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Frequently Asked Questions

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Shipping a Parcel

Booking

  • What types of service does TNT provide?

    • TNT provides a number of transport services to customers around the world. Please refer to our Services page for more information.

  • How do I book a collection? Do I need to register first?

    • For individual collections, you can book online with no registration required. For more frequent shipping, other shipping tools - such as registering for myTNT - maybe more suitable. Contact us if you need assistance choosing the right solution for your business.

  • Where can I find prices for your services?
  • How long will it take to deliver my shipment to another country once it has been collected?

    • This depends on the service requested and the pick-up and delivery locations. Please check our transit times for further details.

  • Do I need a TNT account to send a package?

    • No account is necessary. You can simply book online using one of the available online payment methods. For more frequent shipping, other shipping tools - such as ExpressShipper, ExpressManager or ExpressConnect - may be more suitable. Contact us if you need assistance choosing the right solution for your business.

  • How do I know my credit card information will be secure when sent over the Internet?
    • TNT uses HTTPS - an internet standard communication protocal, which uses Secure Socket Layer (SSL), an industry-standard encryption technology to protect your credit or debit card information as it is transmitted over the Internet.
  • What is the latest collection time for my area?

    • Most parcels booked in the morning will be collected the same day. In some remote areas parcel bookings are required the day before to ensure collection the following day. Contact us for assistance.

  • What if I don't know the destination postcode?

    • If you don't know the destination postcode, please check with the receiver or contact us. Incorrect postcodes can cause transit delays and may incur unnecessary charges.

  • How do I change or cancel a booking request?

    • To change or cancel your booking, please contact us.

Destinations

  • The online tool says my postcode is not valid. How do I make a booking?
    • TNT's online tools verify the postcode against the address entered. Please verify the postcode. If you are sure it is correct, you can input the required postcode manually. Please ensure all mandatory fields are completed accurately. Incorrect details may cause transit delays.
  • Which destinations does TNT ship to?

    • Our Transit Times provides information on all the destinations we can ship to from your location. When you book online or use our shipping tools, we will verify whether we can ship to the required destination.

  • From which countries can I import a shipment to my own country?

    • Each country listed in our Transit Times table can export and import shipments. Contact us for additional information, if required. The Express Import option in myTNT may be useful if you import shipments frequently.

  • Does TNT deliver to PO boxes?
    • No. TNT is unable to deliver to PO boxes. A full street address is required.

Restrictions

  • What are the maximum weight and size limits for a parcel?

    • Weight and size restrictions vary depending on the service and destination. Does your shipment exceed our standard limits? Feel free to contact us.

  • Why do I need to provide the weight and dimensions of my parcel?

    • Exact weight and dimensions are necessary to ensure speed of delivery. If this information is not accurate, your parcel may be delayed in transit, the difference in cost will be requested and a possible additional service fee applied before the parcel's journey can continue. View our guide to calculating volumetric weight.

  • Are there any items I cannot send through TNT? What type of goods are prohibited?

    • TNT provides a business-to-business package delivery service for business mail, documents and parcels. Certain dangerous goods and hazardous materials can be shipped under appropriate conditions. See Dangerous Goods for a lists of restricted items which we can handle for you. For more information feel free to contact us.

  • Which goods are considered dangerous or hazardous Goods?

    • See Dangerous Goods for a list of items are restricted by legislation or regulations, which can only be shipped under appropriate conditions. For more information, feel free to contact us.

Before you ship

Packing

  • How do I prepare an international shipment?

    • Please refer to the Global compliance section for more details on how to handle customs and find out more about export control. You can also visit the How to pack section for tips about how to pack your goods in the most efficient way.

  • What packaging should I use for my parcel?

    • We have a full range of TNT-branded packing materials available for purchase - from self-sealing plastic satchels to carton boxes and bottle packaging. See How to Pack for packaging options and tips. (Note: TNT accepts no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation).

  • Does TNT provide packaging?

    • Yes. TNT's packaging materials can be ordered through the Order Supplies contact form. For regular shipping or specific needs, please contact us.

Documentation

  • What documents are needed to accompany my shipment?

