Frequently Asked

Questions

With Packeta, you can use more than 12,000 pick-up points, send parcels to 34 countries around the world, and address up to 300 million potential customers. You also have the option to send your parcels directly to your customers' addresses using our third-party carriers. For more information on specific carriers and pricing, please visit our website.

In Slovakia we offer three options of delivery. We will deliver parcels to your customers to a pick-up point, directly to the address via Home delivery or to the self-service pick-up point Z-BOX. 

Yes! We cover 99% of the territory in Slovakia and delivery to a specific address. We deliver abroad to the address on continental territory. The only locations we do not deliver to are island territories (Canary Islands, Madeira, Malta, etc.). For more information please visit our website or contact your sales representative or customer service on +421 221 201 135, we will be happy to help you. You can find the price list for e-shops and the price list for the Between Us service.

Packeta has a large number of its own transport forces. In addition, we work with several external carriers, thanks to which we deliver shipments to more than 32 countries around the world. See this link for details of carriers for each country.

Yes, you can, if you have an approved registration, you can send parcels not only to Slovakia, but also to foreign countries that we cooperate with. It is important to check the shipping conditions of foreign partners which you can find on our website or in the Complete Price List. We also recommend that you subscribe to our newsletter so that you are always informed in time about changes in shipping abroad.

The price depends on the place of submission, the parameters of the parcel, the destination country and the method of delivery to the destination country. For more information on specific prices, please visit our website.

Thanks to Packeta, you get access to all of our services in one connection, including the possibility of using 40+ carriers in 34 countries with over 300 million potential customers and more than 12,000 pick-up points.

Packeta is the cheapest transport method to pick-up points. You can see our full price list in the document at the following link.

It's easy to start using our services. You do not need to conclude a written contract with us. All you need to do is register on our website, i.e. fill out a short form which only takes a few minutes to complete. More information is provided in the next question.

The procedure is simple and quick. Just fill out our registration form in a few minutes. After logging into the client section, you need to register your invoicing address and the sender. Afterwards, please wait for your registration to be approved, which is normally within 3 working days (in 90% of cases, it is within a few hours). The moment your registration is approved, we will notify you by email and you can start submitting your parcels and take full advantage of all our services.

The registration is completely free of charge.

Registration is quick. Simply fill out the registration form on our website. You must have your Invoicing Address and Sender Information filled in in your client account for your registration to be approved. Then all you have to do is wait for your account to be approved, which takes no longer than 3 business days. In 90% of cases, the account is approved within a few hours. Once your registration is approved, you will receive a confirmation email.

We approve the registration within 3 working days after filling in the necessary data, which can be found in the client section under the "User Information" button, and here it is necessary to fill in the "Senders" and "Invoicing Addresses" sections. After receiving the confirmation email, you can start sending your parcels and fully use our services!

We are able to connect the Packeta system to 97% of e-shop solutions used in Slovakia or in the Czech Republic. You can see the list of all cooperating systems on our website. If you have a customized website, please do not hesitate to contact us at technicka.podpora@packeta.sk - we will definitely find a common solution.

Packeta Slovakia s.r.o. is a provider of postal services in Slovakia and thus plays the role of an intermediary between the e-shop and the addressee when collecting the delivery fee. Cash on delivery amounts are then paid to your account exclusively by bank transfer, i.e. this is therefore not categorized as recorded sales.

After logging into your account, you will find the Submit Parcel button on the top left, where you can then fill in the necessary parcel details (order number, recipient's name, email, phone, value, pick-up point, your store). You will then confirm the acceptance of the GTC and click on the Submit Parcel button.

Other methods are the so-called bulk import of parcels, which can also be found in the client section, or submission via API. For more information on API submission, please contact your sales representative or technicka.podpora@packeta.sk.

The product should ideally be placed in a hard cardboard box of appropriate dimensions and sealed so that the parcel cannot be opened. It is recommended to seal in a crisscross pattern. It is essential to always have one parcel in one homogeneous package, not more. Do not forget to fill the empty space in the package, so that the contents do not break on the way, and it is recommended to consider deformation zones. Then label the parcel correctly with the shipping label - and that's it. For more detailed instructions on how to package your parcel, see our ten safe ways to ship your parcel.

Simply print the label that will be generated in the client section and attach it to the parcel (if you are going to re-stick the label with adhesive tape, remember that it must not overlap the barcode). Make sure that there is always only one good quality label on the parcel. Please always use a new, newly generated label for each parcel. Duplicate parcels may be detected at the depot and, therefore, handled by the Complaints Department.

The label is generated automatically after the parcel is entered into our system. Then you just need to print the label in the Submitted Parcels tab and attach it to the parcel. Detailed instructions for labeling parcels can be found at the following link.

Yes, all your parcels can be delivered to any featured pick-up point both in Slovakia and abroad. You can find a list of them on our website.

