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Frequently Asked Questions

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(+995 32) 2-42-18-18

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sales@usa2georgia.com
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General Questions

Conditions of cut down (repackaging) service We do not cut-down packages or reduce the package in size. Instead, you will be billed by gross weight for any packages up to 20kg per dimensional weight.
How long does it take to receive my parcels in Georgia? We’re pleased to inform you that as of October 11th 2010, there are daily flights from USA; that is 5 flights per week!
Packages that would be delivered to your USA postal address on Monday will be sent on Tuesday. Packages delivered on Tuesday will be sent on Wednesday, and so on.
We hope that in the near future, more frequent flights will facilitate the process of receiving your parcels more quickly in Georgia.The average terms of delivery range from 7 to 10 days maximum. 
Is it possible to send magazines, letters and documents along wit... Unfortunately, there were cases when our customers refused to pay the cost of transportation for such parcels, and our company experienced the loss. Because of this, we don’t allow to ship letters, magazines and documents.
Terms for Will Call service at branch locations

If you prefer to automatically use Will Call service at branch locations, please change the branch settings under your Account Profile -> Parameters.

If you will decide not to use the branch location at any time later, you can disable or enable it per shipment under your account, on the left side.

Terms for Will Call Service at Branch LocationsAn automatic forwarding will not apply on transit packages with HAWB Shipment number already assigned;

Branch Location select option is available within 2 days of shipment departure; Non-Declared packages can not be transferred at Branch locations; Using of Courier Service is limited to packages stored at Branch locations.
Terms of Self Service terminal USA2GEORGIA Self Service machine is an electronic device, that permits customers to receive the parcel by using 10 digit Terminal Code; 10 digit Terminal Code is sent by Short Message or E-mail to customers only; Customer is responsibly to keep the valid phone number under the USA2GEORGIA Profile. In case of phone number change, it should be updated immediately with the new valid number; Customer is responsibly to keep the Terminal Code safely and prevent its lose; The Terminal Code is sent to customer after an invoice is paid; In case of Terminal code loss or its unauthorized disclosure, customer is obliged to immediately notify USA2GEORGIA about that and request blocking of the Terminal Code; In case of Terminal Code loss, customer is still able to receive parcels with an operator; Self Service Terminal operates at all Branch Locations of USA2GEORGIA; The Self Service Terminal is activated automatically for all USA2GEORGIA Customer; In order to receive the parcel, customer should type the 10 digit Terminal Code on the touch screen. Terminal code is sent to customer after the shipment arrives; Customer is not required to provide an ID or confirm receipt by signature while using the Self Service Terminal; Receiving of package at Self Service terminal by third parties is possible with the proper authorization of package consignee only; Package Consignee is responsibly for sharing the Terminal Code to third parties while USA2GEORGIA takes no responsibility when such instance occurs; In case of any difficulties with receiving the parcel at Self Service Terminal, customer should immediately notify an operator at USA2GEORGIA; Packages subject to custom clearance can not be received at Self Service Terminal.
In the tracking information of UPS, DHL, FedEx, USPS etc., the weight of the parcel is indicated less than on USA2GEORGIA’s invoice. Please explain. Generally, UPS Ground and other U.S. postal companies transport goods using ground shipping. In such cases the tracking data always shows the real weight. However, in case of air transport the weight of the package may be calculated using volumetric method as well. The volume weight of the parcel is calculated by the following formula: in centimeters - length X width X height / 6000; In inches - length X width X height / 166. The final shipping weight will be calculated by comparing real and volumetric weights and choosing the greater one. If you think that the weight indicated in USA2GEORGIA’s invoice is higher than should be, please visit our office for clarification.
What will my US address be? After registration on our web-site, you will be given a USA postal address. During the purchasing process from online stores, this address should always be indicated in the shipping information. For example: FULL NAME: Name Surname ADDRESS 1: 8 McCullough dr
ADDRESS 2: UXXXXX (where UXXXXX is your individual mailbox)
 CITY: New Castle 
STATE: DE (Delaware)
 ZIP: 19726 
USA   If the store asks for the phone number, type our number: 1–866-411-9401. The same information can also be entered in the Billing Address.
Terms of receiving a parcel at the branch If you want to receive packages at the same branch, please choose the desired branch in the Parcel Management page's profile section. Despite the automatic redirection to the branch, you can turn off or turn on the branch bookmark for a specific flight on the parcel management page, and therefore receive the parcel either at the head office or at a different branch. A branch for the specific shipment can be changed within two days after the departure of the flight from the US; Note that timely undeclared parcels will not be forwarded to the chosen branch.
Prohibited Products

