FAQ

Frequently Asked Questions

Online Market Logistics LLC are users who can buy almost anything they want, from wherever! We will ship the order right to their doorstep, it doesn't matter where they live.

Anyone from anywhere in the world can become a Online Market Logistics LLC. It is totally free and really easy. Navigate to the Registration page and enter your information. Once you are done, you will receive an email from us to verify your account. After verifying your account, you can log in for the first time. Upon first login you will be asked to enter your complete shipping address.

NOTE: Please provide the same shipping address associated with your credit card or bank account. In other words, your shipping and billing address must much. We verify your address with your selected method of payment and only ship to the address that is linked to that method of payment.

Yes, all you need to do is submit a Shopper Purchase in the country your Online Store is located. Provide all necessary information including direct URL links to the items you are requesting. A Shopper will purchase and recieve items on your behalf and ship them to you. We hold your payment until you confirm you have recieved the order. Once confirmed, we release funds to the Shopper.

There is no limit to the amount of items you can purchase per request.

Yes, we can consolidate all of your packages in one box to save you shipping charges, your savings are very important to us.

Yes, we understand that companies ship in large boxes, to save you money on shipping we will repack your items into the smallest box possible without compromising safety and damage of your items.

Customs Value: This is the value that we put on the Commercial Invoice, it is the value your customs Agency will assess and determine wheather or not customs is due on the items being imported. It is also your responsibility to put determine this value, we simply put whatever you tell us to put. Example in United States, personal items exceeding $800 will be charged customs tax. If the value is less than $800, we dont have to pay customs in the United States. It is your responsibility to know how your Local Customs Agency works and what they charge.

Insurance Value: If you want to insure your package through the Shipping Carrier, your package will only be insured up to the value you put in this field. The reason both Customs and Insurance value share the same field is becasue they have to be the same. You cannot claim that your package is only worth $10 to Customs Agency and then claim insurance for $100 if your package is damaged.

***The published shipping rates are for door-to-door delivery. You may also be liable for tax and import duty and this differs from country to country. Many countries have a duty free concession where goods below a certain value can be imported without duty and/or tax. You should reference each country's local customs department for more information on duties or import fees. This is your responsibility.

We offer Online Market Logistics LLC Protection along with all of your purchases. When you pay for your requested items, you pay us, not the Shopper. We hold your funds until you recieve your requested products. As soon as we get confirmatin that you recieved your items, we release the funds to the corresponding Shopper. All shipments are tracked and verified by our carrier so we know what is on its way and when it arrives at your doorstep. If your package gets lost or damaged, we claim insurance on your behalf through the shipper.

You can only send messages to Shoppers you are 'connected' with. Connections are made as soon as a Shopper submits an offer to you but are terminated once you complete the order by marking the Purchase Request as recieved in our system.

Please check before you shop. Due to US export regulations and carrier restrictions, we are not able to export certain items. Before you buy items from the USA or other countries, please be sure they are not on our "Do not Purchase List":.

To get you what you want, we have also introduced Assisted and Shopper Purchase requestS. We or our Shopper will buy the item for you.

Although it is not a requirment, we recommend you fill out Incoming Package form. It is a very short 3 step form.

Insurance is available via DHL and USPS. Aramex will only cover up to $100. Please Contact us for any claims .

A Direct Purchase allows you to Purchase products from any US Online store using your own payment method and ship them directly to our warehouse. .

Not all US online stores allow you to use foreign credit cards on their websites and some require you to have a US Billing address, for this scenerio we have created Assisted Purchase. Simply fill out the Assited Purchase Request form and let us know what you would like us to purchase on your behalf. We will purchase and receive the requested items for you and forward them to your international address.

Some online stores will ask for a US phone number. Do not place our phone number otherwise your order would be most probably cancelled which is because if the seller receives several orders on different names and credit cards but with the same phone number their system could detect it as a risky order so you need to place your own phone number. You can get a US phone number with many online services.

You can purchase up to 5 items per Purchase Request.



