Questions about shopping items from around the world
How do I post a grab?
You can either
a) select an item you like from one of our curated collections
b) paste a link to the web page your item appears on
c) manually create a custom order
Once you have started your grab, you’ll be asked details including when you would like your item to be
delivered, which city you want it delivered to and what amount you would like to reward the traveler for
bringing your item. Once you’ve filled out the details, your grab will be posted to our
Travel page where our travelers will be able to see which ones match
their travel plans and make delivery offers!
How can I create a grab for an item not listed in your shop or collections?
a) You can paste a link to the web page where your item appears and
Grabr will transfer as many details as we can from it onto your grab form.
Be sure to check that all of your item details have been successfully and accurately transferred and to
add the details that were not.
b) You can manually create a custom order
Enter details about the item you would like to request such as its name, description and price.
After filling out your item details, you will be asked questions about your desired delivery logistics such as
the amount you would like to reward a traveler for bringing your item and the date you would like to receive
your item by. After you’ve submitted all the details, your grab will be posted to our
Travel page. Our travelers browse it to make delivery offers on grabs
that match their travel plans.
What is the travel reward?
This is the amount that you would like to reward travelers for their time finding and bringing your item. Please
also look up and include any custom fees your country levies on this type of item inside your traveler reward.
Generally, the larger your reward, the more delivery offers you’ll receive and the faster you’ll receive your
What is a service fee?
To cover transaction fees and the operation costs of developing and servicing Grabr, we charge shoppers a 7%
service fee after you receive your grab.
After I post a grab, have I committed to the purchase of the item and receiving delivery of it?
No, you are only committed to the purchase and delivery after you receive and accept a delivery offer you like.
What happens after I post a new grab?
Your grab will be posted to our travel page. Travelers browse this page
to see which grabs match their travel plans and to make delivery offers on the ones that do. Travelers can also
submit their own offers requesting different reward amounts. You can message travelers to negotiate a reward
amount satisfactory for both you and the traveler.
How do delivery offers work?
When you receive new delivery offers, you’ll be notified via email and in app notifications. Travelers can
submit their own offers requesting different reward amounts. You can negotiate with travelers inside our
messenger to settle on a reward amount satisfactory for you both.
Am I obligated to accept a delivery offer?
No, you do not have to accept any delivery offer that does not meet your needs.
I accepted a delivery offer, what happens next?
Our payment processor Stripe places your payment on hold and only releases it after you confirm you received the
item. Please contact the traveler to arrange a mutually convenient time and public place to pick up your item.
Once you have received it, please confirm delivery so your traveler can be compensated for the item price and
rewarded for their time. If you do not hear back from a traveler during the delivery process, please contact
support and we’ll reach out to them on your behalf.
Can I cancel my grab request?
Yes. If you change your mind, you can cancel your grab request at any point before you accept a delivery offer.
After you do accept an offer, you have committed to the purchase and delivery.
If I really need to cancel my grad request after I accepted a delivery offer, do I still have a chance to do so?
You can still cancel your grab after you accept a delivery offer if the traveler has not yet purchased your item
and is in the process of bringing it to you. We will refund your payment minus the service fee for facilitating
your traveler match. It can take up to 10 business days for the refund to be transferred to you. Please note
that canceling your grab after accepting a delivery offer may affect your profile rating.
Why doesn’t my item have any delivery offers yet?
At Grabr, we try our best to match you with a traveler who is heading your way. However sometimes you may not
receive a delivery offer due to:
a) There are no travelers visiting your city before your delivery deadline
b) Your delivery deadline may be too soon for travelers to meet
c) Your item may be difficult to carry or find
d) Your reward may not be high enough to cover the time and logistics of finding and bringing your item
Feel free to contact us if you are not receiving any delivery offers and we’ll do our best to connect you with a
Where do I receive my item?
Inside our messenger, you and your traveler can arrange a mutually convenient public place and time to meet.
