Frequently asked questions

Do you have a question that is not in the f.a.q.? Please do not hesitate to contact us, or ask a question using the live chat option.

General

Is there a minimum amount of shipments that I need to send to be able to use Parcel International?

No, you can use our service even if you have only one shipment.

I have a contract with a carrier can I still use the same carrier?

Yes, you can. The same chauffeur will still come to pick up your shipment, the only difference is that you save money using our booking tool.

Is it true that there are no subscription costs?

Yes, Parcel International works on the concept that you, the customer, only pays for the shipments that you booked. You pay no monthly fees for using our system!

Is there an overall overview of all my shipments?

Yes, when logging in to your account you can click on show all shipments which will give you an overview of all your current shipments. We also offer a tool within the system which can generate an overview in excel of all the bookings done within a certain time period.

Is it possible to integrate the system through ERP or WMS?

Yes, this is possible. Please contact our service team and they will provide you with the information.

What are the benefits of using Parcel International?

If you are a customer Parcel International, you have one portal to send and manage all your shipments, from document to container, road freight, airfreight, rail- and sea freight. In this portal, you can easily compare prices, create a booking and track your shipments. To become a customer, we do not ask for a subscription fee. You only pay for the shipments sent using Parcel International. Through us, you gain insight into the different carriers. That way you can always book with the carrier that best suits your needs, whether it be price, service or delivery time. And should the unlikely event occur that something does not quite go according to plan with your shipment or you have questions about a booking or payment, please contact our service team via email, chat or phone.

What methods of payment are available?

You can choose several payment methods at Parcel International. When you register as a company, we will send you an invoice on a weekly basis. It is also possible to allow us to automatically collect from your bank account. Other payment options are Ideal, Paypal and credit card.

Shipping

Which carriers can i use?

Through Parcel International you can use several carriers. We offer services of several well-known express carriers like TNT, FedEx, UPS and DPD. In addition we also have several road freight carriers, airfreight and sea freight carriers for all of your larger shipments.

Which services are available in the booking tool?

The booking tool offers several services. Depending on your wishes you can choose for a time critical service (delivery at 9:00, 12:00 or 18:00) or an economy service.

Can I also import shipments?

Yes, you can both import and export shipments through the booking system of Parcel International.

How many shipments can I send each day?

You can send an unlimited number of shipments each day. This may include shipments with different carriers and to and from different addresses.

How does the track and trace work?

When you have made a booking you can use the show all shipments page to have an overview of all your shipments. By clicking on the shipment and clicking on the track and trace button on the right, you immediately see every update available for that shipment. Track and trace is available for all the carriers.

What do I do when my shipment is missing?
When your shipment is missing we will have to start a tracer inquiry with the carrier. You will have to send us the following information:
The track and trace number;
A description of the contents of the shipment;
A commercial invoice which states the purchasing value of the goods;
A commercial invoice which states the sales value of the goods;
A tracer inquiry will take approximately 8 working days. When your shipment can not be found we can start a claim for the loss of the shipment. You will have to inform us that you want to file a claim within five working days.
Can I send dangerous goods?

Yes, but you will have to notify us before booking the shipment as we will have to find a suitable carrier. Always contact the service team if you have a shipment with dangerous goods.

What documentation do I need when I have an International shipment?

If you have a shipment within the EU you do not need any additional documentation. If you have booked a shipment that has a destination outside of the EU, you will have to provide a commercial invoice. 

Why do I need a commercial invoice?

The commercial invoice is needed for shipments that have a destination outside of the EU. Customs uses this document for the clearance of your shipment. Customs will not allow a shipment without an invoice to enter the country. The invoice is mandatory for shipments outside of the EU and shipments to Islands. The invoice is not mandatory for shipments within the EU or for documents.

Can I address my shipment to a P.O. box?

Express carriers will not deliver to a P.O. box, they deliver exclusively to a home or work address.

What information is needed on a commercial invoice?

On the commercial invoice the customs can read exactly what it is you are shipping and what the value is of the goods. Always use a minimal value of 1 to 5 Euros, even if the goods have no commercial value. On the invoice you have to give a description of the goods in English, the quantity and value per product. If you create your own invoice please note that you also provide the full address and contact details of the receiver and sender.  If you have a VAT number and want to use it, be sure to fill it in on the invoice.

Our system also provides a pre-made commercial invoice for each shipment. Go to ‘Show all Shipments’. Click on your shipment and click on the blue ‘invoice’ button to the right.  A new window will open. Fill in the invoice and save it on your computer. Print out five copies of the invoice and attach this to the outside of your shipment. Make sure that the customs can easily find the documentation.

System

How do I book a shipment?

Make sure you are logged in under your account and click on Add shipment. A new window will open in which you can create the booking. Fill in the reference so that you can recognize the booking you are creating. Choose if you want to export or import a shipment. When you have made your choice, fill in the address of the sender and or receiver, it is important to note that if the address differs from the standard shipping address you will have to change this. When the address details have been filled in, you can enter the shipment details. Check your booking and click on calculate price. A pop-up window will appear which will show the available services and prices. Select the service that you want and click on GO.

I have booked a shipment, where can I find the label?

When the booking has been created, a new window will open with the label. If you accidently close the window or if the label is not shown, you can find the label by clicking on show all shipments. Go to ‘home’ and click on ‘show all shipments’, you will be shown an overview of all your active shipments. Click on the barcode symbol on the left side of the shipment to print out the label.

What are the maximum dimensions that I can send?

We advise you that if you use the system to book a shipment to make sure that the girth does not exceed 330 cm. You can calculate this in the following way: (length) + (2 x width) + (2 x height). If you have a shipment that exceeds this, do not worry. Please contact our service team and we will be able to help you.

I need a commercial invoice, where can I find this?

A commercial invoice needs to be drafted in a certain way, that’s why we have decided to create a commercial invoice for our customers for every shipment that has been booked. The commercial invoice can be found when you click on show all shipments. Click on the shipment for which you need the invoice and click on the invoice button on the right side of the screen. A new window will open with the invoice. Please note that some of the fields still need to be filled in by you.

I have made a booking, can I still change this?

Sadly you can’t make any changes to a booking when it has been communicated to the carrier. You will have to delete the shipment and create a new booking. If you are unsure if your shipment has been communicated to the carrier please contact our service team.

I see an error message, what now?

Most of the error messages you see are because the postal code / city combination is wrong. Please contact our service team if you need help finding the correct information or need help fixing the error message.

Insurance

Is my shipment always insured?

No, if you have not chosen to insure the shipment when you made the booking, the shipment is not insured.

How can I insure my shipments?

You can insure your shipments. You will have to click on yes, next to insurance, and also fill in the value of the goods when you create the booking. The costs of the insurance are not shown when you create the booking. The insurance will be billed after the shipment has been made. The costs of insurance are 1,1% of the value of the shipment with a minimum of 5 Euro.

Finance

How can I dispute my invoice?

Questions or disputes regarding an invoice can be send trough the online dispute form. This should be done within the complaint period of 10 days.