Frequently asked questions

Yes. Once you receive your membership confirmation, you are ready to start shopping! We will immediately begin accepting all of your purchases.

Please make sure that all of your shipments include your Air Senegal address with your unique suite number. Our special handling department will handle packages with an incomplete or inaccurate address and this may cause delays.

All shipping companies will be able to deliver to your Air Senegal address.

Please follow these steps and try again:

1. Clear the cache on your web browser

2. Make sure your web browser is up to date. Out of date browsers may have functionality issues

If you continue to experience problems, please visit our contact us page. We will need the following information:

1. Your full name

2. The type of web browser you are using

You can shop from online stores in our origin countries and have your items shipped to your Air Senegal address. Just enter it as your "Shipping address" as shown below:"

To find your Air Senegal address, sign in to your account, and it will be in the upper right-hand corner.

You may also be asked for a “billing address" when you pay online retailers. You can use the home country address associated with your credit card.

When you sign in to your Air Senegal account, you can:

1. Check if your purchases have been received

2. Create a ship request

3. Check the status of your shipments (tracking)

4. Change any of your account details such as shipping preferences, shipping address and membership information

Please note: You will receive an email notification when you receive a package, or when we send a shipment to you.

We're sorry to hear you would like to cancel your membership and would like to work with you to resolve any issues you may be experiencing.

Please contact us and let us know why you’re thinking of cancelling and what we can do to resolve any pending issues you might be facing.

If you would like to proceed with your membership cancellation, please submit a written request on our contact us page.

1. Make sure your Caps lock button is not turned on

2. Make sure your web browser is updated to the latest version

3. Clear the cache on your web browser

If you receive a package that does not include a merchant invoice, or the invoice did not show the value of the purchase, you will need to enter the value into your account. Customs requires this information.

You can find the value of your purchases on the invoice or order confirmation you received from the merchant. To enter your merchandise values:

1. Sign in to your Air Senegal account

2. In My suite, go to the Action required section

3. Click the arrow of the item that requires action

4. Enter the value of each item at unit price level

5. Click Upload Invoice and proceed to attach a copy of your invoice

6. Click Confirm Values to complete the process

Please note,, until you have completed the above steps, these items will not be added to the Ready to Send section.

A merchant invoice (MI), or payment receipt, is a document that shows the price you paid for merchandise you have purchased. The document may also contain other information, including the name and address of the sellers.

Many merchants automatically include a merchant invoice with your package, and some may email you an electronic merchant invoice.

Please keep a record of your merchant invoices so you can provide them to Air Senegal or your customs office if required for export or import purposes.

Many merchants automatically include an invoice with your purchases. In some cases, it may be necessary to request that the merchant includes a paper invoice. If a merchant emails you an invoice or payment receipt, you may need to ask the merchant to also include a merchant invoice with your purchases.

If you purchase from an eBay seller or private individual, it may be necessary to email the seller and request a merchant invoice showing the seller's name, address and the price you paid for your purchases.

Special note about gift items:

If you indicate your item is a gift, the seller may include a merchant invoice that does not show the price you paid for your purchase. If your package arrives with a gift receipt rather than a complete merchant invoice, you will be asked to provide additional information before Air Senegal can ship your purchases.

To comply with international export regulations, Air Senegal must have the actual purchase prices of items we export. In many cases, we must also have the name and address of the seller.

When Air Senegal receives a package with a merchant invoice that includes prices, we will enter the values and seller’s name and address for you. In most cases we will not need any additional information from you, so the merchant invoice can help you receive your purchases more quickly.

,If your package arrives without a merchant invoice, or if the invoice does not show the price you paid for merchandise, we cannot export your packages until we receive this information. Any packages requiring values or invoices can be found in the Action required section in My suite. Please refer to the above question "How do I enter merchandise values?" For the steps on how to complete this.

Yes..If your merchant invoice is in a different currency, we will convert the prices into USD or GBP using the current exchange rate.