Shoppers

Shoppers are trusted people, all over the world. They know where to shop and where to find good deals. They will physically purchase requested items for you and ship them to your address with trust.

As a Shopper, you are required to have a Bank Account. When you submit a withdraw request, we will send a direct deposit/wire transfer to your bank account.



Payment

Currently, the following are the available modes of payment: - Credit/Debit Cards - from all over the world

  • - PayPal
  • - BitCoin
  • - Bank Wire Transfer
  • - TransferWise
  • - Cash (offered only in some countries)

We do not have spending limits but if you spend more than $500 on a single request it will be held for a longer period of time. We cannot purchase requested items until your payment clears our Bank. To avoid delays when spending more than $500, please use BitCoin, Transferwise or Bank Wire Transfer.

We are up front about all of our fees, no hidden charges.

The payment methods we offer may vary depending on your location. We accept:

  • - Credit Cards
  • - PayPal
  • - Bitcoin
  • - Bank Wire Transfer
  • - QiWi (for Russia)

We do not accept cash payments, not even for local pickup.

Processing times vary upon payment method. Most credit card, PayPal and Bitcoin payments will be processed immediately. Though some transactions may take 15 minutes or even a few hours. Wire transfer payments take 5-7 days to be added into your account.

We ask that you allow up to 24 hours for your payment to appear on your Online Market Logistics LLC account, but most payments are posted within minutes. If after few hours your payment is still not showing on your account, please submit a support ticket with the following information:

  • - Paypal - Please provide us with the unique transaction ID.
  • - Credit Card - Please provide us with the first six and last four digits of the card used. For your safety, DO NOT send your full credit card number.
  • - Bitcoin - Please provide us with the date and amount deposited in USD along with the Online Market Logistics LLC order number.
  • - Wire Transfer - Please provide us with the wire transfer receipt or the name the wire transfer was made under, the amount deposited in USD and the date of the wire transfer.
  • - Other Payment Methods - Submit a support ticket for further assistance.

The most common reason for credit card decline is that the card provider is blocking international payments. First verify with your bank or card provider that they allow international payments. Please also verify that the billing address on your account is correct. If you continue to receive an error message, please take a screen shot and submit a support ticket through your account. For your safety, DO NOT include your full credit card number.

If your account is new, with no packages or pending assisted purchases, you can only make a deposit via wire transfer or Bitcoin. Once we receive your first package or you create an assisted purchase request, you will be able to make a payment using additional methods. We require a minimum of $5 USD per deposit.

After logging in, simply click " + ADD DEPOSIT" underneath "Account Balance"
The minimum amount is $5. Second, you’ll need to select your payment method.

Wire Transfer — This method is only available for amounts over $50. Please be aware that additional bank fees of $16 apply for all wire transfer payments. The payment instructions will be displayed on the screen. Keep in mind that we do not accept payments from third parties. If there are any discrepancies in the name, address, postal code, or any of the payment information entered, we will ask for additional documentation for verification (Photo ID, copies of card, etc.).

Credit Card — Simply enter your credit card number and the billing information.
In some cases, you may notice a payment is debited from your credit card, but not reflected in your account. That happens if the credit card processing company placed your funds on hold for security reasons while they verify the payment. The process takes two to three business days, after which the funds are either transmitted to us or returned to the card depending on the results of their investigation.
Sometimes the system will display an error message when trying to make a payment. That is also because the credit card processing company found a discrepancy with the payment. We recommend either using a different card or contacting your bank about the issue. We cannot manually process a card that is being refused by the system.

PayPal — You will be redirected to the PayPal website where you will need to confirm your payment. Please make sure that the name on the card or PayPal account matches the name on your Online Market Logistics LLC account. If there is a middle initial or prefix or suffix, it has to be entered in the payment window and has to match the Online Market Logistics LLC account. Also, the PayPal account info needs to be in English. Foreign characters are not translated by our system, and will cause the payment to be held until it is verified.

