Help Centre

At OCA Express, we understand how important every shipment is to our customers. While every effort is made to ensure packages are transported safely and securely, there may be rare occasions where a package is confirmed lost or damaged while under OCA’s responsibility.

This policy explains how claims are reviewed and how compensation is determined.

What types of claims are covered?

Customers may submit a claim for:

• Confirmed lost packages.
• Confirmed damaged packages.
• Missing contents, where supported by the investigation.

Every claim is subject to review and investigation.

Eligibility Requirements

To be considered for compensation, the following requirements must generally be met:

• The package was under OCA’s responsibility when the incident occurred.
• An acceptable purchase invoice was uploaded through the customer portal before the shipment was cleared into Jamaica.
• The problem is reported within the timeframes below, subject to review of exceptional late reports and applicable rights.
• The customer provides any additional information requested during the investigation.
• OCA’s investigation confirms responsibility for the loss or damage.

Failure to meet these requirements may result in the claim being declined.

When must I report a package problem?

Please report problems immediately wherever possible. OCA’s reporting timeframes are:

• Visible damage or tampering: report it at collection or delivery, before leaving or completing the handover where possible.
• Damage or missing contents discovered after opening: report within 7 calendar days of collection or delivery.
• A package suspected missing or incorrectly delivered: report within 7 calendar days of becoming aware of the problem. Do not wait for the package to be formally confirmed lost before reporting it.

Your first report counts. The ticket submission date, or the date your first report is logged by OCA staff, establishes the reporting date. Keep your ticket or reference number. You do not have to complete the investigation within seven days; provide additional evidence when requested.

Invoice timing is separate. The reporting window does not extend the requirement to upload an acceptable purchase invoice before Customs clearance in Jamaica.

Exceptional late reports: management will review the circumstances and available evidence case by case rather than automatically rejecting every late report. Review does not guarantee compensation.

These operational reporting timeframes do not limit any rights available under applicable law.

Why is the invoice required before clearance?

Uploading the invoice before Customs clearance establishes the purchase value of the shipment before any issue occurs.

This helps ensure claims are handled fairly and prevents disputes regarding the value of an item after it has been reported lost or damaged.

Invoices submitted only after a shipment has been reported lost or damaged may not be accepted for claim valuation.

How are claims investigated?

Every claim is individually reviewed.

The investigation may include:

• Reviewing warehouse receiving records.
• Reviewing package processing history.
• Reviewing shipment movement history.
• Reviewing photographs taken during warehouse processing.
• Reviewing package weights.
• Reviewing Customs records where applicable.
• Contacting the warehouse team for additional verification.

OCA may contact the customer if additional information is required during the investigation.

Compensation

If OCA determines that it is responsible for the approved claim, compensation will generally be provided through one of the following methods:

• Account Credit
• Repurchase of the affected item (where practical)

OCA does not normally provide cash refunds for approved claims.

The method of compensation will be determined by OCA based on the circumstances of the claim.

Compensation Limit

The maximum liability for any approved claim is:

US$100 or the Jamaican-dollar equivalent (J$16,200 at an exchange rate of J$162 to US$1), whichever is lower than the verified purchase value of the item.

For example:

• Verified invoice value of J$8,500 → Maximum compensation: J$8,500
• Verified invoice value of J$40,000 → Maximum compensation: J$16,200

What is not covered?

Compensation may not be provided for:

• Packages without an invoice uploaded before Customs clearance.
• Incorrect or incomplete shipping information provided by the customer.
• Manufacturer defects.
• Damage caused by inadequate packaging from the merchant.
• Delays caused by airlines, Jamaica Customs, weather or other events outside OCA’s control.
• Claims involving prohibited or restricted items where shipment was not permitted.
• Claims that cannot be verified through OCA’s investigation.

Weight Discrepancies

If a customer believes an incorrect shipping weight was charged, OCA will review the shipment records.

Where an error is confirmed, the customer will receive an account credit for the applicable difference.

Investigation Time

Investigation times vary depending on the circumstances of each claim.

Customers will be kept informed if additional information is required.

OCA aims to complete investigations as quickly as reasonably possible; however, some investigations may require additional time where third-party information or Customs verification is needed.

Frequently Asked Questions

Can I upload my invoice after my package is lost?

Invoices should be uploaded before Customs clearance. Documents submitted after a package has been reported lost or damaged may not be accepted for claim purposes.

Will I receive cash?

