How can we help?

Two addresses in your name: one at our warehouse in Canada for Canadian stores, and one at our warehouse in the United States for American stores. Both carry your one member number.

American and Canadian stores that ship within their own country. Our Canada and USA pages list them by department, and a store that isn't listed works the same way. A few stores do not deliver to forwarding addresses.

Yes. We are Costco members in Canada and in the US, so we buy for you at the members' price, with Buy For Me's published commission.

Copy each line exactly as your account shows it, with your member number on its line. A parcel that arrives without the number waits until we can match it to you.

Some stores refuse a "suite" line. Try putting the suite number at the end of the first address line instead, and tell us if it still fails.

Your own address at our US and Canadian warehouses. You shop as if you lived there, have the order delivered to this address, and we receive it for you.

1. Copy the address exactly as it appears here, line by line, into the store's delivery address.
2. The suite number is the part that matters most: it is your member number, and it is how we know a parcel is yours. Put it on the address line shown, never in a separate note to the store.
3. Copy the phone number shown with the address into the store's phone field: many stores refuse an address without one. The copy button includes it.
4. Use the country's own address: the US one for US stores, the Canadian one for Canadian stores.
5. Your delivery address — where we finally send your shipment — is the separate one in your account, and you can change it any time before you pay for a shipment.
6. If your address page shows a move or a pause, read the date: until then keep using the address shown, and after it use the new one. Press the confirmation button once you have updated the addresses saved in your stores.
7. Choose the store you are ordering from under "Copy for a store's checkout form": the fields appear with that store's own names and order, each with a copy button. For a store known to drop the second line, the suite is written on the street line too.
8. Your delivery address is written in English letters, as the carrier will print it, with the phone's country code (+962…). The form tells you straight away if a line is in another script or too long for a label.

• Don't shorten, translate or reorder the address. Copy it as it is.
• A parcel that arrives without your suite number waits in our unidentified queue until we match it, which delays it.
• If a store keeps dropping the suite number, this page tells you which store, so you can watch for it.
• Check the warehouse's limits before ordering something very heavy or long: a parcel over them may be refused at the door.
• If an address shows a pause warning, don't send new orders there until it reopens.
• A move or a pause never affects a parcel already delivered or on its way: we receive it at the current address and nothing is needed from you.
• The store formats only ever add your suite number to the street line; they never remove it from its own line. A suite that appears twice is fine; a missing one is not.
• Keep each address line to 35 characters and the city to 30 — carriers cut anything longer off the label. Use the second line for the rest.
• In countries without postal codes (the UAE, Qatar and others) leave the postal code empty; don't invent one.
• Why not Arabic letters? Labels are printed in Latin script, and carriers quietly drop their faster services for an address they can't read. An address in your book marked "Update this address" was saved before this rule: edit the field it names and it can be used again.
• Registration does not ask for a delivery address. Add yours here whenever you like, or at checkout; parcels can arrive and wait before you do.
• Parcels the US Postal Service delivers to your US address need a Form 1583 on file. The steps are on this page, under your US address. Other carriers are not affected.
• The Form 1583 section stays folded until you start it: only parcels the US Postal Service delivers need it, and a parcel sent by UPS, FedEx or DHL never does. "Add my address" on your home opens this page on your delivery addresses with the form ready.
• If a country's warehouse has not opened yet, this page says so in place of its address. Its address appears here the day it opens, with the same member number.

We book it in under your name and number, photograph it, and weigh and measure it. You see it in your account the day it lands, and we tell you the moment it is booked in.

Only when you ask for photos of what is inside, or to check a parcel against your declaration, the law and the prohibited list. From the outside, every parcel is photographed when it arrives.

Free for 30, 90 or 180 days, depending on your plan. After that, storage is charged by the day, and 45 days later a parcel counts as abandoned and may be disposed of. We warn you a week before each date.

Check the suite number was on the label. A parcel without it waits in our unidentified queue until we can match it, which can take longer. You can declare it with its tracking number to help us.

Because a large light box takes the room of a heavy one on the aircraft, shipping is charged on whichever is greater: the real weight, or the weight its size works out to. We show the number you will actually be charged on while the parcel is still on our shelf, so a repack is still possible.

Yes. That's usually the easiest moment, because the order confirmation is still in your inbox.

No. Removal is a bin, not a second parcel. If you want the item, leave it in and ship it — or send the whole parcel back to the store while it is still on our shelf.

We haven't recorded which warehouse holds it, so we can't price its storage. The days still count — write to us from your Enquiries page and we'll fix the record.

Everything you've ordered to your CRGOO address, from the moment you tell us it's coming to the moment it ships. This is where you declare what's inside, choose extras, repack or return a parcel, and add it to a shipment.

1. Expecting something? Press "Tell us a parcel is coming" and give the store and tracking number, so we can match it the moment it arrives. As you type the store's name, the shops we know are offered; any other shop is accepted.
2. You are also asked which of our two addresses you sent it to. Only you know that — you chose it when you placed the order — and the label a courier hands us does not always say.
3. When it arrives, its status changes to Received, with photos from our intake desk.
4. Open the customs line under the package and declare what's inside. You can fill it in from your order confirmation or invoice.
5. If a green card says you're paying to ship air, you can ask for a free repack before it ships.
6. Want something out of the box before it flies — an invoice with the price on it, a gift note, packaging you are paying to ship? Press "Remove items", write exactly what should come out, and confirm you understand it is thrown away.
7. Changed your mind? While it's still on our shelf you can send it back to the store.
8. When everything you want is here, add the packages to your consolidation cart and prepare the shipment.
9. Don't want a parcel at all? Press "Discard this parcel" under it. We dispose of the whole parcel, recycled or destroyed, and photograph it as we do. Discarding is free; what the parcel has already run up (storage after its free days, receiving, services done) is shown first and taken from your wallet. You can keep it after all until we have done it.

