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Frequently asked questions
Everything customers ask us most often, in one place. Still stuck?
We’re a message away.
Getting started
3 questions
Nothing. Creating your account and getting your free US shipping address costs
you zero — you only pay when you ship.
Create your free account at rocketshipja.com/register.
You’ll get your own personal US shipping addresses in minutes, ready to
use at any online store.
Some retailers recognise zip code 33126 as the city of Doral rather than
Miami. If a checkout page rejects the address, try entering the city as
Doral, FL 33126 instead. The same applies for Medley.
Always include your unique Rocket number in the address line — this is how
we match your package to your account. See our
Amazon address guide for
entering it correctly at checkout.
Don’t worry — we can still process it, as long as the rest of the
address is correct and the name on the package matches your Rocketship account.
Expect a processing delay of 1–2 business days while we manually match the
package to your account. To speed things up, open a ticket on our
Support Portal
under “Missing/Wrong Mailbox Number” and include any tracking numbers
or merchant details.
Rocketship’s former warehouse address (6858 NW 75 Street, Bay 2-5, Medley,
FL 33166) has been phased out.
Note: effective June 30, 2026, Rocketship no longer
collects packages from the old warehouse address. Any package received there
after that date will not be collected or assumed under the Company’s
responsibility. Please update your shipping address with all merchants now.
Reliable’s former warehouse (2201 SW 59th Terr, West Park, FL 33023) is no
longer serviced at all — any package sent there is automatically returned
to sender.
Shipping times
4 questions
We ship 5 times per week to keep your packages moving to Jamaica regularly:
Monday deliveries to our warehouse → ships Tuesday
Tuesday deliveries → ships Wednesday
Wednesday deliveries → ships Thursday
Thursday deliveries → ships Friday
Friday deliveries → ships Monday
Once a package is logged to your dashboard, it typically takes 1 business day to
arrive on the island (barring delays). Jamaica Customs then reviews it for
transport to your branch, usually the same day or the next.
Our peak season runs from the week of the US Thanksgiving holiday through the
second week of January. Package volumes are much higher during this period, so we
can’t guarantee our usual shipping and processing times. Check your email
and our social media pages for the latest updates on shipment status.
Carrier delivery notifications do not always mean a package has been physically
received, identified and processed by the Rocketship team. Once a package is
physically received and matched to your account, it is scanned and processed
through our normal workflow. Processing and shipment timing may vary based on the
time of receipt, package volume, operational requirements and other factors.
What you can do
Wait a little longer — some carriers mark packages
“delivered” before they physically arrive. Allow up to 5
business days.
If nothing appears on your dashboard after 5 business days, contact your
merchant or carrier directly and request proof of delivery.
If you have alternative tracking numbers or proof of delivery, open a
ticket on our
Support Portal
with the details so we can investigate.
USPS & third-party carriers
Shipments sent via USPS or other third-party carriers are not always delivered
directly to our warehouse. In these cases our team retrieves the package from the
local USPS facility, and the carrier may mark it “Delivered” or
“Left with an individual” once it reaches the postal facility —
before our team physically receives and scans it into our system.
Note: Rocketship is not responsible for missed refund
or return windows with your merchant.
Email delivery@rocketshipja.com
with your name, mailbox number and expected delivery date. Our delivery team will
review and respond as soon as possible.
Customs & duties
5 questions
Every package entering Jamaica goes through a Customs duty assessment based on
the value of the item(s), freight charges, processing fees and insurance (if
applicable). Since Customs needs to verify this value, you must upload a valid
invoice as soon as your packages are received in Miami.
To avoid delays
Upload a valid invoice immediately after your package arrives, or upon
receipt of the “Received in Miami” status.
If no invoice is uploaded within 5 days, Customs may assess duty based on
the estimated market value instead.
If Jamaica Customs uses an estimated market value, the charge can only be
adjusted at Customs’ discretion, and you may need to appear in
person.
