Answers to the most frequently asked questions
My shipment was "delivered", but I don't see it on my account
Processing takes several hours. If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
Unfortunately, some shipments have incomplete addresses on the label and the recipient is not recognized. It can also be a mistake on our side. Of course, we are responsible for received shipments.
The sender did not provide my ID or name on the shipment
If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
How and when will I pay you?
For transport from Germany, you will pay us from the top-up credit (deposit) when we send you an email about the received shipment. You will find a link to top up your credit in the upper-righthand corner after logging in. You can pay by bank transfer or PayPal. It is not necessary to have a top-up credit in advance to receive a shipment.
If you would like to speed up the shipment or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service
Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How do I fill in the delivery address in an e-shop?
It's important to include the name Mailboxde.com GmbH, your first and last name (or business name), your ID, and, of course, the warehouse address. Reordering is not entirely in accordance with postal regulations, but the shipment will be delivered as well.
If it is not possible to enter eg Mailboxde.com GmbH with a dot or the legal form GmbH, it is possible to shorten the name to eg Mailboxde.com or Mailboxdecom GmbH.
Some information may be entered in Adresszusatz (additional address information), Adresse 2, and similar address completion fields. If it is not possible to enter the address, please contact the sender. Sometimes you can learn from online forums, where users discuss similar issues with a particular merchant.
What goods do you not accept?
Please review the
list of prohibited goods and shipments that can't be delivered to a collection warehouse in Zittau and that we cannot transport. We have highlighted the most important and the most problematic shipments or those prone to damage and they are listed below:
- v) Shipments from countries outside the EU,
x) Out-sized and pallet shipments
(max. dimensions: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg).
z) Shipments which have not been paid for properly.
p) Substances belonging to ADR category (dangerous items, which cause flammability, corrosivity or explosivity, and items whose transport can endanger the safety of persons, property and the environment) including all types of garbage.
q) Items subject to excise tax, alcohol (spirits, wine, beer, cigarettes, tobacco, mineral oils, light fuel oils, fuel etc.).
ap) TVs over 21 inches, LCDs over 21 inches, packaged furniture above 15 kg, subwoofers and speakers over 5 kg, toilet bowls, sinks, mirrors, white goods over 5 kg (especially kitchen appliances, washing machines, refrigerators, cooker hoods, hobs, ovens etc.), bumpers, spoilers, car fenders, car exhausts, large car parts, bicycles (except children's bikes).
We have added many types of shipments to the list due to poor shipping experience. Damage and claims for some types of heavy and fragile goods (furniture, speakers, televisions, washing machines, dishwashers, etc.) were so common, so we did not want to offer this risk to customers. Parcels are transported by carriers on roller tracks and chutes. Carriers therefore require, above all,
sufficient packaging.
I want to send a shipment today, when should I confirm it?
If you confirm the Shipping Order on working days (MO - FR) by the following times, then the shipment will be sent on the same day:
12:00 - Deutsche Post (Weltpaket, Small Package)
12:00 - GLS
13:00 - UPS
14:00 - Czech Post
Shipments are not dispatched on
non-working days in Saxony (DE).
Will you inform me about the incoming shipment?
Yes, we will send you an email the same day the shipment arrives. If you do not receive an email about your shipment on the day of receipt by 18:00, please send us the tracking number, sender's address and attach a copy of the order, invoice, screenshot from eBay, etc.
Should I contact you in advance about my shipment?
No, you don't have to. The shipment will be assigned to your account according to your ID or name. In normal cases, it is not necessary to contact us in advance. You will be informed about the shipment via email on the same day it arrives at the warehouse in Zittau.
How and when do I pay you?
For transport from Germany, you will pay us from the top-up credit (deposit) when we send you an email about the received shipment. You will find a link to top up your credit in the upper-righthand corner after logging in. You can pay by bank transfer or PayPal. It is not necessary to have a top-up credit in advance to receive a shipment.
If you would like to speed up the shipment or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service
Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How do I fill in the delivery address in an e-shop?
It's important to include the name Mailboxde.com GmbH, your first and last name (or business name), your ID, and, of course, the warehouse address. Reordering is not entirely in accordance with postal regulations, but the shipment will be delivered as well.
If it is not possible to enter eg Mailboxde.com GmbH with a dot or the legal form GmbH, it is possible to shorten the name to eg. Mailboxde.com or Mailboxdecom GmbH.
Some information may be entered in Adresszusatz (additional address information), Adresse 2, and similar address completion fields. If it is not possible to enter the address, please contact the sender. Sometimes you can learn from online forums, where users discuss similar issues with a particular merchant.
What goods do you not accept?