The following articles are restricted to be shipped by USA2GEORGIA

● Cash, coins and banknotes;

● Credit, debit or other bank cards, financial documents;

● Letters and magazines;

● Food;

● Explosive materials;

● Firearms, airsoft and parts;

● Riflescope or Scope of any type;

● Crossbow, bow;

● Gold, silver, gem, diamond, precious stones, juvelery made of gold, silver or precious stones;

● Pornographic materials;

● Live animals, stuffed, fur;

● Soil, plants with soil;

● Live plants;

● Seeds (over 25gr);

● Magnet;

● Live flowers;

● Hemp-based products (including cannabidiol [CBD]);

● Marijuana (medical or otherwise);

● Psychotropic materials;

● Drugs (over 10 package);

● Spray, aerosol and similar under pressure products;

● Alcholol;

● Packages or products with or without UN label, restricted by MSDS Document of the Manufacturer.

Payment methods

Can I pay the transportation invoice at another bank? Of course you can, but take into consideration that our bank account is in TBC, and the payment transfer from other banks may take a bit longer. Allow 1-2 days which will delay package delivery.
Does your price include any possible charges associated with cust... No, our price includes only transportation costs.  If the initial price of the good exceeds 300 GEL, or its weight is larger than 30 kg., customs duties and other taxes will be imposed.
If several parcels are ready to be delivered to Georgia on the same flight, and the subtotal cost of those goods exceeds the predefined norm of 300 GEL, you will also have to pay the customs duties. 
For more detailed information about customs procedures please contact the Ministry of Finance call center:  077
Does your service round off the parcel’s weight?

Package weight is rounded with 100g increaments, with the minimum of 100g per package.
How can I pay the transportation cost and when should I do it? The cost of transportation is paid only after your parcel is delivered to Georgia. You will receive the notification about package arrival and the commercial invoice will show under the Parcel Control Panel on our web-site. We accept all major payment methods, including Credit Card Payments. Please check your account - "Deposit" button.
I didn’t expect the transportation cost to be so much. What shoul... If due to some technical problems, the charged amount was wrongly calculated, the original invoice will be corrected and the payment will proceed by the new invoice amount. If you’ve already covered the transportation charge, the incorrect amount will either be refunded to your balance or transferred to your personal bank account.
I’ve paid a transportation invoice. Should I bring a check to pic... Bringing a check or some other document as proof of your payment isn’t necessary because it will automatically be reflected in our system. After that you can either pick up a parcel yourself from an office, with your identity card/passport, or new driver license, or wait till the courier brings it to you
Payment methods: Visa/Master Card, TBCPAY, PAYBOX and balance ref... As of October 23, 2009, along with traditional payment methods, a new function has been added to our system: USA2Georgia balance refill. The instruction is very simple: in the Parcel Control Panel, click on the balance refill and follow the instruction. After that, the money amount will be automatically reflected in your USA2Georgia account. 
After receiving an invoice if there is enough money in your account, the transportation cost will be covered automatically. If there is not enough money, you will be informed about it by e-mail.
You can check the status of the balance in the Parcel Control Panel section.In addition, you may feel free to select the payment method that is most appropriate for you: instant payments by TBCPay and Paybox, also Visa/Master Card, and transfer by bank.
Please take into consideration a transaction fee that accompanies each payment method. 

The Parcel Control Panel

How can I track the package I’m waiting for? Please check your account at USA2GEORGIA, on the left side - Inbox (USA), Pending (Sent to Georgia), Arrived (Arrived to Georgia), Received (Delivered to door). By monitoring your tracking#, you can determine the package location easily.
You can also receive notifications by Email & SMS. To activate notification system, please check the left menu under your account -> Parameters-> notification settings.
How does the Parcel Control Panel work? Our system is quite simple and easy to use. You can check your USA2Georgia account any time and see those parcels that have already been received at the  USA address.  When the parcel is delivered to our warehouse, you’ll receive a notification by e-mail; also you’ll be able to see the tracking code of those parcel you’ve ordered, if an online shop didn’t specify them in your order confirmation.
For your benefit, it’s desirable to add parcel tracking codes that you’ve been given from an online shop as soon as you receive them. This is a very important procedure that helps to avoid parcel misidentification. 
After those parcels are delivered to Georgia, you will receive a transportation invoice. Pay the charged amount and pick up your parcel from an office, or wait till the courier brings it to your address.
Parcel Control Panel – Parameters In the Settings section of parcels control panel, you can change the following contact information: mobile number, address, e-mail, date of birth and password. It is also possible to manage messages.

