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FAQ

Whether you are a company interested in Asendia USA’s services, or the recipient of a package coming from abroad, you can find the answers to your questions right here in our Frequently Asked Questions (FAQs).

 

Business Customer FAQ          Consumer/Recipient FAQ

 

 

 

Business Customers

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Please contact us for any questions about our services, case studies, insights, and more. If you'd like prices and quotes we have a friendly and knowledgeable team ready to help you.

 

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General Questions

Asendia provides cross border e-commerce and mail solutions for businesses, delivering packets and parcels, business mail, direct mail, and publications to over 220 countries and territories. We offer a complete range of support services too: customs clearance, returns, fulfilment, lettershop, and digital solutions.

Asendia's customers include businesses large and small, from some of the best known e-tailers, publishers, universities, charities and brands, to start-ups looking to take off internationally. Take a look at some case studies.

Asendia has offices in 17 countries across Asia (Singapore and Hong Kong), Oceania (Australia and New Zealand), Europe (Switzerland, France, Germany, Austria, Italy, Nordics, Benelux, Spain, the UK), and the United States.

Even if Asendia is not present in your country, we may be able to organize transport from your premises. Special products can be offered according to your location, so please contact us for more details.

We deliver to more than 220 countries and territories - that's everywhere except countries that are under embargo.

For a list of the services available to each country, and the delivery times, please contact us.

Asendia collects mail and parcels, consolidates them, processes them, manages customs clearance, and then hands them over to carefully chosen final-mile delivery partners in each country, with our technology enabling you to access each service and track shipments.

Final-mile partners are a mix of national postal operators, alternative delivery providers and commercial parcel companies. Each one is chosen because they offer the best balance of price, reliability and features.

Asendia handles bulk mail and regular packet and parcel deliveries. Typically customers are sending thousands of mail pieces in one go internationally, or at least 200 parcels in a month.
If you're at all unsure if we can assist you, please get in touch.
We don't list prices on our website because there are too many variables, like what are you sending, to where, what size and weight are the items, how quickly do they need to arrive, what are your preparation capabilities, where are you located, how often do you send mail or parcels, what about fulfilment, etc.
 
Please contact us to get quotes or to arrange a meeting.

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Parcel Related Questions

We have a range of international packet and parcel services, delivering worldwide.

Find out more.

Maximum dimensions depend on our partner carriers and destinations.

Most Asendia solutions allow you to send items with maximum dimensions < 900 mm (Length + width + height).

Our Premium solutions allow you to send packages with maximum dimensions < 1500 mm (Length + width + height).

Some carriers allow larger size items. Please contact our sales representatives who can find the best solution to meet your needs.

As with maximum dimensions, the same applies for maximum weight. This depends on our partner carriers and destinations.
Usually maximum weight is 30kg.

There are some items which Asendia cannot carry for legal or health and safety reasons.

The list of prohibited goods is including, but not limited to, illicit drugs, counterfeit or pirated articles,explosive or flammable goods, and live animals.

For detailed information, you can refer to:

Customs Prohibited Articles: http://www.upu.int/uploads/tx_sbdownloader/descriptionCustomsProhibitedArticlesEn.pdf

Some items are subject to restrictions with specific transport rules. You can refer to :

Infectious substances: http://www.icao.int/publications/Documents/guidance_doc_infectious_substances.pdf

Dangerous goods: http://www.upu.int/uploads/tx_sbdownloader/descriptionCustomsClassesOfDangerousGoodsEn.pdf

Most of our parcel partners will make two or three delivery attempts and leave a card each time so the recipient is aware and can rearrange delivery or pick up from a local post office where available. Undeliverables will be returned, with the process depending on the country.
 
Please contact us to find out more.

Returns is our global returns solution designed for e-commerce.

We have a claims process that is available upon request.

Any shipments that cross a customs border must display a CN 22 customs declaration or CN 23 customs declaration (depending on the value) on the front of the item.  A commercial invoice should also be attached.

We provide customs clearance solutions.

The Harmonized System (HS) of tariff nomenclature is an internationally standardized system of names and numbers to classify traded products, developed and maintained by the World Customs Organization (WCO).

These codes are used to calculate the duties and taxes by the local customs authority when a shipment crosses a customs border.

You can find further information here.

DDP means Delivered Duty Paid. This term is used in international trade when the package taxes and duties were already paid before crossing the borders and already included in the goods price.

DDU means Delivered Duty Unpaid. This term is now replaced by DAP (Delivered At Place). This term is used when the package duties and taxes are paid by addressee directly at delivery.

Our customer service team is available to help you. Contact your nearest Asendia location here.

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Mail Related Questions

We distribute bulk mailings for businesses: direct mail, catalogs, postcards, invoices, magazines, publications, etc. Find out more.

Undeliverable mail should be returned to you, charges may apply.
We provide address cleansing services and know how to format international addresses to maximize the deliverability.
We will provide Service User Guides so you (or your mailing house) know how addresses need to be printed, mail sorted and bagged up, etc.
Alternatively we may be able to provide mailing fulfilment and preparation services.

In some countries yes! We have specialist international mailing houses and partners, and by outsourcing fulfillment as well as distribution you could save time, money, and hassle.

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Consumers

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If you've received a parcel or mail delivered by Asendia USA, or have a question about a delivery that is on its way, please read this FAQ before contacting us.

Please refer to your shipping confirmation email from the retailer you made your purchase with to confirm how long delivery should take and if the item is trackable.

For more information, please contact the retailer directly for next steps.

We offer our customers a wide range of tracking options, and some services are not tracked.

Please check with your retailer to find out which service is used by them. If the service is tracked, ask the retailer to provide you with a tracking number.

In order to provide you with the most reliable and suitable delivery, shipments are routed through our transit centers which are located in many different countries.

For more information, please contact the retailer directly.

If a tracking event is unchanged for several days, it does not mean that your package is not moving. There may be several days between scans while the item is in transit. Tracking events are generated every time the package label is scanned in the Asendia network.

In most cases, once an item has shipped from our facility, we are unable to make address corrections.

However, some of our partners may send notifications offering the option to change the delivery address after the first delivery attempt is failed.

Some Asendia products will allow you to reschedule the delivery. If available, you will receive a notification from your local delivery carrier to reschedule a new delivery. Otherwise, a second delivery will be attempted the next business day. If delivery is still unsuccessful, your item will be held at your local post office/pick-up station for you to retrieve.

If you dispute the delivery of your package, please contact your retailer's customer service directly.

Cross-border shipments are subject to duties and taxes. If these costs were not included in the price you paid for the goods online, your local customs authority can charge you inbound duties, taxes, and administrative fees.

Please contact the retailer directly for instruction on filing a claim on your order.

 

If you didn’t find the answer you were looking for, please contact us.

 

 

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