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Here you will find answers to your questions, useful information and practical instructions.

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Where is my parcel?

You can follow the route of your parcel from the moment the online shop hands it over to us online or directly in the mobile application.

Track the parcel

Packeta mobile application

You can send, receive or share parcels through our app. It also offers the possibility parcel tracking, cash on delivery payment and much more.

More about the app

Products and services

We work on projects that have the potential to revolutionize whole industries. Advanced tech, renewable resources, and innovative solutions.

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Packeta pick-up points

They are on every corner. There are thousands of them. And they are here for you every day.

Find a pick-up point

Parcel delivery options

Our customers can choose from several parcel delivery methods. Feel free to select whichever suits you the best!

Find out more

Easy instructions

What happens if a Z-BOX is full?

Did you order a parcel with Z-BOX delivery and are wondering what will happen if it’s full? Here are the answers!

How to send parcel via Z-BOX?

How to submit a parcel claim?

How to share a parcel?

Frequently asked questions and answers

Filter topic:

Parcel recipients and senders Z-BOX Online shops Pick-up points (widget)COD and payment Fraudulent actions Packeta mobile aplication Complaint Customer service

Packeta is a global digital platform for online retailers in e-commerce and logistics. We offer solutions for parcel collection, transport, delivery, returns management, cash-on-delivery and much more.
Packeta also provides support when expanding your business to other European markets. Find out more on our website.
You can track your parcel online by entering the tracking number.

You will receive the tracking number by e-mail or SMS and you can also find it in our Packeta mobile app. You can also find a detailed information about the status of your parcel directly in the application.

If your parcel has not moved for more than 24 hours, please contact us via the contact form - select "Where is my parcel". Don't forget to give us a brief description of what was in the package. This information will help us find it if the label is damaged.
If the parcel isn’t showing up in the app, there may be a technical issue—first try restarting the app. Check your email to ensure you’re receiving messages and notifications correctly.

If you received the email notification, please wait for the message indicating your parcel is ready for pick-up which will include the pick-up password. You can then link the parcel to your app using the same password via the “Add parcel” button in the Parcels tab.

If you are not receiving notifications or they don’t contain the necessary password, please contact customer service through our contact form.
Parcels are redirected by the system only in exceptional cases, such as when the selected pick-up location is unavailable due to holiday closures or full capacity.
In the case of Z-BOX, this may occur after the maximum number of attempts to insert the parcel has been made or when insertion cannot be completed due to capacity limits.

In such cases, your parcel might be redirected to a nearby pick-up point. We always try to make sure that the replacement pick-up point is close to the originally selected one.
Parcel redirection is possible in exceptional cases:

- The pick-up point you selected has a holiday longer than 3 working days.
- The pick-up point you selected has full capacity and is not currently available.

Are you handling one of these cases? Write to us through the contact form and select the topic Parcel redirection.
You cannot change contact information such as your phone number or e-mail address yourself.

In these cases, our customer service will help you. You can contact them via the contact form (select the Change of contact details topic).

Please prepare the tracking number of your parcel, we will need it to change the data.
The standard storage period for retail store pick-up points is 7 days (when the retail store is open) and an extension of 7 + 7 days is possible (so a total of 21 days at most).

The standard storage period of Z-BOXes is 2 calendar days. An extension is possible by a maximum of 1 day for a total of 3 calendar days.
The storage period can be extended only when the parcel receives status "Ready for pick-up".

How can the storage period be extended?
In online tracking, click on the "Extend storage period" button and select the date until which you want to extend.
In Packeta mobile app, click on the three red dots and then on the "Extend" option.
You can also use our contact form.

If your parcel´s storage period expires, it will automatically be sent back to the sender as a so-called "return". The sender must then resend the parcel to you, if agreed upon.
If you are unable to pick up the parcel, it will be automatically returned to the sender. This process cannot be changed.

Did you pay COD (cash on delivery) in advance? You don't have to worry about anything. We will send the COD back to you when the sender picks up the parcel.
If you wish to share your parcel with somebody, it is possible to do so via the parcel sharing function in the mobile application. You can find easy instructions for sharing a parcel via the app on our blog.
If you no longer want to pick-up the parcel, just wait for the storage time to expire, then we will automatically return it to the sender.

