Frequently Asked Questions

No. Registration is free and your address is yours forever, with no monthly fee and no membership fee. You only pay when you decide to ship a package.

Full name, email, the country where you live, and WhatsApp with your country's country code. We don't ask for a CPF or any Brazilian document.

It's the address of our warehouse in Joinville, Santa Catarina, plus your Box number. Your Box is unique and is what identifies the package as yours. It goes in the 'complement' field of the address.

Yes. The address stays linked to your account indefinitely. Use it for as many purchases and at as many stores as you want.

No. That's why registration asks for your country of residence and your WhatsApp number with country code separately. They can be different.

No. Your Box is permanent. If you can't find your number, contact our team via WhatsApp and we'll retrieve it for you.

From any Brazilian e-commerce. It works on major marketplaces, well-known national brands, and also small and medium stores. For the store, it's a regular domestic delivery.

Your Box number. Without it, the package arrives at the warehouse unidentified and becomes an unclaimed package. Fill in your Box in the 'complement' field or in the second address line.

Yes, and this is the most important step. As soon as the store generates the tracking code, send it to us via WhatsApp. That's how we identify your package upon arrival.

Use Assisted Purchase. You send the product link, we buy it with an active CNPJ, and the item ships to your address abroad.

Yes, as long as the store agrees to deliver to your Box address. The procedure is the same: let us know what's coming and how to identify it.

It's when we buy it for you. You send the product link, we get a quote, buy it with an active CNPJ, and ship it to your address abroad. It's for those who don't have an active CPF, don't have a Brazilian card, or had an international card declined.

No. Since payment is upfront, we handle purchases of any value.

The fee is negotiated case by case, depending on volume, number of items, and purchase complexity. It always appears in the quote before you approve it.

From abroad, via Wise, Revolut, or Remitly. From Brazil, via PIX. Payment is upfront and made once, after you approve the quote: it's what allows us to buy without a value cap. The international shipping is finalized later, based on the actual weight and dimensions of the box.

The product link and, when it matters, the color, size, quantity, and price shown in the store. With that, we can quote without the risk of buying the wrong item.

Usually on the same business day. Large orders or products with specific rules may take up to 24 hours.

We'll fully refund the value of that item, or you can choose a substitute.

Yes, we issue a service invoice for the Assisted Purchase fee. The product invoices are issued in the name of the purchasing company, and you receive a copy of all of them.

By your Box number on the delivery address and the tracking code you send us. Together, they eliminate any doubt upon arrival.

It's combining multiple packages into a single box before international shipping. Since the carrier charges by the greater of actual weight and dimensional weight, consolidating greatly reduces the cost. Consolidation is free.

Yes, always. We photograph every package upon arrival, outside and inside, and send the photos for you to check before shipping.

Yes. Original boxes often have a lot of air and unnecessary volume, which makes dimensional shipping more expensive. Just ask along with your shipping authorization.

There's no limit on quantity or value. The only thing is the free storage period of 60 days per package.

The logistics operation is handled by Sendex Express Logística, which has been working with international shipments for over 15 years and is a partner of the main carriers in the market.

It depends on the weight, box dimensions, and destination, so there's no single price list. What we guarantee is that you'll receive the final amount before anything is shipped, and nothing is sent without your authorization.

By the greater of the actual weight, which is how much the box weighs, and the dimensional weight, which converts volume into weight. A large, light package, like clothing, is almost always charged by dimensional weight. A small, dense package, like a book, is charged by actual weight.

Registration, a Brazilian address, receiving packages, photos, consolidation, and the first 60 days of storage.

From abroad, via Wise, Revolut, or Remitly. From Brazil, via PIX. Payment details are sent along with the quote, and shipping happens after confirmation, so you never pay before knowing the exact amount.

The quote is given in reais, which is the currency of the operation in Brazil. Wise, Revolut, and Remitly convert your currency at the time of transfer and show the exchange rate before you confirm.

A storage fee applies, communicated on a case-by-case basis based on the value of the products and the space occupied. There's no fixed published rate.

Insurance is optional. In the quote, you can purchase coverage for the declared value of the products. Without insurance, liability during transport follows the carrier's rules and limits.

It can happen, and it depends solely on the laws of the destination country. When tax applies, it's collected from the recipient by the carrier, not by us. Rules change frequently, so we check your case before shipping.

After shipping, typical delivery times range from 2 to 5 business days for Europe and North America, and 3 to 7 business days for Asia and Oceania. Customs clearance at the destination can add 1 to 5 business days.

Every shipment receives an international tracking code, which we send to you and allows real-time tracking all the way to your door.

Yes, both. The delivery goes to the address you indicate abroad.

No. The international timeframe starts counting when the package is shipped from Brazil. Before that, there's the delivery time from the Brazilian store to our warehouse, which varies by seller.

Weapons and ammunition, explosives and flammables, illegal substances, cash, and high-value items such as jewelry and precious stones, biological and perishable materials, tobacco and vape, alcoholic beverages for individuals, and pornographic material. These restrictions are imposed by international air transport and have no exceptions.

In most cases, yes. Items with alcohol above a certain level are treated as restricted cargo and may require specific packaging or shipping method, so it's worth checking before buying in large quantities.

Yes, when processed and sealed. Coffee, sweets, cookies, and seasonings are among the most shipped items. Some countries require a detailed declaration and block products of animal origin.

We'll notify you as soon as we identify the item upon arrival. It won't be included in the international shipment, and you can choose to return it to the store, with the return fee set out in the Terms, or authorize its disposal.

Since we photograph everything upon arrival, the problem is identified before international shipping. You'll be notified and can choose to return it to the store, exchange it, or proceed with shipping anyway.

We reship the package to the seller in Brazil. There's a return fee of US$20 per package, plus domestic shipping when the store doesn't cover it. Full terms are in the Terms of Use.

Send the store's tracking code via WhatsApp. With it, we can verify the delivery and locate the package. That's why sending the tracking code is mandatory.

We open a claim with the carrier and follow it through to resolution. Compensation depends on whether insurance was purchased and on the carrier's liability limits, as detailed in the Terms of Use.

Talk to our team via WhatsApp or email. Every complaint is logged and responded to, and our conduct commitment is published in our Code of Conduct.