Frequently asked questions

Simply fill in our quote request form. Based on it, we will prepare a personalised quote in an Excel file — you can adjust the assumptions yourself, e.g. the number of orders — together with a summary email. Our general rates are in the price list. If your assumptions change, just fill in the form again.

The key figures are: number of orders per month, the share of single-item and multi-item orders, the average parcel volume in litres, the average number of items per order, and any additional services you need.

No. The quote request form is required if you would like to receive a quote.

Full logistics service: unloading and goods receipt, storage, order picking and packing, handover to the courier and returns handling. Courier shipping is charged separately.

Yes — all prices and terms are negotiable. For larger volumes (usually from about 1,000 parcels per month) or long-term cooperation, we agree a discount individually.

Usually up to 24 hours after we receive a completed form, and no later than 1–2 business days. For complex projects, we may ask for more information or a short call.

No minimums: we do not require a minimum number of orders, a minimum invoice, set-up fees or a subscription — you pay only for the services actually performed. We work both with brands shipping 10–30 parcels a month and with shops handling thousands of orders.

Transparent pricing: our price list is public and is attached to the contract. Throughout the month you can see every service performed and its cost in a spreadsheet, and the invoice is created from exactly that spreadsheet — no hidden fees and no seasonal surcharges.

Yes — by phone, WhatsApp, Google Meet, Zoom or Microsoft Teams. A call usually takes 15–30 minutes, Monday to Friday, 9:00–15:00 (Polish time); for clients in other time zones, we will find a suitable slot. Contact: +48 791 521 115, kontakt@fulfillment-polska.pl.

Yes — we provide full service in English (calls, emails, WhatsApp). Our rates are available in PLN and EUR.

Yes — one-off campaigns (sample mailings, Kickstarter-style crowdfunding rewards, one-time distribution) are quoted individually, ideally based on the quote request form. Recurring campaigns get better terms.

1. You fill in the quote request form and receive a quote.
2. Once you accept it, we send you a draft contract to review.
3. You fill in the contract details form and we prepare the contract.
4. You sign the contract — electronically or by hand.
5. We share a Google Drive folder with the contract and instructions, and you create a staff account with limited access for us in your sales system.
6. You ship your goods to our warehouse in Olsztyn; we register them in stock within 2 days.
7. We ship the first 5–10 test parcels and start full service.

The whole process usually takes 1–3 weeks.

Our company grows together with our clients. We can adapt to any number of orders shipped.

Goods receipt (unloading, quantity and quality check, stock registration, putaway) is a one-off fee per 1 m³ of goods delivered, with no minimum charge. For a typical master carton it costs just a few cents. The current rate is in the price list.

You pay for the space actually occupied, in m³ — not per number of products. We calculate the fee daily based on actual stock, so as your goods sell, the fee goes down. There is no minimum storage fee. The rate is in the price list.

The price depends on the volume of the outgoing parcel (tiers: up to 1, 3, 15, 25 and 55 litres), not on the volume of the product itself. Each additional item in an order adds a small fixed amount. The price includes picking from the shelf, order picking and packing, and the courier label; packaging, fillers and additional protection are charged separately according to the price list.

Length × width × height in centimetres, divided by 1,000. Example: a 25 × 25 × 25 cm box is 15.6 litres, so it falls into the "up to 25 l" tier.

They are not discounts but assumptions for the monthly forecast, based on our experience. Goods start selling as soon as they arrive and we charge storage daily on actual stock — so on average over a month they occupy about 60% of the delivery. Each month, about 40% of stock is usually replenished, which gives the unloading forecast.

No. We do not charge set-up fees, subscriptions, administrative fees or deposits, and we do not require a minimum number of orders. You pay only for services performed, according to the price list, which is attached to the contract. The only cost outside the service price list is courier shipping.

No. The same rates apply all year round, and we expand our team during peak season. Please let us know about larger promotions in advance. Fuel or seasonal surcharges may, however, be added by the carriers themselves.

All prices are net; 23% VAT is added to the invoice. EU businesses with a valid EU VAT number can use the reverse charge mechanism (0% VAT) — we verify each case. For businesses outside the EU, we invoice our services without Polish VAT. Rates are given in PLN and EUR; EUR amounts are converted at the National Bank of Poland (NBP) average rate on the date of the quote.

