FAQ
We ship to over 160 countries worldwide:
Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bolivia, Bosnia & Herzegovina, Botswana, Brazil, British Virgin Islands, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Costa Rica, Croatia, Curacao, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Ethiopia, Faroe Islands, Finland, France, French Guiana, Gambia, Georgia, Germany, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Jordan, Kazakhstan, Kenya, Kosovo, Kuwait, Laos, Latvia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Malta, Marshall Islands, Martinique, Mayotte, Mexico, Micronesia - Federated States of, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Northern Mariana Islands, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Reunion, Romania, Rwanda, Samoa, San Marino, Saudi Arabia, Senegal, Seychelles, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, St. Kitts and Nevis, St. Maarten, St. Vincent and the Grenadines, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, U.S. Virgin Islands, Uganda, Ukraine, United Arab Emirates, United Kingdom, Uruguay, Uzbekistan, Vatican City, Vietnam, Zambia, Zimbabwe.
Currently, we do not send parcels from anywhere in Europe to the USA. However, we are working on expanding our services and hope to add this option in the near future.
The final cost of shipping depends on the region and city in the USA from which the parcel is sent, as well as the weight and dimensions of the package. To get the most accurate shipping cost, please contact one of our locations or check out our shipping rate calculator for our online shipping rates.
To find a location near you, click HERE. To go to our calculator click HERE.
Yes, the shipping cost includes delivery to the recipient’s address unless stated otherwise at the time of sending.
For volume/nonstandard parcels, a sticker labeled "CUSTOM - TO BE PICKED UP BY RECIPIENT" will be attached, and the recipient must collect the parcel from our warehouse in Częstochowa, Poland.
Parcels weighing up to 60 lbs are delivered to the recipient’s door. If a parcel exceeds 60 lbs, our delivery team reserves the right to leave it at the stairway of an apartment building or at the gate of the recipient’s house.
Yes, additional costs may apply. These are not shipping fees but rather charges related to customs duties, which may be imposed by a customs officer if necessary.
Additionally, volume/nonstandard parcels that require recipient pickup from our warehouse in Częstochowa may incur extra unloading/loading fees. These fees must be covered by the recipient or the authorized person at the time of pickup.
The delivery time for parcels sent by sea is 4-6 weeks. The time is calculated from the date stamped when the parcel arrives at our warehouse in NJ.
Please note that Christmas and Easter seasons are the busiest time and the delivery times may be greater than predicted due to the higher volume of container ships at that time.
The delivery time may be extended if the shipment is stopped by Customs or for other reasons beyond our control.
Yes. Polonez America offers two sizes of shipping containers for rent: 20 feet and 40 feet.
You can choose to rent an entire container or partial. Click HERE for more information about these options.
Yes! We offer shipping services for various vehicles, including cars, boats, quads, trailers, snowmobiles, jet skis, and motorbikes to Czestochowa and Gdynia, Poland. Vehicles can be shipped from our headquarters in Port Reading, NJ. For an additional charge we can also arrange pickup directly from the sender’s location in the US. All vehicle shipments can be collected from our warehouses in Częstochowa & Gdynia. Vehicles can be also delivered to the destination address in Poland. Additional delivery fee applies.
Click HERE for more information on vehicle shipping and charges, or call our Port Reading, NJ headquarters at 908-862-1700
Air freight includes (2) different types of freight: regular and express. The delivery time for regular air freight is 1-2 weeks, and express air freight is 5-8 business days. The time is calculated from the date stamped when the parcel arrives at our warehouse in NJ.
Please note that Christmas and Easter seasons are the busiest time and the delivery times may be greater than predicted due to the higher volume of cargo planes at that time.
The delivery time may be extended if the shipment is stopped by Customs or for other reasons beyond our control.
If you are unable to find a location in your area or if the nearest one is too far, you can send your parcel to our headquarters in Port Reading, NJ via UPS (United Parcel Service). We will then forward your parcel to the address you provided.
Take advantage of our great promotions and prices by sending your parcel to our headquarters using FedEx or UPS services. FedEx or UPS can pick up your package directly from your home, or you can drop it off at the nearest FedEx or UPS location.
Click HERE for more information on how the process works and the steps to follow.
When sending your parcel, you always pay for delivery to the recipient’s address. In this case, you do not need to pick up your parcel, as it will be delivered to the address you provided. However, if you specified otherwise and wish to pick up your parcel yourself, you can do so at our warehouse in Poland.
Karex, our division in Poland, is located in Częstochowa. Please see the full address below:
Karex
Ul. Młodości 67
42-215 Częstochowa
Phone: +48 34 365 9115
Email: info@karex.info.pl
Hours of operation: Monday to Friday, 8 AM - 4 PM (Eastern European Time)
Please make sure to call Karex in advance to schedule your pickup date and time.
