Question 1

How to calculate the cost and delivery time?

Accepted Answer

You can calculate the delivery cost using our calculator. To do this, select the delivery method, the city where the parcel goes, and the weight of the parcel. The items cost does not affect the delivery price. If your package is large, but lightweight, you will need to calculate the bulk weight cost. The average delivery time, depending on the chosen method, is from 8 to 30 days.

Question 2

How and where will I receive the parcel?

Accepted Answer

The place of the parcel’s delivery depends on the chosen delivery method. You can arrange delivery by courier to the apartment / office door, and also pick up the parcel yourself at one of the Qwintry Air self-delivery points or at the nearest post office if you chose USPS or Ecopost method.

Question 3

How to choose the delivery method?

Accepted Answer

At the moment, Qwintry offers 4 delivery methods: Qwintry Air, Qwintry Ecopost, USPS Priority, USPS Express. Qwintry Air is Qwintry’s team development. Delivery cost calculation is based on the physical parcel weight for the parcels up to 150 cm (the sum of three sides). The parcels fly from the US to Moscow, where they go through customs, and after that they get delivered to the recipients. Approximate delivery time for Russia is 8-14 days. Qwintry Ecopost - economical and reliable delivery of parcels from the US by Russian postal service. The cost of delivery is calculated based on the physical weight. Qwintry Ecopost only delivers on the territory of Russia. Approximate delivery time to Russia is 18-30 days. USPS Priority is a delivery by the federal post office of your country. Parcels get delivered to the post office, where they have to be picked up by the recipient. Approximate delivery time to Russia is about 20 days. USPS Express is the delivery by your country's EMS. Parcels are delivered by courier. Approximate delivery time to Russia is about 15 days. Choose the most convenient for you delivery method using our calculator.

Question 4

How can I expedite parcel’s shipment?

Accepted Answer

In order for your parcels to be sent right away, we advise you to refund your account balance in advance. If your account has enough funds for payment, we will ship your parcel immediately after packing. If you do not have enough funds on your account, we will send you a bill, and the parcel will stay in the storage area until the bill is paid.

Question 5

How many times a week parcels are being send out?

Accepted Answer

Qwintry sends parcels from their warehouse in Delaware every business day, which is five times a week. The exception is the parcels delivered by the Qwintry Ecopost, they are sent in batches 1-2 times a week.  For each work stage we give up to 48 hours.

Question 6

What is a customs declaration and why is it needed?

Accepted Answer

The customs declaration is the main document for the cargo that passes through the border. It requires such information about the package as cost, name and quantity of goods, as well as other details necessary for some delivery methods.

Question 7

How do I fill out the customs declaration for the incoming parcel?

Accepted Answer

Our memos will help you to correctly fill out the customs declaration: •The rules for USPS Priority / Express / Qwintry Ecopost can be found here; • for Qwintry Air - here.

Question 8

I declared all the items for one of my five parcels in the same declaration form, is this correct?

Accepted Answer

No, the declaration must be filled for each incoming parcel. It is best to prepare declarations as soon as the parcels arrive to Qwintry’s warehouse. Later on, the final declaration for all the goods can be corrected even after the consolidation of the parcels.

Question 9

I want to lower the items price in the declaration, will there be problems?

Accepted Answer

It is prohibited to do so, since problems can arise when passing customs: • the parcel can be sent back without compensation for the cost of delivery; • the parcel can be confiscated; • you will be asked to prove the value of the goods by providing invoices and bank statements ; • you will have to pay a customs fee that will be calculated by the customs services themselves by assessing the goods if you cannot prove that you bought them at the prices specified in the declaration.

Question 10

I do not want to fill out the declaration. Can you do it for me?

Accepted Answer

You can use the special requests service to fill out the declaration: create it for the incoming parcel, attach the purchase invoice, and Qwintry’s specialists will prepare a declaration for you.

Question 11

How to include samples and store presents in the declaration?

Accepted Answer

The samples must be declared in a separate line. If the store sent it to you as a free gift, you can specify a symbolic value of several cents (for example, $ 0.1). In the event if the sampler does not have a vendors code (when filling in the declaration for the Qwintry Air method) - just specify the product name and the store address.

Question 12

What is going to be cheaper: to separately order a small and light products or to combine several purchases into one package?

