myGermany FAQ | International Shipment Related Queries
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Frequently Asked Questions [FAQ]

Search through our FAQs to find the answer to your question or browse the categories below.

DHL Express
Tel: 0049 1806 345 300
Contact Form: https://www.dhl.ch/en/country_profile.html
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

DHL Weltpaket Economy & Premium
Tel: 0049 228 4333 112
Contact Form: https://www.dhl.ch/en/country_profile.html
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

FedEx Economy & Express
Tel: http://www.fedex.com/de/contact/call/index.html
Contact Form: germany@fedex.de
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

UPS Standard & Express
Tel: 1-800-742-5877
Contact Form: https://global.ups.com/contact-us/
Local Information: https://www.ups.com
Tracking: https://www.ups.com/track?loc=en_DE&requester=ST/

DPD Standard & Express
Tel: 0049 1806 373 200
Contact Form: https://www.dpd.com/ch_en/home/about_dpd/contact2/contact_for_recipient
Local Information: https://www.dpd.com/lt_en/dpd_home/products_services/classic_service2
Tracking: https://www.dpd.com/tracking_de

GLS Standard & Express
Tel: 0049 6677 646907000
Contact Form: https://gls-group.eu/EU/en/contact-form & service@gls-germany.com
Local Information: https://gls-group.eu/EU/en/home
Tracking: https://gls-group.eu/EU/en/parcel-tracking

DB Schenker
Tracking: https://eschenker.dbschenker.com/nges-portal/public/de-DE_DE/#!/tracking/schenker-search

If customers signs up, free Standard Membership is taken as per default. But you can chose between the following membership plans »
https://mygermany.com/account-types/

Within Germany – Return shipment from myGermany to original seller:
In cases of wrong or damaged products, or products which are not compliant with your order, it is, of course, no problem to have these products returned at no charge. You may even return goods to the original seller without stating reasons against a small processing fee.
Please mind, that some Concierge Orders may be treated differently: if a Concierge is disocunt or special offer purchase, it may not be returnable.

OR

From customer to Germany – Return shipment from customer destination to myGermany / original seller:
Customers may also return shipments from their country to us or to the original seller. Unfortunately, this may not only entail high costs but also a great deal of time. Therefore, we ask our customers to thoroughly check their order before the final placement. For this purpose, we offer our free goods inspection service. Occurring transportation and customs costs are to be taken by customer plus a 15 EUR admin fee.

Yes you can. You will find all that options within your account.
As soon as a package  is shown in your Inbox you have this option available!

Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

No, we do not accept or scan or forward such kind of letters.

Yes we do in most cases. Normally, the carrier executes the import clearance within the delivery process, and will charge recipients later. In some  cases / countries it might be that the carrier will contact recipients before delivery for any clarifications. Please check also our tax information.

Here you can check our carriers information » 

Please note that only shipments sent from within the EU will be accepted by us. Shipment from outside the EU require customs and tax liability from the recipient, which is officially not myGermany Gmbh but the customer. So by law it is prohibted to take over these processes on customers behalf.
Please not that such packages will automatically be returned by the carrier, following the carriers Terms & Conditions.

myGermany will not provide his EORI / VAT ID for any import processes.

Yes, this service is standard and free of costs for each incoming parcel. You will find image in your customer account in your Inbox. For more detailed photos or even an inspection of your items please select options in your Inbox.

In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 176 47669792‬ / (national format:) 0176 47669792‬. It is a working myGermany number and is to be found in your account too.

We can only determine the actual shipping charge when your parcel is received by us and we can measure and weigh it. The final shipping cost will depend on:

  • country of destination
  • actual weight and actual dimensions of the parcel (which in reality are different to the expected)
  • dimensional weight = calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate. This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.
  • combined length and girth = calculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel’s circumference in cm. If a parcel exceeds the limits specified by DHL/FedEx, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (e.g. DHL) or 762cm (e.g. FedEx), which are absolutely sufficient for standard carriage
  • bulky / non stack-able items = if your packages cannot shipped as standard packages, e.g. carrier cannot put other packages on top, additional costs may occur, issued by the carrier
  • price adjustments on the part of our carriage service provider as a result of e.g. fuel surcharges (the shipping cost calculator will apply the current fuel surcharges)
  • items are not ship-able as they are / additional handling or packaging required, e.g. not stack-able (carriers might issue additional fees for handling)
  • changes in currency rates

No. For legal reasons, reasons of traceability and consistency this is not possible. The billing address should always be your address.
In cases where it is not possible, please contact us and/or provide a copy of your ID or other documents proofing your identity!

Please use our Concierge and Pick up Service »

Here you can find various overviews including conversion options:

Here you can translate single words or entire web pages:

Economy shipments will be processed and shipped the next day latest.
Express shipments initiated until 2pm CET will be shipped the same day.

You need to initiate the shipment in your customer account in Inbox.

Normally, myGermany works (and sends) Monday to Friday, from 8:00 am to 5:00 pm CET. You can check the German local time here.

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

Yes we can. Simply check the option in your account in the OUTBOX when initiating your shipment.

For this you can use our Concierge Service.

For freight we need to discuss individually, please contact us » 

For normal packages / standard sizes we focus on the specifications of our logistics partners as below. For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

At DHL Weltpaket Ecomony/Premium it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm. Girth must not exceed a value of approx. 360 cm

For DHL Express  we can ship up to 1000kg, additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 200,00€.

At FedEx the maximum weight is also up to 1000kg. The maximum dimensions are very generously regulated: the longest side must not exceed 302cm, girth must not exceed a value of approx. 762 cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

UPS has established specific weight and size limits for the packages that you send with all UPS services. The restrictions below only pertain to individual packages. Limits to the total weight of a single shipment is 70 kg, longest side may be maximum 270cm. Girth 300cm, from 300-400cm additional costs will arise. Shipments larger than the limits listed below will require the use of UPS Freight services or UPS Worldwide Express Freight.
Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 150,00€

DPD – For the best possible transport of your parcel within the DPD system, a number of limits must be taken into consideration. In addition to the max. weight of 31.5 kilos, the overall dimensions are important. The girth – longest side + circumference – are limited to 300 centimeters. Minimal size of parcel 10 x 15 cm.

GLS sorts parcels in distribution centres with automatic sorting systems. This makes shipping fast and inexpensive. Please therefore observe the following maximum dimensions when preparing for dispatch: The parcel may be shipped up to:

  • 60 centimeters high
  • be 80 centimetres wide
  • be 200 centimetres long
  • weigh 40 kilograms.

The girth of a parcel may be up to 300 cm.


What is girth (girth and lenghts)? It is calculated from two heights plus two widths plus one longest side.

Yes. We will send you an automatic confirmation mail right away after your 1 EUR registration payment.

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If customers signs up, free Standard Membership is taken as per default. But you can chose between the following membership plans »
https://mygermany.com/account-types/

Discount applies for normal standard packages only.
If you have received any discount from partner homepage while registering or any internal myGermany discount, it will not apply for freight but normal packages only.

Yes, we can.
Simply add as many delivery addresses as you want in your customer account.

Yes you can do that for your own orders. Please move your mouse onto the value figure or description in the INBOX, click and change the value as required. Please mind that the value will be taken for the shipping documents, it is your responsibility to finally check and confirm the value before initiating the shipment!

Conierge:
You cannot change the vlaue for a Concierge Order, if you have used our Concierge we are forced to use the purchase value for shipping documents.

Customs Delacarion & VAT Refund (»):
You cannot change the value if you need a Customs Declaration for your VAT refund as the amount of purchase and import needs to be the same IF you intending to get a VAT refund from seller.

 

Yes you can. You will find all that options within your account.
As soon as a package  is shown in your Inbox you have this option available!

Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

Yes, this service is standard and free of costs for each incoming parcel. You will find image in your customer account in your Inbox. For more detailed photos or even an inspection of your items please select options in your Inbox.

Yes. You can change your personal information such as email address or shipping address in your customer account under myData. Please mind, that we may deliver the first shipments to the name and address which is with your payment provider only.

We regret if you want to cancel your account. For this purpose, please send us an email with your email address registered in the account. In this case your active account will be disabled / blocked. A data deletion is based on the statutory deadlines. The statutory retention period under German law applies.

Yes, you must sign up and become a member.

No, we don’t charge a monthly fee for the use of our services for our standard or sensitive membership plans. For premium membership there woill be a charge applied. Membership plans »

Careful handling of personal information is a top priority for us. We appreciate your confidence and assure you that we deal with your personal data in a very conscientious way. Please also read our Privacy Policy.

