What exactly is ‘YOUR PAL IN US’?

  • We are a personal shopping concierge service that helps ship U.S based products to customers globally. We buy items on your behalf, upon your order and ship them directly to you from trustworthy and verified stores.  This includes but is not limited to U.S online stores that

  • Do not ship internationally

  • Require U.S addresses for verification and delivery

  • Do not accept any form of currency except USD.

How does our service work?

  • Simply place an order at our website, or request for a particular item

  • Upon receiving your payment, we will then proceed to purchase that item and have it shipped directly to you.

  • We also handle the inspection of goods to guarantee top-quality, and all other necessary shipping and customs formalities, thus making it stress-free for you.

Why you should use us?

  • We offer the opportunity to purchase items that

  • are not available in your country,

  • cannot be shipped directly,

  • require a U.S address,

  • use the only USD as opposed to other currencies.

What’s a service fee?

  • The service fee that we allocate covers the entire process, from purchasing your item to the initial safety inspection, additional packing, shipping, and other customs formalities and fees.

How long will it take for my order to arrive?

  • Each order varies depending on the store and the country from which you order.

  • Typically, it takes 3-7 business days for the goods to arrive from the store, and international shipping averages 2-8 business days.

  • The estimated time for delivery can also be viewed during your checkout.

Does my order come with International Warranty?

  • This depends on the item purchased and the manufacture. Most items are U.S based and hence only have U.S warranty. We recommend you check the manufacturer’s website when placing the order.

How do I know that the products are authentic?

  • We only purchase items from genuine, reliable, and official retailers thereby ensuring the authenticity of your products.

Will I have to pay custom /import fees?

  • This depends on which country you are shipping too and the type of item purchased.

  • You could also check at the local customs office, or getting in touch with us at our website, to find out the estimates.

 

 

GENERAL

What exactly is ‘YOUR PAL IN US’?

  • We are a personal shopping concierge service that helps ship U.S based products to customers globally. We buy items on your behalf, upon your order and ship them directly to you from trustworthy and verified stores.  This includes but is not limited to U.S online stores that

  • Do not ship internationally

  • Require U.S addresses for verification and delivery

  • Do not accept any form of currency except USD.

How does our service work?

  • Simply place an order at our website, or request for a particular item

  • Upon receiving your payment, we will then proceed to purchase that item and have it shipped directly to you.

  • We also handle the inspection of goods to guarantee top-quality, and all other necessary shipping and customs formalities, thus making it stress-free for you.

What’s a service fee?

  • The service fee that we allocate covers the entire process, from purchasing your item to the initial safety inspection, additional packing, shipping, and other customs formalities and fees.

Which countries can I order products from?

  • As of now, only online stores in the U.S. However, we will soon be expanding to include other countries too.

What’s the difference between us and a parcel forwarder?

  • We undertake the entire process from purchasing to inspections and shipping, making this a hassle-free process for you. Your orders can arrive as soon as 3 business days.

  • Parcel forwarders also help to deliver U.S products internationally.

  • However, increasing the number of U.S stores no longer ship to forwarding addresses.

  • Stores accepting USD only, or a U.S credit card, will be unavailable to make purchases from.

  • They can not assist with returns, exchanges, or warranty claims for your products.

  • It requires more work on your behalf, from initially placing your order, dealing with any issues that may arise in relation to your order, and complete customs formalities and documents upon arrival.

 

 

PRICING

What’s a service fee?

  • The service fee that we allocate covers the entire process, from purchasing your item to the initial safety inspection, additional packing, shipping, and other customs formalities and fees.

Can I view the quote in my local currency?

  • Our quotes are presented in USD, however, you can check the estimate of your currency at www.xe.com. You can also choose which currency to make your purchase in, through TransferWise.

Can I cancel my order? Is there a cancellation fee?

  • Yes, you can cancel your order.

  • The cancellation fee depends on when you cancel your order

  • If the order is canceled before we purchase your goods, you will be refunded the entire payment, bar any expenses incurred during the process of your refund. (Stripe Charges)

  • If the order is canceled after we purchase your goods, you will be refunded the entire payment of your purchase, only 50% of the total service fee. Any expenses incurred during the process of your refund will also be deducted.

  • If we are unable to return your items to the store however, we will not be able to process your cancellation.

How much does it cost to use our services?

  • The cost varies depending on your international address.

  • It is compromised of the

  • Product Cost (from the U.S store)

  • Shipping Fee (as stated by the courier)

  • Service Fee

  • To view an estimate, add the item to your cart and enter your shipping details at the checkout.

  • Our website does not include customs duties, however. These charges will be billed separately by FedEx upon the arrival of the order in your country.

How are shipping costs determined?

