Through the PochtaGO PRO service, individuals can quickly and easily send items they’ve purchased from the US.
Top customer questions
Will I get monetary compensation if my package is lost during transit?
Yes. If you select to additionally insure your package when forming your order, in case your package is lost, PochtaGO will compensate the full insured amount and will provide a full refund for the forward request order.
The maximum insured amount cannot exceed the declared package value. If the shipment is not additionally insured, the PochtaGO shipping order will be refunded without a compensation of the shipment’s value.
Please note: in case of a lost package, you will have to provide the purchase documents to prove the insured/declared package value.
The maximum insured amount cannot exceed the declared package value. If the shipment is not additionally insured, the PochtaGO shipping order will be refunded without a compensation of the shipment’s value.
Please note: in case of a lost package, you will have to provide the purchase documents to prove the insured/declared package value.
How much does this service cost?
The standard forward request processing fee is $5.
The final service price depends on the number of packages, shipping price and the selected additional services.
You can calculate the preliminary shipping cost for various shipping methods depending on the package’s weight and dimensions.
The final service price depends on the number of packages, shipping price and the selected additional services.
You can calculate the preliminary shipping cost for various shipping methods depending on the package’s weight and dimensions.
How long can I store my packages at your warehouse?
Packages delivered to our US warehouse, but not requested to be forwarded will be stored for 30 days free of charge.
When this period ends, every package will be charged a storage fee of $1 for each additional day.
After the free storage term, an indicator will appear next to a package in your account together with the accumulated storage fee.
Packages kept for more than 90 days will be removed from your account and disposed of.
Please note: Compensations will not be issued and claims will not be accepted in regards to the disposal of packages past the 90 day period. Packages requested to be forwarded, but not paid for will be stored for 2 days free of charge.
When this period ends, every unpaid package will be charged a storage fee of $1 for each additional day.
If you do not pay for your packages in 30 days since placing the request to forward them, they will be disposed of.
Please note: Compensations will not be issued and claims will not be accepted in regards to the disposal of packages past the 30 day period.
When this period ends, every package will be charged a storage fee of $1 for each additional day.
After the free storage term, an indicator will appear next to a package in your account together with the accumulated storage fee.
Packages kept for more than 90 days will be removed from your account and disposed of.
Please note: Compensations will not be issued and claims will not be accepted in regards to the disposal of packages past the 90 day period. Packages requested to be forwarded, but not paid for will be stored for 2 days free of charge.
When this period ends, every unpaid package will be charged a storage fee of $1 for each additional day.
If you do not pay for your packages in 30 days since placing the request to forward them, they will be disposed of.
Please note: Compensations will not be issued and claims will not be accepted in regards to the disposal of packages past the 30 day period.
How do you calculate the shipping cost if my package is light but takes up a lot of space?
If package dimensions are disproportionately large compared to its actual weight, the shipping cost is calculated based on dimensional weight.
To calculate dimensional weight for air shipments, the following formula is used: length × width × height / 166
To calculate dimensional weight for air shipments, the following formula is used: length × width × height / 166
When will I receive my packages?
Our standard delivery term is 7–12 business days (counting from the day the package is dispatched from our US warehouse).
Shipments are sent out every Friday from our US warehouse.
Please note that delivery times may vary depending on customs procedures, border inspections, or other unforeseen delays.
Shipments are sent out every Friday from our US warehouse.
Please note that delivery times may vary depending on customs procedures, border inspections, or other unforeseen delays.
Can I return my package back to the seller after it has been delivered to the post office in Russia?
No, it is not possible to return the package once it has already been delivered to the post office in Russia.
Can I return my package back to the seller after it has been delivered to my suite?
Yes. If you wish to have the package returned to the seller, please contact us via email info@PochtaGO.com and provide the return label together with return instructions from the store.
Please note: this service has a fixed $20 fee per package (the return label is not included in the price).
In the case of a return, only envelopes can be consolidated.
The first envelope is charged the standard return fee ($20), and for every additional envelope, an extra $5 is applied.
Please note: this service has a fixed $20 fee per package (the return label is not included in the price).
In the case of a return, only envelopes can be consolidated.
The first envelope is charged the standard return fee ($20), and for every additional envelope, an extra $5 is applied.
What services can I get when using PochtaGO PRO?