Please review the
list of prohibited goods and shipments that can't be delivered to a collection warehouse in Zittau and that we cannot transport. We have highlighted the most important and the most problematic shipments or those prone to damage and they are listed below:
- v) Shipments from countries outside the EU,
x) Out-sized and pallet shipments
(max. dimensions: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg).
z) Shipments which have not been paid for properly.
p) Substances belonging to ADR category (dangerous items, which cause flammability, corrosivity or explosivity, and items whose transport can endanger the safety of persons, property and the environment) including all types of garbage.
q) Items subject to excise tax, alcohol (spirits, wine, beer, cigarettes, tobacco, mineral oils, light fuel oils, fuel etc.).
ap) TVs over 21 inches, LCDs over 21 inches, packaged furniture above 15 kg, subwoofers and speakers over 5 kg, toilet bowls, sinks, mirrors, white goods over 5 kg (especially kitchen appliances, washing machines, refrigerators, cooker hoods, hobs, ovens etc.), bumpers, spoilers, car fenders, car exhausts, large car parts, bicycles (except children's bikes).
We have added many types of shipments to the list due to poor shipping experience. Damage and claims for some types of heavy and fragile goods (furniture, speakers, televisions, washing machines, dishwashers, etc.) were so common, so we did not want to offer this risk to customers. Parcels are transported by carriers on roller tracks and chutes. Carriers therefore require, above all,
sufficient packaging.
How long can you store my shipments?
Shipments
up to 5 kg can be stored for free for up to 60 days,
packages up to 10 kg: 30 days,
packages up to 20 kg: 20 days,
packages up to 30 kg: 10 days,
combined shipments: 10 days. After the expiry of the free storage period, the storage fee is charged according to the
Price list of Mailboxde.com GmbH. After 70 days, shipments can be sent back, unless you have arranged otherwise with us.
Up to what value is the carrier responsible for shipments?
As a standard, we cooperate with carriers that are liable for damages or losses up to the value of EUR 500 or EUR 1,000. Optionally, you can send the smallest of letters by post, usually without insurance. Please note that a claim is possible for an uninsured envelope, but without compensation. Some economic transport options can only be insured up to EUR 35.
Do you accept shipments from the USA and non-EU countries (GB)?
Shipments from outside the EU are included in
Prohibited goods. Unfortunately, the customs clearance and administration work associated with these shipments goes beyond our time, and the costs of the proceedings are usually quite high.
What is the maximum possible size and weight of the shipment?
Max. dimensions are: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg.
Take a look at the specific destination country in our
price lists of postage or in the
shipping calculator, for some countries there are limits such as 20 kg, in some cases it is possible to send a slightly heavier shipment.
How do I change my billing or shipping address?
The delivery address can be changed for each shipment or in the My Account section.
To change your billing address, send us your new address from your email to support@mailboxde.com.
Why can't I log in to my account?
First, try signing in on another device or browser. This change will usually help.
You can re-set your password via the link Send me a forgotten password in the login window.
How do I change the registration email?
Contact us via email support@mailboxde.com.
Where can I find my delivery address in Germany?
After logging in, click on My Account > My Address, ID in the top-right menu. We also sent you the address via email during registration.
Should I upload in advance a Power of Attorney to receive shipments?
You don't have to. If necessary, you will be informed via email. It is required if the address on the consignment does not contain the name Mailboxde.com GmbH.
The sender did not provide my ID or name on the shipment
If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
How do I fill in the delivery address in an e-shop?
It's important to include the name Mailboxde.com GmbH, your first and last name (or business name), your ID, and, of course, the warehouse address. Reordering is not entirely in accordance with postal regulations, but the shipment will be delivered as well.
If it is not possible to enter eg Mailboxde.com GmbH with a dot or the legal form GmbH, it is possible to shorten the name to eg. Mailboxde.com or Mailboxdecom GmbH.
Some information may be entered in Adresszusatz (additional address information), Adresse 2, and similar address fields. If it is not possible to enter the address, please contact the sender. Sometimes you can learn from online forums, where users discuss similar issues with a particular merchant.
Where can I find my delivery address in Germany?
After logging in, click on My Account > My Address, ID in the top-right menu. We also sent you the address via email during registration.
What if I want to return the shipment to the seller?
If the shipment is still in the warehouse in Zittau, please send us a written request for a return. Shipments from DHL can be rejected and returned later upon receipt at the warehouse. Shipments from other carriers must be returned individually. This is done either by using the prepaid return label sent to you or by ordering return shipping at your expense. Unfortunately, due to the contactless unloading of a large number of consignments in transport cages, it is not possible to reject the consignment during unloading.
What goods do you not accept?
