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Current information about the service operation

Features of purchasing in the USA and delivery during the sanctions period

General questions

• Are you working?

  Yes, we are working, our warehouse and all services are operating as normal Parcels are accepted, stored, assembled, and shipped from the warehouse within the established timeframes.

  All current news about the service can be read in your account on our website. The news section is located under your US address.

  Due to the imposed sanctions, the list of items prohibited for shipping to Russia has changed. Limits have also been introduced on the maximum value of goods that can be sent to Russia. Review the list of prohibited items before placing an order or purchasing goods on your own.

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

  If you want to pay for an order in an American store with your own card, in most cases cards from Russian and partly Belarusian banks currently do not work in foreign stores. If you have a foreign bank card, you can pay for your purchase in the US just like before.

  If you do not have a foreign bank card, operators (our in-house buyers) will purchase items from US online stores for you.

  • Service cost: 7% of the cost of items from one store, but not less than 7 dollars.
  • Purchasing at «picky» stores [link] costs 10%, but not less than 10 dollars.
• At what exchange rate are rubles converted to dollars?

  If you want to know what rate is used to convert rubles to dollars — the conversion is made at our internal rate. It is based on the current Central Bank of Russia exchange rate and a markup for 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 store account with your US card?

  If you want to pay for an order from your store account with our US card, that is not possible. Operators can only purchase items from our service's accounts, not from customers' personal accounts.

• Can you pay for a website subscription for me?

  If you want to know whether we can pay for a subscription on a website for you, please note that we do not provide this service.

• Why is it taking so long to purchase my order?

  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 promotions.

  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 item 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 does not work.

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

• Can I top up my 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 foreign bank cards.

• How does withdrawing money from the account work?

  If you want to know how withdrawing money from your account works, funds are withdrawn at the same exchange rate at which the deposit was made. 

  Important: The payment system may charge a fee when refunding funds to your account. Check your account balance, as a refund is not always accompanied by an SMS notification.

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

  Important! Withdraw money via a request in your account dashboard. Opening a dispute with the bank will result in funds being frozen in your account, and we reserve the right to refuse further services.

• Why can certain items be shipped with another package forwarder, but not with you?

  If you want to understand why another mail forwarder allows shipping certain items while we do not, – we strictly follow safety regulations and customs requirements. Therefore, we do not ship items to Russia that could be detained at customs due to sanctions.

  You can learn more about prohibited items and value restrictions [here].

  We also do not recommend underdeclaring the value in the declaration: if such a parcel gets inspected, the entire batch will be detained, which will cause problems for many clients and lead to additional expenses for the sender.

• How have delivery routes changed?

  If you want to know how delivery routes have changed, before February 2022 many shipping methods flew on direct Aeroflot flights. Now all parcels fly through transit countries. This has almost no effect on delivery times.

• My package is stuck. What should I do?

  If your package is stuck and the status hasn't changed for a long time, just wait. If the status doesn't update for a week or longer, this does not mean that the package is lost. Delays may occur during transit, customs inspection, or at the stage of pre-customs clearance and inspector check.