Accepted Answer

We recommend sending packages with a number of items - then the cost per kilogram will be much cheaper than the cost of sending small and light goods separately. This does not apply to light and expensive electronic devices (for example, smartphones) - their delivery will cost less without combining the items in the parcel.

Question 13

How long do the goods can stay at the warehouse?

Accepted Answer

Free of charge storage of goods at the warehouse is 45 days. After this period ends, the payment for storage of each incoming parcel is calculated in the equivalent of $ 0.5 per day (rounding off on whole days). The total storage period of parcels should not exceed 100 calendar days. If the parcel was not claimed by the client after this period, Qwintry reserves the right to dispose the contents of the parcel or use it at their discretion.

Question 14

My parcels cannot be consolidated due to weight restrictions, what should I do?

Accepted Answer

The maximum consolidated weight cannot exceed 40 pounds (18 kg). If you had a lot of things and you marked the field "Remove excess packaging", the total package weight may decrease. If you have one or two parcels left and you do not plan to send them in the nearest future, we suggest writing a letter to help@banderolka.com with the request to add things to the consolidated parcel. If this is possible, Qwintry’s employees will fulfill your request.

Question 15

I want all packaging to be removed to reduce the weight. What comment should I leave for the packers?

Accepted Answer

When we prepare your parcels for delivery, we by default remove all the original packaging and promo materials. If you do want the original packaging to be preserved, please tick the appropriate box when placing the order.If shoes or clothes in the parcel were contained in extra packaging, you can also choose the option “Remove clothes boxes and shoe boxes”. Please note that we do not remove original packaging from fragile items, gadgets, consumer electronics, and plastic toys.

Question 16

My package weight increased after consolidation, why?

Accepted Answer

Often goods from US stores come to Qwintry's warehouse in simple plastic bags or thin boxes not intended for international shipment. Before shipping, we repack the parcels and use strong cardboard boxes and protective materials that can slightly increase the weight.

Question 17

Why do I have to pay for packaging materials?

Accepted Answer

If your package exceeds 15 pounds and the customs declaration requires more than two lines, we will put all the items in a sturdy plastic bag before placing it in a shipping box.

Question 18

Can I ask to remove the items from the package after the parcel has been prepared for shipment?

Accepted Answer

If the package was prepared for shipment or is currently in the process of packaging, and you need to change its contents, you have to request a cancellation. After that, all the items will return to your account in the form of a new incoming package, and you will be able to create a new delivery with other things or make a special request for separation. Please note that the cancellation service after we start the packaging process is chargeable.

Question 19

Why do I need insurance?

Accepted Answer

Insurance covers the loss, theft or damage of things. The cost of insurance is $3 for every $100 of investment value. If the items in the parcel have not been insured and they got damaged or stolen, compensation would not be paid.

Question 20

My insured items are damaged / missing from the parcel. What should I do?

Accepted Answer

In this case you can send an email to help@banderolka.com within 7 days after receiving the parcel. Please note that when sending a request, you must provide a good quality video recording of the unpacking process, a detailed description and photos of the damaged items, as well as an invoice and a shipment confirmation from the store with item’s name, cost, shipping address and tracking number. We always advise you to use our special requests service before sending the parcel to make sure that the item has arrived to Qwintry’s warehouse in good condition. More information about insurance can be found here.

Question 21

How does Global Green works, and what do I need to get the reimbursement?

Accepted Answer

The final decision on the money reimbursement is made after figuring out all the circumstances, so it is very important to document the fact of the occurrence of the insured event (damage to things during the delivery from the Qwintry’s warehouse, the loss of certain things from the parcel or the loss of the entire parcel). More information about insurance can be found here.

Question 22

My items were stolen but I lowered their price in the declaration. Will I get insurance reimbursement for the full cost of things?

Accepted Answer

In this situation, the insurance payment can be denied. We strongly advise against providing false information in the declaration.

Question 23

What is an invoice?

Accepted Answer

Invoice is a virtual document containing a list of goods and services, their quantity and price, terms of delivery, information about the sender and recipient of the goods. You may need the invoices from stores for customs - for example, in cases when the goods were purchased with a significant discount and it should be reflected in the declaration (only if you are using Qwintry Air delivery service). Qwintry’s invoice is created after your parcel gets ready for the shipment, and contains a list of services and their cost.

Question 24

How to pay for the Qwintry’s delivery and other services?

