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We recommend starting with the videos on our Youtube channel - How Qwintry works and How Qwintry packs.
Please use your real name. Do check that the spelling is the same as on your credit card to avoid confusion.
To do that, please contact our Support Team:
What is what in my Qwintry address?
Just one, to avoid confusion with your orders and packages.
No, creating a Qwintry account is absolutely free.
To delete your account please contact our Support Team stating your name, account ID and the reason for deleting the account. Please note that the message should be send from the e-mail you used to sign up.
The list of prohibited goods can be found here https://qwintry.com/en/forbiddengoods. If you have any doubts - please contact us.
IMPORTANT! If you did not check the list and ordered forbidden items to your Qwintry address and sent them to consolidation, those items would not be consolidated and your parcel would be prepared for shipping without them. We would contact you via email to inform you about the situation. The confiscated goods would be returned to your account for formalizing their return to the shop. If the return is not possible, we can utilize the goods at no cost to you. In this case, no refund will be provided.
The USPS only allows shipping of goods that are worth less than $2499.
For USPS Express: 108 inches (girth plus length), maximum length - 60 inches
For USPS Priority: 79 inches (girth plus length), maximum length - 42 inches
If the length of the item in the package is over 60 inches and legth plus girth is over 108 inches, Qwintry won’t be able to send such a package. The formula for size calculation is: L+2H+2 W, were L is for length, H is for height and W is for width.
Qwintry Air: No side of the packed item should be over 1 m (approx 42 inches), but the sum of the lengths of all side should not exceed 160 cm.
To prevent disappointment plaese check the sizes of your items through the shop’s Support Team. If you require help writing a email in English, we would love to help you - сontact us!
40 lbs gross. So ideally, the weight of the item itself should be 32-34 lbs. That is the weight our biggest packages (they meet the USPS requirements) can manage. We set this limit because every country has it’s own restrictions and 40 lbs meets most of them. If you need to send something heavier than that, please contact our support team before placing the order.
You can, if you have their permission to do so. However, sometimes some of the shops require ID. We cannot reject their request and ask our clients to provide the ID.
The shipping address is your US address that you got after signing up for an account with Qwintry. This address will be used by the shop to deliver your purchases.
The billing address is the address you used while applying for your bank card. Normally it is your factual home address or the address of your registration.
Check that the informaion on your bank card fits the informations in your account. Contact your bank to see if there are restrictions on their part/if the card could have been blocked. If you cannot identify the problem, contact our Support Team.
Primarily, we are a mail forwarding service. However, if you want to make a purchase in a shop that does not accept foreign bank cards or does not deliver to mail forwarding companies you can use our ‘Shopping Help’ service.
You can only pay for Qwintry's services by topping up your account on this website or through direct debit. We do not use private bank cards, PayPal or webmoney. You can learn more about our payment methods here.
You can estimate the delivery costs using our Calculator. The price will depend mainly on the weight of your package. The price of the item itself doesn't matter. The delivery cost is calculated based solely on the package's weight (for large packages sent via SPRS look up the information on the dimensional/volumetric weight here) and the country of destination. The town/city of destination does not matter.
After you sign up, you’ll receive a unique ID number (suite #). You will use the suite number, our address and your name while filling in the ‘Shipping address’ field on the shop’s website. After the order arrives to the warehouse we will add the package to your account and you will recieve an email confirmation.
It is very important that you fill in the forms correctly, using the address we provided you with. Make sure to write it exactly the way we do, then the packages will successfully reach our warehouse.
We allow up to 48 hourse for all our processess, including checking the packages in. It can happen very fast, but sometimes the process might take over a day, depending on how busy the warehouse is.
In this case, contact our Support Team. Please attach the delivery confirmation from the online shop, stating the tracking number, the delivery address and the name of the shop. It is possible that you package was marked as ‘Unidentified’. It happens when the name of the receiver does not correspond to a suite number, if the shop did not put the suit number on the label, if the suit number was cut or if the label itself was damaged.
If you think the package was not meant for you, you need to fill in a special request in the ‘Other’ category asking to check the receiver information. If the mistake is confirmed, there will be no charge for the request and the package will be removed from your account.
If through the tracking system you see that the package was delivered to the wrong address, immediately contact the seller/shop to initiate investigation and get the package delivered to the correct address.
If the receiver’s name doesn’t correspond to the suit owner’s name, it is likely that the package will be marked ‘unidentified’. It can raise suspicion, so it’s better to avoid it. To find the package, contact our Support Team attaching the order confirmation, that should include the tracking number, the delivery address and the name of the shop.
Special requests are used if you need your package inspected or require additional information about it. Special requests guarantee that you will get the exact goods you ordered. For example, we can photograph or weight it for you.The details can be found in the article.
In your personal account you should find the section"Inbox", find the package you need and press the “New special request” button. Then you should choose the type of the request and, if needed, add your comments in the comment section.
