FAQ

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About Prostobox
  • What is Prostobox?

    Prostobox is an inexpensive and fast delivery service of goods from the United States.

  • How to use Prostobox

    To start using Prostobox, simply register, accept the terms of the User Agreement, and get a free personal address at our American warehouse in tax-free Delaware.

    No documents are required for registration.

  • What countries do you deliver packages to?

    Right now, we deliver all over the world!

  • How often do you ship parcels?

    Parcels that are paid and ready to be shipped are shipped on a schedule depending on the rate and country of delivery. Check the current shipping schedule in the calculator or on the tariff-specific help page.

  • How to calculate the total cost of delivery?

    You can estimate the cost of delivery on our website by filling in all the fields. To calculate the cost of delivery, you need to specify the weight and size of the parcel, the city of delivery, as well as the index of the pickup point from where you will pick up the parcel. The cost of insurance is calculated from the value of the goods. If insurance is mandatory it is stated in the rates.

About delivery
  • My purchases are already in your warehouse. How to send them to your city?

    "Your shipments are tracked by the tracking number. When you have registered the parcel, it goes into the «Expected» category - we are waiting for it’s arrival at the warehouse. After your parcels arrives at our warehouse, and is displayed in your personal account, you will need to choose how to send it to you."

    "To do this, go to your personal account, in the "Parcels in the warehouse" section, and indicate those parcels that need to be combined and sent to you. Enter your details (or the data of the recipient, according to which the shipment will be issued to him). Choose a method delivery and send the parcel for assembly."

    "The specified parcels will go to the "Formed parcels" section, and our employees start preparing to send them to you. You can see the stages of preparation in your personal account."

    In order for the parcel to leave the warehouse without delay, it is worth replenishing the balance in advance.

  • How quickly will my shipment be collected?

    "After you form your parcel for shipment, our employees will collect and It will ship within one to two business days. Please note that we do not work on weekends and national holidays in the United States."

  • I need the parcel collected even faster. Can I somehow speed it up?

    "Of course! When sending a package for assembly, simply select the "Express Assembly" option. This is a paid service, it costs five dollars. Your parcel will be collected in priority order, and in the next 4-7 hours (if the warehouse is open at that time) it will be ready for shipment to Russia.

    "Individual goods require coordination with brokers, therefore, in some cases Parcel assembly time may be slightly increased (until the brokers give their answer)."

  • How is shipping paid?

    "After the parcel is collected and weighed, you will be billed, which will appear in personal account. Go to the "Awaiting Shipment" section and pay for shipping. You can replenish your balance in Prostobox with any cards, including Mir cards, as well as through PayPal.

  • Are there limits on maximum dimensions and weight?

    Yes, they depend on the specific delivery service you have chosen.

    "In the "With bundling" tariff (delivery by courier), the weight of the parcel must be up to 250 kilograms, and the total length of the three sides of the package is up to 300 cm. This tariff best suited for heavy items."

    Tariff "For economical":
    "The maximum dimensions of a parcel are 61 x 40 x 35 cm (shipment must have the opportunity to fit in a postamat). Weight - no more than 15 kilograms.

    Tariff "Via mail":
    "Maximum weight - 20 kilograms. Maximum dimensions: in width, length or height - no more than 1.05 meters, and the sum of the length and perimeter of the largest transverse section - no more than 2 meters.

    Tariff "For parcels":
    "Maximum weight 1.8 kilograms. Maximum dimensions: any side - no more than 60 cm; the sum of length, width and height is not more than 90 cm.

    Tariff "Via DHL":
    The maximum weight is 68 kg. There are no size restrictions.

    Tariff "Via FedEx":
    "Maximum weight - 68 kg. Maximum size: the sum of the length and girth must be less than 330 cm, one length is less than 274 cm. By this method to Russia through us deliver, for example, branded hockey sticks."

  • "I'm not sure about the dimensions and weight of my package. What happens if I accidentally select delivery, through which my parcel does not pass?

    "In this case, your delivery will automatically be changed to the cheapest option, that fits your size."

  • "I don't want the delivery service to change. I want the shipping to be done exactly with the service of my choice. Even if it means that there will be less goods in the parcel. What do I need to do?"

    "No problem! You just need to tell us about it when you form your parcel - in the "Special request" field. Tell us not to change the delivery service, and then, if some of your purchases do not fit, they will simply remain in our warehouse until the next time, and you can send them with another package. Be aware that this request is a paid service."

    "If there are no comments from your side, the change of the delivery service in case when the parcel does not pass through the dimensions, will happen automatically. Changing it Later (before sending your parcel from the warehouse) will be possible only with a number of restrictions."

  • Do advertising booklets, invoices and other excess paper from stores remain in the package?

    "During the formation of the parcel, we remove everything unnecessary in order to minimize its dimensions as much as possible. What remains is what contributes to the safe delivery of goods. But if for you it is important to save promotional materials or invoices, just indicate this in The parcel assembly comments and we'll leave them for you. This service is free."

  • "I have a lot of purchases in stock. If I try to collect them all in one package, and some of them won't fit, what will happen to them?"

    "In this case, some of the goods will remain at the warehouse and will be returned to the section "Parcels in the warehouse." You will be able to form a new package with these goods and send them to your country."

    "If you need certain boxes or items to fit specifically to the current package, just indicate this in the comments to the package being collected, in the "Special Request" field (this is a paid service). If there are no special wishes, the decision of what items will be included in the package will be at the discretion of the warehouse specialists."

  • How long can my parcels be stored in your warehouse?

    "We store customer packages free of charge for the first 45 days. Further storage paid ($1 for each day of storage). After 71 days, goods stored but not paid, will be disposed of."

  • What courier services does Prostobox work with?

    "We cooperate with all leaders in the delivery market: USPS, DHL, GBS, UPS and FedEx. In Russia we deliver with Russian Post and various courier services. Compare the cost and speed of delivery specifically for your product dimensions and for your locality in our «calculator ».

  • Can I ship items via USPS Flat Rate or First-Class Mail?

    Unfortunately, these types of delivery are currently not supported.

  • Do you deliver parcels with DHL and FedEx?

    Yes, they are our good partners. We send parcels from the USA to all over the world with them.

  • What does it look like to receive a package from the USA?

    The parcel arrives at a regular post office or any other post office, or you can pick it up from the pickup point. Parcel front door delivery is available for certain rates, by courier. To find out which delivery method will be used in your case, visit our «calculator».

    In general, receiving a package from the USA is no different from receiving a regular package from China.

  • I think my package weighs less than what was indicated at the time of shipment. What should I do?

    You can check the weight of the parcel upon receipt. For tariffs Via Post office, Parcel posts it should be done immediately in the post office at the operators of Russian Post, without opening the parcel.

    If the receipt goes through a courier or a post office - then you can check the weight on an electronic professional scale in any store, taking a video of weighing. The video should show that the parcel has not been opened and the stickers with the address (labels) of the parcel should be visible.

    If there is a discrepancy in weight, the shipping cost will be recalculated. The request is made through our support service on the website. Unfortunately, home scales and changeless scales are not suitable for checking the weight.

  • "My parcel was sent from the warehouse, next to it you can see the tracking number. Where and how can I use it?

    Tracking number allows you to track your package. For each delivery service tracking there is a different system. Next to the specified number in our interface will be available A link to check the location of the parcel. If the parcel ships with Russian Post or GBS, its location will be indicated directly in your Prostobox personal account.

  • What items cannot be shipped from the US?

    A detailed list of things that we cannot deliver due to certain prohibitions and restrictions, you can see in our list of goods prohibited for shipment from the USA . In general, there should be no military equipment, aerosols, sprays, perishable or flammable substances.

  • "I have already sent a package for assembly. Is it possible now to remove some things from it, add other things, change the delivery service?"

    "If the parcel is already assembled, we can change its composition only in special cases. Changes are paid. Changing shipping service will cost $10-$15 (depends on specific postal service). Parcel sorting is only available in some situations and costs $15."

    For our staff to make the changes you need, create a Ticket (In the «Support Service» sectionfrom your personal account). Enter the number Of your parcel and any inquiries about it that you have.

    All questions, by the way, can be asked before sending the parcel for assembly - this is absolutely is free. Our staff is always happy to help.

  • My parcel was delayed on the way. What should I do?

    You can ask us, it's free! It's also useful to subscribe to our social networks, there we always report if something happened (for example, last year in winter there was a terrible blizzard at a Berlin airport, due to which some parcels were late For more than a week). News are also available at the bottom of your personal account."

    If the parcel is shipped for more than 30 days, we will automatically initiate a search for it, without waiting for the customer's request. Before 30 days of shipment expire, by law, we cannot submit a parcel search.

    If you are very worried about your package, please note that for all types of delivery You can request a loss insurance.

  • What if I receive an insurance payment and then a package arrives?

    In this case, we will deduct the amount of the insurance payment from your personal account.