Bitcoin — You will be redirected to Bitpay. There are no spending limits when paying with Bitcoin. Usually it takes about one hour for your deposit to be in your Online Market Logistics LLC account. However, in some cases, it might take up to 24 hours for the payment to clear. You will get 4.3% bonus to all deposits paid by Bitcoin.

No, you do not need to add a deposit before the package arrives. Once the package arrives and you are ready to ship it out, you can add a deposit.



Tracking Updates

All packages mailed out by Online Market Logistics LLC can be found by clicking on the "Sent Packages" tab at the top of your account. Each package has a tracking number link which will open a new tab displaying tracking information for your package. All packages are assigned a tracking number but not all shipping methods provide tracking updates.

If you are using one of these carriers (USPS, Australian Post or Boxberry) and your package was in Tualatin, Oregon; we will transport it to Hawthorne for shipment out of there. This may take 2-3 days. Tracking information will be updated online then sent to the location you provided.
- Boxberry tracking is only available once the package arrives in Russia.

If none of these apply to you, please feel free to contact our customer service team by one of three ways:
- Live Chat (Monday-Sunday 12AM-8PM PST)
- E-Mail us [email protected]
- Open a support ticket within your account.



Shipping

The shipping rate for each parcel is calculated at mail out and is dependent on the destination, carrier selected, weight of the package, dimensions of the box and declared value. You can use our Shipping Calculator to estimate shipping rates based on these criteria.

If you want to see which options are available for your specific destination, check out our International Shipping Calculator.

The carriers we have available for your selected destination will be shown in our Shipping Calculator. If you don't see a carrier option, we don't currently offer it for your selected destination.

We are constantly evaluating our carrier partners to ensure that we are offering you reliable and cost efficient options. Available shipping methods depend on destination, weight, dimension and declared value of your parcel.

If a shipping method is not available for your package during mail out, then please click the "Show Unavailable Shipping Methods" button below the list of carriers. This list will show the unavailable shipping methods and reasons for why these shipping carriers cannot be selected. It is usually due to the size and/or weight of the package or the declared value.

Most mail out requests are completed within 1-2 days. Depending on time zones, weekends, U.S. holidays and carrier pickup schedules, times may vary.

The following carriers pick up packages Monday -Friday from all warehouses:
- DHL
- USPS
- FedEx


Monday-Friday, from our Hawthorne warehouse only:
- Airmail Economy
- Online Market Logistics LLC Preferred Carrier with Australia Post
- Online Market Logistics LLC Preferred Carrier with DPD


Others from our Hawthorne warehouse only:
- Online Market Logistics LLC Preferred Carrier with Sagawa - Tuesday - Friday
- Aramex - Tuesday and Thursday
- Boxberry - Friday Only
- Pony Express - Friday Only


If your package is in Tualatin and is shipped through a carrier that is consolidated in Hawthorne, please know it can take an additional 2-3 business days for the package to be delivered.

Unfortunately, we cannot ship to APO or FPO addresses. We can, however, ship to international P.O. boxes only through our USPS and AU Post shipping services. We do not ship to P.O. boxes within the United States.

We only accept prepaid labels for returns back to the seller. We do not allow shipments using personal shipper accounts, third party pickups, or the use of prepaid labels. Please view our Shipping Calculator for a full list of your shipping options.

No, we do not accept prepaid shipping labels. The only exception are returns where the merchant provides Online Market Logistics LLC with a prepaid label.



Shipping Cologne/Perfume With Online Market Logistics LLC

Perfume/cologne is considered a Dangerous Goods by the airlines dues to flammable alcohol inside. That means we only can ship perfume with FedEx, DHL or Pony Express.

Unfortunately, no, our shipping is limited by the country and zip code.

Shipping perfume/cologne to Russia, is limited to certain addresses in and around Moscow and St. Petersburg with the Pony Express.
- Postal codes are between 108800 and 613648 but area restrictions may vary.

Shipping perfume/cologne to Brazil, is limited to certain addresses in Rio De Janeiro, Sao Paulo, Santa Catarina, and Rio Grande Do Sul via FedEx.