• A package can't ship until its customs declaration is complete and you've confirmed it.
• The same tracking number can only be declared once. If you have already told us about a parcel, it is on your list waiting, and a second note would only leave an orphan row behind once the box lands.
• No tracking number yet? Leave it blank. It is the commonest case — the store has taken the order and not dispatched it. Add the number from the parcel's row once the store sends it; if it arrives first, we match it to your note by the store's name.
• A parcel you told us about that has not arrived within thirty days says so on its own row. You are the only person who can chase the store, correct a number, or say the order was cancelled, so the row gives you a way to take it off your list.
• Taking a declaration off your list removes it. Nothing physical exists yet, so there is nothing to keep — and if the parcel turns up anyway we will still receive it, we simply will not have been expecting it.
• Storage is free for the days your plan includes; after that a daily storage fee applies. Every parcel on our shelf shows its own clock: free days left, what has been charged so far, and the date it is treated as abandoned if it has not shipped by then.
• A parcel that reached us damaged says so on its row, with the date you need to raise it with the store by. After that the courier's window is shut and the claim can no longer be made.
• A shipment that came back instead of being delivered puts its parcels on the shelf again and says why on each of them. Where the reason is one sending it again unchanged would not survive — an address the carrier could not find, or goods customs sent back — the row says so before you add it to a new shipment.
• Shipping already paid is not refunded when a shipment comes back, and sending it again is a new shipment at the ordinary price. This holds whatever the reason, the carrier's own error included, and it is what every forwarder in this industry publishes: the carriage happened, the carrier does not refund us either. You do get a fortnight on the shelf before storage counts again, so the decision is not made under a clock.
• A package in your cart or in a shipment can't be returned to the store. Take it out of the cart first.
• Every extra shows its price before you ask for it.
• Removal destroys what you name. We photograph the parcel before we open it and after we close it, so you can see what came out, but nothing removed can be sent on later or recovered. That is why the confirmation is asked for before we start and not after.
• While a parcel is on our shelf it is our responsibility. If we lose it or damage it here, you do not file anything — we tell you and pay into your wallet what the goods cost, up to the cover on your plan. Your plan's figure is on the parcel itself; the value protection plan covers more, up to 10,000 per shipment.
• Damage that arrived with the parcel is the store's to answer for and we are your witness; anything that happens after a carrier takes it is the carrier's. The stretch in between is the only one nobody else touches, and that is the one we guarantee.
• We photograph every arrival, and the parcel tells you by when. A promise with a date on it is one you can hold us to.
• The bar above the list is your whole shelf: how many parcels we hold, the weight your shipping will be charged on, and what storage has cost so far. Storage is shown once per warehouse and never added together — a Canadian warehouse bills in Canadian dollars and an American one in US dollars, and we never convert between them.
• Looking for one parcel among many? Search by the store's name, the tracking number the store gave you, or the reference on our label — punctuation and spacing don't matter. You can also narrow the list to one status.
• When something is waiting on you, a button above the list says how many and shows only those. It appears only when there is something to do, and it lists only things you can actually do — an undeclared parcel, a damage window still open, one that came back, a name on a label we do not recognise, a parcel you told us about that never arrived. A parcel waiting on our own warehouse is never on it, because a list that asks you to act on things you cannot act on is one you would rightly stop reading.
• Every parcel shows the photograph we took when it arrived, as soon as it has one.
• When we find out what happened to a parcel that never arrived, we stop watching for it and tell you why on its row. It stays on your list until you take it off, and if it turns up we still receive it.
• When we have a question about a parcel, its row says what we asked and gives you the way to answer. The parcel waits on the shelf until then, and is on your list of what is waiting on you.
• A parcel's timeline says what happened to it, one line each: it arrived, it is on a shelf, it went into your box, the box was sealed, it left. Moves between our own shelves and our staff's notes are not shown.
• A parcel you told us to expect that has not arrived after 30 days: we write to you once, to check with the store, and the row says the day we stop watching for it. If it still has not arrived 45 days after you told us, we stop watching for it and write to you again. If it turns up later, we still receive it.
• A parcel is billed by the greater of its weight and its size: length × width × height in centimetres, divided by 5,000. A light, large box is billed by its size, and every place that shows a weight says so beside it.
• A parcel you told us of is counted as told, on its way to us, until it arrives: nothing of it is on our shelf yet. Its lines told with it only want confirming before it can ship.
• A parcel that comes with postage due or cash on delivery is refused at our door: we pay nothing at the door, and the carrier takes it back to the sender. If you told us of it, its row says so and we email you.
• Telling us a parcel is coming: its tracking number is 8 to 40 letters and digits (spaces and dashes don't count). Leave it blank if the store hasn't sent one yet, and add it later from the parcel. Describe each item in at least 3 letters, saying what it is, such as “laptop computer” rather than “PC”: the same words go on its customs form.
• If the goods you declare include something airlines have rules for, such as perfume, an aerosol or a battery, and we did not record it when the parcel arrived, we check the parcel before it can go in a box or leave. It is routine, and we write to you if we need anything.

How long your packages can wait with us for free, what they cost after that, and which of them are costing you now.

1. Every package gets the free days your plan includes, counted from the day it arrived.
2. After the free days, storage is charged per kilogram per day.
3. This page shows what has accrued so far, and which packages are past their free period.
4. The charge is added to the shipment those packages leave in — never taken from your wallet in the meantime.

• A bigger, heavier package costs more per day, because storage is per kilogram.
• Shipping sooner always costs less: the day counter doesn't reverse.
• Packages left far too long are treated as abandoned, after warnings; that rule is on the storage page and in the terms.
• This page also shows your free receivings for the month and when they renew.
• Only packages whose storage is still running are listed: those on the shelf, and those packed in a box you haven't paid for yet. Once you pay for a box, its storage is on that shipment's invoice and its packages leave this page.
• A packed box's storage stops while it waits for us: a parcel in it being checked, its payment or your account with our team. It runs while it waits for you, to pay or to send what we asked for.

Yes, parcels at the same warehouse, repacked smaller and lighter. Your cart shows both prices before you commit: each parcel alone, and combined. Combining is free on Plus and Pro. Parcels in Canada and in the US always ship separately, each from its own country.

One box of five items costs far less to ship than five boxes, because carriers charge per shipment and by size.

It's done before the package is packed for shipping, usually alongside other work on your parcels.

Where you choose which parcels travel together in one box. Adding parcels to the cart is free and reversible; sending them for packing is the step that starts the work.

1. On each parcel you want to send, press “Add to cart”.
2. Open the cart — beside your parcels on a wide screen, or from the bar at the foot of the page on a phone — and check everything you want is there, and nothing you are still waiting for is missing.
3. Press “Send for packing”. Every parcel in it goes to our packing bench together, and shows under “In a box”.
4. Our team packs them into one box, weighs it, and then checkout opens for you to choose a carrier and pay.
5. Before you send them for packing, choose how they are packed if you want (“Change” in the cart): keep each store's box, or remove shoe boxes and retail packaging (both free), a double-walled box or bubble wrap on every item (each with its price). Nothing ticked means we pack it as we judge best. A paid choice is charged only if we give it.

