Question 1

How do I send a parcel?

Accepted Answer

To send a parcel, create an account on our website topparcel.com, enter the sender’s and recipient’s addresses, add the parcel weight and dimensions, and choose an available service and pickup or drop-off option. A customs declaration is required only when customs rules apply, for example for goods not in free circulation in the EU, restricted or commercial goods, shipments crossing a customs border, or certain special territories. Goods in free circulation moving between EU member states normally do not require a customs declaration. After payment, download the shipping labels from your account or email and attach them securely to the parcel. If courier pickup is selected, collection normally takes place on the chosen business day between 09:00 and 17:00.

Question 2

Do I need a printer?

Accepted Answer

A printer is required to print the label and documents. The need for a printer is indicated at the beginning when choosing the tariff. Please print all necessary documents and attach them to the parcel. If you do not have a printer, you can use any printing point in your city or a printing service. The courier will not be able to pick up the parcel without a label.

Question 3

I don't understand how to arrange the shipment of the parcel

Accepted Answer

Please use the instructions at the link INSTRUCTIONS ENG

Question 4

What guarantees do you offer?

Accepted Answer

Topparcel is an officially registered company with several branches worldwide. You can find information about the company here, and you can also verify the company's data in any independent source. Our company has been cooperating with the best courier companies with official contracts for over 10 years. Every parcel sent through our service is tracked. All sent parcels have standard insurance, and you can choose additional insurance that will cover 100% of the value of your parcel in the event of an insurance claim.

Question 5

What are the main benefits of using fulfilment services?

Accepted Answer

Fulfilment services allow businesses to save time and reduce operational costs by outsourcing logistics, storage, and shipping. It provides flexibility and scalability, especially during peak periods, allowing businesses to focus on growth without the need to manage logistics in-house.

Question 6

How much does pallet storage cost?

Accepted Answer

Pricing depends on the size and number of pallets. Contact us for a personalised quote.

Question 7

Should I weigh the goods or the whole parcel?

Accepted Answer

Weigh the complete packed parcel, including the box and protective materials. Dimensional weight: why a light parcel can cost more

Question 8

Does the divisor 5000 always apply?

Accepted Answer

No. The divisor, rounding and application rules depend on the carrier and service. It is an example here. Dimensional weight: why a light parcel can cost more

Question 9

Will a smaller box definitely reduce the price?

Accepted Answer

Not necessarily. Other conditions also affect the price. Request a new quote with the actual new dimensions. Dimensional weight: why a light parcel can cost more

Question 10

Do I need to pay any additional fees?

Accepted Answer

Additional charges may apply depending on the route, goods and selected service, including carrier surcharges, import VAT, customs duty or clearance fees. The quote and checkout show charges collected by Topparcel. Import charges may be collected separately from the sender or recipient according to the service and customs terms. Check the destination country’s official customs guidance before sending.

Question 11

How can I find out the shipping cost? What is the price per kg?

Accepted Answer

There is no fixed price per kilogram. Use the calculator to enter the origin, destination, postcodes, packed weight and dimensions. The quote shows available services and their current prices. Pickup or drop-off options depend on the route and carrier; check what the selected service includes before booking.

Question 12

I don't know the weight and dimensions of the parcel, what should I do?

Accepted Answer

Weight and dimensions are very important for accurately calculating the shipping cost. Incorrect weight and dimensions can lead to delays and additional charges. Therefore, we strongly recommend accurately measuring and weighing the parcel. When measuring the parcel, you must take into account all protruding parts. If, upon inspection, the weight and dimensions differ from those declared, an additional invoice will be issued.

Question 13

What is volumetric weight and how does it affect the shipping cost?

Accepted Answer

Volumetric weight is a calculated weight that takes into account the dimensions of the parcel. It is important for large but light parcels. Courier services use volumetric weight to determine how much space the parcel will occupy in the transport compartment and to calculate the shipping cost accordingly. The shipping cost depends on which weight is greater: physical or volumetric. If the volumetric weight is greater, you pay for the shipping based on it. Volumetric weight is calculated as follows: multiply the length, width, and height of the parcel (in centimeters) and divide by a coefficient (e.g., 5000). For example, a parcel measuring 40 x 40 x 40 cm and weighing 10 kg will have a volumetric weight of (40 x 40 x 40) / 5000 = 12.8 kg.

Question 14

How can I pay an additional invoice for a parcel?

Accepted Answer

To pay an additional invoice, you need to log into your account and then go to the Parcels section. In this section, next to the corresponding parcel, you will see the amount to be paid and a button to pay.

Question 15

Can I store my inventory long-term in your warehouses?

Accepted Answer

Yes, we provide both short-term and long-term storage solutions. Whether you're storing seasonal items or large stock volumes, our facilities in Milan, Leipzig, Ipswich, and Alicante offer secure, flexible storage options.

Question 16

I want to send a parcel, but there is no warehouse in my city!

Accepted Answer

The absence of a warehouse in your city is not a problem. Couriers can pick up the parcel at any address in the countries where our service operates. The full list of countries is available in our calculator on the main page of the website.

