We have selected a number of frequently asked questions (FAQs) when doing business with UBsend both as a company and as a private individual. If you have additional questions not covered in our FAQ lists below please contact our Customer Service.
PRIVATE
We combine transport and payment into one easy and safe solution. We also supply you with a variety of useful value added choices you can combine as you like.
Yes. You need to register.
It’s very easy. Log on to your account and fill in the needed information on your shipment and how you want us to handle payment, drop off and delivery.
You need an e-mail address, a phone number and a valid and accepted credit card to register and start shipping. After your registration you will receive an e-mail from us asking for confirmation.
We accept Visa and Mastercard.
No you can’t pay via a money transfer.
Payment via a money transfer does not contain the type of security we want to offer our customers.
It’s very easy. Log on to your account and fill in the needed information on your shipment and how you want us to handle payment, drop off and delivery.
When you login to UBsend press the “Forgot password” and you will receive an e-mail with a temporary password.
All your data is safe and secure with us and we uphold the data legislation. No data is provided to any third-party unless for payment or transportation purposes. Find out more about our privacy policy here
As a general rule you can ship the same as with your local post office. Check out the list of restrictions.
Among other things you are not allowed to ship the following materials with us: Hazardous materials, dangerous goods, lithium batteries, animals, cash, precious metals and stones, weapons, explosives, drugs etc. Check out the list of restrictions .
The sender is responsible for the content of the shipment and the correct description on the way-bill. Never try to send something you do not know what is. The sender will be held responsible for any illegal content. UBsend always claims the right to refuse any shipment we do not see fit to send through us.
The sender is responsible for labelling the shipment correctly. When you have confirmed your booking print out the label and attach it safely to the shipment so that the address and barcode is visible and easy to scan.
It is not possible to send to a Postbox. You always need to fill in a complete and correct delivery address including a phone number.
You will need to bring it to the parcel shop nearest you for shipping. When the shipment is handed over it is scanned as received by the transportation company or you will receive a receipt from the shop verifying their receipt of your parcel.
You will need to bring it to the parcel shop nearest you for shipping. When the shipment is handed over it is scanned as received by the transportation company or you will receive a receipt from the shop verifying their receipt of your parcel.
Yes. In general each package may weigh up to 20 kg with no side larger than 120 cm. You may ship more than 20 kg in total per shipment as long as no package weighs more than 20 kg.
When you make an order, the price will be visible throughout the process. The price is determined by the different choices you make. You will only be charged when you confirm the actual booking.
There may be several reasons for this. The most common is that your shipment is charged by the volume and not by the actual weight. As a receiver you may also be subject to customs duties and VAT determined by the local (Customs) authorities.
Shipments within EU are not subject to any customs duties or additional VAT. If you ship to and from EU or to and from countries outside EU your shipment may be subject to customs duties or VAT. It all depends on the value of your shipment and the customs and governmental regulations in the different countries. We advise you to check the regulations within the countries before shipping.
When you ship what is not considered to be only documents outside EU and or to and from EU you will need to enclose a customs invoice/pro forma invoice. The invoice must clearly state the specified content of the shipment and the value. Please note that you can’t insure the content of the shipment for more than is noted on the customs invoice.
Shipments within EU are not subject to any customs duties or additional VAT. If you ship to and from EU or to and from countries outside EU your shipment may be subject to customs duties or VAT. It all depends on the value of your shipment and the customs and governmental regulations in the different countries. We advise you to check the regulations within the countries before shipping.
First of all you should contact the receiver and ask if the shipment has been delivered. Sometimes the tracking system does not contain all up to date information as a scanner may need to upload again. If the shipment hasn’t been received and the scheduled delivery date is exceeded you are welcome to contact our Customer service for further information and assistance.
The shipment is automatically insured with an amount up to 3.500DKK. Be reminded that there is no insurance for any late delivery and the consequences hereof.
If our Customer Service is closed you are very welcome to send an e-mail and CS will respond to your request as soon as possible during opening hours.
If you have the label on your screen but you can’t print it you should run a check on the connection with your printer. Check the printer settings on your computer and make sure that the right printer is chosen. Also remember to check that the printer is turned on and that the machine has ink and paper. If you are still unable to print you should contact the hotline helpdesk associated with the printer brand.
If you have already received the label on your screen for print out it is no longer possible to cancel the order and have a refund.
After having received the label on your screen it is no longer possible to retract the label from the systems of our suppliers. Hopefully this will be possible at a later stage but at this point it is not.
BUSINESS
Because we offer a combination where we pick the best there is from many different transport companies all at an attractive price. This means that you can use your full buying power even if you want to use multiple suppliers for your transportation needs. Whether you are a small newly opened web shop or an already established company your customers will benefit from our service.
You need to set up an agreement with UBsend. Contact our Customer service who will assist you.
No. We welcome any number of shipments from our customers.
Yes. An UBsend sales representative will visit you on site and go through any questions you may have.
UBnow is our extra fast delivery service within a specified range of postal codes. We offer to pick-up and deliver shipments up to 10 kg in 99 minutes.
Due to the limited delivery time frame and sudden traffic incidents that may occur in the Copenhagen area we do not offer a delivery guarantee. If minor delay occurs you will be informed of this.
Yes. If your shipment is not delivered within 99 min. the service is free of charge. All we need to reimburse you is a mail sent to claims@ubsend.com claiming the service for free. The “Money back” guarantee does not apply when the reason for delay is Force Majeure.
Pick-up and delivery of UBnow is only within a certain time frame and specified postal codes. When UBnow is not an option you can always choose another service.
No. There are restrictions when you ship with us. These are the same restrictions that apply when using different transporters.
You will be charged for a volume shipment if the volume weight exceeds the actual weight of the shipment. The way it is calculated differs from transporter to transporter however as a general rule you can follow the example below.
The shipment weighs 10 kg and the dimensions are 40 cm x 40 cm x 40 cm.
When you calculate the volume as per below you will find that the volume weight of the shipment is 12,80 kg and therefore you will be charged for 3 kg more than the actual weight. So remember that “transporting air in a box” can have an additional cost.
Our set-up is worldwide and you can do business with anyone around the globe. It is really your choice where you want to do business and sell your products. Going from local to global couldn’t be easier.
We supply you with one unique API where the payment and transportation solutions are integrated. We work only with the best suppliers within transportation and payment.
UBsend operates with two different fuel surcharges, one for domestic shipments and one for international shipments. The fuel surcharge index is regulated the first in every month. The surcharge will be added to the transportation cost for the shipment.
The sender is responsible for the content of the shipment and the correct description on the way-bill. Never try to send something you do not know what is. The sender will be held responsible for any illegal content. UBsend always claims the right to refuse any shipment we do not see fit to send through us.
The sender is responsible for labelling the shipment correctly. When you have confirmed your booking print out the label and attach it safely to the shipment so that the address and barcode is visible and easy to scan.