No. For legal reasons, reasons of traceability and consistency this is not possible. The billing address should always be your address.
In cases where it is not possible, please contact us and/or provide a copy of your ID or other documents proofing your identity!

Please use our Concierge and Pick up Service »

Yes, at any time. You can change your personal information such as email address, delivery address, etc. in your customer account under myAccount » personal data. Please mind, that we deliver the first shipment to the name and address which is with your payment provider.

To change your billing address, please send us an eMail to service@mygermany.com.

With this first registration fee we get valuable information which helps us and our payment providers to protect you, us and our partners against fraud attempts. I.e. stolen credit cards will be dedected etc. Furthermore, this helps us to deal with serious customers.

This 1,00 Euro will be applied as credit to your account and refunded with your next transaction!

Our services are available to corporate bodies and individuals with unrestricted legal competence. Minors may use myGermany only under parental consent.

Yes. We will send you an automatic confirmation mail right away after your 1 EUR registration payment.

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No, myGermany does not receive such packages.
Such packages will automatically be returned by the carrier, following the carriers Terms & Conditions.

DHL Express
Tel: 0049 1806 345 300
Contact Form: https://www.dhl.ch/en/country_profile.html
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

DHL Weltpaket Economy & Premium
Tel: 0049 228 4333 112
Contact Form: https://www.dhl.ch/en/country_profile.html
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

FedEx Economy & Express
Tel: http://www.fedex.com/de/contact/call/index.html
Contact Form: germany@fedex.de
Local Information: https://www.logistics.dhl/de-en/home/contact-us.html
Tracking: https://www.dhl.de/en/geschaeftskunden/express/verfolgen.html

UPS Standard & Express
Tel: 1-800-742-5877
Contact Form: https://global.ups.com/contact-us/
Local Information: https://www.ups.com
Tracking: https://www.ups.com/track?loc=en_DE&requester=ST/

DPD Standard & Express
Tel: 0049 1806 373 200
Contact Form: https://www.dpd.com/ch_en/home/about_dpd/contact2/contact_for_recipient
Local Information: https://www.dpd.com/lt_en/dpd_home/products_services/classic_service2
Tracking: https://www.dpd.com/tracking_de

GLS Standard & Express
Tel: 0049 6677 646907000
Contact Form: https://gls-group.eu/EU/en/contact-form & service@gls-germany.com
Local Information: https://gls-group.eu/EU/en/home
Tracking: https://gls-group.eu/EU/en/parcel-tracking

DB Schenker
Tracking: https://eschenker.dbschenker.com/nges-portal/public/de-DE_DE/#!/tracking/schenker-search

Yes we do.

Important:
Amazon delivers with Amazon Logistics, which delivers packages without proof as per default. Please make sure you force Amazon to deliver against ginature only when ordering with Amazaon. Otherwise, in worst case, Amazon Logistic will “throw” packages into neighbours garden.

No, we don’t forward telephone / SIM cards, normally.

Discount applies for normal standard packages only.
If you have received any discount from partner homepage while registering or any internal myGermany discount, it will not apply for freight but normal packages only.

We do not ship to Post Office Addresses, PO Boxes, or Poste Restante unless otherwise agreed. Some local post providers do it if requested by you. Express services always require a delivery address where we can get a signature form the receiver. If you initiate the shipment to Post Office Addresses, PO Boxes, or Poste Restante your packages might be returned automatically by the carriers at your costs – myGermany cannot influence that process.

Yes, we can.
Simply add as many delivery addresses as you want in your customer account.

Drop Shipment is the fastest shipping method – it comes with 20% discount compared to our standard shipping costs. First-In First-Out Concept: Received packages will directly be forwarded the same day we receive them. No time-consuming opening, checking, repacking, consolidation. Thus you save 20% compared to our standard shipping rates!

You save 20% on your final Shipping Costs!
Packages will be treated with utmost confidentiality, and with priority! We will notify you via eMail and in Inbox when receiving the package, you need to select the shipping options and pay/initiate the shipping order, then packages will be sent as received immediately without time-consuming process-steps in-between. Incoming damaged packages of course will be repacked.

Drop Shipment vs Standard Shipment?
Standard shipments take more time as they are automatically or manually consolidated. For standard shipments we repack new, as we dont do that with Drop Shipment. Thus, we can guarantee the fastest processing time possible!

Transport Insurance?
Our standard partner insurance will be applied automatically to Drop Shipments (check here), you cannot insure higher values. Please make sure such shipments are packed correctly and secure. As we do not open, check, or pack newly such shipments, we cannot take over liablity for myGermany services.

Restrictions – when is Drop Shipment not avialble?

  • We need to handle Drop Shipments differently from the very beginning when we receive them in our warehouse. Thus, an already received package which was not defined as Drop Shipment, cannot be turned into Drop Shipment when already stored in our warehouse.
  • For Deutsche Warenpost, freight items, and Concierge orders it will not be possible to use Drop Shipment.
  • Drop Shipment can only be applied for packages which pass our warehouse, not for pickups which are sent directly.
  • Packages exceeding 32kg and the girth of 300cm cannot be hanlded as Drop Shipment.

.

No, we do not ship such items, nor any imitations etc. Nor any of known serice provider does it internationally.

If we receive such prohibited items, it will be returned at your costs, and you will be cherged a processing fee of 25,00 EUR.

No, we don’t normally. Please check here for details »

If you want us to do so, please contact us individually!

Yes we do, we ship almost everything thanks to our partners.

Please check https://mygermany.com/freight-forwarding/ »

If you want us to propose rates for any cargo shipment, please provide following information:
– weight / dimensions of packed items?
– description of items incl. value?
– is it already sufficiently packed, or do you need any further packaging services?
– where to be picked up? detailed address?
– to where to be sent? detailed address?
– do you act as business or private?
– who handles the clearance?

Costs?
You can check costs for standard shipments here: https://mygermany.com/shipping-cost-calculator/ », for large items, please follow instructions above. Please mind that additional costs might apply for special handling etc.

Food is in general allowed as long as it cannot spoil on its trip. So we ship packed/vacuum-packed packed items, cans, closed glasses, bottles (alcohol only up to 70%) etc.

In certain countries food may be prohibited, please check our summary » or here for detailed information » or contact prohibited@mygermany.com


FDA in US:

You may need to fill a FDA Prior Notice Note before importing the goods:
https://www.fda.gov/food/guidanceregulation/importsexports/importing/ucm2006836.htm
https://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Importing/ucm2006837.htm (filling form)

If you are not able to fill the form yourself, let myGermany help.
Alternatively, please send us the following information in english language

•        The manufacturer’s name and address
•        The Manufacturer’s FDA registration number
•        The specification of content in g / l or mg / ml
•        The type of protective packaging (e.g. plastic vial, glass bottle, etc.)

myGermany can ship technical devices containing lithium ion batteries with DHL, FedEx, DPD, GLS and UPS. Lithium Ion batteries are classified as Dangerous Goods. Beside specific shipping restrictions a special declaration has to be made. This will be done by myGermany, but can be shipped with certain partners only.

Batteries alone/loose? cannot be shipped, prohibited!

Batteries contained / packed / inside in equipment? can be shipped if the cells < 20Wh / battery < 100 Wh (BTW: Smartphones such as IPhones or Samsungs have approx 5,5Wh, Laptops such as MacBooks have approx 95Wh) If you are not sure, please approach myGermany before attempting to ship such items.

Check here in which countries can Lithium Ion Batteries be sent?
Please contact myGermany before you ship as certain ZIP codes are not available and rules are changing continuously.

