Please see our FAQ section. The following are the most frequent questions we've received concerning our services. If you won’t find the answer you are looking for, email us and we will gladly address your concern.

1. What countries do you send parcels to?

We ship parcels to most European countries such as Poland, Czech Republic, Slovak Republic, Hungary, Slovenia, Latvia, Lithuania, Estonia, Ukraine, Moldova, Belarus, Russia, Germany, Romania, Bulgaria, Great Britain, Italy, Ireland, France, Spain, Portugal, Austria, Croatia, Belgium, Greek- mainland (not islands), the Netherlands and Sweden.

We also provide our services in countries such as Kyrgyzstan, Kazakhstan, and Uzbekistan.

2. I can’t find any location close to me. What are my other options of sending my parcel ?

If you are unable to find a location in your area or there is one that is too far for you, you can send your parcel to our headquarter office in West Springfield, MA via USPS (United States Postal Service), UPS (United Parcel Service) or Fedex (Federal Express). We will forward your parcel to the address provided by you.

Take advantage of the great promotion an prices and send your parcel to our headquarter office by using UPS services. UPS can pick up your package directly from your house or you can drop it of at the nearest UPS location.

Click HERE to get more information on how the process works and what steps you should follow.

3. Do you send parcels from Europe to the USA ?

As of today, unfortunately we do not send parcels from Europe to the USA. We are currently working on improving our services so in the nearest future we will be able to add it to our service list.

4. Do I need to pick up my parcel in Poland? If yes, where ?

When sending your parcel, you always pay for the delivery to the recipient’s address. In this case you don’t need to pick up your parcel since it will be delivered to the address you provided. If you stated otherwise and you wish to pick up your parcel by yourself, you can do that in our warehouse in Poland. Karex is our division in Poland and it is located in Częstochowa. Please see the full address below:

Karex
Bór 146/148 Street
Częstochowa, Poland
phone: (34) 365-9054
email: info@karex.info.pl
Hours of operation: Monday to Friday 8am - 4pm (Eastern European time)

Please make sure to call Karex and schedule your pick up date and time in advance.

5. What is the cost of shipping ?

The final cost of shipping your parcel depends on the region and the city in the USA that the parcel is shipped from. To calculate the most accurate cost of shipping please contact one of our locations of your choice.

To find a location near you, click HERE.

6. What is the maximum worth of parcels which are exempt from the customs fee and tax ?

All packages, including gift packages over 45EUR are subject to customs in all of the European Union.

Online shopping parcels are custom duty exempt with the value up to 150 Euro, and Polish VAT exempt up to 22 Euro.

7. Is there a particular way I should prepare my parcel for shipping ?

Preparing your parcel for shipment is crucial because it determines a prompt delivery. Please follow the steps below to ensure the right delivery time:

a) Always use a rigid box and if there is any empty space between your contents and the parcel walls, fill it out with paper, bubble wrap or polystyrene to prevent the contents from moving and to ensure sufficient protection;
b) Always use a strong tape to close your parcel securely. Make sure to tape the corners of the parcels to ensure safety and security of your shipment;
c) On one of the surface of the box, in left upper corner please write the sender’s full name, address and phone number;
d) On the same side, in the center, with capital letters write recipient’s full name, address and phone number.

The parcel is ready for shipment. Bring the parcel to a location closest to you. To find a location near you, click HERE

8. How should I prepare the package with my online shopping items, which will be sent through your headquarters ?

Preparing your parcel for shipment is crucial because it determines a prompt delivery. Please follow the steps below to ensure the right delivery time:

a) Always use a rigid box and if there is any empty space between your contents and the parcel walls, fill it out with paper, bubble wrap or polystyrene to prevent the contents from moving and to ensure sufficient protection;
b) Always use a strong tape to close your parcel securely. Make sure to tape the corners of the parcels to ensure safety and security of your shipment;
c) On one of the surface of the box, in left upper corner please write the sender’s full name, address and phone number;
d) On the same side, in the center, with capital letters write recipient’s full name, address and phone number.

The parcel is ready for shipment. Log in to your account. You can log in HERE, and using your profile. If you do not have an account yet, sign up HERE.

Take advantage of the great promotion an prices and send your parcel to our headquarter office by using UPS services. UPS can pick up your package directly from your house or you can drop it of at the nearest UPS location.

