DPD shipping conditions (Austria)

Purpose: This guide provides a comprehensive overview of the shipping conditions for the commercial carrier DPD in Austria.

Shipping Methods (National & International)

Special conditions

• Undeliverable parcel: If delivery cannot be completed, the parcel will be returned to the sender. Please note that this may incur additional charges, which are non-refundable.
• Avg. Transit Time: Delivery times may vary depending on volume and season (e.g., Black Friday, Christmas). For more information in this regard, please refer to DPD's article: Help with international shipping.
  • Within Austria: Fast standard delivery, usually within 24 hours.
  • Throughout Europe: 1-4 business days.
  • Worldwide: 3-10 business days.
• DPD Predict: Find more information about Predict on DPD website.
  • With Predict parcels, only one delivery attempt is made. After that, the parcel is automatically redirected to a parcel store.
  • DPD Predict is automatically selected as soon as an e-mail and telephone number of the recipient is provided. Manual selection is not possible.

Home Delivery

Service point delivery

Return Shipping Methods (National & International)

Export documentation

Required Documents

Applicable for international shipments (outside European Union and special territories).
More information is available in our Help Center articles: How to ship internationally with Sendcloud.

• Commercial Invoice
  • Print 5 copies
    • To automatically download your pre-filled customs documents when you create a label, in the Sendcloud panel go to Shipping > Printing options > Customs documents > Check the option Print customs documents with labels. Select the printer, the format and the number of copies.
    • To download your pre-filled customs documents after label creation, go to Created orders in Sendcloud > Click the eye icon > Actions > Download Customs Declaration.

  • Paperless Trade (UK Shipments):

    • When shipping to the United Kingdom, the carrier utilizes the Paperless Trade system. This feature ensures customs documentation is automatically sent digitally to the carrier and associated with your parcel. More information is available in our Help Center articles: Send your customs documents digitally via Paperless Trade

• Sales Invoice
  • Print 5 copies
    • Download it from your webshop.
• Packing Slip (optional): How can I download picking lists and packing slips?
  • Print 5 copies
  • To download your packing slip, in the Sendcloud panel, go to Shipping > Created labels > Select the order/s by checking the box next to them > Click the arrow next to "Cancel" to open a drop-down menu and select Packing slip > Click Print.

Place all 15 documents (5 CN23/Commercial Invoice  + 5 purchase invoices + 5 packing slip) inside a transparent envelope and attach it securely to the outside of the parcel.

VAT & EORI

• VAT and EORI number of the sender are mandatory for shipments outside the EU.
  • Learn more about your EORI and VAT number in our Help Center article: International shipping: VAT & EORI numbers.

HS Codes

• The Harmonized System code used to classify the type of product.

Use our practical guide and HS Code finder tool to correctly classify your items. Or check the European Commission official website.

Pick-ups

General features

• Always keep your proof of handover until all your parcels are successfully delivered. You can do this by asking the driver to sign your pickup report. This document is essential if you ever need to file a claim. You can find more information on how to create one in our Help Center article: How to create a pickup report.
• Please note that pickup times are subject to local office availability and may be affected during peak seasons or force majeure events.
• To request a pickup, you first need to have a DPD AT customer number. To get this number, follow these instructions:
  • Reach out to our Support Team or in your Sendcloud panel go to Shipping > Carriers > Carrier selection > Find DPD AT > Click Request Sendcloud rates.
  •  In case you request rates via the panel, you will have to complete a form that will be shared with the carrier directly.
  • In any case, we will take care of the request directly with DPD AT and will come back to you once it is ready. Once you receive the confirmation, you will be able to start shipping with this carrier with our rates.

Incidental Pick-up

For the carrier to pick up your parcels on an as-needed basis, you'll need to schedule a one time collection after you've created your shipping labels.

Scheduling process

• All Subscription Users: After you have received your customer number, you can request an incidental pickup as followed:
  • Call DPD Austria at 05037399
  • Fill in your customer number and confirm with #
  • Confirm your amount of parcels with #

Conditions

• Minimum Shipments: 1 parcel per pick-up
• Pickup Days & Times:
  • Monday to Friday - from 9:00 - 17:00h
• Request Timing: You must request your pickup:
  • 1 business day in advance during low season.
  • 2 business days in advance during high season.
• No Parcels for Pickup? If you don't have parcels to be picked up, please contact the local office to notify them. Failed pickups due to parcels not being prepared on time or being absent may result in a surcharge.

Pricing

• All Subscription Users:
  • Single package pick-ups are €3.20
  • Two package pick-ups are €4.70

Recurring Pick-up

For the carrier to pick up your parcels from a specified location on a consistent basis (e.g., daily, weekly), you can pre-schedule regular collections.

Scheduling process

• All Subscription Users: If you would like to schedule recurring pickups for your shipments, please contact our Customer Support Team.

Conditions

• Minimum Shipments: 40 parcels per month
• Pickup Days & Times:
  • Monday to Friday - from 9 AM to 5 PM
• Request Timing: You must request your pickup:
  • 1 business days in advance during low season (Feb-Oct).
  • 2 business days in advance during high season (Nov-Jan).
• No Parcels for Pickup? If you don't have parcels to be picked up, please contact the local office to notify them. Failed pickups due to parcels not being prepared on time or being absent may result in a surcharge.