Yes, we are using FedEx or UPS service that makes it possible to pick up a package directly from the sender. To use this service, please add your parcel through our website.
You can learn more about it HERE.
To our knowledge, most of our representatives do not have a dedicated packing area in their offices. However, we recommend calling your local Authorized Shipping Outlet to check if this option is available.
Yes, most of our locations offer four different box sizes:
- Large: 20” x 17” x 21”
- Medium: 20” x 14” x 17”
- Standard: 20” x 14” x 14”
- Small: 20” x 14” x 8”
To find a location near you, click HERE and enter your zip code.
Unfortunately, no. The prices listed on our website apply only for senders who do not have a location nearby or who use online shipping, shipping their parcels to us through USPS, UPS, or FedEx.
Properly preparing your parcel is essential to ensure prompt delivery. Please follow these steps:
a) Always use a rigid box. If there is any empty space between the contents and the parcel walls, fill it with paper, bubble wrap, or polystyrene to prevent movement and provide sufficient protection.
b) Use strong tape to securely close your parcel. Ensure the corners are taped to enhance the safety and security of your shipment.
c) On one surface of the box, in the upper left corner, write the sender’s full name, address, and phone number.
d) In the center of the same side, write the recipient’s full name, address, and phone number in capital letters.
Your parcel is now ready for shipment. Bring it to the nearest location. To find a location near you, click HERE.
Ensuring your parcel is properly prepared is key to a smooth and timely delivery. Follow these steps:
a) Always use a rigid box. If there is any empty space between the contents and the parcel walls, fill it with paper, bubble wrap, or polystyrene to prevent movement and provide sufficient protection.
b) Use strong tape to securely close your parcel. Ensure the corners are taped to enhance the safety and security of your shipment.
c) On one surface of the box, in the upper left corner, write the sender’s full name, address, and phone number.
d) In the center of the same side, write the recipient’s full name, address, and phone number in capital letters.
Your parcel is now ready for shipment. Log in to your account HERE. If you do not have an account yet, sign up HERE.
Take advantage of our great promotions and prices by sending your parcel to our headquarters using FedEx or UPS services. FedEx or UPS can pick up your package directly from your home, or you can drop it off at the nearest FedEx or UPS location.
After creating your shipment, please read the provided information carefully and follow the given instructions to complete the process.
To determine the exact shipping cost for irregular shipments such as pallets or cases, please contact one of our locations. Have all the necessary measurements ready so one of our representatives can provide an accurate quote. You may also contact us directly.
You can calculate the approximate cost of your parcel using our website calculator. Please note that the estimated shipping costs apply only when sending parcels directly to our main office in Port Reading, NJ.
Currently, we provide tracking services for most of the destination countries.
You can check the status of your shipment on our website HERE.
The status can be also checked via email. Please send an inquiry to info@polonezamerica.com and allow 24-48 hours for a response.
This may be due to your parcel being sent using the old system, as only parcels sent through the upgraded system can be tracked online. Please contact your local Authorized Shipping Outlet to inquire about when they plan to upgrade their system.
You can also determine whether your parcel was sent through the old or new system by checking its tracking number format. Parcels from the new system follow this format: POL031 MP 009843 (example).
If your parcel was sent using the old system, its status can only be checked after it has been delivered to our headquarters in Port Reading, NJ.
Yes, all shipments—except those addressed to Moldova, Kazakhstan, and Kyrgyzstan—are covered in the unlikely event of loss, up to $100. For additional details, please refer to our Terms and Conditions.
Yes, you can change the recipient’s address while the parcel is in transit. Please send your inquiry to info@polonezamerica.com
The following items are prohibited in international packages:
- TOBACCO & VAPING PRODUCTS
- ALCOHOL
- PERFUME, COLOGNE, NAIL POLISH
- BATTERIES*
- AEROSOLS
- ILLEGAL DRUGS
- WEAPONS, AMMUNITION, MILITARY GOODS
- KNIVES & SWORDS
- DUAL USE MILITARY ITEMS
- FLAMMABLE LIQUIDS
- EXPLOSIVE & HAZARDOUS SUBSTANCES
- HUMAN REMAINS AND ORGANS
- ANIMALS
- INSECTICIDES
- PLANTS & PLANT SEEDS
- PERISHABLE FOODS
- GAS-FILLED HAIR CURLERS
- PRECIOUS METALS & STONES
- PASSPORTS
- CASH & CREDIT CARDS
- AIR BAGS FOR CARS & SEAT BELTS
- LIFE JACKETS
- THERMOMETERS
- LAB SAMPLES
- MEDICINE
- DRY ICE
- LIGHTERS & MATCHES
- FIREWORKS
- FUEL
- CAMPING STOVES
- FIRE EXTINGUISHERS
- RADIOACTIVE MATERIALS
- INFECTIOUS SUBSTANCES
- TEAR GAS
- ADHESIVES, PAINTS, SOLVENTS
- MAGNETS
- COMPRESSED AIR & GAS CYLINDERS
*Depending on the size, cellphones are allowed and electronics with sealed batteries are allowed (ie: MacBook, iPad, etc.)