• Your plan sets how many packages one shipment can hold.
• Adding and removing is free while parcels are in your cart. Sending them hands them to our packing bench, and from the moment our team starts packing, the box can no longer be taken apart — which is why nothing is charged for changing your mind before then.
• Packages from the US warehouse and the Canadian warehouse can't travel in the same shipment.
• You can call back parcels you sent for packing, and they go back on the shelf, as long as our team hasn't started packing them.
• A package being returned to a store, or with an unfinished job on it, can't be added to the cart.
• Each warehouse shows what its parcels would cost to ship before you commit to anything — the estimate, what the same parcels would cost sent one by one, and what combining saves. Nothing is added across the two warehouses: one bills in Canadian dollars and the other in US dollars, and we never convert between them.
• It is an estimate, and it says so. Carriers charge the greater of the weight and the size of the box, and your box does not exist yet: packing removes empty space, and the new carton and its padding weigh something. The real figure is set when the box is packed and weighed, and you see it at checkout before you pay.
• If one parcel in a warehouse hasn't been weighed and measured yet, we show no figure for that warehouse at all rather than a total that leaves it out. A number that is quietly too low is worse than no number.
• The cart also says what waiting costs. Storage is free for the days your plan includes, and after that another day on the shelf has a price — so the choice between shipping now and waiting for one more parcel is a choice you can actually price.
• A parcel in your cart that we are checking, or that waits for your answer, cannot be packed. Its row in the cart says so. Take it out of the cart to send the others for packing.

Stores pack for delivery in their own country, where a big box costs them almost nothing. Carriers abroad charge for the space a box takes up. When a package is charged for its size rather than its weight, we offer to move it into a box that fits, free.

1. A green card appears under a package that is charged for its size, showing what it weighs, what it would be charged as, and how much a repack could save.
2. Press "Repack it for free".
3. Our team moves it into a smaller box with proper padding, then weighs and measures the new box.
4. You get a message with what it's charged as now, and what you saved.

• Repacking is always free, on every plan.
• The saving shown first is an estimate ("up to"); the real one is confirmed once the new box is weighed.
• If the original box already fits, we don't repack it and tell you why.
• Keep the original box if you might return the item, or if it's a gift that should arrive in its retail packaging.

Your account shows the carriers' prices side by side, for your box's real weight and size, before you pay. Our own fees are on the pricing page.

If your country charges them, yes. Duties and taxes are paid when the parcel arrives, to the carrier or your customs office, and your country sets them, not us. We fill in your customs declaration from your invoice.

Weapons and explosives, dangerous goods, controlled drugs, counterfeits, live animals and perishables, cash, and some export-controlled electronics. Your own country may restrict more.

It's an optional declared-value protection plan we operate directly, not a licensed insurance product, so it doesn't carry the same regulatory guarantees. See the Pricing page for the details.

No. Describe what you bought and leave the field alone — we search the official schedule against your description and fill it in. If nothing matches, the parcel still ships and the carrier's customs broker classifies it at the border, which is what happens at every forwarder.

Usually it's printed on the item or its box — "Made in Vietnam". If you can't find it, choose "I don't know": it's a real answer here, not a dead end, and our team reads it off the goods when the parcel reaches the bench.

A photo or a scanned page has no text to read. We still keep it with your package; type the items in from it.

We compare what we read with the subtotal printed on your order and warn you when they differ. Check for a missing item or a price read as the total for several.

We don't state a time. We will email you as soon as the box is weighed and ready to pay for. If you are in a hurry, FastLane puts your box ahead in the queue.

No. While a box waits for us its storage stops, and its card says how many of its free days it has used. If we ask you for something, the days count until you send it.

Your plan's free days had passed for one or more packages. Shipping sooner costs less.

Before a package can ship, you declare what's in it: each item's description, quantity and value. That's all we ask you for, because that's all you can be expected to know. The tariff code we search for you against the official schedule, and the country of manufacture we ask about but never require. You are the declarant, so this is your legal statement to customs, and you read it before it goes.

1. Fill it in the fast way: open "Fill this in from your order confirmation" and paste the store's email, or upload the invoice PDF, the saved email (.eml) or a screenshot.
2. Check every item we filled in against your order: the description, the quantity, and the value per unit.
3. Optional: open "Search the official tariff" to choose the classification yourself, and say where each item was made if you know. Leave either blank and we'll do what we can — neither one stops you saving or shipping.
4. Tick the confirmation that the declaration is true and complete and that you're responsible for it.
5. Press "Save declaration". Any classification we found from your description is filled in and labelled as ours, so you can see it and change it.

• Be specific. "Gift", "samples" and "personal items" are the descriptions that get parcels held.
• The value is what you paid per unit, in the currency you paid.
• What you paste or upload is kept with the package as the record of where your declaration came from, for the period in our retention policy.
• Changing any item needs a new confirmation.
• Once a package has shipped, its declaration can't be changed.
• If the store put an invoice inside the box, our team photographs it at intake. You'll find it under the package, and you can declare from it.
• If the classification code and the country of manufacture are beyond you — and for most people they are — ask us to fill them in. Our warehouse has the goods, the store's invoice and your order in front of it, which is more than you have. The price is shown before you are charged.
• Even when we fill it in, the declaration stays yours. We write a draft, you read it, and nothing is filed until you confirm it. That is the law rather than our preference: the person whose goods these are is the declarant, and no fee changes that.
• We will never put an example code in the field for you to copy. A code that fits somebody else's goods is a false declaration with your name on it, and the field used to show one.
• What we fill in comes from the published tariff schedule, searched against the words you wrote. You always see the schedule's own wording, never our summary of it, and a line we couldn't place is left blank rather than guessed at.
• Nobody guarantees a classification — not us, not any forwarder, not the seller. What we guarantee is that we won't ask you for something you can't know, and won't stop your parcel over it.

"In a box", "On the way" and "Delivered" show your boxes, each with the five steps from our warehouse to your door: at the warehouse, in a box, paid, with the carrier, delivered. Once our team confirms the packed weight, "Pay and send" opens checkout.

1. "Preparing" means our team hasn't packed and weighed it yet.
2. "Ready for checkout" means it has a real weight: press "Pay and send" to choose a carrier and pay.
3. After payment it shows "Waiting for a courier" until the courier collects it from our warehouse. Then it moves to "On the way", with its tracking number and the photo of the sealed box, and you can follow it from here.
4. If a shipment arrives lost or damaged, press "File a claim" and describe what happened.
5. Each card lists what is in the box. Once you have paid, it also shows what you paid, the invoice, the carrier and where the box is going.
6. While a box waits for our team, its card says how it is to be packed, and "Change how it's packed" changes it. Once we start packing, the choices stay as they are.

