Buy items from the U.S. that you can't get in your country. Fast delivery worldwide!

General

What is Big Apple Buddy?

Big Apple Buddy is a shopping concierge service based in the heart of New York City. Our service helps people from around the world buy from U.S. online stores that:

  1. do not ship internationally
  2. do not accept non-U.S. credit cards
  3. require a U.S. shipping address for delivery
Once you place your order with us, we’ll buy your items from a reputable U.S. online store and ship them to your doorstep. We understand your time is valuable so we’re here to take care of the entire purchasing process for you, from start to finish!

How does your service work?

It’s very easy!

  1. Place an order via our store or request a custom quote for an item here.
  2. Once we receive your payment, we’ll purchase your item and ship it to your doorstep.
We take care of the entire shopping process from start to finish so you don't have to lift a finger.

This includes purchasing your item, inspecting the goods upon arrival at our facility, repacking the items and preparing all necessary shipping and customs documentation.

When should I use your service?

You should use our service to buy:

  1. items that are not available in your country
  2. from US online stores that do not ship to your country
  3. from US online stores that require a US shipping address
  4. from US online stores that only accept US credit cards
  5. from US online stores that do not ship to parcel forwarders

Why do you charge a service fee?

Our service fee is what we charge to help you purchase your item from the U.S. and ship it to your doorstep, hassle-free.

The service fee covers the entire purchasing process, including sourcing your item, purchasing your goods, inspecting your goods upon arrival at our facility, packing your items and preparing all necessary shipping and customs documentation.

Which countries can you help me buy products from?

Big Apple Buddy can help you buy from online stores in the U.S.

We are looking to expand into other countries in the near future. To receive updates, please feel free to sign up for our newsletter here.

How are you different from a parcel forwarder?

Parcel forwarders can be useful for international customers trying to shop from the U.S. However, it’s worth keeping in mind the following when using a parcel forwarding service:

  • An increasing number of U.S. stores no longer ship to parcel forwarding addresses due to reliability reasons
  • A parcel forwarding service cannot help you purchase from U.S. stores that require a U.S. credit card or U.S. billing address
  • Parcel forwarders are unable to assist with returns, exchanges and warranty claims
  • Using a parcel forwarder does not take the work out of the shopping process (i.e. you will need to research where to buy your item from, place the order with the U.S. store, deal with any store issues that arise and complete customs documentation once the product arrives at the parcel forwarding address)
There can be a surprising amount of work involved when using a parcel forwarder. On the other hand, Big Apple Buddy takes all the work out of the process for you by delivering a convenient and hassle-free service. Once you pay for your order, we take care of the rest. All you need to do is sit back and wait for the product to arrive at your doorstep, which can take place in as little as 2-4 business days.

Placing an Order

How do I place an order?

Placing an order through the Big Apple Buddy store is easy:

  1. Simply add an item to your cart and click “Checkout”
  2. Enter your country and postcode/city to calculate the international shipping costs and view the delivery estimates
  3. Review your order and click “Next Step”
  4. Enter your full shipping details and click “Next Step”
  5. Proceed to payment by clicking “PayPal Checkout”
Once we have received your payment, we will purchase your item and send you a confirmation email.

If you can’t find what you’re looking for through the Big Apple Buddy store, you can request a free custom quote here.

What is the Big Apple Buddy store?

The Big Apple Buddy store is one-stop-shop for international consumers to browse and purchase from U.S. online stores. Our website contains a wide selection of U.S. stores so you can conveniently purchase your favorite technology, fashion, beauty and sporting products all from the one platform.

Can I buy items that are not available through the Big Apple Buddy store?

Yes, of course! We’re adding new products and brands to the Big Apple Buddy store on a daily basis. However, if you can’t find what you’re looking for, simply get in touch with us here for a free custom quote.

What is a custom quote? How do I confirm my custom quote order?

We’re currently working to add more brands and products to our store. If there’s a particular item that isn’t available on our store, please feel free to get in touch with us here for a custom quote.

Simply let us know what item you would like to purchase. We’ll then source your item from a reputable official retailer and provide a breakdown of the total costs including the shipping fee, product cost, and service fee. If you’re happy with the pricing, simply confirm your preferred shipping option and payment method via email and we’ll send you the payment details. You’ll receive regular updates when your order is placed and shipped.

How do I redeem a store promo code?

If you would like to redeem a store coupon code, simply mention it when you request a quote and we’ll apply it to your order.

Big Apple Buddy affiliate codes can be entered during the checkout process through our store.

How do I place a bulk order?

If you need to place an order that exceeds the quantity limit available through our store, please feel free to get in touch with us here for a custom quote.

How long will it take for my order to arrive?

The estimated delivery time will ultimately depend on what store shipping options are available and which international shipping option you choose. It will usually take 2-7 business days for the goods to arrive at our facility from the store. The international delivery time is generally 1-8 business days.

How do I track my order?

We will provide you with a tracking number for your parcel upon dispatch from our facility so you can monitor your parcel throughout transit. Please note that we are unable to provide store tracking numbers for your order.

Is my order insured?