Question 17

The courier did not arrive, what should I do?

Accepted Answer

Unfortunately, this sometimes happens due to the courier's workload or the inaccessibility of the address. It can also be due to an incorrect name on the intercom, the absence of a door code, and other factors. We can reschedule the courier pickup to the nearest available day or, if you cannot wait, you can take the parcel to the nearest drop-off point. Write to us in the website chat, and we will help you resolve the issue.

Question 18

What time will the courier arrive? Can I choose the courier's arrival time?

Accepted Answer

Unfortunately, we cannot provide an exact time for the courier's arrival as this is technically impossible. The courier's arrival time depends on the courier's workload, city traffic, and other factors. If you don't have time to wait for the courier, you can drop off the parcel at the nearest drop-off point (you can check the addresses of available drop-off points in the website chat).

Question 19

Can I change the pickup and/or delivery address?

Accepted Answer

Changing the pickup or delivery address of a parcel after processing is only available in exceptional cases. If you need to change the address or recipient, please contact the chat on the website.

Question 20

When will my parcel be collected?

Accepted Answer

Your parcel will be collected by the courier on the selected day during business hours from 9:00 am to 5:00 pm. If the courier came to the address and did not find you at home, please contact us to reschedule the courier pickup to the next convenient day for you. You can also bring the processed parcel to the drop-off point and not wait for the courier. You can check the list of available drop-off points in the chat on our website.

Question 21

Can I track my pallets while they are in storage?

Accepted Answer

Yes, we provide regular updates on the status of your pallets.

Question 22

How can I track my parcel?

Accepted Answer

After processing the parcel, you will receive a tracking number. You can track the parcel on the Tracking page of our website.

Question 23

Why isn't my tracking number working?

Accepted Answer

Tracking begins to work when the parcel is scanned by the courier service (depending on the courier service, this can take from a few hours to several days). You can always find the parcel's tracking number in your account in the Parcels section in the Track column.

Question 24

My parcel's tracking has not been updated for a long time, is my parcel stuck?

Accepted Answer

Parcel tracking is updated when the parcel passes through a checkpoint or sorting point. If you notice that tracking has not been updated for a long time, your parcel is likely in transit. Tracking will be updated when the parcel passes through a checkpoint.

Question 25

Why don't you notify me about the "Pending" status?

Accepted Answer

A notification about the "Pending" status is sent to the email with which the account is registered. Sometimes these emails can end up in the Spam folder. As soon as the "Pending" status is removed (e.g., payment for the size difference is received), the parcel is immediately sent on its way.

Question 26

Why does my parcel have the status "Pending"?

Accepted Answer

A parcel can receive this status in several cases: If upon inspection, the actual weight and size of the parcel exceed those indicated during processing If the parcel is severely damaged and requires repackaging If the parcel contains prohibited items If there are not enough documents You can always find out the reason for the status in your account. If you have any questions, you can ask them in the chat on the website.

Question 27

When will my parcel be delivered?

Accepted Answer

Delivery time varies for each country and also depends on many factors: shipping method, type of delivery, customs clearance speed, season. You can see the approximate delivery times for each tariff in the calculator.

Question 28

Does every sender need a DDS under EUDR?

Accepted Answer

No. A DDS is a Due Diligence Statement under the EUDR, not a standard customs declaration. Whether it needs to be submitted depends on the product and the company's role in the supply chain. Primary operators usually submit a DDS; qualifying micro and small primary operators may use a simplified declaration. Downstream operators and traders do not submit a new DDS for products that have already undergone due diligence upstream. The first buyer from a primary operator retains the DDS number or simplified declaration identifier.

Question 29

Do you handle product returns?

Accepted Answer

Yes, we manage returns liquidation and disposal services. We ensure that returned products are processed and disposed of according to your needs, offering comprehensive fulfilment support, including reverse logistics.

Question 30

What security measures do you have?

Accepted Answer

Our facilities feature 24/7 video surveillance and restricted access, ensuring the security of your goods.

Question 31

Can the contents be described simply as a gift?

Accepted Answer

No. That is the reason for sending, not a product description. State what is inside, including relevant characteristics. Shipping restrictions: what to check before packing

Question 32

Will a courier always accept a product sold freely in shops?

Accepted Answer

No. Selling a product and transporting it are different matters. Acceptance depends on the goods, route and service. Shipping restrictions: what to check before packing

Question 33

Does a small quantity remove restrictions?

Accepted Answer

Not automatically. Even a single item must meet the applicable rules and the selected carrier’s conditions. Shipping restrictions: what to check before packing

Question 34

Can a gift be valued at zero?

Accepted Answer

No sale does not mean zero value. Use a supported valuation. Commercial invoice: what to prepare for customs

Question 35

Does a shipping label replace the invoice?

Accepted Answer

Not automatically. Check the documents required for the route. Commercial invoice: what to prepare for customs

Question 36

Are paper copies always needed?

Accepted Answer

It depends on the country and service; confirm electronic submission options. Commercial invoice: what to prepare for customs

Question 37

Can I copy the seller’s code?

