FAQ

In Bulgaria we offer:

• Standard Saving – a service with longer transit time and lower prices
• Standard Express – priority service which covers the entire country
• Express – service with a definite delivery time, available for  major cities
• Super Express – same day delivery service between major cities.
• Transport of pallets.
• Transport of temperature sensitive shipments.

The services differ from each other in transit times and type of the shipments. This also determines the tariffs of the services. Transportation is ground.

 For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

To our domestic services we offer the following additional services:

• Cash on Delivery (COD)
• Back receipt
• Address data processing
• Electronic delivery report
• Preparation and kitting of shipments
• Warehousing

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the

e-form you could find at the first page of this site.

The transit times depend on the delivery address and in some cases on the volume of the shipment. Please, make a detailed inquiry and we shall help you to choose from our services this one which better suits your needs.

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

The total actual weight of the shipment can be determined by any suitable scales.

     In transportation except the actual weight we use so called dimensional weight of the shipment which is being calculated by formula, composed by dimensions of the package (length, width, height).

IMPORTANT: Rates are based on the total actual weight or the total dimensional weight of all packages in the shipment, whichever is the greater.

You can calculate the dimensional weight of your shipment the following way:

1. Calculate the volume (V)

V = L x W x H

 where

L = length in cm

W = width in cm

H = height in cm

All these dimensions must be rounded to the next full centimeter.

The total volume of the shipmen in cases, when it consists of more packages, is the sum of the volume of all packages in a shipment. 

 2. Calculate the dimensional weight

To calculate the dimensional weight, please divide the total Volume (V) by:

• 6000 for domestic shipment

Then round the result to the next kilogram or half of kilogram

Shipment means one or more packages sent from one sender to one receiver included into one waybill.

Multiple shipment means that the shipment consists of more than one packages.

IMPORTANT: Express envelopes can not be used as a packaging of multiple shipments. One envelope is considered as one shipment.

• Documents in an envelope*
• Documents in a pack*
• Documents in another packaging
• Other articles, goods and commodities which are not included in the list of  Prohibited items

*We provide envelopes and packs to our customers free of charge. The dimensions of the envelope are 240x335mm. It contains from 1 to 100 sheets A4 – there is no limit of the number of pages and has a special fixed price.

If you send only documents your shipment would be considered as document shipment.

 Customer’s Account Number is being issued only to the companies, regular customers of In Time, which has signed a contract. Through this number they can use the special application of this site – My Intime.

For more information please, contact our “Sales and Marketing” department at 02/9609884, 02/9609439 or send an inquiry by filling the e-form you could find at the first page of this site.

 For our domestic service there are the following limits:

• The maximum weight (actual weight) per package is 50kg
• The maximum length per package is 270cm
• The maximum size per package is 330cm in length and girth combined
• The maximum value per shipment is  up to 25,000 BGN

The liability of In Time for incomplete or inaccurate execution of contract for domestic delivery service is limited.

For partially or entirely damaged, or lost during the transportation shipments In Time will only pay compensation for lossor damage of a package caused by our negligence and only up to a maximum of 15.00 BGN per shipment, subject (as in all cases) to proof of loss.

 You may obtain the benefit of a greater limit of liability by declaring a higher value for carriage of non-document shipment on the In Time shipping documentation and paying a corresponding additional charge. If you declare a higher value for carriage and pay the applicable charge, then In Time’s liability shall be limited to proven damages not exceeding the sum so declared.

IMPORTANT: The declared value for carriage of a shipment shall not in any event exceed 25,000 BGN

 Any claim against In Time must be notified to us in writing as soon as possible and no later than 14 days after the acceptance of the shipment for carriage by  In Time.

In Time shall not be considered liable:

• For damages or destroying of a shipment due to an irresistible force
• For damages due to inadequate packaging, wrongly declared commodity, or as a result from the nature of the goods being shipped.
• In case the receiver did not claim damages upon the delivery of a shipment
• For purely economic losses resulting from loss, damage or delay of a package or shipment, even if a value has been declared for carriage in respect of the relevant shipment.

