F.A.Q.

The courier can only be contacted on the day of delivery. You can find their phone number in the FAN Courier mobile app and in the link received via the delivery notification SMS.

Absolutely. You can submit a request through the ticketing app under Customer Support → New Ticket → “Scanned AWB Confirmation,” or send an email with the AWB number(s) to customer@fancourier.ro. We’ll respond as soon as possible.

Send your request by email to contcolector@fancourier.ro. In exceptional cases, you may be asked to go to the nearest FAN Courier office and submit a written request.

The delivery address can be changed, but redirecting to a new address means a new delivery, with a 24–48 hour timeframe. Therefore, redirected shipments are not delivered on the same day.
Redirecting to a FANbox can be done through the mobile app, the link in the SMS, or by contacting the courier directly.

FAN Courier collects parcels from the sender (online shop, platform, individual) and delivers them to the recipient without checking the contents. If the received product doesn’t match your order, we recommend contacting the sender or, if needed, notifying the proper authorities (Police).

No, FAN Courier delivers sealed parcels, and opening them before payment is not allowed.
The only exception is for shipments with the “Check on Delivery” option, which allows the courier to open the parcel in your presence so you can view the contents (not test the products). This option involves an extra fee and must be selected by the sender.

“Shipment Insurance” means you pay 1% of the shipment’s declared value, and in case of damage or loss, you’ll be compensated 100%. However, please note that proper packaging is still mandatory for the insurance to apply.

To ensure your shipment is properly protected during transport, it’s very important to follow the recommended packing methods. You can find out how to correctly pack your parcel to ensure it arrives safely (see here). Additionally, we provide cardboard boxes which can be purchased at any fixed FAN Courier agency. More details here.

The parcel has not yet been handed over to the courier. The AWB number is not visible in the system because it hasn’t been scanned yet. The shipment will be automatically registered once FAN Courier collects it from the sender.

You can change the delivery address by clicking the link in the SMS notification or through the FAN Courier mobile app.
Redirecting to another address is considered a new delivery and usually takes 24–48 hours.
Redirecting to a FANbox can be done the same day, depending on locker availability and proximity.

You can check your parcel’s status by entering the AWB number on the FAN Courier website or in the mobile app. On the delivery day, you’ll receive an SMS with an estimated time of arrival and the courier’s contact details.

Shipping fees can be paid by card to the courier, at FAN Courier offices or at FANbox lockers.
The COD amount can be paid by card only if the online store that generated the shipment allows this payment method. The accepted payment method—card or cash—is mentioned in the SMS received on the delivery day and in the mobile app.

Parcels are stored in the warehouse according to the legal retention periods, available in the Terms and Conditions – click here: General Conditions for Postal Services – FAN Courier.

Postal items must NOT contain:

• goods that, by their nature or packaging, may cause damage to people, the environment, facilities, or other goods;
• packaging with inscriptions that go against public order or decency, if unwrapped or placed in transparent packaging;
• items whose transport is prohibited by law, even partially: weapons, ammunition, drugs, explosive/toxic/inflammable materials;
• goods that require special transport conditions under legal provisions: works of art, antiques, gold, silver, precious stones, perishable goods, live animals, etc.
  FAN Courier refuses to accept shipments containing such items or those that do not comply with packaging guidelines. See our Packaging Guide for more information.

The AWB number is required to check the shipment in the database. Please request the AWB number from the sender or the store where you placed the order.

If your shipment is urgent, you can choose the “Red Code” service, which includes pickup, sorting, transport, and delivery of envelopes (max. 500g) and parcels (max. 5kg and 30x30x30 cm) by 10:00 AM the next working day, via road transport, for destinations listed in selected FAN Courier branches.

You can generate an AWB on the FAN Courier website in the “Place Order” section, on the selfAWB platform (available to registered users), or via the FAN Courier mobile app (available on App Store and Google Play).

The PIN code is displayed in the FAN Courier mobile app and sent via SMS on the delivery day. Please check both the app and your SMS messages. If you don’t have the PIN, the parcel can be released based on an ID and/or company stamp.

