Getting Started

Why is there such a high demand for products from retailers in the USA?
  1. Better Pricing
    The pricing in the USA is often better than that available in your home country.
  2. Not available in your country
    Many USA retailers will limit availability of certain items, colors, sizes, etc... in other countries and make them only available in the USA.
  3. US Retailers Will Not Ship Overseas
    Most US retailers will not allow their products to be shipped to other countries from the USA by their distributors.  The primary reason for this is to maintain control of the retail pricing for their products in other countries.
How do I receive a Trinebox address?
After you sign up for a new account, we will issue you an exclusive and personal account number.  You will also be instructed on how to properly fill in a checkout form on your retailer's site and the correct way to insert your new Trinebox address and account number.
How does my Trinebox online account work?
Sign in to your Trinebox account to:

  1. Check if your merchandise has been received.
  2. Create a ship request if your product is being consolidated.
  3. Check the status of your shipments.
  4. Change any of your account details such as credit card, shipping method, shipping address and membership information.

Note:
    You will receive an email notification when you receive a package, or when Trinebox sends a shipment to you.
Is this a P.O. BOX address?
NO, your new Trinebox address is an actual warehouse and office in Florida, USA.  Many sellers do not ship to post office boxes, so we do not issue box addresses.  Additionally, UPS, FedEx and DHL do not deliver packages to P.O. BOX's.  Our warehouse is open from 9:00 AM ’til 5:00 PM, Monday through Friday.  We have over 100 employees and our receiving department is there to receive incoming packages during normal business hours.
Is Trinebox limited to personal use?
No. You can use Trinebox to bring in bulk purchases for companies.
What services do you offer and what are the fees?
There is no cost to open an account with Trinebox and immediately receive your personal address in the USA.


Will you let me know when my package(s) arrive?
We will notify you via e-mail as soon as your package(s) arrive at Trinebox's warehouse.
You can also Log-In to Trinebox.com to see this information.
Delivery Time: How long does it take to receive packages?
Upon arrival at our Miami address, your package will take 2-3 days to be shipped and delivered to you.


Why should I set a pre alert?
Pre alerts are important for three reasons:
1) It allows you to receive e-mail and SMS alerts regarding the location of your package once it reaches our hands.
2) It ensures your package does not remain in “Unknown Packages” if your account number is left out, since Miami can easily correlate the tracking numbers.
3) It provides customs with the actual cost you paid for your item. If customs does not know what you actually paid for your item they can charge you based on the cost the item generally goes for, and would not be aware whether you purchased your item on sale. This can affect your Duties and VAT charges.


Can I track my package and how do I do that?
Yes, of course you can. Trinebox offers you the ability to track your packages on your Trinebox account. When you set a pre alert and upload you invoice, once your package reaches our Miami warehouse you will then be alerted every step of the way.


How long does it take to process my shipment?
After we receive your shipment request, please allow for up to 36 hours for UPS to pickup package(s) from our warehouse.  Packages received before 10 am (East Coast USA time) are typically processed and picked up on the same day.
Trinebox only tenders packages to couriers on business days (Monday to Friday), not including certain U.S. holidays.
In some cases, high-value merchandise and shipments may require additional paperwork to comply with U.S. government regulations.
Shipments containing certain animal products, feathers, animal skin and mother-of-pearl may require review to ensure compliance with U.S. Fish and Wildlife (USFWS) regulations.
These type of circumstances may result in additional processing time for your shipment.
Will Trinebox open my packages?
Normally every package is opened and inspected when it arrives at the Trinebox warehouse.  Our trained staff carefully inspects your packages to ensure they are safe for shipping and verify that the stated contents are allowed to be exported from the USA.
What if my package is gift wrapped?
To ensure quality and compliance with US export regulations, we must open and review all wrapped items. When possible, we make every effort to return wrapped items to their original condition.
How long will you hold my packages?
Your packages will be held, free of charge, for up to 15 days after each delivery.
After 15 days, each package will be held for an additional 30 days for a charge of $2 USD per month.
We will send you reminders before your 30-day storage period ends and again before your paid 30-day storage period ends.
The maximum storage time is 90 days.  After 90 days, unless prior arrangements have been made, the goods will be considered abandoned, and we may dispose of it in any manner permitted by law.
Is my package insured?
All packages shipped from Trinebox are insured for up to $100 USD of value.  Additional insurance is available at a cost of $2.50 USD per each $100 USD of value that is required.  So if your purchase is worth $300 USD and you wanted to make sure the total value of your purchase is insured, you would pay $5 USD for insurance.
What are Trinebox's Hours of Operation?
Customer Support
Customer support is available to help you answer any questions.
For Location hours please click here. 
US Warehouses Closed 
On US national holidays, we close our export facility so that our staff can spend time with friends and family. During these holiday, packages will not be received or shipped.

