Help
Help guide
Getting started
Open a free account to get your own US shipping address. We receive your online orders there, fly or sail them to the island, and let you know when they are ready.
- Choose "Open an Account" on our website and fill in your details. Your personal address is optional and can be added later.
- Check your email and confirm your address, then sign in.
- Your dashboard shows your account ID and your US warehouse addresses. Keep the account ID handy: it is how we match packages to you.
Install the app
On your phone, use "Add to Home Screen" from the browser menu to keep your account one tap away.
Forgot your password?
Choose "Forgot password" on the sign-in page and we will email you a reset link.
Shipping to your US address
When you check out at an online store, use the US warehouse address from your dashboard exactly as shown, including your account ID. A package without your account ID can take longer to match to you.
Air or sea
Your dashboard lists one address for each way we ship. Use the one that matches how you want the package to travel.
Restricted items
Some goods cannot be flown or need extra paperwork. Ask us before you order anything flammable, liquid, or battery powered.
Pre-alerts
A pre-alert tells us a package is on its way before it reaches our warehouse, so we can match it to you straight away.
- Open Pre-Alerts in your account and choose "New pre-alert".
- Enter the tracking number the store gave you, the carrier and the value of the goods in US dollars.
- Save it, then choose "Upload" in its Invoice column to attach the store invoice (PDF, JPG or PNG) so it is ready for customs.
You can edit or delete a pre-alert until we match it to a package.
Uploading your store invoice
Customs needs the invoice or receipt for every package. Upload it as soon as the package appears in your account to avoid delays.
- Open My Packages.
- Choose "Upload" beside the package and pick the file. PDF, JPG and PNG files up to 4 MB are accepted.
- To replace a file, choose "Update". "View" opens what you sent.
Tracking your packages
My Packages lists everything we have received for you with its current status. Choose any tracking ID to see that package's details, store invoice, bill, the pre-alert you sent and its tracking in one window, where "Share tracking link" lets someone else follow it. We also email you as your package moves, and your Notifications page keeps a copy of every update.
Email preferences
Choose which emails you receive under Profile. Shipment and payment notices are recommended.
Desktop notifications
Turn them on from Notifications to get an alert in your browser when something changes.
Tracking without signing in
Anyone can check a package on the Track page using its tracking ID. This is handy for sharing progress with the person who will collect it.
Estimating your cost
The shipping calculator gives an estimate from the weight and value of your package. Your final invoice uses the weight we record at our warehouse and any customs or handling charges that apply. The calculator and our homepage also offer our full price list as a PDF to download.
Sea freight
Large or heavy shipments can travel by sea for a lower price. Sea shipments take longer than air, so plan ahead and use your sea address when you order.
Paying your invoice
We send an invoice when your package is ready. Invoices shows every bill with what is still owed, and Transactions lists what you have paid.
Pay online
Open the invoice and choose "Pay now" to pay by card, where online payment is offered. The package is marked paid straight away.
Pay by bank transfer
Where offered, "Pay by bank transfer" shows our bank details and your payment reference. After you send the money, choose "I've sent the transfer" and attach the receipt. The invoice shows "Transfer reported" until we confirm it.
Pay at pickup
You can also pay when you collect. Staff can take more than one method for the same visit, for example part in cash and the rest by card.
Storage fees
Packages left after the free storage period start to collect a daily storage fee, which is added to the invoice. Collect promptly to avoid it.
Coupon codes
Got a coupon code? Open an unpaid invoice, enter the code under "Have a coupon?" and choose "Apply". The discount comes off that invoice straight away. One coupon can be used per invoice. Each coupon has its own dates and limits: some are only for new accounts, a first shipment, or air or sea packages.
Collecting your package
We email you when a package is ready for pickup at your branch. Bring a valid photo ID. You will sign on our screen to confirm you received it, and we email your receipt.
Someone collecting for you
Add them under Authorized Users with their ID details. They must bring the same ID when they collect.
Delivery to your door
- Add the places we can deliver to under Delivery Addresses.
- Open My Deliveries and choose "New delivery request".
- Pick the packages to deliver, the address and who will receive them, then send the request.
When we deliver, the fee depends on your town, is shown before you send the request and is paid on delivery. If you choose a delivery company instead, they charge you directly. My Deliveries shows the status of each request.
Shop for Me
If a store will not accept your card, we can buy the item for you.
- Open Shop for Me and paste the product link, with the size, colour and quantity you want.
- We reply with a quote, here and by email.
- Once we buy the item, the request shows the order details and tracking, and the package arrives in your account like any other.
Points, rewards and referrals
You earn points on your shipments. Rewards shows your balance, how you earn points and the prizes you can claim with them.
Referral Program has your personal code and link. When a friend opens an account with it, you earn points.
Getting help
Send us a message from Messages in your account and our team will reply there. You can also use the contact details below.
Questions? We’re Here to Help
Reach the Dino support team for account, package, rate or delivery questions.
Email dinoshand@gmail.com