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