After the shipment is created, please read the information carefully and follow the given instructions to complete the shipment.

9. Can you pick up the package from my home ?

Yes, we are using UPS service that make it possible to pick up a package directly from the sender. To use this service please add your parcel through our website.

You can learn more about it HERE.

10. Does the cost include the delivery to recipient’s address ?

Yes, the cost of your shipment includes the delivery to the recipient’s address. Unless, you state otherwise when sending it. The volume/nonstandard parcel receives a sticker CUSTOM - TO BE PICKED UP BY RECIPIENT and needs to be picked up by the recipient in our warehouse in Częstochowa, Poland.

Parcels up to 60 lbs are delivered to recipients’ door. If the parcel is heavier than 60 lbs our delivery team has the right to leave the parcel on the stairways of the apartment building or by the gate of a recipient’s house.

11. Are there any additional costs besides the shipping fees ?

Yes, some extra costs may occur. Those are not shipping costs, though. Total shipping costs are paid by the sender while sending the parcel. Costs related to custom duty may be issued by the Custom officer if there is such a necessity. Click HERE to learn about custom and duty fees in Czestochowa - Karex

Also, volume/nonstandard parcels to be picked up by the recipient in our warehouse in Częstowchowa are issued extra unloading/loading fees. Recipient, or the person authorized to pick up the parcel can cover the fees while picking up the parcel.

12. What is the delivery time for sea freight ?

The delivery time for parcels sent by sea is 4-6 weeks. The time is calculated from the date on the stamp that the parcel was accepted by one of our locations.

Please note that Christmas and Easter seasons are the busiest time and the delivery times may be grater than predicted due to the higher volume of container ships at that time.

The delivery time may be extended if the shipment is stopped by the Customs or for other reasons beyond our control.

13. What is the delivery time for air freight ?

Air freight includes (2) different types or freight: regular and express. The delivery time for regular air freight is 1-2 weeks and express air freight is 5-8 business days. The time is calculated from the date on the stamp that the parcel was accepted by one of our locations.

Please note that Christmas and Easter seasons are the busiest time and the delivery times may be grater than predicted due to the higher volume of cargo planes at that time.

The delivery time may be extended if the shipment is stopped by the Customs or for other reasons beyond our control.

14. Is Polonez Parcel Service responsible for my parcel ?

Yes, Polonez Parcel Service provides standard cover against loss or theft of your package.

Click HERE to find out more about our limited liability.

15. Can I buy extra liability coverage for my parcel ?

Yes, you can buy additional coverage for your parcel.

Click HERE to learn more about additional coverage.

16. I want to send a parcel that has unusual shape and size (e.g.: pallet, case, etc.). How can I calculate the exact shipping cost ?

In order to calculate the exact shipping cost of any irregular shipment, e.g.: pallet, case, etc. please contact one of our locations. Please have all the measurements ready so one of our representatives can provide the exact shipping cost. You can also contact us directly.

You can calculate the approximate cost of your parcel using our website calculator, the approximate costs of shipment are effective only if you send the parcel directly to our main office in West Springfield, MA.

17. How can I check the status of my shipment ?

As of today, we provide full tracking services only for parcels that are sent to Poland.

You can check the status of your shipment on our website HERE.

The status of shipments for other countries than Poland can be checked via email. Send us an email to info@polonezparcelservice.com. Please allow us 24-48 hours for response.

18. When I input my parcel number, the website says: it wasn’t found’. Why is it happening ?

This may be happening because your parcel was sent using the old system and only the parcels sent through the upgraded system can be tracked. Please contact your local Authorized Shipping Outlet and ask when they are planning to upgrade their system.

There is also a way to tell if your parcel was sent through the old or new system by looking at its numbers. Parcels from new system have the following format of numbers: POL031 MP 009843 (this is just an example).

If your parcel was sent through the old system, its status can be checked after it was delivered to our headquarters in West Springfield, MA.

19. Can I pack my parcel in one of your locations ?

To our knowledge, most of our representatives do not have packing area in their offices. Please be advised that calling your local Authorized Shipping Outlet and asking about this possibility, might be an option.

20. Do your locations sell boxes for parcels ?

Yes, most of our location carries (4) different sizes of boxes.

