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Most orders are matched with a traveler within 72 hours. After that, delivery depends on the traveler's trip schedule — typically 7–21 days from the moment you place your order.

You'll see each traveler's trip dates before accepting their offer, so you always know when to expect your item. If your order hasn't been matched within 72 hours, it may be because the item is too large, out of stock, or priced differently than listed.

Tip: moving your delivery date further out increases your chances of being matched.

Your total includes four parts:

• Product price — the retail cost of the item from the store you selected.
• US sales tax — auto-calculated based on the traveler's US state and product type. This amount appears when you receive a delivery offer.
• Traveler reward — what you pay the person who delivers your item. Grabr estimates this using machine learning (usually 10–20% of the item price), but each traveler may offer a different amount. You see the exact reward before accepting.
• Grabr service fee — covers payment processing, customer support, and shopper protection.

You see the full breakdown before paying. You're not charged until you accept a traveler's offer.

Before a traveler is matched: you can cancel anytime for a full refund.

After a traveler is matched but before they buy the item: your payment is held in escrow. Only your traveler can cancel the delivery at this point. If they cancel, you're automatically offered a new traveler match or a full refund.

If you don't want to wait for a new traveler: you can cancel the order yourself from the Orders page and choose to receive the refund to your Grabr Wallet (instant, in USD) or to your original payment method (5–30 days depending on your bank).

If your traveler isn't responding, here's what happens:

First, try reaching out through Grabr Messenger — travelers may be in transit or in a different time zone.

If there's no response within a reasonable time, contact Grabr support. We monitor communication on every order and can step in to resolve the situation. Depending on the case, we'll either reconnect you with the traveler, reassign your order to another traveler, or process a full refund.

Your payment is always held in escrow — the traveler never receives it until you confirm delivery.

Yes. When you select "Credit Card in Local Currency" as your payment method, you can split your payment into monthly installments.

Installments are currently available for credit cards issued in Brazil, Peru, and Colombia. We offer up to 12 installments — some with interest, some without, depending on your card issuer.

The exact installment amounts and interest rates depend on your bank. Grabr shows you the cost of each installment option before you confirm payment.

Customs duties are taxes on imported goods. They vary by country, product type, and item value. Many countries allow personal goods up to a certain value without charging duty.

Who pays customs? Customs duties are the traveler's responsibility. We recommend that travelers factor potential duties into their reward offer, so discuss this with your traveler before accepting.

In practice: some shoppers and travelers agree via Grabr Messenger to split customs costs. If they do, the traveler should present receipts for any duties paid upon delivery.

Customs regulations for popular destinations: Argentina · Brazil · Peru · Colombia · Uruguay.

Grabr has several measures to keep you safe:

• Identity verification: all travelers are required to verify their identity with a government-issued ID and phone number before making their first offer.
• Secure payments: your money is held by Grabr in escrow. It's never sent directly to the traveler, and is only released after you confirm delivery.
• Meetup guidelines: always meet in a public, well-lit location. Inspect your item before confirming delivery in the app.
• Ratings & reviews: after every delivery, both shoppers and travelers rate each other. These ratings are visible on profiles, helping the community build trust over time.
• No personal info shared: Grabr never displays your home address or financial details. Communication happens through Grabr Messenger.

If anyone asks you to pay or transact outside of Grabr, report them immediately — this violates our Terms of Service.