What if the label is missing my name or suite number?
If one of the two is on the label, Tiptrans can usually still add the package to your account. If we can't tell whose package it is, usually because both are missing, it takes longer and costs an Owner identification fee. In Germany, the word Tiptrans is required too.
If one of the two is on the label, we can usually still add the package to your account. The suite number alone is enough, and your name alone works as long as no other customer has the same name. If we can't tell from the label whose package it is, usually because both are missing, we have to find the owner by other means, which takes longer and costs an Owner identification fee. In Germany, a label without Tiptrans can also mean the carrier returns the package to the sender before it reaches us.
What the label must show
Every Tiptrans address contains three things that identify your package. Copy the address exactly as your account shows it. See How to enter a Tiptrans address at checkout.
| Element | What it does | If it is missing |
|---|---|---|
| Tiptrans | Tells the carrier the package is for our warehouse | Germany: DHL and Deutsche Post can return the package to the sender. |
| Your suite number (your customer ID, for example "Ste 12345") | Identifies your account | We look for your account by your name. |
| Your full name, as in your account | Second way to identify you | We add the package by the suite number. |
The rest of the address is the same for every customer, so it can't tell us whose package it is.
Missing suite number
Staff can usually find your account by your name and add the package. This works only if no other customer has the same name. If someone else does, we can't tell whose package it is. It waits with the unidentified packages until you claim it and show that it is yours, for example with the tracking number and your order confirmation. Then we add it to your account and charge the Owner identification fee.
Missing or different name
If your suite number is on the label, we add the package to that account. If the label shows a different name from the account holder's, the suite number still decides, and we charge the Other name(s) on package fee.
Missing both
Then the label doesn't say who the package is for. We still receive it, and we try to find the owner, for example by contacting the sender. If we find you, we add the package to your account and charge the Owner identification fee.
We keep unidentified packages for 30 days. If nobody claims a package with its tracking information within that time, we may dispose of it. If you think a package of yours is among them, see Why is my delivered package not in my account? for what to send us.
What it costs
| Fee | Standard | Premium | Business Premium |
|---|---|---|---|
| Owner identification fee | $2 | $1 | $1 |
| Other name(s) on package | $3 | $2 | $1 |
The fee is deducted from your balance when we add the package to your account. Current prices are on the price list.
Warehouse rules
Germany: TIPTRANS in the address
Your German address must include the word TIPTRANS, and your account shows this next to the address. DHL and Deutsche Post hand over a package only if the company name is there. Without it, they usually return the package to the sender, and we can't stop the return.
China: name and suite number on the waybill
The China warehouse identifies packages by the suite number and the English name on the waybill. The address in your account includes a note for Chinese sellers that asks them to write both in the address or stick them on the outer box. Like every warehouse, the China warehouse receives a package with incomplete details too, but we can add it to your account only once we know it is yours.
If the package went back to the sender
We are not the sender, so we can't redirect or stop a package on its way back. Contact the seller, give them your full Tiptrans address again, including Tiptrans, your name and your suite number, and ask them to send the package again.