Question 1

What happens with a parcel that could not be delivered to the recipient?

Accepted Answer

Normally there are two attempts to deliver. If the recipient isn't reachable at the address, the parcel will be stored in the logistics centre for 7 days and we will wait for the recipient to contact us. The recipient can schedule delivery for another day or pick up the parcel from the logistics center. If the recipient doesn't get in touch within 7 days the parcel will be returned to the sender. There is no extra charge for returning the parcel to the sender.

Question 2

Can I use your service for shopping on an international e-commerce site?

Accepted Answer

We don't do internet shop product forwarding. If it's a regular store, you can pay for your goods in advance, choose to pick up in person and tell the shop that your items will be picked up by a courier. Please check in advance that the parcel doesn't exceed maximum weight and dimensions. If the shop personnel refuses to give your items to the courier, unfortunately, you cannot be refunded for the shipping.

Question 3

Who is delivering my package in a foreign country?

Accepted Answer

It depends on the particular courier company you chose. Please contact our customer care with your request and the parcel number IZxxxxxxxxxx and we will provide this information for you.

Question 4

Can I buy extra insurance?

Accepted Answer

Most courier companies have parcels insured at no extra cost. Please note that this standard insurance is limited and value limitations apply. If you wish to have your parcel insured for a higher value, please fill the value in the first screen of your quote. Courier companies that don't support insurance for the amount you specified will not be shown in the list of available courier providers.

Question 5

Can I ship fragile goods?

Accepted Answer

Yes, be careful about proper and secure packaging. See How to wrap your parcel properly. The parcel shall also be labelled notifying the courier driver about fragile goods. A “FRAGILE GOODS” label should be on all sides of the parcel so that everyone can immediately see that this package requires more gentle handling. We also suggest that you comply with the List of forbidden content of packages. Packages that includes content that isn't restricted from transport, but are on the list of limited responsibility, will be shipped but in case of damage, the customer has no right for a reimbursement.

Question 6

What content of a package is allowed and what content is restricted?

Accepted Answer

There aren't any restrictions on the content of packages sent nationally. International shipments are subject to individual restrictions by a particular country. Restrictions are particularly on the volume of spirit drinks, tobacco products,drugs and fuel. The sender is responsible for the content of the package. The sender should always check with customs of the designated country, whether the importing of particular goods are restricted or not (www.celnisprava.cz). International shipments might be subject to inspection and Bill of landing (CMR) might be required. If the sender can not provide CMR after we request this, the shipment might be returned to the sender.

We also suggest that you comply with the list of restricted items of packages. Shipments containing goods that are restricted from shipping but are on the List of limited responsibility can be shipped, however, in case of damage the customer has no right for reimbursement.

Question 7

The courier didn&#x27;t arrive on the scheduled day and didn&#x27;t pick up the parcel. What should I do?

Accepted Answer

Please contact us. For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (IZxxxx) ready. We will verify why the pick up didn't occur and schedule the pick up for a different day.

Question 8

The parcel was delivered damaged. How can I report a claim?

Accepted Answer

Log on in the customer's section, click on claims, then new claim and fill in the details about your damaged parcel.

Question 9

Why is your service so good?

Accepted Answer

We're offering transportation of ANY parcel, at affordable rates due to a high volume of shipments. You can choose a shipping provider based on price, delivery time and ratings, which are given by customers.

Question 10

Why should I choose to use Zaslat?

Accepted Answer

Our service is designed for retail customers as well as businesses. Most of our retail customers are individuals that spend most of their time at home and bringing packages to the post office or to a drop-off point. It's easier to fill out an order on our website and pay on-line. Then all you need to do is to prepare your parcel for shipment and give it to the courier driver, that comes to the chosen place, typically your home or your office. You can learn more about our services here What we offer.

Question 11

Why are your prices lower than when ordering a service directly with the courier?

Accepted Answer

Most courier companies can ship more packages within one order. You can specify how many parcels you need to send in the first screen of your quote. Be advised that parcels shall not be tied together. The driver will label each parcel. Please know which parcel is intended to which recipient and address so they will be delivered to the correct place.

Question 12

Is your full price list available?

Accepted Answer

We recommend using our online calculator. The system will offer you live shipping rates. We have also compiled our price list extract for shipping whithin the Czech Republic, and for shipping internationally from the Czech Republic. a shipping from abroad to the Czech Republic. Links for these price lists are available on the top right navigational panel.