You can read about big dimensional weight here. It matters for Qwintry Air and can influence the delivery cost. If you send something of a large volume but light-weighted it is easier to use USPS. For Qwintry Air the volumetric weight o is calculated if the sum of the measures of the three sides is over 150 cm.
The employees of Qwintry are not allowed to disassemble objects, there are no tools in our warehouse and there is a risk of damaging the objects.
It means that the sender marked it as containing a small amount of dangerous substances that can be posted only in the United States. Those markings can be found on the packages that contain aerosols, perfume etc. (http://en.wikipedia.org/wiki/ORM-D). If you are certain that your goods can be send outside of the US, make a special request “Other” and ask to check the possibility of posting in the comment section.
The postal service will deliver it again during the working hours. There is no need to contact the seller or make additional requests.
There is a detailed instruction on our website that explains how a return can be arranged - https://qwintry.com/ru/articles/returns.
For a start, you should decide on a shipping method to the country of destination as the way you fill in the declaration depends on the method of delivery. Our instructions will help you to fill in the declaration form:
After the consolidation of the packages all the declarations of the joined package are automatically united into one.
Please note that filling in the declaration correctly is a duty of the client as it is stated in the Terms and Conditions.
It is quite common for the shops to divide orders and send them in different packages. To avoid unpleasant surprises like when you thought that the shop would send your order in one package and in a couple of days you found a strange additional package in your account you should follow this algoritm:
Of course, but please note that it will cost more as price per kilogram will be higher. We recommend posting a bigger package so that each kilogram costs less.
A declaration must be filled and attached to each of the incoming packages. It is easier to prepare the package as soon as it comes in to the Qwintry warehouse. Then the declaration can be edited, even after all the packages have been consolidated.
Issues may appear at the customs of the country you are posting to. If the fraud is found out, there may be consequences:
The weight of consolidated packages must not exceed 40 pounds (18 kg). The overall weight of the package must not exceed 16-18 kg. If there are many items and you choose the “Remove the unnecessary wrapping” option, the overall weight can be lowered. If there is one or two packages left and you are not going to post more any time soon, contact us and ask to add your packages to the consolidated package. If there is a possibility to do so, the employees of Qwintry will carry out your order.
Insurance is paid if your goods are lost, stolen or damaged during posting. It costs 3 dollars per every 100 dollars of the cost of the items in a package. If the package was not insured and something got stolen or the package got lost, no refund will be paid.
Global Green insurance works the same way as every postal insurance does (read terms and conditions here). It means that the final decision is made after an insurance case has taken place. That is why it is very important to provide a documentary evidence of the insurance case (the damage of goods during the delivery carried out by Qwintry,the loss of the goods from the package, the loss of the package).
In that case you should post a comment on the Qwintry website, attaching photos of the goods and package and a detailed description of the wrapping of the package, the invoice, the delivery address and the tracking number. We advise you to always make special requests before sending the package to make sure the goods arrived to our warehouse safe and undamaged. You can read more about insurance here.
You can find out about the delivery types we offer here.
USPS Priority is a delivery by state postal service of your country. Packages arrive at the post office assigned to your address, and you have to collect them yourself.
USPS Express is a delivery by your country’s EMS. You can find out about your country’s EMS operator on this page. The packages are delivered by a courier.
Qwintry Air - is available in Russia, Belarus and Kazakhstan for now. The packages fly from the USA to Moscow directly, go through customs there and are delivered to our customers. An up-to-date list of the cities where you can receive a Qwintry Air shipment can always be found in our calculator.
More information on the Shipping page.
When sending by Qwintry Air the package size must not exceed 1 meter (~42 inches) at any side. The weight must not exceed 40 pounds (18 kg).
USPS Priority: 79 inches (circumference plus length), with max length 42 inches.
USPS Express: 108 inches (circumference plus length), with max length 60 inches.
In both cases maximum weight must not exceed 40 pounds (18 kg).
The delivery time depends a lot on the postal services. Here are some examples:
For Russia:
For the Ukraine:
The USPS database is not always updated on time, so sometimes you should wait a few days for the information to get refreshed. If the tracking number information is not updated for more than 1—2 weeks, you should turn to Qwintry Support Team.
This status means that Qwintry has sent the package and it is in USPS storage, but the data has not been entered in the USPS database.
Postal services work in the following manner: until your package is officially registered by the receiving country’s mail, the package’s status will not change. This means that the package could have left the U.S. long ago, but unless the shipment is processed and entered in the receiving country’s database, it will not be labeled as imported when checking the tracking number. The timeline is different and depends on how busy the postal services are. It usually takes several working days, but during seasonal queues it may take weeks.
In case there is no sign of your purchases in your country 30 days after they were sent, contact Support team, and according to Qwintry’s rules we will get in touch with USPS so that they would start searching for the international shipment. You can also submit your claim individually. The process is described on a branch of Qwintry’s forum.
In case you noticed external damage to the box, you should open it and check the contents in the presence of the postal workers and check it up with the declaration. If something is missing, a report should be written and photos of the box and contents should be taken. You can refuse to receive the package. We advise you to always carefully examine the external boxing, as sometimes cuts cannot be noticed easily.