Large - 20” x 17” x 21”
Medium - 20” x 14” x 17”
Standard - 20” x 14” x 14”
Small - 20” x 14” x 8”

21. How can I find location that is the closest to me ?

To find a location near your house, click HERE and input your zip code.

22. Can I rent the whole shipping container ?

Yes. Polonez Parcel Service rents (2) different sizes of shipping containers; 20 feet and 40 feet.

You can rent the whole shipping container or part of it. Click HERE to find more information about those (2) options.

23. Can I ship a car, a boat or a motorbike? If yes, how is it done ?

Our services include shipping vehicles such as cars, boats, quads, trailers, snowmobiles, jet skis, motorbikes or others. They can be shipped from our headquarters in West Springfield, MA or any of our locations. Please keep in mind that all vehicle shipments need to be picked up by the recipient in our warehouse in Częstochowa, Poland.

For an extra charge, our drivers can pick up the vehicle from a sender’s house. We pick up all vehicles except cars.

Click HERE to find more information about shipping vehicles and charges or call our headquarters in West Springfield, MA at (413) 732-3899.

24. I want to move to Poland and take my belongings with me. Do I need to submit any documents? How can I send them ?

Yes,it is possible to take your belongings with you. You can either send them in several packages and have them delivered to your new address or you can rent shipping container or just part of it. The moving process is called resettlement and it requires many different documents and conditions.

Click HERE to find more information about the resettlement process, see if you are eligible and learn all the required documents.

25. Do I need to pay duty when I move to Poland ?

You may take household belongings you acquired here duty-free if they are part of the resettlement process that is determined by multuple factors. If the belongings qualify to resettlement process, the client is responsible for customs processing fees only, which are not duty.

The following items cannot be taken to Poland as duty-free, in other words they cannot be added to your resettlement declaration:
- alcoholic beverages,
- tobacco and tobacco containing products,
- commercial transportation vehicles,
- professional craft tools, and other portable equipment related to it enabling continuing the profession.

26. How can I get in touch with your distributing point in Poland ?

Our distributing point in Poland is Karex and it is located in Częstochowa, Poland. The address is: Bór 146/148.

The hours of operations: Monday to Friday, 8am - 4pm (Eastern European Time)

You can contact Karex through phone: (34) 365-9054 or email: info@karex.info.pl

Some of our Air Express parcels are distributed by SPS POLSPED located in Warsaw, Poland. The address is: Grzybowska 37, phone number is (22) 620-4801, email: polsped@post.pl

27. How can I get in touch with Customs office ?

Customs office in Czestochowa - Karex, is located in the same building as our distributing point Karex and the contact information is:

Bór 146/148 Street
phone : (34) 365-9051
email: karex.ac@gmail.com

Please be advised that Karex and Customs office are two separate entities that are located in the same building.

Custom office - SPS POLSPED, is located in Warsaw, Grzybowska 37, phone numer is: (22) 620-4801, e-email: polsped@post.pl

Polonez Parcel Service neither represents Customs, nor influences Customs decisions. Customs office is a government entity that is ruled by its own laws and regulations.

28. My parcel was withheld from delivery by Customs, what now ?

If your parcel was withheld by Customs in Czestochowa and you received a notification that this has happened, please contact Customs office - Karex directly to solve the issue. The contact information:

Bór 146/148 Street
phone: (34) 365-9051
email: karex.ac@gmail.com

Please be advised that Karex and Customs office are two separate entities that are located in the same building.

If your parcel was withheld by Customs in Warsaw and you received a notification that this has happened, please contact Custom office - SPS POLSPED directly to solve the issue. The contact information:

Grzybowska 37 Street
phone: (22) 620-4801
e-email: polsped@post.pl

Customs officer explains the possible steps in order to have your parcel delivered.

Polonez Parcel Service neither represents Customs, nor influences Customs decisions. Customs office is a government entity that is ruled by its own laws and regulations.

29. Why was my parcel withheld by Customs ?

All shipped parcels are subject to custom duty control. If your parcel was withheld this means Customs officers may need clarification on the value of the items shipped, thus imposing a custom duty if the item is dutiable. Please be advised to keep all the receipts, invoices or other documents that may be used as proof for Customs showing the value of shipped items.

Each case is different, and to best advise you, please contact:

Customs office in Czestochowa - Karex directly over the phone (34) 365-9051 or e-mail: karex.ac@gmail.com

Please be advised that Karex and Customs office are two separate entities that are located in the same building.

