Packs tracking

What is Packs?

Packs is a Dutch logistics carrier specialized in express parcel delivery, recognized for its particularly dense network in the Benelux and its ability to ensure fast and reliable deliveries. Founded in 2012 under the name Packs Special Care B.V., the company quickly established itself as a major player in express messaging in its region. The carrier distinguishes itself through its positioning in the overnight delivery segment, that is delivery the day after collection, a promise that few competitors can keep with such consistency across the entire Benelux territory.

Packs' history began in Leerdam, a city located in the center of the Netherlands, strategically positioned to serve the entire Benelux. From its inception, the company chose to focus on accelerated deliveries, offering a trusted parcel service called "pakketdienst" in Dutch. This specialization in urgent shipments and overnight deliveries allowed Packs to build a solid reputation with both professionals and demanding individuals. The carrier also distinguished itself through its ability to handle shipments with special constraints, particularly fresh products and deliveries requiring specific care.

Over the years, Packs has experienced remarkable growth, particularly driven by the expansion of e-commerce. The company has experienced spectacular growth in its shipping volumes in recent years, a progression partly linked to changes in purchasing behavior induced by the growth of e-commerce. This dynamic demonstrates the carrier's ability to adapt to market changes and absorb growing volumes while maintaining the quality of service that makes its reputation.

• Date of establishment: 2012, with the establishment of Packs Special Care B.V. in Leerdam, Netherlands
• Headquarters: Nijverheidstraat 2 D, 4143 HM Leerdam, Netherlands
• Registration number: KvK 54694485 (Dutch Chamber of Commerce)
• Business sector: Transport and logistics, express messaging, parcel delivery
• Network: More than 70 partner distribution centers (Packs Centers) distributed throughout the Benelux
• Volume: Thousands of parcels delivered daily to businesses and individuals

Packs' positioning on the market is based on three fundamental pillars: reliability of deliveries, complete traceability of shipments and continuous innovation in proposed services. The company has developed a range of differentiated services to meet the specific needs of various sectors, such as the delivery of fresh flowers or refrigerated food products. This strategic diversification allows Packs to stand out from large generalist carriers by offering tailor-made solutions that few competitors can match.

As a member of Transport en Logistiek Nederland (TLN), the professional organization for the transport sector in the Netherlands, Packs adheres to codes of good practice regarding service quality, safety and sustainable development. This membership testifies to the company's commitment to the highest standards of the profession and its desire to contribute to the continuous improvement of the Dutch logistics sector.

Which countries does Packs deliver to?

Packs ensures geographic coverage centered on the Benelux, a region comprising the Netherlands, Belgium and Luxembourg. This area constitutes the carrier's core business, where it deploys its entire distribution network and can guarantee its overnight delivery deadlines. In the Netherlands, Packs serves the entire national territory, from major cities such as Amsterdam, Rotterdam and Utrecht to the most remote rural areas, thanks to its tight network of more than 70 regional distribution centers.

In Belgium, the carrier also covers the entire country, in both Flanders and Wallonia as well as the Brussels-Capital region. This Belgian presence allows Dutch companies to easily ship to their Belgian customers with the same quality of service as for domestic deliveries. Luxembourg completes this Benelux coverage, offering shippers a uniform logistics solution for this entire integrated economic area.

• Netherlands: Complete coverage of national territory with next-day delivery guaranteed in most cases
• Belgium: Complete service including Flanders, Wallonia and Brussels-Capital
• Luxembourg: Delivery service available throughout the Grand Duchy
• International: Shipments to many European countries and worldwide destinations via the partner network

Beyond the Benelux, Packs also offers international shipping services to many destinations around the world. For shipments outside its direct coverage area, the company relies on a network of selected logistics partners and relay carriers for their reliability. Packs' international shipping unit coordinates these cross-border shipments by leveraging its customs expertise and advanced tracking systems to ensure smooth delivery to any destination.

Intra-European deliveries are generally carried out in partnership with local carriers established in each destination country. This approach allows Packs to maintain unified tracking via its platform while benefiting from its partners' local expertise for final distribution. For intercontinental shipments, Packs combines different transport modes as needed: road transport for nearby European destinations, air freight for urgent deliveries to distant destinations, and maritime shipping for large, less urgent shipments.

It should be noted that delivery times vary significantly depending on the destination. While Packs can guarantee next-day delivery in the Benelux, international shipments generally require between 1 and 20 days depending on the destination country, the transport mode chosen and any customs procedures required. Nearby European destinations benefit from the shortest lead times, while shipments to countries outside the European Union may be subject to additional delays related to customs clearance.

What are Packs' services and delivery times?