We issue one invoice per month, at the end of the month. It is based on a Google Drive spreadsheet where, throughout the month, you can see every delivery, shipment, return and additional service with its cost. The standard payment term is 7 days, by bank transfer (negotiable up to 14 days). We do not require prepayments or deposits.

In the price list you will find, among others: labelling products, adding flyers, samples and inserts, manual creation of shipping labels, customs documents for shipments outside the EU, disposal, contacting your customer about a shipment, and kitting. Automatically generated shipping labels and stocktaking are free of charge. Services not on the price list are quoted individually: you describe the steps, we measure the time needed and give you a price.

Yes, for an extra fee — we keep records of batches and expiry dates, apply barcode labels and assign serial numbers to orders. For a new process, you describe the steps and we measure the time and confirm the price.

You have three options:

1. Our courier contracts — we ship from our account according to our courier price list and add the shipping costs to the monthly invoice.
2. Your courier aggregator — we log in to your panel, print the labels and hand the parcels over to the couriers.
3. Your own contract with a courier.

You can check the price of a specific shipment in the calculator on the price list page.

With all the popular ones in Poland: InPost (parcel lockers and courier), DPD, DHL, UPS, FedEx, GLS, Poczta Polska, Orlen Paczka and Allegro Delivery / Allegro One. Couriers collect parcels from our warehouse every day. Your own courier can also collect parcels — we agree the times individually.

14:00. Orders placed by then are picked, packed and handed over to the courier on the same business day; later orders ship on the next business day. For some carriers the cut-off is earlier: DPD and Orlen Paczka — 13:00.

Poland — next business day. European Union — 1–2 days. Outside the European Union — depends on the courier selected.

Yes — to European Union countries; the rates are in the price list. Shipments outside the European Union are quoted individually.

Yes.

Yes, but only with your own courier contract or your aggregator with a COD option. The courier transfers COD payments directly to your account. COD is not available when shipping with our courier contracts.

No — we advise against it, because if a parcel is lost, nothing can be proven. The cheapest sensible tracked option is an InPost parcel locker.

Yes, through partners who deliver parcels to all European Union countries. It only pays off at several dozen parcels a day. We calculate cost-effectiveness individually.

Yes — we prepare the goods for collection by your carrier. Personal collection from the warehouse is also possible by appointment.

Yes. For a quote, we need the dimensions and weight of the packaging and the pickup and delivery addresses.

It is possible, but requires individual agreement on scope and pricing.

In Olsztyn, Poland, at ul. Stanisława Murzynowskiego 18. It is our only location, which makes no difference for e-commerce parcels: couriers deliver from Olsztyn across Poland on the next business day, and all popular carriers collect from us every day.

Yes — you are welcome by appointment, ideally between 10:00 and 15:00. We can also give you a remote tour via video call: goods receipt, shelving, packing and dispatch.

The warehouse is heated and dry, at room temperature (about 15–25°C). It is approved by the Polish Sanitary Inspectorate (Sanepid) for dietary supplements and dry food. We have no cold or frozen storage: goods requiring 2–8°C can only be kept in a refrigerator supplied by you and placed in our warehouse (electricity and storage are quoted individually). We do not accept frozen goods or fresh food.

Yes — we hold third-party liability insurance covering storage and packing. The rules and limits of our liability are set out in the contract. For higher-value goods, you can request a higher limit before delivery, for an additional fee.

The warehouse is scalable — we serve clients occupying from a few to several dozen m³ and shipping up to 5,000–8,000 parcels a month, and we expand our team in peak season. If you plan to keep more than 100 m³ of stock permanently, please talk to us in advance.

Yes. Requirements: Euro pallets, goods not overhanging the pallet, stretch-wrapped, labelled with your company name, maximum height 1.80 m.

Yes — including 20' and 40' containers with floor-loaded goods. The container must be customs-cleared before delivery (clearance is handled by your customs agent). Please notify us of the delivery in advance, with a product list and number of cartons.

Standard rates apply to parcels up to 55 litres and 30 kg. We also handle larger parcels at a separate rate from the price list — just tick "oversize above 55 litres" in the quote request form. We do not handle very large and heavy items (bicycles, mattresses, household appliances, 40–60 kg boxes).

No — we specialise in packing and shipping e-commerce parcels, so we do not offer storage only, or pallet storage for later collection as whole pallets.

Yes. We can label ready-made cartons and ship them straight away, and combine parcels from different senders (e.g. orders from Vinted, Shein or Temu) into one shipment. Pricing is individual.