It’s important to finalize these details inside our platform so should a dispute arise, Grabr has access to a
written record of what both you and the traveler agreed to.
How do I contact my traveler?
Grabr has a convenient, built in messenger. It’s important to finalize your delivery details inside our platform
so in case of any disputes, Grabr has access to a written record of what both you and the traveler agreed to.
What if my item is damaged, lost in transit or not delivered?
If this happens to you, please contact us at firstname.lastname@example.org. One of our
customer service representatives will be happy to help. We will contact the traveler on your behalf to
understand what happened. If we conclude the traveler is responsible for losing, damaging or failing to deliver
your item , your payment will be refunded in full.
Who pays for the item?
After you accept a delivery offer you like, our payment processor Stripe will put your payment for the item and
traveler reward on hold. Your traveler uses their own funds to pay for your item at first. After you confirm
they delivered your item, Stripe will release your payment to the traveler.
Who buys the item?
After you post your grab and accept a delivery offer from a traveler, they will find and purchase your item with
their own funds first, to be reimbursed for it later.
How do I know for sure the traveler will deliver my item?
After you pay for your item and their reward, our payment processor Stripe puts it on hold and releases it only
after you confirm the traveler delivered your item. The traveler uses their own funds to purchase your item
first and is reimbursed later.
How do I receive a refund should a grab not be delivered?
If you did not receive your item on the agreed upon delivery date and did not receive any further communications
from your traveler notifying you about a delay, please contact our support. We will contact the traveler to
understand what happened. If we find they are no longer able to deliver your item, you will be refunded the item
price and their traveler reward.
Questions about delivering items on Grabr
Where do I find delivery requests?
You can find new grab requests on our Travel page. Browse to see which
ones are a match for your travel plans. Once you see a delivery request you would like to learn more about,
click on it to view additional details like when the shopper would like to receive the item and where you can
Can I be notified of grab requests that match my travel routes?
Yes, you can receive notifications when new grab requests matching your travel plans are posted. To subscribe,
go to our Travel page and enter your destination city. Then click ‘Notify
What costs should I include in my delivery offer?
When making a delivery offer, please include in your offer total the item price, applicable custom fees for
bringing this item into the shopper’s country and your desired reward.
Why hasn’t my delivery offer been accepted yet?
A shopper may not have accepted your delivery offer due to one of these reasons:
a) Your delivery offer may have exceeded the shopper’s budget or expectations. You’re welcome to contact
shoppers inside our messenger to explain and negotiate your offer.
b) You are unable to meet their desired delivery date.
My delivery offer was accepted, what happens now?
Great! We’ll put your shopper’s payment on hold, to be released to you after you deliver their item. Now you can
proceed to finding and purchasing your shopper’s requested item. Next, you can contact your shopper inside our
messenger to arrange a mutually convenient time and public place to meet.
Can I withdraw my delivery offer?
Yes can withdraw your delivery offer anytime before the shopper accepts it. However, after the shopper accepts
your delivery offer, you have committed to delivering the item. If you absolutely can no longer deliver the
item, you can still cancel your delivery offer but this may affect your profile rating.
How do I get paid?
Depending on which country you live, you will either be paid via Stripe bank deposit or PayPal transfer. Both of
our payment processors keep your personal and bank details
secure and private.
When do I get paid?
You will be paid in 3 days after your shopper confirms you delivered their item. Payment processing times vary
depending on your payout method and whether or not this is your first payment.
Receiving payment via PayPal transfer
We initiate transfers to PayPals accounts in 3 days of a completed order. If you do not see payment to your
PayPal account within 4 business days or if you don’t get an email from PayPal, this probably means that the
transfer has failed. In this case please contact us at email@example.com.
Click here for more information about how PayPal transfers work.
Receiving payments via Stripe bank deposit
We initiate transfers to bank accounts in 3 days of a completed order. Grabr submits transfers daily, however
most bank institutions only process payments on business days. That said, if Grabr submits your payment on a
holiday or weekend, your payment processing will most likely initiate on the following business day. If you do
not see the payment in your account within 5-7 business days, this probably means that the transfer has failed.