All quotes include shipping insurance for loss and damage during transit up to the product cost.

Can I get a quote in my local currency?

All quotes are in USD, however you can choose to pay in your currency of choice with PayPal and TransferWise. To see the approximate cost in your local currency, we recommend visiting www.xe.com.

Can I cancel my order? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order.

If you cancel your order before we have purchased your goods, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges).

If you cancel your order after we have purchased your goods, you will be refunded all payments less 50% of the service fee and any expenses incurred in reversing the order.

If we are unable to return your items to the store, then unfortunately, we will not be able to process your cancellation.

What if my items are out of stock?

If the item you’re after is out of stock, simply join our waitlist and we’ll notify you once the item is available for purchase.

Pricing

Can I get a quote in my local currency?

All quotes are in USD, however you can choose to pay in your currency of choice with PayPal and TransferWise. To see the approximate cost in your local currency, we recommend visiting www.xe.com.

Can I cancel my order? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order.

If you cancel your order before we have purchased your goods, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges).

If you cancel your order after we have purchased your goods, you will be refunded all payments less 50% of the service fee and any expenses incurred in reversing the order.

If we are unable to return your items to the store, then unfortunately, we will not be able to process your cancellation.

How much does it cost to use your service?

The total cost will be made up of the following components:

  1. Product Cost (passed through from the store)
  2. Shipping Fee (passed through from the shipping courier)
  3. Service Fee (for each order, we charge a service fee of $50 for the first item and $15 for each additional item)
A breakdown of costs will be provided at the checkout page or at the bottom of your custom quote.

How is the shipping cost calculated?

Shipping costs are passed through directly from the shipping courier (FedEx or DHL) and are based on the weight and dimensions of your package.

How is the service fee calculated?

The service fee depends on how many items you are ordering. For every order, we charge a service fee of $50 for the first item and $15 for each additional item.

The service fee is the same regardless of the product cost, type of item, or the number of stores you are ordering from.

For example, ordering 2 phones from the same store would attract a service fee of $65. Similarly, ordering 1 phone and 1 laptop from two different stores would also attract a service fee of $65.

Why does my quote include U.S. sales tax?

In America, sales tax is charged if the U.S. store has a presence in the state in which the customer resides.

Big Apple Buddy is based in New York so an 8.875% sales tax may apply to your order.

Because we are purchasing the item on your behalf, the full product cost (including the sales tax) gets passed through to you. It’s similar to if you asked your friend in New York to purchase the item on your behalf. In such an instance, you would be paying them back exactly what the store charged them.

To minimize costs, Big Apple Buddy will always try to source your item from a U.S. store that does not attract sales tax.

Will I be charged customs duties or import taxes?

This depends on which country you are shipping to and what items you are buying.

If you would like an estimate of the potential customs duties/import taxes for your particular order, please feel free to contact us at hello@bigapplebuddy.com

Your local customs office will also be able to provide you with a quote for these charges.

Why do you charge a service fee?

Our service fee is what we charge to help you purchase your item from the U.S. and ship it to your doorstep, hassle-free.

The service fee covers the entire purchasing process, including sourcing your item, purchasing your goods, inspecting your goods upon arrival at our facility, packing your items and preparing all necessary shipping and customs documentation.

Products

What if my items are out of stock?

If the item you’re after is out of stock, simply join our waitlist and we’ll notify you once the item is available for purchase.

What can I buy?

Big Apple Buddy is based in New York and has access to over 100,000 U.S. online stores. Feel free to visit our store to browse the latest products and brands from America. If you can’t find what you’re looking for, you can request a custom quote here.

Where do you source products from? Are you affiliated with these brands?

We source products from popular U.S. brands and reputable retailers. However, please note that we are not affiliated with these brands so we’re unable to provide specific information regarding their company and products.

What websites do you not purchase from?

To ensure that you’re not at risk of receiving defective goods, we only purchase from reliable suppliers and official retailers.

Please note that we currently cannot assist with purchases from:

  1. eBay
  2. non-U.S. websites
  3. websites with poor reviews or SimilarWeb rankings

Are there any items you won’t buy for me?

We cannot help you purchase items that are considered illegal or hazardous. Please visit your local customs and border protection websites for a list of prohibited and restricted items that cannot be imported into your country. We are also unable to assist with items that are extremely fragile, bulky or heavy.

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage.

We offer a warranty return service for products purchased through Big Apple Buddy for a fee of US$50 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at hello@bigapplebuddy.com.

Please note that we are currently unable to provide store receipts to our customers.

How do I know the products are brand-new or authentic?

We only purchase from reliable suppliers and official retailers so you can be assured that your items will be brand-new and authentic. Please note that we do not assist our customers with used, refurbished, or open-box items due to the high risk of defects.

Can I purchase customized/personalized products?

We can certainly assist with customized or personalized products. Simply send us your preferred design and we’ll prepare a quote for your item. Please note that some stores may have extended delivery times or charge additional fees for special items or services such as monogramming.

Can I sign up for a waitlist for new products?

