FAQ
Sign Up
- How can I sign up with US Unlocked?
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All you need to do is enter your email address on the homepage and click \'create a free account\'. Then complete the form. It will only take you a minute. After you have successfully verified your email address you can start shopping, using your personal US Unlocked shipping address.
- Is signing up with US Unlocked free?
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Yes! There is absolutely no cost involved in signing up with US Unlocked. As soon as you have your US Unlocked account set up, you can start using all of our services, benefit from excellent shipping rates, personal shopping and apply for the US Unlocked Card.
Shipping
- How are the actual international shipping cost determined?
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Actual shipping cost are determined either by weight or by volumetric weight, whichever one is greater.
Volumetric weight is width x length x height (inches)/139.
Once we have determined the actual shipping cost we charge you with these cost. After receipt of your payment, your shipment is sent out in the next two business days.
- What shipping address will I use?
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To find your US Unlocked shipping address, go to your control panel. You will find the address on the right side of the page. Please, make sure to always include your suite number on the second address line.
- What can I ship through US Unlocked?
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Please check our terms and conditions for a list of items that are prohibited. In short we do not ship any flammable items (like perfume) and food items. If you are unsure, please contact us.
- How soon will I receive my package?
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It will take approximately 5 business days for your shipment to arrive at your doorstep from the moment your parcel leaves our warehouse.
- How do I track my package?
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When we ship your package through UPS Expedited service you will receive an email from UPS Quantum View which contains your tracking details.
- What carrier is used for my shipments?
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We use UPS Expedited service or Saver if Expedited service is not offered in your country.
- To what countries do you ship?
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We ship worldwide! For the list of countries, please look on the Rates page.
- Do you require a signature on delivery?
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Yes. Please, make sure you are home when your shipment is delivered. There may be a surcharge for multiple delivery attempts.
- Do you consolidate shipments and how does it work?
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We do. Consolidating your orders is the best way to save money on shipping cost. You can keep track of all the items we have received in your suite. When you are ready you simply check the items you wish to consolidate and request a shipment. At this point we will repack and consolidate these items and send you a payment request for the shipping cost to your country.
- Do you offer insurance?
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Every shipment is insured up to a value of $100. You can insure the shipment for the total value by checking the box for insurance when you register your shipment on the Ship It page.
- When will you receive my parcel?
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That depends on the shipping method you chose at the website you shopped at.
- What is volumetric weight?
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Volumetric weight (also called dimensional or \'dim\' weight) in simple terms is the space the parcel occupies in the airplane when being shipped internationally. The volumetric weight in lbs. is calculated:
H x W x L (inches)/139
If the volumetric weight is greater than the actual weight on the scale, the shipping cost will be based on the volumetric weight.
- Do I have to pay import duties and VAT?
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Every imported product is subject to import fees. These are levied by your country's government and the responsibility of the receiver. Our rates do NOT include import fees. We cannot mark your shipment as gift or otherwise incorrectly declare. You will risk high fines or even abondonment of the package, nor can we risk our reputation as reputable shipper.
Shopping
- What about compatibility to Europe\'s codes, regions or voltage?
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Anything that needs to be plugged in or played by a plug-in device might be subject to differences regarding codes, voltages and regions compared to your own country. You can check out this links to get some more information on this:
- You need to do some research before you buy, or else you will end up with a product that does not work.
- Is US Unlocked a store?
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No, US Unlocked is not a store. We simply provide to you the tools you need to shop online in America as well as the forwarding service to have your goods shipped to you.
- What is a billing address?
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A billing address is the registered address of your credit card and where you receive your credit card statements.
Many websites in the USA require a US billing address and have advanced address verification software in place.
Submitting an incorrect US billing address with a foreign credit card will most likely result in cancellation of your order.
US Unlocked provides two solutions for this inconvenience:
- Personal Shopping service, or
- the US Unlocked Card
- Where can I shop?
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You can shop everywhere! The websites on the Where To Shop page help you to find your way around, but you are free to purchase from any website that you like. If you think US Unlocked users would like a certain website too, let us know!
Personal Shopping
- How does your Personal Shopping service work?
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When using the personal shopping service we make your purchase(s) on your behalf. Start by submitting a personal shopping request. After we receive the request we send you a quote within 1 business day. The quote contains a payment link. After you have completed the payment, we will place your order(s) within one business day.
- How much is the fee for the Personal Shopping service?
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The personal shopping fee is 10% of the total purchasing cost with a minimum of $10.
US Unlocked Card
- What is the US Unlocked Card?
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The US Unlocked Card is a virtual prepaid Master debit card with US billing address.
- Why do I need this card?
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The US Unlocked Card enables you to make purchases on most websites where an American credit card or a card with US billing address is required.
- Is it an actual card?
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It is a virtual card, meaning you will not have the actual plastic in your hands, but you will use the number, expiration date and billing address provided to you for online payments.
- Are there any costs to the US Unlocked Card?
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The one-time application fee is $15 (non-refundable). Load cost are: $5 + 5%.
Transaction Fee charged by NXpay $1.00 per load
Usage fees: $0.50 per purchase. $0.75 per decline. $0.75. More information on https://www.usunlocked.com/card_toc.php
- How do I load my US Unlocked Card?
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First, make sure your ID verification status is Accepted, this when the loading option becomes available. On the US Unlocked Card page submit the amount you wish to load on your card.