Review the full list of prohibited items based on your delivery country. You can find the list HERE.
Items with batteries that are allowed in Air shipments, provided they are properly declared:
- Camera
- Computer
- Flashlight
- iPad
- iPhone
- Laptop
- Phone
- Radio Portable
- Tablet
- Notebook
- Notepad
- iPod
- Remote control
- Headphones Rechargeable
- Cellphone
- Mobile phone
- Tools - battery powered
- Toys - battery powered
- Radio - portable
- GoPro camera
- Camera used
- Computer used
- iPad used
- iPhone used
- Laptop used
- Phone used
- Tablet used
- Notebook used
- Notepad used
- iPod used
- Cellphone used
- Mobile phone used
- Tools - battery powered used
- Toys - battery powered used
- Radio - portable used
- GoPro camera used
All packages, including gift parcels valued over 45 EUR, are subject to customs regulations across the European Union.
For online shopping parcels:
- They are customs duty-exempt for values up to 150 EUR.
- They are Polish VAT-exempt for values up to 22 EUR.
If your parcel was withheld by Customs in Czestochowa and you received a notification, please contact the Customs office – Karex directly to resolve the issue. The contact information is as follows:
Karex
Młodości 67
42-215 Czȩstochowa
Phone: (34) 365-9051
Email: agencjacelna@karex.info.pl
Please note that Karex and the Customs office are two separate entities located in the same building.
If your parcel was withheld by Customs in Warsaw, please contact the Customs office – POLSPED PACZKA directly to resolve the issue. The contact information is as follows:
POLSPED PACZKA
1-go Maja 11, Apt 7
Street Phone: 666 876 306
Email: polsped.paczka@post.pl
A Customs officer will explain the next steps for delivery.
Please note that Polonez America does not represent Customs and cannot influence their decisions. Customs is a government entity and operates under its own laws and regulations.
All shipped parcels are subject to customs duty control. If your parcel was withheld, it likely means Customs officers need clarification on the value of the items, which could result in a customs duty being applied if the item is taxable. Please keep receipts, invoices, or other documents that can prove the value of the items.
Each case is different, so for more information, please contact:
- Karex (Czestochowa)
Phone: (34) 365-9051
Email: agencjacelna@karex.info.pl - POLSPED PACZKA (Warsaw)
Phone: 666 876 306
Email: polsped.paczka@post.pl
Polonez America does not represent Customs and cannot influence their decisions.
Customs operates under its own laws and regulations.
To determine the customs duty rates, please contact our Customs Office:
- Karex (Czestochowa)
Phone: (34) 365-9051
Email: agencjacelna@karex.info.pl - POLSPED PACZKA (Warsaw)
Phone: 666 876 306
Email: polsped.paczka@post.pl
Customs office in Czestochowa - Karex, is located in the same building as our distribution point, Karex. The contact information is:
Karex
Ul. Młodości 67
42-215 Czȩstochowa
Phone: (34) 365-9051
Email: agencjacelna@karex.info.pl
Please note that Karex and the Customs office are two separate entities located in the same building.
The Customs office – POLSPED PACZKA is located in Warsaw at 1-go Maja 11, Apt 7. The contact information is:
POLSPED PACZKA
Phone: 666 876 306
Email: polsped.paczka@post.pl
Polonez America does not represent Customs and cannot influence their decisions. Customs is a government entity and operates under its own laws and regulations.
Yes, it is possible to take your belongings with you. You can either send them in several packages to your new address, or rent a shipping container (or part of it). The moving process is called international relocation and requires various documents and conditions.
Click HERE to find more information about the process, check if you are eligible, and review all the required documents.