  • Shipping costs are calculated depending on your location and the weight and dimensions of your package.

  • They are determined by the shipping courier (DHL or FedEx)

How is the Shipping Fee determined?

  • Service Fee varies on the number of items being ordered and the total cost of your item/s.

  • If the total cost of your items is below 200 USD, the service fee is 30USD for the first item and 15USD for each additional item.

  • If the total cost of your items is above 200 USD, the service fee is 50USD for the first item and 15USD for each additional item.

  • The service fee is the same, irrespective of the type of item.

Why does my quote include a ‘Sales Tax’?

  • Sales Tax is charged if the U.S store and the residential address of the customer are in the same state.

  • Before purchasing your item, we will inform you of the total cost (inclusive of Sales Tax).

  • We always try to purchase your items from stores that will not add Sales Tax, to minimize costs for you.

Will I have to pay custom /import fees?

  • This depends on which country you are shipping too and the type of item purchased.

  • You could also check at the local customs office, or getting in touch with us at our website, to find out the estimates.

 

 

 

PLACING AN ORDER

How do I place an order?

  • Simply search and add an item in your cart and head to the Checkout.

  • Enter your country, and postcode to calculate shipping cost estimates.

  • Select your preferred shipping option and click ‘Continue to Payment’.

  • Enter your full shipping details and click ‘Continue to Payment Details’.

  • Enter your card details and click ‘Continue to Order Review’.

  • Review your details and then place your order.

  • Upon receipt of your payment, we will send you a confirmation email.

If you are paying via TransferWire, we will send you an invoice and instructions separately via email.

What exactly are we?

  • We are a personal shopping concierge service that helps ship U.S based products to customers globally. We buy items on your behalf, upon your order and ship them directly to you from trustworthy and verified stores.  We have a wide collection of U.S stores from which you can purchase your items, all on one platform.

Can I buy items from stores that are not available through this website?

  • Yes! We are constantly adding new products and stores to our website.

  • However, if you can not find what you are looking for on our website, simply get in touch with us, for a custom quote.

What is a custom quote?

  • It is the quote for the product cost, international shipping, and our service fee. This is especially for the items that are not included on our website.

  • Let us know what item you are looking for, and we will source it from an official retailer, and send the quote via email.

  • If you are happy with the quote, please proceed to make the payment via the link provided in the email.

Can I view the quote in my local currency?

  • Our quotes are presented in USD; however, you can check the estimate of your currency at www.xe.com. You can also choose which currency to make your purchase in, through TransferWise.

How do I redeem a store discount code?

  • Simply mention the promo code when you request your custom quote and we will apply it to your final order.

Can I cancel my order? Is there a cancellation fee?

  • Yes, you can cancel your order.

  • The cancellation fee depends on when you cancel your order

  • If the order is canceled before we purchase your goods, you will be refunded the entire payment, bar any expenses incurred during the process of your refund. (Stripe Charges)

  • If the order is canceled after we purchase your goods, you will be refunded the entire payment of your purchase, only 50% of the total service fee. Any expenses incurred during the process of your refund will also be deducted.

  • If we are unable to return your items to the store however, we will not be able to process your cancellation.

What if the product I want it out of stock?

  • If the product you wish to purchase is out of stock, simply join our waiting list, to be notified when the item is restocked and available for purchase.

How do I place a bulk order?

  • If you intend to place a bulk order that exceeds our maximum quantity limits, please get in touch to get your custom quote.

How long will it take for my order to arrive?

  • Each order varies depending on the store and the country from which you order.

  • Typically, it takes 3-7 business days for the goods to arrive from the store, and international shipping averages 2-8 business days.

  • The estimated time for delivery can also be viewed during your checkout.

How do I track my order?

  • We will provide a tracking number for your order through transit after it has been dispatched from our facility.

Is my order insured?

  • Yes. Our quotes include shipping insurance for loss or damage to your purchase during transit.

I can’t add an item to my cart?

  • If you are experiencing any technical issues when adding an item to your cart, please contact us.

I can’t get a shipping quote for my country?

  • If your country is not listed on our checkout list, then we, unfortunately, do not currently deliver to your location. To get updates for the service in your country, please do sign up for our newsletter.

  • If there is an error with the postcode or the city, please re-enter your details and try again. Please note, that our system may have different spellings of your city, as opposed to the local one.

  • If there are any further issues, please feel free to contact us.

My card was declined?

  • If your card details were not processed, then the transaction may have been declined by your bank. We recommend that you try another card, or contact your bank directly for further details.

My order was canceled?

  • Your order may be canceled due to payment issues by our system or if we are unable to purchase your item for you.

  • If your order has been canceled, you will receive a full refund.

