They are terrible: see below for my horrid experience: I am writing back because I just spoke to Devin at UPS after spending a ton of time on the phone and online getting passed off to different departments trying to figure out how my package can be recovered. Devin stated that he emailed you TODAY for instructions on next steps and that the package CAN BE RETRIEVED but only at the shippers instruction (that would be YOU at MYUS). This directly conflicts with your last email where you state that regrettably, the shipment CANNOT be recovered. Devin in the ICA shipments department is awaiting your reply so that my package can indeed be recovered. I want to summarize my experience with this shipment in case it is challenging to review in your ticketing system: 7/15 - I receive communication from UPS in Mexico stating that no more than 10 items can be shipped through customs and that I can return to sender or provide an import license. Your website indicates nowhere that there is a limit of 10 items, nor have I run into this issue in the past. I subsequently reach out to MyUS customer support, sending you a copy of the email from UPS in Mexico and summarize it in English for you. I ask if you can reach out to UPS and help coordinate a return to sender so that we can split the package up if you cannot otherwise get UPS to assist with getting the items through customs. You indicate that you will reach out to UPS on my behalf on 7/16. When I hear nothing back by 7/20, I reach back out to MyUS customer support and ask for an update. 7/21 - I receive an email from you stating that UPS has informed you that I need to send copies of the merchant receipts. I send in the merchant receipts to UPS but reply back to you that the initial communication from UPS didn't seem to be looking for merchant receipts - they want an importer license or to return to sender - and I also inform you that UPS is not responding to me. I ask you to contact UPS to see if we can get this resolved. 7/24 - I reach back out to you again and ask for you to help facilitate this delivery in some form or fashion. 7/26 - You finally respond and tell me that you've already communicated that I need to send UPS the merchant invoices which I already stated I did. You also state that if I've done so, customs should clear my package in a few days. I reiterate that UPS is not responding to me. I ask you to reach back out to your contacts at UPS for support. 7/30 - You inform me via email that UPS has tried to deliver multiple times and send me a link to the tracking which you clearly haven't looked at yourself because the package is still sitting in some random town I've never heard of in Mexico and it clearly says they're holding it until further instruction. I send you screenshots of all of this and you tell me that I need to contact UPS directly. 7/30 - I try to contact UPS Mexico agent who has my package directly again and ask that they just return the package to sender. No response. 7/30 - I have given up on MyUS for any help at this point. I call the UPS International customer service line and ask for help returning the package to sender. They inform me that ONLY the shipper, MyUS can request a return to sender. I follow up with an email to MyUS, provide the number I called and let you know that only the sender can request a return to sender and ask that you instruct them to return to sender. 8/3 - I've heard nothing from you but can see the package was sent to Kansas City so I contact you and ask for assistance once again. You reply and say that I should have given them an importer license (see history above, this is the first time that I am hearing this from YOU. I told you in the initial email to support that it seemed this is what they want or I can return to sender which you did not help me facilitate). I ask if you can help me retrieve the package that UPS has categorized as abandoned and you tell me that it cannot be retrieved. 8/3 - I find the inability to retrieve a package I have sent unbelievable since it is back in the United States so I call UPS and eventually am routed to the correct department and guess what! The UPS agent I spoke to, Devin, states that he is awaiting instruction from you on next steps. The package CAN be retrieved but only the sender, MyUS, can request retrieval. I cannot request retrieval as the receiver. Your entire business model is based on helping customers with international shipments but this has been a failure at every turn. I actually do expect some support on this given that MyUS is the only one who could have EVER requested a return to sender and you are the only one who can request the abandonment retrieval. We never should have reached this point but you didn't look at the details or even attempt to make this right when I first contacted you. I've been given bad information by MyUS on this transaction and I have no control in this situation - which as a shipping intermediary you should have known.