Sender/Shopper/Traveler: What is the difference between Sender and Shopper? 

Sender creates the package and handoffs to the Traveler for the package to be delivered in the destination country to a recipient. Sender will only pay for delivery charges. Shopper would need the help of Travelers to purchase the item from a country and deliver it to the destination country. Shopper will pay for the item itself and the delivery charges. We combine Sender and Shopper into one user profile as Sender/ Shopper. 

Sender/Shopper/Traveler: Can you use one login credential to login in as a Sender/Shopper and a Traveler?

Yes, you can register as a Sender/ Shopper and use the same credentials to be a Traveler by providing a government issued identification such as driver’s license or passport as identification verification is mandatory for becoming a Traveler 

Sender/Shopper: How long is the trial period, and when does it begin?

The trial period lasts for 30 days, starting from the moment you register your profile as a Sender. During this trial period, OnItsWay will waive its service fees (12%). However, you will still be responsible for covering the transaction fees, including payment processing fees and currency conversion fees if you withdraw funds in your local currency, as charged by our payment provider.

Sender/Shopper/ Traveler: What items can I send abroad via Travelers?

We recommend reviewing the customs regulations of both the departure and destination countries to ensure that the items you plan to send are not prohibited. If you are a Traveler, it is equally important to familiarize yourself with the customs laws of not only the destination country but also any transit countries, particularly if you have a long layover and plan to leave the airport during your transit. This will help ensure compliance with all relevant regulations and avoid potential issues.

Traveler: What if I have a layover and I am able to deliver packages or shop from the layover country

Travelers should create separate trips if they are able to provide their services at a layover location. For example if you are flying from Los Angeles, USA to Moscow, Russia via Switzerland and Turkey and you are able to deliver packages and shop at both Switzerland and Turkey, you should create Trip 1: Los Angeles to Switzerland, Trip 2: Switzerland to Turkey, and Trip 3: Turkey to Moscow.

Sender/ Shopper: Where do I pick up my order?

Since OnItsWay is not a courier service, it’s up to you and your traveler to determine a time and place to meet. Travelers typically suggest public spaces like their hotel lobby, a nearby cafe, airport, or park. Remember that they are often newcomers to your city and do not know the city well. It is not recommended for Travelers to deliver your order to your home or private address. You might be charged an additional service fee if you would like the Traveler to deliver the package to your specified address. 

Sender/ Shopper: Can I cancel my order?

Based on the status of your order, you may or may not be able to cancel your order. In any case, your money is 100% protected! Meaning you either get the product you paid for, or you get your money back. 

There are two possible scenarios you may identify with:

Scenario# 1: I have not accepted a Traveler’s offer, can I cancel the order?

By all means you can! If you haven’t accepted an offer or if the order has not been matched with a new traveler, to cancel it, just head to your dashboard, navigate to the order, click on the three dot on the top right corner and click cancel 

Scenario#2 :  I have accepted a traveler’s offer, can I cancel the order?

If you have already accepted a traveler’s offer, you can cancel your order if:

• The Traveler has not responded to your messages for more than 48 hrs. If there’s no response from your Traveler, please contact OIW support so we can mediate and try to get a hold of your traveler. If OIW doesn’t receive a response after 48 hrs, we will cancel your order after you confirm your preferred refund method: Instant Match (get a new traveler), refund to your original payment method.
• The item received is broken, damaged or not what was requested. The order should be refused upon delivery, so please be sure to properly test and inspect your product at that time. If this didn’t happen, you have 24 hrs to report this to your Traveler and to OIW. Claims received after 24 hrs cannot be cancelled, and will depend solely on the traveler’s ability to travel back to exchange the product with the retailer.
• The order was cancelled by your Traveler and has not been matched with a new one. If your traveler cancelled the delivery of your order, we’ll republish it to try to find you a new traveler that can deliver it on a nearby date and for the same price. If the order has not yet been matched, you may cancel the order by clicking on “Order details” and then on the “cancel order” button on the order page, then you can choose a refund to your OIW Wallet or to the original payment method.

Shopper: Can I pay for my shopping order with cash?

No, shopping orders can only be placed with a credit/ debit card.

Traveler: Traveler: How do I withdraw the money?

