• Home
• Frequently asked questions
• Returns and re-export

Returns and re-export

Package return, re-export, return of goods to a US store, compensations and contacting support.

Parcel return from the recipient's country

• What to do if I didn't pick up the package at the pickup point or at the post office?

  Rules depend on the tariff.

  Universal and Economy tariffs. The carrier stores the package for 15 days. An unclaimed package is returned to our logistics hub in Europe, from where it can be re-shipped. Return to the USA is not possible; re-shipping is possible only to Russia. Re-export and re-shipping are paid services. If re-shipping is refused, the package is disposed of; the disposal cost equals the re-export cost. The recipient and delivery address can be changed within Russia for an additional fee. Changing data in the declaration is not possible.

  CDEK tariffs (Superfast, Fastbox, Express).

  • Parcel locker — 3 days. Storage extension in the parcel locker is not available.
  • Pickup point — 7 days, with the option of paid extension ($0.5 per day).

  If the package was not collected from the parcel locker in time, it is moved to the nearest pickup point — check the exact address with support. CDEK tariffs do not have re-export: if the package is unclaimed and within 5 days after the end of storage, paid extension has not been agreed upon, it is subject to disposal. Disposal is free.

  USPS, FedEx, DHL tariffs.

  • FedEx and DHL — courier delivery. Usually several delivery attempts are made (most often up to three). An unclaimed package is returned to the USA.
  • USPS — delivery to the post office, storage period 15 days. An unclaimed package is returned to the USA.

  Re-export is paid separately.

  When the package is returned and becomes available for re-shipping, we will write to you in the ticket and indicate the cost of re-export, re-shipping, and possible additional actions. Re-registration deadlines are tight and set by logisticians — it is important not to miss the ticket from us, provide the data in time, and pay for the service.

• What is re-export and how long does it take?

  Re-export is the return of the package to our logistics hub in Europe or to the warehouse in the USA (only for USPS, FedEx, DHL), when the customs of the recipient country did not clear it (prohibited item, exceeding the duty-free import limit, error in the declaration, etc.) or the package was not picked up on time and the storage period at the post office has expired.

  The re-export period is usually 2–6 months, in some cases up to six months, depending on the carrier and the country. The period is determined by the logistics companies; we cannot speed it up.

• What happens to the package after re-export?

  First of all, it is important for the recipient to independently track the delivery stages of USPS, FedEx and DHL packages.

  USPS tariff. If the package is returned to the warehouse (the reason is usually indicated on the postal label), the cost of the original shipment is not refunded. The package is added to the personal account as a new incoming one. Two options for resending are available:

  1. Free. After returning to the warehouse, create a ticket and request a resend using the same postal label without additional payment. The warehouse removes customs notices from the package and hands it over to the courier again. Important: with this option, package tracking is unavailable until it arrives in the destination country, all types of insurance are lost, and there remains a high probability of repeated return to the warehouse.
  2. Paid (recommended). Re-register the package as a regular incoming one and send it using a different tariff (FedEx, DHL). A new delivery cost is paid according to the selected tariff.

  FedEx and DHL tariffs. The original delivery cost is not refunded. You need to independently track the package return and periodically check in the ticket whether it has arrived at the warehouse. Re-export is a paid service; the invoice is issued by logistics specialists 1–2 months after the physical return of the package to the warehouse. After paying the invoice, we add the package to the personal account, and it can be re-registered for shipment. It is impossible to add the package to the personal account before paying for re-export.

  When the package is returned to the warehouse in the USA, you receive a notification in the personal account and by email (automatically for USPS; for other tariffs, it is better to track independently). Available actions:

  • Resend to the same country using a different tariff or carrier.
  • Send to another country (Kazakhstan, Belarus, Armenia and others).
  • Divide the package and send only the permitted items.
  • Return the item to the store if the return window is still open.
  • Dispose of the package.
• Can I send a parcel to another country if it has been returned?

  Yes. After the package arrives at the warehouse in the USA after re-export, you can specify the recipient's address in any country we deliver to. The cost is recalculated according to the tariff of the selected country.

• What happens with the insurance upon return?

  Any type of insurance is lost upon re-export.

  The insurance value of the parcel is preserved until the parcel receives the status of being sent for return — during the return journey the insurance no longer applies. Upon disposal of the parcel, the insurance amount is not returned to the balance.

Returning goods to a US store

• Can I return the item back to the store?

  Returns are possible only for self-purchases. Items purchased by our operators through the purchasing service cannot be returned to the store — only in case of obvious defect or mismatch.

  If the item is still at our warehouse in the USA and has not been sent in a package, return is possible. You will need a return label from the store or an address for return.

  1. Log into your account on the store's website and request a return. Most major stores (Amazon, Macy's, Nordstrom, Sephora, etc.) generate a return PDF label in a couple of clicks.
  2. Download the label or request a return address. The return label must be in PDF format and contain information about the sender, recipient, and tracking number. An example of such a label is on any of your incoming packages. Return by QR code and handover to a courier without a label are not available.
  3. Go to the «Packages at the warehouse» section, find the desired package, click the «+» icon under it and select «Return to store».
  4. In the window that opens, enter the address and necessary data for the return or attach the return label in PDF format.
• How much does it cost to return goods to the store?

