Frequently Asked

Questions

Parcels with a maximum weight of 5 kg and dimensions of 50x40x30 cm can be sent via this service. The sum of the length, width and height of the parcel must not exceed 120 cm. The minimum dimensions of the parcel must not be smaller than 10×7×1 cm.

No, as long as its dimensions are no larger than 10×7×1 cm.

If the parcel is smaller, larger or heavier than our limits, it will be returned to the submission point without entitlement to a refund for shipping costs. You will receive an informative email and text message from us to pick up your parcel.

You may send anything that meets the parameters and terms and conditions. Common items include clothing, children's goods, toys, books, textbooks and scripts, small electronics (mobile phones, power banks, laptops, GoPro cameras, drones, small accessories, etc.), collectibles and fan merchandise (figurines, cards, merchandising, coins, etc.), stationery, media (games, movies, music on CD, DVD, etc.), gaming accessories, small sports equipment, etc.

Large, bulky or heavy items (furniture, tires, refrigerators, TVs, etc.), liquids (laundry detergent gels, cleaning products, alcohol, preserves, etc.), very fragile and sensitive goods (porcelain, glass, crystal, diagnostic equipment, etc.), dangerous or illegal goods (drugs, explosives, flammables, etc.). Please refer to our terms and conditions for a complete list of goods excluded from shipping.

Yes.

80% of shipments arrive within the next day. We do not guarantee this delivery time, but we will do our best to deliver your parcel as soon as possible.

Currently, it is also possible to send parcels to Slovakia using this service. The price for delivery to a pick-up point in Slovakia is 85 CZK, for delivery to an address you will pay 149 CZK. The price for cash on delivery and insurance is the same as when sending within the Czech Republic.

You can find here a list of our submission points. Just click on the submission point field between the filters and search for the one closest to you. 97% of our pick-up points also serve as submission points.

Yes, as soon as you inform the staff at the submission point of the password, the physical receipt of the parcel will take place (the status of the parcel will change in the mobile app) and we will also send you an electronic proof of parcel receipt document to the email you have provided.

This is no problem. If you have paid for the parcel but do not take it to the submission point, the parcel will be automatically cancelled after 5 days. The payment will then be refunded back to your account (usually within 2 working days).

No.

The principle of the #BetweenUs service is that we perform the maximum number of tasks outside the submission points. As a result, there are no lines at the submission and pick-up points which will be appreciated by all of us.

If you deliver to a pick-up point, you will pay 69 CZK for the parcel, if you deliver to an address, you will pay 129 CZK.

You will pay CZK 19 for cash on delivery when delivered to delivery points and CZK 23 when delivered to the address. This amount will be added to the final delivery price. Additionally, you can enter any amount that will be paid by the recipient. You can then enter your account number directly into the app, to which the cash on delivery amount will be sent to within 10 working days after the recipient has picked up the parcel.

The insurance price is 0.50 CZK for every 100 CZK of the entered value from 300 CZK to 5000 CZK. For example, when you enter the parcel value of 1000 CZK, you will pay +3.50 CZK for insurance on top of the delivery price.

No, the app always shows you the final price and you shall confirm this amount in the last step of entering the parcel.

Yes, the confirmation will be shown directly in the app and we will also send you an electronic proof of payment document to the email you have provided.

80% of parcels arrive within the next day. We do not guarantee this delivery time, but we will do our best to deliver your parcel as soon as possible.

Yes, you can track your parcel online here: https://tracking.packeta.com/tracking/search.

If you are unable to pick up your parcel, please send us a reply text message and we will extend the storage time to up to 21 days free of charge. You can also extend the storage time in the mobile app Zásilkovna. For Z-Boxes, the storage period is limited. During the Christmas season, the storage time and the possibility of extending it may be temporarily limited.

We send notifications to customers as soon as we receive information from the e-shop, when the parcel has been accepted for shipping, when the parcel has been delivered to the depot, and when it has been delivered to the pick-up point. The customer receives a tracking number from us, which he/she can use to track the movement of the parcel at https://tracking.packeta.com/tracking/search.

We inform the customer about the delivery of the parcel via email, SMS and notification in the mobile app. The sender of the parcel will also receive information from us about the successful delivery of the parcel.

You can pay for a parcel sent via Between Us directly in the Zásilkovna mobile app. The cash on delivery amount for the parcel can also be paid in advance in the app (necessary in case of pickup in the Z-BOX), or by cash or card payment at the pick-up point or to the courier.

Have the Zásilkovna app and credit card downloaded.

