Help & FAQ online shoppers

Here you will find the answers to the most frequently asked questions about the pakadoo service for receiving private parcels at pakadoo points and pakadoo parcel lockers – sorted by topic.

You can‘t find an answer to your question?

Our Customer Service Team will be happy to help you at service@pakadoo.de.

About pakadoo

pakadoo is a service that allows you to receive parcels from all delivery services either officially at your employer’s or at a pakadoo parcel station. This works in a similar way to a parcel store or a Packstation:

After successfully registering with pakadoo, you can use a pakadoo delivery point (= pakadoo point) at companies, retailers or a public pakadoo parcel station as your delivery address. You can have your parcels delivered there at no extra cost – regardless of the parcel service. You can also drop off returns at some pakadoo points.

At a pakadoo point at your employer or at a public location near you, your parcels will be delivered, regardless of which parcel service was used to send the parcel. And it works as simple as this:

  • register as a pakadoo user (see point 10. Register) and select your pakadoo point
  • enter pakadoo delivery address including PAK ID when ordering in the online store
  • receive notification as soon as the parcel has been delivered to your pakadoo point.
  • pick up the parcel with the code sent in the receipt notification (on your smartphone or printed out) and, if necessary, after personal identification with your personal PIN.
  • or at a pakadoo parcel locker: open the displayed locker with the TAN specified in the receipt notification or enter your PAK ID and PIN at the central control panel.

Receiving parcels at a pakadoo point or a pakadoo parcel station is usually a free service provided by your employer, a shopping center or a municipality.

The prerequisite for using pakadoo as a delivery address is:

  • There is a pakadoo point near you – either at your employer or at a public location.
  • If there is not yet a pakadoo point in your area, you can contact our Customer Service via our contact form to find out how to introduce pakadoo to your employer or other potential pakadoo point operators, such as local retailers or your city council.
  • You have registered as a pakadoo user (see point 10.).
  • After successful registration you have selected one or more points and set one of them as default delivery address

When ordering in the online store, you enter your pakadoo standard delivery address together with your personal PAK ID, which you received after registration (see point 22. Ordering with pakadoo).

A pakadoo point is a central location – either at your employer’s or at a public location – where your private parcels can be stored and picked up. The pakadoo point can also be equipped with a pakadoo parcel locker.

With pakadoo as your delivery address, your parcels will arrive where you want to receive them: at your employer, at a local retail store, e.g. shopping center or a public location. This works with any parcel service. If returns are possible at your pakadoo point or pakadoo parcel station, you can return returns from DHL and Hermes with a return label via pakadoo (see point 33. Returns), if they have been delivered to the pakadoo point beforehand.

With pakadoo you save annoying ways to pick up your parcels at the parcel store or in the neighborhood as well as for returns. In addition, the bundled delivery of parcels and the guaranteed delivery on the first delivery trip reduce CO2 emissions, relieve urban traffic and protect the environment.

There are no restrictions on the number of parcels within the scope of private use.

No. pakadoo regulates a clean transfer of risk only for parcel shipments sent to a pakadoo delivery address. Under certain circumstances, your employer may refuse to accept private parcels without a pakadoo PAK ID.

Please contact the pakadoo customer service team via service@pakadoo.de or via our contact form.

Registration with pakadoo

As soon as a pakadoo point has been set up in your company or in your vicinity, you can register as a pakadoo user. You can register either via the myPAKADOO app or here.

pakadoo point at your employer: For “Email address” please enter your private email address and the registration code valid for your company (see point 12. Registration code). If your employer allows the use of your business mail address, you do not need a registration code.

Public pakadoo parcel locker: Please register with your private email address. A registration code is not required here.

After submitting the registration form, you will receive a confirmation email to verify your email address. Please click on the link provided in it. You can then select or confirm your pakadoo point in the myPAKADOO area of the pakadoo website or in the myPAKADOO app under POINTS.

You can also select multiple pakadoo points and add them to your favorites, e.g. if your company has multiple locations or you also want to use a public pakadoo parcel locker in parallel (see point 16 How do I find public pakadoo parcel lockers?).

As soon as you have selected one of your pakadoo points as your default delivery address, you are activated for pakadoo. With your personal PAK ID, you can then immediately order at your pakadoo point and log into the myPAKADOO area as well as the myPAKADOO app.

