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Returns and re-export

Package return, re-export, product return to US store, compensation, and support requests.

Returning a parcel from the recipient's country

• What should I do if I didn't pick up my package at the pickup point or post office?

  The rules depend on the shipping method.

  Universal and Econom shipping methods. The carrier stores the package for 15 days. Unclaimed packages are returned to our logistics hub in Europe, from where they can be re-shipped. Returning to the US is not possible; re-shipping is only available to Russia. Re-export and re-shipping are paid services. If you decline re-shipping, the package will be disposed of, with the disposal fee equal to the re-export fee. The recipient and delivery address can be changed within Russia for an additional fee. Changes to declaration data are not possible.

  CDEK shipping methods (Superfast, Fastbox, Express).

  • Parcel locker — 3 days. Extending storage in a parcel locker is not available.
  • Pickup point — 7 days, with the option of paid extension ($0.5 per day).

  If the package is not picked up from the parcel locker on time, it is moved to the nearest pickup point — please check the exact address with support. CDEK shipping methods do not offer re-export: if the package is unclaimed and paid extension is not arranged within 5 days after the storage period ends, it will be disposed of. Disposal is free of charge.

  USPS, FedEx, DHL shipping methods.

  • FedEx and DHL — courier delivery. Several delivery attempts are usually made (most often up to three). Unclaimed packages are returned to the US.
  • USPS — delivery to a post office, with a storage period of 15 days. Unclaimed packages are returned to the US.

  Re-export is paid separately.

  When a package is returned and becomes available for re-shipping, we will message you in a ticket and specify the cost of re-export, re-shipping, and any possible additional actions. The re-processing deadlines are tight and set by our logistics team — it's important not to miss our ticket, provide the necessary information on time, and pay for the service.

• What is re-export and how long does it take?

  Re-export is the return of a parcel 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 parcel was not picked up in time and the storage period at the post office 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, and we cannot speed it up.

• What happens to the package after re-export?

  First of all, it's 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 shipping label), the cost of the original shipment is not refunded. The package is added to your personal account as a new incoming one. Two reshipment options are available:

  1. Free. After the return to the warehouse, create a ticket and request reshipment using the same shipping label without additional payment. The warehouse removes customs notifications from the package and hands it over to the courier again. Important: with this option, package tracking is unavailable until it arrives in the destination country, all types of insurance are lost, and there remains a high probability of repeated return to the warehouse.
  2. Paid (recommended). Re-register the package as a regular incoming one and ship it with a different tariff (FedEx, DHL). The new shipping cost for the selected tariff is paid.

  FedEx and DHL tariffs. The original shipping cost is not refunded. You need to track the package's return on your own and periodically check in the ticket whether it has arrived at the warehouse. Re-export is a paid service; the invoice is issued by the logistics team 1–2 months after the physical return of the package to the warehouse. After the invoice is paid, we add the package to your personal account, and it can be re-registered for shipment. It's impossible to add the package to your personal account before the re-export is paid.

  When a package is returned to the warehouse in the USA, you receive a notification in your personal account and by email (automatically for USPS; for other tariffs, it's better to track on your own). Available actions:

  • Reship to the same country with a different tariff or carrier.
  • Ship to another country (Kazakhstan, Belarus, Armenia, and others).
  • Split the package and ship only the permitted items.
  • Return the item to the store if the return window is still open.
  • Dispose of the package.
• Can I send a package to another country if it has been returned?

  Yes. Once the package arrives at the US warehouse after re-export, you can specify a recipient address in any country we ship to. The cost is recalculated according to the rate of the selected country.

• What happens to the insurance when a return is made?

  Any type of insurance is lost upon re-export.

  The insured value of the parcel is retained until the parcel receives the status of being sent for return — insurance no longer applies while in transit during the return. If the parcel is disposed of, the insured amount is not returned to the balance.

Returning an item to a US store

• Can I return the item to the store?

  Returns are only possible for self-purchased items. Goods bought by our operators through the buyout service cannot be returned to the store — only in case of obvious defects or discrepancies.

  If the item is still at our US warehouse and hasn't been shipped in a package, a return is possible. You'll need a return label from the store or a return address.

  1. Log in to your account on the store's website and request a return. Most major retailers (Amazon, Macy's, Nordstrom, Sephora, etc.) generate a return PDF label in just a couple of clicks.
  2. Download the label or request a return address. The return label must be in PDF format and contain sender info, recipient info, and a tracking number. You can find an example of such a label on any of your incoming packages. Returns via QR code or handing the item to a courier without a label are not available.
  3. Go to the "Packages at warehouse" section, find the package you need, click the "+" icon below it, and select "Return to store".
  4. In the window that opens, enter the address and required return details, or attach the return label in PDF format.
• How much does it cost to return an item to the store?