 

 

PRODUCTS

What if the product I want it out of stock?

  • If the product you wish to purchase is out of stock, simply join our waiting list, to be notified when the item is restocked and available for purchase.

What items can I buy?

  • We have over 100,000 stores to browse and choose from. We have the latest products and numerous brands from the U.S.

  • If there is any item that you wish to purchase that is not currently available, please contact us for a custom quote.

Are you affiliated with these brands?

  • We are not directly affiliated with any of the brands on our website and hence can not provide specific information pertaining to the company or their products.

  • We source products from popular U.S brands and trustworthy shops.

What websites do you not source from?

  • We can not provide service from

  • eBay

  • Non-U. S stores

  • Websites with negative reviews (We only source from reputable retailers)

  • Third-party sellers

Are there any restrictions on the type of items?

  • We do not purchase items that are illegal or dangerous in any manner.

  • Items that are particularly bulky, heavy, or delicate are also not-supported.

  • Please check your local customs for a list of items that are prohibited from entering your country.

Does my order come with International Warranty?

  • This depends on the item purchased and the manufacture. Most items are U.S based and hence only have U.S warranty. We recommend you check the manufacturer’s website when placing the order.

How do I claim my warranty in case of any damage?

  • In cases of international warranty, it would be best to directly contact the manufacturer. However, we advise you to please to check whether the manufacturers honor the international warranty, before providing order details to them. This may cause us difficulties in making a warranty claim later on.

  • We provide a warranty return service, for a fee of 50USD. You will be responsible for paying the shipping and store-related costs of exchanges and returns.

How do I know that the products are authentic?

  • We only purchase items from genuine, reliable, and official retailers thereby ensuring the authenticity of your products.

Can I buy personalized products?

  • Yes. We do provide service for all items, including personalized products.

  • Simply send us your personalized requests and we will send you a free custom quote.

  • Personalized items may have extended delivery times.

Can I join the waiting list for a particular item?

  • Yes! If the particular item that you wish to purchase is unavailable, then join the waitlist, and be notified when it is restocked.

 

 

SHIPPING

How long will it take for my order to arrive?

  • Each order varies depending on the store and the country from which you order.

  • Typically, it takes 3-7 business days for the goods to arrive from the store, and international shipping averages 2-8 business days.

  • The estimated time for delivery can also be viewed during your checkout.

How do I track my order?

  • We will provide a tracking number for your order through transit after it has been dispatched from our facility.

Is my order insured?

  • Yes. Our quotes include shipping insurance for loss or damage to your purchase during transit.

What countries do you ship to?

  • We ship to over 100 countries. These include Australia, Austria, Bahrain, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong, Iceland, Indonesia, Ireland, Italy, Japan, Latvia, Malaysia, Maldives, Malta, Mauritius, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Serbia, Singapore, Slovak Republic, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom, Vatican City.

  • The full list can be viewed at the checkout shipping costs.

What are the available shipping options?

  • We ship your orders using courier services like FedEx and DHL, to provide fast, safe and reliable shipping.

  • We no longer ship via standard postal services, due to reliability issues.

  • Available shipping options vary according to the location. These will be available to choose from at the checkout and on the custom quote email.

Can I ship to a PO Box or APO address?

  • No, unfortunately, our courier services require full street addresses for deliveries.

Can I ship to a parcel forwarder?

  • No, we do not ship to parcel forwarders to ensure the safety of your parcels.

Can I ship to a hotel?

  • No, we do not offer shipping to hotels, in case of parcels going missing, or being mishandled.

Can I order from a U.S Store and provide this shipping address?

  • No, unfortunately, we do not offer this service. All purchases must be made through our own website.

Why does my quote include rural surcharges?

  • If your location falls outside of the standard delivery areas of FedEx or DHL, an additional charge may incur.

 

 

WARRANTIES

Does my order come with International Warranty?

  • This depends on the item purchased and the manufacture. Most items are U.S based and hence only have U.S warranty. We recommend you check the manufacturer’s website when placing the order.

How do I claim my warranty in case of any damage?

  • In cases of international warranty, it would be best to directly contact the manufacturer. However, we advise you to please to check whether the manufacturers honor the international warranty, before providing order details to them. This may cause us difficulties in making a warranty claim later on.

  • We provide a warranty return service, for a fee of 50USD. You will be responsible for paying the shipping and store-related costs of exchanges and returns.

 

 

CUSTOM DUTIES AND IMPORT TAXES

Will I have to pay custom /import fees?

  • This depends on which country you are shipping too and the type of item purchased.

  • You could also check at the local customs office, or getting in touch with us at our website, to find out the estimates.

How do I pay customs duties/import fees?

