From China to all of Kazakhstan

Your customer code is an 8-character mix of letters and digits assigned when you sign up. Our warehouse in China uses it to tell that a parcel is yours.

You'll find it on the home screen under “Your customer code” — tap the button next to it to copy.

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

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

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

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

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

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

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

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

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

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

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

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

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