 The security and inviolability in our Package centers are guaranteed by   alarm-monitoring system, 24 hours guard, video observation and control of the access.

We scan all packages in order to control their movement through the logistics systems.

 To our customers in Bulgaria we offer 5 options for sending shipments abroad:

• UPS Express Plus^®-Early morning delivery for your most time-sensitive shipments
• UPS Express^®-  Next morning delivery across Europe and time-definite delivery worldwide
• UPS Express Saver^®-Delivery during the next business day across Europe and fast delivery worldwide
• UPS Standard^®-Scheduled day-definite delivery throughout Europe. This service is available within the EU, Lichtenstein, Norway and Switzerland.
• UPS Expedited- Scheduled day-definite delivery to destinations outside Europe
 

International services differ from each other in transit times. This also determines the tariffs of the services. Transportation is by air and/or ground. 

Please, make a detailed inquiry and we shall help you to choose from our services this one which better suits your needs. 

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

To our international services we offer the following additional services:

• Cash on Delivery (COD) within EU
• Proof of Delivery (POD)
• UPS Return Services
• UPS Import Control
• Saturday delivery
• Others

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

The total actual weight of the shipment can be determined by any suitable scales.

     In transportation except the actual weight we use so called dimensional weight of the shipment which is being calculated by formula, composed by dimensions of the package (length, width, height).

IMPORTANT: Rates are based on the total actual weight or the total dimensional weight of all packages in the shipment, whichever is the greater.

You can calculate the dimensional weight of your shipment the following way:

 1. Calculate the volume (V)

V = L x W x H

 where

L = length in cm

W = width in cm

H = height in cm

All these dimensions must be rounded to the next full centimeter.

The total volume of the shipmen in cases, when it consists of more packages, is the sum of the volume of all packages in a shipment.

  2. Calculate the dimensional weight

To calculate the dimensional weight, please divide the total Volume (V) by:

• 5000 for international shipment

Then round the result to the next kilogram or half of kilogram

Shipment means one or more packages sent from one sender to one receiver included into one waybill.

Multiple shipment means that the shipment consists of more than one packages.

IMPORTANT: Express envelopes can not be used as a packaging of multiple shipments. One envelope is considered as one shipment

• Documents in an envelope*
• Documents in a pack*
• Documents in another packaging
• Other articles, goods and commodities which are not included in the list of  Prohibited items

*We provide envelopes and packs to our customers free of charge. The dimensions of the UPS express envelope are 240x335mm. It contains from 1 to 100 sheets A4 – there is no limit of the number of pages and has a special fixed price.

If you send only documents your shipment is considered as document shipment.

For shipments addressed outside EU the rates for documents and packages differ.

There are special rates for documents up to 2.5kg. Shipments with weight above 2.5kg are rated as non-documents (packages) regardless of their content.

IMPORTANT: When sending packages outside EU you have to attach to the shipment an invoice with description and value of the commodity.

 The following articles are prohibited from shipment to all countries served by UPS (except by specific contract):

• Alcoholic beverages
• Jewellery and watches (other than costume jewellery and costume watches) exceeding USD 500 or local currency equivalent per package¹
• Live animals
• Animal skins (non-domesticated)
• Articles of exceptional value (e.g. works of art, antiques, precious stones, gold and silver)
• Furs
• Personal effects (except: to the US from all locations)
• Unaccompanied baggage
• Firearms
• Dangerous goods/Hazardous materials (following IATA regulations for Express and Expedited and following ADR regulations for Standard)
• Money, negotiable items and pre-paid cards
• Pornographic materials
• Plants
• Seeds
• Ivory and ivory products
• Perishable goods
• Tobacco and tobacco products
  • Costume jewellery and costume watches: jewellery and watches for which the retail price is lower than USD 150 per item and which do not contain precious metal(s) and/or stone(s)

 Shipping prohibited articles on a contractual basis with UPS

Certain items we list as prohibited will be accepted by UPS on a contractual basis for shippers with regular volume and the ability to comply with all applicable regulations.

• The items we can carry under certain criteria are:
• Alcoholic beverages
• Biological substances
• Plants
• Seeds
• Perishable goods
• Tobacco and tobacco products
• Not all commodities can be shipped to all countries.