Yes, of course! If the item you’re after is not yet available for purchase, you can join our waitlist and we’ll notify you once it is in stock.

Shipping

What countries do you ship to?

We ship to over 100 countries around the world including:

Albania
American Samoa
Antigua
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Barbados
Belgium
Bermuda
British Virgin Islands
Brunei
Bulgaria
Canada
Cape Verde
Cayman Islands
Chile
Cook Islands
Costa Rica
Croatia
Czech Republic
Denmark
Estonia
Faeroe Islands
Fiji
Finland
France
French Polynesia
Germany
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Hong Kong
Hungary
Iceland
Indonesia
Ireland
Israel
Italy
Japan
Jordan
Kuwait
Latvia
Liechtenstein
Lithuania
Luxembourg
Macau
Malaysia
Maldives
Malta
Marshall Islands
Martinique
Mauritius
Micronesia
Monaco
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Norway
Oman
Palau
Panama
Papua New Guinea
Poland
Portugal
Puerto Rico
Qatar
Romania
San Marino
Saudi Arabia
Serbia and Montenegro
Seychelles
Singapore
Slovak Republic
Slovenia
South Africa
South Korea
Spain
Sri Lanka
St. Kitts & Nevis
St. Lucia
Sweden
Switzerland
Taiwan
Thailand
U.A.E.
United Kingdom
U.S.A.
U.S. Virgin Islands
Vanuatu
Vatican City


If your country is not listed, please feel free to sign up for our newsletter here and we’ll notify you once our service is available in your area.

What shipping options are available?

We've partnered with courier services, FedEx and DHL, to offer fast and reliable shipping to your chosen destination.

The available shipping options will be displayed at checkout or at the bottom of your custom quote. You should choose the option that suits your preference for price and delivery speed.

Please note that we no longer ship via the standard postal service due to reliability reasons.

Can I ship to a PO Box or APO address?

Unfortunately, our couriers do not ship to PO boxes or APO addresses. Please note that FedEx and DHL require a full street address for delivery.

Can I ship to a parcel forwarder?

Unfortunately, we do not ship to parcel forwarders due to the increased risk of parcels going missing or being mishandled.

Can I ship to a hotel?

Unfortunately, we do not ship to hotels due to the increased risk of parcels going missing or being mishandled.

Can I place an order from a U.S. store using Big Apple Buddy’s shipping address?

Unfortunately, we are unable to provide our shipping address for parcel forwarding services. Please note that all orders must be purchased by Big Apple Buddy.

Why does my quote include a rural surcharge?

Your city/postcode may attract a rural surcharge if it falls outside FedEx or DHL’s standard delivery areas.

How long will it take for my order to arrive?

The estimated delivery time will ultimately depend on what store shipping options are available and which international shipping option you choose. It will usually take 2-7 business days for the goods to arrive at our facility from the store. The international delivery time is generally 1-8 business days.

How do I track my order?

We will provide you with a tracking number for your parcel upon dispatch from our facility so you can monitor your parcel throughout transit. Please note that we are unable to provide store tracking numbers for your order.

Is my order insured?

All quotes include shipping insurance for loss and damage during transit up to the product cost.

Payments & Billing

What payment methods are available?

We currently accept credit card payments (Amex, Visa, MasterCard, Discover) through PayPal and wire transfers from U.S. bank accounts (can be made via TransferWise). Please note that standard PayPal transaction fees apply.

Why do you charge a 3.9% PayPal surcharge?

Unfortunately, PayPal charges a 3.9% fee for each transaction. Because of the way our pricing is structured (whereby we charge a flat service fee regardless of the product cost), the PayPal fee gets passed through to the customer.

How do I pay with PayPal? Do I need a PayPal account?

If you are placing an order through our store, simply click “PayPal Checkout” and it will take you to a screen where you can enter your credit card details or log into your PayPal account. You can even elect to pay in your currency of choice.

If you are placing an order for a custom quote, we will send you an PayPal invoice via email.

Please note that you do not need to set up a PayPal account to make your payment.

How do I pay with TransferWise? Do I need a U.S. bank account to use TransferWise?

TransferWise is service that that allows you to send money internationally. You do not need a U.S. bank account to use this method and can even elect to pay in your local currency. Simply create a free account here and enter your bank details. Unfortunately, TransferWise is not available for all currencies, so we recommend checking the supported countries here.

Please note that we currently only accept payment via TransferWise for custom quote orders. If you choose to make your payment via TransferWise, we’ll send you our bank details with additional instructions.

TransferWise payments do not attract a surcharge. Please note that your bank may charge a fee for the outgoing transfer. Any outstanding costs will need to be settled via PayPal.

Please note that TransferWise payments can take up to 5 business days to clear. If your order is time sensitive, we recommend using PayPal instead.

When do I make my payment?

We require your payment in full upfront before we can purchase the item on your behalf.

For custom orders, we will provide you with a quote setting out the costs for your order. If you decide to proceed, we will send you instructions for your chosen method of payment. Once we receive your payment, we will purchase your items and ship them to your doorstep.

Do you offer cash on delivery?

