Q: Does myGermany accept / receive incoming COD Cash-On-Delivery packages?

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

Q: Do you receive Amazon packages in myGermany warehouse?

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 "signature only" when ordering with Amazon. Otherwise, it has happened too often that Amazon Logistic driver will "throw" packages into neighbours garden or even the garbage etc. This is ridiculous, we know, but we cannot do anything - we have tried to complain but Amazon listens only to the buyers, who are our customers.

Question 1

Does myGermany accept / receive incoming COD Cash-On-Delivery packages?

Accepted Answer

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

Question 2

Contact data of the carriers? Tracking, how can I track my package?

Accepted Answer

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

Question 3

Do you receive Amazon packages in myGermany warehouse?

Accepted Answer

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 "signature only" when ordering with Amazon. Otherwise, it has happened too often that Amazon Logistic driver will "throw" packages into neighbours garden or even the garbage etc. This is ridiculous, we know, but we cannot do anything - we have tried to complain but Amazon listens only to the buyers, who are our customers.

Question 4

Do you forward telephone cards or SIM cards, contract-bound or pre-paid?

Accepted Answer

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

Question 5

Account Memberships with myGermany - Standard, Premium and Sensitive

Accepted Answer

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/

Question 6

Refund money? Concierge Refund? Credit to your account?

Accepted Answer

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.

Question 7

Where and when can I use my discounts? Promotion & Registration Discounts?

Accepted Answer

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.

Question 8

Do you ship to Post Office Addresses, PO Boxes, or Poste Restante?

Accepted Answer

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.

Question 9

Can you ship to different Delivery Addresses? Shipping to different Shipping Addresses?

Accepted Answer

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

Question 10

What means Drop Shipment? Is DropShipment the fastest shipping method?

Accepted Answer

Drop Shipment is the fastest shipping method – it comes with 15% 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 15% compared to our standard shipping rates! You save 15% 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.

Question 11

De Minimis Value for your country. Import Duty? Tax? Duty Free Limits?

Accepted Answer

Check your Import Duty / Tax limitiations for your country »

Question 12

Does myGermany ship / deliver weapons / wepon parts?

Accepted Answer

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.

Question 13

Do you forward credit cards, debit cards, bank card?

Accepted Answer

No, we don't normally. Please check here for details » If you want us to do so, please contact us individually!

Question 14

Can I change the value and description of my orders/items in INBOX?

Accepted Answer

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.

Question 15

Do you ship cargo? Freight? Bulky items? Costs?

Accepted Answer

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.

Question 16

Can I order food? Nutrition? Spoilage Shipments? Preserved Products? Prior Notice Note FDA?

Accepted Answer

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.)

Question 17

Costs? Service Rates? Comparison Service-Costs.

Accepted Answer

Check Overview » Comparison Service-Rates »

Question 18

Can you ship lithium ion batteries? In which regions, destinations, countries?

Accepted Answer

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

Albania		✓	✓	✓
Andorra		✓	✓	✓
Angorra
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	✓	✓	✓	✓
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
Honduras
Hong Kong	✓	✓	✓	✓
Hungary	✓	✓	✓	✓
Iceland		✓	✓	✓
India	✓	✓	✓	✓
Indonesia		✓	✓	✓
Ireland, Republic of	✓	✓	✓	✓
Israel	✓	✓	✓	✓
Italy	✓	✓	✓	✓
Jamaica	✓	✓	✓	✓
Japan	✓	✓	✓	✓
Jersey		✓	✓	✓
Jordan		✓	✓	✓
Kenya
Kiribati
Kosovo		✓
Korea, Republic of South Korea	✓	✓	✓	✓
Kuwait	✓	✓	✓	✓
Kyrgyzstan		✓	✓	✓
Latvia		✓	✓	✓
Liechtenstein	✓	✓	✓	✓
Lithuania	✓	✓	✓	✓
Luxembourg	✓	✓	✓	✓
Macau		✓	✓	✓
Macedonia, Republic of		✓	✓	✓
Madagascar		✓	✓	✓
Malaysia	✓	✓	✓	✓
Malta		✓	✓	✓
Martinique		✓	✓	✓
Mauritius		✓	✓	✓
Mexico	✓	✓	✓	✓
Moldova, Republic of		✓	✓	✓
Monaco	✓	✓	✓	✓
Montserrat
Morocco		✓	✓	✓
Mosambic
Namibia
Nauru
Netherlands (Holland)	✓	✓	✓	✓
New Zealand		✓	✓	✓
Niger
Nigeria		✓	✓	✓
Norway	✓	✓	✓	✓
Oman		✓	✓	✓
Palau
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		✓	✓	✓
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

