Wind-down Procedures

  1. Why is BufferBox winding down?

    At Google, we’re constantly looking for new ways to help people buy their favourite products online faster and easier, and as always, it’s important to evaluate the areas where we focus our efforts. That’s why we’ve made the very difficult decision to begin winding down the standalone BufferBox service, instead bringing the learnings, technology and expertise of the team to future Google Shopping products.

  2. When is the last day I can pick up my package?

    The final day to pick up a package at a BufferBox kiosk will be April 21, 2014.

  3. When is the last day I can ship a package to a BufferBox address?

    We strongly recommend ceasing use of BufferBox delivery addresses after February 28, 2014. BufferBox will no longer be accepting packages at our warehouse as of March 31, 2014.

  4. Will all BufferBox locations be closing?

    Yes, all BufferBox kiosks in the United States and Canada will be removed after April 21, 2014.

  5. What happens to my package if it is delivered to my BufferBox address after March 31st?

    The parcel will not be accepted at our warehouse and it will be returned to the sender.

  6. I have ordered a package to a BufferBox address, however the store has yet to ship my package because it’s on back-order. What do I do?

    If you expect delivery to occur past March 30th, we advise that you contact the seller/shipper and update your shipping address to a new one.

  7. The BufferBox kiosk will be removed before I have a chance to pick-up my package. Where can I retrieve it from?

    If you are unable to pickup your package on or before April 21, 2014, it will be returned to the sender.

  8. What if I accidently ship to a BufferBox address once BufferBox has closed?

    The parcel will not be accepted at our warehouse and it will be returned to the sender.

  9. Does this mean I can no longer ship to BufferBox through Well.ca?

    Yes. All BufferBox partners will also cease to provide the service.

  10. Will BufferBox ever re-open?

    There are no formal plans to relaunch the BufferBox service.

  11. Is there an alternative delivery service I can use now that BufferBox is no longer available?

    Google Shopping Express is a same-day delivery service available to San Francisco / Bay Area residents.

  12. If I have a question that hasn’t been answered in FAQ, whom should I contact?

    Please direct all questions to support@bufferbox.com.

Using BufferBox

  1. Why is the BufferBox Shipping Address different than the final destination?

    All parcels bound for a BufferBox Kiosk go to a central warehouse. The central warehouses' address is the BufferBox shipping address that you use. We’ll take care of the logistics to ensure your parcel is delivered to the BufferBox Kiosk you choose. This central address may be in a different city than the destination address (but close enough for us to send a truck between the warehouse and the destination kiosk).

  2. What time will my parcel be delivered?

    Until your parcel arrives at our warehouse, we have no control over where your parcel is or when it will be delivered. You will need to contact your shipper for that information or check your tracking number on the appropriate shipping carriers website. Once we have received the parcel at our warehouse, our logistics team delivers your parcel to the BufferBox Kiosk you chose. In Canada we make our best attempt to deliver all parcels the same day we receive them if they are received at our warehouse before 3pm. Deliveries to the BufferBox Kiosks typically occur between 5 PM and 1 AM. In the USA we make our best attempt to deliver all parcels received before 2 pm the same evening.

    It's possible there may be a delay in delivering your parcel caused by traffic, accidents, or unexpected capacity spikes (if a BufferBox is full). We do our best to avoid all of these instances, but sometimes it does happen.

    We’ll send you an email once your parcel has been delivered to your chosen BufferBox Kiosk with your Unlock Code to release your parcel.

  3. When will I be notified that my parcel is ready for pick-up?

    Once your parcel is loaded into the BufferBox Kiosk you’ll get an email with your Unlock Code. You can retrieve your parcel at your convenience within 3 business days.

  4. Why haven’t I received my Unlock Code?

    The follow are reasons you may not have received your Unlock Code:

    • Your parcel has not yet been delivered to a BufferBox Kiosk yet
    • The email containing your Unlock Code may have bounced or ended up in spam

    Your Unlock Code can always be retrieved through your BufferBox Dashboard. To check if the email bounced or ended up in spam, check for the parcel’s status in your Dashboard. If it has been delivered to the BufferBox Kiosk, the Unlock Code will be displayed.