  • Custom duties/ Import fees are charged by the courier services, on behalf of your local customs, and you will be informed of payment instructions whilst the parcel is in transit.

  • These charges can be paid either online or over the phone.

When do I have to pay the customs duties/import fees?

  • The courier service (FedEx or DHL) will contact you directly once your parcel is in transit with payment instructions. Once they receive payment, they will deliver your parcel.

  • These fees are not included in our quotes.

Do you offer quotes with custom duties/import fees?

  • No, unfortunately, we do not currently offer that option for our customers.

How do I get an estimate of custom duties/import fees?

  • We advise you to check with your local customs authority to get an estimate of the custom duties/import fees.

Can we declare a lower product value for custom reasons?

  • No, unfortunately, we can not declare a lower product value. Legally we are required to declare the exact product value on customs documents.

Can we declare the purchase as a gift?

  • No, unfortunately, we cannot legally declare your item as a gift.

What information do I need for custom duties/import fees?

  • FedEx requires your importer identification number (e.g. EIN, SSN, VAT, GST, RFC) for clearance at customs.

  • If you are importing items as a company, the clearance process may take longer and you may need to provide additional information such as your Tax ID.

  • However, the information needed varies in each country, so we recommend checking with your local customs authority.

 

 

PAYMENTS AND BILLING

What are the available payment methods?

  • We offer payments through

  • Card payments (Amex, Visa, MasterCard, Discover, Diner’s Club) through Stripe.

  • U.S bank account wire transfers (Via TransferWise).

  • International wire transfers.

  • There is a 1.9% transaction fee to all cards and a 45USD surcharge for International Wire Transfers.

  • TransferWise and International Wire Transfers require an additional 3-6 business days for processing.

Why is there a 1.9% surcharge on cards?

  • Stripe Charges.

Can I pay via PayPal?

  • Unfortunately, we do not accept payment via PayPal.

How do I pay with TransferWise? Do I need to have a U.S bank account?

  • You do not need to have a U.S bank account to use TransferWise.

  • Simply create an account and enter your details. You can even choose to pay in your local currency if it is supported by TransferWise.

  • TransferWise does not add a surcharge, but your bank may deduct a small fee for the outgoing transfer.

  • It takes approximately 3-6 business days to process the transfer.

When do I pay?

  • You are required to the full payment before we can purchase your item.

  • For custom orders, you can choose your preferred payment method via the link that we send you along with the custom quote. Upon receipt of your payment, we will purchase and ship your product.

Do you offer Cash on Delivery options?

  • No, unfortunately, we do not offer this option, as payment is required before purchasing your items.

Do you offer financing options?

  • No, Unfortunately, we do not offer this option, as payment is required before purchasing your items.

Can I pay with a store gift card?

  • Unfortunately, we cannot apply store gift cards to your order.

Can I pay using a credit or debit card?

  • Yes, all major credit and debit card payments are accepted via Stipes. However, there is a 1.9% surcharge.

Can I pay in my own local currency?

  • You can choose to pay in your own local currency through TransferWise.

Will my payment information be secure?

  • All credit and debit card details are processed by Stripes secured payment systems, and protected with 256-bit encryption. We do not store any payment information.

Will I receive an invoice or receipt with my order?

  • Unfortunately, we cannot provide you with the original store receipt as it has our billing and shipping address. We can, however, provide you with our own invoice with the cost breakdown.

  • We do not address invoices to third parties, or back-date invoices.

Can I have a different billing and shipping address?

  • You can request a separate billing and shipping address in your order.

  • However, our shipping couriers will be unable to use the separate billing address due to customs reasons. The invoice provided by DHL or FedEx will be addressed to the shipping address.

 

 

 

RETURNS, EXCHANGES, AND REFUNDS

What is your return/refund policy?

  • We would be happy to assist you with any returns for items purchased through our service.

  • You are responsible for shipping of the items and store-related charges, and an additional 50USD service fee for each item.

  • Please check the store’s policy on returns for details pertaining to your purchase.

What is your exchange policy?

  • We would be happy to assist you in the exchange of your products, as per the store’s exchange policy.

  • You will be responsible for the shipping of your items to the U.S and store-related charges, with an additional 50USD service fee for each item.

Do you charge a fee for returns and exchanges?

  • We charge a 50USD service fee for returns and exchanges of items.

  • You are also responsible for shipping fees of the item, and any store-related charges.

When do I get credited for my refund?

  • We will issue your refund as soon as we receive the amount from the store.

  • Stripe refunds take up to 10 business days to process.

How do I create a refund/return/exchange of my item?

  • If you wish to initialize a refund/return/exchange of any item, please contact us. Provide your name, order number and a detailed description of the issue that you have experienced with the product.

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