Help
Please use the instructions at the link INSTRUCTIONS ENG
The absence of a warehouse in your city is not a problem. Couriers can pick up the parcel at any address in the countries where our service operates. The full list of countries is available in our calculator on the main page of the website.
The cost of each parcel is calculated individually and depends on both the weight and size of the parcel. We do not have a fixed price per kilogram. The heavier the parcel, the lower the cost per kilogram. You can calculate the exact shipping cost using the calculator on our website. Simply enter the weight and dimensions of the parcel, the country, and the postal code of the sender and recipient. The price shown on the website already includes courier pickup from your address and subsequent delivery to the recipient.
No, everything is included in the price. However, import taxes and duties of the destination country are paid separately. These duties are imposed by the state and are paid by the recipient. We strongly recommend familiarizing yourself with the customs limits of the recipient's country from official sources before sending the parcel.
Volumetric weight is a calculated weight that takes into account the dimensions of the parcel. It is important for large but light parcels. Courier services use volumetric weight to determine how much space the parcel will occupy in the transport compartment and to calculate the shipping cost accordingly. The shipping cost depends on which weight is greater: physical or volumetric. If the volumetric weight is greater, you pay for the shipping based on it. Volumetric weight is calculated as follows: multiply the length, width, and height of the parcel (in centimeters) and divide by a coefficient (e.g., 5000). For example, a parcel measuring 40 x 40 x 40 cm and weighing 10 kg will have a volumetric weight of (40 x 40 x 40) / 5000 = 12.8 kg.
After processing the parcel, you will receive a tracking number. You can track the parcel on the Tracking page of our website.
We do not offer this service, but we can recommend our partner service shopogolic.net, which specializes in parcel forwarding. With shopogolic.net, you can shop online in various countries, consolidate parcels, and then send a single parcel to your address, saving up to 50% on shipping. The service also offers a purchasing service if your card is not accepted for payment.
Of course, you can download and/or print the invoice from our system. Go to your account, click on the row with the desired parcel, and a menu with additional information will open, where you can find the invoice and other documents.
Unfortunately, we cannot provide an exact time for the courier's arrival as this is technically impossible. The courier's arrival time depends on the courier's workload, city traffic, and other factors. If you don't have time to wait for the courier, you can drop off the parcel at the nearest drop-off point (you can check the addresses of available drop-off points in the website chat).
Unfortunately, this sometimes happens due to the courier's workload or the inaccessibility of the address. It can also be due to an incorrect name on the intercom, the absence of a door code, and other factors. We can reschedule the courier pickup to the nearest available day or, if you cannot wait, you can take the parcel to the nearest drop-off point. Write to us in the website chat, and we will help you resolve the issue.
Tracking begins to work when the parcel is scanned by the courier service (depending on the courier service, this can take from a few hours to several days). You can always find the parcel's tracking number in your account in the Parcels section in the Track column.
Our service has a referral program. In your account in the Referrals section, you will find a link that you can use to invite friends and acquaintances. For each parcel sent by the user, you will receive a percentage. The accumulated amount can be used for sending parcels or withdrawn to a card.
There are general international restrictions that apply to all shipments. This list is available here. Each country also has its own additional regulations for importing parcels. It is the customer's responsibility to familiarize themselves with these restrictions before processing the parcel.
Weight and dimensions are very important for accurately calculating the shipping cost. Incorrect weight and dimensions can lead to delays and additional charges. Therefore, we strongly recommend accurately measuring and weighing the parcel. When measuring the parcel, you must take into account all protruding parts. If, upon inspection, the weight and dimensions differ from those declared, an additional invoice will be issued.
To pay an additional invoice, you need to log into your account and then go to the Parcels section. In this section, next to the corresponding parcel, you will see the amount to be paid and a button to pay.
Your parcel will be collected by the courier on the selected day during business hours from 9:00 am to 5:00 pm. If the courier came to the address and did not find you at home, please contact us to reschedule the courier pickup to the next convenient day for you. You can also bring the processed parcel to the drop-off point and not wait for the courier. You can check the list of available drop-off points in the chat on our website.
Delivery time varies for each country and also depends on many factors: shipping method, type of delivery, customs clearance speed, season. You can see the approximate delivery times for each tariff in the calculator.
Changing the pickup or delivery address of a parcel after processing is only available in exceptional cases. If you need to change the address or recipient, please contact the chat on the website.
A printer is required to print the label and documents. The need for a printer is indicated at the beginning when choosing the tariff. Please print all necessary documents and attach them to the parcel. If you do not have a printer, you can use any printing point in your city or a printing service. The courier will not be able to pick up the parcel without a label.
You can find a list of prohibited and sanctioned items at the following link: Prohibited Items. We strongly recommend familiarizing yourself with this list, as parcels containing such items may be confiscated by customs and destroyed without reimbursement of their value or shipping costs. If you have any questions about sending a particular item, you can contact our customer service.
Topparcel is an officially registered company with several branches worldwide. You can find information about the company here, and you can also verify the company's data in any independent source. Our company has been cooperating with the best courier companies with official contracts for over 10 years. Every parcel sent through our service is tracked. All sent parcels have standard insurance, and you can choose additional insurance that will cover 100% of the value of your parcel in the event of an insurance claim.
