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FAQ


What is Delivered Duty Paid shipping?

Delivered Duty Paid (DDP) is a shipping method where merchants are responsible for paying all import taxes and duties for a parcel.

While other shipping methods require customers to pay any owed charges upon delivery, DDP shipping providers like Zenda use commodity codes to predetermine landed costs for EU imports.

This way, consumers are able to pay their total cost upfront at checkout and avoid facing unexpected costs in order to receive their parcels. DDP shipping is the best international shipping method you can use to ship your goods overseas.


Why should I offer Delivered Duty Paid shipping?

Delivered Duty Paid shipping is beneficial for both you and your customers.

With Delivered Duty Paid shipping, your customers do not have to worry about paying unexpected taxes and duties to receive their products. surprise bill of taxes and dutiesWith all landed costs presented and paid for upfront, your customers will rest easy knowing they will not experience customs delays or have any surprise fees.

DDP shipping can also help eliminate costs for your business. With DDP shipping, you can avoid the costs associated with returns, forfeited products, and losing customers who are upset about unexpected fees and delivery delays.

DDP shipping will help you provide the best possible shipping experience for their customers while saving you money over time.


Why is Zenda able to offer such competitive rates?

Zenda is able to offer highly competitive pricing due to our relationship with British Airways and IAG Cargo.

We have a fleet of over 500 aircraft that travel to over 230 destinations worldwide, so we are able to fly both passengers and cargo to most corners of the world.

When you use Zenda, you also do not have to worry about any signature service costs, residential delivery costs, fuel surcharge costs, or unexpected declaration costs.

With daily flights to Europe from 21 airports in the US and door-to-door service, we are able to provide great value to our customers seeking to ship parcels internationally.


How does Zenda deliver my parcels?

When you close out a shipment, Zenda automatically schedules a door-to-door delivery:

Truck

Our delivery partner picks up your shipment from your warehouse and takes it to the nearest British Airways airport

Plane

Your shipment flies to Europe overnight and clears customs automatically

Hand with gift

And finally, our parcel delivery partner delivers it to your customer’s door


What are the advantages of Zenda?

Zenda fills the gap between Express and Postal shipping. By offering your customers more choice with Zenda as a shipping option, they will benefit in the following ways:

  • 4 to 8 day delivery from the US to the UK and 25 European countries
  • Delivered Duty Paid shipping with prepaid taxes and duties, so there are no surprise fees for your customers at delivery or delays with customs
  • Rates that are 30 to 50% cheaper than Express. Zenda also has no extra fees for fuel surcharges, residential deliveries, or delivery signatures
  • Door-to-door tracking of every parcel for you and your customer

What is the onboarding process with Zenda?

Our onboarding process is designed to get you shipping as soon as possible. There are six simple steps which can be completed in as little as one to two weeks:

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Get your Zenda rates

Contact your account manager and provide us with information about your warehouse location, products, and shipping needs. We will use this information to send you a personalized rate card.

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Sign the contract

When you are pleased with your personalized rates, we’ll send you our service contract and all the necessary onboarding documents. Just fill out a credit application, a warehouse details form, and a TSA Known Shipper application.

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Map your SKU catalogue

Zenda is a Delivered Duty Paid (DDP) service, which means all required taxes and duties are paid upfront. In order to prevent product delays and provide accurate landed costs, Zenda will map all of your products to commodity codes. Send us your item catalog with product descriptions, materials, and HS Codes, and we’ll handle it from there!

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Log in

After you are set up in our system, we will send you two sets of credentials: an Admin login and a Ship login. Your Admin login can be used for Zenda Checkout or Shipper HQ, and it also grants you access to your invoices, and other features on our web dashboard.

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Add Zenda to your checkout

Once you have your login information, you are ready to download the Zenda Checkout plugin. Or, if you're a ShipperHQ customer, you're ready to add Zenda as a carrier in the ShipperHQ Marketplace.

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Start shipping!

Connect Zenda Ship to your store and start fulfilling your orders! For help connecting your store with Zenda Ship, check out our Guide.


Does Zenda ensure my parcels against loss and/or damage?

Zenda automatically provides loss and damage protection on all of your individual parcels, covering up to $100 in declared value per parcel.

