You can obtain a quote directly on thepackengers.com by clicking on the “Quote” or by sending an email request to hello@thepackengers.com. We are committed to answering your request within a maximum of two hours. No request for a quote taken by phone will be processed.

ThePackengers are revolutionizing the packaging and shipping of fragile objects by the digitalization of all processes - from automatic quotation calculation to the shipment of goods. This digitalization makes it possible to massify volumes and optimize the costs as much as possible.

The price corresponds to a sum of services: removal, packaging, transport, export formalities and finally all risk insurance.

Yes, because there are set costs that are not correlated with the value of the object. An object whose price is very high may have a higher packaging and transport cost to its market value. This is independent of our will.

We do not change the price of the shipping from the moment an order is set, and as part of the detail of the service indicated in "This price includes".

No, some objects are subject to specific regulations depending on countries such as weapons, restricted materials, alcohol, etc. We can also make reservations concerning the nature and the size of the lot.

You are required to provide all the necessary documents for the operation, such as representation mandates, export licenses, CITES, cultural property certificates, in compliance with the applicable regulations.

In some cases, ThePackengers can handle these documents on your behalf, with specific billing.

CITES: €150 excl. VAT
License for 1 lot: €100 excl. VAT
Cultural property certificates: €140 excl. VAT

The customs representation mandate is an official document by which a company or an individual (the principal) authorizes another entity (the customs representative) to carry out customs formalities related to the import or export of goods on their behalf, in accordance with Article 1984 of the Civil Code and Article 19 of the UCC.

This document is essential for us to file the export declaration on behalf of the EU shipper. Once the customs declaration is made, the declarant must provide you with a copy of the Single Administrative Document (SAD), which will enable you to justify the tax-free sale to tax authorities or the import duties and taxes.

You must access your quote/order page and click on "Receive my connection link". A verification link is sent to you in an automatic email. This guarantees that the email address you have provided is valid and allows you to create your password to connect. Once connected you have the possibility to follow the status of your order(s) in real time and consult your purchasing history. Also, you will be able to provide other information such as your delivery address or telephone number. This information will be used to personalize your experience.

We invite you to click on "Forgot password". Subsequently, you will receive an email to create a new password. Also, remember to check your spam.

After adjusting your order, a window opens onto the quote and your customer account inviting you to add your buyer invoice. We invite you to check your file before downloading.

Payment is made via a Stripe page, fully secure thanks to HTTPS and SSL protocols. The payment process is therefore completed directly on the secure Stripe server. Sensitive data, such as your bank card number and contact details, are fully encrypted and protected by a TLS protocol to prevent exchanged information from being intercepted by a third party during the transaction. The card number is encrypted instantly and we never have access to it. Stripe does not keep the card numbers and relies on a secure infrastructure that meets the international PCI-DSS standard.

Confirm whether all the boxes offered in the link are checked. Our collection system is very efficient. In the majority of cases, If a payment does not pass, this is due to a card problem for lack of provision or expiration. We invite you to connect to your account to be sure that your payment has gone through to completion. To ensure this, the status of your order must be marked "paid".

You probably missed uploading your buyer invoice and/or your phone number. Once added, you will receive an email confirming your order is complete.

You can group items/objects only if the collection address is the same for all objects/articles.

Logistics flows are organized by order, and as such it is not possible to add additional items once your order is complete. Each order is processed independently.

Once the order has been confirmed, no VAT refund is possible. It is up to you to declare the amount of VAT disbursed to the tax authorities.

Once connected to your account, you can modify your billing address for your future orders. Orders in progress cannot be changed.

You can follow your order by logging into your account, under the "Your Orders" section, on our thepackengers.com in "Track my shipment".

On average our collections occur two times a week for all picking zones - for removal times of around 48-72 hours. Please note that we are not responsible for the collection time and date provided by your seller (auction house). As soon as we receive confirmation from your seller, we will organize the removal.

We are able to apply for CITES licenses, export licenses, cultural certificates, etc. within the framework of the regulations in place. If your object is subject to these restrictions, one of our operators will contact you directly. Obtaining documents may extend considerably shipping times and may result in additional invoicing on a case-by-case basis.