In this case, your bank will contact us within 5-7 business days to inform Grabr of the incomplete transfer.
Grabr will notify you about this issue and will advise how to go about making necessary corrections.
Note: Your first payment may take up to 10 business days to transfer over.
Why do I receive my first payment after 7 days?
Your first payment takes approximately 7 days to transfer because delaying your first payment is a condition of
our payment processor providing our members with a credit service. All your subsequent payments will only take
I just received notice that Stripe payment to my bank account failed. What does this mean and what should I
When a payment fails, please review the bank details you have entered on your account to make sure it’s
accurate. If you discover an error, please update your bank details and we will automatically re-attempt to
transfer you the payment. If your bank details are correct and up to date, please contact your bank and
our support so we can help you investigate the cause of payment failure.
What are common reasons why a Stripe payment fails and what should I do to resolve the issue for each case?
Stripe transfers can fail for a number of reasons but the most common ones are:
Your bank account was closed
What this means: Your bank informed us that the bank account entered on your Grabr account was closed.
What to do about it: You need to add a working bank account on the payout options page in your Grabr account.
No account was found
What this means: No account associated with the bank details that you provided in payout options could be found.
Please review your provided bank details to make sure they are accurate.
Invalid bank account number
What this means: Your routing number appears to work, but your bank informed us that your account number is
What to do about it: Please update your routing number in your Grabr account’s payout options page.
Debit not authorized
What this means: Your current bank account currently does not allow us to make transfers to your bank account.
What to do about it: You can often resolve the issue by contacting your bank to enable your bank account’s
ability to receive transfers. Once you do so, you can request a new payment transfer in the payout options page
of your Grabr account. Alternatively, you can update the bank details in your account to one that does currently
Bank ownership changed
What this means: Your bank merged with another bank. As a result, your bank account details (such as your
routing number) has changed.
What to do about it: Update the bank details in your payout options page.
What this means: Your bank notified us that your account was frozen.
What to do about it: Please contact your bank to resolve the issue. Once you’ve resolved this, you can request a
new payment transfer in the payout options page of your Grabr account. Alternatively, you can change your bank
details to another account that is working.
Bank account restricted
What this means: Your bank notified us that your account has restrictions on either the type or number of
transfers allowed. This typically means that you have linked a savings or other type of non-checking bank
account with your Stripe account.
What to do about it: Please link a valid checking account to your Stripe account. If you already have a valid
checking account linked with Stripe, please contact your bank to understand why the transfer isn’t going
through. Once you have resolved the issue, you can request a new payment transfer in the payout options page of
your Grabr account.
Could not process
What it means: Something unexpected happened and your bank account was unable to process the payment Stripe
What to do about it: Get in touch with us or your bank to resolve the issue. Then request a new payment transfer
in the payout options page of your Grabr account.
I don’t have a PayPal account, what should I do?
You can simply provide your email address and we will send your payment to this email address. You will receive
an email from PayPal with instructions on how to set up an account to collect your payment.
Note: If you would like to transfer the amount received in your PayPal account to your bank account, it can take
up to 2-4 days to link your bank account with a PayPal account. Thus we recommend you create a Paypal account
and link your bank account to it in advance.
The transfer to my Paypal account failed. What does this mean?
PayPal transfers can fail for a number of reasons but the most common ones are:
You cannot transfer the money in your PayPal account to your bank account yet because you have not linked
your bank account to your PayPal account.
Receiving the payment amount exceeds the limits of your PayPal account. To check if it does, sign in to your
PayPal account and click on the link ‘Check your account limits’. Follow PayPal’s instructions to lift your
If you have any questions or issues with using your PayPal account, please contact
PayPal customer service.
How can I transfer the payment to my bank account if I’m using PayPal?
Log in to PayPal account and link it to your bank account. Afterwards, you can click
‘Withdraw money’ on the Summary page to
transfer your payment amount to your bank account.