  Our return fee is $10.

  If the store provided a prepaid return label, you only pay our fee. If there's no label, we can help generate one: we'll need the full return address (recipient, address, ZIP code, phone, email). In this case, the cost includes our fee plus the US shipping cost — it's calculated individually and depends on the delivery address and package dimensions.

  The service is paid from your balance in your personal account.

• How much time do I have to return an item?

  Deadlines depend on the store. As a rule — up to 30 days from the moment of purchase. The client arranges the return directly with the store, since 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 won't be able to process the return.

• Where will the store refund my money for the item?

  The store refunds money directly to your bank card or the payment method you used. It doesn't come to your balance with us.

  The timeframe is usually 3–14 days after the store receives the return. If the store hasn't refunded the money within this period, contact their support — we can't influence this.

• Can I return an item if the package has already been sent to Russia or the CIS?

  Yes, if the return window allows it. You can ship the item back to our US warehouse at your own expense, and from our warehouse we will process the 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.

• What should I do if the store sent the wrong or a damaged item?

  We recommend using the "item photo" service upon receipt to make sure the store sent the correct item of proper quality.

  • If the purchase was made through our buyout service — we contact the store and resolve the issue.
  • If it's a self-made purchase — you contact the store yourself with the photo and either request compensation or return the item.

  If needed:

  1. Open the incoming parcel and order a photo or video of its contents.
  2. In the comments when ordering the service, be sure to specify exactly what needs to be shown in detail.
  3. If the photo reveals a defect, damage, or the wrong item:
     • our buyout — create a ticket, provide the order number and details of the claim, and we will contact the seller for an exchange or refund (if the return window is still open);
     • self-made purchase — contact the seller as quickly as possible to resolve the issue of return, exchange, or compensation.

  If the item was damaged during transportation (and not at the time of purchase) — see the "Refunds and Compensation" section above.

Refunds and Compensation

• How to refund money charged for a service by mistake?

  If your balance was charged for a service you didn't order or that wasn't provided (for example, a storage fee despite timely shipping payment, express handling instead of standard handling, or additional services), create a ticket with the subject "Refund" and specify:

  • parcel number or transaction ID;
  • date of the charge;
  • what exactly went wrong.

  We'll review the charge and refund it to your balance within 1–3 business days.

• How to refund the balance back to my card?

  Balance withdrawal is available through the "Balance withdrawal" section in your personal account.

  • Processing time on our side — 1–3 business days.
  • Time to credit the card — 1–5 business days, depending on the bank.

  Withdrawal is made using the same method by which the balance was topped up (to the same card or wallet).

  Fee:

  • withdrawal to a crypto wallet — $3 (minimum withdrawal amount $3);
  • withdrawal to a card — approximately equal to the amount withheld during top-up;
  • withdrawal to PayPal — approximately equal to the amount withheld during top-up.
• Am I entitled to compensation if the package arrives damaged due to the carrier's fault?

  Yes, if insurance is purchased (it's included automatically on most tariffs).

  You must:

  • record an unboxing video of the parcel — it should clearly show that the parcel has not been opened, with the label and overall view clearly visible;
  • when receiving the parcel at the post office or pickup point, draw up a discrepancy or damage report together with the staff member.

  Without an official report from the postal or courier service, it is impossible to file and receive an insurance payout.

  Procedure:

  1. When receiving the parcel at the post office or pickup point, take photos and a video of the unboxing, packaging damage, and contents.
  2. Create a ticket with the subject "Insurance claim" within 3 days after receiving the parcel.
  3. Attach photos, video, and the report drawn up at the post office or pickup point (store receipts — if available).
  4. We file the insurance claim with the carrier. The payout is credited to your balance after review.

  Timeframes:

  • insurance review for damage — 2–6 weeks, depending on the carrier;
  • search in case of loss — up to 90 business days;
  • after loss is acknowledged, the payout takes another 30 business days.

What we don't do

• What don't we do?
  • We do not dispute refunds with the store. If the store has received the return but has not refunded the money to your card — that remains between you and the store.
  • We do not refund shipping costs if the parcel was successfully delivered but the recipient changed their mind.

Where to send return inquiries

• Where should I write with return-related questions?

  If you made the purchase yourself — there's no need to contact 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):

  • regular ticket — up to 24 hours;
  • urgent ticket — 1–3 hours.

  If the matter is urgent (the store's return window is closing, perishable contents) — add the "URGENT" tag to the subject.