No. Approved claims are generally settled through account credit or repurchase of the affected item.

Does submitting a claim guarantee compensation?

No. Every claim is investigated individually. Compensation is only considered where OCA confirms responsibility and all eligibility requirements have been met.

Why is there a compensation limit?

The compensation limit allows OCA to provide a fair and consistent claims process while maintaining sustainable shipping services for all customers.

Why does OCA request my invoice?

Once your package is received at the OCA Miami warehouse, the arrival email provides a link that allows you to upload your purchase invoice.

The invoice helps OCA:

• Confirm the description and value of the item.
• Respond to requests from Jamaica Customs.
• Reduce delays when additional documentation is required.
• Establish the value of the shipment before a loss or damage claim occurs.
• Review compensation requests fairly and consistently.

When should I upload the invoice?

You should upload the invoice after the package is received at the Miami warehouse and before the shipment is cleared in Jamaica.

Customers are strongly encouraged to upload the invoice as soon as they receive the package-arrival notification.

You may return to the upload link later, but you should not wait until the package has already been reported lost, damaged or cleared.

Why must the invoice be uploaded before clearance?

The invoice placed on file before clearance establishes the item’s declared purchase value before any claim is made.

This helps prevent uncertainty or changes to the value after a package has already been reported lost or damaged.

The invoice submitted before clearance will normally be used when OCA reviews the value of an eligible claim.

What happens if I do not upload an invoice?

A package without an invoice uploaded before clearance may not be eligible for compensation for loss or damage because OCA may be unable to verify the declared value of the item before the incident.

OCA may also be unable to complete Customs clearance promptly if Jamaica Customs requests documentation and no invoice is available.

Management may review exceptional circumstances, but approval is not guaranteed.

What type of document should I upload?

The document should clearly show:

• Merchant or seller name
• Item description
• Quantity
• Purchase value
• Order date
• Order or invoice number
• Customer or purchaser information, where available

A merchant invoice, order confirmation or purchase receipt may be accepted, provided it clearly shows the required transaction details.

What if Jamaica Customs asks for more information?

OCA will contact you if Jamaica Customs requests an invoice, proof of payment, product information or any other supporting documentation.

You should provide the requested information as soon as possible. OCA will then submit it to Customs for review.

Customs controls the final clearance decision and may request further verification.

You may occasionally be asked to upload or resubmit your purchase invoice, even if you previously uploaded one.

This does not necessarily mean there is a problem with your shipment.

In many cases, OCA or Jamaica Customs simply requires a clearer or more complete copy of the document before the shipment can continue through the clearance process.

Why would another invoice be required?

OCA may request another copy if:

• The uploaded document cannot be opened.
• The image is blurry or incomplete.
• The invoice does not clearly show the purchase value.
• The item description is missing.
• Jamaica Customs requests a clearer copy.
• Additional pages are required.
• The uploaded invoice cannot be matched to your shipment.
• Supporting documentation is required.

What should my invoice include?

Your invoice should clearly show:

• Merchant or seller name
• Item description
• Quantity purchased
• Purchase price
• Order or invoice number
• Order date
• Customer or purchaser information (where available)

If Jamaica Customs requires additional documentation, OCA will contact you with the specific information needed.

Will uploading my invoice delay my shipment?

Uploading your invoice promptly helps prevent unnecessary delays.

If Jamaica Customs requests documentation, OCA cannot continue the clearance process until the required information has been submitted.

Why does OCA ask customers to upload invoices?

Your invoice helps OCA:

• Verify the declared value of your shipment.
• Respond quickly to requests from Jamaica Customs.
• Reduce unnecessary Customs delays.
• Maintain accurate shipment records.
• Process claims fairly if a shipment is confirmed lost or damaged.

Does uploading my invoice affect claims?

Yes.

If a shipment is confirmed lost or damaged while under OCA’s responsibility, an acceptable invoice must be uploaded before the shipment is cleared into Jamaica for the package to be considered for compensation.

For complete information regarding eligibility, compensation limits, and claim procedures, please refer to the OCA Claims & Compensation Policy.

Received at Origin means that your package has been received and scanned at the OCA Express warehouse in Miami.

Once the package is scanned, it is added to your OCA account and you will normally receive an email containing information such as:

• Your OCA package number
• The merchant tracking number
• The date and time the package was received
• The package weight
• The current shipment status
• A link to upload your purchase invoice

What happens next?