Unfortunately, we do not currently offer cash on delivery. Please note that we require your payment in full before we can purchase your item.

Do you offer financing options?

Unfortunately, we do not offer financing options. Please note that we require your payment in full before we can purchase your item.

Can I pay with a store gift card?

Yes, we’d be more than happy to apply store gift cards to your custom quote order.

Can I pay with a debit card?

We can certainly accept payment by debit card via PayPal. Please note that your payment will be subject to a 3.9% PayPal surcharge.

Can I pay in my local currency?

All of our quotes are displayed in USD. However, you can certainly elect to pay in your currency of choice via PayPal or TransferWise.

Will my payment information be secure?

Both of our payment methods - PayPal and TransferWise - are secure.

Can I get an invoice or receipt for my order?

Unfortunately, we are unable to provide original store receipts as they contain our billing and shipping information. However, we’d be more than happy to provide a Big Apple Buddy invoice with a breakdown of costs.

Please note that we are unable to split payments, address invoices to a third party or back-date invoices.

Can I have different billing and shipping addresses?

You can indicate different billing and shipping addresses for your order. However, please note that our shipping couriers are unable to use a separate billing address for customs duties/import taxes. The customs invoice issued by FedEx/DHL will be addressed to your shipping address.

Customs Duties & Import Taxes

How do I pay customs duties and import taxes?

Customs duties and import taxes are charged by FedEx and DHL on behalf of your local customs authority. They will contact you once the parcel is in transit with payment instructions. Most of our customers pay online or over the phone.

When do I pay duties/taxes?

FedEx/DHL will contact you once the parcel is in transit with payment instructions. Once your payment has been received, they will proceed with delivery to your nominated address.

Do you offer prepaid duties/taxes?

Unfortunately, we currently do not offer prepaid customs duties/import taxes.

How do I get an estimate of duties/taxes?

We recommend contacting your local customs authority to get an assessment of customs duties/import taxes.

If you would like an estimate in the meantime, please feel free to get in touch with us at hello@bigapplebuddy.com.

Can you declare a lower value for customs purposes?

Unfortunately, we cannot declare a lower value for your items. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

Can you declare my item as a gift?

Unfortunately, we cannot declare items as gifts. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

What information do I need for duties/taxes?

FedEx may request your importer registration/identification number (e.g. EIN, SSN, VAT, GST, RFC) for customs clearance so we recommend having this information ready when they contact you. If you are importing items as a company rather than an individual, the clearance process can take a little longer and you may be required to provide additional information such as your Tax ID.

Please note that the customs process is different in each country so we recommend contacting your local customs authority for more information before placing your order.

Will I be charged customs duties or import taxes?

This depends on which country you are shipping to and what items you are buying.

If you would like an estimate of the potential customs duties/import taxes for your particular order, please feel free to contact us at hello@bigapplebuddy.com

Your local customs office will also be able to provide you with a quote for these charges.

Returns, Exchanges & Refunds

What is your return/refund policy?

We’d be more than happy to assist with any returns for items purchased using our service. Please note that you will be bound by the store’s return policy and you will be responsible for returning the items to the U.S. and paying for any shipping and store-related charges. A US$50 service fee will also apply for each item.

What is your exchange policy?

We’d be more than happy to assist with any exchanges for items purchased using our service provided you are in compliance with the store’s exchange policy and the item is in stock. Please note that you will be responsible for returning the items to the U.S. and paying for any shipping and store-related charges. If the item is no longer available at the original sale price, you may also need to make payment for the outstanding costs. A US$50 service fee will apply for each item.

Do you charge a fee for returns and exchanges?

Please note that you would be responsible for returning the items to the U.S. and paying for any shipping and store related charges. A US$50 service fee will also apply for each item.

When will I get credit for my return?

If your return is accepted, we will issue a refund once we receive the credit from the store. PayPal refunds may take 4-8 business days to process.

How will I receive credit for my return?

If your return is accepted, we will issue a refund for your order (less any applicable charges) via the original payment method.

How do I initiate a return/exchange/refund?

If you need help with a return, exchange or refund, please contact our team at hello@bigapplebuddy.com. In your email, please provide your name, order number and a detailed description of the issue you’re experiencing.

Contact Us

How will I receive credit for my return?

If your return is accepted, we will issue a refund for your order (less any applicable charges) via the original payment method.

Warranties

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage.

We offer a warranty return service for products purchased through Big Apple Buddy for a fee of US$50 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at hello@bigapplebuddy.com.

Please note that we are currently unable to provide store receipts to our customers.

Affiliate Program

How do I join the BAB affiliate program?

If you are interested in joining our affiliate program, please contact us at hello@bigapplebuddy.com for more details.

FAQ

General

What is Big Apple Buddy?

Big Apple Buddy is a shopping concierge service based in the heart of New York City. Our service helps people from around the world buy from U.S. online stores that:

  1. do not ship internationally
  2. do not accept non-U.S. credit cards
  3. require a U.S. shipping address for delivery
Once you place your order with us, we’ll buy your items from a reputable U.S. online store and ship them to your doorstep. We understand your time is valuable so we’re here to take care of the entire purchasing process for you, from start to finish!

