How to Reach MyUS Customer Service (and What to Do When They Don't Respond)

Section 1: How to contact MyUS support (the real numbers)

MyUS, headquartered in Sarasota, Florida, has been around since the late 1990s and has gone through several support-channel changes over the years. Here is what is currently published, plus the real-world response times members actually see.

Official MyUS support page: myus.com/help (opens in a new tab).

Section 2: Common reasons people contact MyUS

Most MyUS support tickets fall into one of a handful of categories. Knowing which bucket yours fits in helps you write a ticket that resolves on the first reply instead of bouncing for a week.

1. Package received at the hub but not yet logged to your suite

A US retailer shows your order as delivered, but it has not appeared in your MyUS account. This is the single most common ticket. Common causes: the carrier used a slightly different name or apartment line, the package landed at MyUS's overflow holding area, or it was logged to a wrong suite. Send: tracking number, retailer order confirmation, expected weight/dimensions.

2. Item missing from a shipment

The package shows in your account, but the contents do not match what you ordered. Either an item was missed at intake, or the retailer shipped it short. Send: photos of what arrived, photos of the retailer's packing slip, the order confirmation. Without intake photos from MyUS, this is hard to resolve — keep your retailer-side documentation.

3. Customs declaration disputed

Your package was held by your destination country's customs, or you were charged an unexpectedly high duty. Often the declared value or HS code on the customs form was off. MyUS can sometimes amend the declaration before the package ships — once it leaves the US, you are usually negotiating with your local customs office, not MyUS.

4. Wrong shipping cost charged

Carriers (DHL, FedEx, UPS) bill by dimensional weight, not just actual weight. A lightweight but bulky package can cost the same as a much heavier one. MyUS passes this through. If you think the dim weight is wrong, ask support for the carrier's measurement record.

5. Storage fees accruing on stored packages

MyUS gives a set free storage window. After that, daily storage fees apply. The fees can quietly add up if you have not logged in for a few weeks. Tickets here often want a fee waiver — sometimes granted as a one-time courtesy, especially for first-time issues.

6. Subscription, membership, and billing questions

Upgrades, downgrades, renewals, and refund requests for a billing cycle you forgot to cancel. See our companion guide on how to cancel a MyUS membership for the step-by-step.

Section 3: How to escalate when MyUS isn't responding

If you have followed the standard support flow and gone five business days with no useful reply, here is the order of operations most members use to push things along — least dramatic to most.

1. Reply to your original ticket, do not open a new one. Opening a second ticket usually resets your queue position and confuses the agent who eventually picks it up. Instead, reply with "Following up — still no resolution. Ticket #XXXX, suite #YYY, package #ZZZ. Issue summary: [1 sentence]."
2. Reply-all if you have a named agent. If someone signed an earlier reply with a name, keep them on the thread. Named agents are accountable; ticket-system replies often are not.
3. Public mention on Twitter/X. Tag @MyUS_com with your ticket number and a one-line factual description. Most brands route public mentions to a senior support tier — not because they care more about you, but because they care about the brand impression.
4. Post to r/MyUS or r/InternationalShipping on Reddit. Other members may have hit the same issue and resolved it. MyUS staff occasionally monitor the subreddit.
5. Trustpilot review with the ticket number. Detailed, factual, with no name-calling. Most companies' reputation teams check Trustpilot daily and reach out to resolve before the review tanks their score.
6. Better Business Bureau complaint. Reserved for billing disputes or genuinely unresolved package losses. The BBB will forward your complaint to MyUS and request a response — companies almost always respond within 30 days because the alternative is a public rating hit.
7. Credit-card chargeback (last resort). If you believe a charge was unauthorized or for a service that was never delivered, your card issuer can dispute the charge. Be aware: MyUS may suspend your account while a chargeback is open. Use only when other paths fail.

Section 4: When it's time to consider alternatives

None of this is to pile on MyUS — they handle a huge volume and most tickets resolve fine. But there are specific scenarios where members tell us they finally gave up and moved their forwarding elsewhere. If any of these are you, it might be time to look around:

• You have waited 5+ days for an email reply with no resolution.
• A package has been "in transit" inside the MyUS system for 30+ days with no movement.
• You are paying more in MyUS monthly fees than the value of the items you forward each month.
• Photo fees, storage fees, and consolidation surcharges keep showing up that exceed the carrier shipping itself.
• You feel like you are talking to a chatbot every time, even when you escalate.

If you decide to switch, the smaller, no-subscription forwarders are worth a look. Selectido is one — built around a small Minneapolis hub instead of a Florida warehouse, with hand-checks and photos included on every package, and no monthly fee. (Full disclosure: this guide is on Selectido's site. We tried to make it useful regardless of whether you switch.) Other reasonable options include Shipito and Aramex Shop & Ship depending on your destination country.

For a head-to-head breakdown specifically against MyUS, see Selectido vs. MyUS.

Frequently asked questions

MyUS publishes support@myus.com as the primary customer service email. Response times are typically 24–48 hours during business days, sometimes longer around US holidays or peak shopping seasons. Always include your suite number, the package or shipment ID, and any tracking numbers in the first message to avoid back-and-forth.

MyUS does not heavily promote a customer-service phone line for standard members. Phone support is generally reserved for Premium tier members and time-sensitive issues. Most member-to-support contact happens through the help center, the in-account ticket system, or the support email. If you are a Premium member, your dashboard usually surfaces a priority contact path.

Most members report a 24–48 hour first response for routine tickets, and longer for cases that require warehouse research (missing items, mismatched intake, customs disputes). If you have not heard back after 3 business days, reply to the original ticket to bump it — do not open a second ticket, which often resets your queue position.

Reply to the original ticket (do not open a new one), copy the original ticket ID into the subject, and add a one-line summary at the top. If you still get no reply, publicly tag MyUS on Twitter/X with the ticket number — most brands prioritize public-facing issues. A Trustpilot review or a BBB complaint is the next escalation if the issue is billing-related.

Inside your MyUS account, open the shipment, click the package, and use the "report issue" or "discrepancy" option. Include photos of what arrived, photos of the original retailer packing slip, and the order confirmation from the US store. MyUS will compare against the intake photos their warehouse took. If they did not take intake photos (some intake methods skip them), the resolution is harder — keep your retailer-side order confirmations.

Yes. Customs declarations can be corrected before the package leaves the US — once it ships internationally, the declaration is locked. For shipping-cost disputes, MyUS uses dimensional weight on most carriers, and the difference between declared and dim weight is the most common source of surprise charges. Ask support to send you the carrier's measurement record.

Common signals: you have waited 5+ days for an email reply with no resolution; a package has been stuck in "in transit" for 30+ days with no update; you are paying more in MyUS monthly fees than you forward each month; you keep getting hit with photo, storage, or consolidation surcharges that exceed the value of the items. At that point it is worth comparing alternatives — including smaller, human-run forwarders like Selectido.

Yes. After exhausting email and chat, file a complaint with the Better Business Bureau referencing your account and ticket numbers. For credit-card charges you genuinely believe were unauthorized, contact your card issuer about a chargeback as a last resort — but note that MyUS may suspend the account during a chargeback dispute, so try to resolve directly first.