Accepted Answer

The payment is made through your personal account on Qwintry’s website. Make sure to refill your balance. You can pay for Qwintry's services either in advance or after receiving a bill for the collected parcel. You can refill your balance the following ways: Visa and MasterCard cards issued by any bank in your country that can be used for making payments on the Internet. The payment is credited instantly. The payment system commission is 2.9% + 30 cents. Checks Mr.Rebates and Ebates.com – this type of payments will help you to get back up to 20% from the item’s cost. When registering with Mr.Rebates and Ebates.com, Qwintry will provide you with the following bonuses: • Free checks cashing when paying for Qwintry’s services; • 5 dollars deposit to your account from Mr.Rebates.Be aware that checks from Ebates come without information about the payer, therefore to receive bonus deposits to your personal account, we ask you to email the exact amounts of your checks to the help@banderolka.com.

Question 25

Is it possible to make payments with webmoney, PayPal, bitcoins or any other virtual currency?

Accepted Answer

No, Qwintry does not work with electronic payment systems and virtual currencies.

Question 26

Qwintry rejects my payment, what should I do?

Accepted Answer

Make sure that you are using your card to make a payment, and the information specified on your Qwintry’s personal account is matching the information of the cardholder. If this part is correct, check with your bank about blocks or bans. In addition, to quickly resolve the issue, you can contact Qwintry’s customer service support chat or write an email to help@banderolka.com.

Question 27

How to fill out the delivery address

Accepted Answer

• For Qwintry Air To send parcels to Russia using Qwintry Air service, the address has to be filled with Cyrillic. • For USPS Express or Priority If you send a package using the USPS Express or USPS Priority service, the address should be filled in Latin by the rules of postal transliteration. For example, the correct spelling of the city of Moscow will be Moskva, not Moscow, ul. Pushkina, not Pushkin street.

Question 28

Why do you need my passport details?

Accepted Answer

If you use the Qwintry Air delivery method, you need to attach copies or photos of the first page of the passport, as well as the pages with information about registration at the place of residence. These requirements are set by the customs authorities for the parcels sent by the express delivery services. All submitted information is strictly confidential and is used only for the above purposes.

Question 29

Can I attach a photo of my passport instead of the copy?

Accepted Answer

Yes, you can, the main requirement for the photos is to clearly show all the necessary data; and please make sure there are no glares or blurriness.

Question 30

What other information may be needed?

Accepted Answer

Sometimes Qwintry may request additional information. For example, if you are using someone else's bank card or if the customs services requested it.

Question 31

Can I send packages to several different addresses?

Accepted Answer

Yes, you can send parcels from your account to friends and family addresses. To do this, specify the required delivery address and recipient information during the shipping process.

Question 32

How to track Qwintry Air parcels?

Accepted Answer

You can track Qwintry Air parcels on the website logistics.qwintry.com.

Question 33

Where to track parcels sent by other services?

Accepted Answer

You can find our bot in Telegram messenger @qwintryTrackerBot. It will help you to receive quick updates on the status of your package. You can also find the tracking links on the sent parcels page.

Question 34

Why is the tracking of the sent parcel does not get updated?

Accepted Answer

The tracking gets updated when the parcel gets scanned during transportation process. Airlines, logistics and courier services have a certain work schedule and a line for all the cargo. Sometimes the batch is getting scanned not at the moment of physical arrival to the next transport hub, but after some time, which depends on its workload. Therefore, if your tracking is not updated for a while, it means that the package is in transit or has arrived to the next transport node and is waiting for its turn.

Question 35

The package has the status Electronic Shipping Info Received. What does it mean?

Accepted Answer

This status means that the parcel information has been sent to the delivery service. Physically, such parcels are taken from Qwintry’s warehouse right after such status appears, and you will see the next status when the parcel is registered at the first sorting hub of courier or postal service.

Question 36

The information on USPS website does not get updated for a long time, what should I do?

Accepted Answer

The USPS database is not always getting updated on time. If the information on the tracking number is not updated for more than seven days, please contact Qwintry’s customer service at help@banderolka.com.

Question 37

What are the deadlines for starting a search for the parcel in USPS?

Accepted Answer

If within 30 days after sending the parcel it does not gets delivered to the territory of your country, contact Qwintry’s customer service at help@banderolka.com. We will contact the USPS and will start the search for international delivery. You can also file a search request yourself.