    If the parcel hasn't been delivered to the BufferBox Kiosk yet (which you can check from Dashboard), this means it is enroute. We make every effort to get your parcel delivered as soon as possible, but weather, traffic and full BufferBox Kiosks can contribute to delays.

    Once your parcel arrives at our warehouses, the tracking information provided by your shipper will indicate that the parcel has been delivered even though there are a few more steps that happen before your parcel gets dropped off at a BufferBox Kiosk, which you can read about here.
  5. How much time do I have to pick-up my parcel?

    You have 3 business days (72 hours) to pick-up your parcel. We’ll send you a daily reminder email if you haven’t already picked up your parcel.

    What if I’m unable to pick up my parcel within 72 hours?

    Not to worry! There’s no need to notify us if you know you won’t be able to pick your parcel within the 3 business day limit, as our standard process will take care of this simply and easily. After 3 business days we may remove your parcel from the BufferBox Kiosk and securely store it our warehouse, if this happens you will receive an email indicating so. You can then request redelivery by emailing us at support@bufferbox.com within 21 days of the first delivery notification.

    If a redelivery has not been requested after 21 days, the parcel will be returned to the sender.
  6. How do I know what has been delivered?

    BufferBox doesn’t keep track of the contents of your parcel, so we can’t provide any information about what’s been delivered to you. We do record the tracking number of the shipment (for example the UPS, FedEx etc. tracking number). You can view this tracking number by logging into BufferBox.com. We recommend keeping track of your shipments and using the tracking information provided by your shipper to identify what’s been delivered.

Shipping exceptions

  1. What can I ship to a BufferBox? What is Prohibited?

    Dimensions & Weight Limit

    The maximum parcel size is 25" x 22" x 17" (roughly as big as a 26" TV). The parcel weight limit is a maximum of 30 kg (~65 lbs).

    If your parcel exceeds the maximum size or weight, you will be emailed with the choice of picking it up from our central warehouse during operating hours or having it returned to the sender. If you’re not sure whether a parcel will be within the limits, we recommend asking the sender before placing your order.

    Prohibited Items

    Parcels can’t contain any items outlined below:

    Prohibited items may be rejected and returned to the sender immediately. If you are unsure as to whether any item would or would not be prohibited, you must contact us at support@bufferbox.com before shipping your online purchase to a BufferBox Shipping Address. We may charge you for any costs incurred through handling such parcels.

    Dangerous products

    BufferBox doesn't allow the shipment of products which may endanger human or animal life, or which may taint or otherwise damage other goods being transported.

    Hazardous materials

    BufferBox doesn't allow the shipment of hazardous materials including but not limited to toxic, radioactive and flammable materials and as defined by applicable law.

    Recalled products

    BufferBox doesn't allow the shipment of items which are subject to a recall by the manufacturer or any governmental agency, such as the US Consumer Product Safety Commission (CPSC).

    Sale of free items

    BufferBox doesn't allow the shipment of items that are otherwise available for free. We also don't allow the shipment of government forms that are available for free or for a lower price from official bodies or the government.

    Spam techniques

    BufferBox doesn't allow the shipment of products used to enable bulk marketing, including sending unsolicited mail or email messages, or otherwise enabling spam techniques.

    Temperature controlled foods

    BufferBox doesn't allows perishable items which require refrigeration, freezing or heating during transport.

    Time sensitivity

    BufferBox doesn't allow the shipment of items whose primary value is subject to a specific time interval or expiration date including concert or sports tickets and airplane or train tickets. We allow the shipment of items which display an expiration date in order to comply with local health and safety regulations. For example, alimentary products are allowed according to this policy.

    User safety

    BufferBox doesn't allow the shipment of products associated with deceptive business models and misleading claims including multi-level marketing programs, matrix, pyramid, Ponzi schemes and wealth creation programs.

    Abortion

    BufferBox doesn't allow the shipment of abortion-related content that uses violent language or gruesome imagery.

    Alcohol

    At this time BufferBox doesn't allow the shipment of alcohol, including hard alcohol or liquor, beer, wine, champagne, alcohol branded products, beer or wine of the month clubs, and alcohol or beer making kits. BufferBox does allow the shipment of alcohol accessories.