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

 For certain services and selected destinations UPS offers a free money-back guarantee on the shipping charges. Where the money-back guarantee operates, if we fail to attempt delivery within the applicable time period, we will, on request, refund or credit you with the shipping charges.

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

IMPORTANT: Money Back Guarantee does not apply to Domestic shipments.

UPS Account Number is being issued only to the companies, regular customers of the company using international services. Through this number they can arrange receiving of shipments at their expense and also can use it in any country where UPS operates.

For more information please, contact our “Sales and Marketing” department at 02/9609884, 02/9609439 or send an inquiry by filling the e-form you could find at the first page of this site.

 The most important for the accurate and on time delivery of your shipment is your delivery address to be actual, complete and correct.

1. Address of sender: country, city, postal code, name of the company or private person, street, number (building, entrance, floor, flat number) contact person and phone number.
2. Address of receiver: country, city, postal code, name of company or private person, street, number (building, entrance, floor, flat number) contact person and phone number.

The postal code is a key factor for international shipments, because the accurate sort and further handling of a shipment depend on it. 

UPS provides a collection and delivery service in extended (remote) areas. An additional charge applies for each shipment that is collected and/or delivered in an extended area.It is important to have the exact postal code in order to receive information in advance about whether a specific location is in an extended area. 

Contact names and telephone numbers are obligatory, because:

• This guarantee the delivery of the shipment to the correct receiver
• When the first delivery attempt was unsuccessful this important information enables the arranging of prompt delivery.
• International shipments within EU, which first delivery attempt failed due to lack of contact person and phone number, are sent directly back to the sender without notification. The sender is liable for payment of the additional transport charges.

IMPORTANT: When we speak about phone number we mean a fixed telephone number, which can be associated with an address and not a mobile phone number. 

For more information please, contact our CSTC at 0700 1 8877 or send an inquiry by filling the e-form you could find at the first page of this site.

The adequate packaging is also a key factor for the successful delivery of your shipment.

IMPORTANT: It is the sender’s responsibility to provide an adequate packaging of the commodities being shipped. 

If the shipment is fragile, it should be packed in an adequate to size and strength box. Fragile items need separation from each other. The content should be fixed and thoroughly wrapped with internal cushions. The edges of the box should be taped and strengthen.

 If you use a wooden case as a packaging it must be fumigated and properly marked.

 The best packaging for pictures, drawings and plans is tube.

 When you use bigger packaging (more often cardboard boxes) it is necessary to measure both weights of the package – actual and dimensional.

IMPORTANT: Shipping rates are based on the total actual weight or the total dimensional weight of all packages in the shipment, whichever is the greater.

. For international service there are the following limits:

• The maximum weight (actual weight) per package is 70kg ¹
• The maximum length per package is 270cm
• The maximum size per package is 419cm in length and girth combined
• The maximum value or declared value per package is USD 50 000 or local currency equivalent.
• The maximum value or declared value per package of jewellery and watches (other than costume jewellery and costume watches²) is USD 500 or local currency equivalent

1 The limits listed above apply to most packages and destinations, but there are some variances because of different local restrictions in some countries. Please contact your UPS Customer Service Centre on 070018877 for details.

2 Costume jewellery and costume watches: jewellery and watches for which the retail price is lower than USD 150 per item and which do not contain precious metal(s) and/or stone(s)

Export shipments with value of 45 EUR and above require completing of formal entry - customs declaration.

Deminimis Value  for Import to Bulgaria for: 

Private Shipments 

  150.00 European Monetary Unit (Euro)

• Business to Private - 150.00 European Monetary Unit (EUR) Duty - In cases, when the value of the shipment is equal to or less than Deminimis Value, the shipment may enter the country duty free. This regulation does not apply to alcoholic beverages, tobacco and perfume. VAT - The limit whereby VAT will not be charged remains 15.00 European Monetary Unit (EUR). Shipments with value above 15.00 EUR need to be customs cleared as a formal entry.