Submit your payment of the desired load and you will have the money on your card within 2-4 business days.
Make sure always to load enough money to cover purchase, domestic shipping cost, sales tax and card related cost.
- What websites do NOT accept the US Unlocked Card?
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(Known websites where the US Unlocked Card is NOT accepted are Hulu Plus, Paypal and stores that do not ship to freight forwarding addresses, e.g. Tommy Hilfigger)
- How will I use the US Unlocked Card?
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When asked for your credit card information, you will choose Master as the type of card. You will fill in the billing address of the card, which is the US billing address provided to you and card number of your US Unlocked Card. You can do so by copy/pasting it from the US Unlocked website. Then, fill in the expiration date and security number of your card. You can find all data on the US Unlocked Card page on the website. It is recommended to always connect over VPN.
- Is the US Unlocked Card a credit card?
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No, it is a debit card. You can only spend the amount of money that you have put on the card. If a website asks for your credit card information you can use your US Unlocked Card information, even though it is a debit card.
Make sure you have enough money on the card to cover purchase, domestic shipping cost, sales tax and card related cost
- Can I change the billing address of the US Unlocked Card?
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The billing address that we provide cannot be changed, it is the registered address to the card. Any changes will result in the card not being accepted as payment. In many cases merchants require the biling and shipping address to be the same.
- I want to apply for a US Unlocked Card. How does it work?
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Start by making your $15 application fee payment. Then upload the required documentation as part of the ID verification process. When these have been reviewed and the Accepted status is awarded, you can make a card load payment. Your card is issued when the card load payment clears within 2-4 business days. You will also receive an email from NxPay asking you to activate your card account. When you do so, you will be able to check your balance and manage your account.
- What is NxPay?
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NxPay is the platform to which the US Unlocked Card belongs. The US Unlocked Card is a Master prepaid debit card. NxPay is the authorized issuer of these cards. When applying for a US Unlocked Card, an NxPay account is created for you. Through Manage Account in US Unlocked Card page you are able to manage your NxPay account.
- Am I obliged to apply for the US Unlocked Card?
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Absolutely not! The decision is yours. If you find that a US website where you want to shop only accepts cards with a US billing address, you can still choose to apply for the US Unlocked Card. You will find, though, that most US websites require a US billing address. You are also welcome to choose our Personal Shopping service where we make the purchase on your behalf.
- How do I know whether a US website requires a US billing address?
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This is usually stated in the terms on the store's website. If you are unsure, you can always contact their customer service.
- How much are the loading fees?
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The loading fees are (load amount + $5)*5%. For more information on fees, consult https://www.usunlocked.com/card_toc.php
- After I loaded my card, when can I start paying with it?
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Your card load payment will clear in 2-4 business days. At that point a new card is issued reflecting the new balance. An email will be send to notify you. With the balance on your card you can start shopping.
- What if I need to make an online payment, but I do not have the money on my US Unlocked Card?
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If it is urgent, you can always opt to use our Personal Shopping service.
Because this is a prepaid debit card, you can only spend the money that you have on the card. To view your balance, go to Manage Accounts on US Unlocked Card page. You can also load your card on that page. The time it takes for a card load payment to clear on your card is 2-4 business days. If you make online payments in the US on a frequent basis, it is wise to load the card frequently and with time to make sure you always have a balance on your card.
- Is it safe to have my US Unlocked Card data on the web?
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Yes, it is safe. But, it is important to never pass your login data or card data to anyone. The pages on which your US Unlocked Card data are being displayed are secured and encrypted. If you do notice a suspicious transaction when viewing your account, immediately notify support@nxpay.com
- What documents do I need to upload in order to receive the 'ACCEPTED'ID verification status?
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Both of the following documents (preferably in English)are needed:
1) a scan of a recent (utility/phone)bill or (credit card/bank) statement that was addressed to you to the address we have on file for you.
2) a scan of a valid ID (passport or driver's license)
- I am trying to pay with my US Unlocked Card, but somehow the card does not get accepted. What should I do?
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Please, check the following page for a trouble shooting list of most common issues: http://www.usunlocked.com/troubleshooting.php
Some websites require a specific work around. Many tutorials can be found on our blog.
- What do the ID verification statuses 'NONE', 'PENDING', 'INCOMPLETE' and 'ACCEPTED' mean?
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To be able to load money on to the US Unlocked Card you need the 'ACCEPTED' status. You achieve this by uploading the correct documents.
'PENDING': documents are still under review. Please, allow 2 business days.
'INCOMPLETE': some documents are missing or not showing a matching address.
'NONE': no documents have been uploaded yet.
- What is utility bill? What if I don't have that?
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A utility bill is a bill for electricity, gas, water. We ask you to upload a recent utility bill as part of the ID verification process for the US Unlocked Card. If you do not have a utility bill, you may also upload a recent phone bill or bank/credit card statement.
Refer a friend
- How does it work?
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After you have logged in, you will see an option on the homepage to refer a friend. Just submit your friend\'s email address. You will receive an email with a Promo Code to thank you for your referral. The next time you order a shipment with US Unlocked, enter the Promo Code to get your special discount on the shipping cost. Your friend will also receive an email, inviting him or her to register with US Unlocked. It will also have the Promo Code that can be used to receive a discount on his or hers first shipment.
Returns
- Do you offer a return service?
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At this time, US Unlocked does not offer a return service. If you do need to make a return you will have to do so on your own behalf.
Payment
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