No. Packaging, fillers and additional protection are in the price list. If an item is not on the price list, we quote it individually. The packing price includes the courier label.

Yes — we use your branded boxes, mailer bags, tape, stickers or fillers according to your packing instructions, with no extra charge for using them. The space they take up in the warehouse is charged as storage.

Yes. The rate is in the price list.

Yes — labels with batch numbers, expiry dates, EAN codes, Amazon FNSKU codes or translations into other languages. The rate is in the price list.

We pack fragile products according to the client's instructions. We are not liable for damage to fragile products packed according to the client's instructions.

Yes — on request we use paper filler, paper tape and cardboard boxes.

Yes — we assemble ready kits from components you supply, according to your instructions. The price depends on the number of components and complexity. We also do simple assembly and repacking.

Yes — the warehouse is approved by the Polish Sanitary Inspectorate (Sanepid) for dietary supplements and dry food (coffee, tea, bars, snacks). We dispatch goods on a "first expired, first out" basis (FEFO) and keep records of batches and expiry dates.

Yes. It is one of our most common industries. Our warehouse is heated, at room temperature: 15–25°C.

Yes — we usually pack in mailer bags and handle frequent size returns. For clothing we also offer return inspection with steaming and ironing.

Yes — small consumer electronics (phones, tablets, cables, chargers, power banks, gadgets), including high-value items. We do not handle large household appliances.

Yes, including niche perfumes and home fragrances. We do not accept alcoholic beverages.

Pet supplements and accessories — yes. Pet food and treats — only after our warehouse is registered as a feed business operator, which we do not have today; we can obtain it once a quote is accepted. We are not registered in the TRACES system for veterinary goods.

Yes.

Yes — e.g. books, vinyl records, spare parts, shoes, corporate gadgets and art boxes. If in doubt, please email us — we assess each product individually.

Not as standard, but for larger volumes and long-term cooperation we are open to a certification audit.

Yes — your company can appear as the sender on all labels and documents. We can also handle shipments to wholesalers and to individual customers at the same time.

We do not accept: frozen goods and fresh food, alcoholic beverages, chemicals (solvents, biocides, pool chemicals, loose lithium batteries), large batteries and energy storage units, bulky items (bicycles, mattresses, household appliances), goods in big bags, or goods requiring a licence (weapons, prescription medicines). Other dangerous goods are assessed individually.

We are not a transport or freight forwarding company, we do not carry out customs clearance and we do not act as Importer of Record. We do not accept payments from your customers, issue invoices to them on your behalf or provide accounting. We do not source suppliers, we do not provide tax advice, and we are not a GPSR representative or a PPWR representative (packaging waste obligations).

We do not have our own software — we always work in your system. We support, among others, Shopify, WooCommerce, PrestaShop, Magento, IdoSell, Shoper, Allegro, Amazon, BaseLinker (base.com) and Apilo. We can log in to your order management software or directly to your shop, as a staff member with limited access. Connecting your shop to your sales channels is set up on your side.

No. A staff account with limited permissions is enough: orders, statuses and labels. We do not need access to products, settings or finances, and you can revoke our access with one click.

Your Google Drive folder contains a spreadsheet with stock levels and a list of services performed, updated daily and available 24/7. You can see orders and their statuses in your own sales system.

You give us order-operator access to your account. We then see orders from all your sales channels in one place, and labels are generated automatically.

The list of our services and your stock levels are in the Google Drive spreadsheet — the invoice is based on it. Your sales data stays in your sales system, from which you can export it.

No. EU businesses with a valid EU VAT number settle with us under the reverse charge mechanism, without a Polish NIP. EU VAT registration is not a condition for starting cooperation, but we recommend consulting a tax advisor.

No. Customs clearance must be done in your company's name, because you are responsible for the contents of the shipment and the documents. We also do not share our EU VAT number.

The simplest option is DDP delivery terms: the supplier handles clearance and duties, and the goods reach us customs-cleared. You can also use a customs agency. We do not carry out customs clearance or pay duties on behalf of clients.

Manual completion of customs documents for a shipment outside the EU is a service on the price list. We only handle standard B2C shipments up to 30 kg.

GPSR is the EU General Product Safety Regulation — Regulation (EU) 2023/988, full text on EUR-Lex. It requires non-food products sold in the EU to have a responsible person with an address in the EU. We are not a GPSR representative, and our warehouse address does not meet this requirement. You need your own address in the EU or a company that represents you. We do not sign a contract without such a person or company being named.