January 1st - New Year’s Day

Last Monday in May - Memorial Day

July 4th - Independence Day

First Monday in September - Labor Day

4th Thursday in November - Thanksgiving Day

December 25th & 26th - Christmas Holiday
Holiday Season During the months of November and December, the number of packages received and shipped significantly increase due to Black Friday, Cyber Monday and Holiday sales events.  During this time our global courier partner may experience longer than usual delivery times.  We strongly suggest customers make their purchases as early as possible to ensure that they receive their packages before their required dates.
Why do I need to upload a copy of my commercial invoice?
In order to prepare the documentation for your package to be delivered to your home country by UPS or DHL, we must have a commercial invoice which describes the product and states the cost you paid for the product.  This document is necessary for your package to be cleared customs and delivered to you.
Important: You, the customer, are responsible for accurately stating the value (for customs purposes) of the product you have purchased.  If the value is not correct, the package may be held by customs and you may be liable for additional costs and/or customs fines or penalties.
How do I upload a document into my account?
  1. Sign in to your Trinebox account.
  2. Click My Account Settings.
  3. Click Account Documents.
  4. Click Add New Document.
  5. Click Browse to identify the file you want to upload.  Navigate to the file on your computer that you want to upload and select it.
  6. Identify the file.  If you are uploading personal identification, select Photo Identification.  If you are uploading Form 1583, select Notarized Form 1583.  If you are uploading another type of document (e.g., wire transfer receipt), select Other and provide a description of the document.
  7. Click Upload Document to start the upload process.  Allow time for the transfer to complete.  When complete, your account will refresh and show a preview of the document.
  8. Repeat process for any additional documents.
  9. If you uploaded a document in error, you will have 15 minutes to delete it by clicking Delete.
What should I do if I suspect that my password has been stolen?
*Please contact customer support immediately, so that we may freeze your account and issue you a temporary password to prevent any unauthorized access to your account.
*Be sure you safeguard your password and do not let anyone else have it! You are responsible for all use of your account made under your login and password.
If you have simply forgotten your password or are unable to access your account, contact customer support.
How do I update my account information?
Simply log into your account.  Go to Account Settings.  From there you should be able to make any changes required.
Can I authorize others to use my account?
Yes, you may authorize someone else to use your account by simply logging into your account and going to “account preferences” and selecting “additional user.”

Please note that you may authorize anyone to use your account, but the use of the account is your responsibility.  Remember that all packages you receive and ship in your Trinebox account will be debited from your credit card, even when the name of another authorized user appears on the package, and it will be sent to the address you have registered.
Who is responsible for the package regarding importation into my country?
This is your responsibility! You may only request us to ship products that are in compliance with the import laws of your country.  If you have any questions, please check with your local customs agency BEFORE you ship the package to Trinebox.

Trinebox is only a service provider.  We do not accept responsibility or liability for the contents, valuation or condition of your package.  If any packages are returned to Trinebox for non compliance or undervaluation, the costs of shipping, receiving, handling and disposing of said packages are the full and complete responsibility of the customer.
What does billing and shipping address mean?
Billing address is the address that you have associated with the credit card with which you are paying.

Shipping address is the address you use to receive your purchase at Trinebox.  See shipping address example for John Doe below:

John Doe (Account #: 00000)
7801 NW 37th Street
Doral, FL 33195-6503 USA
Telephone 757-943-9356
Can I start using Trinebox immediately after I sign up?
Yes.  Once you receive your registration confirmation, you are ready to start shopping! Trinebox will immediately begin accepting your packages and processing your shipments.

Please ensure all your shipments include the address of the Trinebox warehouse and your unique account number.  Any packages shipped to Trinebox with an incomplete or inaccurate address will be delayed. 
Why was my registration unsuccessful?
If you are unable to successfully register for a Trinebox account, please complete the following steps:

  1. Clear the cookies on your Web browser.
  2. Make sure you are entering a credit card that has an expiration date of next month or later.  Credit cards expiring this month cannot be accepted.
  3. Make sure your Web browser is up to date. Out of date browsers may have functionality issues.

If you continue to experience problems, please contact customer support and provide the information requested below:

  1. Your first and last name.
  2. Type of Web browser are you using.
 

Shopping and Shipping

Why is my credit card not being accepted by the US online retailer?
There are a number of reasons why your credit card may be declined by a US online retailer.

  • Payment type has insufficient funds.
  • Payment provider has placed a hold on your funds.
  • The payment type has expired.
  • The payment code has expired.
  • The security code is incorrect.

If you are still receiving notices that your payment method has declined, please contact us.
Shopping at US Stores
How do I buy online?
Buying online is easy, just follow these simple steps:

  1. Find the products you want online.
  2. Add your products to the shopping cart.
  3. Go to trinebox.com and create an account.
  4. Enter your shipping address and account information.
  5. Choose a shipping method.
  6. Enter your payment information.
  7. Review and finish your order.
  8. Check the status of your order.

How do make sure I'm ordering the right clothing or shoe size?

International size charts:

Women's Clothing Conversion

Men's Clothing Conversion

Shoe Size Conversion


How can I save even more when shopping in the USA?