Have you already paid COD (cash on delivery) in advance? You don't have to worry about anything. We will send the COD back to you when the sender picks up the parcel.
If the Z-BOX you selected is full for 2 days in a row, we will send you an email with the option to select a replacement pick-up point of your choice.

If you do not choose a substitute location, no worries, our system will select a nearby pick-up point for you.
We offer 2 services within reverse logistics:
1. Return parcel
A customer returns the parcel with a return code provided by the online shop. They bring the parcel to the drop-off point, share this code with the staff, and everything else is sorted automatically.

2. Complaints assistant
The sender (online shop) provides customer a specific shipping label which must be attached to the parcel you are returning. You can find this label either in an email with the order confirmation or packaged with the goods you ordered. Don't have a printer to print the label? No worries — note down the 10-digit tracking number and ask the drop-off point staff to print it out for you.
Did somebody send you the parcel via our app (C2C)?
Return the parcel to them in the same way. Create a parcel order in the app and ship it back to the sender.

Did you receive a parcel from an online shop?
In this case, follow the instructions provided by the online shop regarding their returns policy.
We always send the password for picking up the parcel to the e-mail indicated with the parcel. At the same time, we send a notification to the Packeta mobile application or SMS.

If you did not receive the password for pick-up, but you know the tracking number and know that the parcel is ready for delivery, then the pick-up point staff can issue it to you upon checking an ID, which must match the recipients contact info.
In the app, click on Ship a parcel. All you have to do is enter the recipient's name, phone number and e-mail, select the target city and (if required) additional services, such as Shipment value compensation service and cash on delivery option, or the Age verification service.

Subsequently, you will see the price clearly without hidden fees. Payment is fast and secure and takes place via an online payment card or GooglePay/ApplePay. After payment, the parcel is entered into our system, which confirms the generated password.

Then all you have to do is pack your parcel properly and take it to one of our drop-off points.

How to submit a parcel at a retail store drop-off point?

Show the password to the drop-off point staff. Based on it, they generate a shipping label with a barcode, which is stuck on the parcel.

How to submit a parcel via Z-BOX?

When you choose to submit via Z-BOX, the application will generate a 6-digit submission password that you simply write on the parcel.
Persons: C2C parcel shipping is possible directly through Packeta mobile app to 4 countires: Czechia, Slovakia, Hungary, and Romania.

Companies: Online shops registered in our system can ship goods to 33 world countries. For more information, please contact your sales representative.
When shipping via the app, the drop off password is all you need. You can write it on the parcel, but it is not necessary as you can verbally share it with the staff at the drop-off point.

If you´re shipping via Z-BOX, it is mandatory to write the 6-digit drop-offpassword legibly on the package.
Unfortunately this service is currently not possible.
Standard parcel
- Max parcel weight – 5 kg
- Max size of 1 side – 50 cm
- Max sum of all 3 sides – 120 cm (for example, parcel with dimensions of 50 × 40 × 30 cm is still okay)
- Minimum dimensions – 10 x 7 x 1 cm

Oversized parcel
- Max weight – 15 kg
- Max size of 1 side – 120 cm
- Max sum of all 3 sides – 150 cm (= for example dimensions 60 × 50 × 40 cm)
If the parcel exceeds the permitted dimensions, it will be returned to the sender without the right to a refund. This is because the parcel violates our General terms and conditions.
Yes. If you are an online shop, you can order the 18+ age verification in the client section when creating a parcel order.
Individuals can find this option in the app, in the "Services" section, for C2C purposes.
Changing the date of delivery is currently not possible. If our courier does not reach you at the provided address, your parcel will be redirected to a nearby pick-up point with free capacity.
Just like when picking up a parcel from a pick-up point, you will be asked to show the pick-up password when the driver arrives with your parcel.
You will receive this password in the SMS notification as well as via email. You can also confirm your identity as the recipient with an ID card.
Packeta Home Delivery is a service where our courier delivers a parcel directly to your home, office, or any other address of your preference. This service is currently available in Czechia and Slovakia.