Packs offers a complete range of transport services adapted to the different needs of its customer base, from standard shipments to the most urgent express deliveries. The carrier's basic service consists of overnight delivery, that is the transport of the parcel the business day following its collection. This promise of delivery the next day before 5:00 PM constitutes the quality standard that Packs commits to respecting for all its shipments in the Benelux.

For customers with stricter time constraints, Packs offers priority delivery services with a guarantee of delivery before defined times. The Priority Packs service thus allows you to choose between several guaranteed slots: delivery before 12:00 noon, before 10:30 AM, or even before 9:00 AM the morning following shipment. These premium options are aimed at professionals whose activity depends on the rapid receipt of important documents or critical goods, and justify a higher rate than the standard service.

• Standard overnight delivery: Delivery the business day following collection, before 5:00 PM, throughout the Benelux
• Priority Packs before 12:00 noon: Guaranteed morning delivery following shipment, ideal for urgent business shipments
• Priority Packs before 10:30 AM: Priority delivery early morning for critical shipments
• Priority Packs before 9:00 AM: Ultra-express service with delivery at opening of business hours
• Mail Packs: Delivery of small shipments to mailbox without signature, for documents and small parcels up to 2 kg

Packs also distinguishes itself by its ability to operate seven days a week, including weekends. This extended coverage meets the requirements of certain sectors such as e-commerce or flower distribution, where delivery deadlines cannot tolerate weekend interruptions. Packs' partnership with Greetz, the online gifts and flowers platform, perfectly illustrates this ability to ensure daily deliveries including Saturday and Sunday.

The carrier has developed specialized services to meet the needs of particular sectors. The Flower Packs service is dedicated to sending flowers and floral arrangements, ensuring fast and careful transport of fresh bouquets from producer to final recipient while preserving their freshness. The Fresh Packs service is aimed at food and agriculture professionals, allowing the transport of refrigerated or even frozen foodstuffs while maintaining the cold chain without resorting to traditional refrigerated vehicles, thanks to high-performance isothermal containers and packaging.

For small shipments that do not require personal delivery, Packs offers the Mail Packs service. This economical solution concerns reduced-format shipments, up to 38 × 26.5 × 3.2 cm for a maximum weight of 2 kg, which can be deposited directly in the recipient's mailbox. This service proves particularly suitable for sending documents, small parcels or business mail, with traceability assured by GPS geolocation at the time of deposit.

Regarding international delivery times, these vary depending on the destination and the transport mode chosen. Intra-European deliveries are generally completed within a few days, while more distant destinations may require one to three weeks depending on circumstances. Customs procedures for countries outside the European Union may add unpredictable additional delays to the initially estimated transit time.

What are Packs' rates and maximum dimensions accepted?

Packs' rates vary according to several factors including parcel weight, dimensions, destination and the level of service chosen. The carrier applies a transparent pricing policy with prepaid options and no minimum required amount, which allows both occasional shippers and regular professionals to benefit from clear conditions. Detailed pricing schedules are available from Packs' sales department or via partner comparison platforms.

Regarding dimensions and weight, Packs accepts parcels conforming to express messaging standards. For standard shipments, the maximum allowed weight is 30 kg per parcel, with a maximum length of 275 cm. This capacity makes it possible to handle the vast majority of e-commerce parcels and common business shipments. For heavier parcels, up to 35 kg, Packs offers a specific service called Packs35, which benefits from adapted processing with the "special care" notation guaranteeing careful handling.

• Standard maximum weight: 30 kg per parcel for standard shipments
• Packs35 maximum weight: 35 kg with special care service
• Maximum length: 275 cm for the largest dimension of the parcel
• Mail Packs: Maximum dimensions of 38 × 26.5 × 3.2 cm and maximum weight of 2 kg
• Billing: Based on actual weight or dimensional weight, whichever is greater

Like most carriers, Packs applies the volumetric weight principle for light but bulky parcels. This calculation method compares the actual weight of the parcel to its volumetric weight (obtained by multiplying the three dimensions and dividing by a coefficient), and bills on the basis of the greater of the two. This standard practice in the industry aims to reflect the space actually occupied by the parcel in transport vehicles, regardless of its actual weight.

Rates also vary according to the type of service chosen. Priority delivery options before 12:00 noon, 10:30 AM or 9:00 AM naturally entail a surcharge compared to standard delivery before 5:00 PM. Likewise, specialized services such as Flower Packs or Fresh Packs, which require special equipment and logistics, may be subject to specific pricing. Regular shippers can negotiate preferential rate terms within the framework of commercial contracts adapted to their volumes.