If you do not want to receive news about the Company's services, you can uncheck the notifications.
If you want to withdraw the parcel yourself, please check the "Visit to the office" option.
Parcel Control Panel – Transactions A new function for balance refill has been added to our system. You can refill your balance, and use that money to pay the transportation invoices. See the balance filling procedure in the Parcel Control Panel.
The amount that you add to your balance will appear as transferred, and paid invoices will show a “paid” status. Furthermore, the commission fees associated with various methods of payments will always be indicated.  Transactions are reflected immediately in our program. 

Shopping in online stores

Am I restricted from buying at any online shops? Of course not. It’s possible to buy from any online shop, provided that they are able to ship products to America. We don’t have any restrictions on particular web-sites, so you can freely use your American address during online shopping. 
However, each online store has its own peculiarities and specifications. For example some of them may not consider international credit cards as a valid source of payment, or may decline a transaction for other reasons.
Take into consideration that we don’t provide any consultations associated with the purchasing process. Our main function is to safely transport those goods from USA to Georgia.
During online purchase, the shop demands my phone number. What sh... You can enter our American phone number 1–866-411-9401, but please note that this is a corporate number and we don’t take the responsibility to negotiate with a particular online store, nor do we provide any guarantees that somebody will pick up the phone during any 24 hour period. However, in many cases, the shop will treat this number as routine information, even if nobody picks up the phone.
I’ve bought something from an online store. When will it be deliv... It depends on the shop itself and on the speed of transportation. Generally, shops transfer goods within 5-7 days. Very rarely the package may take as long as 10 days. Also note that shop needs at least 1-3 days to process a purchase, and only after that is the package actually sent. 
As a matter of fact, online shops offer 1, 2, 3, 5, and 7 day postal service at different prices. It’s up to you to choose the terms of transportation and the period of ground shipping. 
I’ve ordered some goods from an online shop, but the packages del... When you buy a combination of products form a particular online store, it’s hard to organize their simultaneous shipping and that’s why some packages may be delivered to our USA address at different times.
I’ve purchased some products form an online store. The payment ha... There could be various reasons why an online shop registers an order, blocks the amount of the purchase on your credit card, and doesn’t send anything.
• The shop accepts only USA credit cards• The shop sends products only to an address that is registered on the credit card (shop checks the Billing address) • The shop cannot establish communication with the buyerThere are two solutions to this problem, but we cannot guarantee that your product will be sent: 1. You can contact the shop itself and send them your credit card information by some other means, for example a scanned image of it.2. Contact the bank and ask them to add your American address in the section of “additional info” or “alternate shipping address.” Unfortunately we aren’t able to remove or cancel the blockage on your credit card; also we cannot assist you with the delayed parcel’s sending process. Please note that we provide the transportation for your parcel, and are a third party to your transaction. We do not have any ability to intervene in the purchasing procedures.
The shipping and billing information is not compatible When checking out, indicate in the shipping information our USA address. Next, contact your bank and add our U.S. warehouse as an alternate shipping address on your credit card. In the Billing Address, the same information can be entered.
Sometimes, the shop checks whether Shipping and Billing addresses are compatible. If they are not, the money on your credit card may be blocked. 
In the near future, we plan to issue our own American credit card, with which you’ll be able to purchase online without any difficulties.