You can place a courier order after generating the AWB—either on www.fancourier.ro, in the mobile app, or on www.selfawb.ro. If you already have the AWB, you can request a pickup by email at comenzi@fancourier.ro or by calling 021.9336.

If you’re ready to take part in an exciting professional experience within a dynamic and innovative environment, send us your CV at recrutare@fancourier.ro.

The courier will attempt delivery the next day. You can also reschedule the delivery or redirect the parcel to a FANbox using the link from the SMS or directly through the FAN Courier app.

If you want to become a subcontractor for the company, you can submit a request on our website in the “Become a subcontractor” section, and we will contact you as soon as possible.

You can request the courier to fill out a damage report noting the details of the issue. After the assessment, you can choose to accept or refuse the shipment.

If you don’t have your ID, you can present your passport or use the PIN received via SMS (for personal shipments).

You can find all FAN Courier locations in the “Locations” section on our website – https://www.fancourier.ro/locatii-fan/ – or via the mobile app.

Individual customers must visit a FAN Courier office with their ID to fill out a form to modify or cancel the COD amount.
Business customers with a contract can send the request by email using the address registered in our system. If the email address differs, visiting a FAN Courier office is required.
Business customers without a contract can email the request using the address used when generating the AWB/placing the order. If the address differs, visiting an office is also necessary.

If you choose COD via Collection Account, the amount will be transferred to your account.
If you opt for COD in cash, you’ll receive the money at your address within 2 working days after collection.

For a quick response regarding an undelivered parcel, submit a ticket in the selfAWB app under Customer Support → New Ticket, selecting the category “Delivery Delay.”
Make sure to include details such as contents, packaging (approx. dimensions, color, adhesive tape type, packaging type, labels), value, and attach photos and the invoice (if available) to confirm the item’s value.
If you don’t have a selfAWB account, you can email your complaint to customer@fancourier.ro, including the AWB number and shipment details.

If the sender is MEEST, the parcel most likely comes from China. MEEST is a logistics provider that intermediates shipments, mainly from China.

To allow in-office pickup, select the “Pickup from Office” option when filling out the AWB and choose the desired location.
If the recipient chooses this option after the AWB is created, the request can be sent:
• by the recipient via the link received by SMS,
• by email to customer@fancourier.ro,
• or by the sender via a ticket in the selfAWB app, under Customer Support → New Ticket → “Information”.

To allow the recipient to open the parcel at delivery, select the “Open on delivery” option when generating the AWB.
More details: www.fancourier.ro/deschidere-la-livrare

To request delivery on a certain date, you can:
• choose a different date via the link received by SMS,
• send an email to customer@fancourier.ro,
• or call 021.9336.

To redirect a parcel, you need to send us a written request including:

• the new delivery address,
• and details about who will pay the transport cost for the redirection AWB.
  The redirection will only be processed once payment approval is received from the paying client.
  In some cases, you may be asked to visit the nearest FAN Courier office to submit the redirection request.

To drop off a parcel at a FANbox, you first need to choose the platform where you will create the AWB (Air Waybill): the FAN Courier website (AWB Generation section), the selfAWB.ro platform, or the FAN Courier mobile app. Attention! Not all parcels are eligible for locker delivery – find out more here.

Fill in all the required contact details: sender information (including the chosen locker for drop-off), recipient information, as well as parcel details such as weight, dimensions, cash on delivery (if applicable), etc. After generating the AWB, you will receive a QR code and a unique opening PIN.

If you already generated the AWB in another platform, check the details entered in your user account and follow the steps provided there. The QR code and opening PIN will be sent to your account and to the email address you provided.

Next, go to the initially selected FANbox or to any other FANbox, scan the QR code or enter the PIN, place the parcel in the compartment indicated on the screen, close the door – and that’s it!

From this moment, the drop-off is complete, and the parcel enters the system to be picked up and delivered. You can track its status in the mobile app, on the FAN Courier website, or in the platform where you generated the AWB.