• You can cancel a shipment and put the packages back on the shelf as long as our team hasn't started packing it.
• A shipment can't be paid for while any package in it has an incomplete or unconfirmed customs declaration.
• A claim's compensation is limited to the value you declared, unless you bought the Value Protection Plan.
• While we are checking a parcel in a box, the box can't be paid for. We will write to you if we need anything; you don't need to do anything until then.
• If a parcel in your box cannot be sent, we take it out so that the rest of the box can go on, and we write to you when we do. A box that is already packed is opened and packed again, so its carrier and its price are chosen again. If it was the only parcel in the box, the box is cancelled and nothing is charged.
• If we cannot send your box and stop it because of a failure on our side, what you paid goes back to your wallet: at once, or, for larger amounts, once a second member of our team confirms it. We write to you when it is there.
• A packed box is kept free for a week, then costs by the day until it is paid for. The days it waits for us are not counted: while we check one of its parcels, or while its payment or your account is with our team, its storage stops, and starts again from where it stood. The day before its last free day we write to you. If it is still not paid for 45 days after its free week, we write to you a week before and then open it: its parcels go back on your shelf, where their storage goes on, and its days packed are charged to your balance; what the balance does not cover is owed, as at Fishisfast, which bills a packed box by the day.
• A box that is packed and not paid for can let one of its parcels go: press "Take it out of this box" beside it. We open the box, put the parcel back on your shelf, and pack and weigh the box again. The price, from our fee table, is shown before you confirm, and is paid when that parcel ships; the box keeps its free week. A paid box is opened only if you cancel it.
• A paid box can be cancelled until the courier takes it: press "Cancel this box". Its parcels go back to your shelf. Shipping and protection go back to your wallet, and so do your parcels' storage, receiving and services, because those are charged on the box your parcels leave in. The box's own work is kept: combining, the packing you chose, any handling and its days packed. The cancellation fee, from our fee table, comes off what goes back, never more. Everything is shown before you confirm.
• "Delivered" also lists parcels that were closed without a box: lost in our care, returned to the store, or discarded.
• If we pause a box, its card says why in plain words: what we need from you, or that it is under review. It moves on as soon as the pause is lifted, and we write to you when it does.
• A box can be reported lost once its expected delivery has passed: carriers accept a loss only then. Damage can be reported as soon as it arrives.
• Once a box is paid, where it goes is fixed. If you need it sent to another of your saved addresses, write to us before it leaves the warehouse: a new label has a fee, and the difference in shipping is taken from your balance if the new address costs more, or returned to it if it costs less.
• If we find your box needs something you did not choose, we propose it on the box, with a photograph and the reason, and email you. Nothing is charged unless you accept, and the box waits for your answer. If it is required for safety or by the carrier's rules, the box cannot go without it: accept it, or have that parcel taken out of the box at no cost. If it is recommended, you can decline it; damage it would have prevented is then yours.
• After your box leaves, a carrier can charge for something your delivery address caused: correcting the address, delivering to a home or a remote area, delivering again, or bringing the box back. As at other forwarders, that charge is yours: it comes off your balance with the carrier's document, which you can open on your box. If your balance does not cover it, it is owed, and your next box waits until it is settled.
• When you pay for a box you agree that, if a carrier's charge after it leaves is more than your balance, we tell you and give you seven days to add it; after that the rest may be charged to the card you pay with, or to the card you keep with us. A card that declines is not tried again; the amount is then owed, and until it is added nothing leaves for you.
• Once the carrier has your box, what it says appears under the tracking number, newest first: where it was, and when. Its own words are shown as it wrote them, usually in English. We write to you when the carrier records it delivered, if it reports a problem, or if it is bringing the box back to us.
• Each box has its own reference, BX- and a number, printed on its label at the seal. Give it when you write to us about the box: it names that box and no other.

Three steps between a packed box and a paid one: where it goes and how, then protection and the customs declaration, then the review and payment. The summary beside the steps, or in the bar under them on a phone, shows what the box comes to as you choose.

1. Where and how: your default address is already chosen; "Change" shows your other addresses, and choosing one re-prices the carriers. The carriers are listed with their prices and delivery times; pick one. Under "At the door" you can ask for Saturday delivery or a signature; every price shown already includes what you tick.
2. Protect and declare: add the Value Protection Plan if you want it. Its price is beside it, and it is off unless you turn it on. Without it, if the shipment is lost or damaged we pay you what the carrier pays us for it, or the floor shown on that step, whichever is more; the step also says the carrier's own limit and the cap on electronics. Then read that the destination country may charge duties on arrival, payable to the carrier or customs, and certify that your declaration matches your purchase invoice.
3. Review and pay: every line of the total is listed — shipping, protection, storage, receiving, combining and extras. Then press "Pay", which shows the amount.

• Each choice is saved as you make it, so the summary shows the new figure at once. Nothing is charged until you press "Pay".
• Duties and taxes in your country are never included here. No forwarder can collect them for you.
• After five failed payment attempts, payment on that shipment is paused for security and support has to reopen it.
• Storage and the packed-shipment fee are counted per day, so a total can change if you leave checkout and come back later.
• When your wallet balance for this warehouse covers the total, it is paid from the wallet and no card is asked for. When it covers part, you choose: add the difference to your balance with your card and pay from the balance, or pay the whole box by card. Your bank may ask you to confirm it is you, in a window from your bank. Nothing is charged until the bank says yes.
• The destination is copied onto the shipment. Editing or deleting the address in your address book afterwards doesn't change where this shipment goes.
• Once you pay, the destination is fixed, because the price, the checks and the customs papers are all for that address. To change it, write to us from your Enquiries page before the parcel leaves the warehouse.
• If the address has no phone number, we give the carrier the phone on your account. International couriers need a number to reach the recipient.
• An address a carrier can't print yet — written in Arabic letters, say, or with a phone missing its country code — is shown greyed out with what to fix. Edit it in your address book, then come back and choose it.
• Only the options worth choosing are shown: anything both slower and dearer than another option is left out. Delivery times are the carrier's own estimate for your route, or the service's usual time when the carrier gives none.
• No delivery address yet? Add it in the first step: it is saved to your account as the default and chosen for this shipment.
• After you pay, the box waits at our warehouse for the courier you chose. You don't print anything; we attach the label. When the courier collects it, we email you the tracking number.
• Protection is priced on what you declare in each parcel. Until every parcel in the box is declared, it shows no price and cannot be turned on, and the step lists the parcel that still needs its declaration, with a link to it. If you change a declaration after turning protection on, its price follows the new value.
• Nothing leaves your account before your identity is verified once. While it waits, the top of this page says so with a "Verify my identity" link, and the pay button opens once it is accepted, within one business day.
• A parcel is billed by the greater of its weight and its size: length × width × height in centimetres, divided by 5,000. A light, large box is billed by its size, and every place that shows a weight says so beside it.
• Where your box is going can refuse some goods, or let them in only with a permit. The review step says so, line by line, before you pay. A permit is asked for under Documents as soon as you choose the address, and you can pay once our team has checked it. What each destination refuses is listed on the prohibited items page.