To send a parcel, you need to register and create an account on our website topparcel.com, through which you will process the parcel. When processing the parcel, you will need to provide the sender's address, the recipient's address, fill out the customs declaration (in English), and select the pickup day. After payment, you will receive the labels by email, which you will need to attach to the box. The labels are also available in your account. Your parcel will be collected by the courier on the selected day during business hours from 9:00 am to 5:00 pm. You can also bring the processed parcel to the drop-off point and not wait for the courier.
Yes, of course! For sending documents worldwide, we have special rates. You can calculate the cost of shipping documents at the following link: Send Documents
A parcel can receive this status in several cases:
- If upon inspection, the actual weight and size of the parcel exceed those indicated during processing
- If the parcel is severely damaged and requires repackaging
- If the parcel contains prohibited items
- If there are not enough documents
A notification about the "Pending" status is sent to the email with which the account is registered. Sometimes these emails can end up in the Spam folder. As soon as the "Pending" status is removed (e.g., payment for the size difference is received), the parcel is immediately sent on its way.
Parcel tracking is updated when the parcel passes through a checkpoint or sorting point. If you notice that tracking has not been updated for a long time, your parcel is likely in transit. Tracking will be updated when the parcel passes through a checkpoint.
We are always happy to offer you customized solutions for your business. Write to us in the chat on the website, specifying: what you sell, how many shipments per month, what services you need (packaging, processing, etc.), and from which country you need delivery.
When receiving the parcel at the drop-off point or from the courier, you must carefully inspect the parcel for integrity. If you suspect that the integrity of the parcel has been compromised, you must immediately notify the staff or courier and fill out a damage report. If your parcel was insured, send us a copy of this report to claim compensation.
All parcels you send with Topparcel are covered by standard insurance (which does not depend on the value of the contents). During processing, you have the option to add additional insurance for the contents, which will cover the full value of the parcel in the event of an insurance claim. Please note that there are certain items (e.g., extremely fragile items or food) for which additional insurance does not apply. You can find it here. Stopping the parcel by the country's customs, confiscation by customs, or attempting to send a commercial batch of goods as a private parcel are not considered insurance claims.
Standard insurance is provided for all parcels you send with Topparcel. The amount of insurance is indicated in the tariff details during processing. If your parcel is not insured and an insurance claim occurs, you will receive guaranteed compensation according to the tariff and shipping cost.
The resolution of situations related to the return of parcels strictly depends on the country of dispatch and destination of the parcel. In some cases, additional charges may apply. If you see that your parcel is being returned, please contact our customer service. For example, if the parcel was sent within the same customs union (e.g., EU or EAEU), you only need to pay the return cost (additional charges may apply depending on the contents of the parcel). If the parcel from a country within the customs union was sent to a country outside this union, in case of return, the following charges will apply: return cost + customs duty + VAT + possible additional charges.
Changing the parcel details (changing the recipient, changing the address, changing the sender's details, etc.) is only available if the parcel is in the "Accepted" status. To change the details, contact our customer service, provide the parcel number and the new parcel details. The operator will change the details if it is still possible. If your parcel is in another status, check with our customer service for the possibility of changing the details.
Filling out the customs declaration is an important step when sending parcels. Please note that the customs declaration must be filled out in English. The indication of the value of the items being sent is the responsibility of the customer. The more detailed the declaration is filled out, the better. For example, instead of "coat," it is better to indicate "women's summer raincoat." We strongly recommend familiarizing yourself with the import rules for parcels in the destination country in advance to avoid delays and additional costs.
If you suspect that the parcel is lost, please inform us through the chat on the website. After receiving your request, we will send a search request for the parcel to the courier service that handled your shipment. After confirmation of the loss from the courier service (this may take several weeks), we will credit you with compensation. The amount of compensation depends on the existence of additional insurance, the value of the parcel, and its contents. There are certain items that are not covered by insurance, you can find them at the following link: here.
Enter parcel details and send!
Не без проблем, но доставили. Франция - Россия (через узбекистан) - 15дней
Thank you, my parcel was delivered just in time
Good service
Огромная благодарность TOPPARCEL, а также курьеру и службе поддержки за отличную работу! Посылка получена. Дошла за месяц в РФ, Санкт-Петербург.
Very fast delivery.Uk to Germany 3 days
Все супер! Письмо из Франции в Россию получили через 18 дней.
Отличная, быстрая доставка!
It hasn't been collected?
Shipped a package from USA to Russia in 1 month with absolutely no damage to the parcel or it's contents. The tracking is a little delayed on this site but I am happy everything arrived properly. Thanks, I will use again!
Excellent! Thank you!
Delivered quickly and in good condition. From USA to Russia. Thank you
Как всегда все дошло уже 2 посылки и все в срок,сервис супер,комментарий реальный
Amazing,20 days and from Italy to Russia all arrived I’m so happy
US to Russia. Customer service was great. they responded to every question I had. There was a delay and my package sat in their warehouse for over 4 weeks but once they fixed the problem everything went well. I was surprised how quick things went fro...
все как всегда идеально
все как всегда идеально
все как всегда идеально
все как всегда идеально