Your invoice may be rejected, which causes delays, if it:
was manually edited by you or a third party, or wasn’t generated by
the merchant
is a screenshot instead of a PDF
is cropped or missing key details (order number, item costs, merchant
name/logo)
has a total that doesn’t match the sum of the individual item
prices
describes contents that don’t match the package
needs a bank transfer confirmation but only a screenshot was provided
totals less than Customs’ assessed value
Always upload a clear, complete, accurate invoice in PDF format.
Packages valued over the USD 100 threshold may be subject to Customs duty based
on total package value, in addition to other Customs Administration Fees.
Jamaica Customs determines how packages are assessed and valued in accordance
with its applicable procedures and requirements. Where multiple packages are
involved, the treatment of those packages may depend on the circumstances of the
shipment. Rocketship cannot guarantee how Jamaica Customs will assess, group or
value individual packages.
The Jamaica Customs Agency’s policy is that every item entering the country
has a value. Without an invoice, the option is for Jamaica Customs to open and
value the package themselves.
Home delivery
2 questions
You’ll receive a notification when your package(s) are ready, prompting you
to schedule a convenient delivery. You can also log in to your account at any
time to check the status of each order.
Log in to your dashboard and click Schedule Delivery. You’ll then be
prompted to select the available delivery and payment option(s) for your order,
and to follow the on-screen instructions to complete your request. Available
options may vary based on your order and delivery location.
Note: deliveries cannot be scheduled via the
Rocketship app.
Pickup & branches
6 questions
Rocketship
Village Plaza — Mon–Sat 9AM–6PM, Sun 10AM–4PM
| Shop 9U, 24 Constant Spring Road (2nd floor, same plaza as Wendy’s
& Ritual’s Coffee)
Liguanea — Mon–Sat 9AM–6PM | Shop 13-14, Orchid
Village, 18-20 Barbican Road (across from Burger King)
Waterloo — Mon–Sat 10AM–6PM | Shop B1, 34 Upper
Waterloo Road (across from Rubis, next to Megamart)
Barbican — Mon–Sat 10AM–6PM | 28B, 30 East Kings
House Road (across from Loshusan Plaza)
Market Place — Mon–Sat 9AM–6PM | same building as
Tracks & Records, back entrance
Montego Bay — Mon–Sat 10AM–6PM | off Fairfield
Road, beside Birdshack, next to VistaPrint
All branch locations and operations are closed for all Jamaican national
holidays.
Log in to your account and go to Packages. If the status says
“Ready”, you can collect it at your selected branch. You’ll
also receive an email notification.
Log in to your dashboard → select Preferences → under Profile
Information, open the Pickup Branch drop-down → select your preferred
branch.
Note: change your branch before you order a new
package. Any packages already at our Miami warehouse will still go to your old
branch.
Yes. Log in to your account, select the Preferences tab, and add their
name under Authorized Pickup. The person you authorise must bring valid ID
when collecting.
You’re required to collect your packages within 30 days of arrival at your
pickup location. After that, storage fees apply and the package may eventually be
disposed of.
Storage fees
Days 1–30: no charge
Beyond 30 days: JMD $500 per week
Beyond 60 days: package may be subject to liquidation or other disposal
in accordance with the Company’s policies
We send automated email reminders on day 7, 14, 21 and 30 if your package remains
uncollected. Refunds are not issued for abandoned or unclaimed packages.
Fees & payments
5 questions
Pricing is based on the weight and dimensions of your package. The applicable
Rocketship shipping charges will be shown based on the information available for
your shipment. Customs duties, taxes, government fees and other applicable
charges may be assessed separately where applicable. Use our
shipping calculator to estimate your
base shipping cost in advance, or see the
rates page.
We accept cash and all major debit and credit cards.
Pre-Pay (schedule for pick up) is our convenient way of letting you pay for your
package(s) through our website in advance. This is especially useful if your
package is being collected by someone else.