Where do I deliver the item?
After a shopper accepts your delivery offer, you can contact your shopper to agree on a mutually convenient time
and public place to meet. It’s important to finalize these details inside our platform so in case of any
disputes, Grabr has access to a written record of what you and the shopper agreed to.
How do I contact the shopper?
You can contact the shopper through our convenient built-in messenger. Your communications inside of it also
serves as a written record for resolving disputes should one arise.
How do I know the item I am delivering is safe to carry?
Since you will be the one finding and buying the item, you can be sure exactly what item you are carrying.
However, do make sure that this item can be brought into your destination country. To check, you can enter
‘prohibited items customs [name of your country]’ into Google. Typically the first result is the country’s
government site listing their prohibited items. Generally, prohibited items elsewhere include items that are
illegal in your country. In addition to this, some countries may disallow other items from being imported.
Prohibited and Restricted Items (CBP)
What if I am charged a customs fee upon arrival at my destination country?
We recommend you look up applicable custom fees (find them here sorted by country:
World Duty Free)
before making a delivery offer so you can include it inside your offer amount. However, if you
are charged with an unexpected custom fee upon arrival in your destination country, please contact our support
and we will ask your shopper to cover this fee.
General questions about how Grabr works for all our members
Is the Grabr app free to use?
Yes! The Grabr app is 100% free to use. For shoppers, after you receive your item, we collect a 7% service fee
to cover our transaction fees and operation costs.
Can I trust my shopper or traveler?
Yes, Grabr is focused on building a global community of people who can help and trust each other. We have a peer
rating and review system so you can check the reliability of all shoppers and travelers. We also encourage all
shoppers and travelers to meet in public places for your convenience and safety.
Does Grabr store my credit card information?
No, after entering your credit card information, it is transferred directly to our payment processor Stripe.
They keep it secure and private. No one at Grabr has access to your payment details.
For more information on how Stripe secures your information, visit their
security FAQ page here.
How do payments work?
As a shopper, after you accept a delivery offer, Stripe places your payment on hold, only released after you
confirm delivery of your item.
As a traveler, after you deliver a shopper’s item and they confirm they received it, their payment will be
released to you.
What items am I prohibited from requesting and delivering?
To know what items you are prohibited from requesting as a shopper and delivering as a traveler, you can enter
‘prohibited items customs [name of the country]’ into Google. Typically the first result is the country’s
government site listing their prohibited items.
How do I sign up?
Joining our community is easy! You can create an account by using your Facebook profile or by using your email.
Using your Facebook tends profile to be more convenient because you don’t need to remember another username and
Who can sign up for Grabr?
Everyone over the age of 18 can join the Grabr community as a shopper, traveler or both!
What if I forget my password?
If you forget your password, simply click on ‘Forgot password’ on the login page and we’ll email you a secure
password reset link.
Is it possible to request 2 different items in one grab?
You cannot request multiple items in one grab but you can post grabs for as many different items as you like!
What types of coupons do you have?
We have two types of coupon codes: discount and invite ones.
Invite codes: If you receive an invite to Grabr from your friend, use their special link to sign up and
you’ll get $10 off your first grab. You can also share your invite code with your friends to get $10 off
after they receive their first grab. $50 after they deliver one.
Note: You can only use your invite code coupon or referral reward to redeem up to 50% of the grab total (item price + traveler reward). So if the grab total is $50 and you get $50 off from referring your friend, you will be able to take a $25 discount (50% off). To fully use your $50 off reward, you will need to place a grab totaling $100 or higher.
Promo codes: Periodically, we run promotional campaigns that offer special discounts. To receive them,
you can subscribe to our newsletter.
How do you keep our payment and bank details secure?
After you submit your payment details, they are transmitted directly to our payment processor
Stripe. They use the highest encryption to keep your bank details private
Do you have Android app?
Sorry, not at this moment! We are working hard to develop one and it should be ready in a few months.
As soon as it’s available, we will send an email letting all our members know.