After the arrival scan, the package enters the warehouse processing workflow. During this stage, the warehouse team may:

1. Verify the customer and mailbox information.
2. Confirm the tracking number.
3. Record the package weight and other shipment details.
4. Match the package with any pre-alert or invoice submitted.
5. Prepare the package for the appropriate air or sea shipment.

The status may not change immediately after the first scan. This does not necessarily mean there is a problem with the package.

What should I do after receiving this update?

You should:

• Review the package information to ensure it belongs to you.
• Confirm that the tracking number is correct.
• Upload your purchase invoice through the link provided.
• Continue monitoring the package through your OCA account.

Uploading your invoice early helps OCA respond to Jamaica Customs if additional information is required. It is also important for eligibility under OCA’s lost or damaged package compensation process.

My merchant says the package was delivered, but I do not see it in my account

All packages are arrival-scanned when they are physically received by the OCA warehouse.

If the package is not showing in your account, first confirm:

• The complete tracking number
• The delivery date
• The name and OCA mailbox number used on the package
• Whether the merchant provided an alternative or final-mile tracking number

A merchant may sometimes provide an order number or an initial tracking number that is different from the number used for final delivery.

If the package still cannot be located, submit a support request under Not Received at Warehouse and provide the delivery confirmation and all available tracking numbers.

Why is my delivered package not showing?

OCA arrival-scans packages when they are physically received at the Miami warehouse.

If your package is not showing in your OCA account, it may mean:

• The warehouse has not yet physically received the package.
• The merchant supplied a different tracking number from the one used for delivery.
• The package was delivered using an alternative or final-mile tracking number.
• The package was addressed without your correct name or OCA mailbox number.
• The courier marked the package as delivered before completing the actual delivery.
• The package was delivered to an incorrect address.

Check your tracking information

Before submitting a support request, review the merchant’s order page and the courier’s delivery information.

Look for:

• The original tracking number
• Any updated or replacement tracking number
• A final-mile tracking number
• The delivery date and time
• The delivery address
• A delivery photograph or proof of delivery

The number displayed on the merchant’s website may not always be the same number shown on the package when it reaches the warehouse.

Confirm the delivery address

Your package should include your name and assigned OCA mailbox number and should be sent to the current OCA overseas shipping address shown in your account.

An incomplete name, missing mailbox number or incorrect warehouse address can delay the package-matching process.

What information should I send OCA?

When submitting a ticket, provide:

• Your full name
• Your OCA mailbox number
• Merchant name
• Order number
• All available tracking numbers
• Delivery date
• Proof of delivery or delivery screenshot
• Description of the item
• Purchase invoice, where available

OCA may ask the warehouse team to perform a track-and-trace investigation using the information provided.

Important

A delivery status shown by the merchant or courier does not by itself confirm that the OCA warehouse physically received the package.

OCA will review the available warehouse records and delivery information before confirming whether the package was received.

What does “Processing” mean?

The Processing status means that your package has arrived in Jamaica and is currently undergoing OCA’s verification and processing procedures before it can be released for collection.

Once your shipment arrives in Jamaica, it is scanned by our local team upon arrival. From there, your package enters the verification process, which may take place either:

• During Customs clearance at the airport, or
• At OCA’s local sorting and processing facility.

During this stage, your package is being reviewed to ensure it can continue safely through the final stages of the clearance and distribution process.

What happens during the Processing stage?

Depending on the shipment, OCA may carry out one or more of the following activities:

• Arrival scanning the package into our local system.
• Verifying the shipment against the airline manifest.
• Confirming the package details and tracking information.
• Matching the package to the correct customer account.
• Reviewing any documentation required for Customs clearance.
• Assisting with Customs verification where necessary.
• Sorting the package for transfer to the appropriate OCA branch.
• Preparing the shipment to be marked Ready for Pickup.

Not every package follows the same process, and some shipments may require additional verification before they can proceed.

Why hasn’t my tracking changed?

Your tracking status will only update when your package reaches the next operational milestone.

While your tracking shows Processing, our team may still be actively working on your shipment.

Several factors can affect how long this stage takes, including:

• Customs inspections or examinations.
• Additional documentation requested by Jamaica Customs.
• High shipment volumes.
• Airline arrival schedules.
• Public holidays.
• Operational processing times at our sorting facility.

A package remaining in Processing does not automatically mean that there is a problem with your shipment.

