Features of purchasing in the USA and delivery during the sanctions period
Our warehouse and services operate as usual. Parcels are accepted, stored, assembled, and shipped from the warehouse within the established deadlines.
All current news about the service's operation can be read in your personal account on our website. The news section is located under your American address.
Due to the sanctions imposed, the list of goods prohibited for shipment to the RF has changed. Limits have also appeared on the maximum value of goods that can be sent to the RF. Familiarize yourself with the list of prohibited goods before placing an order or purchasing goods yourself.
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.
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
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.
If you want to know whether we can pay for a subscription on the site for you, then no – we do not provide such services.
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:
You can also use the "Expedited Purchase" service. It is a paid option, but it guarantees that the order will be purchased very quickly.
If you want to top up your balance in dollars from your dollar account, this is only possible with foreign bank cards.
If you want to know how withdrawing money from your account works, funds are withdrawn at the same exchange rate at which the deposit was made.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.
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.
If you want to understand why some goods can be shipped with another mail forwarder but not with us, – we strictly comply with security rules and customs requirements. Therefore, we do not ship to the RF goods that may be detained at customs due to sanctions.
More details about prohibited goods and value restrictions can be found [here].
We also do not recommend understating the value in the declaration: if such a parcel is selected for inspection, the entire batch will be detained, creating problems for many clients and entailing additional expenses for the sender.
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.
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, it doesn't mean the package is lost. Delays can occur during transit, customs inspection, or at the pre-customs clearance and inspection stage by the inspector.
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