    Adult sexual services

    BufferBox doesn't allow the shipment of content related to pornography, nudity, graphic sexual language or escort services. BufferBox does allow adult content related to sexual enhancers, aids or devices and erotic lingerie. This content must be promoted without pornographic content or nudity in order to be acceptable.

    Verification requirements

    At this time BufferBox doesn't allow the shipment of items restricted to specific ages or requiring proof of ID upon purchase. Any product that requires proof of age to purchase is not currently allowed on BufferBox.

    Casinos and gambling

    BufferBox doesn't allow the shipment of gambling-related products, including:

    • Gambling-related promotional products such as gambling-related vouchers, bonus codes, etc.
    • Gambling-related lotteries tickets such as non-national or state lotteries, or national or state lottery affiliates or aggregators
    • Physical lottery scratch cards
    • However BufferBox allows the shipment of physical gambling-related equipment, including:
      • Gambling-related accessories, e.g. poker chips
      • Gambling-related physical items, e.g. poker books/DVD's/Video games for consoles

    Endangered species

    BufferBox doesn't allow the shipment of products obtained from endangered or threatened species including elephant ivory, shark, tiger, whale or dolphin products and staghorn or elkhorn coral.

    Fake documents

    BufferBox doesn't allow the shipment of fake documents including fake ids, government documents, diplomas and doctor notes.

    Fireworks

    BufferBox doesn't allow the shipment of fireworks and pyrotechnic devices.

    Financial or other regulated products, securities and stored value

    BufferBox doesn't allow the shipment of financial or investment products including cash disbursements, money orders, traveler's checks, stocks, bonds, or related financial products and stored value cards. BufferBox does allow the shipment of a merchant's own gift cards.

    Health care and medicines

    Bufferbox doesn't allow the shipment of certain pharmaceuticals and supplements, irrespective of any claims of legality. For a non-exhaustive list of prohibited pharmaceuticals and supplements, please see unapproved pharmaceuticals and supplements in the AdWords Help Center. Examples of prohibited content include dietary or herbal supplements containing active pharmaceutical ingredients, products that make false or misleading health claims and Prescription drugs.

    BufferBox doesn't allow shipment of behind-the-counter (BTC) products. Behind-the-counter medications do not require a prescription but require discussion with a pharmacist prior to purchase. Examples of BTC products may include medicines containing pseudoephedrine and emergency contraceptives, and may differ by region. Examples of acceptable content include over-the-counter (OTC) products, vitamins and dietary supplements.

    Human remains and body parts

    BufferBox doesn't allow the shipment of body parts or human remains in any form including organs, bones and any bodily fluids. Hair used for wigs is acceptable.

    Illegal drugs

    BufferBox doesn't allow the shipment of illegal drugs, legal or synthetic highs, herbal drugs, chemicals and compounds with psychoactive effects, drug paraphernalia, or aids to pass drug tests. Our policy on drugs covers products that are illegal, as well as some products that may be legal in some countries.

    Illegal hacking

    BufferBox doesn't allow the shipment of content promoting hacking by providing instructions or equipment to illegally access or tamper with software, servers, cell phones, or websites.

    Illegal products

    BufferBox doesn't allow the shipment of illegal products or products enabling illegal acts. All products being shipped must clearly comply with all applicable laws and regulations. Whenever there's a question of whether compliance is clear, BufferBox may choose to err on the side of conservative interpretation and have additional restrictions. We aren't interested in shipping products of questionable legality.

    Live animals and plants

    BufferBox doesn't allow the shipment of live animals and plants.

    Loose groceries

    At this time BufferBox doesn't allow the shipment of loose groceries including but not limited to loose produce or otherwise unpackaged foodstuffs and household supplies.

    Precious materials

    BufferBox doesn't allow the shipment in bulk of rare, scarce or valuable metals or stones.

    Size restrictions

    BufferBox doesn't allow the shipment of packages exceeding our determined size requirements. Packages must not exceed 65 lbs (including all packaging) in weight and 25 x 22 x 17 inches in any of height, width, or depth.