Insurance, Custom Procedures

Can I insure my parcels with your company? We have a special Risk Free Shipping service under Terms & Agreement, Paragraph 8
Please check it for more details.
Can not make declaration, its a private parcel Private parcels cannot be declared.
If you are not able to provide the purchase order, the parcel will be evaluated by customs according to the market prices.
If the prices of the items exceed 300GEL you will need to make custom clearance.
How can i make custom clearance? Our customers are now eligible to use simplified customs procedures at our office, which definitely makes custom clearance far more comfortable than it used to be.   This means that those parcels that are subject to custom duties, (that is, their initial cost exceeds 300 GEL), will no longer be retained at customs, but rather will be transferred to our office. We’ll also provide the customer with all the necessary documentation and he/she will simply pick up the parcel from our office on the same day. As for custom taxes, they must be paid within 30 business days at any bank.  Customs tax is 18% out of the Product total value and Shipping cost. There is an additional 12 GEL fixed fee per customs clearance.   None Georgian citizen will need fiscal number to make the custom clearance, no meter is she/he tax payer or not. You can get the fiscal number at the revenue service center  Kostava str. #68.   You can also use DISTANT CUSTOM CLEARANCE SERVICE and get the parcel with documentation on desired address.    To order the service, request must be made by pressing the “distant custom clearance” button in the Customer Control Panel of the “Arrived” section.  detailed purchase order and fiscal number must be sent on our email sales@usa2georgia.com.    
I’ve received a parcel, but something is missing. What should I d... First, check the order you’ve received from the shop, and compare what you bought and what has been actually sent. Some items may be backordered. In this case, “Backorder”, “B” or some other symbol should appear.
Also check the amount of money that was transferred from your credit card and the details of the online purchase. If the shop did not send the product due to some technical reason, than the parcel definitely wouldn’t be among received items. 
If my parcel wasn’t delivered to your American address, what shou... If you’ve checked the status of the parcel’s tracking code, and it’s still not delivered or is on its way, first, contact the sender and try to get additional details, for example the exact date of shipping. 
There are very rare situations when packages can be lost in transit. If the parcel hasn’t reached our warehouse, we cannot assist you. You should contact the online shop from which you’ve ordered the package and ask for compensation, or demand the product to be sent once again.
Why should I trust you? How can I be sure that my parcels will be... Our company specializes in providing air and ocean freight transportation services to emerging free market economies around the world. USA2GEORGIA provides logistics service, expedited transportation via all major air carriers, in-bound movement of cargo and bonded warehouse capabilities among other services.
USA2GEORGIA is the known shipper per TSA.GOV (Transportation Security Administration). USA2GEORGIA complies with TSA’s regulations and procedures. 

Various questions

Can I send parcels from other countries? The postal address that we have given to you is in USA. However, you can freely use it to buy goods from any country. Whether it will be private packages or goods bought from online shops, all of them can be delivered to your USA address. You can order products from online stores that are situated abroad, for example in Canada or Latin America, and indicate your USA address in the shipping information, provided that those shops are able to send products to USA. 
Can several persons use one address? Of course they can. However, take into consideration that each address is registered with a specific user and this particular person will be considered the receiver of the parcels. Each customer must have his/her own USA address, indicated by an  individual suite number.Please note that registration on our web-site is absolutely free. 
If I’m not at home, how will the courier leave the parcel? When a courier arrives at your address, he will call you on a cell phone at the number you indicated in your account, in the parameters section. If upon delivery of the parcel, you are not available, the courier will bring the parcel back to our office, and you will be required to pick it up.
Please take into consideration that according to our rules, you must present an identity card, passport, or new driving license in order to receive the parcel from the courier.
What types of products are prohibited for shipping?

The following types of products can be transported

• Fragrances (Not subject to cut-down service. Packages are sent with original shipping box)
• Tires
• Food supplements for sportsmen
• Vitamins and medicines that don’t need special transportation permission to  Georgia (up to 10 package)
• Creams and perfumery products that aren’t flammable
• Plants and seeds * ( Check Details bellow about Phytosanitary regulations)
 
The following kinds of products are restricted to ship

• Crossbow, arrows and/or similar type products
• Explosive substances or products, for example cigarette lighter or fireworks
• Pornographic material
• Animals, plants, fish, birds, rodents, etc.
• Toxic materials
• Firearms, rifles, guns, as well as their parts and accessories
• Tobacco, narcotic substances, or plants and their seeds
• Products that contain a toxic substance called Azbest
• Stuffed (taxidermy) animals, bones, fur, ivory, etc.
• Real money – coins and bank notes of any country
• Journals and catalogs
• Pneumatic air guns without air container, optical shooter or any accessory.
• Airsoft  guns, electro pneumatic paintball guns  and any accessory
• Paintball guns without CO2 tanks and optical device
• Underwater hunting guns and their accessories
• Under preasure tanks of any type and size
• Stun Guns of any type


