Manage Myus

How to cancel MyUS and get your refund: a complete new zealand guide

What MyUS is and why you might cancel

MyUS is a parcel forwarding and shopping assistance service that provides you with a United States address to receive purchases and forward them to New Zealand. The service helps you access products from US retailers that don't typically ship internationally, and it handles the consolidation and repackaging of your parcels before they reach your door.

You might consider cancelling if you no longer need international shopping assistance, prefer alternative forwarding services, or find the ongoing costs don't justify your usage. Whatever your reason, understanding your options and rights matters, and Stopee is here to guide you through the process with clarity and confidence.

Core services MyUS offers

MyUS operates three main service pillars: receiving parcels at their US warehouse, repackaging and consolidating multiple items into single shipments, and providing a shopping service that can place orders directly from US retailers on your behalf. They also manage refunds if items are cancelled or become unavailable before shipment.

Each service carries different cancellation and refund terms, so understanding which service you're cancelling is your first step toward a smooth exit.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 (CGA) protects you when you purchase goods and services in New Zealand, and MyUS's US origin does not exempt them from these protections if you're a New Zealand resident contracting with them.

What the CGA guarantees you

You have the right to receive services with due care and skill, within a reasonable timeframe, and at a reasonable price. If MyUS fails to deliver these guarantees-for example, if they lose your parcel or fail to process your refund within their stated timeframe-you have grounds to request remedies including cancellation and refund.

Additionally, the CGA gives you a 12-month window from purchase to raise disputes, and if MyUS refuses your reasonable cancellation or refund request, you can escalate to the Commerce Commission or seek dispute resolution through the Disputes Tribunal (if the claim is under NZ$15,000).

When to invoke your statutory rights

If MyUS declines your cancellation request or withholds a refund without clear justification, document your request and their response, then contact the Commerce Commission (comcom.govt.nz) or your local Citizens Advice Bureau. This formal pressure often resolves disputes faster than direct negotiation alone.

Your cancellation options explained

MyUS offers two distinct cancellation paths: cancelling your membership (which stops future charges and access), or cancelling individual shipments (which stops a specific parcel before it ships).

Cancelling your membership

This option terminates your account and all associated benefits. You can cancel at any time, and MyUS will stop charging you at the end of your current billing period. Annual plans may qualify for a prorated refund of unused months, while monthly memberships and setup fees are non-refundable under their standard terms.

Cancelling a single shipment

If you want to stop a specific parcel without closing your entire account, you can cancel that shipment through your account dashboard. This only works before MyUS begins processing your shipment; once the item enters the warehouse workflow, cancellation becomes difficult and you'll need to contact support directly.

How to cancel MyUS: step-by-step methods

Cancelling your MyUS membership requires written notice submitted through their official channels; the web form or email are your fastest routes.

Cancel via the MyUS website

1. Log in to your MyUS account using your email and password.
   • If you've forgotten your password, use the "Forgot Password" link on the login page to reset it via email.
2. Navigate to your account settings or membership section.
   • This is usually under "Account" or "My Account" in the top menu or sidebar.
3. Look for "Cancel Membership" or a similar option within account settings.
   • If you cannot locate this button, proceed to the contact method below.
4. Click the cancellation option and follow the on-screen prompts.
   • MyUS may ask why you're cancelling; answer honestly as this helps them improve.
5. Confirm your cancellation request and take a screenshot of the confirmation page.
   • Pro tip: Save this confirmation with the date and time-it's your proof of cancellation if disputes arise later.
6. Expect a confirmation email from MyUS within 24 to 48 hours.
   • If you don't receive confirmation within 48 hours, escalate via email (see contact details below).

Cancel via email (if the website option isn't available)

1. Compose an email to MyUS customer support with "Membership Cancellation Request" as the subject line.
   • Use a professional tone and include all required information in the first paragraph.
2. Include your full name, email address, account number, and the date you wish cancellation to take effect.
   • Warning: If you don't provide your account number, MyUS may delay processing while they search for your account.
3. Clearly state: "I request cancellation of my MyUS membership effective immediately" (or your preferred date).
   • Avoid vague language like "I might want to cancel"-be definitive.
4. Ask MyUS to confirm: the cancellation date, any prorated refund amount, and the refund timeline.
   • This creates a written record of what you've requested and what they've promised.
5. Send the email from the same address registered to your MyUS account.
   • This helps MyUS verify your identity and prevents delays.
6. Wait for a response within 3 to 5 business days.
   • If you hear nothing, follow up with a second email referencing your first message and the date you sent it.