Each parcel that arrives goes into a box of its own and is sent to your default address, without waiting for you. Off unless you turn it on, warehouse by warehouse.

1. Check that your default delivery address is complete: automatic shipping sends there.
2. Choose the carrier service: the cheapest, or the fastest.
3. Set the most one box may cost. A box that would cost more waits for you to pay it.
4. Choose value protection and how the box is packed, if you want them.
5. Pay from your wallet, and if you like, let your card cover what the wallet does not. You read and agree to the exact sentence first.
6. Or choose a schedule: every week, every two weeks, or once a month, on a weekday. Everything waiting then goes in one box, and the page shows the next date.
7. Tick the same agreement as at checkout: a carrier's charge after a box leaves, which your balance does not cover, may be charged to your card after seven days' notice.
8. Press Turn on. To hold a parcel back for combining, press Keep this one on it in your parcels.

• Only parcels that arrive after you turn it on go automatically. Parcels already on the shelf stay where you left them.
• A parcel waits for you if it needs its contents declared, has a service open, arrived damaged, or holds something carriers restrict. Its line in your parcels says which.
• Every box made automatically is told to you, and can be cancelled free until packing starts.
• Asking us to delete your account turns automatic shipping off at once: no more boxes are made. A box already made waits for you to pay for it or cancel it, as any box.
• Turning it off takes effect at once. A box already being prepared stays, and can be cancelled as any box.
• Your card is charged only under the sentence you agreed to, at most the limit you set, and never for a box whose bank asks for you: that box waits for you to pay it.
• A carrier's charge after an automatic box leaves is told to you with the carrier's document. You have seven days to add what your balance does not cover; after that it is charged to the card you keep with us, as you agreed turning this on.
• A schedule combines what is waiting, parcels already on the shelf included. A box holds what your plan allows: the oldest go first, and the rest wait for the next date.
• A schedule runs early in the morning at the warehouse. A day the warehouse is closed moves to its next working day, and changing the day applies from the next date.

No. The account is free and no payment card is asked for. You pay only for what you use, and you see each price before you pay.

Each warehouse charges in its own currency: the one in Canada in Canadian dollars, the one in the United States in US dollars. The two wallet balances are kept apart and never converted.

Use Buy For Me: send us the link, and we tell you the price and our commission before you pay. Then we buy it with our card and it arrives at your address.

No. They belong to two different companies, so they stay separate.

The reason is printed under the totals on every document — either the company is not yet registered to collect tax, or your purchase is an export, which is zero-rated.

We don't change a document already issued. Add your company details and the next invoice carries them; for a document already sent, write to us from your Enquiries page and we can issue a credit note and a fresh invoice.

Because there are two companies, each with its own books and currency. Adding Canadian dollars to American ones would be a conversion, and we never do that with your money.

An invoice carries the date at the company that issued it, not at the place it is read. When it is past midnight in Amman it is still the afternoon before in Canada, and the invoice says so.

Not as cash. What you already paid for the rest of the period comes off the cheaper plan's price instead.

From the day it ends, your parcels are Starter's. One already past Starter's 30 free days pays storage from then, and is abandoned 45 days later unless it ships; one still within 30 days keeps the rest of them.

Your balance with us. Shipping, storage and service fees are paid from it, and refunds come back to it. There is one balance per warehouse, in that warehouse's currency.

1. Press "Add funds", choose the amount and the warehouse, and pay.
2. The balance appears immediately. Every movement has its own number, says what it was for, and carries its invoice, credit note or receipt and who made it. The wallet shows the latest five; "All movements" has the rest, with a search, filters and a monthly statement you can print or download.
3. When you pay for a box, your balance pays it if it covers the total. If it covers part, checkout offers to add the difference with your card and pay the box from your balance, or to pay it all by card and keep the balance.

• The US balance and the Canadian balance are separate and never converted into each other, because each warehouse is a separate company.
• A balance below zero is owed: nothing leaves for you until it is added. Owed for thirty days, your plan ends and your parcels on the shelf are treated as abandoned, as MyUS and Forwardme do; we write to you a week before.
• Refunds go back to the balance they were charged from.
• A returned package's fees are refunded in full if we haven't handed it over yet.
• Each balance holds at most 2,000 in its own currency. Your wallet is prepaid credit for CRGOO's own services and nothing else; keeping it under that line is what keeps it a prepaid balance rather than a financial account. Refunds are never blocked by the limit.
• Adding money is always confirmed with your bank: a window from your bank asks you to approve it. The balance goes up only once the bank has confirmed.
• Money a store gave back for one of your Buy For Me orders comes here, on a line of its own, and can be spent or withdrawn like the rest.
• You can ask for a warehouse's balance back from its card on this page. It goes back to the cards you paid that company with, newest first, and your bank shows it within 5 to 10 business days. What no card can take, our finance team pays you another way and writes to you to arrange it. Giving a balance back has a fee each time and a minimum balance it is done from, both in the price list; the card says what would come back before you ask. Referral credit pays for boxes and services and is never given back as money; it is counted as spent first, so as much of your own money as possible can come back.

Every time you pay us — a shipment, a plan — we issue a numbered invoice. They all live here, and you can print any of them or take a whole month away as a spreadsheet.

1. Pay for a shipment or start a plan. The invoice is issued at that moment; you don't have to ask for one.
2. Open any number in the list to see the full document, then press Print to save it as a PDF.
3. If you buy through a company, put its name, address and numbers in "Who your invoices are addressed to" — the next invoice is addressed to the company.
4. Then name who owns a quarter of the company or more, and who runs it, under "Who owns and runs the company". A Business account names the person in charge at least; nobody else has to name anyone.
5. For your bookkeeper, pick a company and a month under Monthly statement and download the CSV.

• An invoice is never edited after it is issued. If something is wrong we issue a credit note against it, and the two together show what really happened.
• Invoice numbers run in one unbroken series per company per year: CA-2026-000123 from the Canadian company, US-2026-000045 from the American one.
• The company that invoices you is the one whose warehouse received your parcel, in that warehouse's currency. Plans are always invoiced by the Canadian parent in US dollars.
• Both companies' details on a document are as they were on the day it was issued. Changing your details later never rewrites an old invoice.
• Our prices include tax where any applies, so the total on the invoice is exactly the money that left your card or wallet.
• Every invoice and credit note prints your member number under "Bill to", and the monthly statement carries it in its file name.
• The people behind your company are checked the way you are. They are kept only as long as your account: erased with it, and included when you ask for a copy of your data.
• An invoice is dated the day it was at the company that issued it: in Canada for the Canadian company, in the United States for the American one. A monthly statement takes the documents dated in that month.