  • Do I need to pay any customs duties upon receipt of the parcel?

    "Most of the parcels delivered through us are subject to customs limits, and are not subject to duty. Customs limits today are:

    в РФ — 200 € на посылку
    в Казахстане — 200 € на посылку
    in Ukraine — 150 € per person per week
    in Uzbekistan - $1000 per month per person

    "If the goods in your package cost less, you don't have to pay anything. Otherwise, you may be asked to pay a small fee upon receipt."

  • I filled out the customs declaration incorrectly, what should I do now?

    If the parcel has not yet left our warehouse, write a ticket to the support service. If you need to correct minor inaccuracies, we will do it for free.

    If you need to completely reissue the declaration in which you knowingly indicated false information, this service is paid, and costs $50.

About insurance
  • I'm worried about my package. Can I somehow insure it?

    Yes, we insure all customer packages. The cost of this service is $3 for every $100 of the price of goods.

    You can decide for yourself how much to insure the parcel. Let's say, if you get an iPhone for $1000, it will be enough to pay $30 for insurance. But you can also save and pay $15, and if the package is lost, the service will refund you $500 in damages.

    You can learn more about the conditions of insurance and calculate the required amount in our Shipping calculator.

  • How much can you insure?

    We can insure a parcel worth up to $1350.

  • What risks are covered by insurance?

    For FedEx and DHL - insurance is paid only in case of loss of the package. It does not work in case of loss or damage to individual items.

    For all other tariffs, insurance costs the same, but also protects against loss, and from damage / theft of individual items. Detailed insurance conditions can be seen below in Shipping Calculator when choosing a specific tariff.

    "Please note that insurance does not work if the package is confiscated by the customs due to the presence of prohibited items in it.

    Please also note that the price you paid to send the package is non-refundable. Insurance takes into account only the value of your goods (within the amount paid insured).

  • Can I also insure the shipping costs?

    Yes, you just need to indicate such a service when sending your parcel for assembly. In case of an insured event, in addition to the cost of all things, you will also be reimbursed the cost of shipping the goods.

  • When is the package considered delivered?

    When its status in the tracking system indicates that the parcel is abroad (for example, for UPS it is “Delivered Abroad”).

  • My package didn't arrive. How to get insurance payout?

    If you paid for insurance before shipping, just contact our support (section "Support Service" in your account) and describe the problem. Necessarily indicate the tracking number of the parcel. After a short check, we will pay you the sum insured.

Tariff "For economical"
  • What is the tariff "For economical"?

    This is the most profitable and fastest way to deliver parcels to Russia. Our own development, With a unique price on the market. But this tariff has some peculiarities:

    - indicate the tracking number and fill out the customs declaration for shipment to the Russian Federation before your package arrives at our warehouse so that we can immediately send your package to Russia
    - in each sent parcel there can be no more than one incoming parcel (consolidation of several parcels into one is not supported)
    - additional services related to the storage and processing of the parcel in the warehouse (photo, verification, etc.), do not apply
    - delivery with the "For economical" tariff is carried out only to parcel terminals and points of issue in your city, courier delivery to the house does not apply
    - if you order the purchase of goods from the USA with our operators ("Help with purchases" in your personal account), sending at this rate will not be possible.

  • What is the tariff "For economical"?

    In the first case, you will need to fill out a declaration before the package will come to our warehouse. In the second case, you can take your time and wait until The parcel will appear in your personal account.

  • Can I order repackaging of my parcel?

    If you want to send a parcel with the "For economical" tariff, no operations at the Warehouse will be available. We will only receive the parcel and issue it for sending for to Russia. It is also mandatory to check packaging and, if anything, its shortcomings are eliminated.

    For all other rates, repackaging is possible. We can also combine several parcels into one (it's free) or split the parcel into several.

  • Where can the parcels be delivered with the «For economical» tariff?

    At the moment, this tariff works only for shipments to Russia.

  • On which days are parcels sent from the warehouse?

    Из США посылки по тарифу «Для экономных» отправляются два раза в неделю: по вторникам и четвергам.

  • When do I need to register a parcel in my account in order to use the tariff?

    Immediately, as soon as the online store where you purchased the goods gives you a tracking number to track your package. Enter this number in your personal Account (section "Register a parcel"), add a description of the contents inside the package. Check the box "Ship from warehouse as soon as possible" if you want to use the tariff "For economical", and click the "Register" button.

  • How can I know when the package will arrive at your warehouse?

    When tracking the parcel, the delivery period will be approximate, usually plus or minus one day. But as soon as your registered parcel arrives at our warehouse, and our employees weigh it - you will automatically receive a notification (including by e-mail and SMS) about it’s arrival, and you need to pay for its further shipment. Also, this information will appear in your personal account.

  • When do I need to pay for shipping?

    In case of the "For economical" tariff, we recommend that you pay for the delivery immediately, as soon as you receive an e-mail or SMS. Payment must be made by the next Parcel dispatch period from the warehouse. It means that:

    - If the parcel arrived on Tuesday or Wednesday, you will need to pay for its delivery to the Russian Federation before 14:00 Moscow time on Thursday
    - If the parcel arrived on time from Thursday to Monday - its delivery must be paid before 14:00 Moscow time on Tuesday

  • What happens if I do not have time to pay for the shipment by the specified deadline?

    You will still be able to ship it with the «For economical» tariff, and ship it with the next batch, but if you rescan you will have to pay a fine of $3.

  • How many days will it take for my package to arrive?

    With the tariff "For economical" the average delivery time from the USA to Moscow and St. Petersburg usually takes 7-8 days. For other regions of Russia - from 5 to 12 days. General time Of delivery is reduced by several days compared to other rates due to A pre-arranged shipment.

  • What are the size limits for a parcel?

    The total weight is up to 15 kilograms, the dimensions of the sides are up to 61x40x35 centimeters.

  • What purchases can be sent with the «For economical» tariff?

    Almost any goods for personal use, except for military items, perishable products, aerosols and flammable substances. Mostly, clients use this tariff to send shoes, clothes, children's toys, gadgets, consumer electronics. Non-perishable food products are also possible.

    Through our private delivery, you cannot make shipments that look like commercial (many identical products), commercial electronics, fur, jewelry. You can not send batteries separately, without devices - for safety. And you can not have more than two devices with two lithium batteries in one package in the kit (for example, drills or screwdrivers).

    If you buy beauty boxes (for example, on Amazon or Etsy) and don't know exactly their composition, you need to order a photo of the goods in the parcel before making the shipment. This is required for the declaration. Since this is a separate warehouse service, the tariff "For economical" will not be available

    After you have a photo, you will need to indicate all contents with links and articles in the declaration. You publish the list separated by commas, both in Russian and in English. For example, “brush, eyeshadow palette, lipstick, mascara” and “eye brush, brow liner, lipstick, eyebrow mascara". If something is not specified or specified incorrectly, problems on Customs usually do not arise, but it's better to play it safe.

  • Can I learn more about the categories of goods that are subject to restrictions for sending with the "For economical» tariff?

    Any military footwear, clothing, accessories that can be interpreted in this way (bows, multi-tools, kitchen knives, paintball equipment, binoculars, echo sounders) — Are prohibited. At the same time, civilian things, tourist tents, hunting clothes - Are allowed.

    Electronic cigarettes and any of their fillers are prohibited.

    Tea and coffee beans are prohibited (but ground coffee is allowed).

    Industrial components for cryptocurrency mining, servers, server hardware are prohibited.

    Products for animals, including food — from 2021 Are prohibited .

    Plants and agricultural products are prohibited.

    Money, documents are prohibited.

    Genetic tests, DNA tests are prohibited.

    Medical clothing, professional medical equipment is prohibited. At the same time devices for personal, home use (thermometers, blood pressure monitors, etc.) are allowed.

    Wherein:
    Non-perishable food is allowed.
    Dietary supplements, vitamins, sports nutrition are allowed (but not in commercial quantities).
    Products for adults are allowed.
    Lotions and shampoos are allowed (but in volumes for private use).

  • What is required of me to process a parcel at the rate "For economical"?

    You need to arrange a parcel for shipment before it arrives at the warehouse. To do this, you go to your personal account, register the parcel and enter its tracking number. Check the box to send it from the warehouse as soon as possible. Next, enter the personal data of the recipient:

    - Passport data (scan is not required).

    - TIN (Tax ID — scan is not required).

    - You also need a completed customs declaration. To do this, you need to provide links for all goods in the parcel, their cost, article numbers (SKU or ASIN, depends on the store), as well as the names in Cyrillic and English.

    If the parcel contains used goods with accessories without factory packaging (for example, from eBay or other auctions), each of the accessories must be indicated in the declaration separately. At the same time, the cost at which you bought the product itself, is indicated in full, and for “bonus” accessories, you can specify a symbolic price (e.g. $1.1).

    At the same time, we strongly recommend that you indicate the real value of the goods to avoid possible problems. Moreover, duty-free limits on parcels coming into Russia Are pretty high now.