Customs authorities require Air Senegal to properly value your goods. We create the Proforma Invoice for customs by entering the information provided on the merchant invoice/receipt that is used for customs clearance. The Proforma Invoice lists the value, quantity and description of the items.

This is a legally binding document.

If your package does not include a merchant invoice, or if it does not show the value of the purchase, we will need you to enter the values before we can ship your package.

We understand our members' concerns regarding confidentiality, and it is our policy never to sell or give away any member information. The privacy of our members is of utmost importance to us. Details can be found in our Privacy policy.

Air Senegal follows the origin country business days for export. Imports and delivery business days depend on the destination country.

Certain fragile items like televisions or larger shipments may require review to confirm the available shipping options. We will notify you by email with the reasons your package is on hold and your shipping options.

Dangerous goods/hazardous materials are items with hazardous properties that can present a potential hazard. Air Senegal can ship some classes of dangerous goods in limited quantity. You can learn more about this on our Prohibited & restricted items guide.

Our Trade Compliance Team will review your item(s) to determine their classification and transportation regulations. The review is usually completed within 1 to 3 business days and you will receive an email with the resolution.

To expedite the review, please send Air Senegal an email with the safety data sheet, seller invoice, and a link for the item(s) on info.air senegaldelivers@air senegal.com

No, Once you create a ship request you’ll be given a breakdown under shipment details and options with all the applicable charges.

Actual weight is the weight of the package when put on a scale. Dimensional weight is based on the size of the package. Large items that have a low Actual weight relative to their size, like pillows and lamp shades, will result in a larger dimensional weight. Some people refer to Dimensional weight as "volumetric weight."

No. Air Senegal does not add a fuel surcharge to provide the best possible value to our members.

The calculation of VAT and Duties for goods imported into Saudi Arabia, Kuwait, and UAE is based on the local customs laws of each respective country.

All import items are subject to VAT.

VAT is calculated as 5% of the value of the commercial value, extended liability, shipping cost and duty, tax, excise amount (if applicable): VAT= 5% of (C+I+F+D+E).

Extended liability is optional.

Duties are calculated based on the value of the commercial value, extended liability and shipping cost: DUT = 5% of (C+I+F).

Customs process and documentation fees will apply as per the following table:

Extended liability is an optional service per item, which is calculated against the declared value of the item(s). You can purchase extended liability by signing into your account and clicking My account settings > Shipping preferences, and selecting shipment extended liability. . You can also create a shipment and select extended liability from the shipment details & options section.

While damaged or lost packages are rare, we recommend insuring each shipment in the unlikely event that something does happen to your goods. In the event that your shipment is damaged upon delivery or lost, Air Senegal can assist you with the claims process.

Extended liability is charged based on the declared value of the items.

If your shipment is not delivered, or if items are missing or damaged, contact us immediately to begin the claims process.

For missing items:

If your shipment was not delivered, or if items are missing, you will need the following items to file a claim:

1. Claim form: Contact Us, and Air Senegal will provide you with the proper document

2. Copy of the merchant invoice or receipt showing the purchase price

For damaged items:

If your item arrived damaged, you will need the following documentation to file a claim:

1. Claim form on Contact Us, and Air Senegal will provide you with the proper document

2. Photos of the damaged item(s)

3. Photos of the interior and exterior of the box

4. Copy of the merchant invoice or receipt showing the purchase price

Important filing deadlines:

Claims must be filed within 21 days from delivery date.

Claims are reviewed on an individual basis and can take up to two weeks. When a claim is approved, the reimbursement will be credited to your Air Senegal account and/or bank transfer. You can use the credit to pay for shipping costs on future shipments.

Extended liability covers loss or damage to the items in your shipment. Claims can be filed for the declared value plus international shipping costs, if applicable.

