FAQ's
Package Management & Receiving
How long does it take for an Information or additional photo request to be completed?
Information & photo requests are completed the same or following business day (M-F).
A U.S. retailer has shipped my purchase(s) to Stackry; tracking shows delivery but the items are not in my locker. What should I do?
Packages are checked into client lockers on the same business day if received during business hours (9am-5pm EST). If retailer tracking shows delivery, it may still be a few hours withing the same business day before a package is checked in. If the business day has ended and a tracked package is not in your locker, contact Stackry support. Most receiving delays are caused due to a missing locker/unit number in address line 2 of the retailer’s mailing label. Stackry support will work with clients to help track down the item.
Does Stackry take photos of my package?
Stackry automatically sends clients one FREE photo of an unopened package taken at check-in. Additional photos can be taken at a cost of $4 for the first photo, $1 for each additional photo (per package).
Does Stackry charge storage fees?
Stackry will store your items FREE of charge for up to 45 days. Stackry clients often use our free storage to hold multiple items and then consolidate to a single package, maximizing savings on international shipping.
After 45 days, Stackry will charge .08 cents per pound, per day in storage fees.
After 60 days, packages will be disposed of or donated without incurring any liability to you or any other party whatsoever.
Does Stackry open my packages?
Yes. Stackry opens all packages to inspect the contents for damage, dangerous goods and prohibited or restricted items. Stackry customers can rest assured knowing that their items are inspected for damage before leaving the U.S., and handled and prepared appropriately for international transport.
Will Stackry accept First Class Mail on my behalf?
No. Stackry only accepts trackable mail items.
How long does it take Stackry to check in my package after receiving it?
Stackry checks in packages Monday – Friday (business days). Packages received during operations center business hours (9am-5pm EST) are checked in same day. Packages received after 5pm EST are checked in the next business day.
How will I know when one of my packages arrives at Stackry?
Stackry emails customers once a package is checked in at our secure operations center. Login to Stackry after receiving notification and view a photo of your package, enter customs information, re-pack or consolidate.
Does Stackry charge clients package receiving fees?
No. Stackry does not charge clients when we receive a package.