On the day of delivery, you will be notified via SMS about the estimated delivery time. Before the actual delivery, the courier will try to contact you at least twice by phone before arriving at the place of delivery. If they are not able to reach you, your parcel will be deposited at a nearby pick-up point with free capacity. You can find more information here.
Yes! Our couriers can deliver parcels to any given address provided by the recipient, even a reception desk or the front desk of an office building.
You can track your parcel on our website via the "Parcel tracking" tab or in Packeta mobile application directly.
Changing the delivery address is not possible. If you are not reached by the courier at the address you provided (within home delivery), the parcel will be deposited at a nearby pick-up point with free capacity.
To ensure maximum delivery efficiency, there is 1 delivery attempt for Packeta Home Delivery in Czechia. On the day of delivery, our courier will contact you twice by phone before arriving with your parcel. If the delivery attempt is unsuccessful, your parcel will be deposited at a nearby pick-up point with free capacity, where you can later pick it up. In such cases, you will be notified that your parcel is ready for pick-up there by email and text message or via the mobile app.
If you missed the courier's call, you can call them back and make another appointment for delivery if they are still nearby. However, the couriers are behind the wheel delivering other packages on a busy schedule, so it is possible that the courier will not be able to answer your call. If they are unable to reach you at the provided address, your parcel will be deposited at a nearby pick-up point with free capacity, where you can pick it up later.
Yes. If the parcel is waiting for you a pick-up point or is being delivered to a home address, share the pick-up password with the person you want to recive the parcel for you.

If you need someone else to pick up your parcel from a Z-BOX, this is possible via the "Parcel sharing" option in our mobile app. You can find instructions for parcel sharing in this article on the blog.
If the Z-BOX your parcel was delivered to has a keypad, all you have to do is share the numerical pick-up code with that designated person.
The standard storage period for retail store pick-up points is 7 days (when the retail store is open) and an extension of 7 + 7 days is possible (so a total of 21 days at most).

The standard storage period of Z-BOXes is 2 calendar days. An extension is possible by a maximum of 1 day for a total of 3 calendar days.
If the Z-BOX you selected is full for 2 days in a row, we will send you an email with the option to select a replacement pick-up point of your choice.

If you do not choose a substitute location, no worries, our system will select a nearby pick-up point for you.
Our widget shows all available Z-BOXes in your selected area. You can filter the locations for locker boxes only with the "Boxes" filter.

This feature is also available in our mobile app.
When shipping via the app, the drop off password is all you need. You can write it on the parcel, but it is not necessary as you can verbally share it with the staff at the drop-off point.

If you´re shipping via Z-BOX, it is mandatory to write the 6-digit drop-offpassword legibly on the package.
To ship a parcel via Z-BOX, you need a smartphone with our mobile app. Detailed instructions can be found on our blog.
The standard storage period for Z-BOXes is 2 calendar days. An extension is possible by max 1 day to a total of 3 calendar days.
Depending on the Z-BOX locker size, we distinguish 3 options:

S – 45 x 8 x 61 cm
M – 45 x 17 x 61 cm
L - 45 x 36 x 61 cm
Save the pick-up code that you received once your parcel was ready for pick-up. Type the passcode into to Z-BOX using the keypad. That's it!
Of course. How you choose to open the Z-BOX is up to you - you can use the keypad or Packeta mobile app.
It's really simple:
1. You can find the numerical code for pick-up in the email or text message you received once your parcel was delivered, or in the mobile app directly.
2. Enter the pick-up code using the keypad located on the Z-BOX.
3. Confirm the code by pressing the "Enter" button.
4. The locker containing your parcel will open. Take out the package.
5. Close the locker.
Unfortunately no. The keypads on Z-BOXes do not have payment terminals, so it's not possible to pay COD (cash on delivery) directly at the Z-BOX.
However, you can easily pay the COD either in the mobile app through an online paymetn gateway or via the link to parcel tracking which you received in the email confirming the delivery of your parcel. After the COD is paid, you will receive a code for parcel pick-up.
No worries, you can re-enter the password after 3 seconds. The keypad display will show a message saying “Wrong PIN. Wait 3… 2… 1s”. After these three seconds, the Z-BOX will reboot and ask you to begin the pick-up process again by entering the code.
If you enter the incorrect code a second time, the time limit of the reboot increases to 30 seconds. After the third attempt, to 1 minute.
After opening the locker and accidentaly closing it, it's possible repeat the pick-up attempt within 5 minutes. This means you have 5 minutes in total to pick-up your parcel and you can try several times.
If the keypad is not working, use the mobile app to pick-up your parcel. You will need to activate mobile data, location services, and Bluetooth. The app will guide you through the pick-up process.
In the web widget, you can find the "boxes" filter in the "Type" section. In the online shop widget, it depends on what this online shop allows as a possible delivery method. If the given online shop has Z-BOXes enabled, you can easily filter them in "Pick-up point type".
You can open the Z-BOX in 2 ways: using the mobile app or using the keypad. If your parcel has COD, you need to pay the given amount first, before proceeding with the pick-up.

