Frequently Asked Questions for Packet Plus

How can I track my Packet Plus?

You can track your parcel with the barcode number of your parcel on our track & trace tool.

What is a tracking ID?

A tracking ID is a unique parcel number. For Packet Plus this is the barcode number which is equal to the Registered Mail item number.

Where can I find my tracking ID?

Your online shop will send you a tracking ID and Track & Trace link with the order confirmation when your order is shipped.

Why is my tracking ID not working?

In case your tracking ID is not working, please contact your online shop.

What is the delivery time for my Packet Plus?

The average delivery times from Europe are 4-7 days to the European Union, 7-10 days to Rest of Europe, 7-12 days to Rest of World. Averages delivery times per country are available at link. Delivery times are averages and not guaranteed.

Why is my parcel not moving forward?

Delivery time delays can be due to a.o. weather incidents, customs or backlogs. In case your parcel has not arrived within 10 days after the expected delivery time, please contact your online shop. Your online shop can start an investigation for lost items.

Why is customs holding my parcel for so long?

Packet Plus shipments must be custom cleared. Customs clearance process times differ from country to country and cannot be influenced by Deutsche Post.
For parcels sent outside of the European Union duties and taxes may be due. Customs may hold your shipment because they require more information, in which case they will contact you.

Why is my parcel not yet delivered?

Delivery time delays can be due to a.o. weather incidents, customs or backlogs. In case your parcel has not arrived within 10 days after the expected delivery time, please contact your online shop. Resolution depends on your buying conditions.
Your online shop can start an investigation for lost parcels with Deutsche Post.

Can you change the delivery day or delivery time?

You cannot change the delivery day or delivery time for Packet Plus shipments.

Can you change my address?

You cannot change the delivery address for Packet Plus shipments.

Can I pick up my parcel from your facility?

Packet Plus shipments will be delivered at home. In case you are not at home a notice will be left to pick up the parcel at the post office or to request a re-delivery (depending on country).

What can I do if my parcel is damaged?

In case your parcel is damaged, please contact your online shop. Resolution depends on your buying conditions. Your online shop can claim the damaged parcel with Deutsche Post.

What can I do when my parcel is not delivered?

In case your parcel is not delivered, please contact your online shop. Resolution depends on your buying conditions. Your online shop can claim the lost parcel with Deutsche Post.

What are the duties and taxes?

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value Added Taxes (VAT) are usually levied  in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country duties and taxes are settled with the post office or the customs office.

Why is there a brokerage fee?

Customs brokerage involves the "clearing" of goods through customs barriers for importers and exporters. This involves the preparation of customs documents and/or electronic submissions, the calculation and payment of taxes, duties and excises, and facilitating communication between government authorities and importers and exporters. The brokerage fee is charged for the activities of the Customs broker. However, for most countries Packet Plus will be cleared through postal clearance and no brokerage fees fees will be charged.

My Packet Plus tracking displays the status "Submitted". What does it mean?

The status "submitted" means that the online shop has submitted your shipment data to the Deutsche Post Customer Portal and that your parcel is ready to be shipped.

Does Packet Plus provide end to end tracking

Packet Plus provides milestone tracking with delivery confirmation in key countries. Shipments to other destinations will be trackable until arrival at destination country.
You can track through the postal system of Deutsche Post with the barcode number that the online shop provided.