Contact us
Answers to the most frequently asked questions
My shipment was "delivered", but I don't see it on my account
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
The sender did not provide my ID or name on the shipment
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
How and when will I pay you?
If you would like to speed up the shipment or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How do I fill in the delivery address in an e-shop?
If it is not possible to enter eg Mailboxde.com GmbH with a dot or the legal form GmbH, it is possible to shorten the name to eg Mailboxde.com or Mailboxdecom GmbH.
Some information may be entered in Adresszusatz (additional address information), Adresse 2, and similar address completion fields. If it is not possible to enter the address, please contact the sender. Sometimes you can learn from online forums, where users discuss similar issues with a particular merchant.
What goods do you not accept?
- v) Shipments from countries outside the EU,
x) Out-sized and pallet shipments
(max. dimensions: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg).
z) Shipments which have not been paid for properly.
p) Substances belonging to ADR category (dangerous items, which cause flammability, corrosivity or explosivity, and items whose transport can endanger the safety of persons, property and the environment) including all types of garbage.
q) Items subject to excise tax, alcohol (spirits, wine, beer, cigarettes, tobacco, mineral oils, light fuel oils, fuel etc.).
ap) TVs over 21 inches, LCDs over 21 inches, packaged furniture above 15 kg, subwoofers and speakers over 5 kg, toilet bowls, sinks, mirrors, white goods over 5 kg (especially kitchen appliances, washing machines, refrigerators, cooker hoods, hobs, ovens etc.), bumpers, spoilers, car fenders, car exhausts, large car parts, bicycles (except children's bikes).
I want to send a shipment today, when should I confirm it?
12:00 - Deutsche Post (Weltpaket, Small Package)
12:00 - GLS
13:00 - UPS
14:00 - Czech Post
Shipments are not dispatched on non-working days in Saxony (DE).
Will you inform me about the incoming shipment?
Should I contact you in advance about my shipment?
How and when do I pay you?
If you would like to speed up the shipment or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How do I fill in the delivery address in an e-shop?
If it is not possible to enter eg Mailboxde.com GmbH with a dot or the legal form GmbH, it is possible to shorten the name to eg. Mailboxde.com or Mailboxdecom GmbH.
Some information may be entered in Adresszusatz (additional address information), Adresse 2, and similar address completion fields. If it is not possible to enter the address, please contact the sender. Sometimes you can learn from online forums, where users discuss similar issues with a particular merchant.
What goods do you not accept?
- v) Shipments from countries outside the EU,
x) Out-sized and pallet shipments
(max. dimensions: 1 x length + 2 x width + 2 x height < 300 cm, max. weight: 30 kg).
z) Shipments which have not been paid for properly.
p) Substances belonging to ADR category (dangerous items, which cause flammability, corrosivity or explosivity, and items whose transport can endanger the safety of persons, property and the environment) including all types of garbage.
q) Items subject to excise tax, alcohol (spirits, wine, beer, cigarettes, tobacco, mineral oils, light fuel oils, fuel etc.).
ap) TVs over 21 inches, LCDs over 21 inches, packaged furniture above 15 kg, subwoofers and speakers over 5 kg, toilet bowls, sinks, mirrors, white goods over 5 kg (especially kitchen appliances, washing machines, refrigerators, cooker hoods, hobs, ovens etc.), bumpers, spoilers, car fenders, car exhausts, large car parts, bicycles (except children's bikes).
How long can you store my shipments?
Up to what value is the carrier responsible for shipments?
Do you accept shipments from the USA and non-EU countries (GB)?
What is the maximum possible size and weight of the shipment?
Take a look at the specific destination country in our price lists of postage or in the shipping calculator, for some countries there are limits such as 20 kg, in some cases it is possible to send a slightly heavier shipment.
How do I change my billing or shipping address?
To change your billing address, send us your new address from your email to [email protected].
Why can't I log in to my account?
You can re-set your password via the link Send me a forgotten password in the login window.
How do I change the registration email?
Where can I find my delivery address in Germany?
Should I upload in advance a Power of Attorney to receive shipments?
My shipment was "delivered", but I don't see it on my account
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
The sender did not provide my ID or name on the shipment
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
How long does it take to process a shipment?
- tracking number (Sendungsnummer),
- sender's address,
- a copy of the order or invoice or screenshot from eBay etc.