FANbox is the ideal solution for active individuals looking for a flexible delivery and pickup alternative. It allows you to send or collect parcels directly from FANbox lockers. More details are available here.

At FANbox, you can pay by card both for the cash-on-delivery amount and the shipping fee.

If you have a collaboration contract with FAN Courier and want to use the FANbox service, you need to contact the Sales Department to sign an additional agreement. More details here.

For home deliveries, redirection to a locker is possible if the parcel meets the size, weight, and service eligibility criteria. The recipient can request redirection through the link in the SMS received on the delivery day, via the FAN Courier mobile app, or by informing the courier. More details are available here.

No extra mileage charges apply for deliveries via FANbox. However, extra mileage fees are applicable when using the DropOff option. For example, if you send a parcel from a FANbox in Bucharest to a recipient in a location where extra mileage is charged, those fees will apply according to the current rates. Learn more here.

Locker compartments have standard sizes and allow storage of only one parcel per box.

Rates for envelopes and parcels are fixed, and no additional fees are charged for excess weight.

You can request the necessary details by emailing fanbox@fancourier.ro or through the chatbot on our website.

Parcels can be dropped off at any FANbox within 30 calendar days.

For occasional users, drop-off is done by scanning the AWB or QR code or by entering the PIN received via email or SMS—printing the AWB is not required. For contract clients, the AWB must be printed and attached to the parcel. Drop-off is done exclusively by scanning the AWB.

If the pickup time has expired, the parcel will be returned to the sender. You’ll need to place a new order for pickup from FANbox.

Parcels can be collected from FANbox by scanning the QR code at the locker or by manually entering the PIN on the FANbox tablet. The QR code and PIN are available in the FAN Courier mobile app as well as in the email or SMS notifying you of the parcel’s arrival.

If the locker didn’t open, please report the issue by calling 021.9336, emailing fanbox@fancourier.ro, or using the chatbot section on our website at fancourier.ro.

Yes, you can try again later or use a different card on the spot. Payment can be made at any time during the pickup window.

To extend the pickup period, access the link in the SMS received on the delivery day and select the extension option according to your needs.

For any amount paid in the store, you will receive a receipt from the representative. If you need an invoice for the shipping fees paid, you must contact FAN Courier, providing your details and the receipt number issued in the store.

If you’ve received an SMS or email notification that FAN Courier has delivered your parcel to a partner store, but it can’t be found, follow these steps: explain to the store representative what kind of item you are expecting and who the sender is; provide, if possible, details about the parcel’s size and weight; check if you’re at the correct address, as there may be multiple PayPoint stores in the area; and if the issue persists, contact the FAN Courier Out of Home department at 021.9336.

For delivery via Collect Point, the parcel must not exceed 10 kg in weight and dimensions of 60x90x60 cm. For envelopes, the maximum allowed weight is 500 grams.

You can find the nearest PayPoint store by visiting the FAN Courier website, in the “Locations” section. You can go directly to the page [here].

Yes, you can drop off a parcel at a Collect Point. You just need to generate an AWB, choose “Personal Drop-off,” and select your preferred PayPoint location.

It is the working program for the PayPoint Colet Expres stores. Only in these days and time frames you can pick up your parcels. Usually, the stores have an extended working program, including Saturdays and Sundays.

It is the approximate distance from the address you entered to the store.

Yes, you have the option to enter another address and the system will show you the closest PayPoint Colet Expres stores to the newly entered address. Please, be advised, you can only change the street and the number, not the city. If you want to choose an address from another city, you will need to return to the online store’s page and change the delivery city.

If FAN Courier handed over the parcel to the store and you were notified that it arrived, we suggest that you follow the steps below:

* Describe the packaging and the type of the product you ordered
* Describe the size and the weight of the product/parcel
* Check if you are at the store you chose
* Ask the retailer to check all the parcels that have the shape or the dimensions close to those you described

After the online order confirmation, the parcel will be available in the PayPoint Colet Expres store starting the second business day. You will be notified at the time it is available in the store. The transit time until the parcel arrives in the store can vary, depending on the moment the online store hands it over to FAN Courier. In order to find out more details about the transit time, we suggest you to ask for information from the online store from which you purchased the product.