Cancel a single shipment

1. Log in to your MyUS account and find the "View Queue" or "Shipments" section.
   • This is usually on your dashboard or under "My Parcels."
2. Locate the shipment you wish to cancel and review its current status.
   • If the status shows "Processing" or "Shipped," cancellation via the website is no longer possible.
3. If the shipment is still in "Received" or "Pending" status, click "Cancel Shipment" next to that parcel.
   • Confirm the cancellation in the pop-up window that appears.
4. Check your email for a cancellation confirmation from MyUS.
   • Pro tip: Reply to this email confirming you received the notice-this creates a two-way record.
5. If the shipment has already entered processing, contact MyUS support immediately and explain your situation.
   • They may be able to halt processing, but refunds become unlikely once handling has begun.

What happens after you cancel

Cancelling MyUS changes your access and billing immediately, though some processes continue for a short time afterward.

Your account and access

Once your cancellation takes effect, your membership benefits stop renewing and you lose access to member-only features. However, MyUS typically allows you to view your account history and any shipments that remain in transit or awaiting pickup for a limited period (usually 30 to 90 days, depending on their policy).

If you have parcels still in their warehouse or in transit, MyUS will continue to process and ship them according to normal handling. You won't be able to add new items or request consolidation after cancellation, so plan accordingly if you have pending purchases.

Billing and automatic charges

Your membership will stop renewing at the end of your current billing cycle, and MyUS will not charge you for future periods. However, any fees already billed-such as monthly memberships, setup charges, or shipping fees for parcels already processed-remain non-refundable under their terms.

If you cancel mid-month and paid for a full month, MyUS may offer a prorated credit for the unused days, but this is not guaranteed. Always ask explicitly for this in your cancellation email.

Understanding your refund eligibility

Your refund depends on the plan type, timing, and whether items have already been processed by MyUS.

Annual membership refunds

If you hold an annual membership and cancel before the year ends, you may qualify for a prorated refund of the unused portion. MyUS calculates this by dividing your annual fee by 12, then multiplying by the number of remaining months. Refunds are credited to your original payment method within approximately 10 business days.

Example: If you paid NZ$120 for an annual plan and cancel after 6 months, you're entitled to approximately NZ$60 (minus any non-refundable setup fees). However, some promotions exclude refunds, so check your original receipt or email confirmation for any restrictions.

Monthly membership refunds

Monthly memberships and setup charges are generally non-refundable once paid, even if you cancel within a few days. MyUS's position is that you've received access to the service for the billing period, so a refund doesn't apply. This is their stated policy, though the Consumer Guarantees Act may override this if you can demonstrate you received no benefit.

MyUS shopping refunds

If you used MyUS's shopping service (where they purchase items on your behalf) and then cancel an order-because the item is out of stock, subject to export restrictions, or your request is processed before purchase-MyUS refunds the item cost plus shipping. These refunds typically appear within 14 days.

For items you return to MyUS due to damage or because they arrived incorrectly, MyUS credits your account once the original retailer confirms their refund, though you normally bear the cost of return postage.

What's not refundable

Storage fees, handling charges, and duties already paid are generally non-refundable once incurred. If a parcel is lost in transit and insured, MyUS may file a claim with the carrier, but reimbursement goes to MyUS, not directly to you.

MyUS plans and pricing at a glance

Pricing and refund terms vary by plan, so review this table against your own account to confirm your eligibility.

Common cancellation traps and how to avoid them

Cancelling a service often reveals hidden terms and unexpected barriers, and MyUS is no exception.

The "processing limbo" trap

MyUS processes shipments quickly once you add items to your queue. If you cancel a single shipment after it's entered the warehouse system, MyUS may refuse to cancel and instead ask you to pay for storage while you decide. Avoid this by cancelling shipments within 24 hours of adding them, before any warehouse staff touch your parcel.

The non-refundable setup fee

Your initial setup fee is non-refundable, even if you cancel within days. If you signed up and immediately regretted it, you've still paid this charge. Always check MyUS's full fee schedule before signing up, or contact their sales team first to confirm no hidden charges exist.