Services before placing a forward request (can be selected by clicking on a package in your account): $10.00 – Extra photos of one received package (up to 20 photos). $0.00 – Disposal of one package (up to 10 lbs). $20.00 – Package return processing fee (return label not included). Additional services (when placing a forward request):
$5.00 – Package consolidation (2–5 packages).
$1.00 – Extra package to be consolidated after the initial five.
5% – Insurance.
$5.00 – Disposal of tags (includes 10 tags, every extra one is charged $0.30).
$1.00 – Invoice removal.
$0.00 – Repacking method “Standard”.
$5.00 – Repacking method “Additional”.
$10.00 – Repacking method “Safest”.
Mandatory services (when placing a forward request):
$5.00 – Package processing fee (added automatically to the shipping cost; may vary depending on chosen additional services).
$5.00 – Package consolidation (2–5 packages).
$1.00 – Extra package to be consolidated after the initial five.
5% – Insurance.
$5.00 – Disposal of tags (includes 10 tags, every extra one is charged $0.30).
$1.00 – Invoice removal.
$0.00 – Repacking method “Standard”.
$5.00 – Repacking method “Additional”.
$10.00 – Repacking method “Safest”.
Mandatory services (when placing a forward request):
$5.00 – Package processing fee (added automatically to the shipping cost; may vary depending on chosen additional services).
How does the service work?
The first thing you need to do is to register. Then you will be able to log in to your PochtaGO account. Make sure to enter your name correctly as it will prevent possible issues related to customs and order delivery.
If you wish to change your address in the future, you can always do that in your PochtaGO account.
After registering on PochtaGO, you will receive a US address with a unique Suite number. Use it as your personal US address when purchasing items from various US online stores.
When we receive your items, they will be automatically assigned to your account and stored in our warehouse until you decide to forward them to applicable countries.
When ordering from US online stores, make sure that your name, unique Suite number and our US address are provided correctly – it will minimize the risk of a late or lost package.
When you log in to your PochtaGO account, you will be able to view all your packages that we have received at our warehouse. It takes up to 24 hours to upload received packages into our system.
Therefore, do not be alarmed if you see that your package has been delivered but it does not yet show up in your account. Once all packages are uploaded to your account, you will have the option to create a forward request.
If you wish to change your address in the future, you can always do that in your PochtaGO account.
After registering on PochtaGO, you will receive a US address with a unique Suite number. Use it as your personal US address when purchasing items from various US online stores.
When we receive your items, they will be automatically assigned to your account and stored in our warehouse until you decide to forward them to applicable countries.
When ordering from US online stores, make sure that your name, unique Suite number and our US address are provided correctly – it will minimize the risk of a late or lost package.
When you log in to your PochtaGO account, you will be able to view all your packages that we have received at our warehouse. It takes up to 24 hours to upload received packages into our system.
Therefore, do not be alarmed if you see that your package has been delivered but it does not yet show up in your account. Once all packages are uploaded to your account, you will have the option to create a forward request.
Where can I find my personal US address?
After registration you can find your personal US address and unique Suite number by logging in to your PochtaGO account.
How do you identify that the package delivered to your warehouse belongs to me?
Each package is identified by the personal Suite number indicated on the parcel.
What taxes will I have to pay if my package is stopped at customs?
The maximum parcel value exempt from customs duty is €200.
If the value of your goods exceeds this limit, your package may be stopped at customs, and you will need to pay an import duty of 15% of the amount exceeding €200.
The duty is calculated separately for each parcel.
You may declare parcels with a total value of up to €1000.
Please note: PochtaGO does not provide customs brokerage services or assistance with customs clearance.
If your parcel is stopped and a customs notification is issued, you will need to pay the duty when collecting your package at the post office in Russia.
⚠️ The duty rate may vary depending on the type of goods, and other fees may also apply in some cases.
If the value of your goods exceeds this limit, your package may be stopped at customs, and you will need to pay an import duty of 15% of the amount exceeding €200.
The duty is calculated separately for each parcel.
You may declare parcels with a total value of up to €1000.
Please note: PochtaGO does not provide customs brokerage services or assistance with customs clearance.
If your parcel is stopped and a customs notification is issued, you will need to pay the duty when collecting your package at the post office in Russia.
⚠️ The duty rate may vary depending on the type of goods, and other fees may also apply in some cases.
