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 — GoStockUp provides full order tracking. You'll receive email updates at every stage. You can also check anytime here: orders.gostockup.com

What is your return policy?
We accept returns or exchanges only for damage during delivery. Contact us within 24 hours of delivery, include clear photos and your order number, and we'll assist promptly.

What if my order was stolen or damaged after delivery?
Once the courier completes delivery and leaves the location (photo proof provided when applicable), responsibility for the order transfers to the recipient.

When will I receive my local delivery?
Orders placed by 11:00 AM (Tue–Thu) are delivered the next business day.
Orders placed after 11:00 AM on Thursday or Fri–Mon are delivered Tuesday.
Delivery days: Tuesday–Friday, typical window 1:00–5:00 PM (no weekend delivery).

Will the driver call me?
Drivers don't call ahead. They'll ring/knock upon arrival.

What if I'm not home?
We'll leave your order in a safe spot at the door and capture a delivery photo when possible.

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

How much does local delivery cost?
FREE delivery on orders $59+. Orders under $59: flat rate $9.99.

Which carrier do you use?
FedEx. We offer FedEx Home Delivery® and FedEx Standard Overnight®.

• For non-perishable items, both methods are available nationwide.
• For perishable items:
• Zones 1–3 – may be shipped via Home Delivery® or Standard Overnight® (we now use dry ice for safe transit).
• Zones 4–6 (incl. AK & HI) – must be shipped via Standard Overnight® only.

Which shipping zones do you serve?

We follow FedEx Ground Transit Zones based on distance from our NYC warehouse:

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

Zones 1–3 allow Home Delivery® or Standard Overnight® for perishable items. Zones 4–6 require Standard Overnight® only.

Why does shipping cost what it does?
Rates come directly from FedEx. We don't bake shipping into product prices, which helps keep our shelf prices among the lowest. Protective materials (EPS thermal boxes, insulation, gel packs, dry ice) are used as needed.

How much does nationwide shipping cost?
We do not offer free nationwide shipping at this time. Shipping costs are set directly by FedEx and depend on total order weight, number of boxes required, and distance from our New York warehouse.

How fast do you ship?
Order prep takes 1–2 business days. We typically ship Monday–Thursday to avoid weekend delays. Orders placed by 11:00 AM (Mon–Wed) usually ship the same or next business day. Orders placed after 11:00 AM on Wednesday or Thu–Sun are prepared on Monday and ship Tuesday.

Why don't you offer Ground shipping?
Unlike some retailers, we keep product prices low and transparent. Shipping is charged separately at cost, so you always know what you're paying for.

Can I change the shipping address after ordering?
For nationwide shipments, address changes aren't available once the order is confirmed.

Why don't you hide shipping in product prices?
Unlike some retailers, we keep product prices low and transparent. Shipping is charged separately at cost, so you always know what you're paying for.

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 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 don't inflate product prices to hide shipping — many retailers mark up items to advertise "free shipping." We keep product prices fair and show delivery costs transparently.
• 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?
Major credit/debit cards (Visa, Mastercard, AmEx), PayPal, Apple Pay, and Google Pay.

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.

How do you keep products cold and safe?
We use EPS thermal boxes, insulation, and gel packs (and insulated bags for local delivery) to maintain safe temperatures during transit.

Is there a packaging fee?
Yes. A fixed $5.99 packing fee covers thermal materials and supplies (EPS box, insulation, gel packs/ice, tape, etc.).

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.

Do you support Apple Pay and Google Pay?
Yes — both are available at checkout for fast, secure, tokenized payments.

My card was declined — what should I do?
Double-check billing details and available funds, then try again or choose another method (PayPal, Apple Pay, Google Pay). 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 warehouse:
📍 3350 Lawson Blvd, Oceanside, NY 11572
📞 +1 (516) 202-2525 (call us with any changes or questions)

When will my pickup order be ready?
Usually within 1–3 hours. Please call about an hour before arriving to confirm readiness. Pickup available until 5:00 PM.

What if I place my pickup order after 3:00 PM on Friday?
Your order will be ready Monday (the warehouse is closed on weekends at this time).

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 across Manhattan, Brooklyn, Queens, The Bronx, Staten Island, and Nassau County.

Do you ship across the U.S.?
Yes. We ship nationwide within the continental U.S. Most pantry, grocery, deli, and packaged items are eligible. Some products (frozen, glass-packed, or highly perishable) are available for NYC & Nassau County delivery only and are marked as such on their product pages.

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