FEDEX Economy & Express DHL Express DPD Standard DPD Express GLS Standard GLS Express UPS Standard & Express 
Afghanistan
Albania
Andorra
Angola
Anguilla
Antigua
Antigua und Barbuda
Argentina
Aruba
Australia
Austria
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bolivia
Bosnia and Herzegovina
Brazil
British Virgin Islands
Bulgaria
Cambodia
Cameroon
Canada
Canary Islands, The
Cayman Islands
Chile
China, Peoples Republic
Colombia
Costa Rica
Cote d Ivoire
Croatia
Curacao
Cyprus
Czech Republic
Denmark
Dominica
Dominican Republic
Ecuador
El Salvador
Estonia
Faroe Islands
Fidshi
Finland
France
French Guiana
Gabun
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guyana
Haiti
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iraq
Ireland, Republic of
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kenya
Kiribati
Kosovo
Korea, Republic of (South K.)
Kuwait
Kyrgyzstan
Latvia
Lebanon
Liechtenstein
Lithuania
Luxembourg
Lybia
Macau
Macedonia, Republic of
Madagascar
Malaysia
Malta
Martinique
Mauritius
Mexico
Moldova, Republic of
Monaco
Montserrat
Morocco
Mosambic
Myanmar
Namibia
Nauru
Netherlands (Holland)
New Zealand
Nicaragua
Nicaragua
Niger 
Nigeria
Norway
Oman
Palau
Panama
Papa Neuguinea
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Reunion, Island of
Romania
Russian Federation, the
San Marino
Sardina
Saudi Arabia
Senegal
Serbia, Republic of
Sicily
Singapore
Slovak Republic
Slovenia
South Africa
Spain
St. Kitts and Nevis
St. Lucia
St. Maarten (NL)
St. Martin (FR)
St. Vincent
Suriname
Sweden
Switzerland
Taiwan, Republic of China
Tajikistan
Tanzania
Thailand
Togo
Trinidad and Tobago
Tschad
Turkey
Turkmenistan
Turks and Caicos Islands
U.S. Virgin Islands
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Vatican City, Holy See
Venezuela
Vietnam
Virgin Islands

 

Within Germany – Return shipment from myGermany to original seller:
In cases of wrong or damaged products, or products which are not compliant with your order, it is, of course, no problem to have these products returned at no charge. You may even return goods to the original seller without stating reasons against a small processing fee.
Please mind, that some Concierge Orders may be treated differently: if a Concierge is disocunt or special offer purchase, it may not be returnable.

OR

From customer to Germany – Return shipment from customer destination to myGermany / original seller:
Customers may also return shipments from their country to us or to the original seller. Unfortunately, this may not only entail high costs but also a great deal of time. Therefore, we ask our customers to thoroughly check their order before the final placement. For this purpose, we offer our free goods inspection service. Occurring transportation and customs costs are to be taken by customer plus a 15 EUR admin fee.

Yes and no.
If selected any Standard or Economy Service, it may be handed over to local post.
If you have selected Express Service it will be a direct door-to-door delivery by the selected carriers itself.

Check here the generic and detailed information:

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

We normally send door-to-door with our partners because of security and service level.

If you want us to ship to a special pick up location, please contact us via eMail at info@mygermany.com

We consolidate your items for free. We will consolidate into < 30kg maximum (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order numbers you want us to consolidate.

If you want us to consolidate more heavy than > 30kg, please contact us individually for each consolidation. Additional costs will occur.

After the consolidation is done we will notify you and you can initiate the shipping process in your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). If we need to open/change a consolidated package, additional fees will be charged. Please mind that we may charge also fees for consolidated packages which are not sent!

We can ship new engines without any restrictions, such as chain saw, motorboad-motor, bike-motor etc.
As soon as it is an used engine running with liquids (such as oil, petrol), we can ship it emptied only – and need a certificate that it was emptied by any entitled garage. Only then it can be flight as Non-Dangerous-Good. Otherwise it will be treated as Dangerous Good, which requires a lot of effort and is costly. Such certificates can not be issued by myGermany.

Such services are default services and will be done by us automatically for free:

  • free receiving, inspection of your items incl. photos
  • free storage up to 30 (Standard/Sensitice) or 60 (Premium) days
  • free automatic repacking & consolidation incl. reducing package sizes
  • free customs documents preparation (special customs export declarations may cause additional costs)
  • free optional / special shipment methods such as Disreect-Shipment or DropShipment (=rush service)

Yes, we can, with certain restrictions (see below). If shipments will be returned from Russia to Germany (because your addresses did not meet the below requirements) costs will occure and charged to you.

 

 

Private Account / Recipient Address Business Account / Recipient Address Containing Lithium Batteries (such as in Laptops, SmartPhones etc.)
DHL Economy/Premium Yes, maximum 20kg per package with maximal 105cm for longest site Yes, maximum 20kg per package with maximal 105cm for longest site No
DHL Express No Yes, for business address / legal entities only. Company name required in shipping address. VAT ID required. Yes,
for business address / legal entities only
FedEx Economy No Yes, maximal 200 EUR value and 30kg (if figures exceeded, recipient takes care for clearance).
For business address / legal entities only. Company name required in shipping address. VAT ID required.
No
FedEx Express No Yes, maximal 200 EUR value and 30kg (if figures exceeded, recipient takes care for clearance).
For business address / legal entities only. Company name required in shipping address. VAT ID required.
No
UPS Standard No No No
UPS Express Yes, for maximum 200 EUR value. Certain ZIP codes can be delivered only, please contact myGermany. Yes, for maximum 200 EUR value. Certain ZIP codes can be delivered only, please contact myGermany. Yes,
for maximum 200 EUR value and 5kg. Certain ZIP codes can be delivered only, please contact myGermany.
DPD Standard No No No
DPD Express No Yes, for business address / legal entities only. Company name required in shipping address. VAT ID required. No

 

No, we don’t.

Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

Your items have been moved from the EXPECTED BOX to the INBOX because they have reached our warehouse! You will find all relevant information in your account, such as photos, status, condition, description, weight etc.

Now you need to be active: put the items you want to get forwarded into the OUTBOX. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you will be asked to pay. As soon as you have completed the payment, we will initiate the shipment!

All claims (loss or damage) must be communicated within 20 days after receipt. We fully support you, actually we prepare the claim form for you. Loss, damage and delay claims can be made via eMail, service@mygermany.com. Please mind, if you notice a damage, take pictures of the damaged inner & out package, of the damage, and also provide us with proof of value.

Please provide following information:

  1. description of item, describe damage to contents
  2. value of damaged item
  3. is it repairable?
  4. AWB number / tracking number
  5. myGermany order number
  6. was the outer packaging obviously damaged when receiving? (please provide pics), describe damage to outer packaging
  7. was the inner packaging damaged? (please provide pics), describe inner packaging damage
  8. have you spoken / notified the logistic driver?
  9. proof of value / or purchase / any document stating your ownership and the value
  10. please provide pictures from inner and outer packaging as well as from item – important: pics need to reflect the damage to the package

Please note that there are restrictions in insurance coverage for certain goods. Insured is the value of the itemTransportation costs are insured to a certain extend only: rates of our carrier partners are covered, our additional services and material, which are added on top of partners shipping rates are not covered. If the damage has clearly been caused by third parties, myGermany cannot be liable for the compensation of item, shipping rates partners and our services).

Please take a look here: Terms & Conditions

Yes, we do.
In case your German seller has not done it, we can do it. Additional costs are 20 Euro per 5 customs tariff numbers.

What is an customs declaration?
It is needed for packages in Non-EU countries only. When your shipment value is above 1000 EUR we need to do a certain declaration which requires customs involvement:
(https://www.dhl.de/en/express/versenden/hilfe-zollabwicklung/zollpapiere/ausfuhrbegleitdokument.html)
It means that customs need to release the items which will take an additional day. But it means also, that we need the original invoices / proof of purchase for each of the items.

Customs Declaration and VAT Refund?
We will need to fill a form with the German customs (ATLAS) and will get a MRN number, which will be sent with your package. Wehn customs in destination country received and concludes the MRN, then German customs will release the MRN and you can use that MRN for your seller as proof of shipment. Thus, he will be entitled to refund VAT (but not obligated).

Incoming parcels are opened by standard processes and inspections: First, they are recorded, photographed and assigned to your customer account. If you have entered information in your “Expected Order Box” regarding your expected goods, our staff will compare the received goods with your information. If you have not key in details, our staff will do it for you. Then we will update the status messages into your customer account in the “Inbox”. You will then receive an email notification that your goods have been received. Afterwards, the goods are repackaged and/or stored in a storage place which is specifically held ready for you.

Drop shipments will not be handled like that, they will be sent directly to your address without us opening them.

If a consignment of goods is found to be defective caused by the original vendor, such as incorrectly transmitted or damaged goods, you can request the return of the goods to the original vendor within a period of 14 days after receipt of the goods by myGermany. This service is free of charge at myGermany and usually also free of charge at the original vendor. However, if the original sender charges a fee, these costs will be passed on to you.

Should the goods not be damaged and meet your order, but you have no more interest in them, they can be returned to the original sender without indicating a reason up to 14 days after receipt by myGermany. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

Please mind, that some Concierge Orders may be treated differently: if a Concierge is disocunt or special offer purchase, it may not be returnable.

Combined length and girth is the alculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel´s circumference in cm. If a parcel exceeds the limits specified by carriers, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (DHL) or 762cm (FedEx) or 400cm (UPS) and are absolutely sufficient for standard carriage.

More information about the maximum sizes »

The dimensional weight is the calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate.
This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.

DHL Weltpaket Standard Economy/Premium – no volumetric weight applies!

