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Frequently asked questions and answers
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The standard storage period at the dispensing points is 7 days, which can be extended to a maximum of 21 days. However, the sender of the parcel must agree to this option.
You can extend the storage period of your shipment on the web, in the Packeta mobile app or via our customer service.
If you do not manage to collect the parcel and do not extend its storage period, it will be automatically sent back to the sender as a so-called "return".
During the Christmas season, the storage period and the possibility of extending it may be temporarily shortened.
You can redirect your shipment from one Pick-up point to another, as well as from Z-BOX to Pick-up point. The Pick-up point you wish to redirect your shipment to must be open and have available capacity. To redirect a shipment, please contact Customer Service at +421 221 201 135 or info@packeta.sk.
The conditions for the return of goods are determined by the sender. We therefore recommend that you contact the online shop from which you ordered the goods. This e-shop will provide you with all the necessary information and, if applicable, the ID code (numerical code) for returning the goods.
Bring the properly packaged parcel to one of our pick-up points. You can find a list of them here. You dictate the code provided by the e-shop to the operator of the pick-up point. Based on the code, the operator prints a label which is affixed to the parcel. The parcel will then be returned to the online shop.
Cash on delivery can be paid via the payment gateway in the Packeta app or in cash or by card at the dispensing point (if the dispensing point has a payment terminal).
The amount of the cash on delivery is set by the sender, if the value of the cash on delivery is incorrect, it is necessary to contact the online store from which you ordered the parcel.
The parcel is returned to the sender (the online shop). If the COD for the shipment was already paid when ordering the goods, you must contact the online store directly for a refund.
To verify and refund a duplicate payment, please contact our finance department at platby@packeta.sk.
A list of Pick-up points can be found here.
We will send you a confirmation of payment by credit card to the email address provided with the shipment. If you pay cash on delivery at the Pick-up point, a receipt will be issued to you by Pick-up points operator upon request.
Yes, to pick up a shipment from Z-BOX you need a smartphone with the current version of the Packeta app installed. You can find the app on Google Play and the App Store, you can also install it using the QR code that you can find directly on the Z-BOX.
Yes, you need to have mobile data, GPS location and bluetooth enabled to pick up your parcel.
Make sure your phone has mobile data, location services and Bluetooth turned on. If you have other devices connected to bluetooth, try disconnecting them. It is important that you are in the vicinity of the Z-BOX for pairing with it. If there are multiple recipients at a given Z-BOX at the same time, we recommend connecting to the box sequentially.
If you still cannot open the box, please contact us by phone on +421 221 201 135 or email us at info@packeta.sk.
The sender may have entered an incorrect telephone number. Please contact us at +421 221 201 135 or by email at info@packeta.sk to resolve the issue.
You have 2 calendar days to pick up your shipment from Z-BOX with the option to extend by 1 calendar day for a total of 3 calendar days. You can extend the storage time directly in the Packeta app.
You can pay the COD via the mobile app through the online payment gateway. In the app, simply click on "Pay Cash on Delivery".
Shipments from Z-BOX can only be picked up through the Packeta app. The shipment is displayed in the app of the person whose phone number is listed as the contact number. The shipment can be picked up by another person in case of a change of the contact phone number in our system, or after logging into the application under the phone number of the person under which the shipment was ordered.
To pick up your parcel, you need the phone number of the country where the app is available - i.e. Slovak, Czech, Hungarian or Romanian.
The Z-BOX is a device that pairs with the Packeta mobile app via bluetooth on-site and therefore it is not possible to open the Z-BOX remotely.
The unclaimed parcel will be returned to the sender (online shop) as a so-called "return".
The shipment can be redirected to any of our pick-up points, provided that the pick-up point must be open and have free capacity. Redirection takes 2-3 working days. To request a redirection, please contact our hotline at +421 221 201 135 or by email at info@packeta.sk.
Try updating your app or logging out and logging back in. If there's a signal problem, you can try picking up your parcel at a different time. If the problem persists, please contact us on +421 221 201 135.
The Packeta app is available on Google Play or the App Store. The app store must be set to the country Slovakia.
Packeta courier tries to deliver the parcel to the address up to twice. If the courier does not reach the recipient at the address on the first day, the courier will deliver the parcel to the recipient repeatedly on the next working day.
If the courier does not reach you at the address at the time of delivery, the parcel is redelivered the next working day. Alternatively, you can arrange with the courier to deposit the parcel at the nearest drop-off point to the original delivery address. You will receive a telephone contact for the courier by text message on the day of delivery.
A PIN or QR code is required for delivery, which you will receive on the day of delivery.
The PIN code is sent on the day of delivery by text message to the telephone contact specified by the sender in the shipment.
You can track your shipment on our website here or via the link we will send you on the day of delivery.
