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Frequently Asked Questions

Frequently Asked Questions

Track & Trace

You can track your shipment on our website or one of our online portals, using the shipment number or the reference number your merchant has provided. Usually your merchant or online shop also sends you a link to track your shipment. 

In case you received a dedicated link from your sender please use this link to track your parcel. If you have not received a shipment number or reference number, please contact the sender to ask for the status of your shipment.

  • For shipments sent from Europe, please use the Shipment tracking on www.dhl.de. To verify the provider who will deliver your shipment, you must enter the foreign number of your shipment on the website.
  • Shipments begin with the numbers 703 will be delivered in Slovakia by In Time.  For their tracking please use the Tracking of In Time
  • If you expect an parcel sent with DHL Express, please use DHL Express Tracking
  • If you expect an parcel sent from Poland, which shipment number begin with the letters JJDxxx, you can track it on www.dhl.pl
  • If you expect an parcel sent from Czech republic, which shipment number begin with the numbers 22xxx or 703, you can track it on www.ppl.cz

 

The shipment number is a combination of 10 and more numbers that uniquely identify your shipment.

In general, the sender or the e-shop should provide the shipment number to you. If you ordered goods from an e-shop, you should normally receive the shipment number information in the purchase confirmation e-mail or in the shipping notification.

If you have not received the shipment number information, contact the e-shop or the sender.

Status information about your shipment should start to display within 24-48 hours of receiving the shipment number or reference number. In most cases, the first status information appears only after the shipment has left the e-shop distribution centre, i.e. after the courier takes over the shipment from the sender.

If the status of your shipment does not change, the reason may be a time delay in shipment delivery, for example, caused by adverse weather, technical problems or retention of the shipment due to inappropriate content. If your shipment is not delivered within 10 days of the expected delivery date, please contact the sender.

Delivery

For the delivery of parcels in Slovakia, DHL Parcel has a partnership with In Time. International shipments using DHL Parcel will be handed over to the In Time for delivery.

Once your shipment has been handed over to us by the shipper, delivery time is based on the service selected. The sender, merchant or online shop usually indicates the delivery time on its website.

Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.

Delivery delays can result from factors, such as weather incidents, technical problems or retention of the shipment.

In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your sender or online shop to start an investigation with DHL for lost items. Please understand that only the sender can start an investigation as he is the contract partner of DHL.

For questions or changes regarding your delivery to Slovakia, please contact the customer service of In Time on phone number +421 2 16 160.

For questions or changes regarding your delivery to Slovakia, please contact the customer service of In Time on phone number +421 2 16 160.

Complaints

If your shipment was delivered by DHL Parcel Slovakia, we recommend you to following these instructions

If your shipment was delivered by our partner In Time, regarding of a damaged shipment or missing content, please contact the customer service of In Time.

In case your shipment has not arrived within 10 days after the expected delivery time, please contact your sender or online shop. Only the sender as a contract partner can claim the lost parcel with the shipping company.

Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, technical problems or retention of the shipment.

Return shipment

If you received a parcel with return label so-called the return shipment (Return Connect) and you need to send the goods back to the sender (vendor) after 27th December 2019, you can order an InTime courier to pick up the return shipment either by phone from 8:00 am to 4:00 pm on phone number  +421 2 16 160 (In Time Customer Service) or via e-mail: zs@intime.sk 

The In Time courier will pick up the return shipment at the address you choose and on the date you requested, but not earlier than the first working day after ordering. The exact pick-up time cannot be determined. Detailed instructions can be found here.   

Please note, that you can order the In Time courier since 2nd of January 2020.

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