Plus and Pro are paid plans: more free storage days, free receivings each month, and priority in the warehouse. This is where you start one, change it, or stop it.

1. Choose monthly or yearly. A year costs less than twelve months.
2. Pick Plus or Pro and press the button on its card. The card you pay with is charged straight away, and kept for the plan's renewals.
3. Your plan is active immediately, and the page shows when it renews.
4. To stop it, press "Cancel the plan". It keeps working until the period you paid for ends.

• An upgrade takes effect at once, and what you already paid for the rest of the period comes off the new price.
• Plans renew automatically on the date shown. We email you before a renewal and after it.
• A plan works while it is paid. If a renewal charge fails, its benefits stop at once and your account is on Starter, as at MyUS, whose free storage is for active members. We try the card again one, three and five days after the renewal date, never more often, and you can pay with another card for thirty days: paid, the plan returns from that day. After thirty days unpaid, the plan ends, as MyUS and Forwardme end a membership.
• Moving to a cheaper plan: what you had already paid beyond its price is kept, and comes off its next renewals.
• While a bank disputes one of your payments, or your account is under review, a renewal can't be charged: the plan stops at the end of the period you paid for. A payment of the plan itself that is disputed or refunded ends the plan.
• Asking us to delete your account stops the plan renewing; it runs to the end of what you paid for.
• If the bank says the card can never pay — it has expired, been reported lost, or needs you to confirm the payment yourself — we don't try it again. Save another card with "Change card" and we try within the hour.
• Free storage follows the plan you pay for, day by day. When a plan ends, your parcels are Starter's from that day: one already past Starter's 30 free days pays storage from then, and is abandoned 45 days later unless it ships. Start a plan again and parcels already with us get its free days, counted from their arrival.
• A month's free receivings and services are counted once: changing plan within the month doesn't start them again, and an upgrade adds the difference.
• Plans are charged in US dollars, by card. Wallet balances are for warehouse fees and are never used for a plan.
• Business plans aren't bought here: they're arranged with us directly.
• Plans are charged by CRGOO's Canadian company in US dollars. Your bank may ask you to confirm the payment; the plan starts once it has.
• The card that starts a plan is kept for its renewals, with your consent. We keep only its brand, last four digits and expiry date. An upgrade is charged to the same card unless you give another.
• A change that leaves less than 50 cents to pay isn't charged now: it's added to your next renewal, because a card can't be charged less than that.

Yes, while the store's own return window allows. We send it back for you, photograph the hand-over, and you see every price before you pay. The store decides whether it accepts the return.

Show it the hand-over photo and the reference under your package. That's why we take it.

Not from this page. Once a parcel has left our warehouse, returning it means sending it back to us first.

While a package is still on our shelf, you can send it back to the store. We check it, pack it, hand it to the carrier or the store, and photograph the hand-over. The store refunds you directly, under its own policy.

1. Under the package, press "Changed your mind? Return it to the store".
2. Choose how the store takes it back: a return label it gave you, or a drop-off (a QR code at a carrier counter, or the store's own counter).
3. Add the store's last day for returns if you know it, and any extras: a new box, only some of the items, or an urgent trip.
4. Check the price, part by part, and the date we'll hand it over. Then book the return; it's paid from your wallet.
5. Upload the store's label, QR code or receipt.
6. After the hand-over you'll get a message, and the photo appears under the package.
7. A parcel that goes back whole also pays what it has run up, as it would on a shipment: storage after its free days, receiving if it wasn't free, and services done. Each is a line in the price, and storage stops counting the day you book. A partial return adds none of this: the rest of the parcel ships later, and its box pays it.

• Only a package still in our warehouse, and not in your cart or a shipment, can be returned.
• A low base fee covers the check, the label and the hand-over; a drop-off trip, a new box, a partial return or an urgent trip are added only when you choose them. Current prices are on the pricing page.
• Plus and Pro include as many free returns a month as free packages. The plan covers the base fee only.
• Drop-offs go on our scheduled returns runs. If the store's deadline is before the next run, we tell you before you pay.
• You can cancel for a full refund until we hand it over.
• The store decides whether to accept the return and refunds you directly. We can't promise a refund on its behalf.
• The store's last day for returns is typed in three boxes, day, month and year, as it is on the store's receipt or returns page. It is optional; half a date is not.

Anyone aged 18 or over. We may decline or close an account where sanctions or export rules require it.

Share your personal referral link from the Invite friends page. When someone signs up with it and their first box leaves our warehouse, you and your friend each receive a wallet credit automatically.

Ask for a correction under Privacy and data rather than editing it yourself. It has to match your document, and parcels already on the way are labelled with the old one.

They keep travelling — they are with the carrier. What goes is your account and the data behind it.

That address already had a CRGOO account, so no new one was opened. Sign in with it, or reset the password from the link in the email. The sign-up screen answers every address the same way, so it cannot be used to find out who uses CRGOO.

No. You have one member number. Your US address writes it after "#" and your Canadian address after "Suite": the same number, written the way each country's post expects.

Check your phone sets its date and time automatically; codes depend on the clock. Then use the newest code, not one already used.

Sign in with one of your recovery codes, then set up two-step sign-in on your new phone and get new recovery codes. Staff without recovery codes: ask a SuperAdmin to reset it.

No. The codes are made by the app on your phone, even without a signal. Nothing is sent by text message.

The message is still here, and it counts as sent either way. Check your spam folder, and add our address to your contacts so the next deadline reaches you.

Marketing, yes: use the switch under Notifications and language, or the Unsubscribe link at the bottom of any marketing email, which needs no sign-in. The ones about your parcels and your money are part of the service — turning them off would mean deadlines passing without warning.

Use "Contact us", on the sign-in page and in the site's menu. We answer by email. From that form we tell nobody anything about an account and change nothing on one, because it cannot prove who is writing.

The team that answers that kind of question: operations for parcels and boxes, finance for payments and invoices, support for the rest.

There is no need to write again: we email you when our answer is here, and a second message does not lose your place.

Yes, when the form says you may write in any language: we read your message translated, and answer in yours. A translated answer says so, and shows our original wording.

Your plan, your details and every part of your account in one place, each with a link to its page; and your privacy rights: a copy of everything we hold about you, a correction, or the account's deletion.