Question 19

Return shipments

Accepted Answer

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.

Question 20

Do you deliver door-to-door? Door to Door delivery?

Accepted Answer

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:

Question 21

Does your Concierge pick up and re-pack before you ship!? Packaging services? PickUp? Pick-Up?

Accepted Answer

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 :-)

Question 22

Can you ship to local pick up station in my country? local pick up?

Accepted Answer

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

Question 23

Consolidation up to 30kg?

Accepted Answer

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!

Question 24

Can I ship used engines? motors? engines filled with oil, petrol etc.? Do I need to empty engines?

Accepted Answer

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.

Question 25

What are the free standard services provided by myGermany!? Default services!?

Accepted Answer

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)

Question 26

Can myGermany ship to Russia!? Shipment Russia.

Accepted Answer

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

Question 27

Do you ship & insure ceramic items such as vases or cooking plates, ceran plates, hot plates?

Accepted Answer

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).

Question 28

Does myGermany forward to other package forwarder / package forwarding companies? such as Borderlinx etc.?

Accepted Answer

No, we don't.

Question 29

Can I ship Perfume, Alcohol, or any technical devices such as Smartphones, Mobile Phones, Laptops (Lithium Ion Battery)?

Accepted Answer

Yes and No. Please check here in detail: Geneal: https://mygermany.com/prohibited-items/ Technical Devices with Lithium Batteries / Lithium Batteries: https://mygermany.com/prohibited-items/#Smart-Phones-Lithium-ion-shipment Perfume: https://mygermany.com/prohibited-items/#Perfume-shipping Alcohol: https://mygermany.com/prohibited-items/#alc Dangerous Goods such as Liquids, Gas etc.: https://mygermany.com/prohibited-items/#Dangerous-Goods

Question 30

Can I get scans of my package documents?

Accepted Answer

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!

Question 31

Can I upload / attach documents to my outgoing package (such as own invoices etc.)?

Accepted Answer

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.

Question 32

My package is arrived in your warehouse ... it is shown in my Inbox - and now?

Accepted Answer

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!

Question 33

Do you accept / forward / scan letters with verification data, such as Google Adsense, VAT registration, or any Registration Verification Letters etc.

Accepted Answer

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

Question 34

Do you handle the customs clearance processes?

Accepted Answer

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 »

Question 35

Can I get my VAT refunded, while / after using your service? VAT Refund? Value Added Tax Refund?

Accepted Answer

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.

Question 36

How do we handle claims when items reached your country?

Accepted Answer

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:

description of item, describe damage to contents
value of damaged item
is it repairable?
AWB number / tracking number
myGermany order number
was the outer packaging obviously damaged when receiving? (please provide pics), describe damage to outer packaging
was the inner packaging damaged? (please provide pics), describe inner packaging damage
have you spoken / notified the logistic driver?
proof of value / or purchase / any document stating your ownership and the value
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 item. Transportation 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

Question 37

Do you accept / receive packages from outside Europe?

Accepted Answer

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.

Question 38

Customs Declarations / Export Declarations for shipping values ≥ 1.000 EUR? MRN? ATLAS? VAT Refund?

Accepted Answer

Yes, we do. In case your German seller has not done it, we can do it. Additional costs for clarification 20,00 Euro plus 10,00 EUR per 1 customs tariff number. What is an customs declaration? It is needed for packages in Non-EU countries only. When your shipment value is above 1000,00 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).