You may take household belongings you acquired here duty-free if they are part of the relocation process, which depends on multiple factors. If your belongings qualify for the process, you are only responsible for customs processing fees, not duties. The following items cannot be taken to Poland duty-free and cannot be added to your relocation declaration:
- Alcoholic beverages
- Tobacco and tobacco-containing products
- Commercial transportation vehicles
- Professional craft tools and other portable equipment related to the profession
Our distributing point in Poland is Karex, located in Częstochowa. The address is:
Karex
Ul. Młodości 67
42-215 Częstochowa, Poland
Hours of operation: Monday to Friday, 8 am - 4 pm (Eastern European Time)
You can contact Karex by phone at: +48 34 365 9115 or by email at: agencjacelna@karex.info.pl
Some of our Air Express parcels are distributed by POLSPED PACZKA, located in Warsaw, Poland. The address is:
POLSPED PACZKA
1-go Maja 11, Apt 7
Phone: 666 876 306
Email: polsped.paczka@post.pl
Yes, it is possible to store a parcel for up to 20 days in the Warehouse in Poland at no additional cost.
If you require longer storage, please contact our Warehouse in Poland directly — KAREX.
If, for any reason, the online store sends your items in multiple parcels, please add all the Tracking Numbers you receive from the seller/store.
Please be advised that adding additional Tracking Numbers to the system is necessary. Otherwise, the parcels may be rejected and sent back to the sender. This also helps track all the parcels.
Every time you shop online and every time a parcel is sent, please ensure that you input every single Tracking Number you receive from the seller/store. To ensure the proper delivery of your multiple parcels, it is advisable to notify us in advance about all of them. We will add them to the group shipment.
After Polonez receives all the parcels from the group shipment, we consolidate them into one larger parcel, which is then weighed and measured. The shipping cost is calculated based on the rates available on our website, and an email notifying our customer of the new shipping cost is sent.
Please click HERE to access the step-by-step process of online shopping.
We advise our clients to create an account and log in to our website. After ordering the items, log in to our website and enter the Tracking Number you receive from the seller/store. To do this, click on "Add New Order," enter the full Tracking Number (UPS, USPS, FedEx), and the ordered item(s).
Detailed information and instructions on how to add, order, or pay for your parcels are available on our website throughout the process.
We’re sorry, but we are unable to calculate the cost of shipping before the parcel arrives at our office. To provide an accurate cost, we need to know the exact weight and measurements.
After the parcel arrives at our office, we take all the necessary measurements and calculate the exact cost of shipping.
If you know the weight and measurements of your parcel, you can calculate the approximate costs HERE.
To delete a queued parcel, please log in to your account and, in the details of the package, click on "Cancel Parcel." You can also contact us by email at info@polonezamerica.com. Please include the package number and the reason for removal.
We offer two forms of payment:
- Credit Card
- Wire Transfer
We charge a small fee for repacking, grouping, and splitting shipments. The fees are as follows:
- Repackaging/grouping several parcels into one larger parcel: $4 for every additional repacked parcel
- Repackaging/dividing a larger parcel into several smaller parcels: $4 for every new parcel
- Keeping parcels for over 14 days (2 weeks): $1 per day for each parcel
- $2 for every new box needed
- Removal of tags, stickers, etc. from items: $0.50 per item
- Removal of documents from a parcel: $0.50 per parcel
- Taking a picture of the product from the parcel: $1 per item
- Handling and stopping the package (if payment is not received): $5
Yes, you can. Additional Declared Value coverage is available for $3.00 per every $100 or fraction thereof. The maximum insurance limit is $800. Please note that the insurance cost cannot exceed the declared value cost. For additional details, please refer to our Terms and Conditions. (LOST)
Tobacco and vaping products
Alcohol
Perfume, cologne, nail polish
**Batteries
Aerosols
Illegal drugs
Weapons, ammunition, military goods
Knives, swords
Dual use military items
Flammable liquids
Explosive and hazardous substances
Human remains and organs
Animals
Insecticides
Plants and plant seeds
*Perishable food
Gas-filled hair curlers
Precious metals and stones
Cash, credit cards, passports
Medicine
Air bags for cars and seat belts
Life jackets
Thermometers
Lab samples
Fire extinguishers
Dry ice
Lighters and matches
Fireworks
Fuel
Camping stoves
Compressed air and gas cylinders
Radioactive Materials
Infectious substances
Tear gas
Adhesives paints, solvents
Magnets
*Fish, Meat, Sausages, Cheese, Dairy, Fruits, Vegetables
**Depending on the size, cellphones are allowed. Electronics with sealed batteries are allowed (ie: MacBook, iPad, etc).
For a comprehensive list of Prohibited Items by destination country please refer to the Universal Postal Union.
We have partnered with KAREX , located in Częstochowa, ul. Młodości 67, 42-215 phone: +48 34 365 9115, e-mail: info@karex.info.pl, a company that services our Sea and Air Parcels, including customs and delivery to the recipient in Poland and many other European countries.
We also work with POLSPED PACZKA in Warsaw, ul. 1-go Maja 11 Lok.7, phone: 666 876 306, email: polsped.paczka@post.pl, that distributes most of our Express Air Parcels.