Frequently Asked Questions

• Always check your order with the cargo officer.
• If there is damage to the cargo package or product, if the number of packages is incorrect, make a "Due Diligence Report" to the cargo officer after signing the cargo delivery receipt.
• If you decide not to receive the cargo by checking the content and quantity, get a return code with the easy return option from the order screen.
• Deliver the product/box with this report and invoice to the cargo officer and send it back to us.

Return steps:

1. Fill in the "Return request form" at the bottom of eastroad.com
2. Click the "Order detail" button on my orders on the homepage and view the details of your order.
3. When creating a return request, please specify the tracking number of your order and the reason for the order.
4. Select the product to be returned and the reason for the return. If you have purchased more than one product from the same product, you must also select the number of products to be returned.
5. Take note of the return shipping code that appears on the screen. You can also access your return shipping code from the My Orders page and from the notification message sent to your membership e-mail address.
6. Put the invoice together with the products to be returned in a single package. If your application is deemed appropriate, customer representatives will contact you.
7. Please deliver the package to our cargo office in Azerbaijan.

• Returns of disposable products or products that are likely to expire are not accepted.
• Cosmetics and personal care products, underwear products, swimwear, bikinis, books, reproducible software and programs, DVD, CD and cassettes and stationery consumables.
• In case of delivery of a product different from the picture on the Shipnext.co site, unopened, untested, intact, unused products can be returned.
• If products reach us used, worn or washed, we may have to send them back to you. In this case, no refund will be made.

• After the product reaches us, its compliance with the return conditions is checked.
• If the product meets the return conditions, the return process is completed within 7-10 days.
• If the product does not meet the return conditions, it will be sent back to your address.

Once your return is completed, an informative message will be sent to your membership email. If you receive this message, it means that a refund has been made to your bank account by EASTROAD SOFTWARE AND LOGISTICS TECHNOLOGY SERVICES JOINT STOCK COMPANY.

You can check the refund status with your bank using your Eastroad reference number in the "My Orders" section of your "Account".

The time it takes for the refunded amount to be reflected on your card depends on your bank.

Return Policy:

If the product you want to return is the same as the product picture in our eastroad.com marketplace, if the customer wants a return because they don't like it, the return fees are covered by the customer.

In case of sending the wrong product, the package must be undamaged, unused and not damaged as a result of misuse. If products reach us used, worn or washed, we may have to send them back to you. In this case, no refund will be made.

 * There is a shipping fee that you have to pay for the return reasons listed below. This shipping fee is the special shipping price based on current conditions. You can learn this information from the customer representative. Return costs are valid even for products with free or discounted shipping.

Returns are not accepted for the reasons stated below.

- I don't like your model

- I gave up

- I didn't like the quality

- Too much, I ordered wrong.

Always open your order next to the courier.

If package content is missing or incorrect:

1. Do not take delivery of the cargo and make a "Damage Determination Report" to the cargo officer.

2. Send the product/box back to us together with this report and invoice.

3. Please contact us through the following communication channels regarding the situation. You can reach us by using the "Connect to Live Help" button in the "Help" tab in the "My Account" section.

I want to place my order through a customer representative.

For your information security, only you can complete your order.

The card information used while shopping at eastroad.com is not recorded and cannot be seen by third parties without your consent. Card information is kept in eastroad.com solution partner Paypal TR (IYZICO) systems and cannot be accessed even by our site. 3D Secure system is used for transactions you make with a debit card. 3D Secure is an identity verification system developed by card companies to ensure the security of online shopping.

You can complete your membership with the password you will create by entering an active e-mail address that you use in the Login>Member area at the top right of the page. You can automatically sign up with Facebook and Google.

You should make sure that the e-mail you will use when signing up is correct, and you should complete your membership with an address you use actively. We will share all information specific to you and your order via this address. Your password for the security of your own profile; You should make sure that it is between 6-15 characters and contains at least 1 letter, 1 number and 1 special character.

1. On the product pages, click the 'Add to Cart' button to add the desired items to your cart.

2. On the payment screen, you can select one of your registered addresses or add a new address.

3. Eastroad technologies calculate the shipping cost specific to Uzbekistan/Azerbaijan for the selected item in real-time.

4. By choosing any Express courier company that is integrated into the Eastroad system, you can arrange for the product to be delivered to you through that courier company.

5. On the same screen, enter your card details and, if you wish to pay in installments, select one of the installment options to complete the payment process.

You can define your delivery address by clicking the 'Add Address' button on the My Account > My Address Information page. You can also register your delivery address at the last stage when ordering.

• If you have forgotten your password, you can log in to your account by performing a password reset.
  
• The steps to be followed for this are as follows;
• From the 'Member Login' page, click on 'Forgot Password'. When you enter your e-mail address belonging to your membership and say 'Send', a link will be sent to your relevant e-mail address.
• You can create a new password by clicking the link.
• If the link did not reach you, check your spam folder.
• In addition, you can change your password at any time from 'My Account>My User Information>Password Update' section.

Thus, when you want to buy the product later, you can easily access the product from the 'My Favorites' area.

If you want to buy more than one product, you can choose the quantity you want from the quantity field.

If you want to change your payment information, you can use the payment option you wish by entering the card information you will pay with.

Before completing your order, you can make changes such as the products in your cart or the payment method.

To change the product in your cart, you can remove the product by clicking on the cross on the right side of the product by saying 'Delete' or you can add the product to your favourites, by removing it from your current order list by saying 'Delete and Add to Favorites'.

• Make sure your address, contact and identity information is correct;
  
• Make sure you don't exceed your $300 personal usage limit in 1 calendar month. Otherwise, additional tax fee will be applied to your order by the Customs authority;
• Be careful not to order products for commercial purposes. If the products you receive are found to be commercial, an additional tax fee will be applied to your order by Customs.

According to the law dated September 24, 2020, adopted by the Azerbaijan State Customs Committee, customers are obliged to declare each product imported into Azerbaijan to the Customs system via the Smart Customs mobile application or e.customs.gov.az. Otherwise, it is forbidden to send orders to Azerbaijan. A declaration is automatically created for the orders you make from the Shipnext.co site. In order for the declaration to be created automatically, when the user information is completed on the site, the identity information (ID number, FIN Code) must be entered correctly. In accordance with the Customs Laws, care should be taken not to exceed the 300 dollar limit within 1 (one) calendar month.

• Your order sent to Azerbaijan may be stopped by Customs for different reasons. If the personal use limit ($300) for 1 calendar month is exceeded, if more than 2 of the same products are ordered per month, and the customs office concludes that your product is for commercial purposes, your orders may be stopped by the customs office and an additional tax fee may be applied to your order by the Customs authority. We would like to point out that according to the Customs Law, customers can only make purchases from abroad for personal use.
• When your order is stopped by the Customs, you can only receive the order from the Baku Cargo Terminal. If you encounter a similar problem, you can contact us at 0850 305 12 64