Shipping policy

Shipping and Delivery Policy - The Pack Stock

Last Updated: 23 January 2026

This policy governs all shipments of glass containers, plastic packaging, closures, and related products from The Pack Stock (Berlin Packaging Netherlands B.V.) to customers in the Netherlands, Belgium, and Germany.

Company Information:

  • Berlin Packaging Netherlands B.V. (trading as The Pack Stock)
  • Chamber of Commerce (KVK): 39087032
  • Headquarters: Bijsterhuizen 2401, 6604LK Wijchen, The Netherlands
  • Warehouse/Dispatch Center: Protonweg 2, 4706 PK Roosendaal, The Netherlands

Section 1: Geographic Coverage and Service Areas

Delivery Territories:

We provide shipping services exclusively within the European Union to:

  • Netherlands: All postal codes and addresses
  • Belgium: All postal codes and addresses
  • Germany: All postal codes and addresses

Service Exclusions:

We do not deliver to:

  • PO Box addresses (physical delivery address required)
  • Military installations or APO/FPO addresses
  • Islands requiring special ferry transport (unless specifically arranged)
  • Addresses inaccessible to commercial delivery vehicles

Intra-EU Shipping Benefits:

All deliveries occur within the EU customs union, providing:

  • No customs duties or import taxes
  • No customs clearance delays
  • Streamlined VAT treatment
  • Free movement under EU single market regulations

Section 2: Order Processing and Dispatch

Processing Timeline:

Standard Processing: Orders placed on business days before 14:00 CET are typically processed and dispatched the same day, subject to stock availability and payment verification.

Extended Processing: Orders placed after 14:00 CET, weekends, or Dutch public holidays are processed on the next business day.

Large/Custom Orders: Bulk orders and custom products may require 2-5 working days processing time, which will be communicated at order confirmation.

Order Confirmation:

You will receive:

  1. Immediate confirmation upon order placement
  2. Dispatch notification with tracking information when goods are handed to carrier
  3. Delivery confirmation upon successful delivery

Section 3: Shipping Methods and Carrier Selection

Due to the specialized nature of glass and plastic packaging, we utilize different shipping methods based on order characteristics:

Parcel Delivery (Small Orders):

  • Used for lightweight items, plastic closures, and small quantities
  • Carriers: PostNL, DHL, UPS
  • Full tracking provided
  • Delivery to door or reception desk

Pallet Freight (Bulk/Heavy Orders):

  • Required for large quantities, heavy glass products, and bulk orders
  • Specialized freight carriers experienced in glass handling
  • Important Limitation: Pallet deliveries are curbside only
  • Driver will unload pallet to nearest accessible paved surface using tail lift
  • Not included: Transport inside buildings, up stairs, or through narrow access

Carrier Selection: We select the most appropriate carrier based on destination, product fragility, weight, and delivery requirements. Carrier choice remains at our discretion unless specifically agreed otherwise.

Section 4: Delivery Timeframes

Estimated Transit Times (from dispatch date):

Destination Parcel Delivery Pallet Delivery
Netherlands 1-2 business days 2-3 business days
Belgium 2-3 business days 3-4 business days
Germany 3-4 business days 4-5 business days

Important Disclaimers:

These are estimated timeframes only, not guaranteed delivery dates. Actual delivery times may vary due to:

  • Carrier capacity and performance
  • Weather conditions and seasonal peaks
  • Local delivery accessibility
  • Product handling requirements for fragile glass

Consumer Rights: Under EU Consumer Rights Directive, if we fail to deliver within 30 days (or agreed timeframe), consumers may cancel and receive full refund including shipping costs.

Section 5: Risk Transfer and Liability

Risk transfer rules differ significantly between consumer and business customers under Dutch law:

Consumer Customers (B2C):

Risk Transfer Point: Under Article 7:6 of the Dutch Civil Code, risk passes to consumers only when you (or a designated third party) physically take possession of the goods.

Our Responsibility:

  • All transit risk and insurance
  • Replacement or refund for goods damaged during shipping
  • Collection and redelivery of damaged items at our expense

Business Customers (B2B):

Standard Terms: Unless explicitly agreed otherwise, deliveries follow CPT (Carriage Paid To) Incoterms 2020

Risk Transfer Point: Risk passes from us to you when goods are handed over to the carrier at our Roosendaal warehouse.

Your Responsibility:

  • Goods-in-transit insurance (strongly recommended)
  • Filing damage claims with carriers (we will assist)
  • All costs and risks from carrier collection point

Alternative Arrangements: Other Incoterms (DAP, FCA, Ex Works) available by written agreement before order placement.

Section 6: Critical Inspection Requirements

Due to glass fragility and contamination risks, strict inspection procedures apply:

Consumer Customers (B2C):

Recommended Procedure:

  • Inspect outer packaging before signing delivery receipt
  • Note any visible damage on delivery documentation
  • Photograph damaged packaging immediately
  • Report damage within 48 hours to help.nl@thepackstock.com

Business Customers (B2B) - Mandatory Inspection:

Upon Delivery (Before Signing Receipt):

  1. Inspect outer packaging for crushing, moisture, or visible damage
  2. Count packages/pallets against delivery documentation
  3. Note ALL discrepancies or damage on carrier's delivery receipt
  4. Photograph damaged packaging from multiple angles
  5. Refuse delivery if severely damaged

Within 48 Hours of Delivery:

  1. Open all packages and inspect contents thoroughly
  2. Check glass items for cracks, chips, or structural defects
  3. Verify plastic products for deformation or damage
  4. Count actual quantities against order documentation
  5. Test sample closures for threading and functionality

Reporting Requirements:

  • Visible defects: Report within 2 working days with photographic evidence
  • Hidden defects: Report immediately upon discovery
  • Quantity discrepancies: Report within 2 working days

Critical Consequence: Failure to inspect and report within specified timeframes constitutes acceptance of goods in delivered condition. Late claims may be rejected under Dutch commercial law.