Please review the
list of prohibited goods and shipments that can't be delivered to a collection warehouse in Zittau and that we cannot transport. We have highlighted the most important and the most problematic shipments or those prone to damage and they are listed below:
- v) Shipments from countries outside the EU,
x) Out-sized and pallet shipments
(max. dimensions: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg).
z) Shipments which have not been paid for properly.
p) Substances belonging to ADR regime (dangerous items, which cause flammability, corrosivity or explosivity, and items whose transport can endanger the safety of persons, property and the environment) including all types of garbage.
q) Items subject to excise tax, alcohol (spirits, wine, beer, cigarettes, tobacco, mineral oils, light fuel oils, fuel etc.).
ap) TVs over 21 inches, LCDs over 21 inches, packaged furniture above 15 kg, subwoofers and speakers over 5 kg, toilet bowls, sinks, mirrors, white goods over 5 kg (especially kitchen appliances, washing machines, refrigerators, cooker hoods, hobs, ovens etc.), bumpers, spoilers, car fenders, car exhausts, large car parts, bicycles (except children's bikes).
We have added many types of shipments to the list due to poor shipping experience. Damage and claims for some types of heavy and fragile goods (furniture, speakers, televisions, washing machines, dishwashers, etc.) were so common, so we did not want to offer this risk to customers. Parcels are transported by carriers on roller tracks and chutes. Carriers therefore require, above all,
sufficient packaging.
What are the packaging requirements?
Please read the
packaging requirements of the carriers. Inform the shipper about the importance of sufficient packaging and the requirements of carriers, especially for fragile and used goods.
What if the sender only offers personal collection?
In these cases, we recommend ordering direct transport from Germany to your home (eg. via
iloxx.de or
cargointernational.de) and agree with the seller in advance. Shippers offer personal collections mainly because they do not want to send, pack or prefer payment in cash. The least risky variant is really personal collection, so that, for example, you do not incur additional costs for the journey in vain of the carrier if the goods are not packed.
My shipment was "delivered", but I don't see it on my account
Processing takes several hours. If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
Unfortunately, some shipments have incomplete addresses on the label and the recipient is not recognized. It can also be a mistake on our side. Of course, we are responsible for received shipments.
The sender did not provide my ID or name on the shipment
If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
How long does it take to process a shipment?
Processing takes several hours. If you do not receive an email about your shipment on the day of receipt by 18:00, please send us:
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
I want to send a shipment today, when should I confirm it?
If you confirm the Shipping Order on working days (MO - FR) by the following times, then the shipment will be sent on the same day:
12:00 - Deutsche Post (Weltpaket, Small Package)
12:00 - GLS
13:00 - UPS
14:00 - Czech Post
Shipments are not dispatched on
non-working days in Saxony (DE).
What is shipment consolidation and when is it beneficial for me?
Consolidation (merging) of shipments pays off when you regularly send a large number of small shipments. Joining shipments is a paid service and costs EUR 16.80 for 12 months.
How can I combine all shipments or just some?
Once you have received all the shipments in your mailbox in Germany, click on the Consolidate all shipments button, which will then be boxed within 1 working day and you will then see the final price in your account. At the same time, you will receive an email with information about the new merged shipment.
If you want to combine only some shipments, click on the Consolidate all shipments button and then for one of the shipments, separate from the list of combined shipments those that you do not want to combine. If you can't find this feature in your shipment list, click Ctrl + F and search for the word: "Separate".
What is automatic dispatch?
If you do not wish to confirm shipments yourself and want to save time spent filling out transport orders, we will confirm shipments for you. This optional service is charged a one-time fee of EUR 8,90 for an unlimited period. Automatic sending can then be turned off and on again at any time as needed. You choose the carrier when setting up this service in advance.
How do I set up automatic dispatch?
You can set up automatic sending either for each new incoming shipment or only for consolidated shipments in your account in the Received Shipments section. If you choose to send only consolidated shipments, it is always necessary to enter an instruction in your account to combine incoming shipments. Once the shipment is consolidated and you have enough credit, it will be sent automatically. The first setup is charged as a one-time fee of EUR 8,90 for an unlimited period. Automatic sending can then be turned off and on again at any time as needed. You choose the carrier when setting up this service in advance.
I can't recognize individual shipments received
Please check the tracking number and sender's name. If you are unable to identify the shipment, you can save a photo request for the shipment.
What is the "Stronger Packaging" service?
Your shipment will be placed in another box of five-layer cardboard. The original shipment is not unpacked in any way.
How and when will I pay you?
For transport from Germany, you will pay us from the top-up credit (deposit) when we send you an e-mail about the received shipment. You will find a link to top up your credit in the upper right corner after logging in. You can pay by bank transfer or PayPal. It is not necessary to have a top-up credit in advance to receive a shipment.
If you would like to speed up the sending or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service
Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How long does it take to top up the credit?
When paying by PayPal, the payment is credited immediately. For a bank transfer, processing takes 1-2 business days.
When will I receive a tax receipt or monthly invoice?
