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General Questions

About the process of sending packages, available delivery services, timelines, payment, tracking, and customs rules

General questions

• How to send a package?

  To send a package, after all items arrive at the warehouse, prepare an outgoing package:

  1. Go to the «Packages» section (My personal account → Packages → Preparation for shipment).

  2. Mark the items you want to send.

  3. Click «Add to package». The marked items will be transferred to the package being created.

  4. Fill in the recipient details, select a delivery service and send the package for assembly.

• How quickly are packages assembled?

  Packages are collected within 24-48 hours (from Monday to Saturday, except for national holidays).

• Is it possible to speed up package assembly?

  If you want to speed up parcel assembly, you can choose the «Express Assembly» option. In this case, the parcel will be assembled within 4-7 hours during the warehouse working hours. Express shipping is not guaranteed, but the earlier the parcel is assembled, the faster it will get in the queue for shipping. Some items require additional coordination with brokers, due to which assembly (including express assembly) may take more time.

• Как оплачивается доставка?

  Shipping is paid after the parcel has been assembled and weighed.

  To pay, go to the «Packages» → «To be sent» section.

• What delivery services are available?

  The current list of available delivery services, their restrictions and cost are indicated in the calculator on the website.

• Can I send a package via First-Class Mail or USPS Flat Rate?

  It is not possible to send a package by First-Class Mail or USPS Flat Rate – we do not work with these types of delivery.

• Do you work with FedEx, UPS, DHL?

  We work with FedEx, UPS and DHL, but these services are not available for delivery to Russia.

• How to track a shipped package?

  If you want to track the sent package, then after it is sent, a tracking number with a tracking link will appear in your personal account.

• Can I change the delivery service or the contents of the package after sending it for assembly?

  If you want to change the delivery service or the package contents after sending it for assembly, such changes are possible only in exceptional cases.

  Changing the delivery service is available, but is a paid service.

  Adding an item, separating or reassembling is possible, but has a number of restrictions.

  To make changes, create a ticket specifying the package number and exactly what needs to be changed.

• What to do if the package is delayed?

  If the package is delayed and its status has not changed within 30 days, we automatically submit a trace request.

  It is not possible to submit a request earlier.

• Are invoices and store advertising materials left in the package?

  Invoices and store advertising materials are removed by default during packing.

  If it is important for you to keep them or, conversely, to remove them, indicate this in the comment when assembling the package.

• How long can packages remain in the warehouse?

  Incoming packages are stored as follows:

  • First 45 days – free.
  • Next 45 days – paid.
  • On the 91st day the package is disposed of.

  Collected but unpaid packages:

  • First 7 days – free.
  • Next 7 days – paid.
  • On the 15th day the package is disposed of.
• Do I need to pay customs duties when receiving a package?

  Customs duties depend on the rules of the destination country. Different countries have their own rules: a duty may be charged if the established threshold is exceeded.

  The rules are updated periodically, so before shipping it is worth checking the current limits on the website of your country's customs service or with our support.