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Current service status updates

Features of buying in the USA and shipping during sanctions

General questions

• Are you open?

  Yes, we are working, our warehouse and all services are functioning as usual. Packages are accepted, stored, consolidated and shipped from the warehouse within the established timeframes.

  All up-to-date news about the service's operation 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 from shipping to Russia has changed. Limits have also been introduced on the maximum value of goods that can be sent to Russia. Please review the list of prohibited items before placing an order or purchasing items yourself.

• Can I pay for an order in a US store with my card?

  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.

  • Service fee: 7% of the cost of goods from one store, but no less than 7 dollars.
  • Purchases from «tricky» stores [link] cost 10%, but no less than 10 dollars.
• What exchange rate is used to convert rubles to dollars?

  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

• Can you pay for my order from my account in the store using your American card?

  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.

• Can you pay for a website subscription on my behalf?

  If you'd like to know whether we can pay for a website subscription on your behalf, please note that we do not provide such a service.

• Why is my order taking so long to be purchased?

  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:

  • whether the order can be purchased if shipping to the warehouse is paid,
  • whether a change in the product price is acceptable (specify the maximum price),
  • whether the order can be purchased without certain items,
  • whether to purchase the order if the promo code doesn't work.

  You can also use the "Expedited Purchase" service. It is paid, but it guarantees that the order will be purchased very quickly.

• Can I top up the balance in dollars from my dollar account?

  If you want to top up your balance in dollars from your dollar account, this is only possible with cards from foreign banks.

• How does money withdrawal from the account work?

  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.

  • If the money was accumulated through the affiliate program, withdrawal is processed at the Central Bank rate on the day of withdrawal.
  • We reserve the right to process refunds at the current rate if the difference between the deposit and withdrawal rates exceeds 10 rubles or in force majeure circumstances.

  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.

• Why can certain items be shipped through another mail forwarder, but not through you?

  If you want to understand 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 items to Russia that could be held at customs due to sanctions.

  You can find more information about prohibited items and value limits [here].

  We also don't recommend understating the value in the declaration: if such a parcel gets selected for inspection, the entire batch will be held, which will create problems for many customers and result in additional costs for the sender.

• How have the delivery routes changed?

  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.

• My package is stuck. What should I do?

  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 clearance stage and inspector review.