FAQ

Frequently Asked Questions

The following are the most frequent questions we’ve received concerning our services. If you won’t find the answer you are looking for, email us and we will gladly address your concern.

FAQ
What countries do you send parcels to?2020-05-26T17:08:01+02:00

We ship parcels to most European countries such Poland, Austria, Belgium, Bulgaria, Croatia (without islands), Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy (without islands), Latvia, Lithuania, Luxembourg, Netherlands, Portugal (without islands), Romania, Spain (without islands) Slovakia, Slovenia, Sweden, United Kingdom.

We also offer parcel shipping services across Canada and to the US.

I can’t find any location close to me. What are my other options of sending my parcel?2019-10-21T14:13:53+02:00

If you are unable to find a location in your area, you can send your parcel to our warehouse in Brampton, ON. And we will forward the parcel to the final address provided by you.

We can arrange the courier to pick up the parcel directly from your home or work and deliver is to our facility.

What is the chargeable weight?2019-10-21T14:13:00+02:00

The price per kg is based on the Chargeable Weight of the parcel. The Chargeable Weight is the greater of the Actual Weight (ie. weight on the scale) or the Volumetric/Dimensional Weight (ie. dimensions of the package) of the parcel, whichever is the greater.

To calculate the chargeable weight:

Step 1: Weigh the parcel using a scale to get the Actual weight
Step 2: Calculate the Volumetric Weight/Dimensional Weight of the parcel: Width x height x length (cm)/ 6000
Step 3: Chargeable weight = whichever of the two is greater (Actual Weight vs. Volumetric Weight/Dimensional Weight).

Can I send Alcohol or cigars using Polimex services?2019-10-21T14:11:54+02:00

No, shipping alcohol and cigars is prohibited through Polimex parcel service. Click here to see the full list of the prohibited items

Can I send devices with batteries such as kid’s toys, phone or laptop by Air?2019-10-21T14:11:01+02:00

No, according to airlines rules sending batteries is prohibited.

All the batteries should be removed before sending the parcel or the parcel can be sent by ship.

Click here to see the full list of the prohibited items

Do you send parcels from Europe to the Canada?2020-02-26T14:59:17+01:00

As of today, unfortunately we do not send parcels from Europe to the Canada. We are currently working on improving our services so in the nearest future we will be able to add it to our service list.

However, we may be able to offer some solutions on some cases. Please email us the sender and receiver address, weight and dimension, value and content of the package.

And we will let you know if we can assist.

Email: parcel@polimex.com

Do I need to pick up my parcel in Poland?2019-10-21T14:09:21+02:00

When sending your parcel, you always pay for the delivery to the recipient’s address. In this case you don’t need to pick up your parcel since it will be delivered to the address you provided.

What is the cost of shipping?2020-02-26T15:00:27+01:00

The final cost of shipping your parcel depends on the region and the city in the Canada that the parcel is shipped from. For more detail please visit our rates here (hyperlink to the rates).

You also can all any of our location to get an accurate and detail cost estimation.

To find a location near you, click here.

How does the customs clearance process work?2019-10-21T14:08:03+02:00

Parcels go through customs clearance in Poland. EU law says one person can receive goods with a declared value of up to CAD $50.00 per shipment without any customs tariffs or duties (Taxes).

If you declare a parcel to have a value over $50.00 then you need to inform the receiver of the package that they will have to clear customs and pay the Polish customs agency to release the parcel – they can send the necessary documents by email or mail.

If the parcel is stopped for clearance by the customs authorities in Poland (which typically happens if the declared value of the parcel is over CAD $50.00), the recipient will receive a customs authorization form which they will need to fill out and declare the value and contents of the package. The recipient then sends it back to the customs agency with a copy of their ID.

Customs services reserve the right to open and inspect any and all packages which appear at their borders. Your parcel may be subject to additional fees and fines if the declared contents and value do not match the actual contents and value of the parcel.

Is there a particular way I should prepare my parcel for shipping?2019-10-21T14:06:17+02:00

Preparing your parcel for shipment is crucial because it determines a prompt delivery. Please follow the steps below to ensure the right delivery time, and also avoid the package being damaged during transportation.

  1. We recommend using a standard card board box or plastic container.
  2. Wooden crates are acceptable but not recommend. If you are using a wooden container you must make sure the wood is certified and accepted in the destination country.
  3. Wrap the item in tissue paper, newspaper or old clothes.
  4. Choose a rigid, good quality, corrugated cardboard box. If you’re reusing a box, be sure to remove old shipping labels or cover up old addresses.
  5. Surround the items with cushioning material (like bubble wrap) on the top, bottom and all sides to limit movement and protect the item. There should be no room for shifting inside the box.
  6. Close the box with reinforced tape.
  7. Tape all seams with tape.
  8. If you are shipping luggage, this luggage must be wrapped in plastic wrap foil.
  9. Write the, with capital letters, the recipient’s full name, address and phone number on the side of the box

It is the responsibility of the client to make sure their parcel is properly packed for shipment. Polimex will not be liable for damage to or loss of goods caused or contributed to by defects in the packaging.

Can you pick up the package from my home?2020-02-26T09:44:52+01:00

Yes, we can pick up your parcel from home anywhere in Canada. Please note additional fees will apply for parcel pick up from home.

To get more info about the pickup or arrange a pickup, please contact below offices:

If located GTA

If located outside of the GTA

Does the cost include the delivery to recipient’s address?2019-10-21T14:02:28+02:00

Yes, the cost of your shipment includes the delivery to the recipient’s address.

Are there any additional costs besides the shipping fees?2020-02-26T15:05:36+01:00

Yes, some extra costs may occur. Those are not shipping costs, though. Total shipping costs are paid by the sender when sending the parcel. Costs related to customs duties and taxes may be issued by the Customs officer.