If the sender allows it, the contact details can be changed by calling +421 221 201 135 or by writing to us at info@packeta.sk.
The delivery date can be postponed by telephone agreement with the courier, whose number you will receive on the day of delivery, or through the link to the tracking of the shipment, or you can also make the change by phone via our hotline +421 221 201 135.
Any person with a PIN code can take delivery of the shipment. In the event that verification of identity is a condition for acceptance, the shipment may only be accepted by the consignee to whom it was addressed by the sender.
Cash on delivery can be paid online through a payment gateway, in cash or by contactless credit card at any courier.
The document can be downloaded from the tracking line for up to 30 days from the date of delivery. If necessary, you can also request the document by e-mail at info@packeta.sk. Do not forget to include in your e-mail the number of the shipment for which you need to issue a proof of payment.
If the packaging of the parcel shows signs of damage, you can refuse to accept the parcel. You can also inspect the contents of the parcel immediately upon receipt and complete a damage claim form with the courier.
You can contact us by phone on our hotline +421 221 201 135 or by e-mail at info@packeta.sk.
Our couriers deliver shipments to the first lockable door, which is usually the front door of an apartment complex.
You can download the app from Google Play or the App Store on your smartphone.
There is no need to print the label, we will be happy to print it for you at the point of submission. For the submission of the shipment you only need the password generated after the successful payment of the shipment.
All the information you need about how our app works can be found here.
If you have not received a confirmation email, please contact us at technicka.podpora@packeta.sk. Please be sure to include your phone number in the message to which the application is routed.
The password will be displayed after successful payment of the shipment. You will also find it in the package icon where your shipments are located.
Delivery to P.O.BOX via our company is not possible.
For shipments delivered to an address, the price of the shipment includes insurance up to the value of 200€. In the case of a shipment delivered to a dispensing point, the basic insurance of the shipment is up to the value of 15€.
For shipment values from 15€ to 200€ delivered to a dispensing point, the price of the additional insurance for each 5€ of the entered value is 0.02€.
Example: you specify a shipment value of 40€ and pay +0,10€ for insurance to the delivery price.
The shipment can be placed for transport at Packeta's pick-up point (except for Z-Boxes) or directly at the shipping depot. A list of pick-up points can be found here.
You can find all the information you need on how to pack your parcels correctly here.
A shipment that exceeds the maximum allowable parameters will be returned to the sender.
The shipment can be made at Packeta's pick-up point (except for Z-Boxes) or at the dispatch depot. A list of pick-up points can be found here.
If you are interested in arranging a delivery, please contact us at obchod@packeta.sk. Parcel collection is possible with a volume of at least 5 parcels per day for delivery to an address, or at least 12 parcels per day in the case of delivery to dispensing points.
A shipment that exceeds the maximum allowable parameters will be returned to the sender.
The shipment will be returned to the return address designated for sending returns, which you can select as a client in your client section, under User Information - Billing Addresses. You can find the return dispatch point in the bottom row under Billing Addresses.
The time limit for collecting the refund is 21 calendar days. Storage is charged according to the price list. The password required to collect your return can be found in your client section under Home - Returns.
No, only one shipment can be sent under one tracking number.
A shipment that forms a single unit (e.g. it cannot be two boxes taped together). The shipment must be of a regular L x H x W shape.
If your shipment is dimensionally larger in relation to its weight, some carriers apply a conversion to the volumetric = volumetric weight of the shipment when calculating the price for its transportation. The volumetric weight of a shipment is the amount of space the shipment occupies in relation to its actual weight. The volumetric weight is calculated for each consignment separately and compared with the real weight of the consignment. The higher weight is then used in determining the price for carriage. Each carrier may have a different rule for calculating the dimensional weight.
The name and contact details of your sales representative can be found in your client section under the Customer Support tab.
The delivery address of the shipment can be changed if the carrier in the country in question allows it. To make a change, you can contact us by phone on our hotline +421 221 201 135, or by e-mail at info@packeta.sk
Delivery to P.O.BOX via our company is not possible.
You can request us to change your contact details by calling our helpline +421 221 201 135 or by e-mail at info@packeta.sk.
The amount of the cash on delivery can only be adjusted if the shipment is transported to the pick-up point. You can make the change directly in your client section under Submissions and then via the Banknotes icon (Edit COD). When delivering a shipment to an address, the COD cannot be edited.
If a shipment has been created in the client section but has not been physically submitted for shipment, the shipment can be cancelled in the client section, under Submitted Shipments, Basket icon. If the shipment has already been physically placed for transport, you can cancel it by calling our helpline +421 221 201 135 or by emailing info@packeta.sk.
When submitting a shipment for transport, we recommend that you have a delivery note confirmed at the depot or at the dispatching point, which you can print in the client section, section Submitted shipments - Bulk actions. The signed delivery note serves as a document to be presented in case of any complications arising during the shipment and when communicating with our claims department.
