If the customs procedure is not carried out through the UPS / In Time freight forwarding service, delivery of the shipment to your address cannot be arranged by us. The reason is that involving a third party — that is, another freight forwarder — interrupts the logistics process and UPS / In Time's responsibility for further delivery. In that case, once the customs procedure is completed through another customs representative, collection or further transport of the shipment is the responsibility of the recipient or the chosen freight forwarder.

The shipment can be collected from our customs warehouse in person by the recipient or through the chosen representative/freight forwarder.

Collection can be carried out during our working hours: Monday – Friday, from 08:00 to 16:00. Thank you for your understanding and cooperation.

UPS, as the carrier of the shipment, is not liable for damage resulting from improper or insufficient packaging. Responsibility for adequate packaging of the shipment lies with the sender. The shipment must be packed in accordance with transport rules and standards, with appropriate protection depending on its contents.

If the shipment is not packed in accordance with transport rules and lacks adequate protection, the risk of damage is borne by the sender. In such cases, our obligation is to establish the condition of the shipment, document it and enter the necessary information into the system.

If you do not want to accept the shipment, it can be returned to the sender. The return costs are borne by the sender, in accordance with the applicable transport conditions.

If UPS Tracking shows the status "Delivered > [Your name] PPW", it does not mean the shipment has been physically delivered to your address. The abbreviation PPW (Paper Proof of Work Delivery) is an internal note in the UPS system indicating that our staff have contacted you, provided you with information about the status of the shipment and sent you the documents required for the customs procedure.

Your shipment is currently stored in our customs warehouse, has been registered with a customs number and is under customs supervision.

The shipment will be prepared for delivery to your address immediately after the customs procedures are completed, if delivery is possible according to the chosen method of clearance.

Under the applicable customs regulations, shipments containing samples / specimens are treated as goods with a commercial purpose. For that reason, this type of shipment cannot be cleared in the name of an individual — it can be imported exclusively in the name of a legal entity (company).

Although the shipment may be addressed to an individual, its contents (samples, specimens, products for testing or commercial presentation) are not considered goods for personal use. Therefore, the customs procedure cannot be carried out in the name of an individual through our freight forwarding service.

If, upon receipt of the shipment by In Time MK BPS — an authorized service provider of UPS, external damage to the package is established, an appropriate report is drawn up. The report serves as official evidence that damage to the packaging or package was noted upon receipt.

If a damage report has been drawn up, we recommend carrying out a detailed inspection of the shipment before the customs procedure begins. This way you can check whether the contents of the shipment are in the expected condition and whether there is any damage to the goods.

If the shipment is under customs supervision, opening or inspecting it can be carried out only with prior approval from the Customs Administration. An official document for prior inspection is required. Without such approval, the shipment may not be opened or inspected.

In certain cases, due to the specific nature of the shipment's contents, we are unable to carry out the customs procedure on behalf of the recipient. This most often applies to shipments which, under the applicable customs regulations, are subject to special conditions, permits, approvals or inspection controls prior to import.

This may apply to shipments containing goods that require a special import permit, additional documentation or handling by competent institutions, depending on the type of product.

You need to inform us how you wish to proceed with the customs procedure, so that we can act on your decision in a timely manner. Depending on the shipment, you may need to engage another freight forwarder, obtain the appropriate permit/documentation or request a return of the shipment to the sender.

Storage (demurrage), i.e. a storage cost, is charged when a shipment, upon arrival, cannot be delivered to the recipient immediately and must instead be placed in a customs warehouse. This most often happens when the shipment is held for the customs procedure, when documents are missing, when an additional permit is required or when the recipient needs to decide how the clearance will be carried out.

The storage charge covers the costs of receiving, recording, keeping and handling the shipment while it is in the customs warehouse under customs supervision. The shipment cannot be delivered or collected until the required customs formalities are completed and the incurred costs are settled.

The storage cost is fixed and is not calculated per day. This means the storage amount does not depend on the number of days spent in the warehouse, but is charged as a fixed cost for storage and handling of the shipment.

Storage is neither customs duty nor VAT. It is a separate cost for storing and handling the shipment while it is in the customs warehouse. Customs duties and VAT are calculated by the competent customs authorities, while storage is charged as a fixed storage cost.

The documents are required so that the customs procedure can be carried out correctly and the shipment can be declared to the Customs Administration. By filling in the documents, the basic data about the shipment, the recipient, the contents, the value of the goods and the method of import are confirmed. Without complete documentation, the customs procedure cannot be submitted and processed.

The invoice shows what was ordered and what value was declared, but proof of payment confirms that this value was actually paid. The customs authorities have the right to request an additional check of the value of the goods, especially when there is a discrepancy in the data, doubt about the value or missing order information.

If not all required documents are provided, the customs procedure cannot continue. In that case, the shipment remains in the customs warehouse under customs supervision until the complete documentation is provided or until the recipient chooses another way of handling the shipment.

In certain cases, a shipment may be automatically returned to the sender if, during inspection or processing, it is found to contain goods whose import is prohibited or restricted under the applicable legal and customs regulations. This applies to shipments containing products that may not be imported via regular courier transport or for which special permits, approvals or procedures are required that cannot be carried out through our service.

When it comes to prohibited or non-permitted import, the shipment cannot enter the regular customs procedure for release and delivery. In such cases, in accordance with procedures and legal restrictions, the shipment may be returned directly to the sender, without the possibility of further clearance or delivery to the recipient.

If the shipment has already been marked for return due to prohibited or restricted contents, in most cases the procedure cannot be stopped. For additional information, the recipient can contact the sender, i.e. the seller, in order to check the contents of the shipment and the conditions under which it was sent.

Free Domicile / DDP means the sender assumes the obligation to pay the import duties, VAT and/or certain transport costs, depending on the agreed terms. However, the customs authorities must still check the shipment, the documentation, the contents, the value and the conditions for import.

The documents for the customs procedure are signed by the parent or legal guardian of the minor.

Although the shipment is marked as a gift, this does not mean it is automatically exempt from the customs procedure or customs duties. Every shipment arriving from abroad is subject to a check by the Customs Administration. The customs authorities review the contents, value, purpose and accompanying documentation, regardless of whether the shipment was purchased, sent as a gift or marked as personal belongings.

If the shipment contains personal belongings, the customs authorities may still request additional documentation or a statement confirming the contents, value and purpose of the shipment. The label "personal belongings" alone does not mean the shipment is automatically exempt from the customs procedure.

Whether customs duties and VAT will be calculated depends on the decision of the Customs Administration, based on the contents, value, tariff number and accompanying documentation. The final calculation is performed exclusively by the customs authorities.

The duration of the customs procedure depends on several factors, such as: the type of shipment, the contents, the value, the completeness of the documentation provided and any additional requirements from the customs authorities. If the documentation is complete and no additional permits or checks are required, the procedure can be completed in the shortest possible time.

The procedure may be delayed if documents are missing, if additional clarification is needed about the contents or value of the shipment, if the shipment is subject to special permits or if the customs authorities request an additional check. The final approval for release of the shipment is given by the Customs Administration.

If the shipment is held for a customs procedure, it cannot be delivered or collected without a completed customs procedure or another official decision on further handling.

If you do not want to continue with the customs procedure, you need to inform us in writing. In that case, depending on the status of the shipment and the options available under the procedure, a return of the shipment to the sender may be initiated.

Depending on the type of shipment, the conditions under which it was sent and its current status, costs may arise for storage, handling, return transport or other administrative costs.

If the shipment is under customs supervision, it may not be opened or inspected without prior approval from the Customs Administration.

If you want to inspect the contents before customs clearance, an official document for prior inspection must be requested from the Customs Administration. Only after approval is obtained can the shipment be inspected, in accordance with customs procedures.

Shipments located in the customs warehouse are under customs supervision. This means any opening, inspection or handling of the shipment must be approved by the competent customs authority.

Shipments intended for a fair, presentation, demonstration, testing or repair are most often not considered shipments for personal use. Although the goods may not be sold, their purpose is connected to business, professional or commercial activity, which is why a special customs procedure may be required.

Depending on the case, such shipments may require import in the name of a legal entity, temporary import, a repair procedure or another customs procedure. The customs authorities determine the appropriate procedure based on the documentation, purpose, value and type of goods.