Credit/ debit card transactions: Once the delivery is complete for a shopping or delivery order, the wallet on your dashboard will be credited with the order price and in-country delivery fee (if applicable). You can go to the dashboard and withdraw the funds by taking a withdrawal method (zelle, venmo, wire transfer). For wire transfer you may be charged a fee that the banks charge. 

Cash transactions: You will receive the money including OIW charges in cash from the Sender. Please note cash transactions are only applicable for delivery only (non-shopping) orders. OIW will debit OIW charges on your account and will be shown as a negative balance. It will be withdrawn when your account is in positive standing. If your account is in negative balance for more than 30 days, your Traveler account will be blocked. Hence, we request you to contact OIW to settle any negative balances within 30 days of a negative balance being posted.  

Sender/ Shopper/ Traveler: What is within-country delivery service?

It is an additional service provided by the Traveler if the Traveler has to handoff the item to the Recipient as the recipient is not able to go to the Traveler and get their item. 

 Sender/ Shopper/ Traveler: How is the order price calculated? 

It is a combination of item quantity (weight or number of units), itemized price (dollar per pound, dollar per unit), value of the item, additional services such as within-country delivery service (if requested), OnItsWay charges, and payment processing  fee charged by payment gateways.

 Sender/ Shopper/ Traveler: How can we dispute the charges? 

Send an email to support@onitsway.us by quoting the order number, and providing details to support the dispute. Our support staff will respond to the dispute within 24 hours and aim to resolve the dispute in 48 hours.

 Traveler: what is expected of within-country delivery service? Do I get paid for it? 

For within-country delivery service you are expected to 1) go to the post office and ship the item to the Recipient location using the prepaid shipping label which is paid by the Sender OR 2) deliver the item by going to the place of convenience to the Recipient. When you will be paid for the within-country delivery service which is a flat fee of $10. 

 Traveler/ Shopper: What is included in the price for a shopping order? 

The shopping order quote includes the price of the item, and Traveler’s charges for shopping and delivering to the destination. 

 Sender/ Shopper: When will I be charged for my order?

We will put a hold on your credit/ debit card for the order price and we will charge it as soon as the order is delivered. 

 Sender/ Traveler: Who will pay for the postal charges if the package has to be mailed within the destination country because the Recipient is in a different city and not the destination city?

The Sender is expected to send a prepaid postage label to the Traveler to mail the package. Use our chat messenger to share the prepaid postage label. 

 Traveler: What does OIW charge Travelers for their service?

OIW is completely free for Travelers & we don't charge any commission fees for connecting them with Senders or Shoppers.  However, bank transfer and processing fees are deducted when you withdraw your rewards (delivery fees) by initiating bank transfers from your OIW Wallet to your bank accounts. Fees applied is $1+ 4% of your total rewards.

 As a Traveler, you should be aware of the following details regarding payments for their delivery services:

1. 1. Currency and Exchange Rate:
      • Payments are made in the local currency of your bank's location.
      • The transfer amount is calculated based on the USD exchange rate on the day the Shopper finalizes the deal on the OIW web application.
   2. Bank Transfer and Processing Fees:
      • A fee of $1 + 4% of the total delivery fees is applied to each transfer.
   3. Delayed Payments:
      • If your transaction takes longer than expected, first ensure your payout details are correct. If they are accurate, contact support@onitsway.us for assistance.
      • In rare cases, technical disruptions may cause delays, but OIW will promptly notify Travelers and take immediate action to resolve the issue.
   4. Bank-Related Delays:
      • If the payment has been successfully processed through our payment gateway but has not reflected in your account, we recommend contacting your bank to verify the status of the transaction and address any delays or errors.
      • Once you have checked with your bank, please report the issue to OIW. We will liaise with the payment gateway provider to address and resolve the problem, if necessary.

By staying informed about these policies, Travelers can ensure a smooth and efficient payment process.

Traveler: What should I do if my withdrawal didn’t process successfully?

If your payment was declined by your bank, we highly recommend contacting your bank directly to determine the reason for the rejection. Please note that OnItsWay (OIW) is not responsible for any financial accountability related to bank rejections or additional fees that may be applied due to delays or issues with your payment.