The cash on delivery collected from the recipient is transferred to the account specified by the sender within 10 working days if the cash on delivery was collected in the Slovak Republic or the Czech Republic and is to be transferred to the sender's account held in the country in which the cash on delivery was collected. If the cash on delivery was collected in another country or the sender's account is held in another country, then the cash on delivery amount shall be transferred within 15 working days.
You should contact our finance department at fakturacia@packeta.sk for any billing issues that arise.
For shipments going abroad, it is always necessary to indicate as a telephone contact the recipient who has a telephone number in that country. For example, if the parcel is being delivered in Spain, the recipient's telephone number must be Spanish.
A claim can be filed by the sender or the recipient of the shipment, but any compensation will always be paid to the sender of the shipment, as we are bound by a contractual relationship with them - as the payer of the shipment.
In the case of the service between us, the procedure is individual and depends on the agreement between the consignee and the consignor.
You can make a complaint using the Complaint Form available on our website.
In the case of a domestic claim, you will receive a final opinion on the claim within 30 days; in the case of an international claim, the deadline is 60 days.
However, our colleagues in the claims department will contact you earlier with all the necessary information.
The subject of the complaint may be the loss, damage or missing content of the shipment, non-payment of credit for the shipment, delayed delivery of the shipment, as well as substitution of shipments.
Only our partners - the mandate holders - are dispensing points. Therefore, an official complaint can only be filed with our company's complaints department due to the necessity to officially register the complaint.
A claim cannot be accepted if the transport was not carried out in accordance with the General Terms and Conditions and the Complaints Procedure.
You can find detailed instructions on "How to properly pack your shipment" so that your parcel arrives safely to the recipient on our website.
In the case of legal entities, it is necessary to include in the insured value the real value of the transported product, which will be paid to the client in case of a recognized claim after sending all necessary documents. This insurance is automatically included in the price of transport and its maximum amount is 700€.
In the case of the service Between Us, the automatic value of the insurance of the shipment going to the dispatch point is 15€ and 2 cents are added for every 5€ of additional insurance. For parcels delivered to an address, this insurance is automatically up to a value of 200€.
In the case of a damaged shipment or a shipment that is missing part of its contents, it is necessary to send the claims department photo documentation of the packaging method and the extent of the damage to the shipment being transported.
If it is a lost shipment, information such as a description of the packaging and a detailed description of the contents of the shipment, possibly with a photo or a link to the product in question, will be helpful. With this information we can locate the lost shipment.
After the claim has been accepted, we still need to send the documents listed in the Complaints Procedure. In the case of the service Between Us, this is the Affidavit and in the case of legal entities, the Damage and Purchase Invoice must be sent.
In the case of a domestic claim, you will receive a final opinion on the claim within 30 days; in the case of an international claim, the deadline is 60 days.
The result of the complaint can be appealed.
Damages for an admitted claim will be paid within 14 days of sending the complete claim documentation required by the Claims Department.
All information can be found on our website here.
Our regional manager will contact you within 30 days and will be happy to explain all the details of the cooperation.
Anyone who meets our basic criteria. There are thousands of Pick-up points in Slovakia and they are truly diverse. From those in hairdressing salons or fitness centres, to those in chocolate shops or stationery stores.
In a brick-and-mortar shop where you sell goods or services.
Basic criteria:
1. Your establishment is in a village or town with a minimum population of 1,500 inhabitants.
2. There is no other Packeta pick-up point in your immediate vicinity.
3. Your establishment is bright and spacious, ideally 50 m2 or more, with a clean façade. It allows for the storage and handling of parcels. The required storage space is at least 2 × 2 m.
4. You have access to the internet and a computer running Windows 10 or later.
5. You have the capacity to handle at least 100 shipments per day.
6. The outlets are accessible to children, so the nature of the range of the service must be appropriate. At the same time, the outlet must be a non-smoking area.
7. The possibility of unproblematic parking and wheelchair access are a big plus.
8. You are not operating a dispensing service for other companies. You are open to an exclusive form of collaboration with Packeta.
If you want us to set up a Z-BOX in your area, just fill out the registration form here.
At least 1000 inhabitants.
We process registrations regularly once or twice a week.
Once the registration has been processed, it is assigned to a sales representative who contacts the person listed on the form as the contact person.
It is ideal to place the Z-BOX in a busy location (village centre, grocery store, shopping centre, housing estate).
As the Z-BOX is powered by a solar panel, the ideal position for its placement is a sunny location and a place with a paved and level ground. You can also connect the Z-BOX to an electrical connection and, if necessary, make a concrete foundation.
All costs related to installation and possible servicing shall be borne by Packeta.
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