Frequently asked questions

Brands based outside the U.S. that sell to U.S. customers, through marketplaces or their own store, and want returns handled in the U.S. instead of shipped home one by one.

Boomerang is a division of Eastern Air Couriers, a New York courier with more than 35 years of international logistics behind it, founded with a partner who ran third-party logistics for Compass Group in the UAE, China and India and an international logistics business serving North Africa. The About page tells the story.

To Boomerang's receiving hub at 28 West 36th Street, Room 601, New York, NY 10018, operated by Eastern Air Couriers. Every label we issue carries that address and your seller code. After scanning, photographs and grading at the hub, goods move to the main warehouse in Paramus, New Jersey, where they are stored until you decide what happens next.

You confirm your email and sign in straight away. Your account starts as an applicant: you can load your catalog, upload entry summaries and commercial invoices, and invite colleagues. Boomerang confirms your company details and service agreement, then activates return orders and labels.

You create a return order in Boomerang for each RMA you approve. We issue a label addressed to our U.S. warehouse, tagged with your seller code and the return order number, and email it to your customer with packing instructions. The customer prints the carrier label (a PDF) and drops the parcel off or hands it to the carrier. Paperless QR drop-off codes are not offered on USPS return labels, so a printer is needed for now; where a carrier offers a QR code for returns we add it to the email. U.S. addresses are checked against the postal database when the return order is created, so a label is never bought for an address that cannot be delivered. If the customer arranges their own carrier, they get an address-only label.

No. Keep your own RMA process and numbering. Enter your RMA number when you create the return order, or import a returns CSV from your marketplace, and we keep both references together.

Accounts created between 8 November and 15 December 2026 pay no setup fee and use the service free while it is in launch: no receiving, storage or pick-and-pack charges until the rate card is published, and no storage charges before 31 January 2027 in any case. Founding Sellers also get a free drawback assessment and keep the launch rate card for 12 months once it is published. Company details and the service agreement must be completed during the offer window.

Staff scan the label at the dock, open the package and record it against your return order. The package is photographed as it arrived, then every item inside gets two photos (the opened item, and its tags or defects), a condition grade and a bin location. You see it in your dashboard the same day.

Every label carries a carrier tracking number, shown on the return order. Live carrier tracking updates are coming soon; for now our team marks each parcel as in transit and received.

The order is flagged. Missing units, extra units, wrong serials and damage are each recorded with photos, and you decide what to do (keep as stock, return home, dispose or sell) before anything moves.

Yes. Add instructions to the warehouse on each return order, for example "photograph the battery compartment" or "do not power on". They appear on the receiving screen.

Hold them in your U.S. inventory, sell and reship them to a new U.S. customer, consolidate them into one export shipment back home, or have them disposed of with a certificate. You choose per unit or in bulk from Inventory, and Boomerang confirms each request.

As long as you like, and the dashboard shows days held for every unit. Storage charges, including any demurrage, are payable by you at the rate card in force: free during launch, then per unit per day after the free days once pricing is published. Inventory held longer than 12 months costs 10% more to store. You receive an aging report of your inventory by email on the first of every month.

Yes. Inventory, catalog and import entries each download as CSV, and every document (labels, commercial invoices, packing lists, inspection photos, certificates) is kept in the portal. The monthly aging report arrives by email on the first of the month with every unit grouped by how long it has been held.

A refund from U.S. Customs and Border Protection of duties paid on imported goods that are later exported or destroyed. For eligible goods the refund can be up to 99% of the duty paid.

Often, but it depends on the goods, how they were imported and what happened to them in the U.S. Returned goods that were not used, or that were defective or not as ordered, are the usual cases. Boomerang checks each unit against its import entry before a claim is prepared, and shows what is still missing.

Claims are filed electronically with CBP by a licensed customs broker. Boomerang prepares the claim with one line per unit, assembles the evidence package and exports the claim data in ACE format for the broker, then tracks the claim through filed, accepted and paid. Direct filing through the broker's connection is coming soon.

Generally, a drawback claim must be filed within five years of the date the goods were imported. Boomerang shows the deadline on every claim.

Send us your entry summaries (CBP Form 7501) from the last 12 months and we estimate the duty your returns could recover. It is an estimate only; eligibility depends on each entry and is confirmed by a licensed customs broker.

Pricing is coming soon. Founding Sellers use the service free while it is in launch. The published rate card will cover receiving per return, storage per unit per day after free days, pick and pack per order, outbound shipping at cost plus handling, and drawback as a share of the refund, and Founding Sellers keep it for 12 months.

Monthly in U.S. dollars. Each invoice lists every return, storage day, shipment and label so you can reconcile it, and you can print it from Wallet & billing. Payment by card or international bank transfer is coming soon; nothing is charged during launch.

A prepaid balance for labels and outbound postage, shown with a running ledger in Wallet & billing. Top-ups are arranged with your Boomerang contact until online payment arrives.

No. Each seller has a separate virtual warehouse and access is enforced at the database level, not just in the screens. Boomerang staff see your portal only when they open it from the warehouse side, and that is logged.

Yes. Invite colleagues with view-only, operations or admin roles from Settings, and remove them at any time.

In the United States, with the providers listed in our privacy notice. Every change to a return, unit or shipment is recorded with who made it and when.