For further assistance or if you believe there may be an issue with the payment process, please feel free to contact OIW at support@onitsway.us, and we will do our best to assist you.

 Traveler: Can I check the components of a Package?

Travelers have the total right to check inspect the components of the package once received from the website courier. You will have to pack it yourself in your bag and carry it through customs, so you have to be sure what’s inside your bag. We strongly recommend that travelers don't accept any closed package for both parties safety.

Sender: How does it work for Senders?

Ship your package CHEAPER and FASTER anywhere in the world!

Step #1: Sender who wishes to ship something creates an order where he/she posts all information about his/her shipment.
Step #2: Sender either requests from a specific traveler on the OIW web-app to deliver his/her package or waits for OIW to send him/her notifications about potential new Travelers.
Step #3: Sender gets accepted by a Traveler or accepts a Traveler’s request.

Traveler: What should be a Traveler’s commitment towards a Package?

Travelers should respect the deal they made through the app; they should track the shipment and make sure they received it themselves or have someone receive it at their house/hotel. If there’s a delay in receiving any package, they must communicate directly with the shopper.

If a package gets stolen from the doorstep of the Traveler's house, it's the responsibility of the Traveler to handle the situation and compensate the Sender for the lost package.

Traveler: What if the Traveler had to pay customs?

If your package is for personal use, we will investigate the reason why Traveler paid customs.
In case the Traveler wasn't transparent with you regarding the kind of packages he's carrying (example: Accepting a lot of Smartphone shipments when traveling to a country that has a limit on them, and the Traveler doesn't notify all Senders), OIW will reimburse you with the Traveler fees.

If your package was for commercial use, then OIW cannot help you since you will have broken our Terms of Use, and you will have to pay the customs in its entirety.

Sender: What if my package was in a bag that got lost by an airline?

OIW doesn’t ensure any packages lost by the airline. Airlines usually insure for lost luggage.

Sender: How do we know whether a package was lost by an Airline or stolen by a Traveler? 

Airlines provide Travelers with a document in case of lost luggage. OIW will ask the Traveler for it as proof.

Sender/Shopper: What if the Traveler delays or cancels his Trip?

OIW is community-based web-app and not a traditional shipping company so we can’t guarantee the exact time for your packages to be delivered. Travelers can sometimes delay or cancel their trips for personal or business reasons.

In case of traveler delay you can cancel the deal and ship your items with another traveler.

Sender/Shopper/Traveler: I received notifications as seen via the numeric counter on the dashboard and an email but I don’t see the notifications when I click on the notifications tab? 

Notifications are separated by Sender/Shopper and Traveler. If you are in the Sender/ Shopper dashboard you will not be able to see Traveler notifications and vice versa. Switch the profiles for which you want to see the notifications and navigate to the notifications tab to see the notifications. 

 

Sender/ Traveler: What are the guidelines for traveling with a pet overseas.

Traveling with a pet abroad requires thorough preparation to comply with international regulations and ensure your pet’s comfort and safety. It is the reasonability of the Sender to meet the air travel requirements of their pets but we suggest Traveler verify that the requirements are met. As a Traveler you should communicate the details of your airlines so Sender can research the airline specific requirements. Additionally, get to know the handling requirements for the per from the Sender. OnItsWay does not hold any responsibility for non-compliance by either party while taking along the pets.

Here are key considerations for travelling with a pet.

1. Research Destination Requirements

• Import Regulations: Check the destination country’s specific requirements for pet entry, including vaccinations, microchipping, and health certificates. Some countries have strict quarantine rules.
• Breed Restrictions: Certain countries prohibit specific breeds of dogs or other pets.
• Prohibited Species: Verify whether your pet species is allowed in the destination country.

2. Documentation

• Health Certificate: Obtain a veterinary health certificate issued by a licensed vet shortly before travel (usually within 10 days). Some countries may require an international health certificate.
• Vaccination Records: Ensure your pet is up to date on vaccinations, especially rabies. Some destinations require proof of vaccination well in advance.
• Pet Passport: In some regions, like the EU, a pet passport may be needed, detailing vaccination and health history.
• Import Permit: Some countries require a permit to bring pets, which must be arranged prior to travel.

3. Microchipping

• Ensure your pet has an ISO-compliant microchip for identification, as it is required in many countries.