In this case, you should contact Support Team and send us the packing sheet we put in every parcel after packing (a scan or a photo) and the shipping confirmation from the shop, stating the name, the prices, the delivery address and the tracking number. We have to make sure the items have really been in Qwintry’s warehouse, this can be checked using the tracking number and checking the weight. Shops often split the orders, even if they are small in the first place. We can determine whether the package could contain everything you ordered by the incoming package’s weight. Do consider making a special request for photographing or checking the contents of your package when it arrives to our warehouse, before sending it to your home address. The shops make mistakes quite often, especially if the order contains several items. That’s why you should contact the shop as soon as possible so that they could revise their records and check what items were sent and when.
In such case you should leave a review on Qwintry’s page and attach photos of the contents and packaging as well as a precise description of the way it was packed, the invoice and the shipping confirmation from the shop stating the name, the prices, the delivery address and the tracking number. We advise you to always make a special request before the package is sent to make sure it arrived to Qwintry’s warehouse safe and sound. You can find out more about the insurance we offer here.
In this case the sum you will be able to receive won’t be more than the sum you stated in the declaration, as that exact sum is the sum you insured. If the goods costing $1000 according to the invoice (fair insurance amount $30) were declared to cost $100 (paid insurance amount $3), then the reimbursement paid will be $100 at best. As such situations can qualify as fraud, you can be denied the reimbursement.
Qwintry Air - is our own method of delivering the packages which is currently only available for Russia, Belarus and Kazakhstan. The State postal service does not take part in such shipments, which means the contents will be kept safe. An up-to-date list of the cities where you can receive a Qwintry Air shipment can be found in Qwintry’s calculator
The courier delivers the packages "to your door", and you don’t have to go anywhere, only wait for the courier’s call and wait for him at the delivery address. This approach’s drawback is that the courier can call at any time of the day, so you won’t be able to leave the delivery place for long.
With customer pickup the package is delivered to one of the pickup points where you can collect it during the point’s working hours. This approach’s drawback is that you have to collect the package yourself.
If the shipment has just been created, you can make changes in your account’s "In progress" - section. There will be a "Edit" link to the right, by clicking it you will be able to amend the details.
In case you can’t change the information in the "In progress" section, you should contact our Support Team.
Until the status on logistics.qwintry.com page does not change to "Departure scan: JFK airport", any information can be changed. After the "Departure scan: SVO airport, Moscow" status you can change everything except for the delivery method and the pickup point.
NB: you should determine the delivery method and address at once. Please plan the address where it is most convenient for you to receive the package in advance. If you are not sure about your whereabouts during the day it would be better to order a customer pickup from the pickup point closest to your home.
Qwintry Air packages can be monitored using a special tracking number, which is assigned to them when they leave our warehouse, on logistics.qwintry.com. There are five main tracking statuses:
The tracking number can be found in a notification e-mail you receive when the package leaves our warehouse and on the "Mailed" page.
The tracking is updated when the package is scanned at the next transport hub or manipulated in some way. Tracking companies, airlines and etc. have a certain working schedule and a cargo queue. Besides, the cargo shipment may not be scanned the very moment it arrives at the next transport hub, but after a certain amount of time, which depends on the hub’s workload. So if your tracking has not been updated for some time it doesn’t mean your package is "stuck" and nothing is happening with it. Usually it means the package is travelling or has arrived somewhere, but is waiting for its turn.
The parcel can stay at the pickup point for 7 days.
The courier will try to deliver the package three times: if the courier calls the contact number but receives no answer the delivery will be considered unsuccessful and will be postponed till the next working day. Sunday is a day off for couriers.
All the packages that are not delivered to the recipients will be sent to a temporary warehouse in Moscow. After the package is delivered to the warehouse, the manager contacts Qwintry’s support team and the support team contacts the sender.
The second delivery must be paid for..
The second delivery to the pickup point costs 350 rubles. The second delivery by the courier costs 400 rubles. You should pay at the pickup point while collecting the order or directly to the courier. For some regions that are far from Moscow the second delivery cost is calculated individually based on courier service tariffs, second sorting and long-distance transportation expenses.
Neither the courier nor the pickup point personnel know what is in the package and cannot open it or be present during the process. In both cases staff follows the same rule: if the package has no external damage it must be delivered and handed to the recipient.
In case there are some questions concerning the contents of the package you should сontact us and provide all possible information (video of unpacking process, invoices, special request number).
In this case you can contact Qwintry’s Support Team. We recommend you to use the e-mail that you used when signing up for your account. Upon contacting us it is very important to provide your identification number as well as the package number if the inquiry is about a certain shipping. Please note that general questions can be answered in our chat window. If you have any issues concerning certain packages it would be better to write us an email. Starting from February 2015 we have ceased to provide support via Skype due to multiple fraudsters that pretended to be Qwintry and asked our clients to transfer money to private cards.
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