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FAQ
We refer Norwegian and Danish customers to Post Norway's Customer Service and Post Denmark's Customer Service.
SEND SHIPMENTS WITH PNL
ABOUT PICKUPs
ABOUT DELIVERIES
OUR ONLINE SERVICES
ABOUT EDI
CUSTOMS
CLAIMS
SEND SHIPMENTS WITH PNL
How can I become a customer?
Fill out this form and one of our sales representatives will contact you within 24 hours.
Can I as a private person send parcels and pallets with PNL?
Yes, if you live in Denmark or Norway. In Sweden, our network is built up especially for businesses. However, as a business customer, you can deliver to households.
What prices and delivery times do you offer on the CarryOn services?
In general we apply a basic price on our products. Since the prices also depend on your volumes and destinations, we ask you to contact us at sales.se@pannordic.com.
ABOUT PICKUPs
How do I order a pickup?
Please call 020 - 765 000 if you are within Sweden. You can also order a pickup with our Online Service My PNL. To start using My PNL, please contact sales.se@pannordic.com.
At what time must I order a pickup and when must my parcels and pallets be ready for pickup?
Orders must be made by 12.00 at the latest in order to be picked up the same day. The parcels and pallets must be ready for pickup at 16.00.
Why do other companies come and pick up my parcels and pallets?
PNL has a comprehensive Nordic network. We have chosen a number of subcontractors with local connections to ensure a reliable service for both pickups and deliveries.
ABOUT DELIVERIES
What happens if I am not there when the forwarder arrives?
The driver will always attempt to deliver your shipments twice. If the recipient is not there, the driver will leave a notification of attempted delivery, asking the recipient to contact PNL´s Customer Service to make an appointment for a new delivery. After the second attempt, the goods will be sent to our hub in Jönköping. If our Customer Service cannot reach the recipient within 14 days, the goods will be returned to the sender.
Why have my parcels and pallets not been delivered yet?
The time of delivery depends on what product you use. Delays may be caused by:
- Defective wrapping
- A postbox instead of the recipient´s delivery address on the transport label
- The use of an incorrect transport label
- Some companies have names which sounds like personal names. To avoid this, please add AB, Ltd or something to the address that indicates that it is a company.
- Defective customs clearance
Search your parcel in our tracking system. Read more about tracking below. To get help, contact Customer Service at cs@pannordic.com or 020-765 000.
OUR ONLINE SERVICES
About MyPNL
With our online service My PNL, we help you to administrate your shipments. For example, My PNL offers you statistics about your shipments and with Advanced Tracking, you can track all your parcels. You only need a PNL account number to obtain login credentials to My PNL.
Read more about the different My PNL services.
How do I track my parcels?
Fill out the shipment/package-ID in the Tracking box on our firstpage. To search for many parcels at a time, choose Tracking in the menu under Online Services. As a registered user of My PNL, you have access to a more sophisticated search, Advanced Tracking, where the information about your parcels is more detailed. Contact sales.se@pannordic.com to become a registered user. If you need help when using Tracking, please contact our Customer Service at 020-765 000 or cs@pannordic.com.
What kind of parcels can I search for in Tracking?
Parcels to Sweden: All single parcels and BulkSplit that are distributed by PNL in Sweden.
Parcels from Sweden: CarryOn Business and CarryOn HomeShopping.
It is not possible to track CarryOn Business Pallet in Tracking. You can track CarryOn Business BulkSplit and CarryOn HomeShopping in the trackingsystem of the country of destination.
At how many places are my parcels scanned?
Your parcels are scanned at many different places and the information about them are passed on to our tracking system Tracking.
ABOUT EDI
What is EDI?
Electronic Data Interchange, i.e. electronic transmission of information about your parcels, e.g. customer number, delivery address, weight and commodity code. Read more about EDI here.
What do I gain from using EDI?
- A quicker handling of your parcels and pallets since everything is done electronically.
- A higher accuracy of delivery.
- The possibility of using easy to use, adhesive transport labels.
- Less risk of errors thanks to the re-utilization of data.
- Access to Advanced Tracking
- The possibility to get tracking information through EDI.
How does PNL use the EDI-information?
PNL uses the EDI-information from the customers to make the handling of information more efficient and to ensure optimal quality. The information is used both in the sending and receiving country for:
- Sorting parcels and pallets
- Producing lists of receipts
- Invoicing
- Tracking
- Quality control
How can I send EDI-information to PNL?
- Our Online Service My PNL suits those who send up to 50 parcels or pallets daily. The service is free of charge and transmits EDI-information directly to PNL´s system.
- If you send larger volumes, a software supporting the CarryOn products, e.g. Avanzo/Pacsoft, EdiCom Protrans, Logtrade and Centiro is more suitable.
- If you produce EDI from your own system, data can be sent directly between yours and PNL´s system. Please contact us for more information.
CUSTOMS
How can I avoid my consignment from being stopped by Customs?
Insufficient documentation is the most common reason for goods being held upon entry. The following documentation is necessary:
A detailed description of the contents (necessary for customs clearance)
For foreign trade; three copies of the commercial invoice with commodity code (tariff code), quantity (pcs.), the origin of the commodity, name of recipient, address, company VAT number and duty deferment account number (if applicable).
Certain goods which originate in a preference country may be imported at a nil or reduced rate of customs duty. To claim preferential treatment, a statement of origin is required. A Preference Certificate, EUR 1 may be issued or a specific declaration of origin, i.e. an invoice declaration should be printed or stamped on the invoice.proforma invoice is used for goods which are imported/exported temporarily, for repair, after repair etc. A proforma invoice is also used for goods with no commercial value, e.g. samples, private possessions and gifts.
Please note that forbidden contents will always be stopped by Customs upon entry.
Why must I pay for customs clearance?
The sender always pays the customs clearance for CarryOn Business shipments as these are included in the freight charges, i.e. an export declaration from the sending country and an import entry in the receiving country. When goods are exported to Norway as CarryOn Business (single parcels) and the recipient does not have a duty deferment account with the Norwegian Customs, PNL and Norway Post pay import duties and then invoice the recipient. NB: This service will result in an additional fee for the recipient.
The recipient pays export and import declaration for shipments sent as CarryOn HomeShopping.
For shipments sent as CarryOn Business BulkSplit, it is important that the importer has a duty deferment account or an agent with an account who is responsible for paying import duties.
If you have questions regarding customs invoices, please contact spedition@pannordic.com or 020-765 000. Read more at tullverket.se and swedishtrade.se
CLAIMS
How do I make a claim?
If a parcel that you have sent has been is damaged or lost through PNL´s handling you can make a claim. If you are a Swedish or Finnish customer, fill out the form Claims, which is sent to our Customer Service. First when they contact you, the claim is made. We refer Norwegian and Danish customers to the corresponding postal compay.
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