• Private to Private - Limit is 45.00 European Monetary Unit (EUR) Duty - In cases, when the value of the shipment is equal to or less than Deminimis Value, the shipment may enter the country duty free. VAT - The limit whereby VAT will not be charged remains 45.00 European Monetary Unit (EUR). 

Commercial Shipments 

  150.00 European Monetary Unit (Euro)

• Duty - In cases, when the value of the shipment is equal to or less than Deminimis Value, the shipment may enter the country duty free. This regulation does not apply to alcoholic beverages, tobacco and perfume.

• VAT - The limit whereby VAT will not be charged is 15.00 European Monetary Unit (EUR). Shipments with value above 15.00 EUR need to be customs cleared as a formal entry.

IMPORTANT: Entering of inadequate/unreal values of the commodities in the attached import documents (invoice) may cause delays of your shipment. Customs Authorities may hold and check the shipment in order to fix its actual value.  

 The liability of UPS for loss, damage or delay of a shipment is limited.

For partially or entirely damaged, or lost during the transportation shipments UPS will only pay compensation for lossor damage of a package caused by our negligence and only up to a maximum of the local currency equivalent of 100 USD per shipment, subject (as in all cases) to proof of loss. 

You may obtain the benefit of a greater limit of liability by declaring a higher value for carriage on the UPS shipping documentation and paying a corresponding additional charge. If you declare a higher value for carriage and pay the applicable charge, then UPS’s liability shall be limited to proven damages not exceeding the sum so declared.

IMPORTANT: The value of the goods concerned shall not in any event exceed USD 50 000 (USD 500 in the case of jewellery or watches other than costume jewellery or costume watches) or its local currency equivalent per package in a shipment, as UPS does not offer carriage for goods with values above these amounts.

The security and inviolability in our Package centers are guaranteed by   alarm-monitoring system, 24 hours guard, video observation and control of the access.

We scan all packages in order to control their movement through the logistics systems.

The weight doesn’t matter. The weight of the shipment could be 1kg or 1ton (even many tons). The only special feature is the minimum weight limit in the tariffs, for example 45kg (it depends on destination and airline). This exactly means that the rate for 45kg is applicable to all shipments weighting below the minimum. Thus the shipping rate for one small shipment sent as freight, could be even higher than express rate for the same shipment.

However the size matters. The shipments can be in cardboard boxes or on pallets, but the size should not exceed 120x80x70cm (height). The reason for this restriction is that no freight aircrafts (freighters) land at Sofia Airport. The passenger aircrafts, we use, are not equipped with big doors, so the biggest package which can be loaded is that with the size mentioned above.

If you still need to send by air a bigger shipment, which can not be divided to several pallets, the shipment will depart from here to the nearest big airport (Vienna for example) on truck, but the transit time is longer.

For heavy shipments it is definitely cheaper (the more heavy is the shipment the more cheap is the rate per kilogram). For small shipments see the answer above.

No. There aren’t any ready-made tariffs for Freight. We search for optimal solution as route and price for every single shipment, depending on its size and destination. If you require delivery to the door of receiver, we should send an inquiry to the relevant office about their destination charges – handling, customs clearance, delivery.

We offer “EC” service, which means Economy service. Money back guarantee does not apply to this service. The basic transit time is 5-7 days. For some destinations (depending on flights’ schedule) could be shorter 3-4days

Yes, you can. You should just give us information about the size and weight of the shipment, company name and address of the sender, as well as contact person and telephone number. 

No. To receive a price, we should send an inquiry to the relevant office abroad.  This may take 1 hour to 1 day depending on the location of the office and the time difference.

In case when the shipment is large (see answer 1) or it is from Asia or America (regardless of the size) the transit time would be 7-10 days. This is because the shipments arrive on freight aircraft to some big airport in Europe (Frankfurt, Vienna) after that they are moved from there to Sofia on a truck. In case when the origin country is in Europe and the shipment’s size does not exceed the maximum limit, the transit time would be 3-5 days.

The security and inviolability in our Package centers are guaranteed by   alarm-monitoring system, 24 hours guard, video observation and control of the access.

We scan all packages in order to control their movement through the logistics systems.