Frequently Asked Questions

If you are looking for information about how our service works, what we offer, you are in the right place. We prepared for you a selection of the most frequently asked questions divided into categories by query type.
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The courier didn't arrive on the scheduled day to pick up the parcel. What should I do?

Please contact us. For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (PSxxxx) ready.  We will verify why the pick-up didn't occur and reschedule the collection.

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Can I ship fragile goods?

Yes, be careful to package your parcel properly and securely (see how to wrap your parcel properly). The parcel must be labelled on all sides, notifying the courier driver about fragile goods, so it can be seen immediately that the package requires gentle handling. We also suggest complying with the list of forbidden package contents. Packages contents that are't restricted from transport but are on the list of limited responsibility will be shipped. However, the customer will have no reimbursement rights should damages occur.

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Which package contents are allowed, and which are restricted?

There are no restrictions on the contents of packages sent nationally. International shipments are subject to the individual restrictions imposed by particular countries. Usually, restrictions are placed on alcoholic drinks, tobacco products, drugs and fuel. The sender is responsible for package contents and should always check with customs at the designated country on whether import of particular goods is allowed. International shipments might be subject to inspection and a bill of lading (B/L) might be required. If the sender cannot provide the B/L when it is we requested, the shipment might be returned.

We also suggest complying with the list of restricted items in packages. Shipments containing goods that aren't restricted from shipping but are on the list of limited responsibility can be shipped. However, the Customer has no reimbursement rights should damages occur.

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Can I buy extra protection cover?

Most courier companies insure parcels at no added cost. Please note that this is standard protection cover and therefore a value limitations apply. If you wish to have your parcel insured for a higher amount, please fill in the value when entering your parcel information. Courier companies that don't insure for the amount that you require will be eliminated from the available courier providers list.

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The parcel was damaged in transit. How do I report a claim?

Log into your account, click on Claims, then New Claim and fill in the details about your damaged parcel.

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Did you not find the answer to your question?

Please ask us using the following form. We will respond by e-mail and we will include the question here.