You can download the mobile app in the AppStore or Google Play.

No, the app is only required for the sender. However, if the recipient has the app installed, he/she will have a better overview of the parcel.

These details serve as an important communication and identification channel. We will send you all documents (proof of receipt, payment, etc.) to your email. The phone number is then important for pairing your account with the mobile app.

No, you need to be connected to the internet while entering your parcel into the app. It doesn't matter if it's via mobile data or Wi-Fi.

Unfortunately, no other payment option is possible (bank transfer, cash or card payment at the submission point).

Of course it is. This service is covered by the company Zásilkovna and the bank ČSOB. Your data is thus fully and anonymously protected.

If our driver delivers your shipment to the Z-BOX, you will receive an information e-mail and SMS message from us. You can pick up the shipment at this time.

What do we require to pick up a parcel?

• Zásilkovna mobile application

• Bluetooth and location services (GPS) enabled

• cash on delivery in advance Get ready for the Z-BOX

Turn on the Zásilkovna mobile application, which automatically pairs with the Z-BOX via Bluetooth and guides you. Then just one click and Z-BOX select the appropriate box with your shipment.

2 days from delivery. The parcel is then returned to the sender. You will receive an SMS about the last chance to be picked up 1 day before we return the parcel to the sender.

Customers are asked to pick up parcels as soon as possible to free up the space for others.

Z-BOX boxes are divided into 3 categories (S, M, L) according to dimensions. At each of our depots, all parcels undergo inspections and measurements. In the event that your parcel does not fit into the Z-BOX, we will automatically redirect it to the nearest available pick-up point around your chosen Z-BOX. What are the maximum dimensions of each box?

• 45 x 8 x 61 cm (S)

• 45 x 17 x 61 cm (M)

• 45 x 36 x 61 cm (L)

Of course, you can track the movement of the shipment in our mobile application or on the website. In the information e-mail, we will inform you in advance about the delivery of the shipment to the Z-BOX, so you will know the approximate delivery time in advance.

Your box will only open in your presence and if the parcel is picked up. Z-BOX uses secure encryption for communication, which only our mobile applications can read. So your data and shipments are safe.

The subject of a Between Us service complaint is for example, the loss of a parcel, its destruction, damage or loss of contents.

Please, contact us via our web form on this page.

Please, contact us via our web form on this page.

The pick-up and submission points are only contractual partners. The IT system at their disposal does not allow them to receive complaints. The reason for this is to make sure that we do as much as possible outside the pick-up and submission points and do not create unnecessary lines.

No, if you accept a parcel that is damaged, torn or deteriorated, and subsequently wish to file a complaint, we would not be able to accept it because it would be impossible to prove that the damage occurred during shipping. The recipient must therefore inspect the parcel during pickup and, if the packaging is damaged, may return the parcel to the pick-up point staff, which will pass it on to us.

When the contents of the parcel are damaged but the packaging shows no signs of damage. This is an indication that the goods have not been packaged correctly.

Every parcel must be packaged in such a way that the packaging and the filling of the parcel provide sufficient protection for the goods being shipped. Here you will find instructions on how to package your parcel correctly. During transport, the parcel is subject to many forces (e.g. in a fully loaded car driving on a damaged road), which can collectively be compared to a parcel falling to the ground from a height of 1 meter. The packaging and filling of the parcel must therefore protect the goods in this case as well, as it is not possible to eliminate these forces by 100%.

The parcel belongs to the sender until it is handed over to the recipient at the pick-up point.

This means that in most cases, it is the sender who files the complaint. At this website, you will find a complaint form for both the sender and the recipient.

If you are not sure who should handle the complaint, please contact the sender of the parcel.

The time limit for processing a complaint is 30 days from confirmation of receipt of the complaint.

In the event of loss or complete destruction of a parcel during shipping, an amount equivalent to its value is paid to the sender. Each parcel is automatically valued at 300 CZK when entered into the system, but it is possible to set a higher value, up to 5,000 CZK.

In the event of damage to the contents of the parcel during shipping, a complaint process is initiated to investigate the reason for the damage. In particular, the quality of the packaging and filling material is examined. In the event of a justified complaint, the amount corresponding to the value of the parcel is then paid again.

In the event of loss of the contents of the parcel, the matter will be forwarded to the Police of the Czech Republic. In such a case, Zásilkovna is ready to provide full cooperation, including the provision of camera footage. If it is proven that the loss occurred during shipping, an amount equivalent to the value of the parcel will be paid to the sender and this amount will then be recovered from the offender together with other costs.