FAQ
"Go to the main page of the MALL.UA website. Click on the "Login" button located in the upper right corner of the site.
On the registration page, you will see two ways to register: via mail and via Gmail. To register via email, click the "Continue with email" button. After that, you will need to enter your email address in the appropriate field.
Click the "Next" button.
A four-digit OTP password will be sent to your email address. Check your email and copy the received code.
Return to the registration page on the MALL.UA website and enter the received OTP code in the appropriate field.
Next, you need to enter your first and last name in Latin letters, phone number and password.
Please note that the password must meet the following requirements:
Contain at least one letter, capitalized.
After filling in all the required fields, click the "Log in" button. Your account on the MALL.UA website will be successfully created.
After registration is complete, you will be able to log in to the site using the email address and password you provided. Do not forget to keep your credentials in a safe place and monitor the security of your account."
How do I choose an online store to deliver goods from the US to Ukraine?
Choose American online stores that accept Ukrainian payment cards and allow you to send the ordered goods to our warehouse in the United States. MALL.UA ensures the delivery of these goods from the warehouse in the United States to Ukraine.
MALL.UA also provides a rating of the most popular stores from which users most often order goods for delivery to Ukraine through our service. However, do not limit yourself to this list, consider other options that suit you.
American online stores are usually associated with exciting sales and opportunities for efficient shopping with delivery to Ukraine.
How to register a parcel?
To register your parcel, you need to be registered on the MALL.UA website. After going to your personal account, click on the "Create a parcel" button. A new window will open, consisting of four sections.
Section "Your parcel data"
In the first section, you need to specify the online store where you made or plan to make an order and the tracking number. Read more about what a tracking number is and where to get it here. You can continue placing your order even if you don't have a tracking number yet, just skip this step. But without a tracking number, we won't be able to quickly identify your parcel, and the delivery time may increase significantly.
Section "Order details"
To easily distinguish your parcels, add the name of your order. This field is optional.
In order for the parcel to pass customs control quickly, you need to add a list of the goods you ordered from the online store. Enter the product category from the proposed list of categories and its name, as the product is called in the online store. If you could not find the category from the list, insert a link to the product you bought. Also, you need to enter the quantity of the product and its price. Keep in mind that parcels worth more than 150 euros are subject to customs clearance, and you will have to pay 10% customs duty and 20% VAT on the amount exceeding 150 euros. Don't worry, we take care of the entire process of preparing documents and customs clearance. You will only need to add your passport details and identification code. And you will pay the amount of taxes when you receive the goods at Nova Poshta.
Section "Receiving address"
Fill in your phone number and the address of the post office or post office where you want to pick up your parcel.
Section "Required documents"
If the value of your parcel exceeds 150 euros, you need to fill in your passport data and identification code. If the value of your parcel does not exceed 150 euros, this step will be automatically skipped and the parcel will be registered.
What is the maximum purchase amount?
The total amount of purchases made for the USA should not exceed $10.000
Dimensional and weight restrictions
Your shipment, including packaging, must comply with the following dimensional restrictions: maximum length - 122 centimeters (48 inches), maximum width - 102 centimeters (40 inches), maximum height - 160 centimeters (63 inches). Also, the shipment should not weigh more than 200 kilograms.
It is important to remember that on American websites, dimensions are usually given in feet and inches. Please convert these measurements to centimeters for accuracy: 1 inch equals 2.54 centimeters, and 1 foot equals 30.48 centimeters.
If your order exceeds these dimensions, our manager will calculate the cost of delivery of such a parcel and contact you to confirm payment and clarify the delivery time.
A tracking number is a special code that is assigned to each mail item. It consists of numbers and may include letters, but no additional characters. An example of such a number: 9305589679958840739075 or with letters: TBC098765432100.
This number is used to track the location and route of the parcel to its final destination. It also helps to confirm the delivery of the shipment to the warehouse.
Do not confuse the tracking number with the order number, which has a different format. For example, the order number on Amazon may look like ORDER #303-4455667-8901234, on eBay as Item number 334455667788, on AliExpress as 400003344556, and on Etsy as 1234567890-1234.
The tracking number is usually sent by the online retailer to the buyer's email after the parcel has been shipped. This is done by sending an email to the address provided by the buyer during the order. Sometimes, the tracking number is not indicated directly in the text of the email. Instead, the online store may send a tracking link or button, which, when clicked, takes the customer to a specialized website for tracking the parcel.
On this site, you can find full information about the shipment, including the tracking number itself.
Do not worry if the online store does not send the tracking number immediately after placing the order. Sometimes it can take from 1 to 5 days to receive a message with a tracking number. This is a common practice as it takes some time to process and ship an order.