Volumetric weight:
https://mygermany.com/cheap-international-shipping-from-germany/#Howdowecalculate

Business days are the days where businesses typically work in Germany, Monday to Friday.

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

myGermany does not provid services for Letter Scanning or Forwarding!
We can scan and forward letters which are realted, attached to your packages. But myGermany will not forward stand-alone letters.
* We will not receive, scan, forward, nor reply to requests regarding letter forwarding, e.g. letters containing information from banks, telephone cards/SIM cards, verification data, such as Google Adsense, VAT registration, or any Registration Verification Letters etc.

myGermany received letters with articles to be forwarded (such as trading cards etc.) but will not receive letters with forbidden contents (check here). Letters will not be opened unless requested differently!

We will send you an email and show it as a status message in your customer account. We also inspect incoming goods for damage and whether they actually correspond to your order as soon as your parcel is received by us.

We generally deliver parcels to all countries, except to countries where military activities are taking place. Countries served by myGermany?

Yes and No.

Yes, the parcels are inspected and again securely packaged in our warehouse. Only when you release the goods for shipment, the parcels will be sent.

No, if you have chosen Drop Shipment, then we directly forward you parcels, without the entire opening- and checking procedure. So we cannot check, but will forward your items the fastest way possible!

Transport Insurance for your Shipments

 

Your shipment can be insured when checking out in your myGermany account. You can select that in the Outbox/CheckOut. We use the transport insurance of our carrier partners (see below). You may not file a claim for damage or loss if you do not select shipment insurance. For detailed information, please take a look here in 4.5.1. Terms & Conditions

Transport Insurance for your Drop Shipments: myGermany cannot be made liable for Drop Shipments as we do not open/check/pack such shipments. Our standard partner insurance will be applied automatically to that shipments (see below). You cannot insure higher values.

Transport Insurance and Customs Value?
Please mind that the transport insurance cannot be higher than your declared customs value in the shipping papers!

 

Insurance Coverage?

 

Insurance covers loss or damage to the items in your shipment. Claims can be made for declared items value and carrier partner shipping rates. Import duties or  taxes cannot be claimed. Insured is the value of the itemTransportation costs are insured to a certain extend only in the sense that the shipment rates of our carrier partners are covered, but myGermany services based on individual cases only. Liability for additional services and material, which are added on top of partners shipping rates, is to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the insurance of your items value, shipping rates of partners, and our services/material).

Carrier may carry limited or no liability for antique or vintage items, jewelry, TVs, electronics, manufacturer’s box/packaging and prohibited goods. Please check with your specific courier for a complete list of prohibited items by courier! If you do not select additional insurance, you assume all risks of loss or damage over the amount of standard liability as stated above.

 

How to fill Claims?

 

Please note that you need to prove the damages when receiving your package. So please check and take pictures along with the driver in case of a damage. We need to report the follwoing to the carriers: How do we handle damges?
All claims will initialy be evaluated by our carrier partners, then by myGermany; and are based on the declared value of goods which is done by you.

 

Transport Insurance of our Carrier Partners.
The insurance acts as follows (based on the shipping conditions of our carrier partners:

 

DHL Premium:
Your goods are automatically covered at no extra cost up to a value of EUR 500.
*Up to an order value of EUR 2,500 we charge EUR 20.
*Up to an order value of EUR 25,000 we charge EUR 70.
If you prefer a higher insurance, please contact us.

DHL Express:
Insurance must be purchased: 1,5% of the value but minimum 20 EUR.

FedEx:
Goods are insured with 1 kg each at 22 EUR.
*additional insurance must be purchased: for each additional 100 EUR value of goods we charge 2 EUR.

DPD:
Your goods are automatically covered at no extra cost up to a value of EUR 520.
*Up to an order value of EUR 10,000 we charge EUR 50.

GLS:
Your goods are automatically covered at no extra cost up to a value of EUR 750.
*Up to an order value of EUR 5,000 we charge EUR 20.

UPS:
Your goods are automatically covered at no extra cost up to a value of EUR 510.
*additional insurance must be purchased: 1,5% of the value but minimum 10 EUR.

DBSchenker:
Goods are insured. Each insurance is based on an individual calculation (as DBSchenker is used for freight only).

You will always receive information in your customer account on the status and whereabouts of your parcels. Once the parcel has left our warehouse, please inform yourself here: Shipment Tracking

Your goods are stored free of charge 30 days & 0,5 cubic meter for Standard / Sensitive Membership, and 60 days & 2,0 cubic meter for Premium Membership.

After 30/60 days free storage or exceedance your free storage scope, we store your items for additional 90 days. in these additional days we charge for storage: each parcel 3 Euros per day (each pallet 150 EUR per month). Should your parcel be very large and the storage requirements higher than normal, myGermany reserves the right to adjust the storage fees accordingly.

You will be notified via eMail and in your account if you face the limits.

Summary
Standard model – 30 days and 0,5 cbm
Sensitive model – 30 days and 0,5 cbm
Premium model – 60 days and 2,0 cbm

No. All cost regarding shipment are included in the stated shipping cost.

Yes. myGermany offers the option Discreet Shipment. By selecting Discreet Shipment parcels are forwarded to the customer ensuring that the contents or origin of the parcel are not recognizable for the recipient. This option must be selected in the customer’s account.

Yes. myGermany offers the option Drop Shipment. By selecting Drop Shipment the parcels are directly forwarded without being opened and inspected by myGermany. These parcels are also recorded and displayed in the customer’s account with the appropriate status “Forwarded”.

Yes. If you have not selected Dropshipment, myGermany will – if possible – repack your parcels in order to ensure a favorable and safe shipment to you.

Repacking: Free of costs.
Consolidation for free – one of our most appreciated service :
We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into 30kg max (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it. After the consolidation is done we will notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

Please mind these two consolidation options:
If you put your order straight in the OUTBOX and ship them, the free repacking & consolidation happens automatically by our system.
But if you can bear 1-2 days, then please selected MANUAL CONSOLIDATION in INBOX (not OUTBOX): here our warehouse team will focus manually on consolidation (and is often better than system)- of course also for free Your items will disappear from your account. We will repacked and combine them into as little packages as possible. After completion we will notify you via eMail and a new package will appear in your Inbox.
Free consolidation happens only once! Once we have consolidated your parcel, there will be no further changes for free. A new re-consolidation will be charged a 29EUR.
If you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

Yes. You can change your personal information such as email address or shipping address in your customer account under myData. Please mind, that we may deliver the first shipments to the name and address which is with your payment provider only.

We can only determine the actual shipping charge when your parcel is received by us and we can measure and weigh it. The final shipping cost will depend on:

  • country of destination
  • actual weight and actual dimensions of the parcel (which in reality are different to the expected)
  • dimensional weight = calculation basis for carriage by air. The dimensional weight is related to the size of the packing used by the seller. The dimensional weight provides an easy way to calculate the actual air freight space required for the transportation of goods, which may be low in weight and bulky at the same time. The dimensional weight of the shipment is compared with the actual weight, whereas the higher value is used to determine the freight cost or rate. This means as well, that a lightweight picture frame may turn out more expensive than a heavy television. Why? Because the picture frame is larger in size and volume than the small television.
  • combined length and girth = calculation basis for the carriage by road. The combined length and girth serves as a dimensional reference for cargo loads and is measured on the basis of the parcel’s circumference in cm. If a parcel exceeds the limits specified by DHL/FedEx, the shipping will be effected on the basis of the respectively applicable rate class. These maximum lengths differ from country to country, however, as a rule of thumb, they must not exceed a value of approx. 360cm (e.g. DHL) or 762cm (e.g. FedEx), which are absolutely sufficient for standard carriage
  • bulky / non stack-able items = if your packages cannot shipped as standard packages, e.g. carrier cannot put other packages on top, additional costs may occur, issued by the carrier
  • price adjustments on the part of our carriage service provider as a result of e.g. fuel surcharges (the shipping cost calculator will apply the current fuel surcharges)
  • items are not ship-able as they are / additional handling or packaging required, e.g. not stack-able (carriers might issue additional fees for handling)
  • changes in currency rates

The duration of shipment depends on the selected logistic provider, shipment method and destination country. Check your country guide here.

Please mind that sometimes there are delays caused by the carriers, which myGermany cannot influence! Because of human errors, technical issues, weather etc. Such problems cant be predicted. The stated standard delivery periods of our carriers are average delivery periods, and cannot be / are not contractual guarantied timings. myGermany will always help you if your package is delayed.

 

Economy shipments will be processed and shipped the next day latest.
Express shipments initiated until 2pm CET will be shipped the same day.

You need to initiate the shipment in your customer account in Inbox.

