Payment and account top-up

How the balance works and how to top up your account

General questions

How does payment work in the service?
Payment in the service is set up through your account balance in dollars. You top it up in a convenient way, and we deduct money for product purchases, shipping, insurance, and additional services. There is no need to pay by card separately for each purchase.
How can I top up my balance?
You can top up your balance:
- by bank card;
- via SBP;
- via SberPay;
- with PayPal;
- with cryptocurrency.
You can see the list of available methods on the top-up page; it depends on your country.
Is there a fee for top-up?
We do not charge balance top-up fees.
How quickly will the funds appear in the balance?
The money usually appears in your balance within a few minutes. If the payment went through at the bank, but there is no money in your balance, write to us and attach the receipt or a screenshot of the transaction, and we will find the payment and credit it manually.
What currency do I pay in?
You pay in dollars: we calculate shipping, purchasing, and warehouse services in them. If payment is made in rubles, the bank converts the amount at its own exchange rate at the time of payment.
Can money be withdrawn from the balance?
You can withdraw money from your balance via a request in your personal account; the refund is made at the same exchange rate at which you topped up the account. The payment system may charge its own fee, so check your account status: the refund does not always come with a notification from the bank. Funds accumulated through the affiliate program are withdrawn at the Central Bank exchange rate on the day of withdrawal.
Why is there a negative balance?
A negative balance appears when the service has already been provided, but there wasn’t enough money: for example, a package stayed in the warehouse for a long time and paid storage accumulated. The debt needs to be paid off, otherwise we won’t be able to ship the package. Top up your balance, and the negative will be closed automatically.
What should I do if the payment doesn’t go through?
If the payment doesn’t go through, first try another method from the top-up page; most often this resolves the issue. If it doesn’t help, write to us: we’ll suggest a working method and help you make the payment.
What is a bonus account and how is it different from the balance?
Bonus account is a separate wallet next to the regular balance. You add money to the balance yourself, and we top up the bonus account manually: for example, when we give a promotional bonus or compensation. Bonuses can only be spent on our services.
What can you spend bonuses on?
You can spend bonuses to pay for our services: shipping, warehouse items, additional warehouse services. You will see the amount that can be covered with bonuses at checkout. Bonuses cannot be withdrawn to a card; they stay within the service.
Do bonuses expire?
Expire: each accrual has its own validity period, and after it ends, unused bonuses are written off. You can see the date in the bonus account history, so it’s better to spend them on the next package.
Where can I view bonuses and accrual history?
You can view bonuses and history in your personal account: there is a bonus balance and a list of accruals and deductions. The time in the history is shown in Delaware time, which is the time zone of our warehouse.
Do cashback and promo codes also go through the balance?
Cashback goes through your balance: for shipped packages, we credit it to your account, then you spend it on any of our services. Cashback cannot be withdrawn. And a promo code works differently: it reduces the shipping cost at the time of payment. More details about this are in the block about the cashback program.