Parcel pick-up using the app:
1. Instal Packeta mobile app.
2. Enable Bluetooth on your phone.
3. Enable location services for Packeta mobile app in your settings.
4. If your parcel has COD, you have to pay the amount before proceeding. Pay directlly through the app using our online payment gateway.
5. Turn on mobile data.
6. When picking up a parcel from a Z-BOX, you need to be max 2 meters away from it.
7. The app will guide you through the pick-up. Follow the steps and when you've collected your parcel, close the locker.

Parcel pick-up using the keypad:
1. You can find the numerical code for pick-up in your email, SMS, or in the mobile app once your parcel is ready for transport.
2. Enter the code using the keypad.
3. Confirm by pressing the green "Enter" button.
4. A locker containing your parcel will open. Take out the package.
5. Close the locker. That's it!
Packeta is a global digital platform for online retailers in e-commerce and logistics. We offer solutions for parcel collection, transport, delivery, returns management, cash-on-delivery and much more.
Packeta also provides support when expanding your business to other European markets. Find out more on our website.
You can track your parcel online by entering the tracking number.

You will receive the tracking number by e-mail or SMS and you can also find it in our Packeta mobile app. You can also find a detailed information about the status of your parcel directly in the application.

If your parcel has not moved for more than 24 hours, please contact us via the contact form - select "Where is my parcel". Don't forget to give us a brief description of what was in the package. This information will help us find it if the label is damaged.
Parcels are redirected by the system only in exceptional cases, such as when the selected pick-up location is unavailable due to holiday closures or full capacity.
In the case of Z-BOX, this may occur after the maximum number of attempts to insert the parcel has been made or when insertion cannot be completed due to capacity limits.

In such cases, your parcel might be redirected to a nearby pick-up point. We always try to make sure that the replacement pick-up point is close to the originally selected one.
The standard storage period for retail store pick-up points is 7 days (when the retail store is open) and an extension of 7 + 7 days is possible (so a total of 21 days at most).

The standard storage period of Z-BOXes is 2 calendar days. An extension is possible by a maximum of 1 day for a total of 3 calendar days.
Persons: C2C parcel shipping is possible directly through Packeta mobile app to 4 countires: Czechia, Slovakia, Hungary, and Romania.

Companies: Online shops registered in our system can ship goods to 33 world countries. For more information, please contact your sales representative.
Of course! It is important to check the individual conditions of transport though.
We also recommend that you set up a subscription to news so that you are always and timely informed about the latest news regarding shipping abroad. We also regularly update the Current information about carriers article on our blog.
You can download all your invoices in the client section.
If you register discrepancies or have additional questions, contact us via the contact form and our customer service will be happy to help you.
Ideally, place the product in a hard cardboard box of adequate size and seal it shut using tape – we recommend using adhesive tape in a criss-cross pattern. Avoid using painter's tape, as our labels do not stick to it well.
Fill the empty space inside with cushioning so that the contents do not break – we recommend bubble wrap ow discarded newspapers.
If your parcel contains multiple items, cover each item carefully. Then, label the parcel correctly if needed.
Packeta does not transport:
- large, bulky, or heavy items (furniture, tires, refrigerators, TVs, etc.)
- liquids (gels, cleaning supplies, alcohol, drinks, etc.)
- fragile goods (porcelain, glass, crystal, diagnostic devices, etc.)
- dangerous or illegal substances (drugs, explosives, flammables, etc.)