Once you are ready to send your packages:

1. Go to My Suite > Ready to Send

2. Select the check box next to each package you want to include, and click Create Ship Request

3. To request a pallet, select Add Pallet for shipment under Shipment Details & Options

Please note: There is a fee for palletizing a shipment. Using a pallet will add up to 40 pounds (18kg) to your shipment and will increase shipping costs. You will be charged an additional fee for processing.

To submit a Ship Request:

1. Sign in to your account

2. From My Suite, go to the Ready to Send section

3. Check the box to the right of each package you would like to include in the ship request

4. Click Create Ship Request

5. Add any shipping options, and click Update Totals to calculate shipping charges

6. Click Ship Now

7. The shipment status can now be viewed in the Preparing Package section

Many stores pack your items in boxes that are too large or not properly prepared for international shipping. Air Senegal takes the extra time to make sure all your purchases are properly packaged for international shipping. Our repackaging service will save you money in shipping costs and also helps ensure your purchases are not damaged during transport.

Air Senegal must review the contents of each package to determine if an Electronic Export Information (EEI) is required. If we think that an EEI is required for the merchandise you purchased, we must file an EEI and receive a confirmation number from the US Government before we can export your package.

The US Government primarily uses EEI reports to compile international trade statistics. An EEI includes information about the merchandise in your package, the US seller, the buyer and other trade-related information. To complete an EEI filing with the US Government, we must receive information about your merchandise, including:

1. Merchant invoice

2. US tax ID or Employer Identification Number (EIN) of the seller

A tax ID or EIN is still required if the seller is an individual (e.g., eBay seller). When you purchase high-value merchandise (USD 2,500 or more), please verify that the seller is willing to provide this information.

If any merchandise in your package requires an EEI, we will gather the necessary information to file an EEI for a fee of USD 50. We will add this fee to the final costs for your package.

EEI is outlined in the Foreign Trade Regulations (FTR), which are regulated by the US Census Bureau and enforced by the US Customs and Border Protection. Learn more about EEI and the FTR at http://www.census.gov/trade.

For more information, you can also contact the US Census Bureau's Foreign Trade Division at (800) 549-0595, option 3.

Please note: Applicable for US Exports only

If you are unable to submit your ship request, please contact us.

We consolidate your items into one box, unless you specify otherwise. Our shipping rates decrease as the box weight increases, so it is almost always to your benefit to have one large box sent instead of several small boxes.

The transit time is typically three to five business days.

Yes. Air Senegal can split your package if it contains more than one item, and you’d like to ship them separately. You can split your package and discard an item for a fee.

To request separate shipments:

1. Expand the package view in Ready to Send

2. Select Split package from the Additional Services drop-down menu

You will also have the option to add comments to explain what you would like done.

Please note: Air Senegal cannot split packages for the purpose of allowing them to fall below the import duty threshold in your country.

Click here for a list of items that are prohibited for export.

No. Air Senegal cannot export prescription medications, controlled substances or human growth hormones of any kind, for any reason.

Air Senegal cannot export assays, peptides, biological media and animal, veterinary or human vaccines. If you receive a package containing these items, the origin country regulations require Air Senegal to dispose of the items in a local disposal facility. Air Senegal cannot ship these items to any address, including back to the sender.

Air Senegal can export most over-the-counter medications, provided they arrive in their original packaging and are approved for distribution within the origin country. To comply with the origin country guidelines, our compliance team must review all medications and verify that they can be distributed. This compliance review will usually take less than 24 hours. However, it may take up to 72 hours for your package to be available to ship

No, Air Senegal cannot ship agricultural/fishery items for you even if they meet the origin country export requirements.

No. Air Senegal cannot export any item that contains controlled substances. Please do not ship controlled substances to your Air Senegal suite.

A controlled substance is any drug that is illegal or restricted for sale.

No. Air Senegal cannot export human growth hormones (HGH) of any kind. Please do not ship human growth hormones to your Air Senegal suite. Common examples of human growth hormones include Norditropin, Nutropin, Omnitrope, Saizen and Genotropin. Supplements and vitamins legally purchased for bodybuilding purposes, including Creatine, are not considered human growth hormones.

