Package return, re-export, return of goods to a US store, compensations and contacting support.
Rules depend on the tariff.
Universal and Economy tariffs. The carrier stores the package for 15 days. An unclaimed package is returned to our logistics hub in Europe, from where it can be re-shipped. Return to the USA is not possible; re-shipping is possible only to Russia. Re-export and re-shipping are paid services. If re-shipping is refused, the package is disposed of; the disposal cost equals the re-export cost. The recipient and delivery address can be changed within Russia for an additional fee. Changing data in the declaration is not possible.
CDEK tariffs (Superfast, Fastbox, Express).
If the package was not collected from the parcel locker in time, it is moved to the nearest pickup point — check the exact address with support. CDEK tariffs do not have re-export: if the package is unclaimed and within 5 days after the end of storage, paid extension has not been agreed upon, it is subject to disposal. Disposal is free.
USPS, FedEx, DHL tariffs.
Re-export is paid separately.
When the package is returned and becomes available for re-shipping, we will write to you in the ticket and indicate the cost of re-export, re-shipping, and possible additional actions. Re-registration deadlines are tight and set by logisticians — it is important not to miss the ticket from us, provide the data in time, and pay for the service.
Re-export is the return of the package to our logistics hub in Europe or to the warehouse in the USA (only for USPS, FedEx, DHL), when the customs of the recipient country did not clear it (prohibited item, exceeding the duty-free import limit, error in the declaration, etc.) or the package was not picked up on time and the storage period at the post office has expired.
The re-export period is usually 2–6 months, in some cases up to six months, depending on the carrier and the country. The period is determined by the logistics companies; we cannot speed it up.
First of all, it is important for the recipient to independently track the delivery stages of USPS, FedEx and DHL packages.
USPS tariff. If the package is returned to the warehouse (the reason is usually indicated on the postal label), the cost of the original shipment is not refunded. The package is added to the personal account as a new incoming one. Two options for resending are available:
FedEx and DHL tariffs. The original delivery cost is not refunded. You need to independently track the package return and periodically check in the ticket whether it has arrived at the warehouse. Re-export is a paid service; the invoice is issued by logistics specialists 1–2 months after the physical return of the package to the warehouse. After paying the invoice, we add the package to the personal account, and it can be re-registered for shipment. It is impossible to add the package to the personal account before paying for re-export.
When the package is returned to the warehouse in the USA, you receive a notification in the personal account and by email (automatically for USPS; for other tariffs, it is better to track independently). Available actions:
Yes. After the package arrives at the warehouse in the USA after re-export, you can specify the recipient's address in any country we deliver to. The cost is recalculated according to the tariff of the selected country.
Any type of insurance is lost upon re-export.
The insurance value of the parcel is preserved until the parcel receives the status of being sent for return — during the return journey the insurance no longer applies. Upon disposal of the parcel, the insurance amount is not returned to the balance.
Returns are possible only for self-purchases. Items purchased by our operators through the purchasing service cannot be returned to the store — only in case of obvious defect or mismatch.
If the item is still at our warehouse in the USA and has not been sent in a package, return is possible. You will need a return label from the store or an address for return.
Our return commission is $10.
If the store has issued a prepaid return label — only our commission is paid. If there is no label, we can help generate it: for this, the full return address is needed (recipient, address, postal code, phone, email). In this case, the cost consists of our commission and the cost of shipping within the US — it is calculated individually and depends on the delivery address and the package dimensions.
The service is paid from the balance in the personal account.
Return periods depend on the store. As a rule — up to 30 days from the date of purchase. The client arranges the return directly with the store, as the purchase is personal and we cannot know in advance whether the return window has closed and whether a return is possible in a specific case (defect, wrong size, didn't like it, no longer needed).
If the store's return window has already closed, we will not be able to arrange the return.
The store refunds the money directly to your bank card or the payment method you paid with. They do not come to our balance.
The timeframe is usually 3–14 days after the store receives the return. If the store has not refunded the money within this period — contact its support; we cannot influence this.
Yes, if the return window allows. The item can be returned to our warehouse in the US at your own expense, and from our warehouse arrange a return to the store according to standard rules and with our commission. For shipping from Russia to the US we recommend Russian Post or BoxBerry.
We recommend using the "contents photo" service upon receipt to ensure that the store sent the correct item of proper quality.
If necessary:
If the item was damaged during transportation (and not at purchase) — see the "Refunds and compensations" section above.
If funds were charged from your balance for a service you did not order or that was not provided (for example, storage payment when delivery was paid on time, express assembly for a regular assembly, additional services), create a ticket with the subject “Refund” and specify:
We will check the charge and refund it to the balance within 1–3 business days.
Balance withdrawal is available through the «Balance withdrawal» section in your personal account.
The withdrawal is carried out in the same way the balance was topped up (to the same card or wallet).
Commission:
Yes, if insurance was purchased (it is included automatically on most tariffs).
You must:
Without an official report from the postal or courier service, it is impossible to file and receive an insurance payout.
Procedure:
Timeframes:
If the purchase is independent — no need to write to us, the issue is resolved directly with the store.
If the order was placed through our buyer or operator — create a ticket with the subject «Return», describe the nature of the claim and attach photos and videos.
Response time (business hours, MSK):
If the issue is urgent (the store's return window is expiring, perishable contents) — add the note «URGENT» to the subject.
Payment methods:
Carriers:
