General information

1. What is Package Sender?

Package Sender is a booking engine website offering door-to-door shipping services for packages and documents. We cooperate with top logistics companies to ensure you the best and most reasonable solution.

2. Why should I choose Package Sender?

You should choose Package Sender to ship your packages or documents door-to-door, because we work with top logistic companies and it is our mission to help you save time, money and energy when shipping important objects or documents. We analysed different providers and chose the companies we trust and which provide the most for a fair price.

3. What can I ship?

You can ship different-sized packages (up to 50 kg) and documents (up to 2 kg) safely across the world.

4. Where can I send my packages to?

You can send your packages to almost any country in the world. If you cannot find the country on the list in the form, please send us an inquiry and we will help you find the best solution. Please understand that shipping time and cost differs from country to country. You should also know that packages from abroad must be sometimes cleared by customs, which can bring additional costs, paid for by the costumer. In the event of customs duties, you will be notified about the amount needed to be paid.

5. What size packages can I ship?

The length of the package should not exceed 175 cm or the overall size of 3 m (calculated by: 2*(height + width) + length). The maximum weight is 50 kg.

6. Can I ship documents?

Yes. We are one of the only providers to also offer swift and secure shipment of documents up to 2 kg. Placing an order

7. How do I place an order?

First, you should visit our website www.packagesender.com, where you will find a simple form you need to fill out. You need to choose the country of origin and the country of arrival. You will then choose the number of packages you want to send and you will already be offered an estimate price. After you finish, you will be forwarded to the next page, where you will be asked to put in your address information, the shipping address and choose a pickup date. You will then choose the method of payment and, if you wish, insurance for your packages.

8. Can I order over the phone?

All orders must to be placed on our website www.packagesender.com.

9. Can I change the order details after it was confirmed?

Changes to your order can be made up to two (2) days before pickup. If you want to change anything about your order, please contact our customer support at support@packagesender.com.

10. How can I check on my order?

After receiving your shipping information, you will receive a confirmation e-mail with a tracking number. You can check the status of your order by using this number. The status will change every time its label is scanned in a delivery centre.

11. How do I fill out the form if I am an individual?

You can fill out the form at our website www.packagesender.com. If you have difficulties, see question 12.

12. How do I fill out the form if I am a legal person or a business?

For legal persons or businesses, the process of filling out is almost the same. The main difference is that legal persons and business must register as business clients. Otherwise, the process remains the same. For more details, see question 12.

13. Can the pickup be at a hotel?

If you are staying at a hotel and would like to send a package and/or document, you will have to put in the name of the hotel in the “Name” field. This should be followed by your name. If possible, leave your package at the reception desk. This should be noted after the name of the hotel (e.g. Hotel name – Reception, Your name), so the courier knows where to pick up the package.

14. Can the pickup be at a business office?

If you would like to send a package and/or document from your business office, you will have to put in the name of the business in the “Name” field. This should be followed by your name. If possible, leave your package at the reception desk. This should be noted after the name of the business (e.g. Business name – Reception, Your name), so the courier knows where to pick up the package.

15. Do you pick up packages at an airport?

If needed, your package can be picked up from an airport. However, the place of collection must be easily identified and the courier should be able to park his truck within 25 metres of the delivery point.

16. I would like to ship my package to an individual.

To ship a package and/or a document to an individual, you should fill out the form on our website www.packagesender.com. On the second page, you should put in the required information about the receiver (name, address, phone number).

17. I would like to ship my package to a legal person or a business.

To ship a package and/or a document to a legal person, you should fill out the form on our website www.packagesender.com. On the second page, you should put in the required information about the receiver (name of a legal person or the business, address, phone number).

18. Do I have to pay the VAT when I place an order as a business?

Some businesses are exempt from paying VAT. If you own such a business, let us know, and the VAT will be deducted from your price. To prove you are exempt from paying VAT, you should have a valid VAT number we can check in the VIES system of the European Commission. If not, VAT will not be deducted from your price.

19. I have more packages than I ordered. What can I do?

If you have more packages than you ordered, you need to change your order by contacting our customer service (support@packagesender.com) two (2) days before you pick up date. If there is not enough time, you will need to put in another order.

20. What is estimated delivery time?

“Estimated delivery time” means the reference date for when the package is planned to arrive. However, your package can arrive before or after this date. The exact date unfortunately cannot be set. Prices, payment and possible additional charges

21. How do you chose your prices?

The price stays the same inside the same country. The price is based on the shipping country and the weight of the package.

22. Is my credit card number and information secure?

We use a safe payment system, so your credit card number, code and other information is secure. Your payment details will not be handled by or disclosed to us or the courier.

23. How can I pay for the shipment?

You can pay using credit cards, PayPal or bank transfer. We do not offer cash on delivery and individuals may not ship collect.

24. Can the invoice be issued under the name of a business?

To have the invoice issued under the business name, you will first have to register for an account. The account is free and gives you an overview of your current and past orders. This will come in handy, if you often ship to the same receivers. Because the account will only contain the business’s details, all invoices will be issued in the business’s name.

25. Do you offer cash on delivery service?

Unfortunately, we do not offer cash on delivery. The receiver of the package can therefore not pay for the package this way.

26. Why was I asked to pay additional charges to have my package delivered if I already paid for the sipping?

You will not be paying any further shipping costs. In certain events, however, there are some additional costs to be paid. These include customs duties, taxes or other import charges based on local regulations.

27. My friend sent me a gift. Why do I need to pay customs duty?

It usually does not matter if a package is a gift. Every shipment is a subject to customs procedure. Additional duties need to be paid for certain goods. This is not included in the shipment price you pay on our website. In the event of duties, you will receive an e-mail, prompting you to pay the expenses. If you are unable to pay the duties, the package will be returned to sender and additional charges may apply.

28. I am ordering for my personal use. Why am I restricted with value and quantity?

Countries have different regulations regarding imported goods. This is usually to prevent misuse, distinguish from personal and commercial use, and to protect local economy.

29. What is customs clearance?

Customs clearance is a procedure during which a shipment is cleared to enter or leave a country. Without the document permitting the shipment to pass, the package cannot be delivered. Conditions vary from country to country, but for goods of a certain value, additional expenses can sometimes occur. In the event of duties, you will receive an e-mail, prompting you to pay the expenses. If you are unable to pay the duties, the package will be returned to sender and additional charges may apply or returned to the shipment centre (for packages shipped outside of the EU) and held there for 30 days; after this period the customer loses their right to claim the package.

30. Why do I need to pay customs duty?

All countries have a policy on importing goods. Even when you order something online from a different country, it must be cleared by the customs. During the customs procedure, officers check the country of origin of the package, the value of the package including transport charges and the quantity of goods. Sometimes you will be asked to provide the customs office with an invoice or proof of payment for the goods, to show the value. Every country has its own customs laws and the amount of duties varies for types of goods and different values. Package sender, like any other international transportation company, must adhere to local customs legislation.

31. What additional charges can I expect following the customs clearance?

You may be expected to pay customs import duties (percentage of shipment value and transport charges), local tax, and any regulatory charges (if applicable). The amount of charges depends on the value and the type of good arriving into the country. However, we are unable to provide you with detailed information on customs fees and taxes, as they depend on the country of origin, country of arrival and the type and value of the good. If you refuse to pay the customs fees and taxes and the package is returned to our offices, we will not refund the cost of shipment. After 30 day, customer loses their right to claim the package.

32. How are customs duties calculated?

All packages and shipments go through the import procedure, determined by customs’ law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. Additional duties need to be paid for certain goods. This is not included in the shipment price you pay on our website. In the event of duties, you will receive an e-mail, prompting you to pay the expenses. The calculation of duties depends on the assessable value of the shipment. To calculate the amount of duties, goods are given a classification code that is known as the Harmonized System code, assigned by the World Customs Organisation.

33. Who is responsible for the payment of customs duties?

Duties and taxes are not included in the price. For example, when some or all of these goods may not originate in the country you reside in or when the goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate. In the case of customs duties or other taxes needed to be paid, we will inform you so you can pay and the package will then be delivered. Package sender only releases the goods to you upon the full repayment of any duties and taxes.

34. Are any items prohibited to ship?

Yes. Our courier partners do not accept the following items: any items that are prone to be destroyed due to their composition, human remains or ashes, live animals and plants, hunting (animal) trophies, animal parts such as ivory and sharks fin, animal remains or ashes, or animal by-products and derived products not intended for human consumption, very valuable items, precious metals, paintings and other works of art, antiquities, dangerous / hazardous goods (including but not limited to perfumes, aftershaves, aerosols, flammable substances, dry ice, biological substances, UN classified dangerous goods and any goods specified as such under International Air Transport Association regulations (“IATA”), the Agreement on Dangerous Goods by Road ("ADR") or International Maritime Dangerous Goods ("IMDG") regulation), electronic cigarettes, jewels, fur, gold, silver, money and coins, goods that require controlled-temperature shipping, glass bottles and other glass objects, illegal drugs, goods or narcotics, fragile objects, complete original and imitation firearms and firearm parts, (includes rifle butts, trigger mechanisms, screws / bolts etc. which are manufactured for the sole purpose of creating a functional firearm), ammunition, explosives / explosive devices, pornography (whether in printed, film or digital format), tobacco, loose leaf tobacco products and pre-rolled cigarettes packages with protruding elements, packages tied with rope, items packed in bags or wooden crates or dry bulk, packages sent to post-office boxes, and other items that fall into special rules category of the transport legislation, lithium batteries (Lithium Metal batteries) are excluded from air transport (shipping other types of lithium batteries is regulated by IATA/DGR rules; the sender is also responsible for correct and complete documentation). If the client decides to send any of these items, they will be solely responsible for any damages and expenses incurred. If you have any doubts about the items you wish to ship, do not hesitate to contact our customer support at support@packagesender.com.

35. Can I ship cigarettes or tobacco?

Tobacco is considered one of the forbidden items. However, courier companies accept shipments of tobacco it the content is within the limits regulated by the European Union. You should check these regulations before shipping cigarettes or tobacco. If you decide to ship tobacco or cigarettes, you should know that you are responsible for any additional costs or issues that may arise during the shipment process.

36. Can I ship alcoholic beverages or other liquids?

You can, but it is not recommended. If you do decide to ship bottles, please make sure you pack it appropriately. If the package gets damaged or damages other shipments because it is leaking, the client is responsible to cover the cost of damages.

37. Can I ship goods that need temperature controlled transportation?

We are unable to ship goods that need temperature-controlled transportation through Package sender. If you need advice on this issue, you can contact our customer support services at support@packagesender.com. Preparing for pickup

38. Do I have to buy the package for shipping or does the business provide it for me?

Currently, Package sender or its courier partners do not offer packaging. This means that at the time of the pickup, your packages should be correctly packed, sealed and ready for shipping.

39. What if I don’t know the exact weight of my shipment?

If you do not know the exact weight of the shipment, you should try to estimate the weight as precisely as possible. When you are estimating, it is always better to choose a higher weight of range in order to avoid any unpleasantness. Your package will be weighed at the shipment centre upon arrival.

40. What should I do if the package contains fragile objects?

If you are planning on shipping fragile objects, you should pack them accordingly. You should wrap your objects in bubble wrap, stretch film or packing paper, and/or surround your items with packing peanuts or something similar. If possible, you should consider reinforcing your boxes or buying sturdier boxes.

41. Can I write “FRAGILE” or “THIS SIDE UP” on the package?

You can write “FRAGILE” or “THIS SIDE UP” on the package. However, this does not mean that your package will be treated as such. For this reason, you should take extra care when packing your fragile items and use sturdy or reinforced boxes.

42. Can I attach several boxes together?

This is not advised. If you have several boxes, we recommend you pack them inside a larger box and contain some cushioning, if needed. If you still wish to attach several boxes together, make sure they are firmly attached and secured for transportation. Pick-up and tracking

43. What do I need to do before a courier comes to pick-up the package?

When you place and pay for your order, you chose the pick-up time. You should have enough time to pack everything into a box and seal it. Then you wait for the courier to come and take your package.

44. Will the courier driver call before collecting or delivering a package?

The courier is not obliged to call you before they collect or deliver a package. However, this has become standard practice in many countries. They usually only call local numbers.

45. Do I have to print the label?

You are not obliged to print the label, but it is strongly recommended to put a copy of your order information on top of your shipment. In the event of damage or loss of the label, this will make locating and delivering your shipment much easier.

46. Where can the courier pick-up the packages?

Couriers can collect from private addresses, student dormitories, business headquarters, gated apartment, company warehouses, hotels, and hostels. Please be sure to specify the exact address and, if needed, additional information so the courier can find you easier. This can be the reception or the main door of the building.