    • All TNT shipments must be accompanied by a consignment note and package labels. All shipments that travel outside the European Union must also be accompanied by a commercial invoice. Both documents can be generated automatically when you book online or are using our shipping tools.

  • What is a commercial invoice?

    • Shipments that travel outside the European Union must be accompanied by a commercial invoice. Some items are considered documents and may not require a commercial invoice.

  • What is a consignment note?

    • A consignment note (also known as a bill of lading or airwaybill) is the central document accompanying your TNT shipment. It provides all necessary information to ensure fast and professional handling of your shipment, such as origin and destination address, account number and other important data. A consignment note will be generated automatically when you book online or are using our shipping tools.

  • Which consignment note do I need?

    • Domestic shipments require a national consignment note (bill of lading), while international shipments require a specific international consignment note. Shipments that require special handling may use a specialized consignment note, regardless of the final destination. The appropriate consignment note will be generated automatically when you book online or are using our shipping tools.

  • Do I still need to complete a consignment note if I am booking online or using a TNT shipping tool?
  • Where can I order consignment notes and other supplies?

    • Please complete the contact form with your request and we will get in touch.

  • I don't have a printer. Can I still use the TNT service?

    • Yes. If you do not have a printer, please contact us to request that the driver brings a consignment note. However, you will still need to provide a commercial invoice for any non-EU destinations.

Conditions

  • Will my parcel be opened for inspection by TNT?
    • TNT operates an 'unknown shipper policy' for first-time customers. If you are shipping with TNT for the first time, your parcel needs to be left open for inspection by our driver to ensure the content is acceptable for transport through the TNT network. All parcels may be subject to security screening. This may include the use of x-ray, explosive trace detection and other security screening methods. Please note that any shipment may be opened by government agencies (such as customs, border security, or police) while in the care of TNT. TNT has no control over these requests.
  • What are your full Terms and Conditions of Carriage?
  • Is my consignment covered by insurance?

    • Our standard liability for any loss, damage are outlined within our Terms and Conditions. Additional insurance can also be purchased. Simply select the insurance option when booking online or let customer service know when arranging your booking.

After you ship

Tracking

  • Can you tell me when my shipment will be delivered?

    • To find out if your shipment has been delivered, who signed for it and other tracking information just type in your TNT consignment number on the Track and Trace page.

  • How can my customer rearrange a delivery of the shipment?

    • If the driver has attempted delivery to your customer and left a card, your customer should use the Re-delivery Service. If the driver has not yet attempted delivery or your customer does not have the re-delivery card, they should us contact us. Your customer's enquiry must include the consignment number, delivery address and re-delivery date. Note: Orders can only be re-delivered between Monday and Friday.

  • Can I collect my shipment from your depot?

    • Yes. If you have received a "we missed you" card from our driver, please use the Re-delivery Service to reschedule delivery or arrange to pick up your pracel from our depot.

  • How do I make a complaint?

    • Your satisfaction is of utmost importance to us. Please contact us to submit a Complaint form.

  • Can I take my parcel to a TNT Depot?

    • No. Please do not bring your parcel to a TNT depot as we are unable to accept packages in this way. If your parcel was not collected on the specified date, please contact us.

  • How can I see the status and current location of my shipment?

Billing

  • Why did I receive two invoices for the same shipment?
    • When a shipment is sent duty-paid by the sender, charges for shipping and duties are split between two invoices.
  • Where can I find the order number (consignment number) on my invoice?
    • The 9-digit order number (also called waybill or consignment number) is located on the left side of the invoice, about 3cm below the customer number.
  • How are prices calculated?

    • Prices are based on the weight, volume, service and destination of your shipment. Consignments may also attract surcharges for additional services.

  • What is the volumetric weight and how is this calculated

    • We calculate both the actual physical weight and the volumetric weight of your shipment. The higher of the two determines the price. To determine volumetric weight, first calculate the volume of your package and then multiply this figure by the relevant conversion factor. See Calculating Volumetric Weight for details.

  • What is Online Billing?