1. Check your name, email, phone and country are right. Your name is what goes on the shipping label, so a wrong one is a parcel that may not be handed over.
2. Your member number is at the top of Settings and in your shopping addresses. Quote it when you write to us, and we find your account at once.
3. Invite friends from its own page, under Invite friends: your link, and whether each friend's reward is still waiting for their first box or has been paid.
4. Ask for a data export and we send you everything held about you, in one file.
5. Ask for deletion if you want your account erased.

• The name on your account has to match your identity document. Customs and carriers check it against the parcel, and a mismatch stops the parcel, not the paperwork.
• Your member number never changes and is never reused, even after you leave. It is the number on the suite line of both your addresses, and it is how a parcel arriving tomorrow is traced to you.
• Deletion is permanent. We destroy your photographs, documents, addresses and notifications, with no copy kept and nothing to restore.
• A few things survive deletion because the law requires it: invoices, which both companies must keep for tax, and your member number, so a parcel arriving afterwards can still be identified.
• You cannot be deleted while a parcel of yours is still in the warehouse or a dispute is open. Ship it, return it, or close it first.
• We do not ask for a delivery address when you register. Add it from your account whenever you like, or at checkout: until then your parcels can still arrive and wait.
• A new password is checked against passwords already exposed in data breaches, and refused if it is one of them. Only the first five characters of a scrambled fingerprint of it leave CRGOO; the password itself never does.
• Your member number is not a password. It is printed on every parcel sent to you, so it tells us which account, and we still check who is asking before we change anything.
• Money in your wallet stays yours while your request is reviewed, and is given back when we close the account. The close page says what reaches you. Referral credit ends with the account and is not given back as money.
• Your identity photographs are taken with your device's camera where it has one, the photo of you holding the document with the camera facing you. Where there is no camera, a file is chosen instead, and our team sees it was.

Two-step sign-in asks for a code from an app on your phone after your password, so a stolen password alone is not enough to get into your account. It is required for every staff account and optional for customers.

1. Install any authenticator app on your phone: Microsoft Authenticator, Google Authenticator, or the one in your password manager. They are free.
2. Choose Set up two-step sign-in, type your password, then scan the QR code with the app. If you cannot scan it, type the key shown beside it.
3. Type the 6-digit code the app shows to confirm, and two-step sign-in is on.
4. Save the ten recovery codes somewhere other than your phone. They are shown only once.
5. From then on, each sign-in asks for your password and then the current code from the app.

• Staff accounts must use it. Until it is set up, a staff account can open this screen and nothing else, and it cannot be switched off.
• A code changes every 30 seconds and works once. If one is refused, wait for the next.
• Five wrong codes or passwords in a row lock the account for five minutes.
• Each recovery code signs you in once. Getting new ones replaces all the old ones.
• A staff member who loses their phone and their recovery codes asks a SuperAdmin to reset it. That signs them out everywhere, and they set it up again at their next sign-in.
• Turning it on, off, or resetting it signs the account out on its other devices.
• A staff session ends after 30 minutes without activity, and 12 hours after signing in however busy it is. Sign in again to carry on. Viewing an account as a customer does not restart the 12 hours.
• Changing your password asks for the current one, and signs you out on every other device. You stay signed in on the one you used, and we email you that it changed.
• Changing your email asks for your password, and the code too when two-step sign-in is on. A link goes to the new address and works for one day; nothing changes until you open it. Then you sign in with the new address, every device is signed out, and the old address is told.
• Every password box has a Show button beside it: press it to see what you typed, and press Hide to hide it again. It hides itself when you send the form. If Caps Lock is on, a line under the box says so.
• A new password is typed once. It needs 15 or more characters, in any language: no mix of capitals, numbers and symbols is asked for. Three or four random words make one that is long and easy to remember.
• Turning it off asks for a code from your app, or a recovery code.
• After a change to your password, your email or two-step sign-in, or a new passkey, your account is kept safe for 24 hours: we don't give back wallet money, and we don't hand over a box to an address added or changed recently. Everything else works as usual, and the page shows when it ends.

What we told you about your parcels, your boxes and your money, kept in one place. The same messages go to your email, so this is where to look when one did not arrive or you deleted it.

1. Read the list, newest first. Unread ones are marked.
2. Open one to see the full message and get to whatever it is about.
3. Mark everything read once you have caught up.
4. To be told on your phone or computer as well, turn on notifications under Notifications and language. Each device is turned on in its own browser.
5. Choose the stores you follow under Notifications and language. Their new flyers and announced sales show on your home.
6. Choose how often the sale email comes under Notifications and language: before the great sale days only, or every week. It comes only while marketing email is on.

• Messages about your parcels, your boxes and your money are here as well as in your email, so a spam filter cannot lose a deadline. Messages about your password, your email and two-step sign-in go to your email alone; Security activity lists those changes.
• The ones that need action say so: free storage ending, a document we need, a payment that did not go through, a parcel about to be treated as abandoned.
• A storage or abandonment warning is a real deadline with a date on it. It is the one kind worth opening the moment it arrives.
• We never ask for a password or card details in a message. Anything that does is not from us, whatever it looks like.
• An unsubscribe takes effect the moment you confirm it, and your mail app's own Unsubscribe button works too. Each choice is recorded with its date, as Canada's anti-spam law requires.
• A store's name or a reference inside a message is written in its own direction, so that a reference reads the same in Arabic as in English.
• A message here says what its email says: the same facts on their own lines — the reference, the weight, the invoice, the carrier's dates — and the same reasons. A fact the message does not have is left out, not shown empty. Where the email's button leads, the message leads too.
• Notifications on a device carry the same two lines as the email's subject and opening, and open the same page. Offers are never sent there, whatever you chose for email.
• Signing out takes this device off the list, so the next person to use the browser is not shown your notifications.

The way to reach us. Ask about a parcel, a box, a payment or your account, and read our answer here.

1. Choose what it is about. If it is about a parcel, a box, an invoice or a Buy For Me order, choose which one from your own list.
2. Write your question. Arabic and English are always read; when the form says so, you may write in any language.
3. Add up to three photographs or a PDF if they help: the label, the damage, the receipt.
4. We read it and answer it here.
5. We email you when our answer is here. The email does not carry the answer: you read it in your account.
6. Write back on the same enquiry if the answer does not settle it, or press "My problem is solved" if it does.

• Every enquiry has a reference that starts with ENQ-. Quote it if you write to us about the same matter again.
• After an enquiry closes you can still write on it for thirty days, and it opens again. After that, open a new one and we link the two.
• You can have ten enquiries open at once. Write on the one you have rather than opening another about the same matter.
• Never write a card number, a password or a sign-in code in an enquiry. We never ask for them.
• An answer we translated into your language says so, and lets you read our original wording.
• Your enquiries are in the copy of your data you can ask for, and are deleted when your account is.
• An enquiry we answered closes by itself after seven days with no word from you. We tell you when it does.
• A closed enquiry is deleted two years after it closed.