Accepted Answer

Use it as a starting point, then check the product characteristics and destination requirements. Commodity codes: where to look and what to check

Question 38

Does the code affect only duty?

Accepted Answer

No. Classification also connects to restrictions and document requirements. Commodity codes: where to look and what to check

Question 39

Is a TARIC search a binding decision?

Accepted Answer

No. Customs authorities issue BTI decisions separately. Commodity codes: where to look and what to check

Question 40

Is the seller’s country the origin?

Accepted Answer

Not necessarily. A seller may resell imported goods. Goods origin: why the dispatch country may be different

Question 41

Does repacking change origin?

Accepted Answer

Do not assume it does. The product’s applicable origin rules determine the outcome. Goods origin: why the dispatch country may be different

Question 42

Does every shipment from a partner country qualify?

Accepted Answer

No. The goods must meet the agreement’s origin and evidence requirements. Goods origin: why the dispatch country may be different

Question 43

Does every private recipient need EORI?

Accepted Answer

No. The obligation depends on legislation and the operation, not simply on receiving a parcel. EORI: who needs an EU customs identification number?

Question 44

Is a separate number needed in each EU country?

Accepted Answer

A person can have only one valid EORI at a time for use in the EU. EORI: who needs an EU customs identification number?

Question 45

Does EORI prove VAT was paid?

Accepted Answer

No. It identifies customs participants; it is not proof of payment. EORI: who needs an EU customs identification number?

Question 46

Does IOSS remove duties and all fees?

Accepted Answer

No. It concerns VAT, not exemption from every import payment. IOSS: what VAT at online checkout means

Question 47

Does “VAT included” prove IOSS data was transmitted correctly?

Accepted Answer

Not by itself. Order details and customs data must meet the scheme’s conditions. IOSS: what VAT at online checkout means

Question 48

Does every order below €150 qualify?

Accepted Answer

No. The type of sale, dispatch from outside the EU, excise exclusion and other scheme conditions matter. IOSS: what VAT at online checkout means

Question 49

Does free shipping mean no import duty?

Accepted Answer

No. It describes shipping cost; confirm included taxes and fees separately. Who pays import duties? Agree the details before shipping

Question 50

Can I simply state that the sender pays?

Accepted Answer

First confirm that the service supports it and the shipment data is set correctly. Who pays import duties? Agree the details before shipping

Question 51

Does recipient refusal cancel the charges?

Accepted Answer

Not automatically. Law and carriage terms determine the consequences; the sender may be billed. Who pays import duties? Agree the details before shipping

Question 52

Is a battery inside a laptop the same as a separate battery?

Accepted Answer

No. Installed, packed-with-equipment and standalone batteries have different categories and requirements. Devices with lithium batteries: what to check before shipping

Question 53

Can I use cabin-baggage rules?

Accepted Answer

No. Passenger rules do not establish cargo-shipping conditions. Devices with lithium batteries: what to check before shipping

Question 54

Is a good box enough?

Accepted Answer

No. Correct classification, applicable requirements and carrier acceptance are also necessary. Devices with lithium batteries: what to check before shipping

Question 55

Is a small bottle definitely allowed?

Accepted Answer

No. Volume is only one factor; product properties and service conditions matter. Perfume and aerosols: why packaging is not enough

Question 56

Does original packaging mean acceptance?

Accepted Answer

No. It does not prove transport compliance or carrier approval. Perfume and aerosols: why packaging is not enough

Question 57

Can I describe it only as cosmetics?

Accepted Answer

Use a precise description that identifies the product’s properties. Do not conceal perfume or aerosols behind a general term. Perfume and aerosols: why packaging is not enough

Question 58

Can I buy just a shipping label?

Accepted Answer

Yes. You can choose an available courier service through Topparcel without sending goods to a warehouse. Shipping and warehouse services in Italy: choose what you need

Question 59

Does a gift escape food restrictions?

Accepted Answer

No. The purpose does not cancel applicable sanitary or other requirements. Food parcels: what to check before packing

Question 60

Can I use storage only?

Accepted Answer

Yes. Storage is available separately; support will explain the terms for your goods. Shipping and warehouse services in Italy: choose what you need

Question 61

Does factory packaging guarantee permission?

Accepted Answer

No. Check ingredients, origin, product category and route. Food parcels: what to check before packing

Question 62

Can customers based abroad use the warehouse?

Accepted Answer

Yes. You can arrange supplier deliveries and further handling while abroad. Shipping and warehouse services in Italy: choose what you need

Question 63

Does every courier provide a cold chain?

Accepted Answer

No. Confirm temperature conditions and acceptance for the particular service. Food parcels: what to check before packing

Question 64

Can you prepare goods for a marketplace?

Accepted Answer

Yes. Labelling and preparation of carton or pallet shipments are available. Agree the operations and shipment requirements with support. Shipping and warehouse services in Italy: choose what you need

Frequently Asked Questions

Getting Started

Pricing & Payment

Courier & Collection

Tracking & Delivery

Parcels & Customs

Insurance & Claims

Services & Account

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