Many USA stores pack their merchandise inefficiently, resulting in substantially higher shipping costs for international customers.  There are also other things to know when shopping USA retailers. To save the most at USA stores, follow these tips:

  1. Always use your Trinebox address as the "Ship To" address.  Many merchants offer free shipping to US addresses.
  2. Check to see if there are any coupons or discount codes available with the online retailers for the products you are interested in buying.
  3. Be sure to read the ratings and reviews of sellers.
  4. It may be possible to repackage a large box into a smaller one, check with customer support to see if this is an option for you.
  5. Consider rebates; sometimes manufacturers offer rebates after the product is purchased.
  6. If you are unsure about a seller or retailer, check with the Better Business Bureau.
  7. Shop around! Check different websites for the same product.
  8. Create a separate email address for shopping, so your email doesn't get bogged down with advertisements.
  9. Check the Trinebox Facebook and Twitter pages for deals!
Does Trinebox bring in perfumes?
Yes we do! Trinebox consolidates perfumes and other Hazmat Items and brings them in once per week at a standard rate. (See Hazardous shipments for more).

Can the retailer describe the goods as a gift to avoid Duties and Taxes?
No, it is illegal for you and/or the retailer to describe the goods as a "gift" to avoid duties and taxes.  Be aware of the legal problems it could create for you, the retailers and Trinebox.

You are the "Importer" of the goods and responsible for accurate statements describing the goods and their respective value.  Duty and taxes are based on these descriptions.  We may be required to terminate your account if we become aware of an intentional undervaluation on your part.

Our Customer Service team will be glad to guide you if you still have doubts on this serious matter.
Mail Service: Can you ship my mail or magazine subscriptions?
Yes, magazine subscriptions and other packages can be delivered to your account at our Miami address and can be shipped to you.
What are Hazardous and Restricted Items:
i. Hazardous items include Flammable, corrosive and explosive items. Trincargo International Services Co. Ltd. Is dedicated to abiding to the laws and regulations set forth by IATA (International Air Transport Association) regarding the Transportation of Hazardous materials (Haz-Mat). We therefore, declare and consolidate all Haz-Mat items before shipping.
ii. Customs Division has a list of items that are restricted from entering the country. These items can therefore be seized by customs.
Delays: My package was delivered in Miami, why haven’t I received it yet?
A. If your Account number was not included by you or your sender
a) Packages are placed in a section entitled ‘unknown packages.’ As such, Miami will then have to try and find your account manually, which can take time.
b) If further information is left out, your package can remain in ‘unknown packages’ until
       1) your pre alert is set and tracking number is provided
      2) you provide a Trinebox staff member with your tracking number to locate it for you and claim it from Unknown Packages. (To avoid this delay we encourage you to set your pre-alerts)
B. Holds: packages that contain fragile items or may require repackaging to ensure its safety for international transportation would be identified by our Miami warehouse and place on hold. If this occurs, you are required to provide us with an email of authorization stating whether you want your fragile package bubble wrapped or repackaged (additional costs apply). If you request for your items to not be bubbled wrapped or repackaged, please note that Trinebox will not be held accountable for any damage that may occur as a result.
C. Restricted/ Hazardous Materials: There are several items that are considered hazardous materials. (i.e. Flammable, explosive and corrosive materials). These packages will be held back and sent through our weekly consolidated Hazmat shipments. Items that are restricted by Customs Divisions however, will be seized. We advise that such items not be purchased, since Trinebox is not liable for items seized by Customs Division.
Do you deliver to all locations?
Unfortunately, Trinebox does not deliver to all locations nationwide, due to security reasons. However, we will make all necessary arrangements for you to collect your package at one of our offices.
How do I change my package from delivery to pick up?
Before your package has been shipped from Miami, you can go onto “MY ACCOUNT” on Trinebox, and change your delivery option to pick up, or vice versa. If your package has already been shipped, this change will only apply to following packages.

Shipping Weight

What is actual weight?
Actual weight is the weight of the package when put on a scale.
What is dimensional weight?
The dimensional weight is calculated by multiplying (in inches) the length x width x height of a package and dividing the result by the industry DIM factor which is 139.  The formula is: L x W x H/139 = Dimensional Weight.

What is billable weight?
Billable weight is the measurement that we use to determine the Shipping Costs.  If Dimensional weight is higher than Actual weight then Dimensional weight is used as “Billable Weight” measurement and vice versa.
 
 
 

Payment

What forms of payments do you accept?
At both our offices and through delivery, we accept: LINX, Credit Card, Cash, Cheque. We hope to offer more payment options in the near future.

What is a card verification value (cvv) or card verification code (cvc)?
The security code, commonly known as the “card verification code” (CVC) or “card verification value” (CVV), is a special three or four digit code printed on the front or back of your credit card.  Banks commonly use this code to prevent fraud and some banks may decline transactions that do not include this code.  
 

Insurance and Claims

Does Trinebox offer insurance?
Yes. 

a)       Trinesure: For as low as US$0.50 per package, Trinesure provides you with the peace of mind attached to knowing your packages are covered, once in our hands.

b)       Additional insurance is also available upon request. (See terms and conditions for more).



While damaged or lost packages are rare, we recommend fully insuring each shipment to the full declared value in the unlikely event that something does happen to your package(s).  In the event your shipment is damaged upon delivery or lost, Trinebox customer support can assist you with the claims process.