Yes: paste each link. Each store gets its own card in the basket and becomes its own order, and the fixed part of the commission is paid once for each store. Stores in the United States and Canada are two baskets, each in its own currency.

Asking about the size or colour after the order is sent is what delays a purchase most. If the product comes in only one form, tick "This product has no options".

For stores you can't order from yourself: tell us what you want, we buy it with our own cards and accounts, and it waits on your shelf like any other parcel.

1. Open "New request" and paste the product's link. It goes into the basket of the store's country, the United States or Canada, and into that store's card: each store is its own order, with its own price, invoice, messages and return.
2. For each product write the option you want (size, colour, model, capacity…), or tick that it has none, and the quantity. The price you saw helps the estimate. With no link, type the store's name, then write the product in its card; a photo of it or its price tag helps us find it.
3. Check the estimate, store by store, and send the basket for a price. You pay nothing then.
4. We check each store's price and stock and send you its final price. Pay each order on its own, or pay a basket's ready orders together with one card payment.
5. We buy it. It arrives at our warehouse and waits on your shelf; you ship it from your shipping cart, with your other parcels if you like.

• We take https links from the stores' own sites only: no short links (a store's own, such as amzn.to, is fine), no addresses that are numbers, and no file-sharing sites. Each product shows the site its link opens.
• Our fee is the purchase commission: a rate on the store's total and a fixed part for each store, by your plan and the store's country, with a small fee for each product after the fifth. The estimate and the price show how it was worked out.
• The price is the purchase and our commission only. Shipping it to you is paid from your shipping cart once it reaches your shelf, and customs duties in your country are paid on arrival.
• If the store's total is higher when we buy, we ask you first and buy nothing until you answer, unless you let us buy within a limit you choose when you pay: at most 20% of the goods, with a cap on each order that the page shows. A very small rise, which the page shows when you choose, is ours to cover. If the price turns out lower, the difference comes back to you.
• For an order we buy online or collect from the store, you can pay part from your wallet and the rest by card. What was paid from the wallet goes back to the wallet, and what was paid by card goes back to the card.
• At each payment you agree to the Buy For Me terms: once we have bought, the order can't be cancelled, returns follow the store's policy, and the purchase commission isn't refunded.
• Paying a basket's ready orders together is one card payment, and each order gets its own invoice. Paying together, no price rise is agreed in advance: if a price goes up, we ask you first.
• Each store's card says how long you can ask for a return: while the order is on your shelf, the days are counted from the day its last parcel arrived. Ask from the order's card in My orders. The store's own policy still decides.
• You can have up to 20 orders open at once. When some are completed or you cancel them, you can send new ones.
• We check your identity once before we buy for you. It takes one working day.
• We don't buy prohibited or restricted goods, gift cards, prepaid balances, game credit or crypto vouchers, and we can't use your own store account or loyalty card. Never write a password, a PIN or a gift-card number anywhere: we will never ask for one.
• If a product is sold out and you didn't allow a close equivalent, that product is refunded.
• Something bought at a branch has no order number and nothing in transit to track, so you won't see a tracking number for it. It reaches the warehouse within a couple of days and appears on your shelf then.
• A key, licence or download never becomes a parcel. It appears on the order as a code you open in your account — we never send a code by email, and opening it is recorded. Shops don't take codes back, so once we have bought it the order can't be cancelled or refunded. You are told this before you pay.
• For a pre-order, we record the release date the store gives us and only start asking questions after it passes.
• If you send the same basket twice within a couple of minutes we treat it as one — nothing is ordered twice.
• Paying for an order is always confirmed with your bank, because what we buy for you can't be taken back. We buy nothing until the bank has confirmed the payment.
• If an order arrives damaged we tell you at once, with its photographs. We placed the order, so raising it with the store is ours to do. What happens to it is yours to choose: send it back from the order, or keep it.
• When a store gives money back for an order without taking the goods back, all of it is yours: it goes to your wallet the moment it reaches us, and our commission stays as it was. If the store gives only credit, we hold it for your next order at that store.

A delivered Buy For Me order can be returned. You choose why, see what comes back before you ask, and we handle the store.

1. In My orders, open the order's card and ask for its return there.
2. Choose the reason. The page shows at once what comes back to you, the handling fee, and whether you post the goods back.
3. Send the request. We review it and tell you by email.
4. If the goods are with you, post them to the warehouse address shown, enter the tracking number, and confirm you'll pay any import duty.
5. Once the goods are back and the store has refunded us, we refund the card you paid with. If the card can't take it, it goes to your wallet, and you can take it out at no charge.

• What the store refunds us for the goods comes back to you, once it has refunded us, less the handling fee. Not refunded: the purchase commission (unless we bought the wrong thing), the store visit, the services on your parcels, storage, and the shipping you paid.
• The handling fee is charged unless we bought the wrong thing, or the store sent it broken, sent the wrong item, or sent something other than it described while the goods are still with us. It is fixed when you ask, so a later price change doesn't touch it.
• If you choose "CRGOO bought the wrong thing", we check the order and receipt first. If we bought what you asked for, we correct the reason and tell you why.
• Goods posted back into the US or Canada may be charged import duty on arrival; that's yours to pay.
• You can cancel a return until you've posted the goods.
• For an order that arrived damaged, "Send it back" on the order opens this page with "It arrived damaged" chosen. We raise it with the store ourselves.
• Once the goods have reached you, they can come back only from a store that gives 60 days or more, or sets no limit. You post them back to us at your cost, unused and as delivered, and the handling fee is charged whatever the reason: the store will not pay for the journey from abroad.
• How long you have depends on the store's own window: while the goods are with us, 14 days for a store that gives under 30 days, 21 for 30 to 59, 30 for 60 or more, 45 for no limit, and 14 when the window is not known or the goods came from a marketplace, counted from the day the order's last parcel reaches your locker, and never later than a week before the store's deadline. After shipping: until 21 days before the store's deadline for a long window, or 180 days after the purchase for no limit. The order shows your last day.
• A mistake of ours (we bought the wrong thing), and damage our door recorded when the parcel arrived, can be asked about at any time.
• After your time has passed, ask us from the order: if the store still takes it back, we open the window again while the goods are with us. The store's own return policy still decides, inside your time as after it.
• You can send back some of an order's items rather than all of them. Their price and their share of the tax come back; the store's shipping does not, as it carried the items you keep too. The rest can follow in a later return.