  • Does the volume weight of the parcel count?

    Yes, but only if the volumetric weight exceeds the physical weight by three or more times. If you are sending a large parcel and its volumetric weight exceeds three times your physical weight, you must pay an extra $3 for each kilogram of excess weight. A detailed calculation of the volumetric weight of a parcel can be done in the calculator.

  • Do I need to upload invoices?

    Uploading payment confirmations (invoices, bills) is not required. Links to real prices of goods from stores are enough. But these invoices received by e-mail from stores are worth Saving: the shipping company can ask for provision from you at the request of customs.

  • Is it possible to insure my shipment?

    All shipments under the tariff "For economical" are necessarily insured - for the amount indicated in the declaration.

  • How much will insurance cost me?

    The exact cost of insuring your parcel can be calculated in our Shipping calculator. All in all, that's $3 for every $100 in the price of your items.

  • Does the insurance cover the loss of items from the package?

    Insurance takes into account everything: both the complete loss of the shipment, and the loss of certain things, and damage to individual goods. But there are restrictions - for example, parcels are not from stores, but from individuals or auctions (such as Etsy or eBay) are insured by default only from total loss. If you would like your shipment to be insured against damage or theft, you need to order a photo of the contents at the warehouse (paid service). However, with the tariff "For economical" such paid services are not supported.

    Damage insurance also does not work in cases where the damage caused by the fact that the seller did not pack the goods well. If the item was shipped in the wrong package (and you have not paid for its change in the warehouse), such a parcel can be insured only from total loss.

  • Can I send a parcel to another person?

    You can. But you will need to indicate, when registering the parcel for shipment, recipients TIN and passport data (you do not need to upload their scans).

  • Where can I see the addresses of postamats and pickup points?

    The current addresses of the points of issue of orders (PVZ) in Russia can be viewed on the Prostobox website Through this link.

    Here you can find out how a parcel is received at a post office or at a pickup point. We recommend that you always record the moment of opening the parcel on your smartphone in order for it to Be easier to get an insurance payment, if applicable.

  • How soon do I need to pick up the parcel? How long will it be able to store in the postamat or the point of issue of orders?

    At the point of issue of orders, the shipment may be kept for up to 14 days. The shelf life Of parcels at a post office - up to 7 days. If you did not manage to pick up the parcel on time, it can be sent back to the warehouse. In this case, you will need to contact GBS, their support service, and ask them to bring your shipment back to the post office.

  • Are there any items that cannot be insured (or have any insurance restrictions)?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

Answers to questions regarding the "With consolidation» tariff
  • What is a «With consolidation» tariff?

    «With consolidation» tariff is the delivery of your parcels by prostobox.com in partnership with GBS. In contrast to the "For economical" tariff, several parcels purchased in the US stores, can be combined into one for free. Our employees can also remove extra boxes to reduce overall weight. As a result, the shipping cost can be reduced.

    Parcels under the "With consolidation" tariff are shipped from New York to Helsinki, pass customs, and then transferred to GBS for delivery within Russia. GBS has its own developed logistics network with many regional pickup points (order points) and partner courier services.

    You can find out the exact cost of delivery by the “With consolidation” tariff to your city in our US Shipping Calculator.

    Parcels sent by «With consolidation» tariff, are sent along the route New York → Helsinki, and after passing through customs, they are transferred to GBS for delivery.

  • Delivery "With consolidation" - is it a courier delivery or parcel lockers only?

    These are couriers, parcel lockers, and self-delivery from order pick-up points (POIs). It all depends on your city and wishes.

  • For which countries does the “With consolidation” tariff work?

    At the moment, this delivery method works only for the Russian Federation.

  • On which days are packages shipped from the US?

    Parcels passing under the "With consolidation" tariff are sent from our warehouse twice a week: Tuesday and Thursday.

  • In how many days will I receive my package?

    For the «With consolidation» tariff, the average delivery time is from 7 to 16 days.

  • What is the weight of the parcel and what dimensions are possible?

    It depends on how your parcel will be delivered in the end, by courier or to parcel lockers.

    When delivered by courier - the sum of the three sides of the parcel is up to 300 cm, weight is up to 250 kilograms.

    When delivered by courier - the sum of the three sides of the parcel is up to 300 cm, weight is up to 250 kilograms.

  • What goods can be sent with the «With consolidation» tariff?

    All standard things not prohibited by the laws of the Russian Federation or the United States. Almost any goods for personal use. Most often, children's toys are sent this way, gadgets, consumer electronics, shoes, cosmetics, clothing.

    You cannot send:
    - purchases of a commercial scale (more than two identical goods in one parcel)
    - separate batteries or accumulators
    - furs, jewelry, commercial electronics
    - any military goods.

  • Can I learn more about shipping restrictions?

    The situation is changing quite quickly, and the most up-to-date list of products that not available for forwarding due to sanctions, is available in your personal account (News section) and in our social networks. Also, you can always check the information with our support service for free. But generally the following products are prohibited:

    - military clothing, accessories, footwear (but not clothing for hunting or tourism)
    - any knives (even kitchen ones)
    - grain coffee, tea (while ground coffee is allowed)
    - Goods for pets
    - electronic cigarettes and their fillers
    - genetic tests
    - server equipment, mining equipment
    - medical equipment for professional use
    - also for the transportation of chemicals, mixtures, dyes and paints, an MSDS (passport stating that these chemicals are safe) may be required.

    The following are allowed for delivery:

    - food (if they are not perishable)
    - lotions, shampoos, liquids (up to two bottles, each 300 ml max)
    - vitamins, sports nutrition, dietary supplements
    -medical appliances for home use
    - Products for adults.

  • How to arrange parcels under the tariff «With consolidation»?

    "You can start processing after the goods arrive at our warehouse and will appear in your personal account in the "Parcels at the warehouse» section.

    To send parcels, you will need to indicate the recipient's TIN, indicate passport data and upload scans of the passport (main page + registration).

    Also, to fill out the customs declaration, you will need to specify each product from The parcel: name in both English and Russian, link, article (SKU or ASIN, they are always shown on the store's website). You also need to enter the actual value of each product. If there were big discounts on some of them at the store, it is advisable in such cases to take a screenshot of the product page from the store, at the time of the purchase.

    Overestimation or underestimation of the value in the declaration is not allowed. The value must be indicated correctly. Otherwise, you may face a $50 fine.

    If you have lots in addition to the parcel (for example, used lots from Etsy or eBay), where, in addition to the main product without factory packaging, there are several more accessories, each of these things still needs to be reflected in the declaration. At the same time, the full Price of the purchase should be indicated for the main product, and all additional goods indicated with a symbolic value of $1.1.

  • Does the volume weight of the parcel count?

    Yes, but only if the volumetric weight exceeds the physical weight by three or more times. If you are sending a large parcel and its volumetric weight exceeds three times your physical weight, you must pay an extra $3 for each kilogram of excess weight. A detailed calculation of the volumetric weight of a parcel can be done in the calculator.

  • Do I need to upload invoices?

    No, it is enough to indicate all the goods in the parcel, with articles and links. But the invoices are definitely worth saving: the GBS service may ask you for them at the request of customs.

  • Do parcels have insurance?

    All shipments under the «With consolidation» tariff are insured against theft or damage for the amount indicated in the declaration. This type of insurance is mandatory.

  • How much is insurance?

    You can see the current price in our Shipping calculator . That's a few dollars for every $100 worth of goods.

  • Does insurance work in case of theft of part of the contents of the package?

    The insurance from the "With consolidation" tariff covers all cases: both the complete loss of the parcel, and the loss of individual goods inside it, and their damage (with some exceptions).

    Please note that parcels not from stores, but from individuals (for example, when buying from private traders on eBay or Etsy) are insured by default ONLY against total loss. To insure them against damage or theft of individual goods, you need to order a photo of the contents of the parcel once it arrives at the warehouse. This can be done in your personal account, in the sections "Register a parcel" or "Expected parcels."

  • Are there groups of goods that are not covered by insurance?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • Can I send a package to another person?

    No problem! But the recipients documents will be required: a Tax ID number + a passport scan.

  • Where can I see the current addresses of parcel terminals and pickup points?

    "The list of pickup points can be viewed on our website. And the actual addresses of postamats are available here.

  • How long can my parcel be stored at the pickup point or parcel terminal if I don't pick it up?

    The storage period at the point of issue of orders is up to 14 days, in the post office - up to 7 days. If you did not have time to pick up the parcel from the parcel terminal within the specified time, you need to write or call GBS support and ask them to re-deliver your postamat parcel.

Questions about the "One by one» tariff
  • What is the «One by one» tariff?