Normally, myGermany works (and sends) Monday to Friday, from 8:00 am to 5:00 pm CET. You can check the German local time here.

Yes we can. Simply check the option in your account in the OUTBOX when initiating your shipment.

For freight we need to discuss individually, please contact us » 

For normal packages / standard sizes we focus on the specifications of our logistics partners as below. For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

At DHL Weltpaket Ecomony/Premium it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm. Girth must not exceed a value of approx. 360 cm

For DHL Express  we can ship up to 1000kg, additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 200,00€.

At FedEx the maximum weight is also up to 1000kg. The maximum dimensions are very generously regulated: the longest side must not exceed 302cm, girth must not exceed a value of approx. 762 cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

UPS has established specific weight and size limits for the packages that you send with all UPS services. The restrictions below only pertain to individual packages. Limits to the total weight of a single shipment is 70 kg, longest side may be maximum 270cm. Girth 300cm, from 300-400cm additional costs will arise. Shipments larger than the limits listed below will require the use of UPS Freight services or UPS Worldwide Express Freight.
Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 150,00€

DPD – For the best possible transport of your parcel within the DPD system, a number of limits must be taken into consideration. In addition to the max. weight of 31.5 kilos, the overall dimensions are important. The girth – longest side + circumference – are limited to 300 centimeters. Minimal size of parcel 10 x 15 cm.

GLS sorts parcels in distribution centres with automatic sorting systems. This makes shipping fast and inexpensive. Please therefore observe the following maximum dimensions when preparing for dispatch: The parcel may be shipped up to:

  • 60 centimeters high
  • be 80 centimetres wide
  • be 200 centimetres long
  • weigh 40 kilograms.

The girth of a parcel may be up to 300 cm.


What is girth (girth and lenghts)? It is calculated from two heights plus two widths plus one longest side.

Load More

Yes we do, we ship almost everything thanks to our partners.

Please check https://mygermany.com/freight-forwarding/ »

If you want us to propose rates for any cargo shipment, please provide following information:
– weight / dimensions of packed items?
– description of items incl. value?
– is it already sufficiently packed, or do you need any further packaging services?
– where to be picked up? detailed address?
– to where to be sent? detailed address?
– do you act as business or private?
– who handles the clearance?

Costs?
You can check costs for standard shipments here: https://mygermany.com/shipping-cost-calculator/ », for large items, please follow instructions above. Please mind that additional costs might apply for special handling etc.

Food is in general allowed as long as it cannot spoil on its trip. So we ship packed/vacuum-packed packed items, cans, closed glasses, bottles (alcohol only up to 70%) etc.

In certain countries food may be prohibited, please check our summary » or here for detailed information » or contact prohibited@mygermany.com


FDA in US:

You may need to fill a FDA Prior Notice Note before importing the goods:
https://www.fda.gov/food/guidanceregulation/importsexports/importing/ucm2006836.htm
https://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Importing/ucm2006837.htm (filling form)

If you are not able to fill the form yourself, let myGermany help.
Alternatively, please send us the following information in english language

•        The manufacturer’s name and address
•        The Manufacturer’s FDA registration number
•        The specification of content in g / l or mg / ml
•        The type of protective packaging (e.g. plastic vial, glass bottle, etc.)

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

We consolidate your items for free. We will consolidate into < 30kg maximum (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order numbers you want us to consolidate.

If you want us to consolidate more heavy than > 30kg, please contact us individually for each consolidation. Additional costs will occur.

After the consolidation is done we will notify you and you can initiate the shipping process in your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). If we need to open/change a consolidated package, additional fees will be charged. Please mind that we may charge also fees for consolidated packages which are not sent!

We can ship new engines without any restrictions, such as chain saw, motorboad-motor, bike-motor etc.
As soon as it is an used engine running with liquids (such as oil, petrol), we can ship it emptied only – and need a certificate that it was emptied by any entitled garage. Only then it can be flight as Non-Dangerous-Good. Otherwise it will be treated as Dangerous Good, which requires a lot of effort and is costly. Such certificates can not be issued by myGermany.

Such services are default services and will be done by us automatically for free:

  • free receiving, inspection of your items incl. photos
  • free storage up to 30 (Standard/Sensitice) or 60 (Premium) days
  • free automatic repacking & consolidation incl. reducing package sizes
  • free customs documents preparation (special customs export declarations may cause additional costs)
  • free optional / special shipment methods such as Disreect-Shipment or DropShipment (=rush service)

We can ship, but exclude liability for ceramics such as cooking plates.
Shipping of such sensitve items can not be insured by myGermany. Even the best packaging – even from the factory – can not prevent damage, as internal components always get vibrated during transport. Only a separate packaging of all internal components ensures safe transport. But this is a too much effort (at least cost of 400 EUR).

Yes you can. You will find all that options within your account.
As soon as a package  is shown in your Inbox you have this option available!

Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

Our employees have a lot of experience in packing parcels for international shipping. We use high-quality materials that we buy ourselves, or material submitted by our carrier partners, please also see here.

For additional requirements we can use more than average packaging material, wherefore you have an option in your account in the OUTBOX when initiating a shipment.

Transport Insurance for your Shipments

 

Your shipment can be insured when checking out in your myGermany account. You can select that in the Outbox/CheckOut. We use the transport insurance of our carrier partners (see below). You may not file a claim for damage or loss if you do not select shipment insurance. For detailed information, please take a look here in 4.5.1. Terms & Conditions

Transport Insurance for your Drop Shipments: myGermany cannot be made liable for Drop Shipments as we do not open/check/pack such shipments. Our standard partner insurance will be applied automatically to that shipments (see below). You cannot insure higher values.

Transport Insurance and Customs Value?
Please mind that the transport insurance cannot be higher than your declared customs value in the shipping papers!

 

Insurance Coverage?

 

Insurance covers loss or damage to the items in your shipment. Claims can be made for declared items value and carrier partner shipping rates. Import duties or  taxes cannot be claimed. Insured is the value of the itemTransportation costs are insured to a certain extend only in the sense that the shipment rates of our carrier partners are covered, but myGermany services based on individual cases only. Liability for additional services and material, which are added on top of partners shipping rates, is to be evaluated for each individual case (If the damage has clearly been caused by third parties, myGermany cannot be liable for the insurance of your items value, shipping rates of partners, and our services/material).

Carrier may carry limited or no liability for antique or vintage items, jewelry, TVs, electronics, manufacturer’s box/packaging and prohibited goods. Please check with your specific courier for a complete list of prohibited items by courier! If you do not select additional insurance, you assume all risks of loss or damage over the amount of standard liability as stated above.

 

How to fill Claims?

 

Please note that you need to prove the damages when receiving your package. So please check and take pictures along with the driver in case of a damage. We need to report the follwoing to the carriers: How do we handle damges?
All claims will initialy be evaluated by our carrier partners, then by myGermany; and are based on the declared value of goods which is done by you.

 

Transport Insurance of our Carrier Partners.
The insurance acts as follows (based on the shipping conditions of our carrier partners:

 

DHL Premium:
Your goods are automatically covered at no extra cost up to a value of EUR 500.
*Up to an order value of EUR 2,500 we charge EUR 20.
*Up to an order value of EUR 25,000 we charge EUR 70.
If you prefer a higher insurance, please contact us.

DHL Express:
Insurance must be purchased: 1,5% of the value but minimum 20 EUR.

FedEx:
Goods are insured with 1 kg each at 22 EUR.
*additional insurance must be purchased: for each additional 100 EUR value of goods we charge 2 EUR.

DPD:
Your goods are automatically covered at no extra cost up to a value of EUR 520.
*Up to an order value of EUR 10,000 we charge EUR 50.

GLS:
Your goods are automatically covered at no extra cost up to a value of EUR 750.
*Up to an order value of EUR 5,000 we charge EUR 20.

UPS:
Your goods are automatically covered at no extra cost up to a value of EUR 510.
*additional insurance must be purchased: 1,5% of the value but minimum 10 EUR.

DBSchenker:
Goods are insured. Each insurance is based on an individual calculation (as DBSchenker is used for freight only).

Your goods are stored free of charge 30 days & 0,5 cubic meter for Standard / Sensitive Membership, and 60 days & 2,0 cubic meter for Premium Membership.

After 30/60 days free storage or exceedance your free storage scope, we store your items for additional 90 days. in these additional days we charge for storage: each parcel 3 Euros per day (each pallet 150 EUR per month). Should your parcel be very large and the storage requirements higher than normal, myGermany reserves the right to adjust the storage fees accordingly.

You will be notified via eMail and in your account if you face the limits.