For a complete list of goods excluded from transport, refer to our Terms and Conditions (paragraph 2.2.).
Yes. If you are an online shop, you can order the 18+ age verification in the client section when creating a parcel order.
Individuals can find this option in the app, in the "Services" section, for C2C purposes.
If there is a problem with the client section, try waiting 5 minutes and then reload the web page or login again.
We recommend workig in browsers Google Chrome or Mozilla Firefox.
If your shipment exceeds the max weight or size, we are entitled to charge an additional fee according to the general price list.
Additionally, the parcel can be returned to the sender. The weight of parcels gets mandatorily checked in our HUB as well as in our partners' depots.
The registration is completely free.
Registration is quick and simple. Filling out our registration form only takes a few minutes. After logging in to the client section, you need to register billing address and the sender info.

Approval of your registration normally takes 3 working days (however in 90% of cases only a few hours). As soon as the registration is approved, we will inform you by email and you can start submitting your parcels and making full use of our services.
Thank you for wanting to become our partner! Please wait for your registration to be approved, this will take approximately 3 days. Then, you can immediately start shipping parcels and using our services.
Your contact info can be adjusted in the client section in section "User Information" → "Contacts".

Additional settings can be found in "Billing address" (such as your address, VAT number, bank account number for COD payments, pick-up point for returns) and in the "Sender" section, you can administer the information that appears on the label and the authorization of card payments.
Working in the client section is very intuitive. The navigation menu is divided into several parts:
Submiting a parcel: here you create an order for transport to all countries we deliver to
Claim assistant: here you can allow for your customers to create a so-called "Claim assistant", thanks to which the recipients will be able to easily send their goods back to you if necessary
Parcel import: mass submission of parcels that saves you time
Parcels in progress: unfinished orders
Submitted parcels: list of all your parcels which you can filter using pre-set filters. Printing labels for parcels and delivery notes is also managed from here
Invoices: list of all issued invoices, which you can download in several formats. You will find customs documents here
After logging in to your account, find the "Submit parcel" button on the top left and fill in necessary parcel information (order number, first and last name of the recipient, email, phone, parcel value, pick-up point, your online shop). Confirm everything by agreeing to the General Terms and Conditions and click on the "Submit parcel" button.
Another method is the so-called mass import of parcels, which you can also find in the client section.
You can also submit your parcels via API. Reach out to your sales representative for more detailed information on submission via API.
Labels are generated automatically after a parcel is entered into our system. All you have to do is print the label from the "Submitted parcels" tab and stick it on the parcel for transport.
In such situations, we will return the parcel to you.

For these purposes, please choose a pick-up point of your preference for returns. The selected pick-up point must be saved in the client section in "User information" → "Billing address" (at the very bottom).
We are able to integrate the Packeta system with 97% of online shop solutions commonly used in Czechia. The list of cooperating systems can be found on our website.
If you have a custom-made website, contact us at e-commerce.support@packeta.com to explore common solutions.
Parcels can be submitted for transport in several ways:
In person at a drop-off point
In person directly at our depots, which also serve as drop-off point
Using the bulk collection, where our courier comes directly to you and collects your parcels. Regarding the conditions for arranging this kind of pick-up, contact us at service@packeta.com.
The widget is a search engine for the pick-up and drop-off points in our service portfolio. It is an interactive map program set to locate our branches based on your location.
You can use the search field and several filters, thanks to which you can choose the point that suits your needs the most.
Our widget shows all available Z-BOXes in your selected area. You can filter the locations for locker boxes only with the "Boxes" filter.

This feature is also available in our mobile app.
In the web widget, you can find the "boxes" filter in the "Type" section. In the online shop widget, it depends on what this online shop allows as a possible delivery method. If the given online shop has Z-BOXes enabled, you can easily filter them in "Pick-up point type".
The search tool serves a different purpose on each of these platforms:
The website displays all pick-up and drop-off points around the world, so everyone can find information about the branch that interests them.
In the app, there is greater emphasis on customizing the search for pick-up and drop-off points and filtering based on individual needs.
In the online shop version of the search engine, pick-up points are displayed reflecting the settings of the given online store and are open at the same (no holiday), plus have free capacity.
Yes! You can save your favorite locations in some online shops delivery spot finder and our widget so that you can always find them easily. The heart icon is used for this. Then, you will see your favorites in the first place in the search engine marked with the heart icon.
If you cannot select your preferred pick-up points, it's likely one of the following situations has occurred:
the online shop you're ordering from has filtered pick-up points where their goods cannot be delivered
the pick-up point you prefer is currently at full capacity
the pick-up point has reported a holiday at this time
your parcel does not meet the parameters to be accepted at that particular pick-up point (such as parcel weight or required age verification)