Question 13

Is the price I see on the on-line calculator the final price or will some other surcharges apply?

Accepted Answer

Yes, all prices are final. Our smart algorithm calculator adds all applicable sub-charges and shows the final shipping price. You pay the shipping fee in advance on our website; You don't pay anything to the driver.

Question 14

Can I get a one-time discount on shipping?

Accepted Answer

You can get a one-time shipping discount on our Facebook profile where we often have discount coupons. Then all you need to do is fill out the discount code, from the voucher in the appropriate field, when ordering a shipment, It's in the 4th step when checking out - Order Summary, click on the button Useand the system automatically deducts your discount from the final price. If you are ordering regularly, you can become a partner, save time and also benefit from the resources available to you. You can receive more information from our Sales office.

Question 15

How can I ship a package?

Accepted Answer

Order shipping directly on our website. After filling in the details on the initial page. Where to ship from and where to ship to, its weight and dimensions. We will offer you services from various courier companies, sorted by delivery time & cost.

Choose the option that fits your preferences best. Fill in the form and pay online. On the requested day, a courier driver will come to pick up your parcel at the address specified by you. From that time you can track your shipment online, via the link that you will receive once the order has been placed. The package is delivered to the address that you have specified, or the recipient can choose to pick up the parcel from the parcel shop.

Question 16

Can I ship a parcel with Cash on Delivery (COD)?

Accepted Answer

COD parcels can be sent within the Czech Republic and to Slovakia. We currently don't support other countries. You can find the option to send a parcel with COD, in the very first step of filling out the details about your package. Cash taken by the driver when delivering your package, will be wired to your bank account with the payment identification you had requested, within a couple of days.

Question 17

Can I order shipping between two different countries, for example from Germany to Italy?

Accepted Answer

Direct shipping between two different countries will be available soon. Currently, we only support shipping from/to the Czech Republic or Slovakia.

Question 18

Can I use your service for shopping on an international e-commerce site?

Accepted Answer

We don't do internet shop product forwarding. If it's a regular store, you can pay for your goods in advance, choose to pick up in person and tell the shop that your items will be picked up by a courier. Please check in advance that the parcel doesn't exceed maximum weight and dimensions. If the shop personnel refuses to give your items to the courier, unfortunately, you cannot be refunded for the shipping.

Question 19

Can I get a delivery confirmation?

Accepted Answer

Sure, just let us know. You can just send us your request to our helpline together with your parcel number.

Question 20

Why are your prices lower than when ordering a service directly with the courier?

Accepted Answer

Most courier companies can ship more packages within one order. You can specify how many parcels you need to send in the first screen of your quote. Be advised that parcels shall not be tied together. The driver will label each parcel. Please know which parcel is intended to which recipient and address so they will be delivered to the correct place.

Question 21

Is your full price list available?

Accepted Answer

We recommend using our online calculator. The system will offer you live shipping rates. We have also compiled our price list extract for shipping whithin the Czech Republic, and for shipping internationally from the Czech Republic. a shipping from abroad to the Czech Republic. Links for these price lists are available on the top right navigational panel.

Question 22

Is the price I see on the on-line calculator the final price or will some other surcharges apply?

Accepted Answer

Yes, all prices are final. Our smart algorithm calculator adds all applicable sub-charges and shows the final shipping price. You pay the shipping fee in advance on our website; You don't pay anything to the driver.

Question 23

Can I get a one-time discount on shipping?

Accepted Answer

You can get a one-time shipping discount on our Facebook profile where we often have discount coupons. Then all you need to do is fill out the discount code, from the voucher in the appropriate field, when ordering a shipment, It's in the 4th step when checking out - Order Summary, click on the button Useand the system automatically deducts your discount from the final price. If you are ordering regularly, you can become a partner, save time and also benefit from the resources available to you. You can receive more information from our Sales office.

Question 24

How can I pay for the order? What are my payment options?

Accepted Answer

Payment for the services you have ordered are online, through GoPay payment provider. You have multiple payment options:

Credit/Debt card
online bank transfer (currently supports nine bank institutions)
standard bank transfer (reflecting your payment on our account can take up to two days)
PayPal

As soon as your payment is credited into our account, you will receive an invoice via email. As soon as we receive your payment, we have started processing your order.

Question 25

Why do I have to declare the weight and dimensions of my parcel?