    The «One by one" tariff is one of the types of delivery implemented by prostobox.com in partnership with GBS. This is one of the most affordable shipping options from the USA. but there are some limitations here:

    - delivery only to parcel terminals and pickup points, there is no courier delivery
    - in each shipment - no more than one incoming parcel
    - only for this tariff the possibility of splitting the parcel is available
    - no other operations are performed with the incoming parcel in the warehouse
    - if you order goods with our operators ("Help with purchases" service), sending a parcel with the tariff "One by one" is possible only in case of purchasing one unit of goods.

  • Can my package be repackaged?

    With the "One by one" tariff, we do not carry out any operations with the parcel: we do not split the parcel, don't repack it, don't add other things to it. We will prepare it and send it to you in the box in which it was received.

    At the same time, we always carefully inspect the packaging, and we may Implement minor corrections, if any are required. Sometimes the warehouse collector can conduct a complete repacking of the parcel, if necessary.

  • How to send a parcel with the “One by one” tariff if the division service was ordered

    If you ordered a division of the parcel, we also recommend ordering additional packaging - to ensure their safety in transit. This service must be booked after we have completed the division, but before the package has been sent for final assembly. Click on the gear at the top right of the parcel and in the drop-down list, select the option "Packing the parcel in the transport package."

    This option works only for shipments for which the division service has been performed. For all other parcels this service is not available.

  • When I select the «One by one" tariff, there is no comment field and no option to pack items in a bag. Why?

    The «One by one» tariff is calculated for the delivery of the package «as it is". We do not perform special requests and additional operations with the shipment tariff. That's why this fare is so beneficial and inexpensive.

    The only thing - at your request, we can wrap the shipment with stretch film and stick a “fragile load” sign on it. This will provide additional security for the package.

  • Is it possible to insure a parcel with the “One by one” tariff?

    "Yes, insurance is available for all types of our delivery. Moreover, for the tariff "One by one" not only the complete non-delivery of the parcel is insured, but also theft or damage to individual goods inside it.

    There are some restrictions on insurance. Not subjected to insurance are:

    - Antiques
    - Precious stones, diamonds
    - Ceramic products
    - Glass things, dishes (can only be insured against loss)
    - Jewelry made of silver and gold
    - Watches
    - Collectible stamps and other collectibles
    - Purchases from eBay auctions (can only be insured against loss)
    - Audio speakers
    - Musical instruments
    - Suitcases (including special suitcases for musical instruments) are not insured against damage
    - Food.

    Insurance does not cover shipping costs and does not cover damage to product packaging (boxes, stickers, etc.).

    Insurance also does not work in cases where damage to the goods is caused by improper seller's packaging. Let's say if fragile items were shipped in a normal postal package, or the box was too large for the product, or the parcel did not contain materials that protect the product from moving inside the box. If the packaging from the seller is not suitable (and we determine this in the warehouse), you must either order a repackaging service, or the parcel can only be insured from total loss.

    If you ordered the division of an incoming parcel, but did not use the service "Packing the parcel in shipping packaging", we cannot guarantee the safety of such a parcel from damage or theft of contents. In this case insurance only works against the total loss of the package.

Tariffs "Via mail", "Via EMS" and the tariff "For parcels"
  • What is the "Via mail" tariff?

    "Via mail" tariff is the delivery of parcels through Europe and then using Russian Post. It is distinguished by a very simple and convenient declaration, and also (under normal conditions) slightly longer delivery.

    Right now, due to the cancellation of direct flights from New York to Moscow, the tariff "Via mail» is temporarily faster than standard courier rates.

  • How is the tariff "Via mail" different from the tariff "For parcels"?

    The only difference is the maximum weight and dimensions of the parcel:

    - for «Via mail" it is 20 kg and the length of each side is up to 1.05 meters
    - for the "For parcels» tariff it is 1.8 kg and the length of the side is up to 60 centimeters

    Otherwise, the tariffs are completely identical to each other - both in terms of the route and delivery time.

  • What is the difference between tariffs "Via mail" and "Via EMS"?

    The main difference between the "Via EMS" tariff and the other two is a faster delivery within the Russian Federation (12-20 days instead of 20-30 days). It is also possible to deliver A parcel with a courier.

    From Europe, parcels are transferred to the EMS courier service of the Russian Post, due to which the delivery time is reduced by about a week. But also the cost of delivery increases by one and a half to two times.

  • Do I need to indicate invoices, give links to goods, upload passport screenshots?

    No, for these three tariffs, unlike the others, you don't need to do anything. It is enough just to fill out a simple declaration: indicate what kind of goods in package and how much they cost.

  • What duty-free limit works for tariffs "Via mail", "Via EMS" and "For parcels»?

    Для России — до 200 евро на одну посылку, вес посылки — до 31 кг. В противном случае нужно будет заплатить 15% от суммы превышения.

  • How long does it take for a package to be delivered by these services?

    For the tariff "Via mail" and the tariff "For parcels" the average delivery time is 20-30 days.

    For the tariff "Via EMS" - 12-20 days.

  • When do you send parcels with tariffs "Via mail", "Via EMS" and "For parcels"?

    Эти посылки отправляются из США один раз в неделю по четвергам.

  • What are the weight and size limits for parcels?

    For the tariff "Via mail":
    "The maximum weight is 20 kilograms. The maximum dimensions are any side (length, height, width) - no more than 1.05 meters, the sum of the three sides - no more than 2 meters.

    For the tariff "For parcels":
    Weight limit - 1.8 kilograms. Limit dimensions - any side no more than 60 centimeters; the sum of length, height and width - up to 90 centimeters.

    For the tariff "Via EMS":
    The maximum weight is 20 kg. The maximum dimensions are the length of one side up to 1 meter, the sum of the three sides is up to 150 centimeters.

  • Is it possible to insure a parcel sent with "Via mail", "Via EMS" or "For parcels» tariffs?

    Yes, and the insurance will cover not only the complete loss of the package, but also damage to the goods or loss of part of the goods in it.

    The exception is packages from individuals (for example, from eBay auctions). By default they can only be insured against total loss. To insure damage or theft of individual products you’ll need to order a photo service of the contents of the package at the warehouse. That is the only way we can confirm what is actually in the package.

  • Is insurance required and mandatory?

    Shipment insurance is mandatory and cannot be waived.

  • How much is insurance?

    The current cost of insurance for your tariff and your type of shipment can be viewed in our Shipping cost calculator .

  • Are there any items that cannot be insured? Or goods that have some kind of insurance restrictions?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is the insurance payment made?

    If you want to make a claim and get a refund, you need to contact the support service from your account (write a ticket) no earlier than 30 days after the package has been shipped. Your claim will be processed within 30-60 days.

    Please note that Prostobox is not the one who insures these types of shipments. Therefore, we do not make decisions on payment, but the shipping operator does.

  • What items cannot be delivered?

    Due to the specifics of the delivery, the list of prohibited items for these tariffs is longer than for the tariffs "For economical" and "With consolidation».The following products cannot be sent:

    - Batteries and accumulators (separate from the devices for which they are intended)
    - Flammable materials and objects (fuel, lighters, nail polish, oils)
    - Any military or non-military goods, including equipment, components, ammunition, thermal imagers
    - Explosive substances
    - Any knives (even penknives), swords, axes, as well as bows, crossbows, clubs
    - Equipment for paintball
    - Plants and seeds, fertilizers
    - Vitamins, dietary supplements, medicines
    - Animals, any products for animals (including feed)
    - Perishable goods, food
    - Alcohol
    - Money, documents, bonds, checks
    - Bank cards, lottery tickets
    - Equipment for video surveillance
    - Cartridges for printers.

    If you have any questions, before processing the package (and even better - even before purchasing goods) consult with our operators. It's free. To do this, contact the support service in your personal account.

  • Where do the parcels delivered using the "Via mail", "Via EMS" and "For parcels» tariffs get delivered?

    For tariffs "Via mail" and "For parcels» - parcels will be delivered to your post office.

    For the “Via EMS” tariff, the parcels will be delivered to the post office by EMS or by courier to your home.

  • Is it possible to track parcels shipped at the rate "Via mail", "Via EMS" or "For parcels"?

    "Yes, all shipments in Prostobox support tracking. A tracking number will be provided to you as soon as the parcel is sent from the warehouse. Also parcels can be tracked on the website of the Russian Post.

  • Does the volume weight of the parcel count?

    Да, но только если объемный вес превышает физический в 3 и более раза.

    Для Тарифа ЕМС Россия (Через ЕМС)
    Объемный вес рассчитывается по формуле длина х ширина х высота/6000 Кроме оплаты за физический вес, за каждый килограмм превышения придется доплатить по 3 доллара.

    Для тарифа Эконом (Через Почту)
    Объемный вес рассчитывается по формуле длина х ширина х высота/6000, если размер коробки больше 20 кубических метров. Объемный вес рассчитывается по формуле длина х ширина х высота/3000, если размер коробки от 7 до 20 кубических метров. Объемный вес рассчитывается по формуле длина х ширина х высота/1500, если размер коробки меньше 7 кубических метров.

