Questions and answers
On most pages you see a section with questions and answers about that specific topic. On this page these and more questions and answers are bundled.
Do you have a question that is not listed?
Please let us know. We are excited to welcome you as a customer and we are happy to answer any question!
Consolidate
No, when parcels are too big and/or too heavy, they cannot be consolidated because we will exceed the maximum weight and/or size that is allowed. In that case they are sent as individual shipments.
No, by default we just put the boxes in a bigger box. But if you want, we can open the packages so that we only consolidate the contents and send as little packaging material as possible. This can cause a big price difference, especially for shipments outside the EU.
Yes, that is possible. However, this is no standard service so please contact us in case you want us to do this.
Customs & duties
That amount depends on the value of the contents of the shipment. PriParcel is not aware of this, so we do not know how much import duties have to be paid. The carrier has this information so please contact them about this.
We check in outline whether we see any strange things, but we cannot check everything because we do not know everything. You are responsible for correctly completing the invoice. If the invoice is not accepted by the carrier or customs, PriParcel is not responsible for this.
Yes, a commercial invoice is always necessary when we forward a parcel outside the EU. It doesn’t matter if you are a private person or a business.
We strongly advise you to pay the customs fees directly to the carrier. However:
- In case of DHL we are able to make the payment when there is enough money in your account.
- In case of UPS we are not able to pay as UPS only offers the option to pay in cash, which we don’t have.
- In case of PostNL we can go the the nearest PostNL point to pay at the counter.
Please note that we charge extra fees for this.
There is an explanation on this page and that helps you step by step to complete the invoice.
Forwarding parcels
Transit times depend on carrier and destination. Please check this page for more information about transit times.
When it concerns a shipment sent by us, please contact us so we can start an investigation by contacting the carrier. We will probably need additional information e.g. the product invoice as proof of the contents of the parcel.
When it concerns a shipment sent to us, please contact the sender or the carrier.
In most cases it is possible, but for some countries it isn’t. Please contact us for more information about a specific country or address.
Photos will be taken as soon as we have received your package. These will be uploaded to the portal the same day. After that you can request forwarding of the parcel and the system lets you choose a date that is at least 2 working days ahead. This is because we need time to process the parcel and the carrier needs time to come and pick it up. However, it happens often that we will process it faster.
If it concerns an urgent shipment that needs to be processed immediately, please contact us. There are additional costs associated with this.
Once you requested forwarding, it’s not possible to make adjustments anymore. So in case you want to change the carrier (or any other thing), you need to contact us so we can place back the parcel(s) in your Received items. After that you can request forwarding again.
When you are in the PriParcel section (in PriPortal) click on your name and choose ‘My account’. Select Addresses in the left column. There you can change or add addresses.
No, we only forward parcels using our own labels. We don’t process webshop returns and this page explains more about this. In some cases we can make an exception, please contact us about this.
Yes we can. Contact us to inform us about this, just before or immediately after you requested forwarding through the system. Prices for these shipments are higher and certain conditions apply. For that reason we need to know the content of the parcel.
No, that’s not possible as we are no pick-up location. We can only forward parcels.
General
When it concerns a shipment sent by us, please contact us so we can start an investigation by contacting the carrier. We will probably need additional information e.g. the product invoice as proof of the contents of the parcel.
When it concerns a shipment sent to us, please contact the sender or the carrier.
In most cases we don’t, but in some cases we do. Normal shipments within the EU are rarely opened, only when we suspect fraud. Express shipments outside the EU are opened in almost all cases, because extra rules apply to these shipments.
No, that’s not possible as we are no pick-up location. We can only forward parcels.
Yes, the money that is in your account is yours so we can always refund it. But make sure that there is always enough money in the e-wallet to pay for the services. If there is a negative balance, your account will go on standby.
That depends on how the package is transported. If we send the package by road, it is no problem. If we send the package by air (Express shipment), these 2 items cannot be combined in 1 box and therefore 2 separate shipments must be made.
Yes, we can receive deliveries from your suppliers and forward them to your customers. But please note that we don’t offer E-fulfilment.
Payment
In the first week of the new month, the invoice for the previous month is available in the portal (at My account – Financial). That invoice contains all specifications, ie all deposits and payments from the e-wallet.
If you cannot wait for that invoice, you can request a pro forma invoice by sending an email to [email protected]
You can only make payments through our system or using a payment link we sent you, and it’s not possible to make a direct payment to Mollie. This is because Mollie needs a unique transaction code for each payment. Without that unique transaction code, the money will automatically be refunded.
An international banktransfer always takes a few days before the money reaches us. As soon as we received the money, it will be added to your account and you can click the button Pay by e-wallet.
To prevent delays, it’s better to use other payment methods like credit card or Ideal. Or make sure there is already money in your account to use for the shipment.
There are 2 options:
- You either make an extra deposit in your e-wallet (minimum €25,-) and you pay the shipment by e-wallet.
- Or you pay the shipment by clicking on the payment link and the money that is in your e-wallet stays there for later use.