Accepted Answer

The weight of the parcel is the main parameter for the calculation of the shipping cost. We need to know how much your parcel weighs so that we can offer you the best available rate. If you attempt to send a parcel that weighs more than you had declared, the driver has the right to reject the package. If the driver takes your parcel and realises the weight is different during transportation, the courier has the right to refuse further shipping and return the parcel to you. You won't be refunded. If the package has been delivered to the recipient, we have the right to bill you the price difference. The sender needs to obey maximum dimensions, otherwise, the courier company cannot process your package due to technical limitations.

Question 26

What are the weight and dimension limitations for parcels?

Accepted Answer

Each courier company has different abilities and maximum service limits. When quoting for shipping options, we only show providers that can transport a parcel with the weight and dimensions you specified.

Question 27

How can I verify that my payment has been processed?

Accepted Answer

As soon as your payment has been processed, we will send you an e-mail with the invoice and a link for tracking your shipment. After clicking on the link, there will be information about the collection of your parcel and an estimated time of delivery.

Question 28

Can I pay the driver for the shipping?

Accepted Answer

We can only process orders that have been paid for, therefore you need to pay for the shipping fee beforehand. There are multiple ways to pay for your order, in the final steps in the checkout section. We support online payments by card, Paypal, wire transfer and proforma invoice. There is no option to pay the driver.

Question 29

How can I determine the cost of shipping?

Accepted Answer

Once you have correctly entered the address details, followed by the weight, dimensions and any other services that you may require. You will then receive a list of courier options to choose from.

Question 30

Can I receive discounts if I’m placing regular orders?

Accepted Answer

If you're running an e-commerce site, you have a store, you're a business or you sell your products through a third party internet platform, we will offer you special terms and prices. You can learn more about our special offers and please submit partner quote. Or just contact us. We have a solution for everyone.

Question 31

Do you charge some extra fees?

Accepted Answer

Our prices are shown including all extra charges that courier companies charge, for example fuel and toll surcharge, home address pick up/delivery etc. Our biggest advantage over our competitors, is that all our prices are final, without any hidden fees. Surcharges are only for special services such as COD, express delivery, ID verification, additional insurance etc.

Question 32

What happens if my parcel ends up being larger or heavier than when I filled in my order?

Accepted Answer

It depends on the courier company that you chose to use. Some companies may charge you an extra shipping fee, but some may return your package without a refund.

Question 33

Can I have credit with you?

Accepted Answer

Please contact us and our sales department will provide you with information about our partnership and contract options.

Question 34

Can I track my parcel during shipment?

Accepted Answer

You will receive a link for parcel tracking and an invoice in your email as soon we have received your payment. You can also see the tracking of your parcels when logging into your Zaslat account or after entering your parcel number starting IZ on our home page. Here is also a dedicated page for parcel tracking. You can also track your shipment on the Zaslat App track your shipment.

Question 35

What does it mean to use sender/recipient address as a billing address?"

Accepted Answer

If you choose “use sender address as billing address”, the sender will receive two e-mails - One with confirmation of creating a new order and a second e-mail with an invoice and a link for tracking your parcel, when your payment has been processed. If you choose the second option, both e-mails are sent to the recipient.

Question 36

Can I choose a specific pick-up time?

Accepted Answer

There isn’t an option for choosing a specific time or period (morning, afternoon, evening). The driver’s arrival time is available no earlier than the morning of the collection day. Please contact us if you wish to know the approximate time of the driver’s arrival and we will provide this information for you. For faster identification of your shipment, please have the parcel number starting OPxxxxxxxx ready.

Question 37

Is it necessary to label the parcel with the recipients address?

Accepted Answer

The information about the sticker requirement is shown when choosing the courier company in the courier list view. When printing out a label is required, you will see either LABEL REQUIRED sign / red printer symbol or LABEL NOT REQUIRED / green printer symbol. If printing out and labelling the parcel is required, the label should be printed out with the barcode. We will send you the label in your email in pdf. Writing down the address on the parcel isn't satisfactory. If the label isn't required, the driver will label your parcel when picking it up.

Question 38

Are collection times and delivery times guaranteed?

Accepted Answer

The courier companies try their best to deliver your parcel on time, and they have a success rate of approximately 95%. Having said this, we cannot guarantee that there won't be delays during transportation, for example, weather conditions,customs,road traffic accident etc.

Having a parcel ready for shipping, properly packed, labelled (when requested), be reachable at the collection address is essential for on-time delivery. The recipient should track the package online and expect a call from the driver on the day of delivery.