I want to send a shipment today, when should I confirm it?
12:00 - Deutsche Post (Weltpaket, Small Package)
12:00 - GLS
13:00 - UPS
14:00 - Czech Post
Shipments are not dispatched on non-working days in Saxony (DE).
What is shipment consolidation and when is it beneficial for me?
How can I combine all shipments or just some?
If you want to combine only some shipments, click on the Consolidate all shipments button and then for one of the shipments, separate from the list of combined shipments those that you do not want to combine. If you can't find this feature in your shipment list, click Ctrl + F and search for the word: "Separate".
What is automatic dispatch?
How do I set up automatic dispatch?
I can't recognize individual shipments received
What is the "Stronger Packaging" service?
How and when will I pay you?
If you would like to speed up the sending or do not always want to confirm the sending yourself manually, it is possible to subscribe to the optional service Automatic dispatch and then have sufficient credit in the account to send individual shipments.
How long does it take to top up the credit?
When will I receive a tax receipt or monthly invoice?
How do I request a credit refund?
How fast will I receive the package?
What if I won't be home at the time of delivery?
I did not receive my shipment sent from you
- Invoice or Purchase contract for goods (or confirmation from eBay etc.), a copy of the payment.
- Tracking number of the carrier or our internal shipment number.
I received a damaged or empty package
While unloading, make sure that the shipment is not damaged. If the damage is visible or something from the shipment has gone missing, fill out a report claim form together with the driver, make a copy and get in contact with us within one working day. Do not forget that the driver has to sign the report claim form. In the case that the damage is not visible when receiving the shipment (internal damage), the warranty period lasts only 3 days (this can differ, depending on the country of origin). Because of this, please send us all the warranty claims. When receiving packages by mail it is necessary to complain about the at first non-visible damage together with the damaged package within one working day (the warranty period may vary depending on your country) at the post office. Leave the package in the state in which it was delivered including the boxes and wrapping.
If you have not written a damage report or a note of the damage with the driver, please contact us as soon as possible, so that we can contact the carrier.
We will need the following documents to initiate a complaint:
- A copy of the damage report, signed by the driver or an employee of the post office.
- A photo documenting the damage and the packaging.
- Invoice or purchase contract for goods (or confirmation from eBay, etc.), a copy of the payment.
- The extent of damage/loss and a preliminary assessment of the damage.
- A suggestion on how to solve this problem or information about the repair options.
- Contact information about the seller/sender.
- In case of content loss: actual weight on delivery (consider shipment by weight).
- Tracking number of the carrier, or our internal shipment number.
How can I return a package to a sender in Germany?
Goods from eBay do not match the description
Mailboxde.com GmbH Dresdner Str. 9 02763 Zittau, Germany Tax payer No. (Steuernummer): 208/114/03661 Amtsgericht Dresden, HRB 34650 Geschäftsführer / CEO: Ondrej Krabs Postal license number: L 4376 Warehouse A (for customers with ID < 20000): Dresdner Str. 9, 02763 Zittau, Germany Warehouse B (for customers with ID > 20000): Äussere Weberstr. 57, 02763 Zittau, Germany Opening hours of the warehouse: MO - FR, 8 AM - 6 PM Technical information: We receive shipments from EU countries up to 30 kg, and maximum dimensions of L+W+H < 300 cm. Maximum size of the longest size: 240 cm. We do not accept COD shipments (Nachnahme). Supported languages: - English, Deutsch - (Czech, Slovak - use Mailboxde.cz please) - Polski (rozumiem, ale odpowiem w języku niemieckim, angielskim lub czeskim – na życzenie). Customer support: MO - FR, 8 AM - 4 PM Telephone: +49 3583 8355148 E-mail: [email protected] |
In the case of individual requests or comments which can not be resolved by our customer support, please contact the owner Ondrej Krabs ([email protected]). Warehouses Mailboxde.com GmbH |
The Service Provider hereby informs the consumer of the existence of out-of-court settlement of consumer complaints under Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (the “Regulation on consumer ODR”). Under the Regulation on consumer ODR, the European Commission established an online dispute resolution platform, which is available at http://ec.europa.eu/consumers/odr/ and may be used by the consumer for the settlement of his complaints.
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Quellenangaben für die verwendeten Bilder und Grafiken:
Fotos: Ondrej Krabs, Jan Svoboda
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