How does your service work?

It’s very easy!

  1. Place an order via our store or request a custom quote for an item here.
  2. Once we receive your payment, we’ll purchase your item and ship it to your doorstep.
We take care of the entire shopping process from start to finish so you don't have to lift a finger.

This includes purchasing your item, inspecting the goods upon arrival at our facility, repacking the items and preparing all necessary shipping and customs documentation.

When should I use your service?

You should use our service to buy:

  1. items that are not available in your country
  2. from US online stores that do not ship to your country
  3. from US online stores that require a US shipping address
  4. from US online stores that only accept US credit cards
  5. from US online stores that do not ship to parcel forwarders

Why do you charge a service fee?

Our service fee is what we charge to help you purchase your item from the U.S. and ship it to your doorstep, hassle-free.

The service fee covers the entire purchasing process, including sourcing your item, purchasing your goods, inspecting your goods upon arrival at our facility, packing your items and preparing all necessary shipping and customs documentation.

Which countries can you help me buy products from?

Big Apple Buddy can help you buy from online stores in the U.S.

We are looking to expand into other countries in the near future. To receive updates, please feel free to sign up for our newsletter here.

How are you different from a parcel forwarder?

Parcel forwarders can be useful for international customers trying to shop from the U.S. However, it’s worth keeping in mind the following when using a parcel forwarding service:

  • An increasing number of U.S. stores no longer ship to parcel forwarding addresses due to reliability reasons
  • A parcel forwarding service cannot help you purchase from U.S. stores that require a U.S. credit card or U.S. billing address
  • Parcel forwarders are unable to assist with returns, exchanges and warranty claims
  • Using a parcel forwarder does not take the work out of the shopping process (i.e. you will need to research where to buy your item from, place the order with the U.S. store, deal with any store issues that arise and complete customs documentation once the product arrives at the parcel forwarding address)
There can be a surprising amount of work involved when using a parcel forwarder. On the other hand, Big Apple Buddy takes all the work out of the process for you by delivering a convenient and hassle-free service. Once you pay for your order, we take care of the rest. All you need to do is sit back and wait for the product to arrive at your doorstep, which can take place in as little as 2-4 business days.

Placing an Order

How do I place an order?

Placing an order through the Big Apple Buddy store is easy:

  1. Simply add an item to your cart and click “Checkout”
  2. Enter your country and postcode/city to calculate the international shipping costs and view the delivery estimates
  3. Review your order and click “Next Step”
  4. Enter your full shipping details and click “Next Step”
  5. Proceed to payment by clicking “PayPal Checkout”
Once we have received your payment, we will purchase your item and send you a confirmation email.

If you can’t find what you’re looking for through the Big Apple Buddy store, you can request a free custom quote here.

What is the Big Apple Buddy store?

The Big Apple Buddy store is one-stop-shop for international consumers to browse and purchase from U.S. online stores. Our website contains a wide selection of U.S. stores so you can conveniently purchase your favorite technology, fashion, beauty and sporting products all from the one platform.

Can I buy items that are not available through the Big Apple Buddy store?

Yes, of course! We’re adding new products and brands to the Big Apple Buddy store on a daily basis. However, if you can’t find what you’re looking for, simply get in touch with us here for a free custom quote.

What is a custom quote? How do I confirm my custom quote order?

We’re currently working to add more brands and products to our store. If there’s a particular item that isn’t available on our store, please feel free to get in touch with us here for a custom quote.

Simply let us know what item you would like to purchase. We’ll then source your item from a reputable official retailer and provide a breakdown of the total costs including the shipping fee, product cost, and service fee. If you’re happy with the pricing, simply confirm your preferred shipping option and payment method via email and we’ll send you the payment details. You’ll receive regular updates when your order is placed and shipped.

How do I redeem a store promo code?

If you would like to redeem a store coupon code, simply mention it when you request a quote and we’ll apply it to your order.

Big Apple Buddy affiliate codes can be entered during the checkout process through our store.

How do I place a bulk order?

If you need to place an order that exceeds the quantity limit available through our store, please feel free to get in touch with us here for a custom quote.

How long will it take for my order to arrive?

The estimated delivery time will ultimately depend on what store shipping options are available and which international shipping option you choose. It will usually take 2-7 business days for the goods to arrive at our facility from the store. The international delivery time is generally 1-8 business days.

How do I track my order?

We will provide you with a tracking number for your parcel upon dispatch from our facility so you can monitor your parcel throughout transit. Please note that we are unable to provide store tracking numbers for your order.

Is my order insured?

All quotes include shipping insurance for loss and damage during transit up to the product cost.

Can I get a quote in my local currency?

All quotes are in USD, however you can choose to pay in your currency of choice with PayPal and TransferWise. To see the approximate cost in your local currency, we recommend visiting www.xe.com.

Can I cancel my order? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order.

If you cancel your order before we have purchased your goods, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges).

If you cancel your order after we have purchased your goods, you will be refunded all payments less 50% of the service fee and any expenses incurred in reversing the order.