Custom office in Warsaw - SPS POLSPED, directly over the phone (22) 620-4801, or e-mail: polsped@post.pl

Polonez Parcel Service neither represents Customs, nor influences Customs decisions. Customs office is a government entity that is ruled by its own laws and regulations.

30. What are the custom duty rates ?

In order to determine custom duty please contact our Customs Office:

- Custom Office in Czestochowa KAREX.

- Custom Office in Warsaw - SPS POLSPED, directly over the phone (22) 620-4801, or e-mail: polsped@post.pl

31. Is it possible to store a parcel in Warehouse in Poland?

Yes, it is possible to store the parcel for up to 20 days without additional costs in the Warehouse in Poland.

If there is a need for a longer storage, please contact our Warehouse in Poland directly - KAREX.

32. Can I enter the parcel through your website and just drop it off to one of your locations ?

Unfortunately no. Prices on our website are effective only for our headquarters in West Springfield, MA and clients who don’t have any location near them, or use online shopping and ship their parcels to us through USPS, UPS or FedEx.

33. I order something online and the item(s) come in two separate packages, what should I do ?

If for some reason the online store send your items in multiple parcels, please add all of the parcels to the system, please check option ‘Group shippment’ and add a note in the comment section.

Please be advised that adding additional parcels to the system is necessary. Otherwise, the parcels may be rejected and send back to the sender. This also helps to track all the parcels.

34. When I shop online is it enough to input the parcel only once, or do I need to do it every time a parcel is sent ?

Every time you shop online, and every time a parcel is sent, please make sure to input every single parcel into our system. To ensure a proper delivery of your multiple parcels, it is advisable to notify us in advance about all of them. We would add them to the group shipment.

35. I shop online from various stores and my items come in multiple packages but I want all the items to be sent to me in one parcel. How much does Polonez charge for that ?

After Polonez receives all the parcels from group shipment, we put all of them into one bigger parcel, which is later weighted and measured. The shipping cost is calculated in congruence with the rates available on our website and an email notifying our client about new shipping cost is sent to the client.

36. How does the online shopping look like ?

Please click HERE to access step by step process of online shopping.

We advise our clients to create an account and log in to our website. You need an account to input the parcels to our system. After you input the parcels, our system generates a number, which needs to be input in one of the fields (either a company name or extra line for address)

Detailed information and instructions on how to add, order or pay for your parcels are available on our website during whole process.

37. What are my payment options ?

We offer (3) forms of payment:

1. PayPal
2. Credit Card
3. Wire transfer

PayPal is the most convenient way.

Credit Card is the fastest way.

When using the wire transfer option, please use the following information:

ACCT# 4660 0008 6639
ABA: 011000138
SWIFT CODE: BOFAUS3N

Please remember to write your name and the parcel number in the description section.
(by bank transfer bank fee is added)

38. How much do you charge for repacking, grouping or dividing shipments ?

We charge a small fee for repackaging, grouping and also split shipments.

a) repackaging/grouping several parcels into one larger parcel - $6 for every additional repacked parcel,
b) repackaging/dividing larger parcel to several smaller - $6 for every new parcel,
c) keeping parcels for over 14 days (2 weeks) - $1 for each day for each parcel,
d) $2 each for every new box needed,
e) removal tags, stickers, etc. from the items - $0.5 for every item,
f) removal documents from the parcel - $0.5 for one the parcel,
g) taking a picture of the product from the parcel - $1 for every item.

39. I already placed an order in online store; the parcel is on its way to your warehouse. Why can’t I calculate the cost of shipment now ?

We are sorry but we are unable to calculate the cost of shipping before the parcel arrives at our office. To provide the accurate cost, we need to know the exact weight and measurements.

After the parcel arrives to our office, we take all the necessary measurements and calculate the exact cost of shipping.

If you know the weight and measurements of your parcel, you can calculate the approximate costs HERE.

40. How can I remove queue parcel from my parcel list ?

To delete queue parcel please login to your account and then in the details of the package click on "Cancel parcel". You can also contact us through email: info@polonezparcelservice.com. Please include the package number and the reason for removing.

41. Is it possible to change the recipient’s address when the parcel is already on its way?

Yes, you can change the recipient’s address when the parcel is already on its way. There is $5.00 charge for each parcel.