Navigate quickly to:
What are the 3 steps to know that my packages arrived at MyMalls?
To find out if we have received your packages, check with the carrier of your retailer. The carrier will send you a delivery confirmation.
Once your package has been added to our system, you will be able to see a photo of the package, as well as the tracking details.
A notification will be sent to you once we have completed the inspection of your package to ensure that all your items are present, in good condition and that there are no prohibited items.
What happens when my package arrives at the MyMalls warehouse?
As soon as your package arrives at the MyMalls warehouse, we will:
Scan your packages tracking number and add the package to your suite
Open it, inspect its contents for correctness and/or damages
Determine whether the articles can be exported to your destination
We will then notify you by email that your package has arrived and which step to follow next. It might be one of the following :
You can pay or consolidate your package (if you’re expecting multiple packages, you can save on fees by consolidating up to three packages),
You need add an invoice for your package,
You need to contact our Customer Support team because there's a prohibited item in your package
Processing your package in our warehouse happens within a day, if your vendor tracking shows that we received it, but it hasn't appeared in your Suite within, say, a day. Please contact our support team as soon as possible.
We process packages as quickly as possible, but we also want to give you a realistic expectation of timelines. That’s why we’re bringing in a 12pm cut-off point. Packages received in the morning will be processed on the same day, while those received in the afternoon will be processed on the next working day only during peak periods.
What are the cut-off times?
Here are the cut-off times for shipments:
Packages that arrive at the warehouse before 12 pm will be processed and shipped on the same working day.
Packages that arrive at the warehouse after 12 pm will be processed and shipped on the next working day.
Here are the cut-off times for Repack & Combine requests:
Repack & Consolidations requested before 4 pm will be processed and shipped on the same working day
Repack & Consolidation requested after 4 pm will be processed and shipped on the next working day
If payment was completed before 5pm US (GMT -4) or 4pm EU (GMT +2) your package will be shipped the same day in the next DHL or FedEx pickup, during working days.