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Booking
NEOS provides a number of transport services to customers around the world. Please refer to our Services page for more information.
Quotes can be obtained through our online booking tool. Or contact us and we’ll be happy to help.
This depends on the service requested and the pick-up and delivery locations.
Yes, account is necessary. You can simply book online using one of the available online payment methods. For more frequent shipping, c ontact us if you need assistance choosing the right solution for your business.
NEOS uses HTTPS – an internet standard communication protocol, 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.
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.
To change or cancel your booking, please contact us.
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Destinations
NEOS 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.
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.
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 the online tool may be useful if you import shipments frequently.
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Restrictions
Weight and size restrictions vary depending on the service and destination. Does your shipment exceed our standard limits? View our guide on weight and size restrictions.
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.
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.
NEOS provides a e-commerce and business-to-business package delivery service for business mail, documents and parcels. Certain dangerous goods and hazardous materials can be shipped under appropriate conditions. For more information feel free to contact us.
See Dangerous Goods for a list of items that are restricted by legislation or regulations, which can only be shipped under appropriate conditions. For more information, feel free to contact us.
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Before you ship
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.
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Documentation
All NEOS 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.
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.
A consignment note (also known as a bill of lading or airwaybill) is the central document accompanying your NEOS 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.
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.
No. When you book online , a consignment note will be generated for you.
Please complete the contact form with your request and we will get in touch.
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Conditions
NEOS operates an ‘unknown shipper policy’ for first-time customers. 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 NEOS or carrier. NEOS has no control over these requests.
Our standard liability for any loss, damage are outlined within our Terms and Conditions. Additional cover can also be purchased. Simply select the enhanced liability option when booking online or let customer service know when arranging your booking.
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After you ship – Tracking
To find out if your shipment has been delivered, who signed for it and other tracking information just type in your NEOS track number on the Track and Trace page.
If the driver has attempted delivery to your customer and left a card, you can use the Re-delivery Service if possible.If the driver has not yet attempted delivery or has not have a re-delivery card, please click here to contact us. Your enquiry must include the track number, delivery address and re-delivery date. Note: Orders can only be re-delivered between Monday and Friday.
It depends on the carrier. 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 the depot.
Your satisfaction is of utmost importance to us. Please contact us to submit a Complaint form.
You can check your shipment at any time using Track and Trace.
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Billing
When a shipment is sent duty-paid by the sender, charges for shipping and duties are split between two invoices.
Prices are based on the weight, volume, service and destination of your shipment. Consignments may also attract surcharges for additional services.
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.
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Making a claim
Your satisfaction is of utmost importance. If your consignment has been damaged in transit, please contact us to assess your 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. NEOS and/or carrier may also require proof of the value of the item(s). This information should be included with your claim.
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 dispatch 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.
Technical support
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 repalog User Guide.
Our websites are optimized for IE 8, Safari 6, Firefox 33, Chrome 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.
You will not need to download any pluggins to access NEOS websites.
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.
Miscellaneous
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).
The International Air Transport Association (IATA) supports aviation with global standards for airline safety, security, efficiency and sustainability.