If the online store does not provide you with a tracking number and does not respond to your inquiries, and you believe that the parcel should have been delivered to our warehouse by now, we advise you to contact our support team immediately. We will start the process of searching and identifying your parcel. It is important that you inform us of any delivery issues in a timely manner so that we can promptly resolve the situation and ensure that you receive your parcel safely and on time.
Definition of HS codes
HS-codes (Harmonized System codes) are an international nomenclature for the classification of goods used worldwide for customs clearance and statistical accounting of international trade. Each HS code consists of six digits that accurately identify the type of product based on its standard classification.
Why do you need HS codes when sending parcels?
Customs clearance: HS codes allow customs authorities to quickly and accurately identify the goods being shipped and apply the appropriate tariffs and restrictions.
Mandatory by law: In Ukraine, it is mandatory by law to indicate customs codes on all parcels. This rule is regulated by Article 69 of the Customs Code of Ukraine.
The procedure for selecting HS codes
In our service, we provide our customers with a detailed HS code guide so that they can choose the appropriate code for their goods. This simplifies the registration process and the speed of parcel processing.
Selection from the list:
Customers must find and select the appropriate HS code for their product from the list provided by us.
The situation when the product is not found:
If the required product is not in the list, the client can provide a link to the product, and our specialists will independently assign the appropriate HS code to it.
The importance of accurate HS code assignment
An incorrect HS code can lead to delays in customs clearance, additional fees, or even confiscation of goods. Therefore, it is important to be very careful when choosing a code.
Terms of Payment of Customs Duties
When you receive one or more shipments in your name and the total invoice value of these goods (as indicated in the accompanying documents) exceeds 150 euros, the following customs payments become mandatory:
Value added tax (VAT):
The VAT rate is 20% of the amount exceeding the duty-free import limit.
Import duty:
The import duty rate is 10% of the amount exceeding the duty-free import limit.
These payments are charged during customs clearance using the M-16 customs declaration. The amount of duty-free importation is the equivalent of EUR 150, converted into UAH at the exchange rate of the National Bank of Ukraine at the time of customs clearance.
Customs Clearance
Customs clearance is the process of completing the necessary customs formalities for the release of goods into free circulation. If the value of one or several shipments in your name exceeds 150 euros, customs clearance is required.
Documents for customs clearance
To prepare a customs declaration and conduct customs clearance, you will need:
A scanned copy or photo of the first and second pages of the passport of a citizen of Ukraine or both sides of the passport in the form of a card.
Scanned copy or photo of the identification code.
A scanned copy or photo of a document (check, bank statement, etc.) confirming the cost of the shipment.
These documents will be required only if the customs inspector has doubts about the value of your parcel. They may contact you by email and ask you to send these documents for further customs clearance. Usually, it is enough to provide your passport and identification code when registering the parcel, and this will be enough for customs clearance.
Please note: regardless of the source of purchases in online stores, when registering delivery to Ukraine, the sender indicates the warehouse of our partner. All shipments, regardless of their source, are considered to be sent from one sender.
"If the online store does not provide you with a tracking number and the parcel arrives at our warehouse and you do not provide a tracking number during registration, or you do not register your parcel in your personal account, it will be classified as unidentified. In this case, we will try to identify it by your personalized identifier number, which you indicated in your delivery address in the online store. If this number is on the parcel label, we will be able to determine that it is your parcel and add it to your personal account so that you can register it. This parcel will be displayed in your account as "Added by warehouse".
If there is no number on the label, we will try to identify the parcel by the recipient's email address, first and last name. In this case, we will probably contact you to confirm that it is you who ordered the parcel to our warehouse and is waiting for it.
If the online store does not provide you with a tracking number and does not respond to your inquiries, and you believe that the parcel should have been delivered to our warehouse by now, we advise you to contact our support team immediately. We will start the process of searching and identifying your parcel. It is important that you inform us of any delivery issues in a timely manner so that we can promptly resolve the situation and ensure that you receive your parcel safely and on time."
In such cases, when the online store does not have the ability to add your unique identifier to the delivery address, you should try adding it to other fields of the address form. For example, you can add it to the field with your first or last name. This can help us to accurately identify your package when it arrives at our warehouse.
If you were unable to add an identifier, it does not mean that you should refuse to purchase from this store. In this case, we will use other information to identify your parcel - the recipient's email address, first and last name. We may contact you to clarify and confirm that this parcel is indeed intended for you. It is important that you inform us in advance of any special delivery requirements for your order so that we can identify and deliver your package as efficiently as possible.
Paying for parcel delivery on the MALL.UA website requires following a few simple steps. We strive to ensure transparency and convenience in this process for every customer.
