Frequently Asked Questions: data recovery after a failure

After a technical outage, we are working in enhanced mode. Here we have collected answers to the most common questions and instructions for filling out the data recovery form.

08.06.2026

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Package reception is working

Payments are processing

Data is being restored

The service is fully operational — packages are being delivered and accepted at the warehouse, processed and prepared for shipment, operators are waiting for your purchase orders (it will be free for most stores using the promo code GETITNOW), all delivery promotions are active, and payments are going through without issues.

The warehouse, support, and developers are working overtime and without days off. Package shipping resumed on June 8 according to the schedule.

We continue restoring data on packages, orders, and balances for users whose information may not be displaying after the outage — all of this information will gradually appear in your accounts; this will take some time, scheduled for 3–5 days.

Filling out the form with the questionnaire will help speed up the appearance of data in your personal account.

If you can't log into your personal account, try clearing your browser cache, logging in in incognito mode, or using a different browser. Or try logging in from a browser on this page and then logging in.

If your STE (account number) has changed, you can keep the new one or request the return of the old one through support — this can be done if no other user is registered to it. If you don't remember your old STE number, you can check it using the address saved for shipping to US online stores.

The balance will be restored within 3–5 days. If you don't want to wait for the balance to be restored in order to send a package, please top up your account and contact support — we will compensate the funds after the balance is restored.

If your packages could not be shipped and charges for paid storage began, please write to support — the charges will be canceled and the money will be returned.

If your package was set up for shipping by SuperFast and has already arrived at the warehouse, please set it up for FastBox shipping and write about it in the ticket — we will refund the difference between the rates.

If your packages appeared in your personal account in the "Incoming" section, although they were previously set up for shipment, please create an outgoing package again.

If after restoration your purchase order number and purchase time differ from the original, please check that the correct items are in the order — in this case, the number change will not affect anything. The main goal is to restore the order for the items so that we can later accept the order into your personal account and you can set it up for shipment.

The decision on compensations and discounts will be made after full data restoration.

Timely updates can be found on our Telegram channel and VKontakte page.

Ticket processing may take longer because they contain a lot of information that our operators need to prepare for data restoration.

Some message history may not have been saved. If you had an open question that remained unanswered, please write about it when filling out the form.

How to fill out the form if something is missing in your personal account

If you see that something is missing in your personal account, please fill out the form. The more details you provide right away, the faster we will restore exactly your data. If you don't have any of the items at hand, that's fine — submit everything else.

If you don't remember or don't know some of the information we request in the form, just put a dash there.

If you have already sent a ticket regarding issues in your personal account, please duplicate the information in the form — this will significantly speed up the recovery process. You can also send all your questions and suggestions through this form.

Fill out the form

Incoming package is not visible (which should have arrived at the US warehouse)