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Frequently asked questions
What is the difference between a friend in the United States and a virtual locker?
Both receive your purchases and get them to you in Colombia. The difference is that a virtual locker is dedicated to this, so you do not depend on someone traveling.
Which stores can I buy from with a virtual locker?
US stores such as Amazon, eBay or Walmart. You enter your locker address when you check out.
Why buy with a locker if the store already ships to Colombia?
Because you avoid the extra fees on those shipments and you can access promotions and discounts offered online in the United States.
Does creating the locker cost anything?
No. Creating your locker with ByOrder is free.
Why should I use my real details?
Because that information is used to issue the electronic invoices for everything you do with us.
Where do I see my United States address?
In your account, under Mi Dirección (My Address). Always use the one shown there, because it can change.
Can I create an Amazon account with a Colombian phone number?
Yes. When Amazon asks for your phone, change the US country code (+1) to Colombia's (+57) and enter your number. You will receive a code there to confirm it.
Why does Amazon ask me to solve a puzzle?
It is an Amazon anti-fraud measure when creating the account. It is a basic step: you solve it and Amazon lets you send the code to your email.
How many codes do I receive when signing up?
Two: one to your email, to create the account, and another to your phone, to confirm the number.
Is bringing in a package with a locker a formal import?
It is much simpler than that. You make an online purchase, and the only difference is that you enter a US address instead of your address in Colombia.
What do I need to do after buying?
Nothing more than pay for your shipping. We receive the package in the United States, prepare it, notify you and ship it to Colombia.
When do I pay for my shipping?
When the package is already in Colombia, ready for dispatch. At ByOrder we do not charge in advance.
Where do I find my suite number?
In your account, under Mi Dirección (My Address). It appears next to your name as BO followed by your customer number.
Can I use the suite number to track my package?
No. It identifies your account. Shipments are tracked with the carrier's tracking number.
What if the store does not let me enter numbers in the name field?
Enter your first name, your last name and the word ByOrder. If the store does not let you enter the address exactly as shown, contact support.
Which address do I use on Amazon?
Usually the main one shown in Mi Dirección. If Amazon does not ship a specific product there, the platform shows you the alternative.
Original or suggested address?
You can choose the suggested one: Amazon usually only completes the ZIP code.
Why do I see fewer products with my Colombian address?
Because Amazon only shows you what it ships to Colombia, which is much more limited than what it ships within the United States.
Is ByOrder a legally registered company?
Yes. Our legal name is Inversiones ByOrder S.A.S., with NIT 901757188-3 and registration with the Cali Chamber of Commerce.
Do you have a physical office?
Yes, in Cali: Avenida 3A Norte #24N-95, Local 101.
Does ByOrder compete on price?
We do not aim to compete on price alone. We focus on service, guidance, traceability and handling package issues.
What does pre-alert mean?
It means giving notice. You let ByOrder know that a product is on its way for you.
What information should I give in the pre-alert?
What the product is, how much it cost you and which tracking number it will arrive with.
What does ByOrder use that information for?
To keep an eye out for the product, verify that it is the one you expect and have what is needed to handle the import correctly.
Does Amazon ship to Colombia?
Some products, yes, but the catalog is more limited. With a locker you shop as if you were in the United States.
What is the billing address?
Your bank's address on file, exactly as it appears on your card statement. It is not the US address.
Why did I receive two tracking numbers?
Amazon may split one order into several packages. You need to pre-alert each tracking number separately.
What do I do if the store does not accept lockers?
You can consider the residential address shown in your account or the Personal Shopper service. Neither option guarantees that the store will accept the order.
Does insurance work the same way in both services?
No. In Personal Shopper it is included in the operation. In Virtual Locker it is registered in the pre-alert and is mandatory for values above USD 300.
When do I pay in each service?
In Virtual Locker you pay for shipping after your package arrives in Colombia. In Personal Shopper you approve and pay the quote before the purchase is made.
Is a pre-alert mandatory?
It is a benefit for you more than an obligation, because it saves you problems with your product and its value.
What happens if I do not pre-alert?
ByOrder does not know what the product is or how much it is worth, and would have to assign it whatever price it considers appropriate.
Why does the declared price matter?
If it is too high, your import can end up costing more. If it is too low, the DIAN may hold it because there is no invoice to back up the price.
Can I import products from eBay?
Yes, when the product is eligible for import and the purchase and shipping conditions allow it.
Are all eBay products new?
No. The condition varies from listing to listing, so you should check it before you buy.
What are the risks of a used or refurbished product?
A higher risk of defects, wear, locking, limited warranty and different return conditions. If you want maximum peace of mind, we recommend a new product.
Which number goes in the pre-alert?
The package tracking number, not the store's order number or a carrier link.
What if my purchase arrived in several boxes?
If the store generated several tracking numbers, create one pre-alert for each, even if they belong to the same order.
When is insurance mandatory?
For values over USD 300. For lower values it may be optional. It must be recorded in the pre-alert before the package reaches Miami.
Can I buy at Walmart with ByOrder?
You can try with Virtual Locker or Personal Shopper. Acceptance depends on Walmart's conditions for that order.
What do I do if my purchase is canceled?
If you bought directly, check it with the store. If you used Personal Shopper, our team reviews alternatives.
Can I change my details so the order is accepted?
No. Do not give false information or change your details to get around a store's policies.
Does pre-alerted mean it has already reached Miami?
No. It means you recorded the shipment information. Receipt is confirmed later.
If the carrier says delivered, does ByOrder already have it?
Not necessarily. USPS, for example, may mark it as delivered before the warehouse logs it.
If it is already in Cali, can I pick it up?
The checks and preparation must be completed first. Support can confirm when it is available.
Does Best Buy accept virtual lockers?
It may apply address or payment restrictions. You need to check the conditions of your purchase.
Will a phone from Best Buy work in Colombia?
ByOrder does not guarantee compatibility with carriers, bands or unlocking. Check the model, origin and compatibility before you buy.
Who is responsible for the warranty?
The store or the manufacturer. With Personal Shopper we handle the claim if the warranty is valid, but the final decision is theirs.
Does a delay mean my package is lost?
No. A package without an update is not automatically lost. The records need to be reviewed before concluding anything.
Can you give me an exact date?
No. We work with an estimated window, because timing depends on receipt in Miami, the flight cycle and customs.
When does the time start counting?
From the actual receipt in Miami, not from the day you made your purchase.
Is my package lost if it does not show up?
It is not considered lost until the investigation is complete: platform, inventories, suite number and tracking.
Does Virtual Locker insurance cover partial damage?
No. It covers total loss, total theft and total damage that leaves the product unusable.
Who is responsible if the package arrives empty or with a different product?
It depends on what the review shows. Tracking, weight, pre-alert, inventories and evidence are analyzed before reaching a conclusion.
Does the quote include domestic shipping in Colombia?
In the quote from the web platform, domestic shipping in Colombia is charged separately. On WhatsApp it may be included if the advisor states it as a door-to-door price.
Is insurance charged separately?
No. With Personal Shopper it is included in the operation.
What happens if the product fails?
If it has a valid warranty, we handle the claim with the store or the manufacturer. The final decision is theirs.