Once you request forwarding of your parcel, we will determine the price which consists of both our costs and the costs for transport. A payment button will appear in the system with which you can pay. In case there is already enough money in your e-wallet, you can click Pay per e-wallet.
Yes, the money that is in your account is yours so we can always refund it. But make sure that there is always enough money in the e-wallet to pay for the services. If there is a negative balance, your account will go on standby.
Pricing
This depends on the weight, size and forwarding address, so there is not just one answer. In many cases PostNL is the cheapest carrier, but they are slower when it comes to international shipments. UPS is in most cases the most expensive carrier as they have all kinds of surcharges that drive up the price.
In some cases, especially when it concerns shipments with UPS, additional surcharges are added. Surcharges are not included in the shipping calculator but are calculated in the final price. Examples are surcharges for a residential address, for remote locations, for parcels with unusual dimensions (e.g. round boxes / rolls) etc.
Countries outside the EU are not included in the shipping calculator as shipping rates vary daily. If you would like to receive a quote, send an email to [email protected] with:
- forwarding address
- dimensions of the parcel
- weight
- preferred carrier or cheapest carrier
- insurance yes/no and in case yes, the amount
Yes, when your account is registered with us with an address outside the EU, we won’t charge VAT
What is leading is where you live, not where the parcel is sent to. When you live within the EU, you need to pay VAT, also for shipments that are sent to a country outside the EU.
The rates that PriParcel charges are the same for small or big parcels, because the actions we must perform are the same. The transport costs can be cheaper for small parcels (especially with intercontinental shipments) because volume and weight determine the price there.
Prohibited & restricted items
In most cases it needs a specific way of transporting, packaging or treatment so contact us before the shipment is being processed.
In most cases we don’t, but in some cases we do. Normal shipments within the EU are rarely opened, only when we suspect fraud. Express shipments outside the EU are opened in almost all cases, because extra rules apply to these shipments.
That depends on how the package is transported. If we send the package by road, it is no problem. If we send the package by air (Express shipment), these 2 items cannot be combined in 1 box and therefore 2 separate shipments must be made.
Receive parcels
In some cases a second attempt will be made to deliver the next day, so check the tracking info for this. In other cases the parcel will be dropped off at a close by pick-up point. Always inform us about this so we can pick-up the parcel. Inform us about: – the exact pick-up location, the carrier and the tracking code.
We refuse a parcel when it it addressed to PriParcel in stead of to you. So always make sure the parcel is addressed to your name or your company name.
It always takes some time for us to process all received parcels so usually the parcel(s) will be visible in your portal within a few hours. If it is still not visible, it means we did not receive it and you should contact the sender and/or carrier about this.
You should contact the sender and/or the carrier about this, as we are not able to solve this problem. Only the sender of a parcel can start an investigation at the carrier.
Yes we can, please contact us about this so we can check it for you. In case a parcel is damaged and it needs to be forwarded, we will always make sure it leaves our warehouse in good condition, by either using extra tape or by putting an extra box around it.
Yes, we can do that for you. Please inform us about the exact pick-up point, the carrier and the tracking info so we know where to go and what to do.
After we have received your parcel, we will upload pictures in your portal and you see this at Received items.
Yes, we do. It is not necessary to specify expected shipments in the PriPortal. This function is mainly intended for your own administration, so that you can keep an overview of the packages you have ordered.
Yes, we can. And we can forward these parcels to your customers, to different addresses in each country.
Yes, you can. You can add additional names in your account and this may also be an alias.
Yes, you can. You can add additional names in your account. Go to Setttings and then My addressees and add the names.
Shipping address
In some cases a second attempt will be made to deliver the next day, so check the tracking info for this. In other cases the parcel will be dropped off at a close by pick-up point. Always inform us about this so we can pick-up the parcel. Inform us about: – the exact pick-up location, the carrier and the tracking code.
There is always somebody present during our opening hours, but sometimes the driver just didn’t take the effort to deliver the parcel and uses this as an excuse. Contact the carrier to make a second delivery attempt and inform them about this, so they know there is always somebody present.
It is absolutely preferable that the Parcelbox number is mentioned, because this number is unique to you. If there is only a name, confusion can arise (especially if it is a common name) which can cause delay.
No, please don’t mention that name, just your own name or company name and your Parcelbox number.
Use of PriPortal
The password must contain at least 1 uppercase letter, 1 lowercase letter, 1 number and 1 special character.
Click on your name at the top right of the PriPortal and choose Support. There you can create a support ticket.
Once you requested forwarding, it’s not possible to make adjustments anymore. So in case you want to change the carrier (or any other thing), you need to contact us so we can place back the parcel(s) in your Received items. After that you can request forwarding again.
When you are in the PriParcel section (in PriPortal) click on your name and choose ‘My account’. Select Addresses in the left column. There you can change or add addresses.
When you are in the PriParcel section (in PriPortal) click on Settings and then My addressees. There you can change or add names for whom you would also want to receive parcels.
Yes, we do. It is not necessary to specify expected shipments in the PriPortal. This function is mainly intended for your own administration, so that you can keep an overview of the packages you have ordered.