Registration is a prerequisite for using the pakadoo service. With the registration you create your myPAKADOO user account and you select your pakadoo point as default delivery address. With the registration you receive your personal pakadoo user ID (the PAK ID). You enter this with every order together with the address of your pakadoo point as pakadoo delivery address (see point 22. Ordering with pakadoo).

Your private parcels will be sent completely anonymously to your pakadoo point, scanned there and automatically assigned to you on the basis of the PAK ID. It is not necessary to enter your name.

You can find the registration code valid for your pakadoo point either in the email you received from your employer regarding pakadoo, in the pakadoo flyers on display, directly at your pakadoo point or you can request it via service@pakadoo.de. Please indicate the company or location where your pakadoo point is located.

For public pakadoo parcel stations NO registration code is required.

In this case, please check your spam folder first.

If you have used your company email address, there is a possibility that your company’s firewall has blocked the email. Please contact your IT department for clarification.

You can request the confirmation email again via the myPAKADOO login. If no action has led to the desired success, please contact service@pakadoo.de.

If you want to be sure that all emails from pakadoo arrive, please add the email addresses mypakadoo@pakadoo.de and service@pakadoo.de to your address book.

If you want to make sure that all emails from pakadoo arrive, then please add the email addresses mypakadoo@pakadoo.de and service@pakadoo.de to your address book.

My pakadoo PAK ID

The PAK ID (pakadoo user identification) is a personal seven-digit letter identification code that you receive after registering on the pakadoo website. It is given together with the delivery address of your pakadoo point when you buy online and guarantees that your packages can be assigned to you.

You can find your PAK ID in the myPAKADOO app under “START” as well as in your myPAKADOO user account on the website at the top right.

Order & Delivery

Your pakadoo delivery address is either the address of the pakadoo point you have selected as your default delivery address or the address of the corresponding parcel depot – together with your PAK ID. You can find the delivery address in the myPAKADOO app under “START” or, if you are logged in to myPAKADOO, in the top right corner after clicking on your PAK ID as well as under “ACCOUNT”.

Create an additional pakadoo delivery address at the online store in addition to your private (billing) address as follows. You do not have to enter your name, your package will be assigned to you based on your personal PAK ID.

  • First name: XXXXXXX (your PAK ID)
  • Last name: Company name or pakadoo point name or parcel depot name
  • Street: Company address or parcel depot address
  • Postal code/city: Company or pakadoo point postal code and city

Please note: As usual, the billing address consists of your name and your home address.

For online stores that already offer pakadoo as a delivery option, entering your PAK ID will automatically transmit the delivery address of your selected pakadoo point to the online store and you can complete the order even faster.

You can find more information on our “How do I order with pakadoo?” page.

You can place orders with all online stores where an alternative pakadoo delivery address can be entered in addition to the billing address.

Basically all goods can be ordered as long as the following conditions are met:

Parcel shipments weigh less than 15 kg and measure a maximum of 120 x 60 x 60 cm or a maximum of 70 x 35 x 45 cm when delivered to a pakadoo parcel locker.

NOT accepted at pakadoo point are:

  • C.O.D. (cash on delivery) shipments, registered mail and parcels with advice of receipt
  • Shipments whose transport violates legal or official prohibitions, whose transport, storage, transfer and/or handling are subject to national or international dangerous goods regulations.
  • Shipments with inadequate packaging, in particular with liquid contents, insofar as these are not packed in a break-proof manner and protected against leakage.
  • Consignments of exceptional value or value that is difficult to estimate, such as works of art, unique specimens, stamps, transferable commercial papers, securities, precious metals, precious stones, industrial diamonds, watches and clocks, as well as money and other valid means of payment.
  • Shipments that require special handling during transportation – such as perishable or damageable goods that require special protection from exposure to heat or cold.
  • Shipments containing live animals and parts or mortal remains of animals or humans.
  • Consignments which, due to their external characteristics or contents, may endanger persons or damage material goods or other consignments.
  • Consignments which require personal receipt by the customer.
  • Uncleared shipments (customs duties, taxes and other clearance fees cannot be paid by pakadoo point in advance). Please refer to the currently valid customs regulations.

Please note the pakadoo terms of use.

Parcel shipments must weigh less than 15 kg and may not be larger than 120 x 60 x 60 cm.

