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.
Ordering Collapse all Expand All
How can I determine the cost of shipping?

Once you have correctly entered the address details, followed by the weight, dimensions and any other services that you may require. You will then receive a list of courier options to choose from.

Is this information helpful?    Yes    No
How can I ship a package?

Order shipping directly on our website. After filling in the details on the initial page. Where to ship from and where to ship to, its weight and dimensions. We will offer you services from various courier companies, sorted by delivery time & cost.

Choose the option that fits your preferences best. Fill in the form and pay online. On the requested day, a courier driver will come to pick up your parcel at the address specified by you. From that time you can track your shipment online, via the link that you will receive once the order has been placed. The package is delivered to the address that you have specified, or the recipient can choose to pick up the parcel from the parcel shop.

Is this information helpful?    Yes    No
Do you charge some extra fees?

Our prices are shown including all extra charges that courier companies charge, for example fuel and toll surcharge, home address pick up/delivery etc. Our biggest advantage over our competitors, is that all our prices are final, without any hidden fees. Surcharges are only for special services such as COD, express delivery, ID verification, additional insurance etc.

Is this information helpful?    Yes    No
What information is required when filling out the “Reference number” field?

Filling in this field is optional, so you can leave it blank. This field is mostly used by e-commerce businesses who fill their internal order number.

Is this information helpful?    Yes    No
How can I pay for the order? What are my payment options?

Payment for the services you have ordered are online, through GoPay payment provider. You have multiple payment options:

  • Credit/Debt card
  • online bank transfer (currently supports nine bank institutions)
  • standard bank transfer (reflecting your payment on our account can take up to two days)
  • PayPal

As soon as your payment is credited into our account, you will receive an invoice via email. As soon as we receive your payment, we have started processing your order.

Is this information helpful?    Yes    No
What happens if my parcel ends up being larger or heavier than when I filled in my order?

It depends on the courier company that you chose to use. Some companies may charge you an extra shipping fee, but some may return your package without a refund.

Is this information helpful?    Yes    No
Can I pay the driver for the shipping?

We can only process orders that have been paid for, therefore you need to pay for the shipping fee beforehand. There are multiple ways to pay for your order, in the final steps in the checkout section. We support online payments by card, Paypal, wire transfer and proforma invoice. There is no option to pay the driver.

Is this information helpful?    Yes    No
Can I ship a parcel with Cash on Delivery (COD)?

COD parcels can be sent within the Czech Republic and to Slovakia. We currently don't support other countries. You can find the option to send a parcel with COD, in the very first step of filling out the details about your package. Cash taken by the driver when delivering your package, will be wired to your bank account with the payment identification you had requested, within a couple of days.

Is this information helpful?    Yes    No
Can I ship car tyres together with rims?

Yes, however, each tyre on a disc has to be ordered as a separate package, when making a shipping order. Each tyre should be wrapped in industrial cling film so that the driver can stick a label on it.

If you are sending only tyres without rims, you can divide four tyres into two packages with two tyres in each. Please tighten the two tires together with industrial cling film properly.

Is this information helpful?    Yes    No
Can I order shipping between two different countries, for example from Germany to Italy?

Direct shipping between two different countries will be available soon. Currently, we only support shipping from/to the Czech Republic or Slovakia.

Is this information helpful?    Yes    No
Can I send multiple parcels within one order?

Most courier companies can ship more packages within one order. You can specify how many parcels you need to send in the first screen of your quote. Be advised that parcels shall not be tied together. The driver will label each parcel. Please know which parcel is intended to which recipient and address so they will be delivered to the correct place.

Is this information helpful?    Yes    No
Is it necessary to label the parcel with the recipients address?

The information about the sticker requirement is shown when choosing the courier company in the courier list view. When printing out a label is required, you will see either LABEL REQUIRED sign / red printer symbol or LABEL NOT REQUIRED / green printer symbol. If printing out and labelling the parcel is required, the label should be printed out with the barcode. We will send you the label in your email in pdf. Writing down the address on the parcel isn't satisfactory. If the label isn't required, the driver will label your parcel when picking it up.

Is this information helpful?    Yes    No
Why do I have to declare the weight and dimensions of my parcel?