    Sensitive transport restrictions

    BufferBox doesn't allow the shipment of products which may be sensitive to our transport conditions, which require a licence or permission to transport, or with which special precautions must be taken in relation to loading or unloading.

    Stolen property and lock picking devices

    BufferBox doesn't allow the shipment of stolen property and lock picking devices. This also includes products where the serial number has been removed or altered.

    Trade sanctions

    BufferBox doesn't allow the shipment of content that would violate applicable government trade sanctions.

    Traffic devices

    BufferBox doesn't allow the shipment of products that are designed to interfere with the enforcement of traffic laws. While radar detectors are allowed in most countries, radar jammers and other law evading products aren't allowed.

    Tobacco products

    BufferBox doesn't allow the shipment of most tobacco or tobacco-related products including cigarettes, cigars, tobacco pipes, rolling papers, electronic cigarettes, and e-cigarette cartridges.

    Underage or non-consensual sex acts

    BufferBox doesn't allow the shipment of child sexual abuse imagery, underage-themed pornography, non-consensual sex acts, or illegal sex acts. Please note that we don't allow this content even if it complies with government regulations.

    Weapons

    BufferBox doesn't allow the shipment of weapons or devices designed to cause serious harm or injury. Examples of weapons include guns, gun parts or hardware, ammunition, bombs, knives, throwing stars, and brass knuckles.

    Wholesale currency

    BufferBox doesn't allow the shipment of discount currencies, currency exchange or currency trading.

    Copyright

    BufferBox doesn't allow the shipment of copyrighted material unless the merchant has consent from the copyright holder, or as it's otherwise permitted by law. To learn more about how we handle copyright issues within Google or to submit a copyright-related complaint, please view the Digital Millennium Copyright Act and our copyright policy and procedures. Examples of prohibited content include unauthorized or "bootleg" copies of media, software, or other licensed or protected material. Mod chips or other devices designed to circumvent copyright protection are also prohibited.

    Counterfeit

    BufferBox doesn't allow the shipment of counterfeit goods. Counterfeit goods contain a trademark or logo that is identical to or substantially indistinguishable from the trademark of another and mimic the brand features of the product in an attempt to pass themselves off as a genuine product of the brand owner. Examples of prohibited content include replica, imitation, knock-off or other non-genuine product copying brand features in an attempt to pass itself off as a genuine product.

    Academic aids

    BufferBox doesn't allow the shipment of academic aids that provide an unfair academic advantage. This includes getting actual test questions in advance, turning in a paper someone else has written as your own original work, or test taking services (where someone will take an exam for you).

    Anti and Violence

    BufferBox doesn't allow the shipment of "anti" or violent concepts, such as the following:

    • Content advocating against an organization, person, or group of people
    • Content advocating against a protected group. A protected group is distinguished by one of the following: race or ethnic origin, color, national origin, religion, disability, sex, age, veteran status, sexual orientation, or gender identity
    • Attempts to revise history against the interests of a protected group
    • The promotion of self-harm and violence against people or animals
    • Content associated with criminals or a criminal act, including crime scene photos
    • BufferBox doesn't allow the shipment of products enabling self-harm or violence against people or animals and content associated with criminals or a criminal act.

      Sensitive issues

      BufferBox doesn't allow the shipment of content attempting to capitalize on sensitive issues. Sensitive issues are usually identified in response to exceptional global events that can't be predicted, like natural disasters or political uprisings, and therefore aren't outlined on this page.

  2. What happens if my parcel is too large or heavy?

    If your parcel exceeds the maximum size or weight, you will be emailed with the choice of picking it up from our warehouse during operating hours or having it returned to the sender. If you’re not sure whether a parcel will be within the limits, we recommend asking the sender before placing your order.

  3. What if my parcel has taxes or duties or fees on it? (otherwise known as Collect on Delivery)

    In the USA, BufferBox does not currently accept parcels with CODs.

    In Canada BufferBox will cover any fees your parcel has, +9% processing fee and invoice you. Once the invoice is settled, we'll provide you the Unlock Code to retrieve your parcel.

    We strongly recommend you email support@bufferbox.com if you are sending a parcel that may result in a COD of over $200 dollars. We may reject the parcel if prior notice has not been provided.