We sign the contract only once a GPSR responsible person in the EU has been named. We accept goods after the contract has been signed by both parties. Registration numbers issued by the authorities that the PPWR designates in each country as responsible for packaging waste management do not block signing the contract, but must be provided by 1 January 2027. EU VAT registration is not a condition for starting cooperation.

Yes. Since 12 August 2026, the EU Packaging and Packaging Waste Regulation (EU) 2025/40 applies: every seller shipping goods in packaging must be registered in the packaging waste system separately in each country they ship to (in Poland, this is the BDO number). You handle the registration yourself. We enter the numbers in the contract (they must be provided by 1 January 2027), and the contract details form asks for them — see the contract details form. Businesses outside the EU additionally need a representative in the EU.

After you accept the quote, we send you a draft contract to review (PDF, in Polish and English). It covers, among others, the scope of services, the price list as an annex, payment terms, shipping cut-off times, complaints, confidentiality, GDPR, termination, a GPSR annex and a PPWR annex (packaging waste). We discuss any comments on the draft, and when everything is agreed, we ask you to fill in the contract details form.

The contract can be signed electronically or by hand. For a handwritten signature, please print the contract, sign it with a pen (legible first name and surname on every page), scan it and send it to us together with an identity document bearing the same signature. The contract must be signed by the person authorised to represent the company, as listed in the company's registration documents and in the official business register. You can verify our electronic signature at podpis.gov.pl.

You enter them in the contract details form: full company name, address, tax ID or VAT number, company registration number (for companies), details of the authorised representative and contact details. Businesses outside the EU also provide the address of their GPSR responsible person in the EU. If your details change, just fill in the form again.

The contract is for an indefinite period, with a 30-day notice period for both parties. There is no formal trial period, but thanks to the short notice period and no minimums, you can start with a small volume without commitment.

Yes — the contract includes confidentiality and GDPR clauses; on request we also sign a separate NDA. We are liable for packing errors caused by us within the limits set out in the contract.

• Cut-off time: orders placed by 14:00 ship the same day.
• Deliveries are registered in stock within 2 days.
• We reply to messages within 24 hours on business days.
• Complaints are processed within 7 days.

We provide the delivery address and details after the contract has been signed by both parties. Before shipping, please send us a product list with quantities and SKU codes, tracking numbers and the approximate delivery date. Each carton should have a label with the product name, EAN or SKU code and the number of units — product photos are welcome. After receipt, we check the quantity and condition of the goods and confirm it with a receipt report.

By email: kontakt@fulfillment-polska.pl; by phone and WhatsApp: +48 791 521 115, Monday to Friday, 9:00–15:00 (Polish time). Every client has a dedicated account manager.

No — it is enough that each product can be clearly identified (EAN, SKU or another code), and the code can be on a hang tag or bag. Products sold individually must have a label on each unit; a set sold as a whole can have a single label. We can label products that have no labels — the rate is in the price list.

We check when the order came in, when the label was created and when the courier collected the parcel, and then inform you of the cause and the actions taken. If the error is on our side, we re-ship at our cost.

The warehouse operates Monday to Friday, 8:00–15:00. It is closed at weekends and on public holidays.

Yes, according to the client's instructions.

Returns come to our warehouse. We check the condition of the product, put it back into stock if it is as new, and update the status in your system. A return is ready for resale within 1–3 business days. Return handling rates are in the price list.

We photograph the damage, upload the photos to your Google Drive folder and wait for your decision: disposal, return to you, repair or sale as outlet stock.

The claim is filed by the holder of the courier contract, and we provide proof of dispatch, the tracking number and photos. Handling such a claim on your behalf is quoted individually. For expensive goods, it is worth buying additional shipment insurance from the courier.

Yes. An exchange is a return plus a new shipment, according to the price list.

If an order was shipped incorrectly through our fault, we cover the cost of the product, the shipping and the incorrect packing, as well as the cost of the new product — within the limits set out in the contract.

By email at kontakt@fulfillment-polska.pl or by phone: +48 791 521 115. We resolve most issues within 24 hours, and formal complaints are processed within 7 days.

Orders placed by 14:00 ship the same day. After hours and at weekends the warehouse is closed — 7-day service is only possible under an individual agreement.

Yes. Pricing is individual, and we need to know what is inside the parcels.

Yes. Return shipping rates are in the courier price list.