When the parcel is COD (Cash on delivery) the recipient is expected to have COD cash ready for the driver.

Question 39

Will the courier driver contact me before arriving at the pickup address?

Accepted Answer

The driver usually gives you a call shortly before reaching your location or when at the location specified. If you wish to know the approximate time of your parcel's collection, please let us know, and we will get this information to you.

Question 40

The courier didn&#x27;t arrive on the scheduled day and didn&#x27;t pick up the parcel. What should I do?

Accepted Answer

Please contact us. For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (IZxxxx) ready. We will verify why the pick up didn't occur and schedule the pick up for a different day.

Question 41

What happens with a parcel that could not be delivered to the recipient?

Accepted Answer

Normally there are two attempts to deliver. If the recipient isn't reachable at the address, the parcel will be stored in the logistics centre for 7 days and we will wait for the recipient to contact us. The recipient can schedule delivery for another day or pick up the parcel from the logistics center. If the recipient doesn't get in touch within 7 days the parcel will be returned to the sender. There is no extra charge for returning the parcel to the sender.

Question 42

Can I drop off the parcel in person?

Accepted Answer

You can drop off your package, either at the logistics centre or, at one of the of the many parcel shops. Please check out our Parcel shop map or contact us and we will find the nearest parcel shop to your place of residency.

Question 43

What&#x27;s the process of collection / delivering a parcel?

Accepted Answer

A courier arrives at the address you specified in your order. They will come to the front of your building and take/pass on your parcel.

Please be advised that courier companies cannot deliver to P.O. boxes and undertaking a parcel must be confirmed by a signature, of the person at the pickup address.

Question 44

What happens if my parcel ends up being larger or heavier than when I filled in my order?

Accepted Answer

It depends on the courier company that you chose to use. Some companies may charge you an extra shipping fee, but some may return your package without a refund.

Question 45

Can I track my parcel during shipment?

Accepted Answer

You will receive a link for parcel tracking and an invoice in your email as soon we have received your payment. You can also see the tracking of your parcels when logging into your Zaslat account or after entering your parcel number starting IZ on our home page. Here is also a dedicated page for parcel tracking. You can also track your shipment on the Zaslat App track your shipment.

Question 46

Are collection times and delivery times guaranteed?

Accepted Answer

The courier companies try their best to deliver your parcel on time, and they have a success rate of approximately 95%. Having said this, we cannot guarantee that there won't be delays during transportation, for example, weather conditions,customs,road traffic accident etc.

Having a parcel ready for shipping, properly packed, labelled (when requested), be reachable at the collection address is essential for on-time delivery. The recipient should track the package online and expect a call from the driver on the day of delivery.

When the parcel is COD (Cash on delivery) the recipient is expected to have COD cash ready for the driver.

Question 47

What happens if the driver couldn&#x27;t reach the recipient for delivery?

Accepted Answer

If the first attempt was unsuccessful, another delivery attempt is arranged with the recipient. If the second attempt was unsuccessful or the recipient isn't reachable, the parcel is then stored in the logistics centre for one week and the recipient is expected to call us for rescheduling another delivery attempt. If the recipient fails to get in touch within a week, the parcel is sent back to the sender.

Question 48

Why am I supposed to give you the recipients phone number and email address?

Accepted Answer

The courier driver may need to be in communication with the recipient, on the day of delivery, givng information about delivery time period. If the recipient isn't reachable by phone, the information is sent via email.

Question 49

What&#x27;s the process of collection / delivering a parcel?

Accepted Answer

A courier arrives at the address you specified in your order. They will come to the front of your building and take/pass on your parcel.

Please be advised that courier companies cannot deliver to P.O. boxes and undertaking a parcel must be confirmed by a signature, of the person at the pickup address.

Question 50

Can I get a delivery confirmation?

Accepted Answer

Sure, just let us know. You can just send us your request to our helpline together with your parcel number.

Question 51

How can I verify that my payment has been processed?

Accepted Answer

As soon as your payment has been processed, we will send you an e-mail with the invoice and a link for tracking your shipment. After clicking on the link, there will be information about the collection of your parcel and an estimated time of delivery.

Question 52

What happens if my parcel ends up being larger or heavier than when I filled in my order?

Accepted Answer

It depends on the courier company that you chose to use. Some companies may charge you an extra shipping fee, but some may return your package without a refund.

Question 53

Do I need to print out a label?

