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Self-service shopping at US online stores, shipped to our warehouse address
Incoming packages can be stored at the warehouse for up to 140 days: 70 days free and 70 days paid. The paid storage fee is $0.5 per day. On the 141st day, the unclaimed package is disposed of. If there are insufficient funds in the account, a negative balance will appear, which must be paid off before the package is shipped.
Packed parcels (processed but unpaid) are stored for 21 days: the first 7 days are free from the moment the invoice is issued, and 14 days are paid. The paid storage fee is $1 per day. On the 22nd day, an unpaid parcel is disposed of. If there are insufficient funds in the account, the balance goes negative and must be cleared before the parcel is shipped.
Express packing is completed within 7 working hours of the warehouse from the moment the service is paid for.
Express packing helps the parcel get into the nearest possible shipping batch sooner, but does not guarantee inclusion in the nearest batch specifically. Payment for express packing is not a payment for guaranteed inclusion in a specific shipment.
If express packing was not completed within the allotted 7 working hours, the cost of the service is refunded to the client's balance.
The "Virtual Address" service allows you to make purchases in US online stores on your own directly, without our assistance in placing orders.
This lets you save on the service and payment system fees, as well as independently control the entire purchasing process. You can use promo codes to get discounts and shop through rebate services to get part of the money back on your order.
If you want to know whether there are any additional charges beyond the parcel consolidation cost, we don't charge any fees for consolidation.
If you want to know whether any documents are needed to start using the service, then no – we do not request any documents.
As for restrictions, we only accept purchases made by you personally, without the use of third-party cards (friends, acquaintances, etc.). We do not accept parcels that require payment by the recipient (i.e., us), nor do we provide an address for forwarding business letters, documents, bank cards, or other payment cards.
If you are looking for your unique address to enter at the store, you can find it in the «My US Address» section (My Account → Virtual Address).
The most important part of the address is the suite number (ste), which we use to identify your package. Make sure to include it when placing an order at the store.
If you need to register a package sent to your address, go to the «Expected Packages» section (Account → Virtual Address) and register the expected package by providing the tracking number.
If you want to return your purchase to the store, that option is available – but it is a paid service. Contact our support team to clarify the details.
If the return is made within the USA, we are not responsible for delivering the package to the address provided by the sender, nor for tracking it by the tracking number.
If you'd like to partially split an incoming package, this option is available, but the service has limitations. We can divide the package in half (50/50), but without separating items by SKU, size, or color.
If you need to separate 1-2 items and register them as a separate incoming package, that's also possible. For splitting requests, please contact us via tickets in your personal account.
If you didn't add the package as expected, we'll try to identify its owner (for example, by the suite number on the package).
If the suite number is missing (in some cases stores may truncate shipping addresses), such a package will go into the list of unidentified ones.
If your package has already been delivered to the warehouse but hasn't appeared in your account for more than 24–48 hours, contact us and provide its tracking number.
If the store shipped your order in multiple packages, each of them needs to be added to the system as an expected package separately. Once they arrive at the warehouse, they will also be registered individually.
If the package isn't showing up in the system even though tracking says it was delivered, wait 24-48 hours after it arrives at the warehouse – it will appear automatically.
When a parcel arrives at the warehouse, we identify its owner by the tracking number you registered for the expected parcel or by the suite number (ste). Once identified, the parcel is weighed and placed in a dedicated area reserved for your purchases.
If the package does not appear in your account 48 hours after delivery, enter the tracking number in the package search bar in your personal account under «Packages» → «Search incoming (by tracking)».
If the package has already been received at the warehouse but is not linked to your account, the system will notify you, and the package will automatically appear in your personal account within 24 hours after processing.
A notification about the parcel's arrival at the warehouse is automatically sent to the email address provided during registration, immediately after it is received. You can also view the list of all your received parcels at any time in the «Parcels» section of your personal account.
If you want to find out the contents of a package that has arrived at the warehouse, start with tracking: you can match the incoming tracking number with the order number in your store account or in the shipping confirmation email. This way you'll understand exactly what has arrived.
If you need to be completely sure, you can order a photo of the contents. To do this, go to the «Packages» section and order a photo of the contents (the option is located to the right of the incoming package number). The photos will be ready within 12 hours.
If all items have already arrived at the warehouse, you can proceed to creating an outgoing parcel. Once you confirm the recipient's details and fill out the declaration, the parcel will be sent for assembly – where it will be packed and weighed.
Once the weight is recorded, the amount due will appear in the «To be shipped» section.
After the shipping payment is made, the parcel will be sent to you according to the schedule of the selected service.
If you want to change the contents of your parcel or choose another shipping service after it has already been sent for packing, this can only be done in exceptional cases. Each parcel is packed for the shipping service you selected, sealed, and prepared for dispatch, so modifying it is more difficult.
Changing the contents of a parcel or reissuing it for a different shipping service are paid services. You can review the rates in the corresponding section of your personal account.
Sending packages within the USA is only possible for cases of exchange or return of goods to US stores.
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