If you have a parcel with a higher declared value, we offer optional additional coverage for parcels up to $2,000 in declared value, priced at $1.00 for each additional $100 in coverage.


Does Zenda charge any subscription or hidden fees?

No! Here at Zenda, we value transparency, and we make sure that you know exactly how much you need to pay upfront. Thanks to our DDP shipping method, you will never encounter any hidden fees.

Our published shipping rates also account for “extras” like fuel charges, signature costs, and residential delivery fees, so you do not have to worry about these additional fees when you pay your total landed cost.

With very limited exceptions, Zenda only charges you for your actual shipping activities as well as any incurred taxes and duties that Zenda pays on your behalf. Otherwise, Zenda does not charge any additional monthly or periodic fees.

There are a few cases that might result in additional charges, but these situations are rare, and we will make sure that they do not take you by surprise.

These cases include:

  • Excess commodity code mapping: In the event that you have an unusually large SKU catalog and want to have all items mapped in advance of shipping with Zenda, we may require additional payment.
  • Parcel density: In the event that you ship items with a particularly light density, Zenda may adjust your chargeable weight. Learn more about our DIM factor.
  • Additional packaging: If you ship items that require additional packaging while in transit, there may be cases where we assess a small charge to ensure your items are packaged correctly.

Otherwise – and in the vast majority of cases – there are no extra fees!


Do I have to commit to a minimum number of shipments to use Zenda?

No – Our goal is to provide the shipping service that is best for you and your business! As such, we do not require a minimum number of parcels per month in order for you to use our service.

However, we will customize your shipping rates based on a minimum pickup amount. For example, your pickup threshold might be 10 parcels for every parcel retrieval.

Your pickup threshold is customized to your business, and we ensure that we agree on an amount that works well for your business. In the event that you cannot meet the minimum pickup threshold for any given pickup, you will simply pay a small surcharge that we will let you know in advance.

Whether your business is small or you are running an enterprise, we are happy to adapt to your business, and your pickup frequency, and your budget! We will gladly adjust our shipping rates to suit your business and offer you the best possible shipping experience.


How does Zenda handle returns?

Your satisfaction is our #1 priority, so we make it simple for you to make returns. We handle the return process for you so that you do not have to worry about it!

Upon being contacted by the seller, Zenda will coordinate a 2-step return process, allowing customers to return their item(s) back to the United States: First, the postal service in the customer’s home country will ship the goods back to our processing center in London. Then, we ship these goods from London back to the United States.

Depending on the amount of goods being returned and the customer’s home country, this process typically takes 2-3 weeks from the initial request until the product is returned to your warehouse. Your final delivery will be through USPS.

With Zenda, any returns are headache free!


What are the weight and dimension limits?

Parcel limits

The maximum weight of each parcel you can ship with Zenda for any destination is 66 lbs.

The maximum dimensions of each parcel vary by country; have a look at the table below for the full list.

Country Max length (in) Max volume (in3) Max girth (in) How is girth calculated?
Austria 39 20,631 141 L+(2×H)+(2×W)
Belgium 47 - 59 L+(2×H)+(2×W)
Bulgaria 47 33,511 47×31×23 L×W×H
Croatia 47 33,511 47×31×23 L×W×H
Cyprus 47 33,511 47×31×23 L×W×H
Czech Rep 47 33,511 47×31×23 L×W×H
Estonia 47 33,511 47×31×23 L×W×H
France 47 - 59 L+(2×H)+(2×W)
Germany 94 - 94 L+(2×H)+(2×W)
Greece 47 33,511 47×31×23 L×W×H
Hungary 47 33,511 47×31×23 L×W×H
Ireland 47 - 118 L+(2×H)+(2×W)
Italy 47 - 47×47×27 L×W×H
Latvia 47 33,511 47×31×23 L×W×H
Lithuania 47 33,511 47×31×23 L×W×H
Luxembourg 47 - 59 L+(2×H)+(2×W)
Malta 47 33,511 47×31×23 L×W×H
Netherlands 39 - 133 L+(2×H)+(2×W)
Poland 47 33,511 47×31×23 L×W×H
Portugal 47 - 59 L+W+H
Romania 47 33,511 47×31×23 L×W×H
Slovakia 47 33,511 47×31×23 L×W×H
Slovenia 47 33,511 47×31×23 L×W×H
Spain 47 - 59 L+W+H
UK 59 - 118 L+(2×H)+(2×W)
Piece limits

The minimum weight of each piece (the outer bag or container where you place your parcels at close out) you can ship with Zenda is 2.3 lbs.