For international shipments, rates include cross-border transport costs and can vary significantly depending on the destination country, the geographic area concerned and the transport mode used. Possible customs duties and import taxes for destinations outside the European Union remain the responsibility of the recipient and are not included in Packs' shipping rates.

Regarding restrictions on goods, Packs applies the usual rules of the parcel transport sector. Dangerous goods, flammable products, explosives and other regulated goods are subject to strict acceptance conditions or refused. The shipping of alcoholic products is possible provided the Age Check option is activated, which requires age verification of the recipient at delivery. Shippers are invited to consult Packs' general conditions to verify the eligibility of their shipments for transport.

What are Packs' delivery options?

Packs offers several delivery options to adapt to the preferences and constraints of recipients. Delivery to home or business address is the main mode of delivery, with a carrier visit generally between morning and afternoon depending on the geographic area. The carrier attempts to deliver the parcel against signature, which makes it possible to confirm actual receipt by the recipient or an authorized person at their address.

In case of absence of the recipient at the time of the carrier's visit, Packs has implemented a flexible delivery policy. The carrier first attempts delivery to immediate neighbors. If a neighbor agrees to receive the parcel, it is entrusted to them and the main recipient is informed by a notice left in their mailbox, specifying to whom the package was delivered. This solution makes it possible to avoid delivery failure in many cases and to guarantee that the parcel is safe in the immediate vicinity of the recipient.

• Home delivery: Personal delivery against signature at the address specified by the shipper
• Neighbor delivery: In case of absence, possibility of delivery to a neighbor with notification to the recipient
• "No neighbor delivery" option: Guarantees that the parcel will only be delivered to the main recipient
• Delivery reprogramming: Possibility to arrange a new date after a delivery notice
• Mail Packs in mailbox: Direct deposit without signature for eligible small shipments
• Age Check option: Mandatory age verification for regulated products

For shippers wishing the parcel to be delivered only to the recipient themselves, Packs offers the "No neighbor delivery" option. When this option is activated, the carrier will not seek to deliver the parcel to a third party in the event of the recipient's absence. This feature proves particularly useful for confidential or valuable shipments that the shipper wishes to be delivered exclusively to the designated recipient.

When neither the recipient nor a neighbor can receive the parcel, the carrier deposits a delivery notice in the mailbox. This document, called "Niet Thuis Bericht" in Dutch, contains the information needed to reschedule a delivery, including the phone number of the local Packs Center responsible for the shipment. The recipient can then contact this center to arrange a new delivery date at their convenience. The parcel is held pending in the regional depot until the second scheduled delivery attempt.

For Mail Packs-type shipments, that is small parcels and documents of reduced format, the delivery mode differs. The carrier deposits the shipment directly in the recipient's mailbox, without seeking to establish contact. This delivery without signature is traceable thanks to the recording of GPS geolocation at the time of deposit, which provides proof of delivery even without a signature. If the mailbox is inaccessible or non-existent, the Mail Pack is treated as a standard parcel with an attempt at personal delivery.

The Age Check option meets regulatory requirements concerning certain products such as alcoholic beverages. When this option is activated by the shipper, the carrier is required to verify the identity and age of the recipient before delivering the parcel. Only a person of legal age can receive the shipment, and in case of impossibility of verification or absence, the parcel is neither entrusted to a neighbor nor deposited without control. This measure ensures compliance with legislation on the sale of age-restricted products.

Regarding notifications, Packs offers a system of proactive alerts to keep recipients informed of the progress of their delivery. Depending on preferences set by the shipper, email or SMS notifications can be sent to recipients to warn them of the imminent arrival of their parcel, allowing them to organize themselves to be present when the carrier passes.

What should I do if my Packs parcel is lost or damaged?

In case of a problem with a Packs parcel, whether it is a loss, damage or abnormal delay, it is important to act quickly and follow the appropriate procedure to assert your rights. The first step is to contact Packs' customer service to report the incident and obtain information about the status of the shipment. The carrier has a customer service portal accessible online as well as a telephone line to handle requests from shippers and recipients.

To report a problem, several contact channels are available. Packs' customer service can be reached by phone at 088 0840 800. Email addresses are also available: [email protected] for general inquiries and the portal cs.packs.nl to access the online customer portal where it is possible to submit a complaint formally. It is recommended to keep the parcel's tracking number and any documentation related to the shipment to facilitate the processing of the request.

