Most Common FAQ's

Go to our website and enter your tracking number to see all the tracking information. If you are not able to get information from our website, please call or email us.

Estimated delivery times are listed per each agent and destination country, so for more detailed information please refer to our calculator or contact our customer support team. Also, please be informed that estimated delivery times should not be accounted as a guarantee, as they may be affected due to unpredictable circumstances, such as COVID-19, strikes at the airports or sea ports, global crisis of any kind, etc.

The full receiver information is very important including full address and telephone number so that we can contact the receiver if there are any issues with delivery. Missing information can result in additional costs or delays with delivery.

Packaging is very important. Make sure to use a strong package that is not used or worn while also taping all seams as much as possible. It is also important to make sure anything that is fragile is packed with extra care and that there is no "empty" space prior to sealing the package.

In general, items that are flammable, pressurised, illegal, weapons, monetary instruments (cash, gold), food stuffs are prohibited from sending. For a full list of prohibited items please visit the country guides.

Customs regulations vary country by country with the maximum allowed duty/customs value being the most important. You as the sender are ultimately responsible for knowing all customs regulations regarding your shipment. For more information refer to our country guides for your destination country or contact your destination country customs office for complete information.

Packages are rarely lost, but if you believe it is the case, contact us so we can confirm if it is just not delayed. In the rare case that the package is lost, we will file a claim and provide you with compensation through the total-loss insurance.

We offer packing services and sell packing materials in some of our locations. Please call ahead to confirm prior to dropping off your package.

We currently do commercial shipments on a case by case basis and if you would like to receive a quote for this service please call or email us.

Some courier companies that provide their service to us accept packages weighing up to 110 lbs. Couriers are not obliged to lift packages over 66 lbs on their own to prevent injuries. In this case, the recipient has to pick up the package from the courier’s car himself or help the courier carry the parcel to the door.