Frequently Asked Questions (FAQs)

Dear customers, please note that detailed information is sent to you by email together with the LABELS provided for the courier.

Your tracking link is here — CLICK HERE. Enter your tracking number to view the shipment status.

Sturdy cardboard packaging is required. Please remember your parcel has a long journey! When packing your parcel, always assume it must be protected as well as possible. We recommend fully taping the box. The purpose of packaging is to protect the contents from external impacts. Your parcel must not exceed the size limits stated for each country. If your parcel exceeds the limits, please contact our manager:
– Request a quote — details via Telegram —
– Message us in chat (online help)

PROHIBITED FOR SHIPPING ON ALL ROUTES:
- items whose properties may pose a risk to people or cause damage/contamination to other parcels, etc.
- flammable or explosive materials, corrosive substances and other dangerous goods, weapons or ammunition
- narcotics, psychotropic substances and new psychoactive substances (so-called “legal highs”), as well as cannabis products and derivatives, and other types of cannabis that are not industrial hemp (including medical marijuana)
- live animals
- obscene or immoral items, organs, ashes ...
- firearms and ammunition, edged weapons, and other items specifically intended for attack/defence (brass knuckles, stilettos, incapacitating sprays, etc.)
- medicines and pharmaceuticals (as defined by applicable pharmaceutical regulations), components for manufacturing medicines
- perishable goods requiring special transport conditions
- animal-origin products listed in Commission Regulation (EC) No 206/2009 of 5 March 2009.

FROM UKRAINE TO EU COUNTRIES:
- items that constitute the national, historical, or cultural heritage of the Ukrainian people, as defined by the laws of Ukraine
- goods exported in violation of intellectual property rights
- goods that appear to be a commercial shipment (large quantities of similar items)
- agricultural products and food (including canned foods)
- narcotic drugs, psychotropic substances and their analogues
obscene or immoral content
- alcoholic beverages and other products containing alcohol
- liquids, electronic cigarettes
- items made of gold, silver, and precious metals
- animal-origin food products
- medicines, vitamins and vitamin complexes
- seeds and planting material

CANADA:
- all of the above, plus short-shelf-life foods; narcotics; weapons; certain medications; meat and dairy products; plants and seeds

IMPORTANT!
If there is a justified suspicion that the parcel does not meet the requirements above, the carrier may inspect the contents before acceptance and then refuse further transportation and hold the parcel at the carrier’s branch. If the sender does not pick it up within the allowed holding period, a parcel with prohibited or unconfirmed contents may be destroyed. Shipping prohibited goods may also result in penalties under applicable regulations.

IMPORTANT! DETAILED LIST OF ITEMS PROHIBITED FOR SHIPMENT FROM CANADA TO UKRAINE:=details via the link=

- To Ukraine:
When sending a parcel to Ukraine with a value up to €150, it is not subject to customs duty. If the total value exceeds €150, you must pay duty of 10% of the amount + VAT (20% of the value of goods together with the duty).

To Canada:
When sending parcels from Ukraine to Canada, the recipient pays the duties. However, if a parcel is sent as a gift with a declared value up to 60 Canadian dollars, it is not subject to duty. For a total value over 60 CAD, duty may range from 0% to 18% depending on the item being shipped.
The limit applies only per individual shipment; there is no monthly limit. Full details are available on the Canada Border Services Agency website.
To the USA:
The maximum parcel value that can be delivered to a recipient in the USA without additional import duty is 800 USD.
This varies by state. If the duty-free limit is exceeded, charges depend on value, quantity, and category of goods. See details on U.S. Customs and Border Protection.

To Europe:
- declared value up to €45. International shipments with a declared value up to €45 are not subject to additional duties (except when customs determines the market value exceeds €45).
- declared value from €45 to €150. International shipments with a declared value up to €150 are subject to VAT at 23%.
- declared value over €150. International shipments with a declared value over €150 are subject to duty from 0% to 18% depending on the item type, and then VAT at 23%.

Europe/Canada/USA/Ukraine:
- Courier service business days are MONDAY–FRIDAY
- Working hours: 9:00 to 19:00
- When ordering, please indicate a preferred time window (at least 4–5 hours), but pickup can take up to the full day
- Our couriers usually call the customer 15 minutes before arrival (exceptions may occur)

- Key points when filling in sender/recipient information (customs declaration). Please complete every field marked with an * (asterisk).
- Enter the sender address exactly as it appears in your documents to avoid delays and ensure the courier arrives without issues.

Please note you can also drop off your parcel at the nearest branch of our courier service (for Ukraine — Nova Poshta office).

- After placing your order, please wait for the special labels for your cargo/parcel/documents — they will be sent to your email. Print them and attach them securely to the parcel (with clear tape). Remember: without the label, the parcel cannot be shipped to the recipient! Manual handling fee (printing and attaching the label at our Canada warehouse) = 10.00 CAD
- Extra packaging: (tape = 3.00 CAD) or repacking your parcel (new box, manual handling, packing video = 15 CAD)
- If the declared weight differs from the actual weight, you will need to pay the difference
- Card payments include a payment processing fee


- Important! Every shipped parcel is insured for 45.00 EUR (standard Ukraine/Europe) and 100.00 CAD for Canada (note: within Canada and within Ukraine based on the invoice description), and 100.00 USD for the USA (note: within the United States and within Ukraine based on the invoice description). The customer can change this amount at their discretion by contacting the operator (additional service and additional invoice payment).
We are not responsible for damage to goods shipped by the sender without proper packaging.

The sender assumes full responsibility for any loss or damage caused by inappropriate/poorly packed contents in the parcel.

Items requiring special handling, transport, or storage conditions, including:
- TVs, monitors, laptops,
- cameras and lenses,
- kitchen stoves,
- fragile materials: crystal, ceramics, porcelain, plaster,
- mirrors or items with mirrored inserts,
- glass items (e.g., bathtub screens, glasses, vases, etc.)
- eyewear, optical equipment (e.g., telescopes or binoculars),
- plants, seeds, flowers, fertilizers and plant-related goods
- liquids, electronic cigarettes,
- stringed instruments (bowed or plucked);
Valuables:
- precious metals or stones and products made from them,
- jewellery,
- artworks or items of artistic value, antiques, and other items whose value depends on age, rarity, or subjective features,
- numismatic items or philatelic collections;

Payment instruments:
- cash
- payment cards, credit cards, prepaid cards,
- securities such as cheques, promissory notes, bonds, shares, passbooks

All items that were poorly packed or not properly secured, without fillers such as foam;

From Ukraine:
- to Poland — up to 4–7 days
- to Italy — up to 5–7 days
- to Canada — up to 11–17 days
- to the USA — up to 11–16 days.

From Italy:
- to Poland — up to 3–5 days
- to Ukraine — up to 3–4 days
- to Canada — up to 7–10 days
- to the USA — up to 7–10 days.

From Canada:
- to Ukraine — 10–18 days

* Timeframes are provided without customs clearance and without weekends/holidays (Saturday, Sunday)