FAQ
We have gathered answers to the most frequently asked questions regarding the packaging, transport, tracking, and insurance of your items. If you need specific support, our specialized team is available to guide you through every step.
Shipping & Process
How long will it actually take to receive my item?
Once your order has been paid, we immediately contact the auction house to arrange the collection of your lot. We collect from most auction houses at least twice a week. However, collection schedules remain subject to the auction house’s authorization and availability. Some auction houses only allow one collection per week, which may extend the collection time. Once your item has been collected: the goods are transferred to our packing hub within 24 to 48 hours; packing and handover to the final carrier take an average of 48 hours; final transportation generally takes around 48 hours, depending on the carrier and destination.
Please note: for complex items such as chandeliers, large paintings, marble statues, etc., packing may take longer. Some items require custom-made wooden crates built by our craftsmen to ensure optimal protection. Overall, the entire process generally takes between 5 and 12 business days, depending on the auction house’s availability, the complexity of the item, and the destination.
Please keep in mind that when purchasing from an auction house or gallery, the logistics process is different from traditional e-commerce, such as Amazon. Items are neither pre-packed nor stored in a single centralized warehouse, which naturally makes the logistics process more complex.
Can you transport any type of item?
No. Certain items are excluded, including weapons except authorized categories, ammunition, explosives, hazardous materials, chemicals, non-compliant batteries, perishable goods, living organisms, and illegal substances. We may also apply restrictions depending on the nature, size, or applicable regulations of the item.
Can I change my delivery address after payment?
Any change to the delivery address after payment may result in additional charges and longer delivery times.
Please contact us via our Contact Us page to receive an updated quote.
How long does it take to collect my lot?
Our collection rounds take place on average twice a week. Collection generally takes 48 to 72 hours once authorization has been received from the auction house or gallery. Please note that we do not control how quickly the seller makes the lot available for collection.
How long does packing take?
Packing and administrative processing take an average of 24 to 48 hours. This timeframe may be longer for items requiring a custom-made wooden crate or complex packing.
How can I track my shipment?
As soon as your order is confirmed, you can track every stage of your shipment in real time from your customer account on thepackengers.com, under “Track My Shipment”:
Collection status
Arrival at our packing hub
Packing process
Final shipment and tracking number.
Do you deliver to upper floors?
Yes, subject to feasibility depending on the item’s dimensions and weight, as well as access conditions. This service may affect the final price.
What happens if delivery fails or I do not collect my parcel?
Generally, only one delivery attempt is made. If delivery is unsuccessful, the parcel will be returned to our warehouse. Return, storage, and reshipping fees will apply. Please remain reachable and follow the carrier’s delivery instructions.
Protection & Packing
How are my items protected?
Each item is professionally packed by our specialized teams at our hubs, according to its nature, fragility, value, and destination. We tailor the level of protection to each item:
Reinforced packaging with custom-sized cardboard
Cushioning, and specific protective materials
Custom-made wooden crates; wooden packaging for the most fragile or bulky items, such as chandeliers, sculptures, large paintings, marble pieces, etc.
Blanket wrapping for certain large items transported by road. Our priority is to achieve the best balance between maximum protection and cost efficiency.
Can you reinforce the packaging upon request?
We apply professional packing standards adapted to each type of item. Our protocols have been designed to provide the appropriate level of protection. For this reason, we do not modify these standards based solely on individual requests.
Pricing, Quotes & Charges
How can I get a quote?
You can request a quote directly on thepackengers.com, under Request Quote.
We aim to respond within a maximum of 2 hours during business hours. Quote requests cannot be processed by phone.
Why can the price be higher than standard shipping?
ThePackengers’ pricing reflects a specialized, end-to-end logistics service that includes:
Collection of your unpacked item directly from the auction house or seller—a service generally not provided by standard carriers
Professional packing adapted to your item
Any required administrative or customs formalities
All-risk insurance, if purchased
Tracking and coordination throughout the entire process. It is this comprehensive end-to-end service that explains the difference in price compared with standard shipping.
Can a low-value item have high packing and shipping costs?
Yes. Some costs cannot be reduced, including specialized labor, protective materials, and secure transportation. As a result, the logistics cost of a low-value item may sometimes exceed the item’s purchase value. This reflects the technical requirements of the operation rather than the value of the item itself.
Can the price change after payment?
Once your order has been paid, the agreed price is fixed. In exceptional circumstances—such as particularly difficult access, special handling requirements, exceptionally heavy or bulky items, or a failed delivery attributable to the recipient—additional charges may apply.
Insurance & Claims
What happens if my item is damaged or lost?
All our quotes include the option to purchase all-risk insurance. If you have purchased this insurance, your item is covered against damage, deterioration, or loss throughout the entire period it is in our care, from collection to final delivery. In the event of a claim:
Report the issue as soon as possible through your customer account or our claims form, within a maximum of 72 hours
Where possible, clearly note any damage or issues on the delivery receipt
Provide invoices, photographs, the delivery receipt, and an estimate of the loss or damage
Keep the item and its packaging in their current condition. Our team will process the claim with the insurance company. Compensation will be assessed based on the declared value of the item or, where applicable, the cost of restoration. Without insurance, we are unable to provide compensation. We strongly recommend purchasing all-risk insurance.
Download insurance document
Customs Formalities & Regulations
Who pays customs duties and taxes at destination?
For international shipments, the recipient is responsible for paying customs duties, VAT or equivalent taxes, and completing all import formalities required under the regulations of the destination country. ThePackengers handles export formalities in the country of departure. In certain cases, we can also arrange specific documentation, such as CITES permits, cultural property certificates, or export licenses, for an additional fee.
Once the goods arrive at their destination:
Customs duties and taxes remain the responsibility of the recipient
The recipient must complete any import formalities required by the local authorities
ThePackengers cannot be held responsible for delays resulting from failure to complete these formalities. Important: if the required import formalities are not completed within the applicable timeframe, the shipment may be returned to our warehouses. All resulting costs, including return transportation and storage fees, will be charged to the customer. We recommend checking the customs regulations of the destination country in advance, particularly for artworks, collectibles, and alcoholic beverages.
What should I do if my item requires a specific license or authorization, such as CITES documentation or a cultural property certificate?
You must provide us with the required documentation. In many cases, we can handle these procedures on your behalf for an additional fee. Please note that obtaining these documents may extend the shipping timeframe.
Customer Account
How do I create my customer account?
From your quote or order page, click “Send Me My Login Link.” You will receive an email allowing you to create your password. Your customer account allows you to track your orders and manage your information.
Contact
For any questions:
Contact us directly through your customer account
Email our team on the page Contact Us
Use our claims form Report a dispute in the event of damage or loss. We aim to respond as quickly as possible, usually within 2 hours during business days.
Still have questions?
If you can’t find answer to your question in our FAQ, you can always contact us. We will answer to you shortly.