Summary
Standard model – 30 days and 0,5 cbm
Sensitive model – 30 days and 0,5 cbm
Premium model – 60 days and 2,0 cbm

Yes. myGermany offers the option Discreet Shipment. By selecting Discreet Shipment parcels are forwarded to the customer ensuring that the contents or origin of the parcel are not recognizable for the recipient. This option must be selected in the customer’s account.

Yes. If you have not selected Dropshipment, myGermany will – if possible – repack your parcels in order to ensure a favorable and safe shipment to you.

Repacking: Free of costs.
Consolidation for free – one of our most appreciated service :
We are happy to consolidate your items for free and try to consider all you wishes. We will consolidate into 30kg max (as per policy because of package security and employee health). We won’t charge for it. Just tell us / select in your account what order-numbers you want us to put in your next package, we’ll do it. After the consolidation is done we will notify you and you can initiate the shipping process through your account. Please note, that once we have packed your parcel, you normally cannot consolidate that further (as it is already consolidated). But if you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

Please mind these two consolidation options:
If you put your order straight in the OUTBOX and ship them, the free repacking & consolidation happens automatically by our system.
But if you can bear 1-2 days, then please selected MANUAL CONSOLIDATION in INBOX (not OUTBOX): here our warehouse team will focus manually on consolidation (and is often better than system)- of course also for free Your items will disappear from your account. We will repacked and combine them into as little packages as possible. After completion we will notify you via eMail and a new package will appear in your Inbox.
Free consolidation happens only once! Once we have consolidated your parcel, there will be no further changes for free. A new re-consolidation will be charged a 29EUR.
If you have additional wishes for that parcel (adding things or changing the packaging material etc.), lets talk abut, but we have to ask for a little extra fee since those extra demands take up more time than you think.

Yes. Unless otherwise agreed, we open all incoming parcels (and inspect them for damage and whether they comply with the order) and list the items in your customer account. There, you can determine which packages shall be split. Splitting one packge into two packages will cost you additionally 10 EUR.

Note that if you would like us to consolidate, we do it for free. But we will consolidate into 30kg max (as per policy because of package security and employee health).

You are welcome to do so. Please contact us beforehand. Your ID would be required.
The fee for an external PickUp is 39,00 EUR for standard packages.
The fee for freight is caluclated individually as is depends on weight and dimensions and releated efforts.

For freight we need to discuss individually, please contact us » 

For normal packages / standard sizes we focus on the specifications of our logistics partners as below. For precise Information please use our Shipping Cost Calculator allowing you to determine the size of the parcel. Please also refer to the units of measure for the size of girth and volumetric weight, which may apply in extreme cases. More details, see here.

At DHL Weltpaket Ecomony/Premium it varies from country to country. The maximum weight is between 20kg and 31.5 kg. The dimensions can usually be up to 120cm x 60cm x 60cm, the longest side must not be longer than 200cm, if one side > 60cm the other two cannot be larger than 60cm. Girth must not exceed a value of approx. 360 cm

For DHL Express  we can ship up to 1000kg, additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 200,00€.

At FedEx the maximum weight is also up to 1000kg. The maximum dimensions are very generously regulated: the longest side must not exceed 302cm, girth must not exceed a value of approx. 762 cm.
Additional costs for unwieldy/non-stackable items can occur, e.g. in case your item is not stack-able FedEx Economy reserves the right to increase costs up to 200,00€.

UPS has established specific weight and size limits for the packages that you send with all UPS services. The restrictions below only pertain to individual packages. Limits to the total weight of a single shipment is 70 kg, longest side may be maximum 270cm. Girth 300cm, from 300-400cm additional costs will arise. Shipments larger than the limits listed below will require the use of UPS Freight services or UPS Worldwide Express Freight.
Additional costs for unwieldy/non-stackable items may occur. In case your item is not stack-able DHL Express reserves the right to increase costs up to 150,00€

DPD – For the best possible transport of your parcel within the DPD system, a number of limits must be taken into consideration. In addition to the max. weight of 31.5 kilos, the overall dimensions are important. The girth – longest side + circumference – are limited to 300 centimeters. Minimal size of parcel 10 x 15 cm.

GLS sorts parcels in distribution centres with automatic sorting systems. This makes shipping fast and inexpensive. Please therefore observe the following maximum dimensions when preparing for dispatch: The parcel may be shipped up to:

  • 60 centimeters high
  • be 80 centimetres wide
  • be 200 centimetres long
  • weigh 40 kilograms.

The girth of a parcel may be up to 300 cm.


What is girth (girth and lenghts)? It is calculated from two heights plus two widths plus one longest side.

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All claims (loss or damage) must be communicated within 20 days after receipt. We fully support you, actually we prepare the claim form for you. Loss, damage and delay claims can be made via eMail, service@mygermany.com. Please mind, if you notice a damage, take pictures of the damaged inner & out package, of the damage, and also provide us with proof of value.

Please provide following information:

  1. description of item, describe damage to contents
  2. value of damaged item
  3. is it repairable?
  4. AWB number / tracking number
  5. myGermany order number
  6. was the outer packaging obviously damaged when receiving? (please provide pics), describe damage to outer packaging
  7. was the inner packaging damaged? (please provide pics), describe inner packaging damage
  8. have you spoken / notified the logistic driver?
  9. proof of value / or purchase / any document stating your ownership and the value
  10. please provide pictures from inner and outer packaging as well as from item – important: pics need to reflect the damage to the package

Please note that there are restrictions in insurance coverage for certain goods. Insured is the value of the itemTransportation costs are insured to a certain extend only: rates of our carrier partners are covered, our additional services and material, which are added on top of partners shipping rates are not covered. If the damage has clearly been caused by third parties, myGermany cannot be liable for the compensation of item, shipping rates partners and our services).

Please take a look here: Terms & Conditions

In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 176 47669792‬ / (national format:) 0176 47669792‬. It is a working myGermany number and is to be found in your account too.

No, unfortunately not at the moment as we are still a small team, but we will call you. You can ask for a Call-back or use our Live-Chat. We will call you whenever you want.

English and German

Business days are the days where businesses typically work in Germany, Monday to Friday.

We will send you an email and show it as a status message in your customer account. We also inspect incoming goods for damage and whether they actually correspond to your order as soon as your parcel is received by us.

We are in the office from Monday to Friday, 08:00 am to 06:00 pm German time, CET.

Check current German time

Here you can translate single words or entire web pages:

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Yes we do.

Important:
Amazon delivers with Amazon Logistics, which delivers packages without proof as per default. Please make sure you force Amazon to deliver against ginature only when ordering with Amazaon. Otherwise, in worst case, Amazon Logistic will “throw” packages into neighbours garden.

We normally put an open amount directly as credit to your account, unless otherwise discussed or requested by you. This will be reckobed up with your next transaction.

Refund / Return Concierge Orders from myGermany warehouse to Merchant:
For a return or an exchange of goods, we execute the communication with the original vendor and take care of the return (upon your request). Possible costs for return postage (for mail orders) and allowances (for myGermany), we will calculate with your already paid money; the remaining amount less 10% concierge fee will be refunded or we calculate it to open amounts.

Discount applies for normal standard packages only.
If you have received any discount from partner homepage while registering or any internal myGermany discount, it will not apply for freight but normal packages only.

Please note that only shipments sent from within the EU will be accepted by us. Shipment from outside the EU require customs and tax liability from the recipient, which is officially not myGermany Gmbh but the customer. So by law it is prohibted to take over these processes on customers behalf.
Please not that such packages will automatically be returned by the carrier, following the carriers Terms & Conditions.

myGermany will not provide his EORI / VAT ID for any import processes.

Yes, for that you can use our Concierge Service.

Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay. For private sales, such as Ebay-Kleinanzeigen, we do not take over liability.

Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay. For private sales, such as Ebay-Kleinanzeigen, we do not take over liability.

The billing address should be your own address.

The delivery address is your myGermany address:

Sample Address myGermany

In the best case, enter your own phone number. This should normally be accepted. Should an international telephone number not be accepted, you can enter the following number (international format:) +49 176 47669792‬ / (national format:) 0176 47669792‬. It is a working myGermany number and is to be found in your account too.

You can use our Concierge Service.

If a consignment of goods is found to be defective caused by the original vendor, such as incorrectly transmitted or damaged goods, you can request the return of the goods to the original vendor within a period of 14 days after receipt of the goods by myGermany. This service is free of charge at myGermany and usually also free of charge at the original vendor. However, if the original sender charges a fee, these costs will be passed on to you.

Should the goods not be damaged and meet your order, but you have no more interest in them, they can be returned to the original sender without indicating a reason up to 14 days after receipt by myGermany. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

Please mind, that some Concierge Orders may be treated differently: if a Concierge is disocunt or special offer purchase, it may not be returnable.