The validation code is a unique password of 5 alphanumeric characters and with it you will be able to pick up the parcel. You will receive the code via SMS/email. In the stores, the deliveries are authorized exclusively through these codes and personal I.D.s.

Once notified, you can go to the PayPoint Colet Expres store, taking with you the unique validation code and the I.D.

When the package is delivered to the store by FAN Courier, you will automatically receive an SMS/e-mail with all the necessary information.

If you need to check the shipment status you can access the AWB Tracking section on the FAN Courier website or you can ask for information at collectpoint@fancourier.ro.

For any amount paid in the store, the retailer will give you a receipt. In order to obtain an invoice for the shipping charges you pay, you should contact FAN Courier and give us your information and the receipt number issued in the store.

The PayPoint Colet Expres stores keep the parcels for 7 calendar days. If you do not show up at the store within this period of time, your parcel will be returned to sender.

FAN Courier offers road transport services (in most of the E.U. countries) and air transport (worldwide).

In order to estimate a price, please access Cost estimation.

For an estimated transit time, please access: Road times and Air times.

The order can be placed on the website by accessing the Call Courier section, from the Courier order menu in SelfAWB or by making a request at international@fancourier.ro. Please, be advised! Before placing the order, we kindly ask you to check the cost and the transit time of your shipment. We recommend visiting the website General Conditions for the Provision of Postal Services – FAN Courier to check whether the contents of your shipment are accepted for transport.

You can go to any of the FAN Courier offices and working points. You can find their contact details here.

For import orders (service available only with the shipment charge paid in Romania), the consignee needs to contact us at international@fancourier.ro and mention the following details:

* package specifications: weight, dimensions, content;
* sender’s/consignee’s company name;
* complete address details (street, street number, postal code);
* contact persons;
* phone numbers;
* the date and time interval when the pick-up order can take place.

Pickup is carried out under the condition that the shipment is properly packaged by the sending customer, and collection is available from both legal entities and individuals.

The shipment charge can be paid only by the customer from Romania, both for export and for import.

By using the Export – Collecting Account service you can ship to Hungary and Bulgaria with cash on delivery. The option is not available for other countries. For additional information, please access the “Services” section or feel free to contact us at international@fancourier.ro.

For non-document shipments outside the European Union, the following documents are required:

• A copy of the EORI code assignment notification (https://www.customs.ro/e-customs/eori);
• A completed proforma invoice in euros, with product descriptions in Romanian;
• A completed packing list;
• A self-assessment form;
• A copy of the Company Registration Certificate and VAT Identification Code (CUI and CIF) for legal entities.

For individuals, in addition to the above documents, the following are also required:

• A declaration of responsibility stating the contents of the package (quantity, value);
• A customs representation authorization;
• A copy of the identity card.

FAN COURIER EXPRESS S.R.L. does not offer and provide dispatching services with declared value having the object of international postal dispatching.

For information regarding the shipment status, please access AWB Tracking, request details via email at international@fancourier.ro, or use the ticketing system available in selfAWB (Customer Support section in selfAWB).

In order to receive the proof of delivery, please feel free to send us a request at international@fancourier.ro.

The return requests need to be sent at international@fancourier.ro along with the AWB number.

You can send the correct/additional delivery data at international@fancourier.ro, specifying the AWB number.

FAN Courier Express is responsible for international postal items in accordance with the provisions of liability (compensation) applicable to internal postal items mentioned in the “General Conditions Regarding the Provision of Postal Services”. For more details, please access the link https://www.fancourier.ro/en/conditii-generale-privind-furnizarea-serviciilor-postale/

Please send us your request at international@fancourier.ro and sales.bucuresti@fancourier.ro

If you’ve sent a parcel and the recipient no longer wants it, and you wish to have it returned, you can submit a return request by creating a ticket in the SelfAWB app under “Customer Support” → “New Ticket,” selecting the category “Return.” If you don’t have a SelfAWB account, you can send a request with the AWB number to customer@fancourier.ro.