Does Processing mean my package has cleared Customs?

Not necessarily.

A package showing Processing has arrived in Jamaica and has been received by OCA’s local team.

However, depending on the shipment, it may still be:

• Undergoing Customs verification.
• Awaiting Customs release.
• Being sorted at our local facility.
• Waiting to be transferred to your selected branch.

Once all required checks have been completed, your package status will change to Ready for Pickup.

When should I contact OCA?

If your package has remained in the Processing stage significantly longer than expected and there have been no updates, you may contact our Customer Support team.

When contacting us, please provide:

• Your OCA Package Number.
• Merchant Tracking Number.
• Merchant Name.
• Any additional information that may assist our investigation.

Our team will review the status of your shipment and provide an update where possible.

How can I help avoid delays?

You can help us process your shipment more efficiently by:

• Uploading your purchase invoice promptly when requested.
• Responding quickly if OCA contacts you for additional documentation.
• Ensuring your contact information is current.
• Monitoring your customer portal for status updates.

Frequently Asked Questions

My package says “Processing.” Has it arrived in Jamaica?

Yes. A Processing status means your package has arrived in Jamaica and has been received by OCA’s local operations team.

Does Processing mean Customs has finished?

Not always.

Depending on the shipment, Customs verification may still be in progress, or the package may be undergoing sorting and verification at OCA’s local facility.

When will my package become Ready for Pickup?

Once all verification, Customs processing (where applicable), and local sorting have been completed, your package will be transferred to the appropriate branch and its status will change to Ready for Pickup.

My package has been Processing for several days. Should I be concerned?

Not necessarily.

Some shipments require additional verification or Customs processing, which may take longer than others. If the Processing status remains unchanged for an unusually long period, please contact Customer Support for assistance.

Why has my tracking status not changed?

A package may remain at the same status while work continues behind the scenes.

Tracking updates are added when the package reaches a new recorded stage. There may therefore be periods where the status appears unchanged while the shipment is:

• Waiting to be processed at the warehouse
• Being prepared for the next shipment
• In transit to the airport or Jamaica
• Awaiting airline handling
• Awaiting Customs clearance
• Under Customs examination
• Waiting for additional documents
• Being prepared for branch collection

A status that has not changed does not automatically mean that the package is lost.

How often does OCA ship by air?

OCA currently operates three air-freight shipment cycles each week.

These are normal operating schedules and are not guaranteed delivery dates.

Airline delays, short shipments, peak-season volumes, weather, Customs examinations and other operational issues may affect the expected timeline.

What should I do?

Continue monitoring the tracking information in your OCA account.

A support ticket is generally appropriate when:

• The normal shipment window has passed without an update.
• OCA requested information and you already submitted it.
• The package appears under the wrong account.
• The tracking information is incorrect.
• You received a notification that requires action.
• There has been an unusually long delay without an explanation.

When submitting a ticket, include the OCA package number and merchant tracking number.

Important

OCA should not promise a specific delivery or clearance date unless the shipment has already been confirmed for that stage.

Shipment and clearance schedules are estimates and may change due to circumstances outside OCA’s control.

Most goods imported into Jamaica are subject to duties, taxes, or other Government charges.

These charges are assessed by Jamaica Customs, not by OCA Express.

OCA prepares and submits the required documentation to Customs and facilitates the clearance process on behalf of our customers.

Who determines the duty?

Jamaica Customs determines the amount of duties and taxes payable.

OCA does not:

• Set Customs duty rates.
• Decide how much duty will be charged.
• Waive or reduce Customs charges.
• Approve duty exemptions.

Those decisions are made solely by Jamaica Customs under Jamaican law.

How are duties calculated?

Customs considers several factors when assessing duties and taxes, including:

• The declared value of the goods.
• The purchase invoice.
• The type of product being imported.
• The applicable tariff classification.
• Any applicable concessions or exemptions.
• Other requirements under Jamaican Customs legislation.

Different products may attract different duty rates, even if they have similar purchase values.

Why did OCA ask me for my invoice?

Your invoice is one of the most important documents used during Customs clearance.

It helps Customs verify:

• The value of the shipment.
• The description of the goods.
• The quantity purchased.
• The merchant information.
• The declared transaction.

For this reason, OCA encourages customers to upload their invoice as soon as their package arrives at the Miami warehouse.

Can Customs ask for additional documents?

Yes.