Yes, the fee's you'll pay excluding your shipping costs are:

With Pony Express
- Dangerous goods fee = $10/per package
- Processing fee = $2/per package
- Custom duties and taxes (paid after the package arrives in Russia)

With FedEx
- Dangerous goods fee = $39/per package
- Processing fee = $2/per package
- In case you have to pay duties and taxes (paid after the package arrives in your country)

With DHL
- Dangerous goods fee = $95/per package
- Processing fee = $2/per package
- Custom duties and taxes (paid after the package arrives in Russia)

Perfume/cologne is considered a Dangerous Goods by the airlines due to the flammable alcohol inside.

Yes, limit is 500 ML per package, and max weight per package of 30 kg. Each package is limited to 5 bottles of perfume/cologne.



Claims

1. Login to your account

2. Find the package in question and select one of the options to the right (as shown below).

If you received an incorrect package in your Online Market Logistics LLC account.

  • - Please create a support ticket. Our warehouse staff will then remove the package from your account.

If you received an incorrect package at your home

  • - Please create a support ticket and upload photos of the package labels and contents. We will then provide you with further instructions.

At Online Market Logistics LLC, we do our due diligence to inform customers if we notice a package arrived with any damage. But ultimately, it is your responsibility to ensure all items arrive to us in proper working condition.

Please bear in mind that all packages arrive to us on pallets from the carriers, so we are unable to inspect each package at the time of delivery. We ask that you view the incoming photos provide and if you wish to see the contents, please request content photos to be taken.

We cannot honor any claims for packages that arrive to our warehouse damaged, even if the seller denies your claim.

If we are at any time unable to locate your package, your package will be marked “Lost in Warehouse” and we will take 3-4 business days to complete a thorough search for your package. If we are unable to find your package, you will be notified via a support ticket and a claim will be started.

Nothing will be required of you until a claim is started. At that point, we will ask you to provide us with the seller’s invoice to prove the purchase price of the lost items. Once you provide us the seller’s invoice, we will reimburse you for your loss within 3-4 business days.

If your package is located and you have not yet been reimbursed, the package will be reentered into your account and you will be notified. If your package is located after a reimbursed has been made, you will be given the option to either keep your reimbursement or return the reimbursement and have the package added back into your account.

Please note that any reimbursements are based on the declared value and it is your responsibility to ensure that your packages are declared completely and accurately as soon as the package arrives. Please also understand that we cannot offer any compensation for delays caused by lost packages.

Whenever insurance is purchased, content pictures are taken of the package to document the condition of the package prior to it leaving the Online Market Logistics LLC facility. If anything should happen to the package, in order for us to be able to process a claim for any damaged items you may receive, we need to know the condition of the items before they were shipped. We do this by taking content photos. If you request damage and delivery insurance for your package and content photos have not already been taken, a content photo request will be added at the rate of $2.



Insurance

When submitting your mailout request, you will see an option to select delivery insurance, delivery and damage insurance, or no insurance.

Please note that, even if the insurance fee is included in the shipping fee, you must still select the type of insurance want in order for the package to be covered (see “What do the two types of insurance cover?” below to see what types of insurance we offer).

When insurance is selected, your package is covered by Online Market Logistics LLC. You are not required to issue a claim with the carrier yourself, we will work with the carriers on your behalf to process any claims.

Delivery Insurance: This insurance covers the content value and the shipping costs of any package that is lost in transit. This only covers lost packages. This does not cover packages that are seized by customs, refused, abandoned, etc. and if your package is delivered, any missing or damaged items will not be covered.

Damage Insurance: This insurance covers the contents of your package should any items become lost or damaged in transit. It will cover the value of the damaged or missing items only. If a damaged item is repairable, we will reimburse you for the repair costs not exceeding the item value. Shipping fees are not reimbursed for delivered packages, but exceptions can be made if most or all of the items in the package are damaged or missing.

Online Market Logistics LLC offers you the option to purchase delivery insurance or a combination of both damage and delivery insurance.