AWBs can be imported via an Excel file in .csv format from the “AWB – Import AWB” menu. The file must follow the structure of the provided template (model for internal AWB import).

The cost center is optional and only needs to be filled in if you want to track shipments by specific criteria. You can add a predefined cost center from “Edit Account” → “Account Options.” This option is available only for the main account (S in Cargo), not for branch locations.

You have two options:

1. Add a branch with the desired pickup address from the main account (go to “Edit Account” → “Branch Setup”). Once added, you can select that location for shipping.
2. Send an email with all shipment details to comenzi@fancourier.ro.

AWBs created in the app can be printed either immediately or later from the “Manifest” menu. In this menu, you can print all AWBs or only those within a selected date range (up to 300 AWBs per print batch).

If the AWB hasn’t been handed over to the courier, you must generate a new AWB with the correct address. If it has already been picked up, request the change via “Customer Support” → “New Ticket” in the SelfAWB app.
Note: Changing the delivery address may delay the delivery.

Yes. After generating the AWB, you must place the pickup order in the selfAWB app under “Courier Order.” Creating an AWB does not automatically schedule the courier.

Accounts may be blocked due to unpaid invoices in the FAN Courier system. For more information, please contact customer@fancourier.ro.

The page doesn’t specify this because the SelfAWB Occasional service is also used by customers who already have AWBs prepared. If you need to create one, we recommend using the FAN Courier mobile app.

Packaging materials can be ordered from the “Order Materials” menu in the SelfAWB app. This option is available only for customers with a service contract with FAN Courier. All packaging types come with specified dimensions. Materials will be delivered to the address linked to the ordering account.

If a blank page appears when accessing the AWB menu, you’ve likely logged into a Marketplace-dedicated account. For these accounts, AWBs must be generated directly through the marketplace platform.

Yes. You can view confirmations via the SelfAWB app in the “Customer Support” section. Click [here] to access the ticketing system and submit a ticket under “Scanned AWB Confirmation.” If the shipment has been delivered and the confirmation scanned, it will appear immediately. If not, a representative will send it once it becomes available in the digital archive. If you don’t have a SelfAWB account, send a request with the AWB number to customer@fancourier.ro. You can also check confirmations in “Reports → AWB Report,” by clicking “Track AWB Changes” or exporting from the “Export Scans” button. For international shipments, proof of delivery (scanned copy) is available free of charge upon request after the estimated delivery date.

Yes. To make your recipient list available across all branch accounts, go to “Edit Account” and select “YES” under “Share Recipients.”

If you’ve used SelfAWB in the last 30 days, invoices can be accessed in the “Financial” section. To download them, send your login username to facturare@fancourier.ro. You’ll receive a separate password that gives access to invoices in PDF format, and annexes in both PDF and Excel.

If the shipment is refused, it will be returned to the sender. The round-trip shipping cost will be covered by the sender.

We cannot guarantee that a shipment already in transit can be stopped. However, you can submit a ticket in the SelfAWB app under “Customer Support” → “New Ticket,” selecting “Return.”

If you have a selfAWB account, download it from “Reports → Bank Transfer Report.”
If you don’t have an account, send your request to customer@fancourier.ro or contcolector@fancourier.ro.

You can set up up to two email addresses per notification type from the main selfAWB account, in “Edit Account” → “Notification Settings.”

Go to “Edit Account” → “Access Password Settings.”

• “Branch password” is an additional password specific to each account and differs from the SelfAWB login password.

“Account password” is the main login password for selfAWB.

Add a new branch location from the main account under “Edit Account” → “Branch Setup.” Once added, you can log in directly or switch using “Select Another Account.”

The list can be downloaded from the “Useful” section in the selfAWB app.

Contact details for each branch/office are available on the FAN Courier website under “About” → “Locations.”

Shipping cost can be estimated on the FAN Courier website under “I’m a sender → Cost Estimation.” If you have a FAN Courier contract with preferential rates, use the SelfAWB app to estimate. Fill in all shipment details and click “Estimate Cost.”