If delivered to a pakadoo parcel locker, the maximum size is 70 x 35 x 45 cm.

If your parcel was delivered damaged and the pakadoo point operator did not refuse acceptance directly, you have to complain to the parcel service yourself or return the shipment.

Parcel pick-up

You can pick up your parcels at your pakadoo point during the opening hours set by the pakadoo point operator. You can find the address of your pakadoo point in your myPAKADOO user account when you click on your PAK ID in the top right corner and under ACCOUNT as well as in the myPAKADOO app under START / MY PICKUP LOCATION.

Please note: The address of the pickup location does not always match your pakadoo delivery address.

Please pick up your parcels promptly during the opening hours of your pakadoo point. These can be found in your receipt notification as well as in the myPAKADOO app under START and in your myPAKADOO user account on the website under POINTS. The opening hours are determined individually by the pakadoo point operator, pakadoo has no influence on this.

At a public parcel locker you can usually pick up your parcels around the clock.

If there is no WLAN at your pakadoo point or the signal is too weak, simply take a screenshot of the code before collection and then show it at the pakadoo point.

Please check your inbox to see if you have already received another mail from pakadoo or contact our Customer Service at service@pakadoo.de.

You may have inadvertently omitted your PAK ID when placing your order, or it may have been cut off or not printed on the parcel label. In this case, please send your PAK ID together with the shipment number of the missing package to our Customer Service at service@pakadoo.de.

If possible, the pickup should be made on the same day of the receipt notification. Parcel shipments are stored at your pakadoo point for a maximum of 90 working days – Monday to Friday – after which they are destroyed.

Please note: in case of uncollected parcels there is no claim that they will be returned by pakadoo. Your return deadline may expire as a result.

Returns

Please find out in advance whether returns are possible at your pakadoo point or parcel locker and if so, with which parcel service. Our Customer Service Team will be happy to assist you at service@pakadoo.de.

If returns are possible, please hand in your return at your pakadoo point with the return label provided by the online store and stating your PAK ID. Please note that returns are only possible from packages that were previously delivered at the pakadoo point and usually only via DHL and Hermes.

For returns via a parcel station, please read point 46.

My pakadoo point

You can find the address of your pakadoo point in your myPAKADOO user account when you click on your PAK ID in the top right corner and under ACCOUNT as well as in the myPAKADOO app under START / MY PICKUP LOCATION.

Please note: The address of the pakadoo point = pickup location does not always match your pakadoo delivery address.

You can find the opening hours in your myPAKADOO account under POINTS as well as in the myPAKADOO app under START. The opening hours are set individually by the pakadoo point operator, pakadoo has no influence on this.

At a public parcel locker, parcels can usually be picked up around the clock.

Without a pakadoo point in your company or a pakadoo parcel locker at a publicly accessible location in your vicinity, you unfortunately cannot use pakadoo (see point 4. Requirements).

Via our contact form you can get in touch with our Customer Service to find out how you can introduce pakadoo to your employer or other potential pakadoo point operators, such as local retailers or your city council, and convince them of the many benefits.

A pakadoo point operator can be e.g. your employer, a local retail company or a municipality.

If there is no WLAN at your pakadoo point or the signal is too weak, simply take a screenshot of the code before collection and then show it at the pakadoo point.

Parcel lockers

At the pakadoo parcel locker, you can pick up your parcel – depending on the locker model – either by using a TAN to open the displayed compartment or by entering your PAK ID and PIN or scanning your company ID card at the central control panel.

You will find the information you need to pick up your parcel in the pakadoo receipt notification, which you will receive automatically after placing your parcel in the parcel locker.

In this case, you have probably received several parcels and another parcel has been added to an already stored parcel in the locker. This means that the original TAN loses its validity.

For technical reasons, it takes about 25 minutes to generate a new TAN. After this time has elapsed, you will be informed by mail or push message and the new TAN will then also be displayed in the myPAKADOO app and in your myPAKADOO user account.

In this case, please contact Customer Service at service@pakadoo.de and have your shipment number ready.

There may be technical reasons or cabinet maintenance was performed. It is also possible that you have received several parcels and in addition to an already stored parcel, another one has been stored in the same compartment. This means that the original TAN loses its validity.

For technical reasons, it takes about 25 minutes to generate a new TAN. After this time has elapsed, you will be informed by mail or push message and the new TAN will then also be displayed in the myPAKADOO app and in your myPAKADOO user account.