No. Air Senegal cannot export any motorized vehicle that requires a license to operate. Common examples include cars, trucks, e-scooters, e-bikes, hoverboards and motorcycles. Visit skycargo.com for information on customised motorised vehicle shipping solutions.

No. Air Senegal will not export any product that appears to be related to police, government or military activity. Common items include, but are not limited to:

1. Badges

2. Uniform and accessories

3. Protective clothing containing / including body armour

4. Handcuffs

5. Surveillance equipment

Please refer to our Prohibited & restricted items guide for more information. If you are unsure whether a product is considered a police or military item, please contact us for assistance.

Air Senegal charges a fee to ship items that may require handling as dangerous or hazardous materials for international transport. Common dangerous goods include perfume, nail polish, glue, paint and batteries.

Some products require special boxes for international transit, with an additional fee per box. Box fees will be included in your shipping costs.

No. Air Senegal cannot export prescription medications. Please do not ship prescription medications to your Air Senegal suite.

No. Air Senegal will not export any product that appears to be a weapon, weapon part or accessory to a weapon. This includes, but is not limited to, items restricted by the International Traffic in Arms Regulations (ITAR). Common gun and weapon accessories include, but are not limited to:

1. Scopes or sights

2. Ammunition clips or magazines

3. Pistol grips

4. Rifle butt stocks

5. Items equipped with night-vision

6. Bayonets

7. Items equipped with lasers

Please refer to our Prohibited & restricted items guide for more information. If you are unsure whether a product is considered a weapon or accessory, please contact us for assistance.

Air Senegal will not ship any food product containing the following ingredients:

1. Wet food or meat products

2. Red/White wine vinegar

3. Pork products

All Halal products require a Halal certificate from seller/supplier. The original certificate must be attested by Islamic Halal council even if the products are for personal use by individuals in small quantities.

Air Senegal cannot export counterfeit, bootleg or knockoff items. If you receive an item that does not appear to be authentic, we will notify you by email and refer the item to our trade compliance team to verify its authenticity.

If the item is counterfeit, and the merchant provided a return label, we can help you return the item. If the merchant did not provide a return label, or if the merchant will not accept a return, we must discard the item. Air Senegal cannot ship counterfeit items to anyone other than the original seller.

Prohibited items: If an item is prohibited in the destination or for export from the origin, we cannot ship it to you. If you are not sure if an item is prohibited, please contact us before ordering. If we receive an item that we cannot ship to you, Air Senegal may be unable to ship it to any address, including back to the sender.

Restricted items: Some restricted items can be shipped but only after the Air Senegal compliance team reviews the item to ensure it complies with laws in the origin and destination. The compliance review usually takes less than 24 hours, but it may take one to three business days before your package is available to ship. If you have questions about shipping a restricted item, please contact us before shipping the item to your Air Senegal suite.

Please review our prohibited & restricted items guide before you shop.

UK Fish and Wildlife Service Regulations

The UK Fish and Wildlife Service (DEFRA) has determined that certain animal products cannot be exported, including endangered or threatened species, migratory birds and marine mammals. Air Senegal does not allow products to be exported when they are made from animals protected under the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES). Examples of animals protected under CITES include alligators, crocodiles, elephants, sturgeon caviar, python and teju lizard. More information on CITES and the wildlife it protects can be found here.

Exporting DEFRA restricted items from the UK to your country

Air Senegal reviews animal products to determine if we are able to ship them in accordance with DEFRA regulations. Additional fees may apply if the item is approved for export from the UK. These items may contain sea shells (aquatic shells), animal teeth, animal horns, animal fur (e.g., fox, raccoon, coyote, mink, deer and rabbit), animal skins and leathers (e.g., ostrich, buffalo, bison), bird feathers, mother of pearl, untreated wood, plants, or any product that contains or is made of wildlife or plant material.