If we are unable to return your items to the store, then unfortunately, we will not be able to process your cancellation.

What if my items are out of stock?

If the item you’re after is out of stock, simply join our waitlist and we’ll notify you once the item is available for purchase.

Pricing

Can I get a quote in my local currency?

All quotes are in USD, however you can choose to pay in your currency of choice with PayPal and TransferWise. To see the approximate cost in your local currency, we recommend visiting www.xe.com.

Can I cancel my order? What fees apply?

Yes, you can. Cancellation fees will depend on when you cancel your order.

If you cancel your order before we have purchased your goods, you will be refunded all payments less any expenses we incur in processing your refund (e.g. PayPal charges).

If you cancel your order after we have purchased your goods, you will be refunded all payments less 50% of the service fee and any expenses incurred in reversing the order.

If we are unable to return your items to the store, then unfortunately, we will not be able to process your cancellation.

How much does it cost to use your service?

The total cost will be made up of the following components:

  1. Product Cost (passed through from the store)
  2. Shipping Fee (passed through from the shipping courier)
  3. Service Fee (for each order, we charge a service fee of $50 for the first item and $15 for each additional item)
A breakdown of costs will be provided at the checkout page or at the bottom of your custom quote.

How is the shipping cost calculated?

Shipping costs are passed through directly from the shipping courier (FedEx or DHL) and are based on the weight and dimensions of your package.

How is the service fee calculated?

The service fee depends on how many items you are ordering. For every order, we charge a service fee of $50 for the first item and $15 for each additional item.

The service fee is the same regardless of the product cost, type of item, or the number of stores you are ordering from.

For example, ordering 2 phones from the same store would attract a service fee of $65. Similarly, ordering 1 phone and 1 laptop from two different stores would also attract a service fee of $65.

Why does my quote include U.S. sales tax?

In America, sales tax is charged if the U.S. store has a presence in the state in which the customer resides.

Big Apple Buddy is based in New York so an 8.875% sales tax may apply to your order.

Because we are purchasing the item on your behalf, the full product cost (including the sales tax) gets passed through to you. It’s similar to if you asked your friend in New York to purchase the item on your behalf. In such an instance, you would be paying them back exactly what the store charged them.

To minimize costs, Big Apple Buddy will always try to source your item from a U.S. store that does not attract sales tax.

Will I be charged customs duties or import taxes?

This depends on which country you are shipping to and what items you are buying.

If you would like an estimate of the potential customs duties/import taxes for your particular order, please feel free to contact us at hello@bigapplebuddy.com

Your local customs office will also be able to provide you with a quote for these charges.

Why do you charge a service fee?

Our service fee is what we charge to help you purchase your item from the U.S. and ship it to your doorstep, hassle-free.

The service fee covers the entire purchasing process, including sourcing your item, purchasing your goods, inspecting your goods upon arrival at our facility, packing your items and preparing all necessary shipping and customs documentation.

Products

What if my items are out of stock?

If the item you’re after is out of stock, simply join our waitlist and we’ll notify you once the item is available for purchase.

What can I buy?

Big Apple Buddy is based in New York and has access to over 100,000 U.S. online stores. Feel free to visit our store to browse the latest products and brands from America. If you can’t find what you’re looking for, you can request a custom quote here.

Where do you source products from? Are you affiliated with these brands?

We source products from popular U.S. brands and reputable retailers. However, please note that we are not affiliated with these brands so we’re unable to provide specific information regarding their company and products.

What websites do you not purchase from?

To ensure that you’re not at risk of receiving defective goods, we only purchase from reliable suppliers and official retailers.

Please note that we currently cannot assist with purchases from:

  1. eBay
  2. non-U.S. websites
  3. websites with poor reviews or SimilarWeb rankings

Are there any items you won’t buy for me?

We cannot help you purchase items that are considered illegal or hazardous. Please visit your local customs and border protection websites for a list of prohibited and restricted items that cannot be imported into your country. We are also unable to assist with items that are extremely fragile, bulky or heavy.

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage.

We offer a warranty return service for products purchased through Big Apple Buddy for a fee of US$50 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at hello@bigapplebuddy.com.

Please note that we are currently unable to provide store receipts to our customers.

How do I know the products are brand-new or authentic?

We only purchase from reliable suppliers and official retailers so you can be assured that your items will be brand-new and authentic. Please note that we do not assist our customers with used, refurbished, or open-box items due to the high risk of defects.

Can I purchase customized/personalized products?

We can certainly assist with customized or personalized products. Simply send us your preferred design and we’ll prepare a quote for your item. Please note that some stores may have extended delivery times or charge additional fees for special items or services such as monogramming.

Can I sign up for a waitlist for new products?

Yes, of course! If the item you’re after is not yet available for purchase, you can join our waitlist and we’ll notify you once it is in stock.

Shipping

What countries do you ship to?