What is Zenda's DIM factor?

Zenda's Dimensional Weight or DIM factor is 166. Our pricing is based on the greater of actual weight or dimensional weight of each parcel.


Are there any limits to the value of the items I can send with Zenda?

There is no limit to the value of the items you can ship with Zenda. However, for high value items, you may need to do a separate Electronic Export Information filing to the US Customs and Border Protection (CBP).

What is Electronic Export Information?

Electronic Export Information (EEI) is an additional filing that is usually required by the US CBP for US exports that contain a single commodity value exceeding USD$2,500.

All EEI is provided to the US Census Bureau, and is used for export compliance and governmental reporting.

Do I need to file an EEI?

Understanding if you even need to worry about this is key, so in this section we’ll show you how to know if an EEI is required.

The important thing to remember is that this rule applies to single Schedule B numbers. A Schedule B number, also known as an export code, is a 10-digit code issued by the US Census Bureau to classify exported products in the US. You can look up your products' Schedule B numbers with the Census Bureau's free online tool, called the Schedule B Search Engine.

Here are some example exports to explain how this works. Important: One export = one order to a single customer (consignee).

Example 1
Item Schedule B number Value
Gold watch 9113200000 $2,000
Cotton shirt 6105100000 $1,000
Leather jacket 4203100010 $500
Total   $3,500

In this example, an EEI or any kind of export declaration would not be required. Why? Because the value of each Schedule B number does not exceed $2,500.

Example 2
Item Schedule B number Value
Platinum watch 9113200000 $2,000
Gold watch 9113200000 $1,000
Silver watch 9113200000 $500
Total   $3,500

In this example, an EEI is required, because there are three items of the same Schedule B number that exceed $2,500.

What do I do if an EEI is required for my export?

There are two options available to you to complete an EEI:

  1. The most simple option is for you to self-file for free using the CBP Automated Commercial Environment (ACE) portal. The US CBP website has step-by-step guides that cover all of the steps you’ll need to carry out.
  2. Click here for a guide on how to sign up for an ACE portal account and here to learn how to post an EEI declaration.

  3. Your other option is to use a registered freight forwarder to make declarations on your behalf. This is provided you give them Power of Attorney and is a contract arrangement you have made with them separately.

Zenda is working to be able to provide this 3rd party service on your behalf, so check back on this section soon for an update!


Are there any items that Zenda cannot ship?

Yes. There are two general types of goods that Zenda cannot ship: items known as ‘Dangerous Goods,’ and items that exceed our size and/or weight limits:

Dangerous Goods: these are items or substances that – when transported by aircraft – represent a potential risk to health, safety, property, or the environment.

There are nine categories of dangerous goods, which include obvious items like explosives, flammable liquids, dangerous or volatile chemicals, strong acids, compressed gases, poisons, aerosols, and various types of lithium batteries.

This is not an exhaustive list, so if you have questions about your particular items, send a question to your account rep or sales rep. Learn more about dangerous goods here.

Items that exceed our size and weight limits: as the name implies, these items are either too heavy for us to transport or one or more of their dimensions are too large for us to ship. Click here to see our limits by country.


How will Zenda increase my conversion rates with international customers?

Zenda addresses the top 4 reasons why customers will abandon a shopping cart when shipping from an international website.

Top shipping concerns Zenda's solution
International shipping costs are too high Our prices are at or near postal prices
Unknown customs duties and taxes Every package is Delivered Duty Paid
Delivery time is not fast enough 4 to 8 day delivery to 25 European countries
Concern that the item may not be received Door-to-door tracking

Can I see a demo?

You bet. Our team will take you through our solution and recommend the best solution for you to get shipping as soon as possible. Just drop us a line using the contact form below!

Contact us

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