You’ll be notified by email with an invoice, or you can log in to your
account at any time to view your balance.
We strive for accuracy, but occasional input errors happen. When this occurs,
there’s no need to worry — once your package arrives at your local
branch, our team will re-weigh it to confirm the correct weight, amend the
recorded weight in our system, and re-issue your invoice with updated charges if
applicable.
Refunds
3 questions
While our goal is to deliver every item safely and promptly, a refund may be
considered when:
your package cannot be located after a full investigation of 5 business
days
your package is confirmed lost in transit
your package was damaged due to Rocketship’s handling
items are confirmed missing from your shipment
other exceptional circumstances resulting from an operational error, at
management’s discretion
Every refund request is investigated before a decision is made, and eligibility
is confirmed based on the findings. If your package is not eligible, we’ll
explain the reason in your support ticket.
Once your case is confirmed eligible for a refund, we’ll need:
the original invoice uploaded to your dashboard
your banking information: bank name, account name, account number,
account type and branch
If banking information is not available, we also offer an alternative payment
option via Rocketship points.
Note: refund processing will not begin until all
required documentation has been received.
Step 1 — Submit a ticket: open a request through our
Support Portal
or on your dashboard with your case details.
Step 2 — Investigation: our team reviews your case and
confirms eligibility.
Step 3 — Documentation: we’ll request your invoice and
banking details.
Step 4 — Approval & processing: once approved and all
documents are verified, your refund is submitted for payment.
Approved refunds are processed in Jamaican dollars (JMD) within 9–11
business days of approval and receipt of complete documentation. We’ll keep
you informed at each stage — approval, decline, or if anything further is
needed.
Note: Rocketship does not facilitate repurchase of
lost or damaged items; refunds are processed to your bank account (or as points,
where applicable) rather than as replacement goods.
Rewards
5 questions
Rocketship Rewards is our loyalty points program — you earn points for
every package you ship, every dollar spent, and every friend you refer. Points
can be redeemed for discounts on future shipments. Packages picked up within 48
hours of receiving the “Ready” status earn double rewards.
You earn points by shipping a package, and by referring a friend —
you’ll earn points every time the person you referred ships, too.
Points expire 12 months after they’re issued. For example, if you ship a
package in January 2025 and earn 500 points, those points expire in January 2026
if unused; if you ship again in March 2025, those points expire separately in
March 2026. Points are non-transferable and can only be used by the account
holder or an authorised person on the account.
Log in to your account to view your current Rocketship Rewards & Referral
balance at any time.
Coupons can be added on our website only (not in the app). Select Apply
Coupon, enter your coupon code and submit — it will reflect in your
account as points.
RocketSea
5 questions
ROCKETSEA is our sea freight service for large, heavy or bulk items —
furniture, appliances, or anything too big for air freight — from Florida
to Jamaica. It includes:
photo confirmation when your item reaches our Miami warehouse
flat-rate pricing, so you know exactly what you’ll pay
full tracking using your existing Rocketship mailbox
concierge customs clearance, so you don’t have to visit the port
yourself
Ship to our US warehouse: 2928B N State Road 7, ROC [your mailbox
number], Lauderdale Lakes, FL 33313. Always include your ROC prefix and
mailbox number.
Request a quote by submitting your item’s dimensions in feet
(length × width × height) via our
quote request form.
Pricing is by cubic foot.
Upload your documents: your TRN (Taxpayer Registration Number) and
invoice(s) for your items.
We handle the rest — shipments are packed weekly and sail on
weekends. Items are ready for pickup in Kingston at our Waterloo branch
about 2 weeks after departure.
Waterloo, Kingston branch — Monday to Saturday, 10:00 AM to 5:00 PM.
Always use the correct address with the ROC prefix and your
existing Rocketship mailbox number (e.g. ROC 12345) to avoid delays.
All fees must be paid in full before collection.
Make sure you have all necessary permits — Rocketship is not
responsible for customs detentions.