The weight of the parcel is the main parameter for the calculation of the shipping cost. We need to know how much your parcel weighs so that we can offer you the best available rate. If you attempt to send a parcel that weighs more than you had declared, the driver has the right to reject the package. If the driver takes your parcel and realises the weight is different during transportation, the courier has the right to refuse further shipping and return the parcel to you. You won't be refunded. If the package has been delivered to the recipient, we have the right to bill you the price difference. The sender needs to obey maximum dimensions, otherwise, the courier company cannot process your package due to technical limitations.

Is this information helpful?    Yes    No
Can I use a fully paying address that is different to the senders address?

This can be done in the second to last step of the checkout - Order summary. Above the “Order details” click on “Edit billing address”. After clicking here, a table will be shown in which you can fill in your required billing address.

Is this information helpful?    Yes    No
How and when can I cancel my order?

You can cancel your order anytime by phone or e-mail . For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (IZxxxx) ready. If the shipment still hasn't been picked up, we will cancel your order and refund your payment. If the parcel has already been collected, we will advise the courier company to return the parcel to the sender; In this case, we cannot refund the shipping fee.

Is this information helpful?    Yes    No
Why am I supposed to give you the recipients phone number and email address?

The courier driver may need to be in communication with the recipient, on the day of delivery, givng information about delivery time period. If the recipient isn't reachable by phone, the information is sent via email.

Is this information helpful?    Yes    No
How can I determine my parcel's weight if I have no scales?

If you have no scales, you can still estimate your parcel's weight. If it's a small package, you can compare the weight to a bottle of water or to a bag of flour, for example. If it's a larger parcel, you can step on a personal body scale, with the package and substitute your weight form the total weight.

Is this information helpful?    Yes    No
Can I use your service for shopping on an international e-commerce site?

We don't do internet shop product forwarding. If it's a regular store, you can pay for your goods in advance, choose to pick up in person and tell the shop that your items will be picked up by a courier. Please check in advance that the parcel doesn't exceed maximum weight and dimensions. If the shop personnel refuses to give your items to the courier, unfortunately, you cannot be refunded for the shipping.

Is this information helpful?    Yes    No
Do I need to print out a label?

If the system indicates that printing out a label is required, you need to print out the label directly from the order: Click on options, ‘print label’. The label from our system does not only have addresses, but it also includes a barcode, that is important for shipping. For our partners who send consignments through with regular collection, it is necessary to print out labels for most courier companies.

Is this information helpful?    Yes    No
I entered all parameters about my parcel and there is no courier service displayed.

This means that no courier company from our network is able to transport your parcel. The weight or dimensions of your parcel may exceed limitations, particularly for international shipments. Try to split your shipment into several parcels and put information about your packages in aNew quote.

Is this information helpful?    Yes    No
What am I supposed to fill in the REMARK field when making an order?

Filling in this field is optional, so you can leave it blank. Businesses and e-commerce providers use this field to note their working hours, (lunch breaks) so the driver knows when is the best time to reach the customer. You can also note the content of the package for example “tires” or “refrigerator”, so the driver has enough room in his van. Please don't write the address in this field, you can, however, give detailed instructions on how to find an apartment/house or advise that a building number is not visible or you can even give tips on how to find the location I.e. the entrance is next to ABC Coffee shop.

Is this information helpful?    Yes    No
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.

Is this information helpful?    Yes    No
What does it mean to use sender/recipient address as a billing address?"

If you choose “use sender address as billing address”, the sender will receive two e-mails - One with confirmation of creating a new order and a second e-mail with an invoice and a link for tracking your parcel, when your payment has been processed. If you choose the second option, both e-mails are sent to the recipient.

Is this information helpful?    Yes    No
What are the weight and dimension limitations for parcels?

Each courier company has different abilities and maximum service limits. When quoting for shipping options, we only show providers that can transport a parcel with the weight and dimensions you specified.

Is this information helpful?    Yes    No
How can I verify that my payment has been processed?

As soon as your payment has been processed, we will send you an e-mail with the invoice and a link for tracking your shipment. After clicking on the link, there will be information about the collection of your parcel and an estimated time of delivery.

Is this information helpful?    Yes    No

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.