You can submit your parcel at pick-up points, which also serve as submission points. You can also use submission depots, or you can arrange for your sales representative to collect your parcels directly from your store. We offer parcel collection with a minimum of 12 parcels per day. You can find the contact details of your sales representative in your client section under the client support tab.

100% of our pick-up points also serve as submission points. To find out whether your selected pick-up point is also a submission point, please visit the Pick-up and Submission Points section of our website and we recommend selecting submission points in the filter. In the details of each pick-up point, you will find information on whether it also serves as a submission point.

We usually offer parcel collection to e-shops that regularly send more than 12 parcels per day. For more information, please contact obchod@packeta.sk or contact your sales representative. You can find the contact details in your client section under the client support tab.

We standardly offer invoicing at weekly intervals with credit compared to selected cash on delivery amounts. Cash on delivery is paid according to the GTC within 10 working days after delivery to the bank account specified in your client section. For additional information, please contact us at fakturacia@packeta.sk.

A pick-up point is our partner place that is used for issuing (and receiving) parcels. When selecting a pick-up point, we make sure that several conditions are met - so that the visit is as pleasant as possible for your customer. Our own network consists of over 12,000 pick-up points across Europe (of which more than 1,500 is in Slovakia). Thanks to strategic partners, we can also offer you a wide range of 92,000+ external pick-up points.

A submission point is a pick-up point that also serves for receiving parcels. 100% of our pick-up points also serve as a submission point. We recommend that you check whether your chosen pick-up point is also a submission point on our website.

The opening hours of the pick-up/submission points are set individually by each owner/operator. Occasionally, the opening hours of the store itself can differ from those of our pick-up point (e.g. for operational reasons or capacity). We therefore always recommend checking the information on our website for the pick-up points.

Depots are large industrial premises to which we transfer parcels from the submission points. We then sort them and send them on to designated pick-up points or to an address.

You can find the current opening hours of all our depots for submitting shipments on this link.

Standard parcels should meet the following parameters:

1. maximum parcel weight: 5 kg

2. maximum dimension of one side of the parcel: 70 cm

3. the maximum sum of the dimensions of all three sides (height, width, depth) of the parcel: 120 cm (e.g. parcel of dimensions 50×40×30 cm)

4. minimum dimensions: 10×7×1 cm

Oversized parcels are those which have a maximum dimension of one side from 70 cm to 120 cm or the maximum sum of the dimensions of all three sides from 120 cm to 150 cm or the weight from 5.1 kg to 10 kg.

We divide the maximum size of parcels according to the type of service. For e-shops, the limit for the longest side is 120 cm and the sum of all three sides must not exceed 150 cm. For the service Between Us, which is designed for individuals, the maximum size of one side is 50 cm and the sum of all three sides is 120 cm.

The size of the parcel determines its price.

All prices for our services, including excess parcels, can be found on our website (depending on the destination to which you want to send the parcel) or directly in the complete price list of our services.

You can track the status of your parcel on our website. Simply enter the tracking number Z 123 4567 890 and all the information about your parcel will be right in front of you. You can also track your parcel directly from the client section under the Submitted Parcels tab. If there has been no movement of your parcel for more than 24 hours on a working day, please contact us by phone at +421 221 201 135. We will locate the parcel and contact you with a solution.

Packeta cooperates with several external carriers and at the same time has its own transport capacity. Shipments are divided among carriers according to many parameters, such as speed, convenience of transport to a given destination or method of delivery. It is therefore possible that any of our carriers will deliver your shipment abroad. However, we are responsible for your shipment throughout the shipment.

Customers are regularly informed about their parcels via e-mail, SMS and now also via our mobile application Packeta. The customer receives the very first piece of information about the parcel (with the tracking number) via email. This information is provided when you enter the parcel details into our system, and then we wait for delivery by your store. The entire delivery process can also be monitored in the Packeta app. The app sends you notifications of changes throughout the whole delivery process. We also send the recipient a notification when the end of the storage period is approaching. You, as the sender, can set the corresponding notifications in the Invoicing Address in the Client section.

In the case of delivery directly to the address, communication with the customer is entirely within the competence of the respective carrier. Your customer will therefore receive the previously mentioned first e-mail with the tracking number of the parcel. The customer will receive further notifications about the delivery and the status of the parcel according to the set processes of the courier.

Parcels within the Slovakia are delivered 98% of the time on the next working day after handover. If you want to be sure that your parcel will be sent on the same day that you submit it, we recommend submitting your parcel immediately within the opening hours of the pick-up point, or visit our website where we will inform you about the estimated time of arrival of the driver. Or submit your parcels directly at our shipping depot, where parcel submission is also cheaper for e-shops!

A parcel can be stored at a pick-up point for a maximum of 21 calendar days. This period may be shortened before Christmas.

The standard storage period is set at 7 calendar days with the possibility of an extension of 14 days. The maximum storage period at the pick-up point is therefore 21 days. The storage period can be extended by both the sender in the tracking and the recipient in the web tracking or in the Packeta application. In case this option does not suit you, please contact our customer service by phone at +421 221 201 135

Yes, this service is also optional when entering a parcel into the system. Simply click on the "Scheduled Pickup" button when submitting the parcel and enter the pickup date.

