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Frequently Asked Questions

MY PACKAGE HAS BEEN DELIVERED TO YOUR WAREHOUSE. WHY CAN'T I SEE IT IN MY PACKAGE INBOX?

As we receive several hundreds of packages daily at our warehouses, each package needs to be opened, security screened and tagged before it can show in your Package Inbox. We ask that you please allow 1 business day for your package to show up in your Package Inbox from the point it is delivered.

If your package has still not shown up in your Package Inbox after 1 business day, please contact us at support@jetkrate.com with your Full Name, JKRT/Customer Number and inbound package tracking number and we will assist with investigating.

We’ll email you as soon as your goods have arrived at your Jetkrate address and you can then either choose to have them prepared for shipping straight away or wait until other purchases have arrived and send them in the same parcel.

Our operations team process shipments Monday to Friday 8am to 6pm. Any instructions received by noon (local time) will be processed and shipped the same day. Depending on the level of service chosen, it takes 2-8 working days to prepare the customs documentation, pack your goods for air freight clearance through customs on your behalf, and for your shipment to arrive at your delivery address.

Jetkrate accepts payments via Credit Card, PayPal, Cryptocurrency or Bank Transfer (SWIFT) ¹.

All major credit cards from Visa, Mastercard, American Express and Discover are accepted. 

The following cryptocurrencies are accepted via BitPay: Bitcoin, Bitcoin Cash, Ethereum, Wrapped Bitcoin, Dogecoin, Litecoin, Shiba Inu Coin, GUSD, USDC, USDP, DAI and BUSD ².

¹ Credit Card & PayPal are not currently accepted for shipments to Nigeria or Philippines. 
² We only accept ERC-20 coins on the ETH network. 

We use PayPal as our payment gateway to receive payments for all major credit cards from Visa, Mastercard, American Express and Discover. To pay via Credit Card, simply click the ‘PayPal’ button on the payment method selection screen and select ‘Pay with Debit Card or Credit Card’ when the PayPal window pops up. You will not be required to login or sign up to PayPal for this. 

Yes – and there are heavy fines or even criminal proceedings for anyone trying to evade import tax.

You are the “Importer” for your purchases and are responsible for accurate declaration of the nature of the goods and their value. This information is used by your Customs authorities to determine taxes and duties. All imported goods must be declared to Customs – regardless of whether the goods are new or used or whether you are buying them for yourself or as a gift.

Any tax and duty due will be payable on a COD basis (Cash On Delivery).

Local sales or other taxes may also apply for domestic deliveries from the Merchant to your Jetkrate address. These will show up in your record of the purchase transaction before you make your payment to the Merchant.

Sometimes merchants don’t include an invoice or packing slip with the package. In this situation, Jetkrate will estimate the value of your product based on comparable market pricing. We will notify you of the estimated value and ask you to e-mail us a copy of your online order confirmation. Once the online order confirmation is received, Jetkrate Customer Service will adjust the value and send your invoice to our shipping facility for processing. We will not ship the package until we receive confirmation of the value.

Your suite number identifies you as a unique Jetkrate customer when your package arrives to our hub. Along with your JKRT number, your Jetkrate shipping address(es) can be found when you log into your account and locate “My Addresses” in your dashboard. Each address in this section is displayed in the most common format used by retailers in these countries. However, this can vary from retailer to retailer.

You may have to enter your JKRT number after your name or in the first address line. Where possible your JKRT number should be entered in the first line, as displayed in your Jetkrate dashboard. 

As a reminder, if a JKRT number is not included with the delivery address, we may have difficulty identifying your package and additional fees may apply.

If you are expecting a package but haven’t received a “New Delivery” notice from Jetkrate, please contact Customer Support. We can help locate your package if the retailer did not include the correct suite number on the address label.

Packages that are not identified after 90 days will be disposed of as permitted by law.

Our Package Repacking feature helps save you money on high shipping fees. Sometimes retailers ship your orders to our warehouse in excessive packaging, so when applicable, our team will repackage your items in a small padded envelope. Doing so reduces the package’s volumetric weight, which can lower your shipping fees. To learn more about shipping weight and how it affects your packages with Jetkrate, read our ‘What is Volumetric Weight?’ FAQ.