The insurance fees are calculated based on the value you declare on the customs declaration, and the amount you declare is the amount you will be reimbursed. However, please note that we cannot reimburse you more than what was actually paid to the seller for the item. We will ask you to prove the purchase price with a seller’s invoice or receipt for every claim.

Any service fees Online Market Logistics LLC charges (processing fees, consolidation fees, etc.) are nonrefundable and are not covered by insurance.

You can only apply for insurance, if you selected and paid for insurance coverage on your package at the time of mail out. Please note, that insurance claims and processing times vary by carrier.

Find your carrier below:

  • - USPS & Priority Parcel: You can open a trace or claim after 30 days have passed, but no later than 60 business days.
  • - Airmail Economy & Airmail Priority: Please wait at least 60 business days before lodging a claim, but you must notify us before 90 business days have passed. **
    ** For packages going to Brazil, please wait at least 90 business days but no more than 120 business days to lodge a claim.
  • - All Other Carriers: Please notify us as soon as you notice an issue. This will give us the greatest chance of resolving any possible problems or delays. The deadline to lodge your insurance claim is 60 days after the package ships.

The deadline to submit a claim for any items within your delivered packages that are damaged or are missing is 10 days from the delivery date.

The seller's invoice or proof of purchase is required for any and all claims. This must show the purchase price, purchase date, the delivery address (our warehouse address), and tracking number.

Damaged & Missing Items: Please keep all packaging until your claim is resolved. We will need you to provide photos of the inner and outer packaging as well as photos of any items that are damaged.

USPS & RRD Shipping Methods: We must have a report from your local post office or customs office confirming the package was delivered with missing or damaged items. Please inspect the package at the time of delivery and alert the postal worker if anything is damaged or missing. We cannot accept any USPS claim without this document.

Insurance claims processing depends on the carrier.

Airmail Economy, Airmail Priority, USPS, and Online Market Logistics LLC Priority Parcel are solved in 30 business days from the date we receive all required documents from you.

All other carries are completed in 5-15 business day from the date we receive all the required documents from you.



Returns & Refunds

Know The Store's Return Policy

1. Visit the store website or contact them to see their "returning a package" instructions.
- Some stores will pay for the return shipping charge. Others will require you to pay for the shipping.


Online Market Logistics LLC Return Process: If The Store Gives You A Pre-Paid Shipping Label

PRICE BREAKDOWN
$5 (Place A Special Request To Attach Pre-Paid Label) + $2 (Package Processing Fee) + $1 (Manual Mail Out) = $8 To Return
1. Find the package/s you wish to return and select "Additional Services" on the right side of the package.
2. You will get a pop-up window with all of the services we provide, you'll want to select "Other Instructions" as shown below.


Online Market Logistics LLC Return Process: If You Have To Pay For Shipping

1. Select "SEND PACKAGE" by the item/s you wish to return.
2. Click on "ADD NEW ADDRESS". Enter the address provided to you by the individual/store
3. Follow the steps as you normally would on a regular international shipment, and just confirm shipment on the last step.

IMPORTANT NOTE:
- All your packages MUST be mailed out. It is not possible to process a refund with packages remaining in your mailbox.

1. Go to Account Settings 2. Then, Select Account Membership
3. Finally, Select "Request a Refund"
Follow the instructions on the pop-up window afterwards.

Refunds are processed through the original form of payment when possible. If you deposited funds into your account using either Bitcoin, wire transfer or a card that has now expired, we will process your refund via PayPal if you provide us with a PayPal email.

Please allow 2-3 business days to process, you will be notified by email. If money is refunded to your debit/credit card, it may take up to 2-3 weeks before your bank refunds the money.



Fraud

Online Market Logistics LLC takes fraud very seriously and we do everything we can to eliminate fraud. We have systems and processes in place to protect our clients as well as retailers shipping packages to our warehouses.

We have a strict, zero tolerance policy for fraudulent activities. If your account is suspected of fraudulent activity it will immediately be placed on security review. Pending our findings, your account is subject to cancellation.

If you're a retailer suspecting a fraudulent transaction, please contact us immediately. We want to work with you to help resolve the situation and prevent this from happening again.