  Our return commission is $10.

  If the store has issued a prepaid return label — only our commission is paid. If there is no label, we can help generate it: for this, the full return address is needed (recipient, address, postal code, phone, email). In this case, the cost consists of our commission and the cost of shipping within the US — it is calculated individually and depends on the delivery address and the package dimensions.

  The service is paid from the balance in the personal account.

• How much time is given to return the item?

  Return periods depend on the store. As a rule — up to 30 days from the date of purchase. The client arranges the return directly with the store, as the purchase is personal and we cannot know in advance whether the return window has closed and whether a return is possible in a specific case (defect, wrong size, didn't like it, no longer needed).

  If the store's return window has already closed, we will not be able to arrange the return.

• Where will the store return my money for the item?

  The store refunds the money directly to your bank card or the payment method you paid with. They do not come to our balance.

  The timeframe is usually 3–14 days after the store receives the return. If the store has not refunded the money within this period — contact its support; we cannot influence this.

• Is it possible to return the item if the package has already been sent to Russia or the CIS?

  Yes, if the return window allows. The item can be returned to our warehouse in the US at your own expense, and from our warehouse arrange a return to the store according to standard rules and with our commission. For shipping from Russia to the US we recommend Russian Post or BoxBerry.

• What should I do if the store sent the wrong or damaged item?

  We recommend using the "contents photo" service upon receipt to ensure that the store sent the correct item of proper quality.

  • If the purchase was made through our buyout service — we contact the store and resolve the issue.
  • If this is a self-purchase — you contact the store yourself with the photo and either request compensation or return the item.

  If necessary:

  1. Open the incoming package and order a photo or video of its contents.
  2. When placing the service order, be sure to note in the comments exactly what needs to be shown in detail.
  3. If the photo reveals a defect, damage, or the wrong item:
     • our buyout service — create a ticket, provide the order number and the nature of the claim; we will contact the seller for an exchange or refund (if the return window is still open);
     • self-purchase — contact the seller as soon as possible to resolve the issue of return, exchange, or compensation.

  If the item was damaged during transportation (and not at purchase) — see the "Refunds and compensations" section above.

Refunds and compensations

• How to get a refund for money charged for the service by mistake?

  If funds were charged from your balance for a service you did not order or that was not provided (for example, storage payment when delivery was paid on time, express assembly for a regular assembly, additional services), create a ticket with the subject “Refund” and specify:

  • package number or transaction ID;
  • debit date;
  • what exactly was wrong.

  We will check the charge and refund it to the balance within 1–3 business days.

• How to return money from the balance to the card?

  Balance withdrawal is available through the «Balance withdrawal» section in your personal account.

  • Processing time on our side — 1–3 business days.
  • Crediting to the card — 1–5 business days, depends on the bank.

  The withdrawal is carried out in the same way the balance was topped up (to the same card or wallet).

  Commission:

  • withdrawal to a crypto wallet — $3 (minimum withdrawal amount $3);
  • withdrawal to a card — approximately equal to the amount withheld upon top-up;
  • withdrawal to PayPal — approximately equal to the amount withheld upon top-up.
• Is compensation due if the package arrives damaged due to the carrier's fault?

  Yes, if insurance was purchased (it is included automatically on most tariffs).

  You must:

  • record a video of the package unpacking — the package must be shown unopened, with the label and overall appearance clearly visible;
  • when receiving at the post office or pickup point, prepare a discrepancy or damage report together with the branch employee.

  Without an official report from the postal or courier service, it is impossible to file and receive an insurance payout.

  Procedure:

  1. When receiving the package at the branch or pickup point, take photos and a video of the unpacking, as well as of any damage to the packaging and contents.
  2. Create a ticket with the subject “Insurance claim” within 3 days of receipt.
  3. Attach the photos, video, and the report prepared at the post office or pickup point (store receipts — if available).
  4. We file the insurance claim with the carrier. The payout is credited to your balance after processing.

  Timeframes:

  • processing an insurance claim for damage — 2–6 weeks, depending on the carrier;
  • search in case of loss — up to 90 business days;
  • after loss is confirmed, payout takes another 30 business days.

What we don't do

• What don't we do?
  • We do not argue with the store about refunds. If the store received a refund but did not return the money to the card — this remains between you and the store.
  • We do not refund delivery costs if the package was successfully delivered and the recipient changed their mind.

Where to write regarding returns

• Where to write regarding returns?

  If the purchase is independent — no need to write to us, the issue is resolved directly with the store.

  If the order was placed through our buyer or operator — create a ticket with the subject «Return», describe the nature of the claim and attach photos and videos.

  Response time (business hours, MSK):

  • regular ticket — up to 24 hours;
  • urgent ticket — 1–3 hours.

  If the issue is urgent (the store's return window is expiring, perishable contents) — add the note «URGENT» to the subject.