Features of buying in the USA and shipping during sanctions
Our warehouse and services are operating as usual. Packages are accepted, stored, consolidated, and shipped from the warehouse within the established timeframes.
All up-to-date news about the service can be read in your personal account on our website. The news section is located below your American address.
Due to the imposed sanctions, the list of items prohibited for shipment to Russia has changed. There are also limits on the maximum value of goods that can be shipped to Russia. Please review the list of prohibited items before placing an order or purchasing goods on your own.
If you want to pay for an order in a US store with your card, in most cases cards from Russian and partially Belarusian banks currently don't work in foreign stores. If you have a card from a foreign bank, you can pay for your purchase in the US as before.
If you don't have a card from a foreign bank, our operators (our in-house buyers) will purchase items from US online stores for you.
If you want to know the exchange rate used when converting rubles to dollars — the conversion is done at our internal rate. It's based on the current Central Bank of Russia rate plus a markup covering international transfer costs. The internal rate may change depending on the situation.
You can always check the current rate in your personal account when topping up your balance
If you'd like to pay for an order from your store account using our American card, this option is not available. Operators can only purchase items from our service's accounts, not from customers' personal accounts.
If you'd like to know whether we can pay for a website subscription on your behalf, then no – we don't provide such services.
If you want to understand why your order is taking so long to be purchased, processing can take from 2 to 48 hours, depending on the store, the number of orders, and sales.
To speed up the process, specify in the comments:
You can also use the "Expedited Purchase" service. It is paid, but it guarantees that the order will be purchased very quickly.
If you want to top up your balance in dollars from your dollar account, this is only possible with cards from foreign banks.
If you want to know how money is withdrawn from your account, withdrawals are processed at the same exchange rate used for the deposit.
Important: The payment system may charge a fee when returning funds to your account. Check your account balance, as refunds are not always accompanied by an SMS notification.
Important! Withdraw money by submitting a request in your personal account. Opening a dispute with the bank will lead to freezing of funds in the account, and we reserve the right to refuse further services.
If you're wondering why another mail forwarder can ship certain items while we can't – we strictly follow safety rules and customs requirements. That's why we don't ship to Russia items that may be held at customs due to sanctions.
You can find more details about prohibited items and value restrictions [here].
We also do not recommend understating the value in the declaration: if such a parcel gets selected for inspection, the entire batch will be held, which creates problems for many customers and leads to additional expenses for the sender.
If you want to know how delivery routes have changed: before February 2022, many tariffs flew on direct Aeroflot flights. Now all parcels fly through transit countries. This has almost no impact on delivery times.
If your package is stuck and the status hasn't changed for a while, just wait. If the status doesn't update for a week or longer, it doesn't mean the package is lost. Delays can occur during transit, customs inspection, or at the pre-customs processing and inspector review stage.
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