Why was my package stopped at the customs, although the declared value was less than €200?
Customs officers have the right to stop and inspect any package if the declared value or content of the package raise any doubts.
In such case, customs authorities may request to provide the documents that prove the declared value of the goods.
Failure to provide such documents will result in taxes calculated by the customs authorities according to the current market price of the goods.
In such case, customs authorities may request to provide the documents that prove the declared value of the goods.
Failure to provide such documents will result in taxes calculated by the customs authorities according to the current market price of the goods.
How will my items be packed?
While placing a forward request to have your items shipped to Europe, you can choose your preferred packing method.
Standard ($0.00): items will be packed using standard shipping boxes or envelopes.
Additional ($5.00): items will be additionally packed using bubble wrap.
Safest ($10.00): items will be additionally packed using bubble wrap and packaging paper or packaging foam.
Please note: for packages containing fragile items, we recommend using the “Safest” packaging method.
Standard ($0.00): items will be packed using standard shipping boxes or envelopes.
Additional ($5.00): items will be additionally packed using bubble wrap.
Safest ($10.00): items will be additionally packed using bubble wrap and packaging paper or packaging foam.
Please note: for packages containing fragile items, we recommend using the “Safest” packaging method.
Is it possible to have several packages shipped together?
Yes. If you wish to join two or more parcels into a single package, please select the parcels you would like to consolidate on your PochtaGO account package list before placing a forward request.
A fixed $5 fee will be added for consolidating 2–5 packages and an additional $1 fee will be added for each extra package after the initial five.
A fixed $5 fee will be added for consolidating 2–5 packages and an additional $1 fee will be added for each extra package after the initial five.
Will my package be repacked before shipping to Russia?
Yes. If you don’t select the service of keeping the original box, packages may be repacked in order to reduce their dimensional weight and shipping costs.
Please note: claims because of possible damage during repacking will not be accepted. If you don’t want your package to be repacked, select the free service “Original box” when forming an order.
Please note: For oversized shipments that arrive without packaging or with open packaging, repacking is required.
An additional fee applies, based on the time and materials needed.
Please note: claims because of possible damage during repacking will not be accepted. If you don’t want your package to be repacked, select the free service “Original box” when forming an order.
Please note: For oversized shipments that arrive without packaging or with open packaging, repacking is required.
An additional fee applies, based on the time and materials needed.
Can I get an invoice for the shipping service?
Yes, for natural persons we issue a PochtaGO Invoice. If you wish to get a invoice, please contact us after order delivery. PochtaGO cannot provide a VAT invoice as PochtaGO is a US registered company and is not a VAT payer in Russia.
When will my package appear in my account after delivery?
Usually, if the identification information, i.e. Suite number, is provided correctly, packages are uploaded to our system in 24 hours (during business days) after their delivery.
Please note: In rare cases, we receive an unusually big amount of packages in our US warehouse and due to this increased load assigning a package to an account may take up to 5 business days.
Please note: In rare cases, we receive an unusually big amount of packages in our US warehouse and due to this increased load assigning a package to an account may take up to 5 business days.
Who determines and declares the value of my package?
The declared package value is determined and provided by the client when placing the forward request. If you’re consolidating several packages, you need to declare the value and content for each package individually.
What should I do if my package arrived damaged?
If the package arrives damaged, please contact us within 48 hours of order delivery and provide us with a description of the damaged parcel or damaged goods and photos of them as proof.
We will objectively evaluate the damage and will determine the compensation amount.
Please note: the maximum compensation amount cannot exceed the amount paid for the PochtaGO shipping service.
The declared package value is not compensated. Please be advised that compensations are not issued for damaged product packaging.
We will objectively evaluate the damage and will determine the compensation amount.
Please note: the maximum compensation amount cannot exceed the amount paid for the PochtaGO shipping service.
The declared package value is not compensated. Please be advised that compensations are not issued for damaged product packaging.
Can I place an order under a company name?
No, PochtaGO provides delivery services only for private individuals.It is not possible to place an order under a company name or to the address of a legal entity or government institution.
What items cannot be shipped using PochtaGO services?
Is there a limit on vitamins/supplements per order?
Yes. We ship personal-use quantities only. One order may include no more than 10 bottles of vitamins or dietary supplements.
Can't find the answer to your question?See all FAQs