo code?

Once you know your code, sign in to your Shipping Cart account and review your package information. Make sure the payment option your are using is applicable to the code. When you're ready to pay, enter the code in the field provided. If entered correctly and within the promo duration, your shipping fee will reflect the discounted amount. Click Pay and Ship.

What if my actual shipping fee is less than the discount indicated by the promo code? Will you reimburse the balance?

If your shipping fee before applying the code is less than the discount indicated by the code, Shipping Cart will not reimburse you the balance. Your shipping fee will amount to PHP0.00

I.e. The shipping fee before applying the code is equal to PHP1,500. You receive a code that entitles you to PHP2,000 off your shipping fee. We will not reimburse you the PHP500 and your shipping fee will amount to PHP0.00.

What if my actual shipping fee is not much greater than the discount indicated by the promo code?

If your shipping fee before applying the code is not much greater than the discount indicated by the code, Shipping Cart will still charge you the remaining amount.

I.e. The shipping fee before applying the code is equal to PHP1,501.00. You receive a code that entitles you to PHP1,500 off your shipping fee. You will still need to pay a shipping fee amounting to PHP1.00.


SHIPPING

How long does it take to ship to the Philippines?

It takes 10 days via Air Cargo and 45 days via Sea Cargo.

Is there a shipping quantity limit?

Yes, there is. Shipping Cart can process a maximum of 12 pieces of the same item per transaction.

Shipping Cart will not process items in commercial quantities. The Philippine Bureau of Customs (B.O.C.) defines commercial quantities as 13 pieces or more of the same item.

i.e. 15 bags of different colors and brands are considered 15 pieces of the same kind of item (bags) therefore a commercial quantity; 20 pairs of shoes of different sizes and brands, are considered 20 pieces of the same kind of item (shoes) therefore a commercial quantity.

This applies to any and all items.

Do you consolidate?

Yes, we do. When you’re ready to ship your packages to the Philippines, you can ship them individually, or wait for your other packages to arrive (if any), consolidate, and then ship.

Please note that we do not segregate items found in one package. Consolidation here is referred to consolidating multiple packages into one shipment.

What do the airplane and boat icons mean?

The airplane icon means you can ship your item/s via Air Cargo; the boat icon means you can ship via Sea Cargo. If you see both, then you may choose your preferred shipping method.

How do I ship?

Step 1: Log in to your Shipping Cart account then click on the Cart tab to view your package/s.
Step 2: Choose a shipping method and make sure to set the declared value of your package.
Step 3: Tick the checkbox to the left of the package.
Step 4: Once you have reviewed your shipping fee, click Ship It. You will be redirected to the Checkout page.
Step 5: Select your payment method and the address you want to send the package to.
Step 6: Click Pay and Ship

I want to send multiple shipments to different recipients, how do I do this?

Step 1: Log in to your Shipping Cart account
Step 2: Under My Account go to your my PH address
Step 3: Add the addresses of the desired recipients
Step 4: When you’re ready to ship, select your payment method and the address you want to send the shipment to on the Checkout Page.
Step 5: Click Pay & Ship.
Step 6: To send another shipment, click on Ship More on the success page.

Can a relative or friend send a package to my Shipping Cart U.S. address?

Yes, as long as the package is addressed to an existing Shipping Cart user. Package details should contain your name and account number.

Shipping Cart reserves the right to refuse, return, or discard packages intended for someone not registered with Shipping Cart or whose identity has not been verified.

TRACKING

How do I track the delivery status of my item/s from the U.S. online store I bought from?

If you don’t yet have your tracking number, use your order number to follow up delivery from the U.S. online store you purchased from.

If you have your tracking number, use it to track your package on the website of the U.S. courier (i.e. DHL, UPS, and FEDEX). If your item/s has already arrived to our U.S. office, the status will reflect that it has been delivered.

How do I track my shipment to the Philippines?

Once your order is in transit to the Philippines, we will send you an email notification with the tracking number. You may view your tracking details by logging in to your Shipping Cart account and clicking on the My Shipment tab.

Track the status of your shipment by entering the tracking number in the field provided.

REPLACEMENTS, RETURNS & CLAIMS

What should I do when my item/s that arrive to Shipping Cart are damaged or not the item I purchased?

You will need to file an RMA (Return to Merchant Authorization) if this is the case. Most U.S. online stores will replace the item at no additional cost. Follow these steps:

Step 1: Click on View Details and download the image of the damaged/incorrect item accepted by Shipping Cart.
Step 2: Go to the online store where the item was purchased and look for the Returns and Replacement link (or contact their customer service).
Step 3: Request for a RMA. The Shipping Cart team needs this document to ship the damaged/incorrect item back to the merchant.
Step 4: Navigate to our Contact Us page, click the Contact Us button, and fill in the required fields. Make sure to tick the "Other Concerns" option, and specify that you need to send your RMA form. Step 5: Wait for a Customer Care representative to email you with further instructions.

• RMA
• Item Description
• Your Shipping Cart email and account number

Shipping Cart will notify you once a replacement has been received.

Disclaimer: Please note that Returns and Replacements are subject to the U.S. online store’s policies. Shipping Cart has no control over these policies, and will not coordinate in any capacity with these online stores on the customer’s behalf.

How do I return an item/s to the merchant?

Check the merchant's return policies and contact them directly to arrange either an exchange or a refund. Once settled, they will issue you a Return Merchandise Authorization (RMA) reference number and possibly a return label.

These actions along with specific return instructions coming from the merchant should be coordinated with Shipping Cart. Simply navigate to our Contact Us page, click the Contact Us button, and fill in the required fields. Please make sure to tick the "Other Concerns" option, and specify that you need to send your RMA form. A Customer Care representative will email you with further instructions.

Please note that as the buyer, you will be liable for any shipping fees, duty, tax and any other charges incurred during the shipment of items for return.

How do I file a claim?

All claim correspondence must be made via our Contact Us page.

Make sure to click the Contact Us button, and fill in the required fields. Please make sure to tick the "Other Concerns" option, and specify that you need to file a claim. A Customer Care representative will email you with further instructions.