Do you ship to Australia (other countries)?
Yes. Russian Legacy, Inc. ships to most countries of the world (except Africa and Middle East) via International Airmail and Federal Express.
What is the difference between International Airmail & Federal Express?
In a nutshell, International Airmail takes 10-15 business days for delivery and has no tracking code, while Federal Express requires only 3-5 business days for delivery and comes with a tracking code fully usable at the FedEx website.
Where do you ship from?
Most (98%) of our orders ship from Eastern Europe. We've got several warehouses and workshops at the following locations: Moscow, St. Petersburg and Tomsk, Russia and Chisinau, Moldova. Your order will start its way from one of them.
Are shipments insured?
Only if they are shipped via Federal Express. This is the reason we hightly recommend shipping expensive items via the Express method.
How much does it cost?
Shipping & handling charge is based on the weight of your parcel. Hence, differs from order to order.
How long does it take?
It depends on the method of shipment you choose. The difference between International Airmail and Federal Express is fully outlined above. Remember to allow up to 10 business days for order processing (cf: next question).
I chose Express Shipping, 6 days have passed & my order is still not here. What is going on?
You must be confusing express shipping with express order processing. Our "Shipping Policy" stresses that "orders ship within 5-10 business days of their receipt". In your case, this means that your order should be shipped to you via the requested Express Mail within the next 4-6 days. We can process your order in an express manner (at a nominal cost). But you do have to let us know in advance (at the moment your order is placed) that you want it shipped and/or delivered by a certain date.
Why do samovars cost so much to ship?
Besides being bulky and heavy, samovars require special packing and bracing, as well as complex paperwork filing (with the Ministry of Culture of Russia and then with the Russian Customs). All of this results in the high shipping cost.
Why do some samovars ship only 15-20 business days after the day the order is placed?
Antique samovars (or samovars dating 1930 and back) require an export permission from the Ministry of Culture of Russia. Exporting them without this permission is pure smuggling. The permission takes anywhere from 10 to 15 days to obtain.
15 business days have passed long ago and my order is still not here. What should I do?
If your order hasn't arrived within 45 business days past the shipment date let us file the postal complaint for you in the country of origin. A postal investigation will be started on the basis of your complaint and you will receive the results of the investigation within the next 60 business days.
Why do I have to wait for my parcel for 45 business days before I can file a complaint?
Even though all of our orders are shipped by air, sometimes (in about 3% of the cases) local postal services - when International Airmail is chosen as the delivery method - ship them by sea. Delivery by sea takes 45-60 business days.
My order has arrived but the wrapping is all torn apart and the item is broken. What do I do?
First of all, do not throw the wrapping and the original shipping label away. E-mail us the pictures of the torn apart parcel and the broken item and in most cases we will replace it. If, however, it is deemed that there is no fault of ours in this incident, we will encourage you to turn the torn apart parcel back to your local post office, demanding a full refund of the item's customs value.
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