FAQs
Door-to-door delivery should be easy. Below, we answer some of the most common questions we receive from customers. If you have other doubts, you’re always more than welcome to contact us on+32 2 300 24 24 or at cs.eu@jetpak.com
Jetpak is quality and environmentally certified.
Read more here.
Pack the product in a container that’s right for its size. For best protection, the package must have a stable, hard exterior and a soft interior. You must pack your contents in such a way that they will withstand normal handling during delivery.
Read more here.
As a sender, you can apply to the Transport Agency in your country to become a known sender in order to get faster handling through security control. For senders not classified as known senders, a security fee is charged.
You need to be a known sender with the various authorities in each country and in each different language.
For more information please contact your local Jetpak office.
You can read about how we process your personal data when you send packages with Jetpak in our privacy statement.
No, Jetpak is always available to send packages any day of the year.
You should keep in mind, however, that your recipient may not be open.
Yes, with our fastest service, Jetpak Direct, we guarantee delivery time, and you’ll get your money back if we’re more than an hour late.
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Yes, Jetpak is available around the clock, every day of the week, all year round.
Yes, this is possible to/ from most of our destinations in Europe.
Please note that there are local opening hours.
Contact customer service on +32 2 300 24 24 for more information.
Your estimated time of arrival will appear when booking is confirmed.
You can track your Jetpak delivery in real time via our website or other online means, by emailing cs.eu@jetpak.com or over the phone on +32 2 300 24 24
Jetpak serves the people who schedule deliveries.
In other words, the recipient can cancel the delivery of a package if they scheduled the delivery.
Cancellation is made by contacting customer service on +32 2 300 24 24 or at cs.eu@jetpak.com
If the package has already been picked up, it’s returned to the sender and a charge is made for work performed.
Yes, with Jetpak deliveries the recipient signs a receipt upon delivery.
If the recipient isn’t present when delivery is attempted, Jetpak contacts the recipient and tries to deliver the package again.
If the recipient doesn’t want to accept the package, Jetpak contacts the client, who then decides what should happen next.
All delivery attempts will be charged for.
Please contact customer service cs.eu@jetpak.com
The time you have to pay the import duty depends on the current rules for the recipient country, which is the country into which the goods are to be imported.
See local customs regulations for more information.
You can get both delivery times and prices by contacting customer service on +32 2 300 24 24
When sending packages abroad with Jetpak, a pro forma or commercial invoice must be attached.
If the item is to be resold abroad, use the actual invoice.
If it’s only a delivery, use a pro-forma invoice.
We offer worldwide door-to-door delivery. If you’re sending something outside the EU, we need to make a customs clearance for the content. For that, we need you to provide a pro forma or commercial invoice.
Once you’ve scheduled your delivery, send your invoice with AWB number to us at cs.eu@jetpak.com
Note that four copies of the invoice must be signed and accompany the package on its journey.
Deliveries sent to and from non-EU countries, including Norway, the Faroe Islands and Switzerland, generate import duties.
With our fastest service, Jetpak Direct, you can send packages anywhere in the Nordic countries and Europe.
With our Next-Day services, you can send them worldwide.
When you schedule a delivery with Jetpak, the sender is responsible for filling in customs documents.
Depending on aircraft or vehicle types the size of the shipment can vary, please check with your local Jetpak office.
Contact customer service on +32 2 300 24 24 for more information
Yes, you can, but special rules regarding packaging, content declaration and labelling apply to apply to packages with dry ice.
To schedule such a delivery, you must call us on +32 2 300 24 24
With Jetpak, you can send everything from an envelope or a set of keys to something that weighs several hundred kilos. Once we transported a whale! There are a few things to keep in mind, however:
- If your shipment is to be flown, your price is based on volume weight, i.e. both dimensions and weight.
- For safety reasons, we don’t transport dangerous goods. The exception is dry ice and packages packed in dry ice, where special rules apply to packaging, content declaration and labelling. To schedule a dry ice delivery, you must call us.
Samsung Galaxy Note 7 is not allowed on SAS or Norwegian's flights.
If you have questions or concerns, feel free to call us on +32 2 300 24 24
The maximum weight varies depending on the type of aircraft or vehicle in which your delivery is to be transported, and this can vary greatly.
Why not get in the habit of contacting customer service on +32 2 300 24 24 if you’re sending packages that weigh more than 50 kg.
All weights are rounded up to the nearest kg.
Yes, in general, Jetpak can’t handle dangerous goods, except dry ice.
There may even be restrictions, laws and regulations on the transport of these goods.
Read more in Jetpak's general terms or contact customer service on +32 2 300 24 24
Yes, there are special rules about sending dangerous goods.
Contact customer service on +32 2 300 24 24 for more information.
Read more here