4. Quarantine Requirements

• Some countries enforce quarantine periods for incoming pets. Check whether your destination has quarantine rules, the duration, and the associated costs.

5. Airline Policies

• Travel Guidelines: Review the airline’s pet policies, including carrier requirements, size/weight limits, and additional fees.
• Cabin vs. Cargo: Determine whether your pet can travel in the cabin (based on size) or must be transported in cargo. Prepare accordingly.
• Booking: Notify the airline in advance about your pet, as most have a limit on the number of pets per flight.

6. Pet Comfort and Safety

• Carrier: Invest in an airline-approved carrier that is well-ventilated, comfortable, and spacious enough for your pet to stand, turn, and lie down.
• Familiarization: Acclimate your pet to the carrier before the trip to reduce stress.
• Food and Water: Provide food and water a few hours before the flight. Avoid overfeeding to prevent travel sickness.
• Medications: Consult your vet about calming medications if your pet gets anxious during travel.

7. Layovers and Transit

• If your travel includes layovers, check the transit country’s pet regulations. Some countries may impose entry or documentation requirements even for short stays.

8. Return Trip Preparation

• Plan ahead for the return journey by understanding the re-entry requirements for your home country. Some nations may have different rules for returning pets.

9. Emergency Preparedness

• Contact Information: Keep your contact information and emergency details attached to your pet’s carrier.
• Vet Access: Research veterinarians or pet hospitals at your destination in case of emergencies.

10. Cultural and Local Considerations

• Pet Acceptance: Be aware of cultural attitudes toward pets in your destination. Some areas may not be pet-friendly.

Bringing your cat from Russia to the United States involves several important steps to ensure a smooth entry. Here's what you need to prepare:

1. Health Certificate:

• Obtain a Veterinary Health Certificate: Before departure, secure a health certificate from a licensed veterinarian in Russia. This document should confirm that your cat is healthy and fit for travel. While not mandated by U.S. federal regulations, many airlines require it, and it may be necessary for state-specific requirements.
   APHIS

2. Rabies Vaccination:

• Vaccination Status: Although the Centers for Disease Control and Prevention (CDC) does not require proof of rabies vaccination for cats entering the U.S., it is strongly recommended to have your cat vaccinated against rabies. Additionally, some U.S. states may have their own vaccination requirements. It's advisable to check with the health department of the state to which you're traveling.
   CDC

3. Airline Requirements:

• Check with Your Airline: Airlines often have specific policies regarding pet travel, including requirements for health certificates, pet carriers, and possible fees. Contact your chosen airline to understand their specific requirements and ensure compliance.

4. Russian Export Requirements:

• Form #1 Certificate: In Russia, obtain Form #1 from a local veterinary station no earlier than three days before departure. This form contains necessary health information about your cat.
• International Veterinary Certificate: A day before departure, visit the veterinary department at your departure airport (e.g., Pulkovo Airport in St. Petersburg) to exchange Form #1 for an International Veterinary Certificate in English, which is required for exiting Russia and entering the U.S.
   U.S. Embassy in Russia

5. State and Local Regulations:

• Research Destination Requirements: Upon arrival in the U.S., your cat may be subject to state-specific regulations. It's important to check with the agriculture or health department of your destination state to understand any additional requirements or restrictions.
   APHIS

6. Additional Considerations:

• Microchipping: While not mandatory, having your cat microchipped can help with identification and is recommended for international travel.
• Quarantine: The U.S. does not impose quarantine requirements for cats arriving from Russia, provided all entry requirements are met.

By ensuring all these documents and requirements are in order, you can facilitate a smooth transition for your cat from Russia to the United States.

Traveler: Can I have my own prices?

Yes, you can specify individual item prices. The order price will be determined based on these itemized prices. Furthermore, OnItsWay implements a safeguard against small but expensive items, such as expensive phones or jewelry, by ensuring that the order price does not fall below 15% of the order’s total value. For instance, if an order includes an item weighing 0.5 kilograms with a value of $1000, and the itemized price is $35 per kilogram, the order price will be the maximum of ($35 * 0.5 kilograms, $1000 * 15%). In this scenario, the Traveler benefits from the risk associated with carrying an expensive item.