Determining the cost of delivery
First, you need to find out the cost of shipping your parcel. This cost is calculated and billed in US dollars. After the parcel arrives at our warehouse and its dimensions are determined, we will update the shipping cost in your personal account.
Cost conversion
All payments on the site are made in UAH. The shipping cost indicated in dollars will be automatically converted to hryvnias at the current bank rate. Since the exchange rate may vary from bank to bank, we will indicate the approximate amount in UAH.
Payment process
"Go to your personal account on the MALL.UA website.
Select the parcel you want to pay for delivery.
Review the shipping cost in UAH and click on the "Pay" button.
Choose a payment method convenient for you (for example, bank card, Apple Pay, Google Pay) and complete the transaction."
Important nuances
Be careful when checking the amount to be paid, especially considering currency fluctuations.
The parcel will not be delivered until the shipping fee is paid in full.
In case of a delay in payment, additional fees for storing the parcel in the warehouse may be charged.
Paying for delivery on the MALL.UA website is a simple and convenient process. We strive to provide maximum transparency and convenience for our customers at every stage of their parcel shipment.
The shipping cost is calculated based on the weight of the parcel plus a fixed fee for processing the order. For example, if you ordered sneakers in a box with a total weight of 1.8 kg, the fixed part for processing the parcel will be $3. Then the cost for every 100 grams of parcel weight is multiplied by 18, which is $9. Then the fixed cost is added to this amount. In total, the cost of parcel delivery will be $12.
The delivery of a parcel includes two stages.
At the first stage, the shipment reaches a warehouse in the United States. The delivery time at this stage varies depending on the online retailer, and usually takes from one to seven days. Sometimes, however, sellers can take up to three weeks to deliver goods. Unfortunately, we have no control over this process.
After that, the shipment is sent from a warehouse in the United States to Ukraine. The approximate delivery time is at least 8 business days from the moment the shipment is prepared to the moment it is shipped to Ukraine, provided that you have provided all the necessary and accurate information about yourself and your shipment.
It is also important to note that the shipment may be delayed at customs for the following reasons:
- The total value of your order exceeds 150 €.
- Customs reassesses the value of your goods.
- If several of your shipments are simultaneously subject to customs control as one shipment.
Certain attachments in Express Mail are not permitted due to the potential for health and safety hazards, as well as the risk of destruction or damage to other items or work equipment.
Prohibited items:
- Infringing goods: Anything prohibited by the laws of the country of origin, transit or destination, including import/export restrictions.
- Food products from certain countries: It is allowed to send food products from individuals up to 10 kg, in factory packaging, without the requirements of special temperature conditions.
- Medicines: Includes vitamins and dietary supplements, with restrictions on weight and packaging.
- Alcoholic and flammable products: Deodorants, sprays, gel polishes, etc.
- Excise goods: Alcohol, tobacco, electronic cigarettes and other similar goods.
- Cash and Valuables: Includes metals, precious stones, jewelry, securities.
- Bank cards.
- Antiques and Art: Items over 100 years old, original works of art, rare collections.
- Military and dual-use goods: Includes espionage equipment and special technical means.
- Weapons and ammunition: All types, including air and melee weapons.
- Explosive materials: TNT, gunpowder, fireworks, pyrotechnics.
- Live animals and plants: Including fur, skins, ivory.
- Pornography and counterfeit goods.
- Narcotics and psychotropic substances: Including cannabis.
- Human remains and biological samples.
- Unmarked containers: With unknown contents.
- Seeds and planting material: With restrictions on quarantine organisms.
- Personal items: If the sender and recipient are the same person.
- Flammable liquids: Gasoline, acetone, paints, etc.
- Poisonous substances: brucine, strychnine, formalin, etc.
- Caustic and corrosive materials: Acids, alkalis, chlorinated lime.
- Radioactive and infectious materials.
- Used personal items in dirty condition.
- Automobile state license plates.
- Poaching equipment.
- Metals, scrap metal and raw wood.
- Documents and cargo addressed to foreign courts, banks, PO BOX.
- Information carriers with closed access.
- Used car tires.
- Any gases for domestic and industrial use.
- Soil samples.
- Ready feed for animals.
- Other potentially dangerous cargoes: cake, fertilizer, dry ice, asbestos.
- Accumulators without equipment: Lithium and metal batteries that are not included in the equipment, power banks, generators, chargers.
- Electronic vehicles: Segways, electric cars, electric motorcycles, gyroscooters, gyroboards and other similar devices with batteries are also prohibited for transportation.
Attention: There are exceptions for certain countries, including Europe and the United States, for the transportation of certain categories of goods. Before shipping, it is recommended to consult with the online store and check the current rules and restrictions.
For more information on prohibited items and substances, please refer to the relevant regulations and documentation.