Here’s What We Don’t Repack

Keep in mind that we only repack individual shipments and do not merge two or more shipments into one. See the following list for items that we do not repack.

  • Fragile or special care items
  • All large electronic goods (laptop, e-reader, etc.)
  • Computer components/parts
  • Computer accessories (mouse, keyboard, etc.)
  • Small electronic accessories such as headphones
  • Gift-wrapped packages
  • Inner-sealed or shrink-wrapped packaging
  • Specialized branded packaging such as designer boxes or wrapping for shoes, boots, clothing and fashion accessories
  • Shoes
  • Auto parts

If your shipment contains items that cannot be legally or safely shipped, we won’t be able to separate those items from other items in the same shipment. As a reminder, if a package contains such items, it’s your responsibility to arrange a return to the retailer, provide an alternative domestic delivery address, or give us instructions to dispose of them. See our Prohibited Items FAQ for more information.

Your deliveries will be stored in your Jetkrate account, free of charge, for up to 30 days for each delivery.

After 30 days, each delivery can be stored for an additional 30 days for a charge of NZD$5 (or local currency equivalent) per day.

We will send you reminders before your 30-day free storage period ends and again before your paid 30-day storage period ends.

The maximum storage time is 60 days. After 60 days, the goods will be considered abandoned, and we may dispose of it in any manner permitted by law

Remember, your POD can consist of several deliveries. You may decide to store deliveries for more than 30 days (at a charge of NZD$5 -or local currency equivalent- per day for each additional day) while waiting for the last item to fill your POD to minimise your shipping costs.

Jetkrate is committed to help you in your international purchases. For that reason, we offer you the consolidate shipment service.

You may ask how Consolidation works. First of all, Consolidation is the process of combining multiple orders onto one tracking number so all your packages will be delivered together but in their original packages. Let’s say you buy the latest smartphone and a pair of T-shirts from Lacoste. Jetkrate will put the original boxes together to be treated as a single shipment, so you will receive the 2 packages at the same time.

Notes:
– You can not​ consolidate packages when using the Economy service.
– Consolidation does not involve repacking multiple packages into one box.

What are the benefits of consolidation?

Due to the handling cost associated with Express Services (which includes courier pickup, customs clearance, and courier delivery), the first half kilo is usually the most costly for the International shipments.

When packages are shipped separately, each package will bear the burden of a minimum charge for the first half kilo.

In the example below, 5 packages are shipped separately to the same address. Each one weighs 1 kg.

When you order your goods from a website, the Merchant will normally take 2-3 days to deliver it to your Jetkrate address. The time interval will depend on which of the Merchant’s shipping methods you select.

We hope to deliver your package within 7 days of the date you pay the international shipping charge and we dispatch it from our export hub. This is an estimate, not a guarantee; shipping time can vary depending on factors such as weather, possible customs delays, and whether the delivery address is in a city or a remote area.

Jetkrate can, if you wish, consolidate your shipments and ship when you instruct; please then allow up to 6 days (depending upon the level of service you have chosen) for your shipment to arrive at your address. On average, it takes 3-5 business days with the Economy Service, 4-6 business days with Standard Service and 2-3 business days with Express Service.

The longest part of the delivery process is often the final mile (or kilometer) of delivery to your address.

If you are normally out during the day, we can deliver your shipment to your place of work or to a friend – just complete the ‘Delivery address (if different)’ section in your personal details. (This alternative address must be in the same country as your registration address).

You can edit your delivery address at any time before shipping, by pressing ‘Account details’ below your JKRT Number. However, once a shipment is released, the delivery address can not be modified.

If you change your mind after raising an order ticket with us. Let us know by using the contact us form here. Please provide your ticket number that was provided to you in the confirmation email.

If you don’t receive a second confirmation email from us stating that we’ve received your package from the shipper/retailer in the time frame that they stated they’d ship to domestic addresses in, then you must get in touch with the shipper/retailer directly to evaluate your options.

If you don’t receive your international package that was sent by Jetkrate in the timeframe we’ve stated to you, please get in touch with us via the contact us form here. Please provide your ticket number that was provided to you in the confirmation email – and we’ll do our very best to track down your package for you, or alternatively in a worst case scenario, work with you to raise an insurance claim.

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