Once you have placed the order to the original seller, let us know which goods you are expecting. Thus way we can check incoming goods against your order.

For this please access your Expected Order Box and enter the details by clicking “Add new delivery”. If you do not specify your data, we will it do for you – then we open the parcels, identify the goods and update it in your Account.

As soon as your items are in the Inbox, you need to be active: put the items you want to get forwarded into the Outbox. Here you will be led automatically with the next steps: you can calculate the shipping fees, you can select the shipment provider and you have certain other shipping options here.

Here you can find various overviews including conversion options:

Here you can translate single words or entire web pages:

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We normally put an open amount directly as credit to your account, unless otherwise discussed or requested by you. This will be reckobed up with your next transaction.

Refund / Return Concierge Orders from myGermany warehouse to Merchant:
For a return or an exchange of goods, we execute the communication with the original vendor and take care of the return (upon your request). Possible costs for return postage (for mail orders) and allowances (for myGermany), we will calculate with your already paid money; the remaining amount less 10% concierge fee will be refunded or we calculate it to open amounts.

Paid too much – we will reckon it up with your following bill. That means you will pay this amount less.

Paid too little – we will send a request for payment for the outstanding amount with your next bill.

You can either cancel the whole order or just the one item that is not available. For that you need to already specify during the order process (ie when completing the Concierge form), which of these two options you choose (the whole order or just the unavailable item will be canceled by us).

Already paid fees will be refunded to you 100% on the way as you have paid for them.

We will notify you if and why an item cannot be ordered. We will also ask you if you want us to order this article for you at a later time.

When you have completed the Concierge Service form, it is forwarded to our staff who execute the order, usually at the same day, sometimes 24-48h. If there are a lot of orders, it may take up to two days. You are informed by email and in your customer account via the Status Messages.

You pay directly after you submitted the Concierge Form to us. 10% will automatically be added, costs min 3,00 €.

You pay 10% fee for the Concierge order (costs min 3,00 €) we are doing on your behalf. Nothing for the cancellation. Please mind, as long as we have not placed your order, you can edit or cancel the Concierge order. You can do this in your account in myOrders in the Concierge-Box. Fees already paid will be refunded to 100% on the way which you have paid the fees. Once we have placed the order at the original vendor (usually one to two days after you have sent the form to us), a change or a cancellation is no longer possible.

However, you can have the goods you no longer like returned to the vendor up to 14 days after receipt by myGermany once they have been received in our warehouse. This option can also be found on your account in myOrders in the Inbox. For this service we charge a processing fee of 10 Euros. However, if the original sender charges a fee, these costs will be passed on to you.

To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

Return Concierge Orders from myGermany warehouse to Merchant:
For a return or an exchange of goods, we execute the communication with the original vendor and take care of the return (upon your request). Possible costs for return postage (for mail orders) and allowances (for myGermany), we will calculate with your already paid money; the remaining amount less 10% concierge fee will be refunded or we calculate it to open amounts.

Yes, you can. As long as we have not placed your order, you can edit or cancel the Concierge order.

You can cancel in your account in myOrders in the Concierge Box. Fees already paid will be refunded 100% as long as we have not been active! Once we have placed the order, or started discussion on adds, or initiated the pick up (usually one to two days after you have sent the form to us), a change or a cancellation is no longer possible. However, you can have the goods returned to the vendor up to 14 days after receipt by myGermany once they have been received in our warehouse. This option can also be found on your account in myOrders in the Inbox. For this service we charge a processing fee of 10 Euros, Concierge Fee of 10% is not refundable. If the original sender charges a fee, these costs will be passed on to you. To meet the deadline, it is necessary that you inform myGermany in time so that we can resend your goods on time to the original vendor.

In cases where shipments contain wrong or damaged, caused by the original seller, resp. products which are not compliant with the order (e.g. wrong size, colour, or general specifications), it is, of course, no problem to have these products returned, normaly at no charge. In case, costs will occure, we will pass it on to you. For returing hoods you need to consider a certain period of 14 days.

You may even return goods to the original seller without stating any reasons (e.e you changed your opinion). This service comes with a fee of ten Euros (in addition to the costs that may be charged by the original seller). Costs incurred by the original seller will be passed on to you, too. Please consider a that the return can only be happen within 14 days after receipt of your goods in our warehouse.

Please mind, that some Concierge Orders may be treated differently: if a Concierge is disocunt or special offer purchase, it may not be returnable.

Possible costs for return postage (for mail orders) and allowances (for myGermany), we will calculate with your already paid money; the remaining amount less 10% concierge fee will be refunded or we calculate it to open amounts.

The revocation period of 14 days is important. So take care to inform myGermany in time about returns, so that we can return your goods in time to the original seller.

Please see also here.

No.

Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay. For private sales, such as Ebay-Kleinanzeigen, we do not take over liability.

Bid = No.

Buy-it-now and payments for your purchase = Yes.

myGermany can not bid because of several constrains bur predominantly because of time issues. But myGermany can execute the Buy-it-now or other payments for you through our Concierge Service. Please note that eBay is a private sales platform and therefore you have no right of returning the goods. That means that myGermany also does not coordinate any returns for purchases done on eBay. For private sales, such as Ebay-Kleinanzeigen, we do not take over liability.

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

Yes, we do offer such a service (see Concierge Service). The Concierge will pick up and normally ship into our warehouse, thus you can continue to shop in Germany and we can take care for secure packaging. myGermany handles the communication and charges an extra fee of minimum 20 Euros for the pick up service into our warehouse. We try to cope it within these 20 Euro, if higher costs occur, you will be charged.
Please mind that some articles are not in condition for international transport, myGermany will check that upfront and discuss with you.

(If you want us to only pick up and ship directly to your country, that is also possible. Please contact info@mygermany.com)

For larger items we would need to speak to seller of course. Please submit in the Concierge Form the contact data of seller, thus we can organize everything directly with seller – which saves you and us a lot of time and probably costs 🙂

For this you can use our Concierge Service.

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No, myGermany does not receive such packages.
Such packages will automatically be returned by the carrier, following the carriers Terms & Conditions.

Check your Import Duty / Tax limitiations for your country »

Yes we do in most cases. Normally, the carrier executes the import clearance within the delivery process, and will charge recipients later. In some  cases / countries it might be that the carrier will contact recipients before delivery for any clarifications. Please check also our tax information.

Here you can check our carriers information » 

VAT refund is possible, but you need to start / discuss before you initiate the purchase, or simply take option C). There are certain options:

A) no guarantee.

For items < 1000EUR and you purchase (billing address needs to be your address): Speak to the merchant and he can refund the VAT after we sent you/him the export documents. Be aware: refunding VAT is a can, not must…means the merchant has the power to say No. If he agrees, we will provide 2-3 weeks after delivery the papers / proof of the customs that we really exported the item outside of EU! Along with a small letter of yours he will refund the VAT to you….

B) better:

For items ≥ 1001 EUR and you purchase (billing address needs to be your address):
Speak to merchant, you will get a MRN number with the export from us. With that it is easy to refund the VAT.
An additional declaration export document is to be prepared (costs 20EUR per 5 customs tariff numbers). 

C) easiest.

You initiate our concierge service:
We will buy it for you and sell it to you without VAT. We take a fee of 10% (min. 3EUR) and you cannot “fine-tune” any customs values as we declare it with the value we bought it (we are liable for that in that case).
You simply need to initiate the Concierge (https://mygermany.com/pickup-concierge-service-germany/) and put a small line in the comment that you have spoken to us.

 

If you have already purchased at merchant and want myGermany to return VAT afterwards, we may be able to help, but allow us to take a VAT refund processing fee of 40 EUR. 

Yes, we do.
In case your German seller has not done it, we can do it. Additional costs are 20 Euro per 5 customs tariff numbers.

What is an customs declaration?
It is needed for packages in Non-EU countries only. When your shipment value is above 1000 EUR we need to do a certain declaration which requires customs involvement:
(https://www.dhl.de/en/express/versenden/hilfe-zollabwicklung/zollpapiere/ausfuhrbegleitdokument.html)
It means that customs need to release the items which will take an additional day. But it means also, that we need the original invoices / proof of purchase for each of the items.

Customs Declaration and VAT Refund?
We will need to fill a form with the German customs (ATLAS) and will get a MRN number, which will be sent with your package. Wehn customs in destination country received and concludes the MRN, then German customs will release the MRN and you can use that MRN for your seller as proof of shipment. Thus, he will be entitled to refund VAT (but not obligated).

