Help Center
Most questions have a quick answer, and the ones that do not should reach a person fast. Start with the common questions below, or head straight to a person.
Start here
If you are new, a few things are worth reading before your first order so nothing on the far side is a surprise:
- How it works — the stages an order moves through, from connected store to delivery.
- Integrations — connecting the store you already sell on so orders flow automatically.
- The landed cost calculator — freight, fees, duty and tax broken out before you commit.
- The FAQ — the fuller set of answers, grouped by topic.
Track an order
For the status of a specific order, the fastest path is the tracking on the order itself, which updates as the parcel moves. If a tracking number has not moved for longer than the route should take, raise it with us rather than waiting — it usually means a parcel is held somewhere it can be freed.
Talk to a person
When an answer here does not fit your situation, reach us at [support email]. Include your order reference and, where it helps, a photo — it is the quickest way for us to see what you are seeing and act on it. Our support hours are [support hours].
Common questions
The short answers, by topic. For the fuller set, see the FAQ.
Connect the store you already sell on, confirm which products and locations it covers, and place a test order so you can watch it flow through picking, shipping and tracking before you rely on it. You do not need existing stock abroad or a freight forwarder to begin.
An order that reaches us from your store is picked, checked against what it should contain, packed and handed to a carrier — with the picked, packed and shipped states written back to the order as they happen, so you and your customer are not guessing.
Transit time depends on the route and carrier for the destination, and the carrier tracking number is written back to the order so it updates as the parcel moves. If tracking stalls for longer than the route should take, tell us — a held parcel usually needs a nudge rather than more waiting.
Invoices and payment details live in your account, with charges broken out by line rather than rolled into one number. For the details of how billing is structured, see the FAQ; for a question about a specific charge, reach us with your order reference at [billing email].
Tell us at [support email] with the order reference and a photo where it helps. The photo lets us see what your customer saw and act on it — replace, refund or investigate — rather than trading messages to establish what went wrong.