Depending on the shipment, Jamaica Customs may request:

• Purchase invoice.
• Proof of payment.
• Product specifications.
• Product descriptions.
• Import permits.
• Licences.
• Other supporting documentation.

If this happens, OCA will contact you as soon as possible so the requested information can be submitted.

I think my duty is too high.

If you believe your duty assessment is incorrect:

1. Contact OCA Customer Support.
2. Provide your package number and invoice.
3. Explain why you believe the assessment may be incorrect.
4. OCA will review the documentation and, where appropriate, seek clarification from Jamaica Customs.

Please note that OCA cannot change or override a Customs assessment.

Can OCA estimate my duty before my shipment arrives?

OCA may provide a general estimate based on the information available.

However, estimates are not guaranteed, and the final assessment is determined by Jamaica Customs after reviewing the shipment.

Why do similar items sometimes have different duties?

Several factors can affect the final assessment, including:

• Product classification.
• Country of origin.
• Declared value.
• Quantity imported.
• Applicable Customs rules.
• Supporting documentation provided.

For this reason, two similar products may not always receive identical duty assessments.

OCA’s Commitment

OCA works closely with Jamaica Customs to ensure shipments are processed as efficiently as possible.

Our team will:

• Prepare and submit the required Customs documentation.
• Request additional information when needed.
• Keep customers informed of significant Customs requests.
• Assist customers in understanding the clearance process.

While we facilitate the process, all Customs decisions remain under the authority of Jamaica Customs.

Learn More

For the most current information on Customs duties, restricted goods, prohibited goods and import requirements, customers are encouraged to visit the official Jamaica Customs Agency website.

A Customs Hold means Jamaica Customs has temporarily paused the clearance of your shipment while additional checks are completed.

A Customs Hold does not necessarily mean there is a problem with your package.

Customs may place shipments on hold for routine inspections or to request additional information before releasing the shipment.

Why would Customs hold a package?

Common reasons include:

• Additional invoice verification
• Proof of payment required
• Product information needed
• Value verification
• Restricted or controlled items
• Random Customs inspection

What happens next?

If Jamaica Customs requests additional documentation, OCA will contact you as soon as possible.

You may be asked to provide:

• Purchase invoice
• Order confirmation
• Proof of payment
• Product specifications
• Other supporting documentation

Once received, OCA will submit the requested documents to Jamaica Customs.

Can OCA release the package?

No.

Only Jamaica Customs can authorize the release of a shipment once it has been placed on hold.

OCA acts as your customs broker by submitting the requested information and communicating with Customs throughout the process.

How long will it take?

Every Customs review is different.

Some holds are resolved quickly, while others may require additional verification.

Because Customs controls the review process, OCA cannot guarantee a clearance date.

A Customs Examination is a physical inspection performed by Jamaica Customs before a shipment is released.

This examination allows Customs officers to verify the contents of the shipment and ensure they match the declared documentation.

Why are shipments selected?

A shipment may be selected because:

• It was randomly chosen.
• Customs requires value verification.
• Customs wants to inspect the goods.
• Documentation requires confirmation.
• The shipment contains regulated items.

Selection is made entirely by Jamaica Customs.

Will OCA open my package?

No.

Only Jamaica Customs performs official Customs examinations.

OCA representatives may be present during the inspection when required but cannot decide whether a shipment will be examined.

Does an examination mean something is wrong?

No.

Many examinations are routine and are completed without any issues.

What documents might Customs request?

Depending on the shipment, Jamaica Customs may request:

• Purchase invoice
• Commercial invoice
• Proof of payment
• Product specifications
• Product descriptions
• Identification
• Additional supporting documents

Why are these documents required?

Customs uses these documents to:

• Verify the shipment value.
• Confirm the imported goods.
• Calculate applicable duties and taxes.
• Ensure compliance with import regulations.

What should I do?

If OCA contacts you requesting documentation:

• Submit the documents as soon as possible.
• Ensure the documents are accurate and complete.
• Respond promptly to help avoid unnecessary delays.

Understanding Restricted and Prohibited Items

Before purchasing or shipping an item to Jamaica, it is important to understand that not all goods can be imported freely.

Some items are prohibited, meaning they cannot legally be imported into Jamaica, while others are restricted, meaning they may only be imported with the appropriate licence, permit, or approval from the relevant Government authority.

Failure to comply with these requirements may result in delays, seizure, forfeiture, or other enforcement action by Jamaica Customs or the relevant regulatory agency.

