Questions and answers

General questions about RocketMF.com

• What is RocketMF.com?

  RocketMF.com – mail-forwarding service that works with any US-based online stores or auction website and delivers items to your front door.

  Minimize
• Why does anyone needs this service?

  There are at least two reasons: 1. Not all online stores and eBay/Amazon sellers deliver to Russia and CIS. 2. You can order different items from different online stores in USA and combine them into a single parcel. This way you'll save a significant amount of money on delivery.

  Minimize
• Do I have to pay for mail-forwarding?

  No. This service is offered free of charge. We charge a particular sum for additional services you choose, $10 for mailing and $5 for each parcel upon combining.

  Minimize
• How to calculate the fees for services and delivery to my city?

  To calculate a total amount of money to pay please use our calculator. Put in the weight, number of items (for combining) – full amount will be calculated automatically.

  Minimize
• How will my US mailing address look like and when should I use it when I buy goods?

  You can see your US mailing address on "My orders" page. It will contain a ZIP-code, name of the street and building number, a city and a state together with your personal identificator – Suite. We use it to determine which client is getting an order when it comes to our warehouse. You have to use this address when buying from an online store of your choosing.

  Minimize
• Why do you need scanned copies of my card and documents?

  This helps us prevent fraud. This way we make our services more secure for our clients and save the high quality and trust.

  Minimize
• What guarantees do you offer?

  First of all, when you sign up at rocketmf.com an electronic signature is placed under the contract which is an official document.

  • 1. We have "Items checking" and "Photograph of the parcel" services which can help you be 100% sure about getting exactly what you've ordered.
  • 2. We give real tracking codes when sending items to Russia and send any additional documents you demand.
  • 3. Real testimonials from our clients with real tracking codes.
  • 4. Shopozz CORP is a large company, we have offices in Moscow, Samara, USA, UK, China, Germany, Japan, offline music instruments store called SKIFMUSIC (in Moscow and Samara), on-line music instruments store www.skifmusic.ru

  Honor and dignity means everything for us.

  Minimize
• Can you answer my questions, including questions about my order?

  You can ask our online support agents any questions, or call 8 (495) 215-16-67 (from Moscow, Moscow oblast and CIS) and 8 (800) 333-16-67 (for other regions of Russia), send us a message using internal email or to ask@rocketmf.com or just leave a request for a call back. We will happily answer all of your questions!

  Minimize
• What is your official address?

  Shopozz Corp.

  723 South Casino Center Blvd., 2nd Floor

  Las Vegas, NV 89101-6716!

  Minimize

Questions regarding orders

• Where can I see my US address?

  US address is available on "My orders" page. There is also your personal identifier there – Suite, which is used as apartment number.

  Minimize
• What kind of items do you accept into your warehouse and send to Russia and CIS?

  We can't accept oversized items which are larger than US Postal Service standard sizes (max length 60", max circumference and length 108", max weight 70 lbs when sending via EMS and 44 lbs when sending via Priority). We do not use US Postal Service for items that are prohibited (link to the list of prohibited articles). Please, contact our support agents to clarify how to get those articles.

  Minimize
• How do I order?

  After signing up, go to "My orders" page and add photographs of your passport and front side of your plastic card which you use for purchases; last four digits are important, you can hide other digits. After your documents are verified you'll have access to "I'm waiting for an order" option. Fill all the fields necessary and press "Add parcel". Now we wait for your items to be delivered to our warehouse and the first step of your order is now complete.

  Minimize
• How do I know if my item is delivered to the warehouse?

  You'll see it on "My orders" page in "In the warehouse" tab. You will also be notified via email and SMS (if you use choose free service).

  Minimize
• How long can items stay in the warehouse?

  We do not have explicit time frames for our warehouse. But there is a free limit of 1 month. After 1 month we take 5% of the price of the item each month.

  Minimize
• When can I start combining several items into a single parcel and order additional services?

  These options become available once your items show up on "In the warehouse" tab on "My orders" page.

  Minimize
• What does "Awaiting payment" status mean?

  After you order additional services and combined several items, you parcel is weighted and the information shows up on "Awaiting payment" tab on "My orders" page. It includes the total price for delivery and services. After you complete the payment we will send the parcel to your address (status will change to "Shipped"). At this point the parcel is flying to you. When you receive it, please change the status to "Accepted" and leave us some feedback.

  Minimize
• How can I track the movement of my parcel?

  Each parcel we send has a unique tracking code which you can use on USPS and Russian Post websites.

  Minimize

Questions about delivery

• How long are goods being delivered to the warehouse?

  Usually items are delivered in 14 days or less, on average – in 4-8 days. If you order is not delivered after 14 days, please contact our support.

  Minimize
• How long are goods being delivered from the warehouse to me?

  It depends on shipping options and additional services you choose. Please, take a look at "Delivery" on the "Services and fees" page.

  Minimize
• What is the fee for delivery?

  It depends on the weight and shipping option you choose. Please, take a look at the table in "Delivery" on "Services and fees" page.

  Minimize
• What are the differences in shipping options?

  Shipping options differ in time and price. Also, each shipping option has a size limit. If an item exceeds the limit, we can't send it using that shipping option. More information is available in "Delivery" on "Services and fees" page.

  Minimize
• Which shipping options should I choose?

  The best one is EMS courier services. They minimize any risks of damage and deliver directly to your door. This option is available in all countries except for Germany.

  Minimize
• Does rocketmf.com guarantees integrity of parcels?

  Being a intermediary, we cannot guarantee the integrity of each parcel because after we ship it, postal service takes responsibility for it. We offer insurance that covers the overall price of the item.

  Minimize
• What do I do if the item was damaged?

  First of all you have to check the condition upon delivery. If the packaging is damaged, the parcel should be opened with a postal service employee present and you have to officially note the damage. After accepting papers from the postal service you can demand your compensation if the parcel was under insurance. You can also demand the papers needed to complete the process with the postal service. Be careful, complains about damaged goods or incorrect batching are only accepted if you have official papers from the postal service.

  Minimize

Financial questions

• How to pay for services and delivery?

  First, add money to your account in our system. You can then use this amount to pay for services and delivery. Go to "My wallet", fill in the amount you want to transfer and pay the bill using any option you like. To learn more about payment options, please read "Payment information".

  Minimize
• Can I use PayPal?

  PayPal is not available as a payment option.

  Minimize
• Can I pay for services and delivery after my order is delivered?

  We work with 100% pre-pay. You cannot pay for the goods upon delivery.

  Minimize
• Can I transfer the money out of my account?

  Yes, you can, but only to RBK Money or WebMoney. This option is available on "My wallet" page.

  Minimize
• Can I transfer the money out of my account into a credit card?

  Transferring the money from our system directly into a credit card is not possible, however, when transferring money into RBK wallet you can further transfer the money from that wallet into the plastic card attached to that wallet without additional fees. RBK Money's website is http://www.rbkmoney.ru/

  Minimize
• What is the official currency in the system?

  Official currency is US Dollar, however all transfers into your account are done in Russian rubles using the exchange rate of the day of the transfer. That's why when you transfer money using US Dollar bank account, the money is converted into rubles using your bank's exchange rate and then converted back into US Dollars using our internal exchange rate.

  Minimize