FAQ
Q: What is the delivery time?
A: The maximum delivery time is 7-10 working days (excl. weekends and public holidays) but we always do our best to deliver all orders asap. However, please note that we don't offer express deliveries and won't be able to assist with such requests.
Q: What are the maximum dimensions and weight of a package?
A: We are able to ship goods with virtually any dimensions and weight. However, larger/heavier shipments are calculated individually.
Q: Can I use your service to ship large appliances such as washing machines or dishwashers?
A: Yes, you can. However, please note that all appliances over 30kg should be delivered on a pallet, as we won't be able to transport heavier items that are not secured on a pallet. In case such an appliance is not delivered to us on a pallet, we will use our own pallet. If a suitable pallet is not available in our warehouse, the package will be rejected.
Q: What is the maximum weight of goods to be shipped with shipmybox.eu?
A: The maximum weight of non-palletised goods is 30kg per package and for palletised goods - 1000kg per pallet.
Q: Can we combine several customer shipments into one?
A: No, it is not possible. We do not consolidate customer shipments. Every single package is processed separately, even if parcels are received at the same time.
Q: Can I deliver my package to your depot in person?
A: No, it is not possible. We don't accept deliveries from private individuals for security reasons. A package can be only accepted if it is shipped via courier service or mail.
Q: My supplier requires proof of delivery upon delivery of my parcel to your warehouse. Can you assist?
A: We can only sign for the delivery if it is delivered by a courier company or mail service. They require an electronic signature upon delivery and our warehouse representative signs for the delivery once the parcel is accepted. However, we won't sign any other documents such as delivery notes, CMRs, etc.
Q: What are the opening hours of your depot? During what time period can parcels be delivered there?
A: Our warehouse is open from 8am till 4pm (8:00-16:00) and parcels can be delivered only during this time.
Q: My package hasn't been accepted by your depot. Why? What now?
There are mainly two possible reasons. The package will not be accepted if:
1. It doesn't include your unique Customer ID (you can find it in My account/account confirmation e-mail).
2. The packaging is damaged. We cannot accept liability for the damage caused by third parties.
In such cases, please contact your supplier.
Q: Can you check why my parcel was rejected?
A: As mentioned above, parcels are not accepted if the unique Customer ID is not included on the shipping label or if the packaging is damaged. If you would like us to check the particular parcel, we can check CCTV and/or photos taken by the warehouse personnel to see the reason why the parcel was has been rejected. If you wish to use the service, an administrative fee of €15 excl. VAT will be applicable.
Q: What if I don't pay for my parcel?
A: If the shipping fee is not received within 30 days from the day when the parcel was received in our warehouse, it will be disposed of without prior notice.
Q: How can I contact you?
A: You can contact us via web widget, contact form, or e-mail. We don't offer Customer Support via phone. We reply to all e-mails within 1-2 working days.
Q: My supplier is requesting a phone number for the courier company. What phone number can I provide to suppliers/retailers?
A: You can always provide your phone number but if a Polish phone number is required, please use 123141787.
Q: How can I pay?
A: We accept payments via PayPal (via PayPal account or credit/debit card).
Q: Do you offer other payment methods?
A: No, there are no other payment methods available.
Q: How can I track my package?
A: We do not offer shipment tracking. The current status of the shipment is available in the customer's account on our website. All shipments are delivered within 7-10 working days. We do not offer status updates by e-mail and won't be able to answer requests about the status of a particular shipment.
Q: On which days do you ship packages?
A: Packages are shipped several times per week.
Q: Is my package insured?
A: Yes. All shipments are subject to insurance pursuant to the requirements of the CMR Convention.
Q: Do you also offer pallet shipments?
A: Yes, we accept pallet shipments too. However, please note that we use standard vans for deliveries (without tail lift) and the customer is responsible for unloading pallet shipments.
Q: Is it possible to ship a package from Malta to Poland?
A: No, we only ship packages from Poland to Malta.
Q: What time do you deliver?
A: The default delivery service selected is "8-20 working days" which means that parcels will be delivered on a working day anytime between 8am and 8pm. Other delivery options are available at a surcharge.
Q: Do you offer evening delivery?
A: Yes, we do offer evening delivery at a surcharge. You can select this delivery option (18-21 working days) in your account, after you log in. However, any changes you make in your account, will apply only to future shipments.
Q: Do you deliver on Saturdays?
A: Yes, we do offer this service at a surcharge. You can select this delivery option in your account, after you log in. However, any changes you make in your account, will apply only to future shipments.
Q: Can you deliver to higher floors?
A: As per industry standard, we deliver to first step (ground floor) and we cannot deliver the goods to higher floors.
Q: Will the courier call me before delivery?
A: Yes, the courier always calls before delivery.
Q: Can I collect my package when it arrives?
A: No, it is not possible. All packages are delivered to the customers' door. We don't offer collection.
Q: Can I change my delivery address?
A: You can edit your delivery address in your account. However, it is not possible to deliver your parcel to a different delivery address if it is already in transit (received and added to our system). The address change will be only applicable for your future parcels (before they are received in our warehouse). If you wish to redirect your parcel which is in in transit, an administrative fee of €20 excl. VAT will be applicable.
Q: Can you send back my parcel?
A: If the parcel hasn't been delivered to our warehouse, you can contact the sender or the courier company and instruct them not to deliver the parcel. If the parcel has been already delivered to our warehouse, you will have to order the courier to collect it from us and deliver to the required address. If you wish to use this service, an administrative fee of €15 excl. VAT will be applicable. Once the service is paid for, please send us the shipping label. We will print the label and we'll attach it to the parcel. It will be released to the courier.