Common products where DEFRA items may be found:

1. Boots and winter coats made of fur or with fur trim hoods

2. Handbags, jackets, wallets, shoes, and suitcases made of animal leather

3. Hats or clothing that have feathers

4. Musical instruments, watches and jewellery that contain mother of pearl

Some of these items can be exported with no additional paperwork, while others require a declaration for import and export that must be filed with the DEFRA. We always recommend that you contact us before purchasing an item that may be subject to additional licensing requirements.

Importing DEFRA items into the UK

Air Senegal strongly recommends that you do not purchase products from other countries if they contain animal fur or other wildlife material. Products ordered from other countries require a completed import declaration, and any fees to complete the form will be charged to your Air Senegal account. An import declaration is required even if Air Senegal does not ship the product on your behalf.

In some cases, your shipment may be seized by customs if a proper import declaration is not provided by the shipper. If Air Senegal is not able to export a product that originated outside the UK for you due to DEFRA regulations, it would not be returnable.

Be careful when ordering cosmetics from outside the UK

Many contain caviar or snail extracts that are restricted for trade. When purchasing from sites such as eBay or Amazon, pay close attention to the "Ships from" information. These sites provide listing services for third-party sellers and often the merchandise ships from outside the UK. Air Senegal will not be able to return these products to the seller.

Importing items containing animal products into your country

Air Senegal encourages you to confirm the UAE's requirements for animal products. These regulations change frequently, and you are responsible for providing any import documents or permits to your customs office or the carrier when items arrive in your country.

U.S. Fish and Wildlife Service Regulations

The U.S. Fish and Wildlife Service (USFWS) has determined that certain animal products cannot be exported, including endangered or threatened species, migratory birds and marine mammals.

Air Senegal does not allow products to be exported when they are made from animals protected under the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES). Examples of animals protected under CITES include alligators, crocodiles, elephants, sturgeon caviar, python and teju lizard. More information on CITES and the wildlife it protects can be found here

Exporting USFWS restricted items from the U.S.A. to your country

Air Senegal reviews animal products to determine if we are able to ship them in accordance with USFWS regulations. Additional fees may apply if the item is approved for export from the U.S. These items may contain sea shells (aquatic shells), animal teeth, animal horns, animal fur (e.g., fox, raccoon, coyote, mink, deer and rabbit), animal skins and leathers (e.g., ostrich, buffalo, bison), bird feathers, mother of pearl, untreated wood, plants, or any product that contains or is made of wildlife or plant material.

Common products where USFWS items may be found:

1. Boots and winter coats made of fur or with fur trim hoods

2. Handbags, jackets, wallets, shoes, and suitcases made of animal leather

3. Hats or clothing that have feathers

4.Musical instruments, watches and jewellery that contain mother of pearl

Some of these items can be exported with no additional paperwork, while others require a declaration for import and export that must be filed with USFWS. We always recommend that you contact us before purchasing an item that may be subject to additional licensing requirements."

Importing USFWS items into the U.S.A.

Air Senegal strongly recommends that you do not purchase products from other countries if they contain animal fur or other wildlife material. Products ordered from other countries require a completed import declaration, and any fees to complete the form will be charged to your Air Senegal account. An import declaration is required even if Air Senegal does not ship the product on your behalf.

In some cases, your shipment may be seized by customs if a proper import declaration is not provided by the shipper. If Air Senegal is not able to export a product that originated outside the US for you, due to USFWS regulations, it would not be returnable.

Be careful when ordering cosmetics from outside the U.S.A.

Many contain caviar or snail extracts that are restricted for trade. When purchasing from sites such as eBay or Amazon, pay close attention to the "Ships from" information. These sites provide listing services for third party sellers and often merchandise ships from outside the U.S.A. Air Senegal will not be able to return these products to the seller.

