Help Center

What do the order statuses mean?
Order Confirmed – We've received your order and will begin preparing it.
Processing – Your order is being picked and packed (changes no longer possible).
Ready for Delivery (local) / Ready for Shipping (nationwide) – Packed and scheduled.
Out for Delivery – With our local courier; delivering today.
Delivered – Completed. You'll receive a confirmation (with photo when available).

Can I track my order?
Yes. Once your shipping label is created, we send a FedEx or OnTrac tracking number by email or SMS. For local same-day delivery, you'll get a notification when your order is out for delivery. You can also check your order anytime at orders.gostockup.com.

What is your return policy?
Because groceries are time- and temperature-sensitive, all food sales are final. If your order arrives damaged or incorrect, we'll issue a refund or replacement. Email customerservice@gostockup.com within 24 hours of delivery with your order number and clear photos. Non-food merchandise may be returned within 30 days in its original condition.

Tracking shows delivered, but I can't find my package.
Notify us with your tracking information within 24 hours of the delivery scan so we can open a claim with the carrier.

What if a package arrives damaged?
Take clear photos, contact us within 24 hours, and contact the carrier directly to start a claim. Damage that occurs while the package is in the carrier's possession is handled through the carrier's claim process.

Where and when do you deliver locally?
We deliver to all five NYC boroughs and Nassau County, seven days a week, from our Oceanside warehouse with our courier partner Lalamove.
Orders placed by 2:00 PM ET are delivered the same day. Orders placed after 2:00 PM ET are delivered the next day.
All local deliveries arrive between 1:00 PM and 6:00 PM. We can't guarantee a specific time within this window.

How much does local delivery cost?
$15 flat rate, or FREE on orders with a subtotal of $99 or more (after discounts, before taxes and fees).

Do I need to be home?
Someone should be available to receive the order during the delivery window, or you can authorize contactless drop-off at your door. Please refrigerate or freeze perishable items within 2 hours of delivery.

Can I change my delivery address?
We can update the address before your order is packed. After packing, changes aren't possible.

Which shipping options do you offer?

• Ground Shipping – FedEx Home Delivery® or OnTrac Ground, to all 50 states, 3–7 business days.
• FedEx Standard Overnight® – next business day to all 50 states.

The carrier for each ground shipment is assigned by GoStockUp based on destination and order size. Transit times don't include 1–2 business days of order preparation.

Do you offer free shipping?
Yes. Orders of $120+ (subtotal after discounts) up to 35 lb ship FREE by ground:

• Orders without perishables – anywhere in the contiguous 48 states.
• Orders with perishables – Zones 1–4 (see below).

Orders of $180+ get a $20 shipping credit in all 50 states, on any shipping method — including orders over 35 lb. Benefits don't combine; one per order. Alaska and Hawaii are outside the free shipping area.

What are the shipping zones?

• Zone 1 – NJ, CT, DE, RI, MA, NY
• Zone 2 – MD, PA, NH, VT
• Zone 3 – VA, WV, ME, NC, OH
• Zone 4 – SC, MI, KY, IN
• Zone 5 – TN, GA, IL, WI, AL
• Zone 6 – FL, MO, IA, MS, AR
• Zone 7 – MN, LA, KS, OK, NE, SD
• Zone 8 – ND, TX, CO, WY, NM, MT
• Zone 9 – UT, ID, AZ, NV
• Zone 10 – WA, OR, CA, AK, HI

How are perishables shipped (April–October)?

• Zone 1 – Ground (with cold packaging) or Standard Overnight®, no restrictions.
• Zones 2–4 – Ground (with dry ice) or Standard Overnight®. We strongly recommend Overnight®; ground is at the customer's risk.
• Zones 5–10 (incl. AK & HI) – FedEx Standard Overnight® only.

Orders without perishables ship by ground to any of the 50 states, year-round.

How fast do you ship?
In-stock orders are packed within 1–2 business days. We ship Monday–Friday; orders placed after 11:00 AM ET start processing the next business day. From April to October, perishable items ship Monday–Wednesday (cut-off 12:00 PM ET); perishable orders placed after Wednesday noon ship the following Monday. Holidays and peak periods may take longer.

How much does shipping cost?
Unless free shipping or the shipping credit applies, the live carrier rate is calculated at checkout based on weight, destination and shipping method. For orders over 50 lb, contact us for a custom quote.

