What is Hand2Hand?
Hand2Hand is a global marketplace, that connects travelers – who seek to profit from their travels – with consumers – looking to access local products hard to find elsewhere or very expensive.

How does Hand2Hand work?
A consumer looking to buy a product in some point of the globe can create a request, mentioning a base price for the transaction and the date until when delivery should take place. Travelers can add their travels to their profile and will get to see requests based upon the locations they referred. Travelers can then bid for price and date of delivery. You, as the buyer, get to choose the one that suits you best.
Then you can review the transaction details on the checkout screen and pay, using your Paypal account. Afterwards, you get to fill the delivery details for the traveler (location, date and time). On the set date and place, meet the traveler and check if everything matches what was settled. If so, confirm the delivery and you’re good to go.

A traveler looking to sell a product can create a sale offer. Users matching the locations where you’ll be heading in your trips will get to see your sale offer. They can buy it right away and set the delivery details. If you disagree with the location or date/time, just send them a message through our internal chat and propose a new place or date/time.
Then, meet the buyer and verify that the delivery is confirmed before you leave the place. After confirmation, you’ll get a notification letting you know funds will be transfered and you’re good to go.

How can I add a product request?
On the bottom bar, press the big red button with a plus sign. Select “Add a product request”. You need to have a Paypal email address associated with your account. If you do not have one, you may select “Connect with Paypal” and have your profile associated with your Paypal account. Afterwards, you can add up to four photos from the image library, add a title and a short description. Add the base price and currency for the bidding and the date until you’d want the item delivered. Then submit the request after which we’ll have it checked for compliance.

How can I sell a product?
On the bottom bar, press the big red button with a plus sign. Select “Add product for sale”.

How do I know which products are allowed to order and deliver from one country to another?
Before ordering or accepting to deliver any item, do your due-diligence and verify with the customs of the countries of passage that the item is indeed allowed. Hand2Hand will not be liable for any confiscation and/or duty tax.

Is Hand2Hand’s app free to use?
Yes, absolutely!

How do I pay for items?
On a product request, select one of the bids that suits you best. A confirmation pop-up will show up, press “Accept”. On a sale offer, press “Buy”. On both cases, you’ll be shown the checkout screen with the description of all expenses. Press “Accept” and you’ll be sent to Paypal. Sign-in, choose a payment method and press “Pay”. You’ll get a notification and an e-mail invoice from Paypal on your inbox. That’s it!

How can I bid on an item?
On a product request, press “Bid” on the top-right corner. You’ll be prompted to insert an amount and a date of delivery. The requestor will get to see your bid afterwards. You can edit it by accessing “My Bids” on the “Home” screen.

How do I set a delivery location?
After you’ve paid for your item, you’ll be asked to set a delivery location and date/time. Insert the details that suit you best and submit. The traveler will get a notification informing about the event. If, by some reason, the traveler is not able to make it on time to the location you set, he/she can reach out to you through the chat and ask you to set a new location/date. You can access the deliveries screen, select the specific delivery and edit the details. After you submit, the traveler will be notified about the new details. You can repeat this process as many times as necessary.

How can I reach out to the seller/traveler?
After you have paid (either for a product request or product on sale) and set up a delivery location and date/time, you’ll be able to message the user, by checking the “Chats” screen and pressing on the users avatar.

How can I reach out to the buyer?
After the buyer has paid and set up a delivery location and date/time, you’ll receive a notification letting you know about each event. Then, you’ll be able to message the user, by checking the “Chats” screen and pressing on the users avatar.

What if I forgot my password?
In the login screen, press “Forgot password?”. Then, in the next screen, insert the e-mail address you have registered with. You’ll receive, in your inbox, a secure link to reset your password. Then, proceed to sign in on the app with the new password.

Something came up and I won’t be able to make the delivery? What happens now?
If something unexpected happens, you can always send a message to the user through the “Chats” screen. Explain what happened and propose a new location or date for the delivery. Afterwards, ask the user to update the delivery details. You should get a notification informing you the details have been updated. On the “Deliveries” screen you should be able to see the new location on the map, along with new date/time.

The seller/traveler hasn’t replied back to my messages so far. What do I do?
If the seller/traveler hasn’t replied until 72 hours after the delivery date/time you have set previously, send us an e-mail to support@hand2hand.global and we’ll try to reach out to the traveler. If contact is not possible, we’ll refund your transaction (minus the Paypal commission).

What if the item I ordered gets confiscated in customs? Am I eligible for a refund?
Before requesting a product, both parties (you and the traveler) should be aware whether the product is legally allowed in the countries of passage. According to our Terms of Use, we will not be liable for confiscations and will not be able to refund either parties.

What if the item I’m delivering gets confiscated in customs? Do I get my money back?
Before accepting to deliver a product, both parties (you and the buyer) should be aware whether the product is legally allowed in the countries of passage. According to our Terms of Use, we will not be liable for confiscations and will not be able to refund either parties.

How can I trust the seller/traveler?
After confirming a delivery, a user is always invited to review the seller/traveler. This way, as a buyer, you’ll have feedback upon which you can rely.

Does Hand2Hand store banking information safely?
We store no banking information whatsoever. We only keep the e-mail associated with your Paypal account.

Who buys the product?
The traveler is responsible for buying the product.

The product I ordered arrived broken. Do I get a refund?
If the product you ordered arrived broken and/or doesn’t match the description of the request/sale offer, then you should press “Report” on the “Confirm delivery” screen. Then, you’ll be able to describe, through your own words, what happened. We’ll analyze the situation and refund you within 72 hours.

I have confirmed the delivery before realizing I got a different product. What can I do?
After you have confirmed the delivery, the funds are transferred to the seller/traveler.

Am I forced to accept any bid?
No, you’re not! If you don’t accept any bid, after 30 days the product request will be removed from the listing.

My product arrived unboxed. How can I be sure it’s new/authentic?
Ask the buyer for a proof of purchase and, if it applies, a guarantee document. If he’s unable to provide any of these and you are unsure whether the product is new/authentic, then report the event to support@hand2hand.global and we’ll investigate. Be sure to include photos of the product delivered to you.

The product I was supposed to deliver was stolen, how can I get a refund?
Unfortunately, we won’t be able to refund you, as Hand2Hand is not liable for anything that might happen during the transportation of the good. Send us an email to support@hand2hand.global and we’ll try to help you out in any other way possible.

I was told by the traveler that my item got stolen. How can I get a refund?
Send us an email to support@hand2hand.global and describe the event. We’ll refund you the full value of the transaction (minus the Paypal commission).

I left before the buyer confirmed my delivery. How can I get my money?
Always check that the buyer has confirmed the delivery. Only after getting a notification informing about the delivery confirmation should you leave. In case you forgot, send us an email to support@hand2hand.global. We’ll get in touch with the buyer and confirm the delivery. If the buyer confirms it took place or doesn’t respond until 72 hours after the set date/time for delivery, we’ll send you the funds.

Why doesn’t my product request/sale offer become immediately visible on the “Sales”/”Requests” listings?
After you submit a request/sale offer, we’ll check it for compliance with our Terms of Use. If it checks out, you’ll get a notification letting you know it has been approved. From then on, it will be visible for all other users.