Missing the annual renewal date

Annual memberships auto-renew on the same date each year. If you forget to cancel before renewal, MyUS charges you again. Pro tip: Set a calendar reminder 7 days before your renewal date so you can cancel proactively and secure any refund. Stopee recommends this for any subscription service.

Forgetting to retrieve pending parcels

If you have shipments in MyUS's warehouse at cancellation time, you have a limited window (usually 30 to 90 days) to arrange pickup or have them shipped. After this window closes, MyUS may dispose of your items or charge storage fees. Request immediate shipment of all pending parcels in your cancellation email.

Unclear refund promises in promotional emails

If you signed up during a promotion, check your original sign-up email for any "no refund" clauses or restricted terms. Promotional offers often exclude cancellation refunds. Stopee advises screenshotting all promotional terms before purchasing so you have proof of what you were promised.

Checklist: cancelling MyUS successfully

Use this checklist to ensure you've covered every step and won't face unexpected issues after cancellation.

• Collect your MyUS account number, email, and full name before contacting support.
• Check your current plan type (annual, monthly, or pay-as-you-go) and review its specific refund policy.
• Review any pending or in-transit shipments and decide: cancel them or arrange immediate shipping.
• Identify your preferred cancellation method (website form, email, or phone contact).
• Compose your cancellation email (if using email) and explicitly state the effective date.
• Request written confirmation of: cancellation date, refund amount (if any), and refund timeline.
• Submit your cancellation request and take screenshots of the confirmation.
• Wait 3 to 5 business days and monitor your email for MyUS's response.
• If no response arrives, send a follow-up email referencing your original request.
• Once you receive confirmation, monitor your bank or card statement to verify no further charges appear.
• If you expect a refund, check your account 10 to 14 days after cancellation and confirm receipt.
• If MyUS refuses to cancel or withholds a refund without justification, gather all emails and contact the Commerce Commission.

Comparing MyUS to similar services

If you're cancelling because MyUS no longer meets your needs, you may want to compare alternative forwarding services available to New Zealand customers.

Stopee's final word: you're in control

Cancelling MyUS is straightforward if you follow the steps above and provide complete information. Stopee has helped thousands of New Zealand consumers cancel subscriptions by breaking down the process into clear, manageable actions-and your MyUS cancellation is no different.

Remember: you have consumer rights under the Consumer Guarantees Act, and if MyUS disputes your refund claim, the Commerce Commission exists to back you up. Document every step, ask for written confirmation, and don't accept vague promises.

If you're uncertain whether your refund request is reasonable, Stopee and the Citizens Advice Bureau (0800 222 029) are both available to discuss your situation. Most importantly, you're not locked into MyUS permanently-you can cancel anytime, and you deserve clarity on what you'll receive when you do.

Contact MyUS: how to reach them

Before or after you cancel, you may need to contact MyUS directly for questions about your account, pending shipments, or refunds.

Email support

Email is the most reliable way to reach MyUS and creates a written record of your request. Send your message to their customer support address (which you'll find in your welcome email or on their website) with a clear subject line such as "Membership Cancellation Request" or "Question About My Account."

Expect a response within 3 to 5 business days. If you don't hear back within 5 days, resend your email and reference the original message with the date and time you sent it.

Website contact form

MyUS's website usually includes a "Contact Us" page with a form you can fill out. Use this form for non-urgent inquiries, though email often results in faster responses because your message is routed directly to a support queue.

Live chat (if available)

Some versions of the MyUS website offer live chat during business hours (typically 9 AM to 5 PM US Eastern Time). This is useful for quick questions, though complex cancellation requests are better handled via email so you have written proof.

Mailing address

If you need to send a formal cancellation notice by post, or if you believe MyUS is not responding to email, you can mail your request to their corporate office. Your original welcome email or the MyUS website should list their physical address. Include your full name, account number, email address, and a clear statement: "I request cancellation of my MyUS membership effective immediately" (or your chosen date). Send it via registered post so you have proof of delivery.

Stopee recognises that every cancellation is unique, and your situation may require additional support. Whether you're cancelling because you've found a better service, no longer need international shopping, or simply want to reduce your subscriptions, the steps above will guide you toward a successful and documented cancellation. Take action today, and reclaim control of your subscriptions with confidence.