Are there any extra fees?
On orders under $49, a $5.99 packaging fee and a $3.99 service fee are added. Both are waived automatically at $49 or more. Some states also require a bottle deposit fee on eligible beverages.

Can I change the shipping address after ordering?
Once an order has shipped, the address can't be changed. Please double-check it at checkout.

Full details: Shipping & Delivery Policy.

What is GoStockUp?
GoStockUp is a young and growing online supermarket for Eastern European and Russian groceries in the U.S. We ship nationwide from our New York store and also offer same-day local delivery across NYC and Nassau County.

We're not a billion-dollar corporation — we're a passionate team building something special for our community. Every week we talk to customers, refine our processes, improve our website, and expand our selection.

Our mission is simple: to make authentic foods from back home accessible and affordable across America. And we're taking it step by step — always listening, always learning, and always working to serve you better.

Is GoStockUp a scam? Why are your prices so low?
No — GoStockUp is a fully registered U.S. business with both an online store and a physical grocery location in Oceanside, New York (📍 3350 Lawson Blvd, Oceanside, NY 11572). Customers can shop with us in person or order online for delivery.

• We work directly with importers and distributors, avoiding unnecessary middlemen.
• We keep product prices fair and show shipping costs transparently at checkout, with clear free-shipping thresholds instead of hidden markups.
• Our mission is to keep authentic Eastern European and Russian food accessible and affordable for our community across the U.S., not to apply 100% markups.

You'll always receive fresh, authentic, and high-quality products at honest prices. Thousands of customers already shop with us both locally and online every week.

Are your products fresh and high quality?
Yes. All items are stored under strict temperature control at our Oceanside, NY facility and pass quality checks before packing and dispatch.

Do you run discounts or promotions?
We do. Check our homepage banners and subscribe to our newsletter for the latest deals.

How do I place an order?
Browse products, add to cart, proceed to checkout, enter shipping and payment details, and confirm your order. You'll receive an order confirmation by email.

Which payment methods do you accept?
Visa, Mastercard, American Express, Discover and PayPal. All payments are processed securely at checkout.

Can I change or cancel my order?
We process orders quickly. If your order has not reached Ready for Delivery/Shipping, we'll try to help. Once it's packed or handed to the carrier/courier, changes and cancellations aren't possible. Please contact support immediately with your order number.

I forgot to add an item — can you add it for me?
We can't modify a confirmed order. Place a second order and notify support; if your first order hasn't reached Ready for Delivery/Shipping, we'll do our best to combine them.

What if an item is out of stock when my order is packed?
We'll remove it and automatically refund that item. You're only charged for what actually ships.

How do you keep products cold and safe?
Perishable items are packed in rigid EPS cooler boxes with gel ice packs and, where needed for the destination and shipping method, dry ice. Local deliveries are packed with ice packs, and refrigerated and frozen items are prioritized on every route.

What should I do when my order arrives?
Bring it inside and refrigerate or freeze all perishable items within 2 hours of delivery.

Is my payment information secure?
Yes. Our checkout uses industry-standard encryption (TLS/SSL). We do not store full card details; processing is handled by PCI-compliant providers.

When am I charged?
Your payment is charged securely at checkout when the order is placed.

My card was declined — what should I do?
Double-check billing details and available funds, then try again or choose another payment method. If the issue persists, contact your bank and/or our support team.

Where do I pick up my order?
Pickup orders are available at our store:
📍 3350 Lawson Blvd, Oceanside, NY 11572
📞 +1 (516) 202-2525 (call us with any changes or questions)

When will my pickup order be ready?
We'll let you know when your order is ready. Please call us before you come to confirm it's ready for pickup.

Can I cancel a pickup order?
Yes — any time before pickup. Contact support with your order number.

An item arrived damaged or missing — what should I do?
Email customerservice@gostockup.com within 24 hours with your order number and clear photos. We'll assist with a replacement or refund where applicable.

An item I want is out of stock — will it return?
Popular items are restocked frequently. Please check back soon or explore similar products in the same category.

Do you deliver to my NYC neighborhood?
We deliver same-day across Manhattan, Brooklyn, Queens, The Bronx, Staten Island, and Nassau County.

Do you ship across the U.S.?
Yes — to all 50 states, including Alaska and Hawaii. Perishable orders to Zones 5–10 must ship via FedEx Standard Overnight® from April to October. We don't ship to P.O. Boxes, APO/FPO addresses, or internationally at this time.

Email customerservice@gostockup.com (24/7 inbox) or message us on Instagram @gostockup_. We're happy to help.