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Frequently Asked Questions

Whether you are a company interested in Asendia’s services or the recipient of a package coming from abroad, you can find the answer to your questions right here.


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Please contact us for any questions about our services, case studies, insights, and more. If you'd like prices and quotes we have a friendly and knowledgeable team ready to help you.

 

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General Questions

 

Asendia provides cross border e-commerce and mail solutions for businesses, delivering packets and parcels, business mail, direct mail, and publications to over 220 countries and territories. We offer a complete range of support services too: customs clearance, returns, fulfilment, lettershop, and digital solutions.

Asendia's customers include businesses large and small, from some of the best known e-tailers, publishers, universities, charities and brands, to start-ups looking to take off internationally. Take a look at some case studies.

Asendia has offices in 17 countries across Asia (Singapore and Hong Kong), Oceania (Australia and New Zealand), Europe (Switzerland, France, Germany, Austria, Italy, Nordics, Benelux, Spain, the UK), and the United States.

Put some clear and concise content in here. Keep your reader in mind. What are they trying to do? What are they hoping to learn? Why are they reading this? Help them out and use the tone and voice of your organization.

We deliver to more than 220 countries and territories, that's everywhere except countries that are under embargo.

For a list of the services available to each country, and the delivery times, please contact us.

Asendia collects mail and parcels, consolidates them, processes them, manages customs clearance, and then hands them over to carefully chosen final-mile delivery partners in each country, with our technology enabling you to access each service and track shipments.

Final-mile partners are a mix of national postal operators, alternative delivery providers and commercial parcel companies. Each one is chosen because they offer the best balance of price, reliability and features.

Asendia handles bulk mail and regular packet and parcel deliveries. Typically customers are sending thousands of mail pieces in one go internationally, or at least 200 parcels in a month.
If you're at all unsure if we can assist you please get in touch.
We don't list prices on our website because there are too many variables, like what are you sending, to where, what size and weight are the items, how quickly do they need to arrive, what are your preparation capabilities, where are you located, how often do you send mail or parcels, what about fulfilment, etc.
 
Please contact us to get quotes or to arrange a meeting.

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Parcel Related Questions

 

e-PAQ is our range of international packet and parcel services, delivering worldwide, with 4 services available. Find out more.

Maximum dimensions depend on our partner carriers and destinations.

Most Asendia solutions allow you to send items with maximum dimensions < 900 mm (Length + width + height).

Our Premium solutions allow you to send packages with maximum dimensions < 1500 mm (Length + width + height).

Some carriers allow larger size items. Please contact our sales representatives who can find the best solution to meet your needs.

As with maximum dimensions, the same applies for maximum weight. This depends on our partner carriers and destinations.
Usually maximum weight is 2kg, except for e-PAQ Select and e-PAQ Elite (30kg maximum).

There are some items which Asendia cannot carry for legal or health and safety reasons.

The list of prohibited goods is including but not limited to illicit drugs, counterfeit or pirated articles,explosive or flammable goods and live animals.

For detailed information, you can refer to:

Customs Prohibited Articles: http://www.upu.int/uploads/tx_sbdownloader/descriptionCustomsProhibitedArticlesEn.pdf

Some items are subject to restrictions with specific transport rules. You can refer to :

Infectious substances: http://www.icao.int/publications/Documents/guidance_doc_infectious_substances.pdf

Dangerous goods: http://www.upu.int/uploads/tx_sbdownloader/descriptionCustomsClassesOfDangerousGoodsEn.pdf

Most of our parcel partners will make two or three delivery attempts and leave a card each time so the recipient is aware and can rearrange delivery or pick up from a local post office where available. Undeliverables will be returned, with the process depending on the country.
 
Please contact us to find out more.

e-PAQ Returns is our returns solution designed for e-commerce.

We have a claims process that is available upon request.

Any shipments that cross a customs border must display a CN 22 customs declaration or CN 23 customs declaration (depending on the value) on the front of the item.  A commercial invoice should also be attached.

We provide customs clearance solutions.

The Harmonized System (HS) of tariff nomenclature is an internationally standardized system of names and numbers to classify traded products, developed and maintained by the World Customs Organization (WCO).

These codes are used to calculate the duties and taxes by the local customs authority when a shipment crosses a customs border.

You can find further information here.

DDP means Delivered Duty Paid. This term is used in international trade when the package taxes and duties were already paid before crossing the borders and already included in the goods price.

DDU means Delivered Duty Unpaid. This term is now replaced by DAP (Delivered At Place). This term is used when the package duties and taxes are paid by addressee directly at delivery.

Our customer service team is available to help you. Contact your nearest Asendia location here.


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Mail Related Questions

 

We distribute bulk mailings for businesses: direct mail, catalogues, postcards, invoices, magazines, publications, etc. Find out more.

We work hand-in-hand with national postal operators and alternative postal services where available. We are owned by La Poste and Swiss Post so have access to their postal networks.

Undeliverable mail should be returned to you, charges may apply.
We provide address cleansing services and know how to format international addresses to maximise the deliverability.
We will provide Service User Guides so you (or your mailing house) know how addresses need to be printed, mail sorted and bagged up, etc.
Alternatively we may be able to provide mailing fulfilment and preparation services.

In some countries yes! We have specialist international mailing houses and partners, and by outsourcing fulfilment as well as distribution you could save time, money and hassle.


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Consumers

If you've received a parcel or mail delivered by Asendia, or have a query about a delivery that is on its way, please read this FAQ before contacting us.

 
Please refer to your shipping confirmation email from the shop you made your purchase to confirm how long delivery should take and if the item is trackable.
 
If this doesn't help, please contact the shop to see if they can help, if not then they will request support from us.

We offer our customers a wide range of tracking options and some services are not tracked.

Please check with your retailer to find out which service is used by them. If the service is tracked, ask the retailer to provide you with a tracking number.

In order to provide you with the most reliable and suitable delivery, shipments are routed through our transit centers which are located in many different countries.

Rest assured, your package will be delivered to the address provided by you.

Tracking events are generated every time the package label is scanned in the Asendia network.

If a tracking event is unchanged for several days, it doesn't mean that your package is not moving. There may be several days between scans if the item is in transit nationally and interntaionally.

Some of our partners send notifications offering the option to change the delivery address, after the first delivery attempt is failed.

Some Asendia products allow you to reschedule the delivery. If possible, you receive a notification to reschedule a new delivery.

If a delivery reschedule is not available, either a new delivery is attempted or your package will be delivered to the nearest post-office/pick-up station where it will be available for pick-up.

If you dispute the delivery of your package, please contact your retailer's customer service directly.

Cross-borders shipments are subject to duties and taxes. If these taxes were not included in the price of the goods you paid online, your local customs authority can charge you inbound duties and taxes.

Our partner eShopWorld provides cross border e-commerce solutions and services that enable online retailers to include duties and taxes directly in the goods price.