We ship to over 100 countries around the world including:

Albania
American Samoa
Antigua
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Barbados
Belgium
Bermuda
British Virgin Islands
Brunei
Bulgaria
Canada
Cape Verde
Cayman Islands
Chile
Cook Islands
Costa Rica
Croatia
Czech Republic
Denmark
Estonia
Faeroe Islands
Fiji
Finland
France
French Polynesia
Germany
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Hong Kong
Hungary
Iceland
Indonesia
Ireland
Israel
Italy
Japan
Jordan
Kuwait
Latvia
Liechtenstein
Lithuania
Luxembourg
Macau
Malaysia
Maldives
Malta
Marshall Islands
Martinique
Mauritius
Micronesia
Monaco
Netherlands
Netherlands Antilles
New Caledonia
New Zealand
Norway
Oman
Palau
Panama
Papua New Guinea
Poland
Portugal
Puerto Rico
Qatar
Romania
San Marino
Saudi Arabia
Serbia and Montenegro
Seychelles
Singapore
Slovak Republic
Slovenia
South Africa
South Korea
Spain
Sri Lanka
St. Kitts & Nevis
St. Lucia
Sweden
Switzerland
Taiwan
Thailand
U.A.E.
United Kingdom
U.S.A.
U.S. Virgin Islands
Vanuatu
Vatican City


If your country is not listed, please feel free to sign up for our newsletter here and we’ll notify you once our service is available in your area.

What shipping options are available?

We've partnered with courier services, FedEx and DHL, to offer fast and reliable shipping to your chosen destination.

The available shipping options will be displayed at checkout or at the bottom of your custom quote. You should choose the option that suits your preference for price and delivery speed.

Please note that we no longer ship via the standard postal service due to reliability reasons.

Can I ship to a PO Box or APO address?

Unfortunately, our couriers do not ship to PO boxes or APO addresses. Please note that FedEx and DHL require a full street address for delivery.

Can I ship to a parcel forwarder?

Unfortunately, we do not ship to parcel forwarders due to the increased risk of parcels going missing or being mishandled.

Can I ship to a hotel?

Unfortunately, we do not ship to hotels due to the increased risk of parcels going missing or being mishandled.

Can I place an order from a U.S. store using Big Apple Buddy’s shipping address?

Unfortunately, we are unable to provide our shipping address for parcel forwarding services. Please note that all orders must be purchased by Big Apple Buddy.

Why does my quote include a rural surcharge?

Your city/postcode may attract a rural surcharge if it falls outside FedEx or DHL’s standard delivery areas.

How long will it take for my order to arrive?

The estimated delivery time will ultimately depend on what store shipping options are available and which international shipping option you choose. It will usually take 2-7 business days for the goods to arrive at our facility from the store. The international delivery time is generally 1-8 business days.

How do I track my order?

We will provide you with a tracking number for your parcel upon dispatch from our facility so you can monitor your parcel throughout transit. Please note that we are unable to provide store tracking numbers for your order.

Is my order insured?

All quotes include shipping insurance for loss and damage during transit up to the product cost.

Payments & Billing

What payment methods are available?

We currently accept credit card payments (Amex, Visa, MasterCard, Discover) through PayPal and wire transfers from U.S. bank accounts (can be made via TransferWise). Please note that standard PayPal transaction fees apply.

Why do you charge a 3.9% PayPal surcharge?

Unfortunately, PayPal charges a 3.9% fee for each transaction. Because of the way our pricing is structured (whereby we charge a flat service fee regardless of the product cost), the PayPal fee gets passed through to the customer.

How do I pay with PayPal? Do I need a PayPal account?

If you are placing an order through our store, simply click “PayPal Checkout” and it will take you to a screen where you can enter your credit card details or log into your PayPal account. You can even elect to pay in your currency of choice.

If you are placing an order for a custom quote, we will send you an PayPal invoice via email.

Please note that you do not need to set up a PayPal account to make your payment.

How do I pay with TransferWise? Do I need a U.S. bank account to use TransferWise?

TransferWise is service that that allows you to send money internationally. You do not need a U.S. bank account to use this method and can even elect to pay in your local currency. Simply create a free account here and enter your bank details. Unfortunately, TransferWise is not available for all currencies, so we recommend checking the supported countries here.

Please note that we currently only accept payment via TransferWise for custom quote orders. If you choose to make your payment via TransferWise, we’ll send you our bank details with additional instructions.

TransferWise payments do not attract a surcharge. Please note that your bank may charge a fee for the outgoing transfer. Any outstanding costs will need to be settled via PayPal.

Please note that TransferWise payments can take up to 5 business days to clear. If your order is time sensitive, we recommend using PayPal instead.

When do I make my payment?

We require your payment in full upfront before we can purchase the item on your behalf.

For custom orders, we will provide you with a quote setting out the costs for your order. If you decide to proceed, we will send you instructions for your chosen method of payment. Once we receive your payment, we will purchase your items and ship them to your doorstep.

Do you offer cash on delivery?

Unfortunately, we do not currently offer cash on delivery. Please note that we require your payment in full before we can purchase your item.

Do you offer financing options?

Unfortunately, we do not offer financing options. Please note that we require your payment in full before we can purchase your item.

Can I pay with a store gift card?

