Returns Assistance for Forwarded Orders

Check returns before you buy

Before ordering from an overseas retailer, check:

• whether the retailer accepts returns to the country where your Jetkrate address is located;
• whether the retailer accepts orders sent to forwarding addresses;
• the return window and how quickly you would need to act;
• whether a return authorisation, RMA number or retailer-approved return label is required;
• whether the item is fragile, size-sensitive, personalised, perishable, restricted or difficult to reship;
• whether return shipping may cost more than the value of the item;
• whether duties, taxes or import charges may apply and whether any refund is available if the goods are returned.

The best time to think about returns is before checkout, not after the parcel has been forwarded internationally.

If your parcel is still at a Jetkrate warehouse

If your parcel has arrived at a Jetkrate warehouse but has not yet been dispatched internationally, contact us as soon as possible.

We may be able to help arrange a return from the warehouse back to the retailer if:

• the retailer has approved the return;
• the return window is still open;
• you provide any required return authorisation, RMA number, return label or return address;
• the goods are safe, legal and suitable to move;
• the return can be completed using an available local courier or postal service;
• any applicable Jetkrate handling, storage, courier or third-party charges are accepted and paid where required.

If the retailer provides a valid prepaid return label, we may be able to use it where practical. If no prepaid label is available, return shipping and handling charges may apply.

A return request is not confirmed until Jetkrate has accepted the request and received all required information and, where applicable, payment.

If your parcel has already been forwarded internationally

Once a parcel has been dispatched from a Jetkrate warehouse, returns are usually more difficult and more expensive.

You will usually need to arrange the return directly with the retailer and a suitable carrier from your country. If you are in New Zealand and need to send an eligible item overseas, Jetkrate's courier booking service may be an option. Courier booking is currently available for outbound shipments from New Zealand only.

For customers outside New Zealand, Jetkrate does not provide general courier booking from every country. You may still contact us for guidance, but any assistance will depend on the route, item, carrier availability and retailer requirements.

International return shipping, customs documentation, duties, taxes, surcharges and retailer processing times are outside Jetkrate's control.

Information we need for a return request

To request help with a return, please contact Jetkrate before the retailer's return deadline and include:

• your Jetkrate account number, suite number or JKRT number;
• the Jetkrate parcel reference, if available;
• the retailer or marketplace name;
• the retailer order number;
• the reason for the return;
• the retailer's return authorisation or RMA number, if required;
• the return deadline;
• the return address supplied by the retailer;
• any prepaid return label or return instructions;
• any invoice, receipt or customs documents requested by Jetkrate.

Incomplete information may delay the return request and may reduce the chance of completing the return within the retailer's return window.

Costs and refunds

Return costs are the customer's responsibility unless the retailer, carrier or another party has agreed to pay them.

Depending on the situation, costs may include:

• Jetkrate handling or administration charges;
• local courier or postal charges;
• international shipping charges;
• carrier pickup or remote-area surcharges;
• storage charges;
• repacking or documentation charges;
• duties, taxes, customs charges or broker fees;
• retailer charges or restocking fees.

Jetkrate shipping charges for services already used to forward a parcel are generally not refundable, except where Jetkrate agrees otherwise or applicable law requires.

Retailer refunds, replacement items and exchange decisions are handled by the retailer, not Jetkrate.

If a replacement item is sent to your Jetkrate address, it will be treated as a new parcel and normal forwarding charges, customs requirements and restrictions may apply.

Duties, taxes and customs

Duties, taxes and customs charges are controlled by customs authorities and other third parties. Jetkrate cannot guarantee whether any duty, tax or import charge will be refunded when goods are returned.

If you paid duties or taxes, you may need to contact the relevant customs authority, broker, carrier or retailer to ask whether a refund process is available. Refund rules, evidence requirements, time limits and administration charges vary by country.

Items we may not be able to return

Jetkrate may be unable or unwilling to process a return if:

• the retailer has not approved the return;
• the return window has expired;
• the goods are prohibited, restricted, hazardous, unsafe or unsuitable for carriage;
• the goods require a permit, licence or special handling that is not available;
• the package is involved in a payment, ownership, fraud or identity-verification dispute;
• the goods have already been abandoned, disposed of or released according to Jetkrate's Terms;
• the return address or documentation is incomplete or inconsistent;
• no suitable carrier or service is available.

Checking the prohibited and restricted items guidance before buying can help avoid return problems later.

Exchanges

International exchanges are often not practical through a forwarding address.

If you want to exchange an item, you usually need to arrange the exchange directly with the retailer. Jetkrate may be able to help return an eligible parcel that is still at the warehouse, but we do not control whether the retailer will accept the exchange or send a replacement.

Any replacement item sent to Jetkrate will be handled as a separate parcel.

This page and Jetkrate's Terms

This page is a practical support guide. It does not replace Jetkrate's Terms & Conditions, retailer terms, carrier terms or customs rules.

Where there is any inconsistency, Jetkrate's Terms & Conditions and applicable law will apply.

Need help with a return?

Contact Jetkrate as early as possible, ideally before your parcel is dispatched internationally.

The earlier you act, the more options you are likely to have.