{"id":97086,"date":"2025-06-03T13:48:23","date_gmt":"2025-06-03T11:48:23","guid":{"rendered":"https:\/\/www.trans-o-flex.com\/?page_id=97086"},"modified":"2025-06-03T13:48:23","modified_gmt":"2025-06-03T11:48:23","slug":"questions-and-answers","status":"publish","type":"page","link":"https:\/\/www.trans-o-flex.com\/en\/contact-persons\/questions-and-answers\/","title":{"rendered":"Questions and answers"},"content":{"rendered":"

[vc_section][vc_row][vc_column][dhsv_vc_intro decoration=”true” button_outlined=””]<\/p>\n

The most important questions and answers \u2013 everything at a glance.<\/span><\/h1>\n

[\/dhsv_vc_intro][dhsv_vc_page_anchors layout=”overlayed” anchors=”%5B%7B%22text%22%3A%22General%22%2C%22section_id%22%3A%22general%22%7D%2C%7B%22text%22%3A%22Toll%22%2C%22section_id%22%3A%22toll%22%7D%5D”][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1670948994304{background-position: center !important;background-repeat: no-repeat !important;background-size: contain !important;}” el_id=”general”][vc_row][vc_column][vc_empty_space height=”100px” mobile_height=”30px” tablet_height=”60px”][vc_column_text]<\/p>\n

General questions and answers<\/h2>\n

[\/vc_column_text][vc_empty_space height=”60px” mobile_height=”10px” tablet_height=”30px”][\/vc_column][\/vc_row][vc_row][vc_column][dhsv_vc_accordion_container][dhsv_vc_accordion_item title=”Is the delivery time shown in the shipment tracking binding?”][vc_column_text css=””]<\/p>\n

The estimated delivery time is shown in the shipment tracking. The actual delivery time may change during the course of the route due to unforeseen events such as traffic jams. These changes are not currently displayed.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”I have seen that my parcel is being delivered today. Can I influence the delivery time?”][vc_column_text css=””]<\/p>\n

Unfortunately, it is not possible for us to change the delivery time during the route. Regular deliveries are made from Monday to Friday between 8am and 5pm and on Saturdays between 7am and 2pm. Our Customer Service Team is unable to contact the delivery driver directly.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Can I collect my consignment myself from a tof branch?”][vc_column_text css=””]<\/p>\n

In principle, you can collect your consignment from one of our branches, provided it is not a refrigerated consignment (2-8\u00b0C). You can find our locations under the following link ( https:\/\/www.trans-o-flex.com\/kontakt\/standorte-deutschland\/ or https:\/\/www.trans-o-flex.com\/kontakt\/#karte). We recommend contacting our Customer Service in advance so that we can prepare your consignment for you.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”How can I make a claim for transport damage\/loss?”][vc_column_text css=””]<\/p>\n

Transport damage or loss can only be claimed by the shipper. We recommend that you contact your sender.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”I am not present on the day of delivery, can the delivery driver leave my consignment?”][vc_column_text css=””]<\/p>\n

A consignment may only be left if written authorisation has been given in advance. You can issue the drop-off authorisation in the trans-o-flex insight app.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”I am not present on the day of delivery, can the consignment be delivered to a different address?”][vc_column_text css=””]<\/p>\n

A change of delivery address can only be requested by the sender. We recommend contacting your sender.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Is it possible for the driver to call me 30 minutes before the planned arrival time?”][vc_column_text css=””]<\/p>\n

Unfortunately, it is not possible for us to notify you of the planned arrival time by telephone.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”I have a complaint about a delivery. Who can I contact?”][vc_column_text css=””]<\/p>\n

Please submit complaints to us in writing. Please use our contact form.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”My refrigerated parcel (Thermomed 2-8\u00b0C) could not be delivered twice. Can I request a third delivery attempt?”][vc_column_text css=””]<\/p>\n

A third delivery attempt for your ThermoMed (2-8\u00b0C) consignment can only be requested by the sender. We recommend contacting your sender.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”What can I send?”][vc_column_text]<\/p>\n

Almost everything, actually. However, we are bound to system-relevant and legal framework conditions in a specialised network geared to pharmaceuticals and hi-tech. For example, we do not transport any living things or products that cause cross-contamination or contaminate other goods (e.g. poorly and improperly packed lubricants, oils or toxic substances, loose or unpacked goods, etc.). In many cases we offer our special transport or dangerous goods solutions, which we would be happy to inform you about in a personal conversation. The permissible dimensions and weights as well as which goods are excluded from carriage can be found in our General Terms and Conditions and their appendices. For particularly large goods or consignments with more than 10 pallets, we have direct delivery options \u2013 for example with trans-o-flex charter or trans-o-flex direkt.<\/h4>\n