Pricing

• All Subscription Users: €15.20.
  • Please note: If there are two different pickup addresses saved in a Sendcloud account, DPD AT will charge a €15.20 fee for each address.

Here are some examples to help clarify:

• You ship more than 39 packages a month but give the driver only 1 package. The service fee won’t apply, but the single pickup fee will. You’ll be charged €3.20.
• You ship fewer than 39 packages a month but give the driver 3 packages for pickup. The service fee applies, but the single pickup fee won’t. You’ll be charged €15.20.
• You ship fewer than 39 packages a month and give the driver only 1 package for pickup. Both the service fee and the single pickup fee apply. You’ll be charged €15.20 + €3.20.
• You ship fewer than 39 packages a month and give the driver only 2 packages for pickup. Both the service fee and the single pickup fee apply. You’ll be charged €15.20 + €4.70.

Drop-offs

The drop-off service at a parcel shop is not available with DPD Austria. Therefore, a pick-up is required. Please refer to the pick-up section for more information.

Claims Process

When you ship using Sendcloud’s rates, Sendcloud acts as the intermediary between you and the carrier. If any issues occur with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more details, see our article: How do I start an investigation or file a claim for my parcel?

This process ensures all necessary documents are collected, creating a complete claim file that the carrier can process as quickly as possible.

Claim deadlines & Required documentation

Compensation policy

National & International claims

Special conditions

For more information in this regard, please refer to Sendcloud’s article: Packaging tips and guidelines (DPD Insurance).

Resolution time (estimated)

Once the claim is submitted to the carrier, we typically receive a response within 7 days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

More information is available in our Help Center article: How do I start an investigation or file a claim for my parcel?

Surcharges

The carrier will apply surcharges to your invoice if a parcel you ship does not meet the criteria laid out in their shipping conditions. We have created the following article so you can take all necessary action to avoid having to pay unwanted surcharge fees on your invoice: DPD Surcharges (Austria).

Package Content Restrictions

Prohibited items

DPD does not accept certain items for shipment. If you ship these items, they cannot be covered by the carrier's insurance and will be excluded from any compensation. Please note that this list is not exhaustive.

• Valuables & Monetary Items: Money, coins, precious metals, real jewelry, gemstones, real pearls, antiques, works of art, documents (including stamps, securities, bills of exchange), and other monetary assets (e.g., credit/bank cards).
• High-Value Items: Gift certificates, vouchers, admission tickets, furs, carpets, clocks, other decorative items, and leather goods with a value exceeding €520 per parcel or per item.
• Dangerous & Prohibited Goods: Firearms and parts thereof (as defined by the Austrian Firearms Act), explosives, hazardous goods, tobacco products, and any items whose import, export, or transport is forbidden by law or international conventions.
• Biological & Perishable Items: Live or dead animals, human or animal remains, body parts or organs, medical or biological samples, and perishable or decaying goods.
• Special Conditions: Shipments that include an obligation to collect freight, value, or goods upon delivery (e.g., Cash on Delivery) are not accepted.
• Other: Goods which are radiation-sensitive and could be damaged by screening (e.g., x-rays).

Please be aware that certain goods and substances are prohibited from being sent abroad due to international regulations. Adhering to these rules is crucial to prevent customs from seizing or destroying your shipment.

For more information in this regard, please refer to DPD’s conditions: DPD Service Conditions.

Label Validity, Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps in managing your shipments efficiently, avoid unexpected costs, and keeping your shipping process hassle-free.

Label validity

Make sure you use the label to ship your package before it expires:

• InPost labels are valid for 30 days after creation.

Label update

• Address change:
  • Parcel not yet shipped: you can easily correct the address by cancelling the original label and creating a new one. Using the "Duplicate" feature can simplify this process.
    • Steps to Cancel a Shipment or Label:
      1. Go to the Created Labels overview and select the shipment(s) you wish to cancel.
      2. In the dropdown menu (next to "Print label"), click "Cancel."
      3. Confirm the cancellation. The label will automatically move to the "Cancelled" tab.
    • Steps to Duplicate a Label (for creating a new one with corrections):
      1. Edit the original label in your panel by clicking on the eye icon next to it.
      2. Select the "Edit new label" option from the dropdown menu of the "Actions" button.
      3. Modify the data you need to change (e.g., the address).
      4. Confirm the label creation.
      5. You will find the new label in the "Created Labels" tab.
  • Parcel Has Already Been Shipped: you will need to contact our Customer Service department directly. They will be able to assist you with the process for an address correction in transit.

Cancellation deadline

If you don't use a label, it's essential to cancel it to avoid being charged.

• If you cancel the label before 23:59 on the day of creation, you will not be charged.
• If you cancel it within 42 days of its creation, the costs for this shipment will be corrected on your next invoice.
• After 42 days, it will no longer be possible to cancel or request a refund for the label.

For more details, you can consult the following article: How to cancel my shipment?

Direct Contract Shipping

You can easily integrate your direct contract with DPD into your Sendcloud account. Our DPD contract activation (Austria) guide explains how to connect your contract, allowing you to ship under your own terms and conditions.

When you choose to ship with DPD, you are agreeing to their General Transport Conditions. For complete details, please find the link below:

General Transport Conditions