If there is no WLAN at your pakadoo point or the signal is too weak, simply take a screenshot of the TAN before collection.

Then your parcel will be stored at a so-called alternative pakadoo point. You will be informed of this in the confirmation of receipt, as well as where this pakadoo point is located and when you can pick up your parcel there.

Then your parcel will be stored at a so-called alternative pakadoo point. You will be informed of this in the confirmation of receipt, as well as where this pakadoo point is located and when you can pick up your parcel there.

If the parcel does not comply with the terms of use, it is also possible that the receipt of the parcel will be refused.

Please inquire in advance whether returns are possible at your pakadoo parcel locker and if so, with which parcel service. The return of a parcel – with the free return label provided by the online store showing your PAK ID – via a pakadoo parcel locker works as follows:

Parcel locker with central operating display: click on “Return”, enter shipment data and select available compartment size. The compartment opens automatically. Insert the shipment and close the compartment again. Attention: this function is not available on all parcel cabinets with operating display.

Parcel locker with touchpads on each compartment: You can reserve a locker online via your myPAKADOO account (see point 47 Locker reservation). You will receive an e-mail with the number of the reserved locker and a TAN to open it. Please note that the time for which the locker is reserved for you is determined individually by your pakadoo point operator.

To do this, log in to your myPAKADOO account and select PARCELS. If returns are possible at the desired parcel locker, there is a possibility to reserve a locker compartment under the parcel list under DECLARE A RETURN AT YOUR PAKADOO POINT.

Please note: the parcel locker must be selected as the default delivery address for this, i.e. marked with a orange star.

myPAKADOO App

You can download the myPAKADOO app for free from Google Play or the App Store.

Please delete the app and re-download it from Google Play or the App Store. Please note that the app requires iOS 13+ or Android 6.0+.

myPAKADOO user account

You can get to your user account via the myPAKADOO login on the pakadoo website or via the myPAKADOO app.

Click on “Forgot your password?” in myPAKADOO and request a new password link using your email address. You will receive a mail with a link, please confirm it and follow the instructions.

There you have an overview of all parcels received and, if applicable, returned via pakadoo, your current parcel status, the codes for parcel pickup, information about your pakadoo point, your PAK ID, your PIN if applicable, and all personal data stored with pakadoo.

You can change the selection of your default pakadoo point there if, for example, you move to another company location or want to receive your parcels at a public pakadoo point (see point 20 How can I select another pakadoo point as delivery address?).

You can request the deletion of your myPAKADOO user account at any time from the pakadoo service team at service@pakadoo.de.

My pakadoo data

You can find your PAK ID in the myPAKADOO app under “START” as well as in your myPAKADOO user account on the website at the top right.

You can find your personal PIN, which you can change individually, in your myPAKADOO user account under ACCOUNT / PIN AND MASTER DATA.

You can find the codes you need for the parcel pickup in the pakadoo receipt notification you receive when your parcels arrive at your pakadoo point.

Or you can log in to your user account or the myPAKADOO app, where you will find the codes under PARCELS.

You can find the data for your pakadoo point in your myPAKADOO user account on the website under POINTS or by clicking on your PAK ID in the top right corner. You can change the selection of your default pakadoo point there if, for example, you move to another company location or want to receive your packages at a public pakadoo point. (see point 20. How can I select a different pakadoo point as delivery address?).

In the myPAKADDO app, you can find the data for your pakadoo point under START and you can change the selection of your default pakadoo point under POINTS.

With the registration you automatically receive a myPAKADOO user account. There you can log in via the pakadoo Website or via the myPAKADOO app and view or change your data.

  • You can change your PIN, which you need at some pakadoo points in addition to the code to pick up your packages, under ACCOUNT / PIN AND MASTER DATA.
  • Under POINTS you can select and set another pakadoo point as an additional or preferred delivery address, e.g. if you move to another company location or want to receive your parcels at a public pakadoo parcel locker.
  • You can request the deletion of your myPAKADOO user account at any time from the pakadoo Customer Service team at service@pakadoo.de.

Your personal data will be treated confidentially and will not be passed on to third parties. The pakadoo website is SSL-encrypted. If you have any questions, you can contact our data protection officer Mr Balàzs Venter at datenschutz@pakadoo.de.