Also, oversized or nonstandard parcels are subjected extra fees. To get accurate cost for oversized packages please contact us.

What is the delivery time for sea freight?2020-02-26T09:39:47+01:00

The delivery time for parcels sent by sea is 5-8 weeks. The time is calculated from the date the parcel is received at our facility in Bramston. For more information please see the transit times for each country here.

Please note that Christmas and Easter seasons are the busiest time and the delivery times may be grater than predicted due to the higher volume of container ships at that time.

The delivery time may be extended if the shipment is stopped by the Customs or for other reasons beyond Polimex control.

What is the delivery time for air freight?2019-10-21T14:00:40+02:00

The delivery time for air freight is 7-14 business days. The time is calculated from the date the parcel is received at our facility in Brampton.

Please note that Christmas and Easter seasons are the busiest time and the delivery times may be grater than predicted due to the higher volume of cargo planes at that time.

The delivery time may be extended if the shipment is stopped by the Customs or for other reasons beyond Polimex control.

Is Polimex Parcel Service responsible for my parcel?2019-10-21T14:00:07+02:00

Yes, all shipments are covered in the unlikely event of loss up to $60. For additional details please see our Terms and Conditions.

Can I buy extra liability coverage for my parcel?2020-02-24T09:54:07+01:00

Yes, you can. Additional Declared Value coverage is available for purchase.

Additional insurance options:

  • $7.00 – up to CAD $300.00
  • $11.00 – up to CAD $500.00
  • $21.00 – up to CAD $1000.00

All insurance options only cover loss of a parcel. The insurance does not cover damage. It is the responsibility of the client to make sure their parcel is properly packed for shipment.

I want to send a parcel that has unusual shape and size. How can I calculate the exact shipping cost?2020-02-26T09:49:55+01:00

In order to get the exact shipping cost of any irregular shipment, please contact our head office at (416)642 1598 or send an email to parcle@polimex.com.

Please have all the measurements ready so one of our representatives can provide the exact shipping cost.

How can I check the status of my parcel?2020-02-26T15:01:07+01:00

As of today, we provide full tracking services for all parcels.

You can check the status of your parcel on our website here.

When I input my parcel number, the website says: No tracking info found or no shipment found. Why is it happening?2019-10-21T13:56:48+02:00

This may be happening because your parcel hasn’t been entered in our system yet. All the parcels are being entered into the system when they arrive at our facility in Brampton. Sometimes it takes a few days for the parcel to be shipped from the drop off location to our Brampton facility.

You can contact the local drop off location and ask when the package is going to be shipped to the warehouse. if the package is still in transit from the local drop off location to Brampton, please check the status again in a few days. Please contact us If the status hasn’t been updated.

Can I pack my parcel in one of your locations?2019-10-21T13:56:16+02:00

We have 6 Polimex locations across GTA. In these locations, there are boxes for purchase and you can pack the parcel there.

However, most of our drop off locations do not have packing area in their offices. We suggest calling your local the drop off location and asking about this possibility.

Do your locations sell boxes for parcels?2019-10-21T13:55:30+02:00

We have 6 Polimex locations across GTA. In these locations, there are boxes for purchase and you can pack the parcel there.

For other locations, we suggest contacting the local drop off location and asking if they provide boxes for purchase.

How can I find location that is the closest to me?2020-02-26T15:01:54+01:00

To find a location near your house, click here.

Can I rent the whole shipping container?2020-02-26T15:02:28+01:00

Yes. For shipping containers please contact the Polimex forwarding division here.

Can I ship a car, a boat or a motorbike? If yes, how is it done?2020-02-26T15:03:57+01:00

Our Forwarding division offers personal effect shipping services include shipping vehicles such as cars, boats, trailers jet skis, motorbike, etc.

For more information, please contact the Forwarding division here.

I want to move to Poland and take my belongings with me. How can I send them?2020-02-24T10:07:06+01:00

It is possible to take your belongings with you. You can either send them in several packages and have them delivered to your new address or you can send them all together through our Forwarding division. for more information, please contact Polimex Forwarding division.

My parcel was stopped by Customs, what now?2019-10-21T13:51:57+02:00

If the parcel is stopped for clearance by the customs authorities in Poland (which typically happens if the declared value of the parcel is over CAD $50.00), the recipient will receive a customs authorization form which they will need to fill out and declare the value and contents of the package. The recipient then sends it back to the customs agency with a copy of their ID. The customs agency will then asses the value of the parcels and make a decision as to how much duties and taxes must be paid in order to release the goods.

Customs services reserve the right to open and inspect any and all packages which appear at their borders. Your parcel may be subject to additional fees and fines if the declared contents and value do not match the actual contents and value of the parcel.

Polimex Parcel neither represents Customs, nor influences Customs decisions. Customs office is a government entity that is ruled by its own laws and regulations.

Why was my parcel stopped by Customs?2020-02-24T10:07:48+01:00

All shipped parcels are subject to customs duty control and all parcels to receivers in Europe go through customs clearance in Poland. EU law says one person can receive goods with a declared value of up to CAD $50.00 per shipment without having to pay any duties or taxes. Please note that if you send 2 packages to the 1 receiver and the combined value of the packages is greater than $50, then duties and taxes will apply.

If you declare a parcel to have a value over $50.00 then you need to inform the receiver of the package that duties and taxes will need to be paid in order to clear the goods.

When the parcel is stopped this means Customs officers may need clarification on the value of the items shipped, thus imposing a custom duties and taxes if the item is dutiable.

Please be advised to keep all the receipts, invoices or other documents that may be used as proof for Customs showing the value of shipped items.

For more information please visit “Customs” page.

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2020-07-04T12:03:37+02:00October 11th, 2019|Before you ship|0 Comments