Help / FAQ

The shipment number entered must match your dispatch note number exactly. Tracking is possible from the time your shipment has been released for loading by our handling team. This usually happens from 9 pm onwards. If you are still unable to view the status of your shipment after this time, please contact our team.

A pick-up of your Germany-wide Express Shipment can be made in German business centres at the regular rate until 6 p.m. on weekdays and nationwide until 4 p.m.. The latest possible pick-up time window for international Express Shipments as well as options for late pick-ups of national shipments, weekend or international pick-ups are subject to various aspects. For this and to arrange individual, deviating pick-up times, please contact our team.

The delivery of national Express Shipments to business centres and many areas is possible from 8 a.m. onwards on the next working day. Our team will be happy to provide you with information on individual delivery date requests, specific delivery options in areas or scheduled deliveries abroad.

If the recipient is not present for a delivery on the specified date, a notification is usually left with a request to arrange a new delivery time. You, as the person who ordered the item, will be notified of this in any case. In order to avoid futile journeys, you can select targeted delivery options from us, e.g. a defined time window delivery, fixed date delivery, deposit of an alternative address, telephone announcement before delivery, and much more.

In order to get your parcel to its destination quickly and safely, it must be packaged in accordance with our General Terms and Conditions and within the scope of our transport insurance cover in such a way that the contents of the shipment are protected against shocks and falls by suitable packaging. For example, use original packaging, verified outer packaging, a sturdy cardboard box, edge protection and/or appropriate filling material. Please always ensure that your parcel is sealed in such a way that any subsequent manipulation is visible (e.g. by sealing, a parcel/adhesive tape with company emblem or with consecutive numbering). Due to our flexibility, the shape, volume and dimensions of your parcel only play a subordinate role.

Of course, Ontime also offers packaging of all kinds. Whether dry ice transports, refrigerated or hazardous goods transports.

We always aim to offer you the best Express Shipping options available on the market at competitive prices. Many criteria and the level of service you require will influence the shipping rate. Contact our team in the specific case or ask for a quote tailored to your requirements and special needs.

We offer a reliability rate above the industry average. Of course, this does not exclude the regular insurance cover of your Express Shipment. Your shipment is insured against damage or loss up to a goods/replacement value of 500 euros. For shipments with a higher value, you can take out a higher insurance policy. To do this, we require information from you on the contents of the shipment and the sum insured with which your shipment is to be covered.

The basis for the invoice is the chargeable weight, which refers to the actual weighed weight, provided the volumetric weight does not exceed this. The industry-wide standard formula for calculating the volumetric weight of a package as well as an online tool for determining the weight can be found here. During the entire transport process, your shipment is usually checked several times for this information.

Yes. With online order entry, it does not matter whether your shipment is to be collected from you or from another address in your country or abroad. To do this, simply replace the preset standard sender address with the desired pick-up address, ideally with a local contact partner and their telephone number. Please note that the regular pick-up times may vary. Our team will be happy to inform you about this.

In principle, we try to make every shipment possible for you via our service. Of course, we comply with current legislation in Germany and, if applicable, in the recipient country. There are restrictions with regard to live animals, dangerous goods, undefinable substances, weapons transports and in some cases liquids. If you are unsure whether a particular item can be shipped, please contact us with as much information as possible about the contents of the parcel.

We offer you a variety of different shipping variants and rate options. Our sales team will be happy to advise you on the most suitable product in our service portfolio.

No. For insurance reasons, we can only offer our shipping services to commercial customers at domestic and international level.

As a globally active company, we can of course also collect your shipment abroad and transport it to (almost) any desired destination. Please contact our team regarding processing, transit time and shipping rates.

The login query for accessing your customer account matches any characters entered and is also case sensitive. Please check if there is a space or if the caps lock key is activated. Please also make sure that your customer number is spelled correctly (with `.`). If it is still not possible to log in to your customer account, please contact us by telephone. We will be happy to help you immediately.

To get your Express Shipment to its destination quickly and safely, we work nationwide with national and international express networks and sophisticated shipping software. In addition, we offer you Europe-wide Same-Day-Deliveries through a variety of train and flight options or through direct journeys. Ontime Onboard Courier GmbH, part of the Ontime group of companies, also carries out courier-accompanied transport worldwide.

Yes, we will be happy to advise you on the options for your upcoming promotional shipping, where a large number of items are to be sent at the same time. In addition to specially calculated conditions and dispatch speeds, we also offer you useful and helpful services for the automated transfer of your recipient addresses, label printing and handling process.

Yes, we offer our trade fair service in Germany and many other countries, which includes delivery or pick-up directly from the trade fair stand. Please note that we cannot guarantee scheduled deliveries at trade fairs due to possible delays in handling at the supplier’s entrance. In the best possible case, please provide us with the mobile phone number of the contact partner on site when placing your order.

No. In our Express Service, all your items are delivered against signature only, at the address you specify, to persons authorised to receive them. Deliveries to the letterbox, to neighbours or leaving at an agreed location are only possible at the express request of the client.

Yes, our close-knit depot network offers you the option of collecting your shipment directly from us or delivering it after the regular pick-up time, for example if your first delivery attempt is unsuccessful.

Yes, your Express Shipment can consist of one or more packages. When sending several packages to the same recipient, please state the number when placing your order and attach a dispatch note with the same shipment number to each package. Only in the section of Standard Parcel shipping is a shipment limited to one package.

Ontime can provide you with packaging in different temperature ranges. Common temperatures such as +15°C to +25°C, +2°C to +8°C or -15°C to -25°C using a Credo Box. Dry ice transport at -79°C or nitrogen transport at -190°C.