There are not always import taxes and / or customs duties. It always depends on the type of goods and the import conditions of your country, some goods are exempted from customs duties. An applicable import tax or turnover tax on imports is calculated from the customs value. It is a percentage of the value of the goods including shipping costs. For more information please read: Taxes and Customs Duties

Generic Information:

Taxes and Customs Duties


When do you pay:

When do I pay for customs duties and import tax?


Calculation of import tax by customs?

How will the import tax or customs duties be calculated?


Conclusion of value of items?

How is the information / description of the goods concluded for the customs declaration?


Customs clearance?

Do you handle the customs clearance processes?

Check your Import Duty / Tax limitiations for your country »

Customs duties and taxes must be paid after the goods have arrived at your destination country. They must be paid by you – the buyer and importer. Most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter.

(Normally we ship via incoterm DAP, freight can be handled differently)

Generic Information:

Taxes and Customs Duties


Calculation of import tax?

How will the import tax or customs duties be calculated?


Customs clearance?

Do you handle the customs clearance processes?

 

The customs value of goods is the value that is the basis for the calculation of the customs duties. It is composed of the invoice amount and the shipping costs. The customs value is always determined by the customs office.

Check your Import Duty / Tax limitiations for your country »

If you use the Concierge Service, we take the data from the Concierge form.

If you have purchased the goods yourself, you will need to enter data (such as description and value etc.) regarding your order in the Expected-Items-Box in your customer account (under myOrder), so that myGermany can assign incoming parcels to your order. Taking your data we create the customs declaration. Please make understandable and truthful statements to avoid any misunderstanding.
That means: you need to enter data before your package reaches our warehouse!

Check alos:

How will the import tax or customs duties be calculated?

No. These fees are to be paid separately upon arrival of the goods in the destination country. Whether and how many fees incur depends on the type of product and whether duties or taxes incur. For more information, please read: Taxes and Customs Duties

Customs duties and taxes must be paid after the goods have arrived at your destination country. They must be paid by you – the buyer and importer. Most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter.

(Normally we ship via incoterm DAP, freight can be handled differently)

You must not request a special invoice. In order to send goods to a foreign country, certain formal requirements for the exporting country (export declaration), as well as for the importing country (proforma invoice) must be met. myGermany handles the creation of the necessary paperwork. Therefore it is important that you provide us with the goods description when you bought the items yourself (meaning you have not used our Concierge Service). You can do this in the customer’s account in myOrders in the Expected Items Box.

You as the “importer” pay all customs duties. Parcels are subject to random checks by Customs. If customs duties incur, they will be due when the parcel arrives in the target country. Either the logistic partner pays the duties in advance (most often you may pay this to our partner DHL or FedEx after the delivery, they will charge you later via letter), or you will be asked to pick up that parcel in a post office where you have to pay the duties.

(Normally we ship via incoterm DAP, freight can be handled differently)

For an easy overview just switch to our Country Guide.

In general it depends on the following conditions:

  1. German export conditions, Find more information here: Customs.
  2. Conditions that apply in your country. Please inform yourself at your customs office.
  3. Conditions of our logistics partner DHL and FedEx.

For an easy overview just switch to our Country Guide or Restricted items.

In general it depends on the following conditions:

  1. German export conditions, Find more information here: Customs.
  2. Conditions that apply in your country. Please inform yourself at your customs office.
  3. Conditions of our logistics partner DHL and FedEx.

That depends on the destination and on the specifications of our logistic partners. Here we have listed more information: Prohibited items.

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No, myGermany does not receive such packages.
Such packages will automatically be returned by the carrier, following the carriers Terms & Conditions.

We normally put an open amount directly as credit to your account, unless otherwise discussed or requested by you. This will be reckobed up with your next transaction.

Refund / Return Concierge Orders from myGermany warehouse to Merchant:
For a return or an exchange of goods, we execute the communication with the original vendor and take care of the return (upon your request). Possible costs for return postage (for mail orders) and allowances (for myGermany), we will calculate with your already paid money; the remaining amount less 10% concierge fee will be refunded or we calculate it to open amounts.

Discount applies for normal standard packages only.
If you have received any discount from partner homepage while registering or any internal myGermany discount, it will not apply for freight but normal packages only.

Yes we do, we ship almost everything thanks to our partners.

Please check https://mygermany.com/freight-forwarding/ »

If you want us to propose rates for any cargo shipment, please provide following information:
– weight / dimensions of packed items?
– description of items incl. value?
– is it already sufficiently packed, or do you need any further packaging services?
– where to be picked up? detailed address?
– to where to be sent? detailed address?
– do you act as business or private?
– who handles the clearance?

Costs?
You can check costs for standard shipments here: https://mygermany.com/shipping-cost-calculator/ », for large items, please follow instructions above. Please mind that additional costs might apply for special handling etc.

You pay always in Euros for the goods. Via our Currency Converter you can convert the amount to check how much it costs in your currency.
In certain FREIGHT cases only, we can use 3rd party provider to get paid in your currency > please speak to us.

On shipping charge

You only pay VAT if myGermany purchases goods within the European Union. According to the Tax Act, delivery within the EU is relevant for VAT. Shipping to third countries is tax-exempted and the tax is not listed on the shipping bill.

On goods

You only pay VAT when you purchase goods within the European Union. According to the Tax Act, delivery within the EU is relevant for VAT. Shipping to third countries are tax-exempted and the tax is not listed on the bill. Sales to third countries (from myGermany to customers) always take place without VAT.

Taxes and Customs Duties »

We accept all major credit cards, PayPal and various country-specific methods. For details please see Payment Information.

We do not have any membership costs. If you ordered your items in Germany, we check, photograph, store, repack, and consolidate it for free. You only pay once you forward parcels with us. You pay per parcel only 1 fee which includes all our services plus the transportation costs of our partners DHL, FedEx, DBSchenker etc. Here you can estimate your total costs »
If you use our Concierge Service then there are costs involved: 10 % Concierge fee (costs min 3,00 €) and/or 20 EUR pick up fee if you want us to pick up your item.

For more information, click here.

Video:

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How it works:

How it works


How it works Concierge:

Concierge Service


Cost Calculator:

Protected: SSC Shipping Cost Calculator new

Freight – in order to calculate: If you have large items, which are considered as freight, please contact us stating:

  • can it be consolidated in order to reduce the costs? this we can see only if we have the item here
  • value, dimensions (HxLxW) and weight of packed items / packages?
  • is it sufficiently packed already or do you need any further packaging services?
  • please bear in mind that the volumetric weight is important? https://mygermany.com/cheap-international-shipping-from-germany/#Howdowecalculate

Then you can either use PayPal, or make money transfers via wire transfer. In the latter case please contact us.

Yes, for that you can use our Concierge Service.

No, your bills can be downloaded in the customer’s account in myAccount.

Any other / merchant invoices are attached as you require. Within your account (while in the shipping-initiating-process in the OUTBOX) you have the option to remove all invoice-relevant documents.

You can also upload your own documents to an outgoing package > within the shipment-initiation-process in your account / OUTBOX.

Your bills can be downloaded in the customer’s account in myAccount.
VAT or non-VAT is simply defined by your country / the destination country.

Paid too much – we will reckon it up with your following bill. That means you will pay this amount less.

Paid too little – we will send a request for payment for the outstanding amount with your next bill.

No. All cost regarding shipment are included in the stated shipping cost.

Careful handling of personal information is a top priority for us. We appreciate your confidence and assure you that we deal with your personal data in a very conscientious way. Please also read our Privacy Policy.

With this first registration fee we get valuable information which helps us and our payment providers to protect you, us and our partners against fraud attempts. I.e. stolen credit cards will be dedected etc. Furthermore, this helps us to deal with serious customers.

This 1,00 Euro will be applied as credit to your account and refunded with your next transaction!

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No, we don’t normally. Please check here for details »

If you want us to do so, please contact us individually!

Yes you can. You will find all that options within your account.
As soon as a package  is shown in your Inbox you have this option available!

Yes you can. Simply upload the document within your account in the process when initiating a shipment / package. The option will be available in the OUTBOX/CheckOut.

No, we do not accept or scan or forward such kind of letters.

myGermany does not provid services for Letter Scanning or Forwarding!
We can scan and forward letters which are realted, attached to your packages. But myGermany will not forward stand-alone letters.
* We will not receive, scan, forward, nor reply to requests regarding letter forwarding, e.g. letters containing information from banks, telephone cards/SIM cards, verification data, such as Google Adsense, VAT registration, or any Registration Verification Letters etc.

myGermany received letters with articles to be forwarded (such as trading cards etc.) but will not receive letters with forbidden contents (check here). Letters will not be opened unless requested differently!

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