Shop N Ship FAQs

1. What happens if my package misses the order deadline?
If your package arrives at our U.S. warehouse after the published deadline, it will automatically be included in the next scheduled shipment.

For example, if the order deadline is April 17 but your package arrives on April 19, it will be included in the following shipment.

We encourage customers to review our shipping schedule and allow sufficient time for merchants to deliver packages to our warehouse before the deadline.

2. What happens if some of my packages arrive before the deadline but others do not?
Packages received by the deadline will be included in the scheduled shipment. We will not automatically hold packages while waiting for additional items to arrive.

If you would like us to hold your packages so they can ship together, please contact us and make this request before the shipment deadline.

Any packages arriving after the deadline will be included in the next scheduled shipment.

3. If some of my items arrive later, will I have to pay customs duties again?
No. The invoice you originally submit will be processed for customs clearance. If an item listed on that invoice does not arrive in time for the scheduled shipment and must be shipped on the following shipment, you will not be required to pay customs duties on that item a second time. You will only be responsible for the applicable freight/shipping charges.

If any items listed on your invoice have not arrived in time for the shipment, please notify us in writing at cnmdistribution@gmail.com so that our team can properly account for the outstanding items.

4. How will I know when my packages are ready for collection?
Once your packages have arrived on island and are ready for collection, you will be notified by email or WhatsApp.

Customers are also encouraged to review our published shipping schedule for anticipated shipment arrival dates.

Most packages are collected from our warehouse. Delivery may be available for large or bulky items such as furniture and appliances, and an applicable delivery fee will be advised.

5. What does the processing fee on my Shop n' Ship invoice cover?
A processing fee of 3% of the total declared value of the items, along with a $3 fee per package received, is applied to Shop n' Ship invoices.

These fees help cover the handling, sorting and storage of your packages upon arrival at our U.S. warehouse, as well as the brokerage services associated with processing your shipment.

This is one I'd have your accountant/bookkeeper review just to make sure the description of the fees matches exactly how you're accounting for them. But from a customer-facing wording standpoint, this is much clearer.

6. I don't know how to order online. Can you purchase the items for me?
Absolutely! If you need assistance making an online purchase, we can purchase items on your behalf from the merchant of your choice.

A 5% purchasing/processing fee applies when this service is requested. Simply provide us with the item details or product links, and our team will assist you with the purchase.

7. My tracking shows that my package is delayed, not delivered or possibly lost. What should I do?
If tracking indicates that your package has not yet been delivered to our U.S. warehouse, please contact the merchant or shipping carrier directly for an update on its status.

As C&M Distribution is not the purchaser or carrier for orders placed directly by customers, we are unable to initiate claims or make inquiries with the merchant on the customer's behalf.

However, you are welcome to provide us with the tracking number, and our team can check it against our warehouse records and manifest to confirm whether a package with that tracking number was received.

8. Why did one of my invoices include a delivery fee while another did not?
Delivery fees are generally applied when items require additional delivery arrangements due to their size, weight, accessibility or manpower requirements. This may include furniture, appliances, oversized items or deliveries requiring items to be carried upstairs.

Smaller packages that are collected from our warehouse will not incur a delivery fee.

Where delivery is required, the applicable fee will be reflected on your invoice.

9. Where do I send my invoices after placing an online order?

Once you have placed your orders invoices must be submitted to cnmdistribution@gmail.com as soon as you are aware of what shipment it will arrive on and prior to the date of arrival.

You should not wait until the date of arrival to submit invoices.

10. What information should I include on my package when shipping to your U.S. warehouse?

You should include your name, suite number 920 and CMGDT

11. How are my shipping/freight charges calculated?
Freight charges are calculated based on the dimensions of your package (Height × Length × Width).

In addition to the applicable freight charges, a processing fee of 3% of the declared value of your items, plus $3 per package received, is applied to cover receiving, handling, storage and brokerage services.

12. Can you hold my packages until all of my orders arrive?
Yes, certainly! If this is something that you require, please contact us via email or Whatsapp to request this in advance.

13. What items are prohibited or restricted from shipping?
Once a package is delivered to our U.S. warehouse, it must be received, sorted and recorded by our warehouse team. Please allow sufficient time for this process to be completed.

If you would like to confirm receipt of a package, you may provide us with the tracking number, and our team can check our warehouse records and manifest to confirm whether it has been received.