    • Online Billing has two elements: eInvoicing and ePayment. eInvoicing allows you to view and download invoices and invoice data, while ePayment lets you pay invoices, raise disputes online and view account statements. Online Billing saves you time and money and is available at no extra charge. See Online Billing for details.

Making a Claim

  • What should I do if my consignment is lost?

    • Your satisfaction is of utmost importance to us. If you believe your consingment has been lost please contact us to submit a complaint form to initiate the process to locate your items.

  • What should I do if my consignment is damaged?

    • Your satisfaction is of utmost importance. If your consignment has been damaged in transit, please contact us to assess your claim.

  • If my item is damaged, who is entitled to make a claim?
    • The claimant must be the person who booked the shipment. To support your claim, you may be required to provide proof of the damage, including the external packaging. The contents of the consignment and the original packaging should be available for inspection at the delivery address. TNT may also require proof of the value of the item(s). This information should be included with your claim.
  • What is the claims process?
    • After registering your claim, a link to an online Claims Form will be sent to you. Simply complete the online form fully with all the relevant information, detailing the consignment note number, date of despatch and all supporting material including invoices, photographs and/or brochures or literature describing your goods. Please complete all your details, providing as much information as possible. Should we be missing any relevant information, we may contact you asking for more details. Our claims team will investigate and resolve your claim as quickly as possible. Our aim is to resolve your claim within three weeks of receiving your completed claim form.
  • Within what timeframe do I have to report a lost or damaged consignment?
    • In order to allow your claim to be processed as quickly and smoothly as possible, we must receive your notification about the loss, damage or delay within X days after delivery of the shipment or within X days from the date the shipment should have been delivered. On receipt of a claim form, you must return it within X days of date of issue, fully completed and with all supporting documentation.

TNT e-solutions

Website

  • Are there any technical requirements for using TNT website?

    • We aim to make the use of our website as easy as possible. You may require Adobe® Reader® to view some of our downloads such as the TNT User Guide.

  • Which browsers are supported?
    • Our websites are optimisied for IE 8, Safari 6, Firefox 33, Chrome 37 and all latest versions. The website provides a responsive design to ensure the best user experience on any type of devices such as smartphone or tablets.
  • Do I need a plugin to visit TNT's website?
    • You will not need to download any pluggins to access TNT's websites.
  • How can i stay informed about recent offers of TNT?

    • To keep up to date you can sign up for our newsletter which informs you about the latest news and offers every month. Or visit TNT News. (Only available on specific countries).

  • What are cookies?
    • Cookies store user-related information captured on your computer and retrieved the next time you visit our site by our web server. This way we can better adapt content to suit your needs and provide you with maximum ease of use. Of course, you have the opportunity at any time to refuse the use of cookies in your browser.

Shipping Tools

  • Are TNT bookings processed 24 hours a day, 7 days a week?

    • TNT offers you the flexibility to book anytime that is convenient for you. Collections generally take place Monday to Friday between Xam and Xpm. A same-day collection service is available if you book your parcel before Xpm. If you book after Xpm, the collection will be made the next working day (excluding bank holidays). The cut-off time for your area will be confirmed when you book online or use our shipping tools, or check our Transit Times table.

  • How do I report a technical problem with the website?

    • Please contact us to report any technical problems.

  • How can I re-arrange a collection of my shipment?

    • If your shipment has not been collected, please contact us.

  • How do I arrange an import collection?

    • You will find a list of all countries you are able to import shipments from plus all available service options here. The easiest way to arange an import collection is to use our Import tool.

  • Does TNT support Verified by Visa and Mastercard Secure Code?
    • Yes. Verified by Visa and MasterCard SecureCard enhances the security of your card against unauthorised use when shopping online. Once you have created your password with your card issuer, you will be asked to enter it at the end of the checkout process.
  • What are 'INCO' terms?
    • The 'INCO' terms, or International Commercial Terms, refer to different conditions under which a shipment is sent to the receiver. They not only govern exactly when the ownership of the goods changes and under what conditions, but who will pay for duties, taxes, transportation costs, etc. They are typically expressed as a three letter acronym based on a short description, such as FOB (Free On Board) and CIF (Cost, Insurance and Freight).

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