47. Will the courier weigh my package upon pickup?

The couriers do not weigh the packages upon pickup. This is usually done after the package is brought to the shipment centre. If the package is heavier than you specified, you will be charged for the extra weight.

48. What languages do the couriers speak?

The couriers usually speak the local language of the country where they work. However, they also speak English.

49. I have multiple packages. Will they be collected by the same courier company?

If all the packages weigh up to 50 kg, they will be collected by the same courier company.

50. I ordered a shipping service for several packages. Do I get a tracking number for every package?

Yes. You will receive a tracking number for every package you wish to send. Tracking numbers are sent with a confirmation e-mail before the pickup.

51. When will my order be shipped?

In general, orders placed before 1 PM, will be shipped the same day. Orders placed on very busy days, can be shipped the next days. Orders placed on Mondays are usually shipped on Tuesdays. If you place your order on Friday or during the weekend, it will not be shipped until Monday. Once the order is shipped, you will receive a confirmation e-mail with a tracking number. Tracking information will become available 24 hours after you receive your confirmation e-mail. This means that your order cannot be tracked on the first day.

52. Can I track my package?

Yes. You can track your package with a tracking number you receive in your confirmation e-mail. Please note, that you will have to wait 24 hours after the confirmation to track your order. If you did not receive a confirmation e-mail, please contact our customer support at support@packagesender.com.

53. How do I track my package?

To track you order, please go to our website www.packagesender.com and press the tracking shipment. Enter your tracking number and you will get all the information about your shipment. You can track your order with a number listed in your confirmation e-mail. If you did not receive a confirmation e-mail, please contact our customer support at support@packagesender.com.

54. I cannot find my tracking number. What do I do?

Your tracking number is listed in the confirmation e-mail we sent you after you placed your order. If you did not receive a confirmation e-mail, please contact our customer support at support@packagesender.com.

55. What does it mean if the information in the tracking system doesn’t change?

Every time your package is scanned at a new location, the tracking information is updated. If the status does not change for more than 48 hours, please contact us please contact our customer support at support@packagesender.com. We will then contact the courier service provider and inform you about the status of your parcel. Delivery

56. How long will it take for my shipment to be delivered?

We are unable to provide you with the exact of delivery. Delivery time depends on the country of shipment and the country of delivery. When you fill in your order, an estimated time of arrival will be calculated for you, so you have approximate time frame. Please note, that this is just an estimated time and your shipments may arrive before or after the date of estimated delivery. You can track your order with by using the tracking number provided in your confirmation e-mail. This should help you further determine the delivery date.

57. Where can I send my packages to?

You can send your packages to almost any country and address in the world.

58. Can I choose a specific date of delivery?

You cannot choose a specific date of delivery, as delivery date depends on the country of shipment and the country of delivery. When you fill in your order, an estimated time of arrival will be calculated for you, so you have approximate time frame. Please note, that this is just an estimated time and your shipments may arrive before or after the date of estimated delivery. You can track your order with by using the tracking number provided in your confirmation e-mail. This should help you further determine the delivery date.

59. How do I change the delivery address?

You can change your order details up to two (2) days before pickup. Afterwards, you may contact our customer support services at support@Packagesender.com and we will change it for you.

60. Do you deliver if no one is there to receive the shipment?

The recipient will be notified about the date the package will be delivered. Usually, the date can be changed per request. The package can also be left at the recipient’s address if it can be delivered without a signature. Otherwise, the courier service will hold the package and make it available for pickup at a later time or at a designated facility. Unsuccessful deliveries could be followed by re-delivery charges. If the recipient will not collect the package, it will be returned to sender.

61. Will the recipient be notified upon arrival of the shipment?

Yes. The recipient will be notified about the delivery date and time via e-mail and/or phone number provided when the order was placed. All changes to contact information should be submitted to our customer support services at support@Packagesender.com.

62. What happens if my package gets damaged?

If you package was damaged in shipment, you must contact our customer support services at support@Packagesender.com with tracking number and information about your package.

63. What happens if my package gets lost?

Generally, there is almost a zero percent chance your package is lost. If you believe your package is, however, please contact our customer support services at support@Packagesender.com

Any other questions?

Contact us via email at help@Packagesender.com