    Кроме оплаты за физический вес, за каждый килограмм превышения придется доплатить по 3 доллара.

    Подробный расчет посылки по объемному весу можно сделать в калькуляторе.

Universal EMS tariff
  • What is Universal EMS shipping?

    Universal EMS is an expedited worldwide delivery method, including shipping to Russia, Belarus, Kazakhstan and the possibility of receiving a parcel by EMS courier.

  • What route do parcels take?

    The package flies from the U.S. to the UAE, from there to the destination country and there it is handed over to EMS.

  • What can't I send with Universal EMS?

    The Universal EMS rate can be used for anything that is allowed to be shipped. General restrictions and sanctions for Russia and Belarus can be found here.

    If you have any questions about purchases and consolidation, consult with our support team via live chat on the website or via telegram before sending your package for pickup.

  • How do I fill out the shipping address?

    The delivery address and the recipient's data should be filled in Latin letters. It is obligatory to write the address of residence, not the address of registration.

  • How do I fill out the declaration?

    The declaration must be filled in Latin letters. The names of goods must be in English, but not simply in transliteration in Latin letters. For example: Headphones - correct description, naushniki - wrong description. It is allowed to combine goods by categories, for example: sneakers 5 pcs., t-shirts 10 pcs. etc. The total cost of goods is indicated, for example, if you write T-shirts (t-shirts) 5 pcs., then the cost of all five t-shirts at once.
    There is a limit on the number of lines in the declaration up to 5 pieces.

  • Is it necessary to provide passport information, TIN, copy of passport, links to goods or invoices?

    No, it is enough to fill out a simple declaration: name (in Latin) - quantity - total value.

  • What is the duty-free limit for parcels sent via Universal EMS?

    Для отправок в РФ и Казахстан - до 200 евро и весом не более 20 кг на одну посылку в адрес одного получателя - без уплаты пошлины.

  • What is the average delivery time?

    The average delivery time for Universal EMS is 14-20 days.

  • How often are Universal EMS packages shipped?

    Посылки отправляются со склада один раз в неделю по четвергам.

  • What are the size and weight restrictions for Universal EMS delivery?

    The maximum weight is 20 kg. The maximum of any dimension - no more than 105 cm, the sum of the length and the perimeter of the largest cross-section - no more than 2 meters.

  • Is Universal EMS covered by insurance?

    The insurance covers not only total loss, but also cases of theft of attachments.

    Parcels from individuals, including those from eBay, are insured only against total loss. To insure a parcel against theft or damage, you must additionally order a photo of the contents of the parcel at the warehouse.

  • Is insurance mandatory? Can I refuse it?

    You cannot refuse to insure a parcel; insurance is mandatory for this service.

  • How much is insurance?

    Стоимость страховки зависит от стоимости товаров по декларации и стартует от 3 долларов. Стоимость страховки вы можете посчитать самостоятельно, достаточно внести стоимость товаров в посылке в калькулятор на главной странице или в разделе цены.

  • Are there any items that are not insurable (or have insurance restrictions) when sent by this service?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is insurance paid out?

    Если вы желаете предъявить претензию по посылке, вам следует обратиться в тикеты не раньше чем через 30 дней после отправки посылки. Сроки рассмотрения претензий от 30 до 60 дней.

    Решение о выплате страховки принимается почтовым оператором. Наша компания не страхует посылки для данного вида отправления и не принимает решения о выплате либо не выплате компенсаций.

  • How are Universal EMS packages delivered?

    Universal EMS packages are delivered by courier to your home at no extra charge.

  • Is Universal EMS parcel tracking available?

    Yes, all packages sent by this service support tracking on our website.

  • Does the volume weight of the parcel count?

    No, a detailed parcel calculation can be done on the shipping rates page.

Tariff «DHL Express»
  • What is the «DHL Express» tariff?

    «DHL Express» is the delivery of parcels Worldwide in partnership with worldwide famous courier service DHL. It has a very short duration delivery (from 2 days), unlimited parcel box size, simple and handy declaration.

  • How is «DHL Express» different from other courier rates?

    - very short delivery time starting from 2 days
    - parcels fly by special direct flights of DHL company
    - delivery of the parcel is carried out by couriers of the company
    - payment of customs duty, if applicable, online or to the courier upon receipt of the parcel
    - maximum parcel weight is 68 kg
    - there is no limit on the size of the parcel package
    - volumetric weight is automatically calculated based on the weight and dimensions of the package

  • Do I need to indicate invoices, give links to goods, upload a passport photo?

    No, you don't need to do anything. Just fill out a simple declaration: indicate what kind of goods are in the parcel, and how much they cost.

  • What is the duty-free limit for the «DHL Express» tariff?

    The customs limit depends on the country of delivery. Check the customs limits of your Country on the websites of the tax service.

  • How long does it take to deliver a package using the «DHL Express» tariff?

    For the «DHL Express» tariff, the average delivery time for parcels is 2-10 days.

  • When do you send parcels via DHL?

    Эти посылки отправляются из США два раза в неделю: во вторник и пятницу.

  • What are the weight and size limits for parcels?

    For the «DHL Express» tariff:
    The weight limit is 68 kilograms. There are no size limits.

  • Is it possible to insure a parcel sent via DHL?

    Yes, insurance will cover the total loss of the package.

  • Is insurance required and mandatory?

    Shipment insurance is NOT mandatory.

  • How much is insurance?

    The current cost of insurance for your tariff and your type of shipment can be viewed in our Shipping cost calculator .

  • Are there any items that cannot be insured? Or goods that have some kind of insurance restrictions?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is the insurance payment made?

    If you want to make a claim and get a refund, you need to contact the support service from your account (write a ticket) no earlier than 30 days after the package has been shipped. Your claim will be processed within 30-60 days.

    Please note that Prostobox is not the one who insures these types of shipments. Therefore, we do not make decisions on payment, but the courier company does.

  • What items cannot be delivered?

    The following are prohibited for shipment:

    - Batteries and accumulators (separate from the devices for which they are intended)
    - Flammable materials and objects (fuel, lighters, nail polish, oils)
    - Any military or non-military goods, including equipment, components, ammunition, thermal imagers
    - Explosive substances
    - Any knives (even penknives), swords, axes, as well as bows, crossbows, clubs
    - Equipment for paintball
    - Plants and seeds, fertilizers
    - Vitamins, dietary supplements, medicines
    - Animals, any products for animals (including feed)
    - Perishable goods, food
    - Alcohol
    - Money, documents, bonds, checks
    - Bank cards, lottery tickets
    - Equipment for video surveillance
    - Cartridges for printers.

    If you have any questions, before processing the package (and even better - even before purchasing goods) consult with our operators. It's free. To do this, contact the support service in your personal account.

  • Where do parcels delivered under the «DHL Express» tariffs go?

    For the «DHL Express» tariff - the parcels will be delivered by courier to your home.

  • Is it possible to track packages shipped via DHL?

    Yes, all shipments sent with Prostobox support parcel tracking. The tracking number will be provided to you as soon as the parcel is sent from the warehouse. Shipments can be tracked on both the DHL and Prostobox websites. DHL

Tariff «FedEx Economy»
  • What is the «FedEx Economy» tariff?

    «FedEx Economy» is the delivery of parcels Worldwide in partnership with A world famous courier service FedEx. It has a short shipping duration starting from 3 days and an easy to fill out declaration.

  • How is «FedEx Economy» different from other courier tariffs?

    - one of the shortest delivery durations from only 3 days
    - parcels fly by special direct flights of the FedEx company
    - delivery of the parcel is carried out by couriers of the company
    - payment of customs duty, if applicable, can be done online
    - maximum parcel weight is 68 kg
    - the sum of the length and girth is less than 330 cm, the length is less than 274 cm
    - volumetric weight is automatically calculated based on the weight and dimensions of the package

  • Do I need to indicate invoices, give links to goods, upload a passport photo?

    No, you don't need to do anything. Just fill out a simple declaration: indicate what kind of goods are in the parcel, and how much they cost.

  • What is the duty free limit for the «FedEx Economy» tariff?

    The customs limit depends on the country of delivery. Check the customs limits of your Country on the websites of the tax service.

  • How long does it take to ship a package via the «FedEx Economy» tariff?

    For the «DHL Express» tariff, the average delivery time for parcels is 2-10 days.

  • When do you ship «FedEx Economy» from your warehouse?

    Эти посылки отправляются из США два раза в неделю: во вторник и пятницу.

  • What are the weight and size limits for parcels?

    For the «FedEx Economy» tariff:
    The weight limit is 68 kilograms. There are no size limits.

  • Is it possible to insure a package shipped via FedEx?

    Yes, insurance will cover the total loss of the package.

  • Is insurance required and mandatory?

    Shipment insurance is NOT mandatory.

  • How much is insurance?

    The current cost of insurance for your tariff and your type of shipment can be viewed in our Shipping cost calculator .