Yes, we’d be more than happy to apply store gift cards to your custom quote order.

Can I pay with a debit card?

We can certainly accept payment by debit card via PayPal. Please note that your payment will be subject to a 3.9% PayPal surcharge.

Can I pay in my local currency?

All of our quotes are displayed in USD. However, you can certainly elect to pay in your currency of choice via PayPal or TransferWise.

Will my payment information be secure?

Both of our payment methods - PayPal and TransferWise - are secure.

Can I get an invoice or receipt for my order?

Unfortunately, we are unable to provide original store receipts as they contain our billing and shipping information. However, we’d be more than happy to provide a Big Apple Buddy invoice with a breakdown of costs.

Please note that we are unable to split payments, address invoices to a third party or back-date invoices.

Can I have different billing and shipping addresses?

You can indicate different billing and shipping addresses for your order. However, please note that our shipping couriers are unable to use a separate billing address for customs duties/import taxes. The customs invoice issued by FedEx/DHL will be addressed to your shipping address.

Customs Duties & Import Taxes

How do I pay customs duties and import taxes?

Customs duties and import taxes are charged by FedEx and DHL on behalf of your local customs authority. They will contact you once the parcel is in transit with payment instructions. Most of our customers pay online or over the phone.

When do I pay duties/taxes?

FedEx/DHL will contact you once the parcel is in transit with payment instructions. Once your payment has been received, they will proceed with delivery to your nominated address.

Do you offer prepaid duties/taxes?

Unfortunately, we currently do not offer prepaid customs duties/import taxes.

How do I get an estimate of duties/taxes?

We recommend contacting your local customs authority to get an assessment of customs duties/import taxes.

If you would like an estimate in the meantime, please feel free to get in touch with us at hello@bigapplebuddy.com.

Can you declare a lower value for customs purposes?

Unfortunately, we cannot declare a lower value for your items. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

Can you declare my item as a gift?

Unfortunately, we cannot declare items as gifts. We are legally required to declare the purchase price of your products on the shipping and customs documentation.

What information do I need for duties/taxes?

FedEx may request your importer registration/identification number (e.g. EIN, SSN, VAT, GST, RFC) for customs clearance so we recommend having this information ready when they contact you. If you are importing items as a company rather than an individual, the clearance process can take a little longer and you may be required to provide additional information such as your Tax ID.

Please note that the customs process is different in each country so we recommend contacting your local customs authority for more information before placing your order.

Will I be charged customs duties or import taxes?

This depends on which country you are shipping to and what items you are buying.

If you would like an estimate of the potential customs duties/import taxes for your particular order, please feel free to contact us at hello@bigapplebuddy.com

Your local customs office will also be able to provide you with a quote for these charges.

Returns, Exchanges & Refunds

What is your return/refund policy?

We’d be more than happy to assist with any returns for items purchased using our service. Please note that you will be bound by the store’s return policy and you will be responsible for returning the items to the U.S. and paying for any shipping and store-related charges. A US$50 service fee will also apply for each item.

What is your exchange policy?

We’d be more than happy to assist with any exchanges for items purchased using our service provided you are in compliance with the store’s exchange policy and the item is in stock. Please note that you will be responsible for returning the items to the U.S. and paying for any shipping and store-related charges. If the item is no longer available at the original sale price, you may also need to make payment for the outstanding costs. A US$50 service fee will apply for each item.

Do you charge a fee for returns and exchanges?

Please note that you would be responsible for returning the items to the U.S. and paying for any shipping and store related charges. A US$50 service fee will also apply for each item.

When will I get credit for my return?

If your return is accepted, we will issue a refund once we receive the credit from the store. PayPal refunds may take 4-8 business days to process.

How will I receive credit for my return?

If your return is accepted, we will issue a refund for your order (less any applicable charges) via the original payment method.

How do I initiate a return/exchange/refund?

If you need help with a return, exchange or refund, please contact our team at hello@bigapplebuddy.com. In your email, please provide your name, order number and a detailed description of the issue you’re experiencing.

Contact Us

How will I receive credit for my return?

If your return is accepted, we will issue a refund for your order (less any applicable charges) via the original payment method.

Warranties

Does my item come with an international warranty?

This will depend on your product and the manufacturer. Most products in the U.S. only come with a U.S. based warranty. We do recommend checking the manufacturer’s website prior to placing your order for warranty details.

How do I get my product repaired or replaced under warranty?

If your product is covered by an international warranty, you should contact the product manufacturer directly to process the warranty claim. We recommend checking to see whether the manufacturer honors international warranties before providing any order information to them. Otherwise, we may be prevented from making a warranty claim on your behalf at a later stage.

We offer a warranty return service for products purchased through Big Apple Buddy for a fee of US$50 per item. You will be responsible for all shipping and store-related costs associated with the return/exchange. If you are interested in this service, please contact us at hello@bigapplebuddy.com.

Please note that we are currently unable to provide store receipts to our customers.

Affiliate Program

How do I join the BAB affiliate program?

If you are interested in joining our affiliate program, please contact us at hello@bigapplebuddy.com for more details.