How the balance works and how to top up your account
The balance in your account works like a wallet in dollars. First, you add money there, and then payment for purchase, shipping, insurance, and warehouse services is deducted from it. There is no need to enter your card every time.
You can add funds using the following methods:
Which ones are available to you can be seen on the top-up page: the selection depends on the country.
We don’t charge anything for adding funds to your balance, there is no commission.
The money usually arrives within a couple of minutes. If it’s stuck longer and the bank shows a charge, send us the receipt or a screenshot, and we’ll find the payment and credit it manually.
We calculate in dollars because we pay for goods, warehousing, and shipping in the USA. If you pay in rubles, the conversion is done by your bank at its own exchange rate at the time of payment.
You can request a refund of the money from your balance in your personal account. We use the exchange rate at which you topped up your account. Please note two things: the payment system may charge its own fee, and the bank will not always send a refund notification, so check your account. We withdraw partner funds at the Central Bank exchange rate on the day of withdrawal.
The negative balance on your account comes from services that we have already provided, but there wasn’t enough money to cover them. Most often this is paid storage, when the box waited a long time to be shipped. As long as the debt remains, the package won’t be sent, and after topping up, the negative balance will close automatically.
The payment didn’t go through, so use another method from the top-up page, usually that works right away. If none of the methods work, write to us, and we’ll figure it out together.
Cashback is credited to your account: we award it for shipped packages, and then you spend it on services or withdraw it. A promo code discount is not credited to your account; it reduces the shipping bill itself. Details are in the cashback section.
The bonus account is different in that we add money to it manually, not you. You top up your regular balance by card or bank transfer, while bonuses come from us: for a promotion, for participating in something, or as compensation. They only work within the service.
Bonuses go toward paying for services: shipping, warehouse goods, warehouse services for your package. How much of the bill the bonuses will cover is shown at the time of payment. They cannot be withdrawn to a card or wallet.
Bonuses do have an expiration period, each accrual has its own, and after it the remaining balance is written off. The expiration date is visible in the bonus account history, so it's better to use the bonuses for your next shipment.
You can check your bonus balance in your account, in the history of accruals and write-offs. The operation times there are in Delaware time, where our warehouse is located.
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