Pick-up points that cannot be selected are marked as gray in the search engine (widget/app). Please choose another pick-up point for your delivery.
Use the filter to distinguish pick-up points with a card terminal. You can do so by going to the filters tab in the app/widget and selecting the "Card payment" option. This will show all pick-up points within your vicinity that offer card payments.
You can also use the filters for other specific requirements.
Use the filter to distinguish pick-up points that are open on the weekend. You can do so by going to the filters tab in the app/widget and selecting the "Open on Saturday" or "Open on Sunday" option. This will show all pick-up points within your vicinity that meet this criteria.
You can also use the filters for other specific requirements.
Use the filter to distinguish pick-up points with wheelchair access. You can do so by going to the filters tab in the app/widget and selecting the "Wheelchair accessible" option. This will show all pick-up points within your vicinity that meet this criteria.
You can also use the filters for other specific requirements.
In the widget (pick-up and drop-off points finder), pick-up points that cannot be selected for delivery are marked in grey. This can be due to:
Full capacity
Reported holiday
Online shop limitations on delivery method (f.e. some goods cannot be delivered to Z-BOXes)
Each online shop can choose where to allow delivery. If, for example, a particular online shop does not provide the option of Z-BOX delivery, all Z-BOXes will be marked grey in the location finder, but still displayed on the map for maximum clarity.
A pick-up point is a location where parcels are dropped off to be picked up by recipients (such as small businesses, grocery stores, gas stations, coffee shops, atc.).
Our network has 16,704 pick-up points across Europe (9,459 is in Czechia alone). Thanks to strategic partners, we also offer a wide range of external pick-up points via 186,262 .
COD (cash on delivery) cannot be paid by bank transfer. The only way to pay COD is through an online payment gateway - either in our app or in online tracking.

1. Open the parcel you want to pick up.
2. Click on Pay COD.
3. You will be redirected to a secure payment gateway. Fill in your card details.

Make sure that your card is enabled for online payments and that you have sufficient limit for internet payments.
COD (cash on delivery) in our app can be paid in 2 ways: by card or GooglePay/ApplePay.
There are 3 ways to pay COD (cash on delivery) at a pick-up point:
1. Online payment in advance via our mobile app - by credit card or GooglePay/ApplePay.
2. Through an online payment gateway in online tracking.
3. Physically at the pick-up point by cash or card upon parcel pick-up.
When paid by card, you will receive a payment confirmation from us to the email address provided in the parcel info.
When paid in cash at a pick-up point, the staff will give you a receipt upon pick-up.
If you pay cash to our courier upon home delivery, we will send you a payment confirmation via email.
If you paid cash on delivery by card, you will find a confirmation in your e-mail.

If you paid by cash and the pick-up point staff did not issue you a confirmation of payment, then contact us via the contact form and select the topic "Cash on delivery payment confirmation".
Persons: C2C parcel shipping is possible directly through Packeta mobile app to 4 countires: Czechia, Slovakia, Hungary, and Romania.

Companies: Online shops registered in our system can ship goods to 33 world countries. For more information, please contact your sales representative.
Unfortunately no. The keypads on Z-BOXes do not have payment terminals, so it's not possible to pay COD (cash on delivery) directly at the Z-BOX.
However, you can easily pay the COD either in the mobile app through an online paymetn gateway or via the link to parcel tracking which you received in the email confirming the delivery of your parcel. After the COD is paid, you will receive a code for parcel pick-up.
Cybercriminals try to imitate official websites or company communications as realistically as possible. However, upon closer examination, you may find that the link contains typos, wording that does not make sense in the given link, or confusion of letters and numbers (such as 1 instead of l or .cx instead of .cz).

We recommend not clicking on suspicious links, and not sharing your personal data and/or bank details at all times. You can find out what such fraudulent messages or emails look like and what to look out for on our Cybersecurity page.
Whether it is a suspicious communication via a website, e-mail or SMS, report the fraud to the company and also to the police.