The following products that require Phytosanitary Inspection Certificate and/or Import certificate are permitted to import:

a) Plants or plant samples, up to 10kg, except plant seeds or plant matterials for breeding;

b) Plants or herbal products (with total value of up to 500 GEL) are permitted to import for the following cases:


b.a) Plants, threes, bushes, shrubs and the like… up to 5pc;
   

b.b) Up to 3kg of citrus products;
   

b.c) Up to 5kg of other fresh fruits or vegetables, or their combination;
   

b.d) Up to 20pc of cut flowers or plant twigs or their combination, or 1pc of some bouqet made of cut flowers, or made of cut flowers and twigs as a combination;
   

b.e) Up to 5pc of flowerpot;
   

b.f) Up to 2kg of flower bulbs or tubers or their combination;
   

b.g) Up to 5 package of seeds, 5g each;
   

b.h) Up to 30kg of some dry products made of plants. (9.12.2014 N 670)


Please note, that an above listing is not complete, since US Customs book for Restricted/Dangerous goods is too large and consists of many exceptions.
USA2GEORGIA takes rights not to send certain product to Georgia per International Freight Forwarding rules and requirements.
Also, please note, that despite the above enlisted information, a customs officer still has the right to detain a parcel and demand additional explanations, for example the original invoice for statement of lower price, or some special document allowing you the transportation of the product. Always ask the shop to put an order or an invoice inside the box, and make sure you fill in the declaration form in your account.
 
If you send the prohibited products, we do not take responsibility for its confiscation. 

Strange Questions

Can you put my iPod in a shoe box? In this request, the client meant his iPod to be taken out of its original parcel and put in his shoe box.  We cannot tell what experience this particular client had with other transportation companies, but we don’t group such items together.
Can you send intimate products? If you mean products sold in sex shops, the answer is yes, these items are allowable.  Please see the list of prohibited products.
Can’t you deliver packages in 1 day? Unfortunately, it’s not possible to deliver packages from USA in 1 or even 2 days’ time period. The average transportation ranges from 1 week to 10 days maximum.  
When calculating the parcel’s weight, do you consider its net wei... Since May 17 2017, USA2GEORGIA has stopped using of Dimensional weight formula. So the shipping fee is based on the package gross weight only.

Courier Service

Courier services throughout Tbilisi Customers may use the courier service: Express courier service - throughout Tbilisi. Courier service is provided by "Information Communications Systems" Ltd. Courier service is available during working days (From Monday to Saturday).

To order the express courier service, the request must be made by clicking the button "Courier service" in the package control panel section.

Express Courier service fee for up to 10 kg and any quantities packages delivered to one customer is 6 GEL. From 10 kg to 20 kg packages - 12 GEL. If the weight of the package exceeds 20 kg, the service fee is calculated by the rate of 1.00 GEL per kg. (e.g.,if the package weighs 21.8 kg, the weight of the parcel shall be rounded to 22 kg and multiplied by 1.00 GEL). The approximate delivery time of the package is 2 working days.

Please, verify your address before clicking the button.

Before requesting the parcels, it is necessary to pay the invoices and add the cost of express courier service to the balance.

For further information please visit: https://www.usa2georgia.com/agreement
How does the regional courier service work? Regional courier service operates in almost all cities and villages of Georgia. Courier service is available during working days from Monday to Friday.

For using the regional courier service please, request the arrived parcels section - by clicking the "Send me parcels" button from your account. Accordingly, parcels will be sent to the city you specified in your account.

Please, check your address before clicking the button.

Regional courier service fee for up to 10 kg and any quantities packages delivered to one customer is 12 GEL From 10 kg to 20 kg packages - 24 GEL. If the weight of the package exceeds 20 kg, the service fee is calculated by the rate of 1.20 GEL per kg. (e.g.,if the package weighs 21.8 kg, the weight of the package shall be rounded to 22 kg and multiplied by 1.20 GEL). The approximate delivery time of the package is 3-5 working days.

Before requesting parcels, it is necessary to pay the invoices and transfer the regional courier fee to the account.

For further information please visit: https://www.usa2georgia.com/agreement