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 and didn't 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 (IZxxxx) ready. We will verify why the pick up didn't occur and schedule the pick up for a different day.

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Can I ship fragile goods?

Yes, be careful about proper and secure packaging. See How to wrap your parcel properly. The parcel shall also be labelled notifying the courier driver about fragile goods. A “FRAGILE GOODS” label should be on all sides of the parcel so that everyone can immediately see that this package requires more gentle handling. We also suggest that you comply with theList of forbidden content of packages. Packages that includes content that isn't restricted from transport, but are on the list of limited responsibility, will be shipped but in case of damage, the customer has no right for a reimbursement.

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What content of a package is allowed and what content is restricted?

There aren't any restrictions on the content of packages sent nationally. International shipments are subject to individual restrictions by a particular country. Restrictions are particularly on the volume of spirit drinks, tobacco products,drugs and fuel. The sender is responsible for the content of the package. The sender should always check with customs of the designated country, whether the importing of particular goods are restricted or not (www.celnisprava.cz). International shipments might be subject to inspection and Bill of landing (CMR) might be required. If the sender can not provide CMR after we request this, the shipment might be returned to the sender.

We also suggest that you comply with the list of restricted items of packages. Shipments containing goods that are restricted from shipping but are on the List of limited responsibility can be shipped, however, in case of damage the customer has no right for reimbursement.

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The parcel was delivered damaged. How can I report a claim?

Log on in the customer's section, click on claims, then new claim and fill in the details about your damaged parcel.

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Can I buy extra insurance?

Most courier companies have parcels insured at no extra cost. Please note that this standard insurance is limited and value limitations apply. If you wish to have your parcel insured for a higher value, please fill the value in the first screen of your quote. Courier companies that don't support insurance for the amount you specified will not be shown in the list of available courier providers.

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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.