In the case of a phishing attack abusing the name of Packeta, please report it via the "Report phishing" button on our Cybersecurity page.
In this case, your personal data and funds are not yet at risk.

Whether it is a suspicious communication via a website, e-mail or SMS, report the fraud to the company and also to the police.

In the case of a phishing attack abusing the name of Packeta, please report it via the "Report phishing" button on our Cybersecurity page.
In this case, it is necessary to contact your bank as soon as possible and block the card, then cancel all suspicious transactions and report the situation to the police.

If you have multi-factor authentication set up for your payment card, e.g. via phone or electronic banking, be sure not to confirm anything.
It is mainly a random selection of e-mail addresses and telephone numbers, or publicly available sources and contact databases are also used.
You can track your parcel online by entering the tracking number.

You will receive the tracking number by e-mail or SMS and you can also find it in our Packeta mobile app. You can also find a detailed information about the status of your parcel directly in the application.

If your parcel has not moved for more than 24 hours, please contact us via the contact form - select "Where is my parcel". Don't forget to give us a brief description of what was in the package. This information will help us find it if the label is damaged.
If the parcel isn’t showing up in the app, there may be a technical issue—first try restarting the app. Check your email to ensure you’re receiving messages and notifications correctly.

If you received the email notification, please wait for the message indicating your parcel is ready for pick-up which will include the pick-up password. You can then link the parcel to your app using the same password via the “Add parcel” button in the Parcels tab.

If you are not receiving notifications or they don’t contain the necessary password, please contact customer service through our contact form.
If you wish to share your parcel with somebody, it is possible to do so via the parcel sharing function in the mobile application. You can find easy instructions for sharing a parcel via the app on our blog.
Packeta mobile app is available for Android phones in Google Play and iPhones in the App Store.
It works in 4 countries: Czechia, Slovakia, Hungary, and Romania. Supported languages are native for each country plus an English option is available.
Try updating to the latest version. If the issue persists, try to log out and log in again. If this does not help, you can contact us through the contact form.
In the app, click on Ship a parcel. All you have to do is enter the recipient's name, phone number and e-mail, select the target city and (if required) additional services, such as Shipment value compensation service and cash on delivery option, or the Age verification service.

Subsequently, you will see the price clearly without hidden fees. Payment is fast and secure and takes place via an online payment card or GooglePay/ApplePay. After payment, the parcel is entered into our system, which confirms the generated password.

Then all you have to do is pack your parcel properly and take it to one of our drop-off points.

How to submit a parcel at a retail store drop-off point?

Show the password to the drop-off point staff. Based on it, they generate a shipping label with a barcode, which is stuck on the parcel.

How to submit a parcel via Z-BOX?

When you choose to submit via Z-BOX, the application will generate a 6-digit submission password that you simply write on the parcel.
If you created a parcel order in the app but have not yet shipped it yet, it will be automatically canceled in 5 days. You can also use the ‘Cancel drop-off’ option directly in the app after clicking on the 3 dots next to your parcel.

The payment for shipping is blocked in your bank account for the parcel validity period (5 days). Once the dop-off password expires, the payment will automatically be returned to your bank account.

If you´ve already drop the parcel off and wish to undo it, contact us via the contact form (select "Shipment Cancelation"). We will process your request. However, in this case, a refund is not possible, as the parcel has already been accepted for transport.
The phone number cannot be changed in the app because parcels are tied to one phone number (thanks to this, the app can display when you have a package on the way).
However, you can reinstall the app and re-register with another number.
Standard parcel
- Max parcel weight – 5 kg
- Max size of 1 side – 50 cm
- Max sum of all 3 sides – 120 cm (for example, parcel with dimensions of 50 × 40 × 30 cm is still okay)
- Minimum dimensions – 10 x 7 x 1 cm

Oversized parcel
- Max weight – 15 kg
- Max size of 1 side – 120 cm
- Max sum of all 3 sides – 150 cm (= for example dimensions 60 × 50 × 40 cm)
You can change anything except for your phone number directly in Packeta mobile app. Go to Profile -> Personal data.