You will usually receive the tax document for the received payment within one working day. You will receive a monthly invoice (summary statement with a breakdown of shipments) after the end of the month between the 3rd and 10th day of the following month. All invoices and tax documents can be downloaded from your account in the section My account > Invoices, payments.
How do I request a credit refund?
Please send us a request from the email address you have registered with us, together with your bank account number (for payments in EUR we need your IBAN) and your mailbox number (ID).
How do I confirm the Forwarding Order and select a carrier?
Log in to your account, in the Received shipments section, select the shipment to be sent. Choose a carrier, check the total price of the transport and make sure you have enough credit (deposit) to cover the cost. Then click on the "Confirm shipment" button, select the carrier and in the next step on the Shipping order (transport order) check the address of the addressee and enter the description of the goods. After checking the Forwarding Order and your agreement with the conditions, click on the "Confirm and pay from my credit" button at the bottom.
If the "Confirm and pay from my credit" button is not visible, please top up your credit.
After this step, the shipment will be in the Ready to send section. We will send you the tracking number via email after the shipment has been sent.
How and when will I pay you?
For transport from Germany, you will pay us from the top-up credit (deposit) when we send you an e-mail about the received shipment. You will find a link to top up your credit in the upper right corner after logging in. You can pay by bank transfer or PayPal. It is not necessary to have a top-up credit in advance to receive a shipment.
If you would like to speed up the sending or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service
Automatic dispatch and then have sufficient credit in the account to send individual shipments.
What should I write in the description of the goods?
For shipments over 20 kg within the EU, a description of the contents is required. For shipments outside the EU, a description of the contents is always required. Please describe what is included in the shipment (eg. cotton shirt, Kindle reader, mobile phone, etc.). The description is important for customs controls or shipment insurance.
I made a mistake in my Forwarding Order a few minutes ago
Please send us this information, we will try to cancel the shipment if it has not been processed yet.
How fast will I receive the package?
Delivery time is displayed in the
Price list of postage for each country. It takes 3 to 5 working days within the EU with
UPS Standard or
GLS. Unfortunately, the delivery time is not guaranteed for most carriers. For truly express shipments, where fast delivery is crucial, we recommend choosing
UPS Express Saver, which guarantees the delivery time (please note that this shipping price is usually higher).
What if I won't be home at the time of delivery?
If you won't be at home when delivery is attempted, then you can agree on redelivery at another time or the shipment will be left at the post office or other depot. With UPS, it is possible to let the shipment be sent to a chosen country to an Access Point.
I did not receive my shipment sent from you
We will need the following documents to begin investigating an undelivered shipment:
- Invoice or Purchase contract for goods (or confirmation from eBay etc.), a copy of the payment.
- Tracking number of the carrier or our internal shipment number.
I received a damaged or empty package
If the contents of the shipment are damaged or lost, we are here to represent you and help you find a solution, negotiate with the carrier or shipper. Do not hesitate to contact us as soon as possible.
While unloading, make sure that the shipment is not damaged. If the damage is visible or something from the shipment has gone missing, fill out a report claim form together with the driver, make a copy and get in contact with us within one working day. Do not forget that the driver has to sign the report claim form. In the case that the damage is not visible when receiving the shipment (internal damage), the warranty period lasts only 3 days (this can differ, depending on the country of origin). Because of this, please send us all the warranty claims. When receiving packages by mail it is necessary to complain about the at first non-visible damage together with the damaged package within one working day (the warranty period may vary depending on your country) at the post office. Leave the package in the state in which it was delivered including the boxes and wrapping.
If you have not written a damage report or a note of the damage with the driver, please contact us as soon as possible, so that we can contact the carrier.
We will need the following documents to initiate a complaint:
- A copy of the damage report, signed by the driver or an employee of the post office.
- A photo documenting the damage and the packaging.
- Invoice or purchase contract for goods (or confirmation from eBay, etc.), a copy of the payment.
- The extent of damage/loss and a preliminary assessment of the damage.
- A suggestion on how to solve this problem or information about the repair options.
- Contact information about the seller/sender.
- In case of content loss: actual weight on delivery (consider shipment by weight).
- Tracking number of the carrier, or our internal shipment number.
How can I return a package to a sender in Germany?
If the shipment is still in stock in Zittau, please send us a written request for a return. Shipments from DHL can be rejected and returned later upon receipt at the warehouse. Shipments from other carriers must be returned individually. This is either by the sender sending you a prepaid return label or by ordering return shipping at your expense. Due to the non-contact unloading of a large number of consignments in transport cages, it is unfortunately not possible to refuse to unload.
Goods from eBay do not match the description
We recommend that you first go through the
Complaints page, where we list various cases and a more extensive procedure on how to deal with the seller, or when it is possible to withdraw from the contract in similar cases.
Other questions...