You are welcome to use our contact form<\/a> or just give us a quick call +49 6201 988 444.<\/a> We look forward to hearing from you!<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Where can I find prices for the services offered?”][vc_column_text]<\/p>\n

You will find the prices for our range of services on trans-o-flex now if you wish to order directly. However, for pricing purposes we need some information about the goods to be shipped and your preferred service. For an individual offer, we recommend that you contact us. The costs of a shipment or logistics service are often highly specific and individual and can therefore best be determined in close coordination.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Something didn’t work out, now what?”][vc_column_text]<\/p>\n

We are always very keen to help you as quickly as possible. If you have any questions that we have not answered here, please contact us. The best way is by calling us on +49 6201 988 222<\/a> or by e-mail<\/a>. <\/span>Your consignment has not yet been collected, your consignment cannot be found in the tracking system, the consignee has not yet received the goods … we will find a solution.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”I am conducting a tender and would like to invite trans-o-flex to participate. Who do I approach?”][vc_column_text]<\/p>\n

Are you planning a tender for a regular partial volume or for your total volume and would like to include us in the group of suppliers? Are you looking for a warehouse location with or without special requirements for your goods? In trans-o-flex’s tender management, we accept tender projects centrally and coordinate all the related steps: from the confidentiality agreement to the cost estimate and the final offer. We look forward to receiving your message via e-mail<\/a><\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][\/dhsv_vc_accordion_container][\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”150px”][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1671088648296{background-position: center !important;background-repeat: no-repeat !important;background-size: contain !important;}” el_id=”toll”][vc_row][vc_column][vc_column_text]<\/p>\n

Questions and answers about tolls<\/h2>\n

[\/vc_column_text][vc_empty_space height=”60px” mobile_height=”10px” tablet_height=”30px”][\/vc_column][\/vc_row][vc_row][vc_column][dhsv_vc_accordion_container][dhsv_vc_accordion_item title=”How is the toll charge calculated?”][vc_column_text]<\/p>\n

The toll rates in Germany are laid down in the Bundesfernstra\u00dfenmautgesetz (German Federal Trunk Road Toll Act). The total amount is calculated by multiplying the distance travelled by a vehicle or vehicle combination on toll roads by the toll rate (cents\/km). The toll rate includes a percentage for the air and noise pollution and infrastructure costs incurred.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”When is the toll paid?”][vc_column_text]<\/p>\n

The toll levy will be shown as a separate invoice item. In this way, trans-o-flex ensures transparency and emphasises that these are government charges that the company has to pay via its transport partners.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Where can I find the currently valid toll regulation?”][vc_column_text]<\/p>\n

You can find the legal basis for the currently valid toll regulation under:
\nGerman Federal Trunk Road Toll Act (BFStrMG)<\/a>
\nGerman Truck Toll Regulations<\/a>
\nFederal Trunk Road Toll Regulation on Junctions<\/a>
\nhttps:\/\/www.toll-collect.de\/en<\/a><\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”Is the toll charge subject to VAT?”][vc_column_text]<\/p>\n

The toll charge is a levy under public law and is not subject to VAT for the person who pays it.
\nIf the forwarding company charges its customers for the toll incurred, however, the corresponding amount is subject to VAT.
\nWe therefore treat the tax liability in the same way as amounts invoiced for services rendered.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][dhsv_vc_accordion_item title=”If I have questions about my invoice, who do I contact?”][vc_column_text]<\/p>\n

If you have any questions about invoices, please do not hesitate to contact our Customer Service Billing team. You can reach us by email<\/a>.<\/h4>\n

[\/vc_column_text][\/dhsv_vc_accordion_item][\/dhsv_vc_accordion_container][vc_empty_space height=”60px”][\/vc_column][\/vc_row][\/vc_section][vc_section full_width=”stretch_row” section_background=”bg-gradient-gray”][vc_row][vc_column][vc_empty_space height=”100px”][vc_column_text css=””]<\/p>\n

Couldn’t find your question? Then get in touch with us!<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row el_id=”form”][vc_column][vc_empty_space height=”25px”]