Accepted Answer

If the system indicates that printing out a label is required, you need to print out the label directly from the order: Click on options, ‘print label’. The label from our system does not only have addresses, but it also includes a barcode, that is important for shipping. For our partners who send consignments through zaslat.cz with regular collection, it is necessary to print out labels for most courier companies.

Question 54

Do you charge some extra fees?

Accepted Answer

Our prices are shown including all extra charges that courier companies charge, for example fuel and toll surcharge, home address pick up/delivery etc. Our biggest advantage over our competitors, is that all our prices are final, without any hidden fees. Surcharges are only for special services such as COD, express delivery, ID verification, additional insurance etc.

Question 55

Can I ship car tyres together with rims?

Accepted Answer

Yes, however, each tyre on a disc has to be ordered as a separate package, when making a shipping order. Each tyre should be wrapped in industrial cling film so that the driver can stick a label on it.

If you are sending only tyres without rims, you can divide four tyres into two packages with two tyres in each. Please tighten the two tires together with industrial cling film properly.

Question 56

Can I use your service for shopping on an international e-commerce site?

Accepted Answer

We don't do internet shop product forwarding. If it's a regular store, you can pay for your goods in advance, choose to pick up in person and tell the shop that your items will be picked up by a courier. Please check in advance that the parcel doesn't exceed maximum weight and dimensions. If the shop personnel refuses to give your items to the courier, unfortunately, you cannot be refunded for the shipping.

Question 57

How can I determine my parcel&#x27;s weight if I have no scales?

Accepted Answer

If you have no scales, you can still estimate your parcel's weight. If it's a small package, you can compare the weight to a bottle of water or to a bag of flour, for example. If it's a larger parcel, you can step on a personal body scale, with the package and substitute your weight form the total weight.

Question 58

Can I order shipping between two different countries, for example from Germany to Italy?

Accepted Answer

Direct shipping between two different countries will be available soon. Currently, we only support shipping from/to the Czech Republic or Slovakia.

Question 59

I entered all parameters about my parcel and there is no courier service displayed.

Accepted Answer

This means that no courier company from our network is able to transport your parcel. The weight or dimensions of your parcel may exceed limitations, particularly for international shipments. Try to split your shipment into several parcels and put information about your packages in aNew quote.

Question 60

How can I determine the cost of shipping?

Accepted Answer

Once you have correctly entered the address details, followed by the weight, dimensions and any other services that you may require. You will then receive a list of courier options to choose from.

Question 61

Can I use a fully paying address that is different to the senders address?

Accepted Answer

This can be done in the second to last step of the checkout - Order summary. Above the “Order details” click on “Edit billing address”. After clicking here, a table will be shown in which you can fill in your required billing address.

Question 62

What does it mean to use sender/recipient address as a billing address?"

Accepted Answer

If you choose “use sender address as billing address”, the sender will receive two e-mails - One with confirmation of creating a new order and a second e-mail with an invoice and a link for tracking your parcel, when your payment has been processed. If you choose the second option, both e-mails are sent to the recipient.

Question 63

Can I pay the driver for the shipping?

Accepted Answer

We can only process orders that have been paid for, therefore you need to pay for the shipping fee beforehand. There are multiple ways to pay for your order, in the final steps in the checkout section. We support online payments by card, Paypal, wire transfer and proforma invoice. There is no option to pay the driver.

Question 64

How can I ship a package?

Accepted Answer

Order shipping directly on our website. After filling in the details on the initial page. Where to ship from and where to ship to, its weight and dimensions. We will offer you services from various courier companies, sorted by delivery time & cost.

Choose the option that fits your preferences best. Fill in the form and pay online. On the requested day, a courier driver will come to pick up your parcel at the address specified by you. From that time you can track your shipment online, via the link that you will receive once the order has been placed. The package is delivered to the address that you have specified, or the recipient can choose to pick up the parcel from the parcel shop.

SHIPPING SERVICE

FOR BUSINESSES

CARRIES

DOMESTIC

INTERNATIONAL

FROM ABROAD

SHIPPING SERVICE

FOR BUSINESSES

CARRIES

DOMESTIC

INTERNATIONAL

FROM ABROAD

FAQ - Frequently Asked Questions

International Transport

Insurance and Claims

General Questions

Cost and Payments

My Account

Collection of Parcel

Delivery of Parcel

Ordering

Business Customers

Content and wrapping of Package

Custom clearence

About the service

Pricelists

About Zaslat

Operator