What is the difference?

Prohibited Items

Prohibited items are goods that are not permitted to be imported into Jamaica.

Examples include certain obscene materials, counterfeit currency, and other goods prohibited under Jamaican law. The official list is maintained by the Jamaica Customs Agency and may change from time to time.

Restricted Items

Restricted items can generally be imported, but only after obtaining the required permit, licence or approval from the appropriate Government agency.

Examples may include:

• Firearms and ammunition
• Certain chemicals
• Pharmaceuticals and medical products
• Agricultural products
• Meat and animal products
• Plants and seeds
• Live animals
• Certain communications equipment
• Explosives and fireworks
• Certain pesticides and hazardous materials

The exact requirements depend on the type of product and the Government agency responsible for regulating it.

Can OCA import restricted items?

In many cases, yes, provided all required permits and approvals have been obtained before Customs clearance.

However, OCA cannot obtain import permits on behalf of customers unless specifically arranged as part of a separate service.

Customers remain responsible for ensuring they are legally permitted to import the item.

What happens if my shipment contains a restricted item?

If Jamaica Customs identifies a restricted item, your shipment may:

• Be placed on Customs Hold.
• Require additional documentation.
• Require an import permit or licence.
• Require approval from another Government agency.
• Be delayed until all requirements have been satisfied.

OCA will contact you if additional information or documentation is required.

What happens if my shipment contains a prohibited item?

If a shipment contains a prohibited item, Jamaica Customs may:

• Refuse entry into Jamaica.
• Seize the item.
• Confiscate the shipment.
• Require the item to be returned or otherwise disposed of in accordance with Jamaican law.

OCA cannot override or reverse decisions made by Jamaica Customs or any Government regulatory authority.

Before purchasing restricted items

To help avoid delays, OCA recommends that customers:

• Confirm whether the item is permitted before purchasing.
• Determine whether an import permit is required.
• Keep copies of invoices and supporting documents.
• Upload your purchase invoice as soon as your package is received at the OCA Miami warehouse.

Where can I verify if my item is restricted?

The official lists of prohibited and restricted goods are maintained by the Jamaica Customs Agency.

Customers should always refer to the official Jamaica Customs website for the most up-to-date information, as import requirements may change.

Important Notice

The examples provided in this article are for general guidance only and are not a complete list.

The final decision regarding whether an item may be imported into Jamaica rests solely with Jamaica Customs and any other relevant Government regulatory agency.

When your package has completed the shipping and Customs clearance process, it will be transferred to your selected OCA branch for collection.

Once the package has been received and processed at the branch, your tracking status will change to Ready for Pickup.

This means your package is available for collection during normal business hours.

What happens before my package becomes Ready for Pickup?

Before your package is made available for collection, it goes through several stages:

• Received at the OCA Miami warehouse.
• Processed and prepared for shipment.
• Transported to Jamaica.
• Cleared by Jamaica Customs.
• Sorted and transferred to your selected branch.
• Received and processed at the branch.

Only after these steps are completed will the package be marked Ready for Pickup.

How will I know my package is ready?

OCA will notify you once your package has been processed at the branch.

Customers should also monitor their OCA customer portal for the latest tracking updates.

Please wait until you receive the Ready for Pickup notification before visiting the branch.

What do I need to collect my package?

To help us serve you efficiently, please have your:

• OCA package number (recommended)
• Government-issued photo identification
• Payment for any outstanding shipping charges, duties, taxes or storage fees, if applicable

Providing your package number will help our staff locate your shipment more quickly.

Can someone else collect my package?

Yes.

Another person may collect your package on your behalf, provided they satisfy OCA’s collection requirements.

OCA may request authorization and valid identification before releasing the package.

Additional verification may be required depending on the shipment.

How long will OCA hold my package?

Once your package is marked Ready for Pickup, you have seven (7) calendar days to collect it without storage charges.

Beginning on Day 8, storage fees of J$100 per package per day will apply.

Packages that remain uncollected for 30 days may become eligible for liquidation in accordance with OCA’s Storage Fees & Package Liquidation Policy.

Can I collect my package immediately after Customs clearance?

Not always.

After Customs clearance, packages must still be:

• Released by Customs.
• Sorted.
• Assigned to the correct branch.
• Processed into branch inventory.

Customers should wait for the official Ready for Pickup notification before visiting the branch.

What if I cannot collect my package right away?