Importing items containing animal products into your country

Air Senegal encourages you to confirm your country's requirements for animal products. These regulations change frequently, and you are responsible for providing any import documents or permits to your customs office or the carrier when items arrive in your country.

Dangerous goods/hazardous materials are items that require special handling, additional packaging and labelling to be transported internationally.

These items may or may not be allowed to ship to your country.

Items considered to be dangerous goods include flammable items or items under pressure (e.g., hairspray, spray paint, lighters, nail polish and perfume).

Please view our prohibited & restricted items guide for more information, or contact us for specific information regarding your country and the items you wish to ship.

The total net quantity of all perfumes and aerosols cannot exceed 2kg or 2L per package, and the net quantity of each single item must not exceed 0.5kg or 0.5L. Release valves on aerosols must be protected by a cap or other suitable means to prevent the inadvertent release of the contents.

We are allowed to export perfume in limited quantities with a special handling fee.

The total net quantity of all perfumes and aerosols cannot exceed 2kg or 2L per package, and the net quantity of each single item must not exceed 0.5kg or 0.5L. Release valves on aerosols must be protected by a cap or other suitable means to prevent the inadvertent release of the contents.

Yes. Air Senegal opens every package when it arrives at our facility. Our trained login agents carefully review your purchases to make sure that they were not damaged during shipping and are legal to export from the origin country.

If the merchant included an invoice, we will compare the contents of the package to the purchases shown on the invoice to make sure you received the correct number of items. If the invoice shows the price you paid, we will also enter these values for you.

If you receive an item that is not in the manufacturer's original packaging, or is not from a trusted merchant, we will open the product packaging to inspect the item. This allows Air Senegal to reduce fraud, and saves you shipping costs by verifying that the correct product is in the package and is legal to export from the origin country.

No. Neither Air Senegal nor our couriers provide any form of temperature-controlled storage or transportation. Please do not ship items requiring refrigeration to your Air Senegal suite.

Common items that require refrigeration include frozen foods, perishable foodstuffs, temperature-sensitive medications, dry ice and chocolate.

No. Air Senegal does not provide temperature-controlled or humidity-controlled facilities.

You can keep your packages in your suite for 30 days free of charge. Packages stored past the free storage period will incur storage fees per package per day.

Storage fees continue to accrue until your package is shipped, discarded or returned to the sender. You will see storage charges itemised on your invoice when the package is shipped or discarded.

To ensure quality and compliance with international export regulations, we must open and review all wrapped items. When possible, we make every effort to return wrapped items to their original condition.

Merchants often ship parts of the same order from different warehouses, or at different times. This means you may receive two or more packages, even though you only placed one order.

Our receiving team works diligently to make sure packages are entered into your account within 24 hours of arrival at our facility. You will receive an email each time we log a package into your account.

Yes. We will accept shipments to your Air Senegal address from any merchant or individual seller.

Spam filters sometimes include email you do want to receive. To ensure that you receive all your account communications, we recommend that you add Air Senegal to your safe senders list.

Air Senegal sends email alerts to you when we receive a package at your Air Senegal address, when your shipments leave our facility, and other important notifications.

You can check these international size charts before you order clothes or shoes:

1. Women's clothing conversion

2. Men's clothing conversion

3. Shoe size conversion

Many international stores pack their merchandise inefficiently, resulting in substantially higher shipping costs for international customers. Use our free consolidation service to save on shipping charges. We’ll repack your items and ship your purchases in just one box. To save the most at these stores, follow these tips:

1. Always use your Air Senegal suite address as the "Ship to" address. Many merchants offer free shipping to US and UK addresses

2. Check to see if coupons or discount codes are available

3. Be sure to read the ratings and reviews of sellers

4. Be prepared to spend more than a few minutes on these sites looking for the best products and deals

5. There are typically multiple ways to get to a product: by category, price, features, etc.

6. Consider rebates; sometimes manufacturers offer rebates after the product is purchased

7. Shop around! Check different websites for the same product.