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.
1. What is 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.
2. How does pakadoo work?
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:
3. What does pakadoo cost?
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.
4. What are the requirements for using pakadoo?
The prerequisite for using pakadoo as a delivery address is:
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).
5. What is a pakadoo point?
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.
6. What advantages does pakadoo offer me?
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.
7. How often can I use the pakadoo service?
There are no restrictions on the number of parcels within the scope of private use.
8. Are private parcel deliveries to the office allowed without pakadoo?
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.
9. Whom can I contact in case of problems as well as with questions, criticism, praise and suggestions?
Please contact the pakadoo customer service team via service@pakadoo.de or via our contact form.
10. How do I register?
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.
11. Why do I have to register for pakadoo?
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.
12. Where can I find the registration code?
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.
13. I did not receive a verification email for registration.
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.
14. Emails from pakadoo do not arrive or end up in the spam folder.
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.
15. What is a 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.
16. Where can I find my PAK ID?
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.
17. How do I find or select a pakadoo point at my employer?
After successful registration, please go to POINTS in the myPAKADOO user account on the website or in the myPAKADOO app and add your employer’s registration code here.
All pakadoo points available at your employer will be displayed and you can set your default delivery address. This is then marked with a orange star in your user account on the website and with a check mark in the myPAKADOO app.
18. How do I find public pakadoo parcel lockers?
After your successful registration, please go to POINTS in the myPAKADOO user account on the website or in the myPAKADOO app and enter either the desired zip code or a city in the search field.
If there are public parcel stations in the vicinity, they will be displayed and you can either add them to your pakadoo point favorites (blue star) by clicking on them or set them as the default delivery address by double-clicking on them. Your default delivery address is then marked with a orange star in your user account on the website and with a check mark in the myPAKADOO app.
19. How do I find out whether doorstep delivery is possible in my area?
After successful registration, please go to POINTS in the myPAKADOO user account on the website or in the myPAKADOO app and enter either the desired postal code or a city in the search field.
If doorstep delivery is available, this will be displayed and you can enter your address. You will also be asked to select an alternative point (public pakadoo parcel locker) to which your items will be delivered if you are not at home during a doorstep delivery.
20. How can I select another pakadoo point as a delivery address?
If you want to use a public parcel locker, go to POINTS in your user account and enter either the desired zip code or a city in the search field. If there are public parcel lockers in the vicinity, they will be displayed and you can either add them to your pakadoo point favorites or set them as your default delivery address.
If you use a pakadoo point at your employer, all other locations with a pakadoo point will be displayed so that you can simply click on another location and set it as the default delivery address.
If you change to another company who also offers pakadoo, please go to POINTS in your myPAKADOO user account and click on YOUR PAKADOO POINT IS NOT SHOWN? or in the myPAKADOO app on POINTS and then on ENTER REGISTRATION CODE and enter the registration code of your new employer there or add the new business email address to your email addresses.
21. What is my pakadoo delivery address?
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”.
22. How do I order with my pakadoo delivery address?
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.
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.
23. At which online stores can I order using a pakadoo delivery address?
You can place orders with all online stores where an alternative pakadoo delivery address can be entered in addition to the billing address.
24. Which goods can I order via pakadoo?
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:
Please note the pakadoo terms of use.
25. How big and how heavy are the parcels allowed to be?
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.
26. What happens if my parcel is damaged?
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.
27. Where can I pick up my parcels?
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.
28. When can I pick up my parcels?
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.
29. I cannot retrieve the collection code or the TAN at my pakadoo point
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.
30. I have received a pickup notification, but I have not yet picked up my parcel
Please check your inbox to see if you have already received another mail from pakadoo or contact our Customer Service at service@pakadoo.de.
31. What if my parcel is missing?
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.
32. What happens with unclaimed parcels?
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.
33. Can I send back returns via pakadoo?
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.
34. Where can I find my pakadoo point (pick-up location)?
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.
35. When is my pakadoo point open?
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.
36. There is no pakadoo point at my employer or in my vicinity.
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.
37. Who or what is a pakadoo point operator?
A pakadoo point operator can be e.g. your employer, a local retail company or a municipality.
38. I cannot retrieve the collection code or TAN at my pakadoo point.
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.
39. How does the pickup at a pakadoo parcel locker work?
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.
40. What if the locker doesn’t open?
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.
41. I do not receive a notification about the storage of my parcel.
In this case, please contact Customer Service at service@pakadoo.de and have your shipment number ready.
42. Why is my TAN not displayed in the myPAKADOO app or in my myPAKADOO account?
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.
43. I can’t retrieve the TAN at my pakadoo point.
If there is no WLAN at your pakadoo point or the signal is too weak, simply take a screenshot of the TAN before collection.
44. What happens if the parcel locker is full?
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.
45. What happens if my parcel is too big for the compartments?
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.
46. Return via a pakadoo parcel locker
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.
47. How do I reserve a compartment box for a return?
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.
46. Where can I get the myPAKADOO app?
You can download the myPAKADOO app for free from Google Play or the App Store.
49. The myPAKADOO app does not work
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+.
50. How do I get to my myPAKADOO user account?
You can get to your user account via the myPAKADOO login on the pakadoo website or via the myPAKADOO app.
51. How can I reset my password for my user account?
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.
52. What information can I find in my user account?
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?).
53. How can I delete my myPAKADOO user account?
You can request the deletion of your myPAKADOO user account at any time from the pakadoo service team at service@pakadoo.de.
54. Where can I find my PAK ID?
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.
55. Where can I find my personal PIN for parcel pickup?
You can find your personal PIN, which you can change individually, in your myPAKADOO user account under ACCOUNT / PIN AND MASTER DATA.
56. Where can I find the codes for parcel pickup?
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.
57. Where can I find the data for my pakadoo point?
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.
58. How can I change or delete my data stored at pakadoo?
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.
59. How is my data protected?
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 at datenschutz@pakadoo.de.
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