Industry Standard Tolerances:

The following variations are acceptable and not grounds for return:

  • Glass dimensions: ±2mm on height and diameter
  • Plastic dimensions: ±3mm on stated measurements
  • Quantities: ±3% on orders over 1,000 units
  • Breakage tolerance: Up to 3% breakage for bulk glass shipments is industry standard

Section 7: Shipping Costs and VAT Treatment

Cost Calculation:

Shipping costs are determined by:

  • Total weight and volume of order
  • Destination country
  • Delivery method (parcel vs. pallet)
  • Special handling requirements for glass products
  • Selected service level (standard vs. express where available)

Cost Transparency: All shipping costs are clearly displayed at checkout or quoted in writing for B2B orders before confirmation.

VAT Treatment for Intra-EU Shipments:

Consumer Sales (B2C):

  • Netherlands customers: Dutch VAT (21%) applied
  • Belgium/Germany customers: Destination country VAT applied according to current EU thresholds

Business Sales (B2B):

  • Valid VAT number required for zero-rated intra-community supply
  • Reverse charge mechanism applies - you account for VAT in destination country
  • VAT number verification via EU VIES system - invalid numbers result in Dutch VAT application

Section 8: Delivery Issues and Problem Resolution

Failed Delivery Attempts:

Parcel Deliveries:

  • Carriers typically attempt 2-3 deliveries
  • Packages held at depot or pickup point for collection
  • Tracking information provides collection details

Pallet Deliveries:

  • Your presence required for acceptance and signature
  • Re-delivery fees apply if delivery fails due to:
    • No one present to receive
    • Inaccessible delivery location
    • Inadequate unloading facilities

Damaged Goods Resolution:

Consumer Process:

  1. Note damage on delivery receipt and photograph
  2. Contact help.nl@thepackstock.com immediately
  3. Retain damaged goods and packaging for inspection
  4. We arrange collection and replacement at our expense

Business Process:

  1. Follow mandatory inspection procedure
  2. Document damage with photographs and delivery receipt notes
  3. Report within 2 working days with evidence
  4. We assist with carrier claims and provide replacement/credit

Lost or Significantly Delayed Shipments:

Investigation Timeline:

  • Contact us if shipment shows no tracking movement for 3 consecutive working days
  • We initiate carrier investigation immediately
  • Resolution or replacement provided within reasonable timeframe

Consumer Protection: Full refund including shipping costs if shipment confirmed lost or delayed beyond reasonable limits.

Section 9: Special Handling for Glass Products

Protective Measures:

All glass shipments include:

  • "Fragile" labeling on all packages
  • Specialized cushioning and protective dividers
  • Corner protection and pallet strapping for bulk orders
  • Carrier selection based on glass handling experience

Breakage Policy:

Industry Standard: Breakage up to 3% of total glass order quantity is considered acceptable industry tolerance.

Excess Breakage: Claims accepted only for breakage exceeding 3%, with photographic evidence and proper damage reporting within required timeframes.

Replacement Process: Confirmed excess breakage results in immediate replacement or credit at our discretion.

Section 10: Contact Information and Customer Support

Customer Service Team:

  • Email: help.nl@thepackstock.com
  • Phone: +31 24 34 42 360
  • Business Hours: Monday-Friday, 09:00-17:00 CET
  • Closed: Saturday, Sunday & Dutch Public Holidays

For Shipping Inquiries, Please Provide:

  • Order number and date
  • Tracking number (if available)
  • Delivery address
  • Detailed description of issue
  • Photographic evidence (for damage claims)

Response Commitment:

  • Email inquiries: Within 24 working hours
  • Phone support: Immediate assistance during business hours
  • Urgent delivery issues: Priority handling

Company Addresses:

Headquarters (Registered Office): Berlin Packaging Netherlands B.V. Bijsterhuizen 2401 6604LK Wijchen The Netherlands

Warehouse and Dispatch Center: The Pack Stock Warehouse Protonweg 2 4706 PK Roosendaal The Netherlands (Shipping address only - not a visit address)

Section 11: Legal Compliance and Updates

Governing Law:

This shipping policy complies with:

  • Dutch Civil Code (Burgerlijk Wetboek): Risk transfer and delivery obligations
  • EU Consumer Rights Directive 2011/83/EU: Consumer protection standards
  • CMR Convention: International road transport within EU
  • Incoterms 2020: Business customer delivery terms

Consumer Rights Preservation: Nothing in this policy limits mandatory statutory rights under Dutch, Belgian, or German consumer protection law.

Policy Updates: We reserve the right to update this policy to reflect legal changes, operational improvements, or carrier modifications. Material changes will be posted with updated effective date and do not affect orders already placed.

Acknowledgment: By placing an order, you acknowledge understanding and agreement to these shipping terms appropriate to your customer status (consumer/business).

For all shipping-related inquiries, delivery coordination, or problem resolution, contact our customer service team at help.nl@thepackstock.com or +31 24 34 42 360 during business hours.