The recipient or the person to whom the recipient has entrusted the pickup password may collect the parcel at the pick-up point.

Yes, we also offer this service. If you are an e-shop, just click on the "Verify Age on Receipt" button in the Client Section when submitting the parcel. Individuals can find this in the Between Us app in the services section under the button " ID Verification ".

If you choose the express/evening delivery service, the parcel is delivered on the same day, in the evening between 18:00-22:00. More information about evening delivery can be found here.

The cash on delivery amount is always sent to your chosen bank account within 5 working days from the date of collection from the parcel recipient. It depends on the invoicing method you have set in your users account. The basic invoicing method is weekly with credit, and we pay the cash on delivery amount daily in one payment to your bank account. This is carried out on the fifth working day from the date of issuance of the parcel to the recipient. In case the cash on delivery amount has not been sent to your bank account in this period, please contact our invoicing department at fakturacia@packeta.sk.

If you choose the express / evening delivery service, the shipment is delivered on the same day in the evening between 18:00 - 22:00. More information about evening delivery can be found here.

In this case, you need to check the contact details of the recipient of the parcel, ideally in the "submitted parcels" in the client section or contact our customer service (tel. +421 221 201 135) that will check the customer's contact details with you and, if necessary, resend the informative e-mail or SMS with the password.

It is not possible to send the following types of goods with Packeta:

• Large, bulky or heavy parcels (furniture, tires, refrigerators, TVs, etc.),

• Liquids (laundry detergent gels, cleaning products, alcohol, preserves, etc.),

• Very fragile and delicate goods (porcelain, glass, crystal, diagnostic instruments, etc.),

• Dangerous or illegal goods (drugs, explosives, flammables, etc.).

For a complete list of goods excluded from shipping, please see paragraph 2.2 of our Terms and Conditions.

It is possible to submit a complaint via web form.

This is the status of the parcel which is sent back to the sender. Most often it is a parcel that the recipient did not pick up or refused to accept, or is a return parcel (complaints assistant). Returns are managed according to your account settings (either to the specified returns pick-up point/submission depot or via collection, if you have arranged one). You can edit the returns pick-up point in the Client Section under Invoicing Address. The change is applied to parcels for which you create the label after this change.

Once the deadline for picking up the parcel has passed (the standard storage period is 7 calendar days, which may change during the season), the parcel is automatically switched to a so-called return parcel in the system. As part of the standard delivery process, it is routed according to your account settings. In case you are planning to pick up your returns at a pick-up point or depot, you will be notified by e-mail about the delivery and the possibility of pick-up. You can set this notification in the Client Section in the Invoicing Address. You will receive a password to your email for return pick-up which you shall inform the staff of at the pick-up point.

If you have ordered a collection through our sales representative and the courier does not arrive at the time of the agreed collection, there is probably some complication on the courier route. If you contact our Customer Service at +421 221 201 135 (MON-FRI 8.00-18.00), the operator will be happy to find out the reason for the delay from our dispatcher and together they will resolve the situation.

If your favorite submission point is closed, we recommend using another one nearby. A list of submission points can be found on our website. Parcels can be submitted at our depots or submission points.

We recommend that customers check the parcel during pick up and refuse to accept it in case of visible damage. The complaint itself must be submitted by web form.

You can download all your invoices in your client section. If you have any discrepancies or additional invoicing questions, please contact our invoicing department at fakturacia@packeta.sk. They will be happy to help you.

If there is a problem with the client section, wait for 5 minutes and then reload the webpage or log in again. We recommend the Google Chrome or Mozilla Firefox web browser. If this doesn't work, please contact us by phone at +421 221 201 135 and we will help you resolve your inquiry.

If you have forgotten your login password, we recommend that you use the "Submit Parcels" link at the top right of the website and proceed through the "I forgot my password" option. New login details will be sent to your registration email.

If you have forgotten your login password, we recommend that you use the "Submit Parcels" link at the top right of the website and proceed through the "I forgot my password" option. New login details will be sent to your registration email.

If you have entered the wrong pick-up point and have not yet handed over the parcel to our driver or taken it to our submission point, we recommend that you cancel the incorrect data and resubmit the parcel with the correct pick-up point. In the client section, you can cancel the parcel in the "Submitted Parcels" list using the red bin icon. The parcel will change its status from "Awaiting Store Delivery" to "Parcel Has Been Cancelled"

If you have handed over the parcel to our driver, it is no longer possible to change the pick-up point due to operational reasons. We recommend that you create a new parcel for the correct pick-up point. At the same time, please contact our Customer Service by phone at +421 221 201 135. (MON-FRI 8.00-18.00) where our colleagues will help you with setting a return for the parcel, and we will not ship the incorrectly submitted parcel to the recipient.