From China to all of Kazakhstan

Open “My address in China” on the home screen and copy the fields one by one or tap “Copy all”. In the marketplace app add a new shipping address and fill in the fields: recipient, phone, region and detailed address.

Don't delete or change the #customer code# at the end of the detailed address. Marketplaces hide the recipient's name and phone on the label, so the warehouse can only recognise your parcel by the code in the address.

Once the seller ships your order, add the China tracking number via “Add tracking” on the home screen. It's optional, but we recommend it:

• the warehouse recognises the parcel right away, even if the code in the address has a typo;
• you can enter the item name and value in advance — they're needed for customs.

The full list is under “Prohibited items” in your profile. The most common ones:

• batteries, power banks;
• liquids, aerosols;
• medicines, supplements;
• food;
• flammable items;
• counterfeit brands.

If you're not sure, ask support before you order. Prohibited items are held or destroyed, and the shipping fee isn't refunded.

Most likely the address had no customer code or a wrong one, so the parcel ended up as unclaimed.

First add its tracking number via “Add tracking”: if the number matches, the parcel is linked to you automatically.

If that doesn't help, open “Find a lost parcel” under “Profile”, search by the last 4 digits of the tracking number and send a claim with the full tracking number — once we've checked it, the parcel is yours. Unclaimed parcels are kept for a limited time, so don't wait.

Nothing to do: tell us what's inside when you add the tracking, and once the parcel arrives we weigh it, photograph it and ship it to your default recipient right away.

To combine several parcels into one box (charged by total chargeable weight — usually cheaper), turn on “Wait for my other orders” when adding the tracking. Once everything arrives, go to “Orders” → “In warehouse”, tap “Create shipment”, pick the parcels, the recipient and any extra services, and confirm.

If you didn't say what's inside (or didn't add the tracking), you'll get a notification when it arrives — open it, fill in one line, and we'll ship it.

Extra services: photos of the contents, reinforced packing, removing original packaging, insurance.

Cost = chargeable weight × price per kg. Prices are in US dollars and converted to tenge at the day's rate when you pay.

• chargeable weight is the greater of the actual and volumetric weight, rounded up to 100 g;
• volumetric weight (kg) = length × width × height (cm) ÷ 6000;
• the price per kg depends on the route and destination (Almaty or other regions).

Current prices are on the “Tariffs” page, and you can get an estimate in the “Calculator”. Extra services (reinforced packing, insurance, etc.) are charged separately.

You can pay as soon as an amount appears in the parcel card — even while the parcel is on its way. Parcels can't be handed over until they're paid.

• payment comes from your “Wallet” balance, kept in US dollars and also shown in tenge;
• top up with Kaspi.kz or FreedomPay (Visa / Mastercard / UnionPay);
• turn on “Auto-pay from balance” and parcels are paid automatically when there's enough money.

Only pay in the app and never transfer money to anyone's personal card.

Parcels for personal use within the EAEU duty-free allowance aren't charged duty — currently up to €200 per parcel.

Above that, the app shows the duty and taxes to pay before the parcel leaves the warehouse in China. Some parcels need the recipient's IIN for customs — you can add it in the recipient's details.

The approximate time from the warehouse in China to the pickup point is shown for each route on the “Tariffs” page.

Once shipped, the parcel card shows the expected arrival date, which already accounts for holidays and border crossing closures. Delivery from the seller to our warehouse depends on the seller and isn't included.

You'll get a notification when the parcel reaches the pickup point. Open the “Pickup” tab and show the QR code or pickup code to the staff — after scanning, they'll hand over all your parcels waiting at that point.

Delivery must be paid before pickup. The free storage period is shown on the pickup point's card; after that a storage fee may apply. Check your parcel when you collect it.

For now, parcels are handed out at pickup points only. Choose the one nearest to you when adding a recipient — all points are on the “Pickup points” map on the home screen.

All your parcels are in the “Orders” tab, grouped by status. The parcel card shows the tracking history and photos taken at the warehouse. Status changes come as push notifications and also appear in the “Inbox” tab.

To check any tracking number, enter it in the search bar on the home screen.

Check your parcel at pickup. Parcels with problems show up in the “Orders” tab under “Issues”; you can also message support right away — we'll check the warehouse photos and operation log.

If we're at fault: with insurance we refund the declared value, without insurance — the shipping fee. The money goes to your wallet.

Tap the headphones icon in the top-right corner of the home screen (or “Profile” → “Support”). If the FAQ doesn't answer your question, tap “Feedback” at the bottom and write to us.