• Phone: 088 0840 800 to contact Packs customer service
• General email: [email protected] for inquiries and reports
• Customer portal: cs.packs.nl to submit a complaint online
• Claim deadline: Generally 7 days for apparent damage, 30 days for loss
• Documents to provide: Tracking number, photos of damage, proof of value, delivery note with reservations

In case of damage discovered on receipt, it is crucial to enter precise reservations on the delivery note at the time of parcel delivery. These reservations must describe the nature of the damage observed on the external packaging. Without reservations entered at delivery, it becomes more difficult to make a subsequent claim. The recipient must also keep the original packaging and take detailed photographs of the damage, both to the packaging and to the contents, before further handling the parcel.

The deadlines for filing a claim are generally framed by the carrier's general conditions and the regulations applicable to the transport of goods. For apparent damage, the claim must typically be made within 7 days following delivery. For a presumed loss, a period of 30 days from the date of shipment is generally allowed to report the incident. These deadlines may vary depending on circumstances and the type of shipment, so you should consult Packs' specific conditions.

Regarding compensation, the liability of carriers is governed by legislation and international conventions. For domestic shipments, compensation is generally limited to a fixed amount per kilogram of lost or damaged goods, with a maximum ceiling per parcel. This basic compensation may prove insufficient to cover the actual value of valuable shipments. This is why it is recommended that shippers take out supplementary insurance, often called ad valorem insurance, which allows compensation equal to the declared value of the goods.

The claims procedure generally involves providing several supporting documents: the tracking number of the shipment, photographs of the parcel and damage, a detailed description of the contents and their value, as well as any document that makes it possible to prove this value (purchase invoice, repair estimate). The delivery note bearing reservations is also an important part of the file. All these elements allow the carrier to process the claim and determine responsibilities.

Processing claims can take several weeks, or even months for complex cases involving insurers. Packs commits to keeping its customers informed of the progress of the file and to provide a response as soon as possible. In case of disagreement on the handling of a claim, means of recourse exist, including mediation or, as a last resort, legal proceedings before the competent courts.

Does Packs handle international shipments and customs procedures?

Packs offers international shipping services allowing you to send parcels to many destinations around the world. The company has a unit dedicated to international shipments that coordinates these cross-border shipments by relying on a network of logistics partners and its expertise in customs procedures. Whether for shipments to neighboring European countries or to other continents, Packs ensures transit efficiently while maintaining unified tracking via its platform.

For intra-European shipments, that is shipments to other European Union countries, procedures are simplified thanks to the principle of free movement of goods. No customs document is required for deliveries between EU member countries, which greatly facilitates shipments to Belgium, Germany, France or any other Member State. Delivery times to these destinations are generally a few days, with continuous parcel tracking throughout its journey.

• Intra-EU shipments: Without customs procedures, with free movement of goods between Member States
• Non-EU shipments: Require customs declarations and supporting documents
• Required documents: Commercial invoice, content declaration, specific certificates depending on goods
• Customs duties: Recipient's responsibility for non-EU shipments, VAT applicable since July 2021
• Customs assistance: Packs guides shippers in preparing necessary documents

For destinations located outside the European Union, shipments are subject to customs procedures in the destination country. These procedures involve the preparation of specific documents such as customs declaration, commercial invoice describing the contents and their value, and possibly special certificates depending on the nature of the goods. Packs assists its customers in preparing these documents to ensure that shipments cross borders in the best conditions.

Customs duties and import taxes are an important component to consider for international shipments outside the EU. Since July 1, 2021, in accordance with the new European directive, VAT applies to any merchandise imported from a third country, regardless of its amount. These duties and taxes are generally the responsibility of the recipient, who must pay them to collect their parcel. Packs informs its shippers of these obligations to avoid unpleasant surprises at receipt.

Customs clearance can cause additional delays in parcel routing. Customs inspections, verification of documents and payment of duties by the recipient are steps that can extend the transit time beyond the initially estimated deadlines. For shipments to distant destinations or countries applying strict controls, it is prudent to anticipate these delays and inform the recipient of the procedure to follow to collect their parcel.

Packs recommends that shippers include all required customs documents with the shipment from the start in order to limit the risks of delay or blockage at customs. Complete and properly completed documentation facilitates customs clearance and speeds up final delivery. In case of doubt about which documents to provide for a particular destination, Packs' sales department can direct shippers to appropriate resources or assist them in their efforts.

Export and import restrictions vary depending on destination countries and the nature of goods. Certain products are subject to prohibitions or specific regulations that may prevent their shipment to certain destinations. Packs invites its customers to inform themselves about applicable restrictions before shipping their parcels in order to avoid any customs rejection or return to the shipper.

Understanding tracking statuses

When you track a Packs parcel online, different statuses may appear to inform you of the progress of your shipment at each stage of its routing. The Packs tracking system, accessible via the carrier's website by entering the tracking number and recipient's postal code, displays in real time the complete history of parcel movements. Here are the main statuses and their meaning: