{"id":7750,"date":"2015-11-05T07:33:53","date_gmt":"2015-11-05T07:33:53","guid":{"rendered":"https:\/\/en.cbc-logistics.com\/customer-area\/faq\/"},"modified":"2016-06-20T11:12:12","modified_gmt":"2016-06-20T10:12:12","slug":"faq","status":"publish","type":"page","link":"https:\/\/cbc-logistics.com\/en\/customer-area\/faq","title":{"rendered":"FAQ"},"content":{"rendered":"<p>[et_pb_section admin_label=&#8221;section&#8221; fullwidth=&#8221;on&#8221; specialty=&#8221;off&#8221; transparent_background=&#8221;off&#8221; background_color=&#8221;#153b78&#8243; inner_shadow=&#8221;off&#8221; parallax=&#8221;off&#8221; parallax_method=&#8221;off&#8221;][et_pb_fullwidth_header admin_label=&#8221;Fullwidth Header&#8221; title=&#8221;Our FAQ section&#8221; subhead=&#8221;Use our FAQ to find answers to your questions.&#8221; background_layout=&#8221;dark&#8221; text_orientation=&#8221;center&#8221; header_fullscreen=&#8221;off&#8221; header_scroll_down=&#8221;off&#8221; parallax=&#8221;off&#8221; parallax_method=&#8221;off&#8221; content_orientation=&#8221;center&#8221; image_orientation=&#8221;center&#8221; custom_button_one=&#8221;off&#8221; button_one_letter_spacing=&#8221;0&#8243; button_one_use_icon=&#8221;default&#8221; button_one_icon_placement=&#8221;right&#8221; button_one_on_hover=&#8221;on&#8221; button_one_letter_spacing_hover=&#8221;0&#8243; custom_button_two=&#8221;off&#8221; button_two_letter_spacing=&#8221;0&#8243; button_two_use_icon=&#8221;default&#8221; button_two_icon_placement=&#8221;right&#8221; button_two_on_hover=&#8221;on&#8221; button_two_letter_spacing_hover=&#8221;0&#8243;] [\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section admin_label=&#8221;Sektion&#8221; fullwidth=&#8221;off&#8221; specialty=&#8221;on&#8221; transparent_background=&#8221;off&#8221; background_color=&#8221;#ffffff&#8221; allow_player_pause=&#8221;off&#8221; inner_shadow=&#8221;off&#8221; parallax=&#8221;off&#8221; parallax_method=&#8221;off&#8221; padding_mobile=&#8221;off&#8221; make_fullwidth=&#8221;on&#8221; use_custom_width=&#8221;off&#8221; width_unit=&#8221;on&#8221; make_equal=&#8221;off&#8221; use_custom_gutter=&#8221;off&#8221; parallax_1=&#8221;off&#8221; parallax_method_1=&#8221;off&#8221; parallax_2=&#8221;off&#8221; parallax_method_2=&#8221;off&#8221;][et_pb_column type=&#8221;2_3&#8243; specialty_columns=&#8221;2&#8243;][et_pb_row_inner admin_label=&#8221;row_inner&#8221;][et_pb_column_inner type=&#8221;4_4&#8243; saved_specialty_column_type=&#8221;2_3&#8243;][et_pb_text admin_label=&#8221;Text&#8221; background_layout=&#8221;light&#8221; text_orientation=&#8221;left&#8221;] To be able to answer some of your questions in advance, we have prepared here the most frequently asked questions and their answers. If you cannot find an answer to your particular question, please do not hesitate to call or e-mail us. <em><strong>This FAQ makes no claim as to completeness or legal relevance etc. <\/strong><\/em> [\/et_pb_text][et_pb_divider admin_label=&#8221;Divider&#8221; color=&#8221;#b1b1b1&#8243; show_divider=&#8221;on&#8221; height=&#8221;2&#8243;] [\/et_pb_divider][et_pb_text admin_label=&#8221;Text&#8221; background_layout=&#8221;light&#8221; text_orientation=&#8221;left&#8221;] <h3 id=\"faq-dhl-pick-up\" class=\"arconix-faq-term-title arconix-faq-term-dhl-pick-up\">DHL pick up<\/h3><div id=\"faq-8049\" class=\"arconix-faq-wrap\"><div id=\"faq-Changesofpick-uparrangements\" class=\"arconix-faq-title faq-closed\">Changes of pick-up arrangements<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/cbc-kontakt.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1529 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/cbc-kontakt.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p>In case one of the following has changed:<\/p>\n<ul>\n<li><strong>Pick-up address<\/strong><\/li>\n<li><strong>Shipping amounts<br \/>\n<\/strong><\/li>\n<li><strong>Amount of roller containers<br \/>\n<\/strong><\/li>\n<li><strong>Pick-up manner (reorganisation)<\/strong><\/li>\n<li><strong>Pick-up day<br \/>\n<\/strong><\/li>\n<li><strong>Company holidays with no pick-up<br \/>\n<\/strong><\/li>\n<\/ul>\n<p>then please notify us <strong>in writing<\/strong> with e-mail to service[@]cbc-logistics.com.<\/p>\n<p>We will gladly accomodate the desired changes.<\/p>\n<p>Please be aware that <strong>changes<\/strong> are often implemented <strong>1 to 4 weeks later<\/strong>.<\/p>\n<\/div><\/div><div id=\"faq-8048\" class=\"arconix-faq-wrap\"><div id=\"faq-Difficultiesatpick-up\" class=\"arconix-faq-title faq-closed\">Difficulties at pick-up<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-carrier.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1613 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-carrier.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p>If <strong>difficulties <\/strong>arise at pick-up due to <strong>your driver <\/strong>being<\/p>\n<p><strong>absent or directed to a wrong address<\/strong>,<\/p>\n<p>you always have the chance to take the shipments to the<\/p>\n<p>nearest branch office (see FAQ &#8220;Drop-off at branch office&#8221;).<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Complaints<\/strong> may be filed <strong>through us<\/strong> on +49 6445 25771-20 and directly with<\/p>\n<p>DHL on 02282 &#8211; 8609800 (the EKP, customer number from Deutsche Post, is required).<\/p>\n<\/div><\/div><div id=\"faq-8053\" class=\"arconix-faq-wrap\"><div id=\"faq-Drop-offatbranchoffice\" class=\"arconix-faq-title faq-closed\">Drop-off at branch office<\/div><div class=\"arconix-faq-content faq-closed\"><p>If you would like to take shipments to the branch office yourself, <strong>any <\/strong><\/p>\n<p><strong>DHL branch office<\/strong> is suitable for that. This option is available to you even<\/p>\n<p>if you employ regular pick-up.<\/p>\n<p>&nbsp;<\/p>\n<p>Please bear in mind that you should sign the <strong>posting list\/cargo list<\/strong> at the branch office, receive<\/p>\n<p>the <strong>deposit receipt<\/strong> and that the arrangement is only valid for customers with DHL\/c.b.c. logistics contract.<\/p>\n<p>&nbsp;<\/p>\n<p>Some branch offices employ a drop-off desk for business clients,<\/p>\n<p>this speeds up the process considerably.<\/p>\n<p>&nbsp;<\/p>\n<p>The easiest way to find the nearest branch office is to click <strong><a title=\"Filialen \/ DHL Paketshops\" href=\"https:\/\/standorte.deutschepost.de\/Standortsuche?standorttyp=filialen_verkaufspunkte&amp;lang=de\" target=\"_blank\">HERE<\/a><\/strong>.<\/p>\n<\/div><\/div><div id=\"faq-8054\" class=\"arconix-faq-wrap\"><div id=\"faq-Increaseinshipping\" class=\"arconix-faq-title faq-closed\">Increase in shipping<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-KS-material.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1639 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-KS-material.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a>In case of <strong>more than 5 parcels<\/strong>, <strong>special pick-up<\/strong> may be arranged.<\/p>\n<p>To do that, please send <strong>e-mail<\/strong> us at service[@]cbc-logistics.com <strong>or<\/strong> ring<strong> ring<\/strong> on +49 6445 25771-20<\/p>\n<p><strong>one day in advance<\/strong> and <strong>not later than 2:30 p.m<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>In case of large amounts, for example, multiple lorryloads,<\/p>\n<p>please ring us at least one week in advance.<\/p>\n<p>&nbsp;<\/p>\n<p>In all cases of special pick-up, we <strong>require<\/strong>\u00a0<strong>the following information<\/strong>:<\/p>\n<ul>\n<li><strong>amount of parcels?<\/strong><\/li>\n<li><strong>parcel weight?<\/strong><\/li>\n<li><strong>parcel size?<\/strong><\/li>\n<li><strong>are the parcels loose, palletised or in roller containers?<\/strong><\/li>\n<li><strong>the usual pick-up address or otherwise?<\/strong><\/li>\n<\/ul>\n<\/div><\/div><div id=\"faq-8050\" class=\"arconix-faq-wrap\"><div id=\"faq-Regularpick-upandtimeslots\" class=\"arconix-faq-title faq-closed\">Regular pick-up and time slots<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-logistik.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1615 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-logistik.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a>Pick-up can <strong>only be arranged through c.b.c. logistics<\/strong> as a participant of the<\/p>\n<p>framework agreement with DHL so please always turn to us.<\/p>\n<p>&nbsp;<\/p>\n<p>With regular pick-up, you can designate <strong>fixed days<\/strong> for pick-up.<\/p>\n<p>&nbsp;<\/p>\n<p>With <strong>up to 40 parcel per pick-up day<\/strong> pick-up takes place <strong>during delivery<\/strong>.<\/p>\n<p>That means that pick-up is part of the current delivery route, hence the pick-up time<\/p>\n<p>depends on the workload, driver and respective arrangements with him.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>From 41 parcels per pick-up day<\/strong>, you can <strong>propose a time slot<\/strong>\u00a0 (+\/- 1-2 hours),<\/p>\n<p>during which your parcels should be collected. DHL will try to arrange pick-up during<\/p>\n<p>the time slot you have proposed.<\/p>\n<p>&nbsp;<\/p>\n<p>Please be aware that in a few areas shipments cannot be delivered within 24 hours if certain<\/p>\n<p>late pick-up time slots are used.<\/p>\n<p>&nbsp;<\/p>\n<\/div><\/div><div id=\"faq-8051\" class=\"arconix-faq-wrap\"><div id=\"faq-Requestedpick-upwhattobearinmind\" class=\"arconix-faq-title faq-closed\">Requested pick-up: what to bear in mind<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-logistik.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1615 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/icons-beratung-logistik.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a>Requested pick-up is available <strong>beginning with 1 parcel<\/strong>. \u00a0 With shipping amounts <strong>up to 5 parcels<\/strong> please ring <strong>one day in advance before 5 p.m. <\/strong>on\u00a0<strong> +49 6445 25771-20<\/strong>. \u00a0 Requested pick-up can be booked until 8 p.m. via our business portal. \u00a0 Please provide the <strong>average stize of the parcel<\/strong> and if bulky goods will be included. Unfortunately, a time slot cannot be specified as <strong>pick-up<\/strong> will take place <strong>during delivery<\/strong>. \u00a0 As the amounts increase, if you have more than 5 parcels for pick-up, you can find useful information in the FAQ under &#8220;Increase in shipping&#8221;.<\/p>\n<\/div><\/div><h3 id=\"faq-dhl-shipping-en\" class=\"arconix-faq-term-title arconix-faq-term-dhl-shipping-en\">DHL shipping<\/h3><div id=\"faq-7986\" class=\"arconix-faq-wrap\"><div id=\"faq-Cancellingparcelsnotyetmailed\" class=\"arconix-faq-title faq-closed\">Cancelling parcels not yet mailed<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-KS-storno.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1641 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-KS-storno.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p><strong>Before the day-end closing<\/strong>, parcels can easily be cancelled <strong>using the software<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>After the day-end closing<\/strong>, you can cancel your parcels <strong>through us <\/strong><strong>within 30 days<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>We require the corresponding tracking number and you customer number.<\/p>\n<p>Please <strong>e-mail<\/strong> these to\u00a0serivce[@]cbc-logistics.com or <strong>fax<\/strong> them to +49 6445 25771-17.<\/p>\n<p>You can easily request a cancellation <a title=\"Paketstornierung\" href=\"\/?page_id=68\" target=\"_blank\"><strong>HERE<\/strong><\/a>.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>Offsetting<\/strong> takes place after a verification and always during the <strong>second billing period of the month<\/strong>.<\/p>\n<p>Please be aware that your right to a refund is only valid until the end of the month.<\/p>\n<\/div><\/div><div id=\"faq-8010\" class=\"arconix-faq-wrap\"><div id=\"faq-CODnotreceived\" class=\"arconix-faq-title faq-closed\">COD not received<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-Unternehmen-referenzen.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1699 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/icons-Unternehmen-referenzen.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p>Should the <strong>COD<\/strong> due <strong>not arrive<\/strong> on your <strong>account<\/strong> in <strong>14 days\/3 months<\/strong> (domestic\/international),<\/p>\n<p>a <strong>COD inquiry<\/strong> has to be initiated.<\/p>\n<p>&nbsp;<\/p>\n<p>You can request one by e-mail to service[@]cbc-logistics.com.<\/p>\n<p>We are going to <strong>need<\/strong> the <strong>outgoing invoice<\/strong> along with the<strong> posting list\/cargo list<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>With combined inquiries (from 5 COD shipments), you are welcome to fill in pre-formatted<\/p>\n<p>Excel tables. These are available from c.b.c. logistics. The needed documents will only be<\/p>\n<p>requested as the inquiry progresses.<\/p>\n<p>&nbsp;<\/p>\n<p>The <strong>processing time<\/strong> is circa <strong>14 days\/2 months (domestic\/international<\/strong>).<\/p>\n<\/div><\/div><div id=\"faq-8044\" class=\"arconix-faq-wrap\"><div id=\"faq-Damagedparcel\" class=\"arconix-faq-title faq-closed\">Damaged parcel<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2015\/01\/icons-service-reklamationanagment.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-4046 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2015\/01\/icons-service-reklamationanagment.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p>Damages are to be <strong>reported<\/strong> <strong>within 7 business days<\/strong> after the delivery.<\/p>\n<p>This has to be done by you or your client at the <strong><a title=\"Filialen \/ DHL Paketshops\" href=\"https:\/\/standorte.deutschepost.de\/Standortsuche?standorttyp=filialen_verkaufspunkte&amp;lang=de\" target=\"_blank\">nearest<\/a> DHL office<\/strong>. Both the <strong>complete outer and inner packaging<\/strong> should be <strong>presented<\/strong> along with the <strong>damaged goods<\/strong>. The damage will be assessed on the spot and you will be given a damage receipt. Thereafter, you can arrange a compensation delivery if you decide so.<\/p>\n<p><strong>Damage compensation<\/strong> will be handled <strong>directly by DHL<\/strong>. Should you run into any difficulties, please ring us on +49 6445 25771-20. It may take up to 14 days to respond.<\/p>\n<p>Concerning packages <strong>Europaket and Weltpaket<\/strong>, we suggest sending an\u00a0<strong>additional<\/strong> written damage report (with <strong>photos<\/strong> if possible) by e-mail to either us or DHL.<br \/>\nPlease be aware that a <strong>delayed damage claim<\/strong> may be <strong>rejected<\/strong>.<\/p>\n<\/div><\/div><div id=\"faq-7988\" class=\"arconix-faq-wrap\"><div id=\"faq-Deliveryimpossibledespitecorrectaddress\" class=\"arconix-faq-title faq-closed\">Delivery impossible despite correct address<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2015\/01\/icons-service-Versandleiter.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-4048 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2015\/01\/icons-service-Versandleiter.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a> In case you a parcel is returned as &#8220;<strong>Recipient unknown<\/strong>&#8221; <strong>despite a correct address<\/strong>, you are <strong>entitled<\/strong> to <strong>shipping <\/strong>and<strong> return costs refund<\/strong>. The parcel <strong>should <\/strong>be <strong>shipped again <\/strong>to the<strong> same address <\/strong>and be <strong>successfully delivered<\/strong> to the recipient. \u00a0 To execute a refund, we <strong>require<\/strong> the <strong>tracking numbers<\/strong> from both instances of shipping along with your <strong>customer number<\/strong> to assign the refund correctly. \u00a0 Please <strong>e-mail<\/strong> your request to service[@]cbc-logistics.com <strong>or <\/strong>simply use our online form <a title=\"Sendungsreklmation\" href=\"https:\/\/en.cbc-logistics.com\/customer-area\/shipment-complaint\/\" target=\"_blank\"><strong>HERE<\/strong><\/a>.<\/p>\n<\/div><\/div><div id=\"faq-8047\" class=\"arconix-faq-wrap\"><div id=\"faq-Longtransittime\" class=\"arconix-faq-title faq-closed\">Long transit time<\/div><div class=\"arconix-faq-content faq-closed\"><p><strong>As a rule<\/strong>, DHL promises to deliver <strong>domestically within 24 hours<\/strong>; if however, the<\/p>\n<p>sender and the recipient are <strong>more than 500 km apart<\/strong>, the transit time is <strong>up to 48 hours<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>This is only a <strong>guiding<\/strong> <strong>principle<\/strong> and not a commitment.<\/p>\n<p>DHL is only obliged to deliver within 10 business days.<\/p>\n<p>&nbsp;<\/p>\n<p>As a rule, a <strong>complaint<\/strong> about the transit time can be filed within the time frame;<\/p>\n<p>that can be done either by <strong>e-mail<\/strong> to service[@]cbc-logistics.com <strong>or by telephone<br \/>\n<\/strong><\/p>\n<p>on  +49 6445 25771-20.<\/p>\n<p>&nbsp;<\/p>\n<p>The same applies to parcels <strong>W<\/strong><strong>eltpaket Economy\/Premium<\/strong>, whereas here <strong>longer<\/strong><\/p>\n<p><strong>transit times<\/strong> are natural and should be taken into account (see DHL transit times by country <strong><a title=\"L\u00e4nderinformationen DHL\" href=\"https:\/\/www.dhl.de\/de\/paket\/crb\/geschaeftskunden\/crb-gk-laenderauswahl\/_jcr_content\/par\/coffer\/par\/link_dropdown.html\">HERE<\/a><\/strong>).<\/p>\n<p>&nbsp;<\/p>\n<\/div><\/div><div id=\"faq-8000\" class=\"arconix-faq-wrap\"><div id=\"faq-Notificationcardmissing\" class=\"arconix-faq-title faq-closed\">Notification card missing<\/div><div class=\"arconix-faq-content faq-closed\"><p>Should a customer complain that a <strong>notification card<\/strong> is <strong>missing<\/strong> after a delivery attempt and the <strong>shipment is returned<\/strong> (as no collection by the recipient<\/p>\n<p>could take place), you are entitled to a <strong>refund<\/strong> of the <strong>shipping and return costs<\/strong> or a freeway parcel stamp.<\/p>\n<p>&nbsp;<\/p>\n<p>You can <strong>e-mail<\/strong> your <strong>claim<\/strong> to  service[@]cbc-logistics.com <strong>or\u00a0<\/strong><strong>ring <\/strong>us at c.b.c. logistics on +49 6445 25771-20.<\/p>\n<p>Please be aware that DHL reserves the right to arrange inquires into individual cases.<\/p>\n<\/div><\/div><div id=\"faq-7997\" class=\"arconix-faq-wrap\"><div id=\"faq-Packstationnotavailable\" class=\"arconix-faq-title faq-closed\">Packstation not available<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/cbc-leistung-retoure.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1567 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/cbc-leistung-retoure.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a><\/p>\n<p>In case a <strong>parcel<\/strong> is <strong>returned<\/strong> because the pack station was occupied and <strong>independent of negligence<\/strong><\/p>\n<p><strong>by either the consignor or the consignee<\/strong>, you are entitled to a <strong>refund<\/strong> of the <strong>shipping and return costs<\/strong>.<\/p>\n<p>&nbsp;<\/p>\n<p>You can <strong>e-mail<\/strong> your <strong>claim<\/strong> to service[@]cbc-logistics.com <strong>or<\/strong><\/p>\n<p><strong>ring <\/strong>us at c.b.c. logistics on +49 6445 25771-20.<\/p>\n<\/div><\/div><div id=\"faq-8046\" class=\"arconix-faq-wrap\"><div id=\"faq-Parcelnotreceived\" class=\"arconix-faq-title faq-closed\">Parcel not received<\/div><div class=\"arconix-faq-content faq-closed\"><p>Should a <strong>recipient not receive the parcel<\/strong>, you can request a copy of the <strong>proof of delivery<\/strong><\/p>\n<p>(POD) from us. It is easy to provide for shipments within Germany, in international scope, however,<\/p>\n<p>signed POD is not available in every country&#8217;s case.<\/p>\n<p>If the signature and the <strong>whereabouts of the shipment are unknown to the recipient<\/strong>, the recipient<\/p>\n<p>may issue a <strong>statement<\/strong> (you can find a template in the <a title=\"Informationen zum Download\" href=\"https:\/\/en.cbc-logistics.com\/customer-area\/downloads\/\" target=\"_blank\">Downloads <\/a>section).<\/p>\n<p>Additionally, an inquiry is to be initiated (see <a title=\"Was tun wenn ein Paket verschwunden ist?\" href=\"https:\/\/en.cbc-logistics.com\/faq\/what-to-do-if-parcels-go-missing\/\">FAQ &#8220;What to do if parcels go missing&#8221;<\/a>).<\/p>\n<p>The same applies in case of misunderstandings concerning depot and garage contracts.<\/p>\n<\/div><\/div><div id=\"faq-7971\" class=\"arconix-faq-wrap\"><div id=\"faq-Usingprintedlabels\" class=\"arconix-faq-title faq-closed\">Using printed labels<\/div><div class=\"arconix-faq-content faq-closed\"><p>In case you have printed out a label but cannot mail the shipment right away, the <strong>label is valid for a week<\/strong>. Thereafter it has to be cancelled.<\/p>\n<p>In case the <strong>day-end closing is finished<\/strong>, a <strong>cancellation has to be requested through us<\/strong>. Please send <strong>e-mail<\/strong> to service[@]cbc-logistics.com including your customer number and the tracking number or simply fill in the form <strong><a title=\"Paketstornierung\" href=\"\/?page_id=68\" target=\"_blank\">HERE.<\/a><\/strong><\/p>\n<\/div><\/div><div id=\"faq-8045\" class=\"arconix-faq-wrap\"><div id=\"faq-Whattodoifparcelsgomissing\" class=\"arconix-faq-title faq-closed\">What to do if parcels go missing<\/div><div class=\"arconix-faq-content faq-closed\"><p>In case of <strong>no scan for 10 business days<\/strong> a parcel is considered gone missing.<\/p>\n<p>Should this happen, an <a title=\"Hier eine Nachforschung beantragen - Sendungsreklamation\" href=\"https:\/\/en.cbc-logistics.com\/customer-area\/shipment-complaint\/\" target=\"_blank\"><strong>inquiry<\/strong> is to be initiated<\/a>. This can be done through us by<\/p>\n<p>e-mail to service[@]cbc-logistics.com or by fax to +49 6445 25771-17.<\/p>\n<p><strong>Required <\/strong>are the<strong> outgoing invoice<\/strong> to the recipient&#8217;s name, the <strong>posting list\/cargo list<\/strong><\/p>\n<p><strong>und\u00a0<\/strong>instructions on <strong>to whom<\/strong> the parcel is to be <strong>delivered when found<\/strong>.<\/p>\n<p>The estimated processing time is 14 days for domestic orders,<\/p>\n<p>international orders will require approximately 2 months (regulated by the Universal Postal Convention).<\/p>\n<\/div><\/div><div id=\"faq-7992\" class=\"arconix-faq-wrap\"><div id=\"faq-WrongaddressRe-routingparcelCancellingdelivery\" class=\"arconix-faq-title faq-closed\">Wrong address\/Re-routing parcel\/Cancelling delivery<\/div><div class=\"arconix-faq-content faq-closed\"><p><a href=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/cbc-aktuelles.png\"><img   title=\" Connection to Track&amp;Trace lost - Versandlogistiker\"  loading=\"lazy\" decoding=\"async\" class=\" size-full wp-image-1527 alignright\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2014\/12\/cbc-aktuelles.png\"   alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"   width=\"100\" height=\"100\" \/><\/a> With <strong>domestic<\/strong> deliveries, <strong>re-routing<\/strong>, <strong>cancelling a delivery<\/strong> or <strong>correcting the address<\/strong> on a parcel are <strong>impossible<\/strong>. \u00a0 With <strong>international<\/strong> deliveries, this is only possible on <strong>prior notice<\/strong> and is subject to a extra charge (as per country).<\/p>\n<\/div><\/div><h3 id=\"faq-general-shipping\" class=\"arconix-faq-term-title arconix-faq-term-general-shipping\">General shipping<\/h3><div id=\"faq-8067\" class=\"arconix-faq-wrap\"><div id=\"faq-Maximumweightpercarrierandextraweightfee\" class=\"arconix-faq-title faq-closed\">Maximum weight per carrier and extra weight fee<\/div><div class=\"arconix-faq-content faq-closed\"><p>Every sevice provider has its own upper limit of what constitutes a parcel suitable for transportation. Again variably for every carrier, an extra fee may be charged when the limit is exceeded. Hence, we have compiled for you a brief overview in order to help you to find the most suitable carrier for your heavy shipments. <strong>DHL<\/strong> The maximum weight of a shipment is 31.5 kg. There is <strong>no<\/strong> extra fee. <strong>UPS<\/strong> The maximum weight depends on the tariff chosen. For standard single UPS parcels, the upper limit is 70 kg (real or dimensional weight \u2013 whichever is higher). Standard multiple parcell shipments can go up to 200 kg (total weight of all items, whereas every item&#8217;s real or dimensional weight will be taken into account). Packages (whether single parcels or multiple parcels) with a weight of at least 32 kg will in any case be charged an &#8220;extra handling&#8221; fee of \u20ac9.35.<\/p>\n<\/div><\/div><h3 id=\"faq-shipping-sofware-easylog-by-dhl\" class=\"arconix-faq-term-title arconix-faq-term-shipping-sofware-easylog-by-dhl\">Shipping sofware Easylog by DHL<\/h3><div id=\"faq-8068\" class=\"arconix-faq-wrap\"><div id=\"faq-ConnectiontoTrack038Tracelost\" class=\"arconix-faq-title faq-closed\">Connection to Track&#038;Trace lost<\/div><div class=\"arconix-faq-content faq-closed\"><p>If you cannot establish a connection to <span id=\"icl_tm_original_title\">Track&amp;Trace<\/span>, it may be due to an older certificate from DHL. You have to replace it with the new <strong>DPDHL TLS CA I3<\/strong> from DHL.<\/p>\n<p><strong>Step 1:<\/strong> Click the following link and download the new certificate &#8211; <a href=\"https:\/\/keyserver.deutschepost.de\/pki\/I3\/dpdhl_tls_i3.crt\" target=\"_blank\">Download <strong>DPDHL TLS CA I3<\/strong> certificate<br \/>\n<\/a><\/p>\n<p><strong>Step 2:<\/strong> The certificate will install itself automatically.<\/p>\n<p><strong>Step 3:<\/strong> Start Easylog anew and try to look up your shipment in Track&amp;Trace.<\/p>\n<\/div><\/div> [\/et_pb_text][\/et_pb_column_inner][\/et_pb_row_inner][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243;][et_pb_accordion admin_label=&#8221;Akkordeon&#8221; toggle_font_size=&#8221;17&#8243; toggle_font_size_tablet=&#8221;15&#8243; toggle_font_size_last_edited=&#8221;on|desktop&#8221; body_font_size=&#8221;13&#8243; body_text_color=&#8221;#333333&#8243; use_border_color=&#8221;off&#8221; border_color=&#8221;#ffffff&#8221; border_style=&#8221;solid&#8221; custom_css_main_element=&#8221;width: 85%;&#8221; saved_tabs=&#8221;all&#8221;] [et_pb_accordion_item title=&#8221;Your contact person&#8221; custom_css_main_element=&#8221;border-radius:5px; box-shadow: 1px 2px 2px 1px grey;margin-bottom: 3.27%!Important;&#8221;]<\/p>\n<p><img  title=\" Connection to Track&amp;Trace lost - Versandlogistiker\" loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-1713 size-full\" src=\"https:\/\/cbc-logistics.com\/wp-content\/uploads\/2013\/04\/leo-strebel-cbc.png\"  alt=\"Connection to Track&amp;Trace lost - Versandlogistiker\"  width=\"300\" height=\"225\" \/><\/p>\n<p><strong><span style=\"font-size: 20px;\"><span style=\"font-size: 28px;\">Leo Strebel<\/span><br \/> <\/span><\/strong>Customer Servce Assistant<\/p>\n<p>Telephone: <br \/> <strong><span style=\"font-size: 16px;\"><i class=\"fa fa-phone\"><\/i> +49 6445 25771-97<\/span><\/strong><\/p>\n<p>[\/et_pb_accordion_item][et_pb_accordion_item title=&#8221;Shipping in Germany from 2.65\u20ac*&#8221; open_toggle_background_color=&#8221;#153b76&#8243; open_toggle_text_color=&#8221;#ffffff&#8221; closed_toggle_background_color=&#8221;#153b76&#8243; closed_toggle_text_color=&#8221;#ffffff&#8221; icon_color=&#8221;#ffffff&#8221; custom_css_main_element=&#8221;border-radius:5px; box-shadow: 1px 2px 2px 1px grey;margin-bottom: 3.27%!Important;&#8221;]<\/p>\n<p><span style=\"font-size: 16px; color: #ffffff;\"><i class=\"fa fa-cubes\"><\/i> Shipment delivery in Germany from 2.65 \u20ac* via c.b.c. logistics, including pick-up and all other services\u00a0<span style=\"font-size: 8px;\"><br \/>* price subject to 19% VAT<\/span><\/span><\/p>\n<p><a class=\"et_pb_promo_button et_pb_button\" style=\"color: #ffffff;\" href=\"https:\/\/cbc-logistics.com\/kontakt\">Request now<\/a><\/p>\n<p>[\/et_pb_accordion_item][et_pb_accordion_item title=&#8221;International shipping from 5.55\u20ac*&#8221; open_toggle_background_color=&#8221;#8db30c&#8221; open_toggle_text_color=&#8221;#333333&#8243; closed_toggle_background_color=&#8221;#8db30c&#8221; closed_toggle_text_color=&#8221;#333333&#8243; icon_color=&#8221;#ffffff&#8221; custom_css_main_element=&#8221;border-radius:5px; box-shadow: 1px 2px 2px 1px grey;margin-bottom: 3.27%!Important;&#8221;]<\/p>\n<p><span style=\"font-size: 15px;\">Thanks to our bundled shipping volumes and close cooperation with parcel delivery companies we achieve considerable price reductions which we pass on to you! for example:<\/span><\/p>\n<p><span style=\"font-size: 18px;\">1kg to Austria from 5.55\u20ac*<br \/> 1kg to\u00a0USA from 10.95\u20ac*<br \/> 1kg to China from 13.95\u20ac*<\/span><br \/> <span style=\"font-size: 8px;\">* price subject to 19% VAT<\/span><\/p>\n<p><a class=\"et_pb_promo_button et_pb_button\" href=\"https:\/\/en.cbc-logistics.com\/contact\/\">Request now<\/a><\/p>\n<p>[\/et_pb_accordion_item][et_pb_accordion_item title=&#8221;Do you need help?&#8221; custom_css_main_element=&#8221;border-radius:5px; box-shadow: 1px 2px 2px 1px grey;margin-bottom: 3.27%!Important;&#8221;]<\/p>\n<p><a class=\"et_pb_promo_button et_pb_button\" href=\"https:\/\/en.cbc-logistics.com\/customer-area\/faq\/\">FAQ <\/a><\/p>\n<p>Should our FAQ prove to be insufficient, our<strong> service team<\/strong>is available\u00a0<strong>Mo\u00a0\u2013\u00a0Fr<\/strong>\u00a0von <strong>08:00 \u2013 17:00<\/strong> on<strong> +49\u00a02507\u00a0539\u00a020-20<\/strong> and can also be reached by e-mail at:<\/p>\n<p><noscript class=\"ninja-forms-noscript-message\">\n\tNotice: JavaScript is required for this content.<\/noscript>\n<style>\n\n        \/* PLUGIN WIDE STYLES *\/\n    \n        .nf-form-cont {\n                                    background-color:#dddddd;\n                                            padding:5px;\n                    }\n        .nf-response-msg {\n                                    padding:5px;\n                    }\n 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