Rocketship - FAQs

Getting started 3 questions

How much does it cost to sign up?

Nothing. Creating your account and getting your free US shipping address costs you zero — you only pay when you ship.

How do I sign up?

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.

My online store won’t accept your shipping address — what do I do?

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.

Your US address 3 questions

What is my Rocketship warehouse address?

Ship your packages to:

2149 NW 79th Avenue, Rocket [your mailbox number], Doral, FL 33122

For Amazon orders, a second warehouse is also available:

10250 NW 89th Avenue, STE 18, Rocket [your mailbox number], Medley, FL 33178

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.

I forgot to include my Rocket number on my shipping address — what happens?

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.

What happens if I ship to the old warehouse address?

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

How often do you ship, and how long does it take to arrive in Jamaica?

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.

Is shipping delayed during the holiday season?

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.

My carrier shows my package as “delivered”, but I haven’t gotten a “Received in Miami” update. What’s going on?

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.

I was expecting home or office delivery and haven’t heard anything — what do I do?

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

Why do I need to upload an invoice for Customs clearance?

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.

What makes an invoice invalid?

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.

How are duties calculated by Customs?

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.

I have several packages under US$100 each arriving at the same time — will Customs charge duty on the combined total?

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.

My item was a gift and I don’t have an invoice — what should I do?

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

How will I know if my package is ready for delivery?

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.

How do I schedule a delivery?

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

Where are your branch locations, and what are the opening hours?

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
Portmore — Mon–Sat 9AM–6PM | Parkway Square, 7 Braeton Parkway, upstairs from Fontana & Starbucks
Drax Hall — Mon–Sat 10AM–6PM | Drax Hall Plaza, St. Ann (in plaza with Uncorked)

Reliable

Molynes — Mon–Fri 8:30AM–5PM, Sat 9AM–4PM | 17 Molynes Rd., Kingston 10
Portmore — Mon–Sat 8AM–8PM | Parkway Square, 7 Braeton Parkway, upstairs from Fontana & Starbucks
Old Harbour — Mon–Fri 8:30AM–5PM, Sat 9AM–4PM | 4 Darlington Drive, Wilsome Plaza, Shop 12
Falmouth — Mon–Fri 8:30AM–5PM, Sat 9AM–4PM | Champion Plaza

See every branch on the map →

Are you open on public holidays?

All branch locations and operations are closed for all Jamaican national holidays.

How do I check if my package is ready for pickup?

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.

How do I change my pickup branch?

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.

Can someone else pick up my package on my behalf?

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.

How long do I have to pick up my packages?

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

How is shipping priced?

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.

What payment methods do you accept at drop-off?

We accept cash and all major debit and credit cards.

What is “Pay for Packages”?

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.

How will I know what my package costs?

You’ll be notified by email with an invoice, or you can log in to your account at any time to view your balance.

The weight on my package looks incorrect — what happens?

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

When am I eligible for a refund?

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.

What documents do I need to provide for a refund?

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.

How does the refund process work, and how long does it take?

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

What is Rocketship Rewards?

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.

How do I earn points?

You earn points by shipping a package, and by referring a friend — you’ll earn points every time the person you referred ships, too.

Do my points expire, and can I transfer them to someone else?

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.

How do I check my RRR balance?

Log in to your account to view your current Rocketship Rewards & Referral balance at any time.

How do I use a coupon?

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

What is ROCKETSEA and what’s included?

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

More about ROCKETSEA →

How does ROCKETSEA work?

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.

Where do I collect ROCKETSEA shipments?

Waterloo, Kingston branch — Monday to Saturday, 10:00 AM to 5:00 PM.

What should I know before shipping sea freight?

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.

Who do I contact about ROCKETSEA?

Our sea freight team will assist with your queries: 658-219-1979 or rocketsea@rocketshipja.com.

Frequently asked questions