If you are unable to collect your package within the complimentary storage period, please contact OCA Customer Support as soon as possible.

While our team will review your circumstances, storage fees may still apply in accordance with OCA’s Storage Fees & Package Liquidation Policy.

Frequently Asked Questions

Can I call before visiting the branch?

Yes. If you are unsure whether your package is available, you may contact OCA Customer Support or check your customer portal before travelling to the branch.

My tracking says “Ready for Pickup,” but I haven’t received a notification.

If your customer portal shows Ready for Pickup, your package is generally available for collection.

If you have not received a notification, please verify that your contact information is correct in your account and contact Customer Support if necessary.

What if I don’t collect my package?

Packages left uncollected beyond the complimentary storage period will begin attracting storage charges.

After 30 days, they may become eligible for liquidation.

Can I pay before arriving?

Where online payment options are available, customers are encouraged to pay any outstanding charges before visiting the branch to help reduce waiting time.

Customer Tips

To make your collection faster:

• Keep your package number readily available.
• Check your customer portal before visiting.
• Bring a valid photo ID.
• Collect your package as soon as possible to avoid storage fees.

At OCA Express, we encourage customers to collect their packages as soon as possible after receiving their Ready for Pickup notification.

Packages that remain at our branch for extended periods occupy valuable storage space and prevent us from efficiently serving all customers.

To help manage warehouse capacity, OCA applies the following storage policy.

When do storage fees begin?

Once your package has been cleared and made available for collection, you will receive a Ready for Pickup notification.

Customers are provided seven (7) calendar days to collect their package at no additional storage cost.

Beginning on the eighth (8th) day, a storage fee will be applied.

How much is the storage fee?

Starting on Day 8, a storage fee of:

J$100 per package, per day

will be added until the package is collected or otherwise disposed of in accordance with this policy.

Storage fees continue to accumulate daily.

Example

Storage fees are calculated per package.

Why does OCA charge storage fees?

Storage fees help OCA:

• Maintain sufficient storage space for incoming shipments.
• Reduce warehouse congestion.
• Encourage timely collection of packages.
• Improve service for all customers.

The storage fee is not a penalty; it is intended to offset the cost of storing uncollected packages beyond the complimentary storage period.

What happens if I cannot collect my package within seven days?

If you are unable to collect your package promptly, we recommend contacting OCA Customer Support as soon as possible.

Our team may be able to discuss available options based on your circumstances. However, storage fees may still apply.

What happens after 30 days?

Packages that remain uncollected for 30 days after becoming Ready for Pickup may be considered abandoned.

At that stage, OCA reserves the right to begin the liquidation process to recover outstanding storage charges and other applicable costs.

Liquidation may include the sale or disposal of the uncollected package in accordance with OCA’s policies and applicable laws.

Customers may lose the right to collect or claim the package once the liquidation process has begun.

Will OCA contact me before liquidation?

OCA makes reasonable efforts to notify customers that their package is ready for collection.

Customers are responsible for ensuring that:

• Their contact information is current.
• They monitor their email and customer portal.
• They collect their packages promptly after notification.

Failure to receive or read a notification does not prevent storage fees from being applied or the liquidation process from proceeding where appropriate.

Can storage fees be waived?

Storage fees are generally applied in accordance with this policy.

Any request for a waiver or adjustment will be reviewed on a case-by-case basis and is subject to management approval.

Approval is not guaranteed.

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Frequently Asked Questions

When does the seven-day period begin?

The complimentary storage period begins on the date your package is marked Ready for Pickup, not the date it arrived in Jamaica or was received at the Miami warehouse.

Can someone else collect my package?

Yes, provided they meet OCA’s collection requirements and have any required authorization or identification.

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My package is still at the branch. Can I just pay the storage fee and collect it?

Yes.

Provided the package has not entered the liquidation process, you may collect it after paying any applicable shipping, duty, storage and other outstanding charges.

What if I was overseas or unable to collect my package?

Please contact OCA Customer Support as soon as possible.

While management may review exceptional circumstances, storage fees may still apply.

Does the storage fee stop once I contact OCA?

No.

Storage charges continue to accrue until the package is collected or another arrangement has been approved by OCA.

Customer Tips

To avoid storage fees:

• Enable email notifications.
• Check your OCA customer portal regularly.
• Collect your package as soon as you receive your Ready for Pickup notification.
• Ensure your contact information is always up to date.