If you change your email address, you must then verify the new one through the automatically sent email in your inbox.
No. You must be connected to the internet when using the app. You can use mobile data or Wi-Fi.
Create a shipping order in Packeta mobile app by following these steps:

1. Click on "Ship a parcel".
2. Select the destination country (Czechia, Hungary, Romania, or Slovakia) and choose parcel size. Fill in the recipient's information and select a delivery point or enter a home address.
3. In the "Services" section, click on the sliding button "COD". Enter the amount to be paid by the recipient. In the "Bank account" field, enter your account number.
4. Check the recipient's info details and the delivery method.
5. Then, all you have to do is select a payment method (credit card / Apple Pay / Google Pay) and pay for the parcel.

After submitting the parcel in the app, go to the nearest Packeta drop-off point and share the drop-off code that you will see in the app. You don't need to print any labels on the package or fill out a delivery slip.
If you want to issue a claim, please use the complaint form, which will advise you on what details need to be provided to us.

The complaint is filed by a so-called authorized person. The recipient of the parcel becomes an authorized person only after picking up the parcel. If the parcel is in the In transit status, you need to contact the sender of the parcel.
Claims are submitted through the Client section, where you search for the parcel you want to complain about.
Using the exclamation point icon, a pre-filled complaint form will open for you to enter detailed description. After filling out the form, you will receive a confirmation email with a request number.
We do our best to handle claims as soon as possible.
Complaints can be filed by the parcel sender or the recipient.
Damage compensation is paid to the authorized person, according to our conditions stated in the General Terms and Conditions or the Terms and Conditions in case of the BetweenUs service.
This depends on the reason for the complaint and the person making the complaint.
Our compliant form will guide you to the list of required documentation. If we need additional info while processing the claim, our claims department will contact you.
The complaint must be filled out directly by the sender. The recipient must therefore contact the sender directly and proceed according to the valid complaint procedure of the online shop, or communicate the return of the shipping fee with the physical sender through the application.
You can refuse to accept a visibly damaged parcel directly at the pick-up point. In this case, the parcel will be returned to the sender.

If you already received the parcel (or it was delivered via Z-BOX), it's necessary you take a photo of the packaging, interior filling, and contents of the parcel to make a valid claim. After taking all required photos, file a claim using the compliant form and attach the photo documentation. Our claims department will take care of the rest and contact you directly.
Recognized damage is reimbursed to the authorized person within 30 days from the claim confirmation. However, we usually send the money earlier.
If you receive a parcel belonging to somebody else, contact us as soon as possible using the contact form.
In the form, it is necessary to document a detailed description of what goods were delivered to you and a description of the goods you were supposed to receive. We also recommend sending a photo of the shipping label on the parcel that arrived so that we can identify the other customer.
If you received something else than you ordered and the parcel was adressed to you, check the invoice enclosed by the online shop (sender).

If the invoice has a different name on it and lists goods that differ from what you ordered, the online shop made an error. It is therefore necessary to contact the sender (online shop you ordered from) directly and solve the matter with them.

If the invoice has your name on it but there are goods that differ from what you ordered, the sender probably made an error in the packing order. Please contact them (the online shop you ordered from) directly.

If the parcel does not contain an invoice or contains completely different goods that the online shop does not have in their portfolio, contact us via the complaint form and we will figure out the return of the faulty goods and how to move forward.
According to the General Terms and Conditions, we have 30 days from submission to process a claim. You will be notified by email as soon as we begin to process your request.
If you are the parcel sender and have paid us for a provided service, it is necessary to fill out our complaint form. Choose the "Incorrect invoicing" tab and describe the reasons why the service was not performed in sufficient quality.

If you are the recipient of the parcel, you have paid the fee for the provision of our services to the seller, and therefore it is necessary to resolve the complaint with the sender.
Enter a keyword or phrase related to your question in the search box at the top of the page. The search engine will offer you questions from which you can choose the one that interests you. When you click on it, the answer will expand in the "Frequently Asked Questions" section (found further down on the same page).
For example, if you're looking for password information to pick up a package, you'd type "password" into the search box. You select the question "Where can I find the password to receive the parcel" from the list and the answer will be shown to you.
If you cannot find a suitable question or answer through the search field, please contact our customer service colleagues. You can contact them using the contact form.
In that case, please let us know what we can help you by filling out the contact form.

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