Frequently Asked Questions
Everything you need to know about shipping with OmniTrax.
General
Is there a fee to sign up with OmniTrax?
No. Registration is completely free. Once you create your account, you will receive your personal U.S. shipping address and can start shopping immediately.
How do I sign up?
Visit our website and complete the registration form. Once approved, you will receive your U.S. shipping address and unique customer number.
How does OmniTrax work?
Sign up free, receive your U.S. address, shop online using your OmniTrax address at checkout, we receive your packages, ship them to Jamaica, and notify you when they are ready for pickup or delivery.
Can I start shopping immediately after signing up?
Yes. Once you receive your account information and U.S. address, you can begin shopping right away. Always include your name and unique customer number on every shipment.
Can OmniTrax receive packages from individual sellers?
Yes — from online retailers, marketplaces, businesses, and individual sellers, provided the shipment complies with all applicable laws.
How do I contact OmniTrax?
Email info@omnitraxshipping.com or use the contact form on our website. We are happy to help with shipments, tracking, customs, delivery, or account support.
Shipping
How often do you ship to Jamaica?
We ship three times per week using both air and ocean freight. Transit times vary with airline schedules, customs processing, and weather.
How will I know when my package arrives?
You will receive a notification when your package is processed and ready for collection or delivery, along with your charges and any applicable fees.
Do you provide refrigerated or temperature-controlled shipping?
No. Please do not ship perishable, frozen, or temperature-sensitive goods.
Can I ship a television or large electronic item?
Yes, but these travel at the customer's risk. Ship in original packaging; a signed waiver may be required for large or fragile items.
Collection
Where can I collect my packages?
Packages can be collected from the OmniTrax office during business hours once processed and released.
Delivery
Do you offer delivery services?
Yes — delivery within Kingston and Portmore for an additional fee, and islandwide delivery through Knutsford Express, DHL, or Tara Courier Services (courier fees apply).
Payments
What payment methods do you accept?
Debit cards, credit cards, bank transfers, direct deposits, and cash on delivery. Payment must be completed before packages are released.
Account
What happens if I forget to include my account number?
Packages received without the correct customer number may be delayed while ownership is verified, and an additional verification fee may apply.
Prohibited
What items are prohibited?
Firearms, ammunition, illegal drugs, explosives, flammable materials, hazardous chemicals, currency, counterfeit goods, and any item prohibited by law.
What happens if I ship a restricted item?
Restricted items may be refused, returned, surrendered to authorities, or confiscated by Customs. Associated costs are the customer's responsibility.
Customs
Will I have to pay Customs charges?
Possibly. Jamaica Customs may assess duties, taxes, and other charges depending on the value and nature of your shipment. These are separate from OmniTrax fees.
What is a purchase invoice and why do I need one?
An invoice or receipt confirms the value of your item. Customs may require proof of value before clearing certain shipments — keep copies of all receipts.
Claims
What happens if my package arrives damaged?
Inspect packages immediately. Any loss or damage must be reported within 72 hours of receipt; claims after this period may not be eligible.
Insurance
Do you provide insurance?
Limited liability coverage applies under our Terms & Conditions. For high-value items, contact us before shipping to discuss additional insurance.
Storage
Will I be charged storage fees?
You receive 30 days of storage from the date your package is processed. After 30 days, storage fees apply per our published rates.
Packages
Why did one order arrive in multiple packages?
Retailers often ship items from different warehouses or at different times, so a single order may arrive as multiple shipments processed separately.
Why can't I see my package in my account?
Packages are usually entered within 24–48 hours of arriving at our U.S. warehouse. If not visible after that, contact us with your name, tracking number, and proof of delivery.
Notifications
How can I make sure I receive all notifications?
Add OmniTrax emails to your safe sender list and regularly check your inbox and spam folder.
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Still have questions?
Our team is always happy to help with shipments, tracking, customs, delivery, or account support.