  • Are there any items that cannot be insured? Or goods that have some kind of insurance restrictions?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is the insurance payment made?

    If you want to make a claim and get a refund, you need to contact the support service from your account (write a ticket) no earlier than 30 days after the package has been shipped. Your claim will be processed within 30-60 days.

    Please note that Prostobox is not the one who insures these types of shipments. Therefore, we do not make decisions on payment, but the courier company does.

  • What items cannot be delivered?

    The following are prohibited for shipment:

    - Batteries and accumulators (separate from the devices for which they are intended)
    - Flammable materials and objects (fuel, lighters, nail polish, oils)
    - Any military or non-military goods, including equipment, components, ammunition, thermal imagers
    - Explosive substances
    - Any knives (even penknives), swords, axes, as well as bows, crossbows, clubs
    - Equipment for paintball
    - Plants and seeds, fertilizers
    - Vitamins, dietary supplements, medicines
    - Animals, any products for animals (including feed)
    - Perishable goods, food
    - Alcohol
    - Money, documents, bonds, checks
    - Bank cards, lottery tickets
    - Equipment for video surveillance
    - Cartridges for printers.

    If you have any questions, before processing the package (and even better - even before purchasing goods) consult with our operators. It's free. To do this, contact the support service in your personal account.

  • Where do parcels delivered under the «FedEx Economy» tariff end up?

    For the «FedEx Economy» tariff - the parcels will be delivered by courier to your home.

  • Is it possible to track packages shipped via FedEx?

    Yes, all shipments sent with Prostobox support parcel tracking. The tracking number will be provided to you as soon as the parcel is sent from the warehouse. Shipments can be tracked on both the DHL and Prostobox websites. FedEx

«Aramex" tariff
  • What is the "Aramex" tariff?

    The "Aramex" tariff is the delivery of parcels to the Middle East in the UAE and Saudi Arabia.

  • How is the “Aramex” tariff different from other courier tariffs?

    - one of the most inexpensive ways to deliver parcels to Arab countries.
    - delivery of the parcel is carried out by couriers of the company
    - payment of customs duty, if applicable, can be done online
    - maximum parcel weight is 20 kg
    - the size of the parcel is not limited
    - volumetric weight is automatically calculated based on the weight and dimensions of the package

  • Do I need to indicate invoices, give links to goods, upload a passport photo?

    No, you don't need to do anything. Just fill out a simple declaration: indicate what kind of goods are in the parcel, and how much they cost.

  • What is the duty-free limit for the «Aramex» tariff?

    The customs limit depends on the country of delivery. Check the customs limits of your Country on the websites of the tax service.

  • How long does it take to deliver a package using the "Aramex" tariff?

    For the "Aramex" tariff, the average delivery time for parcels is 5-17 days.

  • When do you ship parcels using the "Aramex" tariff?

    These packages are shipped from the US every weekday, Monday through Friday.

  • What are the weight and size limits for parcels?

    For the «Aramex" tariff:
    The weight limit is 20 kilograms. There are no size limits.

  • Is it possible to insure a parcel sent via Aramex?

    Yes, insurance will cover the total loss of the package.

  • Is insurance required and mandatory?

    Shipment insurance is NOT mandatory.

  • How much is insurance?

    The current cost of insurance for your tariff and your type of shipment can be viewed in our Shipping cost calculator .

  • Are there any items that cannot be insured? Or goods that have some kind of insurance restrictions?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is the insurance payment made?

    If you want to make a claim and get a refund, you need to contact the support service from your personal account (write a ticket) no earlier than 30 days after the package has been shipped. Claims will be considered within 30-60 days.

    Please note that Prostobox is not the one who insures these types of shipments. Therefore, we do not make decisions on payment, but the courier company does.

  • What items cannot be delivered?

    The following are prohibited for shipment:

    - Batteries and accumulators (separate from the devices for which they are intended)
    - Flammable materials and objects (fuel, lighters, nail polish, oils)
    - Any military or non-military goods, including equipment, components, ammunition, thermal imagers
    - Explosive substances
    - Any knives (even penknives), swords, axes, as well as bows, crossbows, clubs
    - Equipment for paintball
    - Plants and seeds, fertilizers
    - Vitamins, dietary supplements, medicines
    - Animals, any products for animals (including feed)
    - Perishable goods, food
    - Alcohol
    - Money, documents, bonds, checks
    - Bank cards, lottery tickets
    - Equipment for video surveillance
    - Cartridges for printers.

    If you have any questions, before processing the package (and even better - even before purchasing goods) consult with our operators. It's free. To do this, contact the support service in your personal account.

  • Where do the parcels shipped with the "Aramex" tariff are delivered?

    For the «FedEx Economy» tariff - the parcels will be delivered by courier to your home.

  • Is it possible to track parcels that are sent under the "Aramex" tariff?

    Yes, all shipments sent with Prostobox support parcel tracking. The tracking number will be provided to you as soon as the parcel is sent from the warehouse. Shipments can be tracked on both the DHL and Prostobox websites. Aramex

The «GlobalPost» tariff
  • What is the "Globalpost" tariff?

    The «Globalpost" tariff is the delivery of parcels Worldwide in partnership with world renowned USPS. It has a short delivery time from 3 days and an easy to fill out declaration.

  • How is the "Globalpost" tariff different from other courier rates?

    - one of the quickest and inexpensive types of delivery worldwide
    - delivery of the parcel is carried out to the nearest post office
    - the parcel is delivered within 25-30 days
    - payment of customs duty, if applicable, is made via the post
    - maximum parcel weight is 30 kg
    - length no more than 103 cm, the sum of length and girth no more than 194 cm
    - no volumetric weight

  • Do I need to indicate invoices, give links to goods, upload a passport photo?

    No, you don't need to do anything. Just fill out a simple declaration: indicate what kind of goods are in the parcel, and how much they cost.

  • What is the duty-free limit for the "Globalpost" tariff?

    The customs limit depends on the country of delivery. Check the customs limits of your Country on the websites of the tax service.

  • How long does it take for a package to be delivered with the "Globalpost" tariff?

    For the "Globalpost" tariff, the average delivery time for parcels is 25-30 days.

  • When do you send parcels using the "Globalpost" tariff?

    Эти посылки отправляются из США два раза в неделю: по вторникам и четвергам.

  • What are the weight and size limits for parcels?

    For the «Globalpost" tariff:
    Weight limit - 30 kilograms. Size limits - length no more than 103 cm, the sum of length and girth is not more than 194 cm

  • Is it possible to insure a parcel sent via Globalpost?

    Yes, insurance will cover the total loss of the package.

  • Is insurance required and mandatory?

    Shipment insurance is NOT mandatory.

  • How much is insurance?

    The current cost of insurance for your tariff and your type of shipment can be viewed in our Shipping cost calculator .

  • Are there any items that cannot be insured? Or goods that have some kind of insurance restrictions?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is the insurance payment made?

    If you want to make a claim and get a refund, you need to contact the support service from your personal account (write a ticket) no earlier than 30 days after the package has been shipped. Claims will be considered within 30-60 days.

    Please note that Prostobox is not the one who insures these types of shipments. Therefore, we do not make decisions on payment, but the courier company does.

  • What items cannot be delivered?

    The following are prohibited for shipment:

    - Batteries and accumulators (separate from the devices for which they are intended)
    - Flammable materials and objects (fuel, lighters, nail polish, oils)
    - Any military or non-military goods, including equipment, components, ammunition, thermal imagers
    - Explosive substances
    - Any knives (even penknives), swords, axes, as well as bows, crossbows, clubs
    - Equipment for paintball
    - Plants and seeds, fertilizers
    - Vitamins, dietary supplements, medicines
    - Animals, any products for animals (including feed)
    - Perishable goods, food
    - Alcohol
    - Money, documents, bonds, checks
    - Bank cards, lottery tickets
    - Equipment for video surveillance
    - Cartridges for printers.

    If you have any questions, before processing the package (and even better - even before purchasing goods) consult with our operators. It's free. To do this, contact the support service in your personal account.

  • Where do parcels delivered using the "Globalpost" tariff go?

    "For the «Globalpost" tariff - parcels will be delivered to the nearest address of the state post office.

  • Is it possible to track packages shipped via Globalpost?

    Yes, all shipments sent with Prostobox support parcel tracking. The tracking number will be provided to you as soon as the parcel is sent from the warehouse. Shipments can be tracked on both the DHL and Prostobox websites. USPS

About our warehouse
About parcels
  • Is it possible to combine several parcels in an order to send them all together from the warehouse?

    Yes, we combine parcels in the following tariffs: _name of new suitable tariffs_

  • Can you split an incoming parcel into several ones?

    Yes, but this is a paid service and has a number of limitations. We can divide the package into numerical parts (into 2/3/5 parts, 2/3/5 items each, and so on), but without dividing the goods by article, size, price, or color. Please note that this division service is only available for the ______ tariff. The request for division is submitted through the gear icon next to the incoming package or when adding trackers to the expected packages.

