After a technical outage, we are working in enhanced mode. Here we have collected answers to the most common questions and instructions for filling out the data recovery form.
The service is fully operational — packages are being delivered and accepted at the warehouse, processed and prepared for shipment, operators are waiting for your purchase orders (it will be free for most stores with the GETITNOW promo code), all shipping promotions are in effect, payments go through without issues.
The warehouse, support, and developers are working overtime and without days off. Package shipments resumed on June 8 as scheduled.
We continue restoring data on packages, orders, and balances for those users who may not see them after the outage — all this information will gradually appear in your accounts, it will take some time, planned for 3-5 days.
Filling out the form with the questionnaire will help speed up the appearance of data in your account.
If you can't log into your account, try clearing your browser cache, logging in incognito mode, or from another browser. Or try logging in from the browser on this page and then logging in.
If your STE (account number) has changed, you can keep the new one or request through support to restore the old one — this can be done if no other user is registered on it. If you don't remember your old STE number, you can check it by the address saved for delivery in US online stores.
The balance will be restored within 3-5 days. If you don't want to wait for the balance to be restored to send a package, please top up your account and write to support — we will compensate the funds after the balance is restored.
If your packages couldn't be sent and charges for paid storage started, please write to support, the charges will be canceled and the money refunded.
If your package was arranged for SuperFast delivery and has already arrived at the warehouse, please arrange its delivery as FastBox and write about it in the ticket — we will refund you the difference between the tariffs.
If your packages appeared in your account in the "Incoming" section, although they were previously set for shipment — please create the outgoing package again.
If after restoration your purchase order number and purchase time differ from the original, make sure the correct items are in the order — in this case, the number change will not affect anything. The main task is to restore the order for the items so that we can subsequently accept the order into your account and you can arrange it for shipment.
The decision on compensations and discounts will be made after full data restoration.
Ticket processing may take longer because they contain a lot of information that our operators need to process for data restoration.
Some message history may not have been saved. If you had an open question that remained unanswered, please mention it when filling out the form.
How to fill out the form if something is missing in your account
If you see that something is missing in your account, please fill out the form. The more details you provide at once, the faster we will restore exactly your data. If you don't have some item at hand, that's fine — provide everything else.
If you don't remember or don't know some of the information we request in the form, just put a dash there.
If you have already sent a ticket regarding account issues, please duplicate the information in the form — this will significantly speed up the restoration process. You can also send all your questions and suggestions through this form.
Fill out the form- Tracking number from the store or sender
- Store or sender name
- Order number in the store
- Approximate arrival date at the warehouse, if known
- Screenshot of the email from the store confirming shipment
- Outgoing package tracking number
- Tracking numbers of incoming packages included in it
- Approximate shipment date from the warehouse
- Store and link to the item
- Item name and price
- Approximate order date
- Email confirmation from us about the purchase
- Receipt of balance top-up for this order
- Payment date
- Top-up amount in dollars
- Payment method: card, PayPal, crypto, other
- Bank statement or confirmation from PayPal or crypto wallet
Some message history may not have been saved. If you had an open question that remained unanswered, please mention it when filling out the form.
