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FAQ

What is Bifrost?

Bifrost provides e-commerce shops competitive pricing for their cross-border deliveries. With an agreement, drop off your parcels at your chosen Bifrost agent or let us arrange for pickup. Your parcels will enter the delivery network and make their way to the recipient as instructed.

The Bifrost team has 30 years of experience in providing solutions for Cross-border B2C delivery in several countries including the USA, Germany, and Switzerland.

What are the delivery times?

Usually Within the EU in 2 to 4 working days. Delivery to the rest of the world usually in 3 to 8 working days.         Delivery times of goods to certain countries outside the EU can be adversely affected by processing times at receiving customs offices. More information can be found in the Customs and export guidelines.

Who is handling the last mile?

The E-Parcel Group (EPG) is made up of 31 postal operators around the world, and is focused on providing a reliable quality of service for priority parcels through an integrated delivery network. All EPG parcels are tracked at key points in the process and can be traced via the operator’s website at any time.

Source: www.ipc.be

What about undelivered items?

If an item can not be delivered to the recipient due to a faulty address or if it is not picked up by the recipient at the delivery point, it will be returned to the sender. The customer will generally not be billed for the return shipping.

What shipping methods can be used?

With tracking information or without tracking information.

What are the size and weight limits?

The easy rules:

  • L+W+H max 90cm
  • No single dimension may exceed 60cm.
  • Max weight is 2kg.
  • You choose with or without tracking — we make it simple.

If you have other requirements, feel free to contact us and ask.

How to Track & Trace?

The recipient automatically receives a link with the necessary track and trace information. You can also integrate Track & Trace on your website, this will enable your customers to easily trace their deliveries.

What is IPC E-Parcel Group (EPG)?

The E-Parcel Group (EPG) is made up of 31 postal operators around the world, and is focused on providing a reliable quality of service for priority parcels through an integrated delivery network. All EPG parcels are tracked at key points in the process and can be traced via the operator’s website at any time.

Source: www.ipc.de

Is support included?

Yes. If you have questions or need support with any of our integrations, we are happy to assist you.

Prohibitions and Restrictions

According to IATA and ICAO regulations some items are not allowed to be sent through Bifrost or any member of the Universal Postal Convention (UPU). List of Prohibited Articles:

All shipments are checked by X-ray screening before air transport. If found to contain dangerous goods or prohibited articles, they will be returned to the sender and subjected to an additional fee, or handed over to the proper authority.

Customs and export guidelines

Customs rules and regulations are independent of all carriers across the world and set by national governments, bodies like the European Union and the World Customs Organisation. Complete and attach any necessary documentation required for customs clearance overseas. This will vary by country and will depend on the types of goods you are sending. Explain to overseas customers that their imported goods may be subject to import duties and taxes which will need paying before parcels will be released for delivery.

All shipments going outside the EU and crossing the customs border must present a declaration, either CN 22 or CN 23, on the front side of the object (if the value of the contents declared by sender exceeds 300 SDR). An invoice is also required.

Return solution

It is easy for you and your customers to return parcels. You can choose either to enclose a return label with the goods sent to your customers or to send the label as a link or by post. Your customers will then only have to print the label and attach it to the parcel to be returned. European customers in 22 countries can send parcels back to you without having to spend money on postage.

Can Bifrost guarantee delivery?

Liability for International Letters is governed by the rules of the Universal Postal Convention (UPU) and related provisions, or agreements that may have been concluded with the postal operator of the country in question. According to the Universal Postal Convention, no guarantee of delivery or tracking can be given.

Can tracking information be sent from the store?

Yes, the tracking information can be sent directly to the customer from the store once the order status is set to complete.

Are the plugins updated reguarly?

Yes, all our integration plugins are continuously updated, and a message will appear directly in your webshop showing the admin that a new update is available.

Contact us

If you’d like to get in touch, please see our contact us page for more information.

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