  • How will the parcel be sent after it is divided?

    In the event that the division service was ordered, sending is possible only with the ______ tariff. To ensure the safety of the goods in transit, we recommend ordering additional shipping packaging for goods. The ordering of this service is carried out before the parcel is sent for assembly (i.e. after the division service is completed) by clicking on the gear icon next to the parcel and selecting the option, "Add additional shipping package".

    This service is available only for parcels that are entered into the client's personal account after the division service.

    For all other parcels, the option of additional packaging is not available.

  • How do I find out what is inside the parcel received at the warehouse?

    In order to know what is inside a parcel received at the warehouse, check the tracking number of the received parcel with the tracking number in the account of the store that sent this parcel. Look for an email from the store to see which store sent the order and what exactly was in the package.

    You can also order a ""What's in the package"" photo. To identify the composition of the parcel, you can apply for the service of parcel contents. It is applied by clicking on the camera icon next to the parcel or when the parcel is registered in the expected parcels. Photo requests are processed within 24-48 hours.

  • How long are parcels kept at the Prostobox warehouse?

    Parcels that have arrived at the Prostobox warehouse can be stored in the warehouse free of charge for 45 days. Parcels awaiting payment can be stored free of charge in the warehouse for 7 days. Further storage is paid at the rate of one US dollar for each day of additional storage. The maximum storage time at the warehouse for an incoming parcel is 90 days; for a ready-to-be-shipped parcel, 15 days. If the storage of parcels are not paid after these periods, the parcels may be disposed of.

    The maximum storage time at the warehouse for an incoming parcel is 90 days, for a ready-to-be-shipped parcel - 15 days. If the storage of parcels is not paid, after these periods the parcels may be disposed of.

  • Why enter the tracking number of the parcel in your personal account?

    When you make a purchase at a store, you need to register the expected package in your personal account, indicating its tracking number.

    If you want to use the ______ tariff, you need to insert the parcel's tracking number before the parcel arrives at the warehouse. And it is important to immediately fill out the declaration and other relevant information necessary for the preliminary registration of the parcel.

    If you are going to use the ____ tariff, it is not necessary to register a tracking number before the parcel arrives at the warehouse; however, it is desirable. At the same time, you can order a photo or other additional services.

    Registration of a tracking number is necessary, as this will allow you to automatically enter the parcel into your personal account and can reduce the registration waiting time up to 24 hours.

    If you have not entered your package as expected, we can still determine its ownership. However, if there is no STE number, the package will fall into the unidentified category.

    If a store has sent your order in different parcels, then you must enter each parcel that is expected separately. Upon arrival at the warehouse, each parcel will also be registered and sent independently.

    Upon receipt at the warehouse, each parcel will be registered and can be sent individually.

  • The parcel arrived at the warehouse, but did not appear in my account. What should I do?

    A received parcel is usually displayed in your personal account within 24-48 hours after it arrives at the warehouse. If you know that your package has already been delivered to our warehouse, but it has not been added to your account within 24-48 hours, please contact our Customer Support Service.

    After we receive your parcel at the warehouse and register it, you will receive a confirmation email. Information will also be updated in your personal account on Prostobox.

  • The weight of the parcel does not match. What should I do?

    The US Postal Service does not check the weight of packages when it is shipped.

    Most of the purchases that come to our warehouse do not correspond to the weight declared by the store in either direction.

    We always weigh all parcels after they arrive at the warehouse.

    We can only be responsible for the weight of the package registered at our warehouse.

    If you notice a significant difference in weight upon receipt of your parcel, order a photo of the contents of the parcel. This photo can be ordered from your personal account. Photos will be taken within 24-48 hours.

  • How quickly do I need to pay for the package after invoicing?

    You should pay for shipping soon after your package has been received and weighed. This can be done in your personal account in the "To be sent" tab in the Parcels section.

    If you do not pay for the delivery within 15 days from the date of the invoice, the parcel may be disposed of.

  • How to remove Coca-Cola, sweets, and other additional goods from the parcel

    After sending the parcel for assembly, additional goods cannot be removed from the parcel.

  • Is it possible to send parcels to another person's name?

    Yes, but you need to specify information about the recipient; that is, the person who will receive the package, his passport information, TIN, full name, etc.

  • How and where do I track my parcel?

    When a parcel is sent to your address, on the main page of your personal account, next to the tracking of the parcel, there will be a link to check the status. Click on it to track your package.

    If your parcel is not tracked or the tracking status has not been updated for more than 10 business days, you can contact our support team to send a request to the direct parcel carrier in order to clarify the information on the delivery of the parcel.

  • How long does it take for a parcel to be stored at a pickup point and Postamat in Russia?
    • At the pickup point - up to 14 days.
    • Shelf life in parcel lockers 5 Post - 7 days.
    • 3 days at PickPoint.

    Extension:

    • In 5Post, you can extend the storage period by a maximum of 2 days
    • At PickPoint - a maximum of 3 days.

    Please note that the extension of the storage period is a paid service.

  • How to receive a parcel at a pickup point or post office

    After a parcel arrives at the pick-up point or post office, it is important to receive it in accordance with these instructions. It will help protect your rights in case of damage to the contents of the package or lack of attachments.

    Upon receipt of the parcel at the pick-up point:

    1. Upon receipt of your parcel, it must be carefully examined from all sides
    2. If you find a wrinkle in the outer packaging, reglued wrapping tape, unclear tears, or you suspect that the package has been opened and reglued, you must report mail tampering;
    3. After receiving the Commercial Act, you must notify the Pickup point employee that you want to open the package and inspect the contents. In this case, the Pickup point employee must draw up a Inspection report, which must indicate his position and full name. The name, cost, quantity of what is damaged or missing should also be indicated. The act must be certified by the signature of the Pickup point employee;
    4. If there are no jams, no signs of opening, but you suspect that the weight is less than the specified one, reweigh the parcel (if possible) and notify the pick-up point employee that you want to open and check the contents, and if this fact is found, the pick-up point employee must draw up inspection act, in which he must indicate that the act was drawn up at the request of the client, that the box was not externally damaged, but when inspecting the contents of some goods, it was not available;
    5. After compiling all the documents, you need to inform us about the problem and send the completed:
      • Commercial act (if there was a fact of external damage)
      • Inspection act
      • Photo of the parcel or the place of damage

    Upon receipt of a parcel in a post office:

    1. Upon receipt of the parcel, it must be carefully examined from all sides. Each postamat is equipped with video cameras, but it is highly desirable to have a phone (or other recording device) with you. So you can fix the opening of the parcel;
    2. If you find a wrinkle in the outer packaging, re-glued wrapping tape, unclear tears, you have a suspicion that the parcel was opened and re-glued, you must immediately open the parcel on the spot with video recording of both the presence of damage to the outer packaging and the composition of the parcel;
    3. If there are no jams, no signs of opening, but you have a suspicion that the weight is less than that indicated by us, we also recommend that you check the contents of the parcel by filming the unpacking on video (immediately near the parcel terminal);
    4. Even if there are no external defects in the packaging of the parcel, we recommend opening the parcel with video recording. This is extremely important to do immediately upon receipt, immediately after the parcel is removed from the box;
    5. In case of a problem, please contact support service by uploading all photo/video materials to submit a claim to the carrier and initiate an investigation into the insured event.

About delivery
  • How to arrange delivery?
    • specify the recipient's passport data
    • indicate the TIN number
    • fill out a declaration for EVERY product in the parcel: be sure to indicate links to each product, product SKUs (ASIN, SKU, and so on. If you cannot find the SKU, you can duplicate the link to the product in the SKU field, product names in _language_ and English and their cost, as well as brand
    • optionally choose additional services, put cola, sweets or other additional goods in the package.
    • replenish the balance in your account and pay for shipping.
  • Is there a courier delivery to the house?

    No. Delivery is possible to the pickup point or a postamat.

  • Where can I see a list of pickup points and postamats?

    Boxberry pickup points can be found on our website at this link.

About balance and payment
  • How to replenish the balance?

    You can replenish the Prostobox balance in your personal account https://prostobox.com/new-user-room/balance/. Prostobox does not charge a commission for topping up the balance from $10

  • Is it possible to replenish the balance with a card other than my own? (card of husband, mother, etc.)

    No. The main rule when replenishing the balance is that the owner of the personal account must replenish the balance. If we have the slightest suspicion that third parties are paying for our services, we may ask you for passport details and payment verification. If the fraud is confirmed, your account is immediately blocked and the goods are returned to the store.

  • How to replenish the balance without commission?

    Replenishment of the balance at Prostobox always occurs without commission when replenishing from $10

  • What are the ways to replenish the balance?

    На Простобоксе доступно пополнение баланса через Qiwi и российскими картами, а также через PayPal и картами Visa или Mastercard, выпущенными за пределами РФ.