The packaging and administrative management treatment takes place on average between 24 and 48 hours.

Our packaging expertise for any type of object optimizes the cost and protection ratio. We take into account the criteria of fragility, value and destination. The packaging is completed in our warehouses by our experts or by one of our agent’s warehouses including : simple envelope, cardboard tube, under cover, buffer, boxes, crates and easel crates for larger items.

ThePackengers is a professional packaging company. We assume the quality of our packaging and taking into account our processes we cannot modify our packaging for specific requests. Our experts confirm that the quality of our packaging guarantees you maximum protection.

As soon as your order is packed we organize the shipping and customs formalities if necessary, and order the final carrier to collect. This step takes a few hours.

The transport period depends on the distance and the mode of transport. The majority of our shipments are made by common couriers such as DHL, Fedex, UPS for small volume orders with an average delivery period of 24 to 72 hours (pending customs clearance).

As for collections, ThePackengers uses its own means thanks to our staff and our vehicle fleet. With regard to shipments after the packaging phase, parcels are given to our network of partners. The majority of packages are shipped through common couriers such as DHL, Fedex, UPS etc.

Yes, In your order request we invite you to tell us your floor. Depending on volume and weight, this delivery can impact the price. ThePackengers cannot be held responsible in the event that your order cannot be delivered upstairs due to incomplete information provided - for example, if the order cannot go up the staircase due to size. Certain bulky orders which must be delivered by several people may initiate additional deadlines in order to organize specific handling.

Except in exceptional cases, we respect the provisional delivery days but we cannot guarantee a specific time. Deliveries are made as part of a general planning, and we are therefore dependent on previous and unmovable deliveries scheduled.

The majority of orders go through our warehouses as part of the organization of logistics flows in order to pack and condition goods prior to delivery.

• Return Fees: You will be charged for the return of the package to our warehouse.
• Reshipment Fees: You will be charged reshipment fees.
• Additional Fees: If no action is taken on your part, we reserve the right to charge you all the fees, including storage until the dispute is resolved.

We recommend that you follow the delivery instructions and claim your package as soon as possible to avoid these additional fees.

After two unsuccessful delivery attempts (e.g., unaccepted date, absence, incorrect or incomplete address, refusal of receipt...), the package will be returned to our warehouse.

Yes, from the moment the package is returned to the warehouse, storage fees will apply. The amount depends on the volume of the package and is calculated on a weekly basis until you contact us to arrange a new delivery or to collect your package from our premises. View our fee schedule

If storage fees apply, you will receive a notification via email with payment details. These fees must be settled before any new delivery attempt or package collection. If you have any other questions, feel free to contact our customer service!

The recipient is responsible for paying the formalities, duties and taxes according to the regulations in force in the country of destination. ThePackengers cannot be held responsible in the event of delay in delivery to non -compliance with the local regulations by the recipient.

If you purchase goods and do not complete the import formalities, we reserve the right to repatriate the shipment to our premises. All costs associated with this repatriation, including storage fees and other related expenses, will be charged to you. Details :

• Customs clearance procedure: When purchasing goods internationally, it is imperative that the customer follows the customs clearance procedure in a timely manner.
• Customer inaction: If the customer does not respond to notifications or complete the necessary steps for customs clearance, the goods may be returned to our warehouse.
• Costs borne by the customer: All costs incurred for the repatriation of the goods, including storage fees and other related expenses, will be charged to the customer.

We encourage you to remain vigilant and follow the customs clearance instructions carefully to avoid these additional costs.

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Our quotes systematically include an all-risk insurance provision. It is up to you to decide or not if you want to contract it. If you contract insurance, you are covered in case of damage, damage or losses. If you do not contract insurance, no complaints will be accepted.

Please check the amount to be provided on all our quotes before payment. You can change the amount to be provided directly on the quote or by email to hello@thepackengers.com. After payment of your order our responsibility cannot be engaged beyond the amount indicated on your order.