Claims, Insurance & Refunds

  • How do I file a claim?

    Access your account and select the "Support Tickets" option in the upper right-hand corner of the interface. Once there you can open a new support ticket. Follow the prompts on the screen and select the appropriate option. You can also report a lost/damaged package from the 'Sent Packages' tab.

    File a claim
  • I received an incorrect package. What do I do?

    If you received a package in your account that does not belong to you, please create a support ticket. Our warehouse staff will then remove the package from your account.

    If you received an incorrect package, create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.

  • How long do I have to wait for a claim to be completed?

    TThe processing time for a claim varies depending on the carrier.


  • How do I request a refund?

    To place a refund request, go to "Account Settings," then "Account Deposit" where you'll find the "Request a Refund" button. Follow the instructions on the prompt window to submit your request.

    Request a Refund
  • How will I receive my refund?

    Refunds are processed against the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.

  • How long does it take to process a refund?

    Refunds typically take our staff 2-3 days to process. However, the time it takes until the funds are returned to your account depends on the payment method used.


  • What insurance do you offer and what does it cover?

    Options for insurance are displayed during the mail out request process based your selected carrier and destination country. We offer two types of insurance and it varies by carrier:

    • Delivery insurance - Delivery Insurance covers the shipment if the package is lost in transit from our warehouse based on the declared value.
    • Delivery and Damage insurance - Includes coverage for lost OR damaged packages based on the declared value.