  • Можно ли вывести средства с баланса в Простобоксе?

    Yes, you can request a balance withdrawal here. We carry out the withdrawal of funds within three working days from the date of receipt of the application.

    Withdrawal from the balance is carried out by processing a refund of the initial payment. If you need to withdraw funds from the balance, which exceed the amount of replenishment through the card, or if the deadline for registration of the initial payment refund has passed - the withdrawal is possible to the PayPal account. To make a withdrawal to PayPal, you need to specify details of your PayPal account.
    Note that when withdrawing funds entered through QIWI, refunds are made minus the commission, which was paid when depositing.
    We do not withdraw money by direct transfer to plastic cards or WebMoney and reserve the right to request passport data to avoid cases of fraud.

About the declaration and parcel registration
  • How to fill out a customs declaration for delivery to _country_?

    The declaration is filled in for EVERY product in the parcel: it is necessary to indicate links to each product, article numbers of goods (ASIN, SKU, and so on, product names in _language_ and English and their cost, brand. When filling out the declaration, you must indicate links to EVERY product in the parcel, article numbers all products (ASIN, SKU, etc.), product names in _language_ and English

    If you can't find ASIN, SKU - insert the link to the product into this window again.

    If you bought a product at a discount, it is better to give a link to a receipt from the store or a screenshot of the order from the store instead of a link to the product so that the name of the product, quantity and its cost are visible. In order to specify a link to a screenshot of the order in the product link field, you must first upload it to any file hosting service for free viewing, or use a program like Joxi, which can be downloaded and installed on your computer.

    When specifying several units of the same product of the same article, the total cost is indicated, not per unit.

    If the parcel contains gifts from the store that are not indicated in the product description, they must be declared on a separate line, indicating a symbolic value of $1.1. In the product link field, you need to specify a link to a screenshot of the order.

    The declaration cannot underestimate or overestimate the value. Specify strictly the real price of goods.

  • How to change the declaration of the collected parcel?

    We can make changes to the declaration of the collected parcel only in exceptional cases. This is a paid service. Contact the support service before paying for the shipment of the parcel.

  • Can I underestimate the value of goods in the declaration?

    No. Deliberately understating the value of goods in the declaration leads to a fine of $50. If such a parcel is nevertheless sent by us, the recipient will be fined by the controlling authorities, and the parcel may be confiscated.

  • Can I not fill out a declaration?

    No. It is mandatory to fill out a declaration for each item in the parcel. If a store adds gifts to your order, they must also be indicated in the declaration.

  • Do I need to fill out a declaration for candy and cola, which I ordered from you on the additional services page?

    No. We fill in the declaration for additional goods that you can put in the parcel during its formation. The cost of candies, Coca-Cola and other goods is added to the cost of goods in the parcel.

About customs duty
  • Do I have to pay customs duty?

    Yes, but only if the value of the goods in the parcel exceeds the customs limits of the receiving country.

  • How to pay customs duty?

    Customs duty is paid online. The invoice is issued by the customs broker after the parcel arrives at the customs of _country_. A check will be sent to the recipient's email with the data for payment of the customs duty.

About prohibited goods for shipment
  • What packages are not allowed to be sent

    We do not accept parcels that require payment by the recipient (that is, us). We do not allow sending business letters, documents, bank and other payment cards to our address.

  • What can and cannot be sent using Prostobox to _country_?

    You can send clothes, shoes, electronics, toys. You cannot send purchases that can be regarded as commercial cargo (if there are many identical goods in the package), jewelry, furs and commercial electronics. You can not send military goods (neither guns, nor military shoes), you can not send alcohol-containing products (including perfumes, nail polishes) and aerosols.

    Do not ship batteries or rechargeable batteries (separate from the main unit). No more than two devices (screwdrivers, drills, etc.) with two lithium batteries included with each of them are allowed in one parcel. Please note that sending the “device + 2 batteries” packs is possible only with factory kits. All items prohibited from international shipment are banned.

    Some goods will require approval from customs brokers, which may increase delivery times.

    When buying beauty boxes with a random composition that is not disclosed by the store (for example, from Ipsy) for declaration and delivery through private logistics, you must first order a photo of the package's attachments before placing the package for shipment. After receiving the photo in the declaration, you must specify the full list of goods, for example:

    • Description in English "glam bag (lipstick, eye brush, mascara, eye liner, brow liner, shadow pallet);
    • Description in _language_: "beauty bag (lipstick, brush, mascara, eyeliner, eyebrow liner, eyeshadow palette).

    Please note that the tariff For economical in this case will not be available for delivery.

  • What happens if the warehouse receives goods that cannot be sent?

    Items that are not shippable can be sent back to the store if the terms of purchase imply this. Sending is carried out at the expense of the Client. A $10 refund plus US shipping if there is no prepaid label.

  • I have doubts whether you will deliver the selected item. What do I do?

    Send us a link and we will coordinate the delivery of the goods with the broker. The link can be sent to our social networks or in a message to the support service.

  • How to return goods to the store?

    We can return the purchased item back to the store for a fee. Refunds can be made in your account. $10 refund plus US shipping if there is no prepaid label.

    In the case of a return within the United States, we are not responsible for the delivery of the package to the address indicated by the sender, including tracking the package using the tracking number.

About insurance
  • Is there insurance of delivered parcels to _country_?

    Yes. All parcels are insured for the amount of the declaration. Insurance is mandatory. Parcels from individuals, including those from the eBay auction, are insured only against total loss. To insure such a parcel against theft or damage, you must additionally order a photo of the contents of the parcel in the warehouse. In the event that the seller did not provide the goods with high-quality packaging, and the goods were damaged in transit, insurance compensation is not made by the carrier.

  • Does insurance cover theft of parcel contents?

    "Yes. The insurance covers both cases of non-delivery of the package (complete loss) and theft of attachments.
    Parcels from individuals, including those from the eBay auction, are insured only against total loss. To insure the parcel against theft or damage, you must additionally order a photo of the contents of the parcel in the warehouse. Damage insurance is provided only if there is a high-quality and proper packaging of the goods from the seller.

  • How much is insurance?

    "The cost of insurance depends on the value of the goods according to the declaration. Insurance is not mandatory.
    The cost of insurance against loss, non-delivery of the package, or theft of parcel contents depends on the value of the goods in the package.
    up to $100 – $3, up to $500 – $5, up to $1000 – $7.5, from $1000 – $15
    The shipping cost insurance is $3 for every $100 of shipping cost.

    Parcels from individuals, including those from the eBay auction, are insured only against total loss. To insure such a parcel against theft or damage, you must additionally order a photo of the contents of the parcel in the warehouse."

  • Are there any items that cannot be insured?

    Items that are not subject to insurance or have restrictions on insurance:

    • antique items
    • Items from eBay (insurance against loss only)
    • Fine gold or silver jewelry
    • Watches
    • Candles
    • Monitors, monoblocks and televisions
    • Lamps
    • Ceramic products
    • Diamonds and other precious stones
    • Glass containers and glassware (insurance only against loss)
    • Suitcases of all kinds, including special packing cases for transporting musical instruments, are excluded from damage insurance.
    • Musical instruments
    • Audio speakers
    • Stamps
    • Food
    • Collectibles
    • Fragile beauty products (including shadows, powders, and so on)

    Risky items such as glass, fragile plastic, ceramics or porcelain, candles, lamps, monitors, etc. can be damaged in international shipping and are not insured against damage, but only against total loss. We check the packaging of fragile items, it is also possible to order a sticker "fragile cargo" and additional packaging, but even this does not guarantee the delivery of fragile items in one piece.

    Damage insurance is not provided in cases where the goods are damaged due to poor quality, unreliable or inadequate packaging by the seller. For example: glass goods in a postal package; liquid cosmetics without additives packaging and protection against leakage with shipment in a bag; fragile goods sent by the seller in a package or postal envelope; sending goods in a box that does not correspond to the size of the goods (the goods move freely in the box, as a result of which the goods were damaged); the absence of intermediate materials in the box that protect the goods from free movement in the box. In the event that the goods are sent by the seller in unreliable packaging, the parcel is insured only against loss.

    Insurance for goods sent after splitting the incoming parcel without the "Package of the parcel in the shipping package" service provides only cases of complete loss. Such shipments are not insured against damage or theft of attachments.

    The insurance does not cover damage to factory or other product packaging, including blister packs of toys, cosmetics, and so on.

  • How is insurance paid out?

    "If you wish to make a claim on the parcel, you should apply through tickets no earlier than 30 days after the parcel was sent. The terms for considering claims are at least 30 and no more than 60 days.
    The decision to pay out insurance is made by the postal operator. Our company does not make decisions on the payment or non-payment of compensation."

About Miscellaneous
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3981527 Registration number
В партнерстве с GTFS Group Limited
Unit 617, 6/F, 131-132 Connaught Road West, Solo Workshops, Hong Kong

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