Question 39

Do you provide photos / images / photographs of my incoming parcels / address lables?

Accepted Answer

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.

Question 40

In which currency do I pay?

Accepted Answer

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.

Question 41

Why do I need to pay VAT (Value Added Tax) on the shipping charge or the number of goods?

Accepted Answer

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 »

Question 42

Which payment method does myGermany accept? Crypto, BitCoin, CreditCard, PayPal, AliPay, ApplePay, WeChat?

Accepted Answer

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

Question 43

What & How much does the myGermany services cost? Costs of myGermany? How does it work?

Accepted Answer

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: https://mygermany.com/#video How it works: https://mygermany.com/how-our-forwarding-process-works/ How it works Concierge: https://mygermany.com/how-it-works-concierge-service/ Cost Calculator: https://mygermany.com/shipping-cost-calculator 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

Question 44

What if I have no credit card?

Accepted Answer

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

Question 45

Some online stores or eBay sellers do not accept international credit cards. Can myGermany take care of that for me?

Accepted Answer

Yes, for that you can use our Concierge Service.

Question 46

Are my myGermany-invoices attached to the parcels sent by myGermany?

Accepted Answer

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.

Question 47

Will I get a VAT / non-VAT invoice from myGermany?

Accepted Answer

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.

Question 48

How will the import tax or customs duties be calculated?

Accepted Answer

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: https://mygermany.com/taxes-and-customs-duties/ When do you pay: https://mygermany.com/ufaqs/when-do-i-pay-for-customs-duties-and-import-tax/ Calculation of import tax by customs? https://mygermany.com/ufaqs/how-will-the-import-tax-or-customs-duties-be-calculated/ Conclusion of value of items? https://mygermany.com/ufaqs/how-is-the-description-of-the-goods-concluded-for-the-customs-declaration/ Customs clearance? https://mygermany.com/ufaqs/do-you-handle-the-customs-clearance-processes/ Check your Import Duty / Tax limitiations for your country »

Question 49

When do I pay for customs duties and import tax?

Accepted Answer

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: https://mygermany.com/taxes-and-customs-duties/ Calculation of import tax? https://mygermany.com/ufaqs/how-will-the-import-tax-or-customs-duties-be-calculated/ Customs clearance? https://mygermany.com/ufaqs/do-you-handle-the-customs-clearance-processes/

Question 50

What is the customs value of my goods?

Accepted Answer

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 »

Question 51

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

Accepted Answer

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: https://mygermany.com/ufaqs/how-will-the-import-tax-or-customs-duties-be-calculated/

Question 52

Are all customs duties and taxes included in the shipping rates?

Accepted Answer

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)

Question 53

Do I need to request a special invoice from the original seller / vendor for the forwarding process? Or will myGermany issue the required documents for the customs?

Accepted Answer

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.

Question 54

Who pays for possible custom duties?

Accepted Answer

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)

Question 55

Where can I find information on whether or if customs duties for which goods must be paid?

Accepted Answer

For an easy overview just switch to our Country Guide. In general it depends on the following conditions:

Question 56

Where can I find information about which products may be shipped to my country?

Accepted Answer

For an easy overview just switch to our Country Guide or Restricted items. In general it depends on the following conditions:

Question 57

What does myGermany not ship? Prohibited or restricted items?

Accepted Answer

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

Question 58

What happens if I have paid too much / too little for the Concierge?

Accepted Answer

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.

Question 59

What will happen if the goods that the Concierge Service has to order are out of stock or cannot be delivered by merchant?

Accepted Answer

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.

Question 60

How long does it take to execute / get items from a Concierge order?

Accepted Answer

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.

Question 61

How and when do I pay the Concierge Service?

Accepted Answer

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

Question 62

How much is the fee for the processing or cancellation of a Concierge order?

Accepted Answer

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.

Question 63

Can I modify or cancel a Concierge order?

Accepted Answer

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.

Question 64

Can I return orders that the concierge has ordered for me (that are in the myGermany warehouse)?

Accepted Answer

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.

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