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FAQ – Paper Train Tickets Delivery

TABLE OF CONTENTS:

A) E-MAILING THE TICKETS

1. Can you send me the tickets by email?

NO. If you bought hard-paper train tickets, you must have the ticket originals while travelling. That is why you must either collect the tickets in person in our Prague office or let it deliver physically to your home/work/hotel address.

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B) PICKING UP THE TICKETS

2. Can I pick up my tickets at a train station in Prague/anywhe­re else?

NO. We offer pick-up only in our Prague office. Another option is delivery of the tickets to your home/work/hotel address.

3. Is your office at a train station?

NO. Our office is near the Prague castle. It is a famous tourist destination. We recommend coming to our office on your way to/from the castle. Take subway to station Malostranská (green line). Then one stop by trams 12, 15, 20 or 22 to Malostranské náměstí. How to get from the tram stop to our office – map

4. When can I pick up the tickets?

Make sure to come during the visiting hours. Monday – Friday, 9 am – 5 pm.

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C) CHOOSING A DELIVERY ADDRESS

5. Can you deliver my tickets worldwide?

YES. We deliver almost all around the world. Make sure to put all details about your residential/work address correctly while ordering the tickets.

6. Can you deliver the tickets to a rented flat/apartmen­t/AirBnB and such?

NO. Unless there is a reception desk at that address we cannot deliver to any accommodation like this. The tickets must be signed for by somebody-that is why the delivery to rented flats almost always ends up with failed delivery and loss of tickets.

7. Can you deliver the tickets to my friend's/landlor­d's/host's ad­dress?

YES, BUT. You must address it to the real recipient's address including his/her name+e-mail+cell phone number.

8. Is it safe to deliver the tickets to my hotel/hostel?

YES. We deliver the tickets to hotels/hostels all around Europe daily. The accommodation must have a reception desk. You must write us the name under which you booked the hotel and your check-in date. The tickets will arrive few days before your arrival there and they have to accept them for you, so we recommend to inform the hotel about the upcoming envelope's arrival. Further you will also receive a tracking number, so that you can follow the delivery progress.

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D) THE DELIVERY PROCESS

9. Can the delivery service/post leave my tickets in my mailbox?

NO, NEVER. Delivery companies can never just drop the envelope in the mailbox, rather somebody has to sign for it.

10. Can I change my delivery address?

YES (IF). If the tickets were not sent yet, the change of address is free of charge. If the tickets are being delivered already, you will have to pay a fee of approx. 12 EUR to make this change happen (if the reroute is within one city). This service is never 100% guaranteed. If you are asking for reroute NOT within one city, additional charges apply. Please note that these charges are usually very high.

11. What if my tickets get lost during the delivery?

COURIER to a Prague hotel: If the tickets are lost in a hotel, you need to make the claim there.

POST: The parcel is neither tracked nor insured. You will have to buy completely new tickets.

DHL, FEDEX: The parcel is insured, you will get completely new tickets or a full refund.

12. What if the delivery fails?

You do not receive any refund or compensation if the delivery fails due to:

  • an incorrect or incomplete delivery address
  • incorrect contact information (functional telephone, e-mail)
  • the fact that you are unavailable and nobody is at the delivery address.
  • failing to comply with any obligation listed in this document

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E) DELIVERY AND HANDLING CHARGES

  • FedEx, DHL: 22 – 40 €, depending on country+city+zip code combination.
  • Regular mail (Standard Post): 16 € (Europe only)
  • Prague hotel Courier delivery: 15 €
  • Collection from Prague office: 10 €

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F) MORE INFORMATION ABOUT THE DELIVERY METHODS

There are 4 forms of delivery.

FedEx express service to your home/work address or hotel

  • FedEx delivers the train tickets to the requested address during the day and in person. If the deliveryman cannot reach the address indicated by you (e.g. unknown address, unknown addressee, incomplete address, wrong address, nobody is available at the address), then the parcel is stored in a local FedEx office for you to collect.
  • In case you order a delivery to your work address, the deliveryman usually tries to perform the delivery twice and leaves a note at the address on the expected time of the delivery.
  • If the delivery fails (nobody collects train tickets) the parcel is returned to us and will be destroyed and you have to order the product and the delivery again.
  • This Standard parcel is insured and contains a tracking code which is automatically sent to your e-mail address immediately after the tickets are sent.
  • Once provided, the address cannot be changed after the sending of the tickets. Changes to delivery address information after the order has been shipped will result in at least 12 € charge (only advanced payment with credit card is accepted).
  • We are unable to process orders for delivery to P.O. Boxes or APOs, rented flats like AirBnBs etc..
  • A correct address and telephone number are necessary for the delivery. An incorrect shipping address and/or telephone number may result in return delivery without any possibility to claim a full refund (see the Refund section).
  • The usual shipping time is 1–2 days around Europe, 2–3 days in the rest of the world except for remote locations.

DHL express service to your home/work address or hotel

  • FedEx delivers the train tickets to the requested address during the day and in person. If the deliveryman cannot reach the address indicated by you (e.g. unknown address, unknown addressee, incomplete address, wrong address, nobody is available at the address), then the parcel is stored in a local FedEx office for you to collect.
  • In case you order a delivery to your work address, the deliveryman usually tries to perform the delivery twice and leaves a note at the address on the expected time of the delivery.
  • If the delivery fails (nobody collects train tickets) the parcel is returned to us and will be destroyed and you have to order the product and the delivery again.
  • This Standard parcel is insured and contains a tracking code which is automatically sent to your e-mail address immediately after the tickets are sent.
  • Once provided, the address cannot be changed after the sending of the tickets. Changes to delivery address information after the order has been shipped will result in at least 12 € charge (only advanced payment with credit card is accepted).
  • We are unable to process orders for delivery to P.O. Boxes or APOs, rented flats like AirBnBs etc..
  • A correct address and telephone number are necessary for the delivery. An incorrect shipping address and/or telephone number may result in return delivery without any possibility to claim a full refund.
  • The usual shipping time is 1–2 days around Europe, 2–3 days in the rest of the world except for remote locations.

Posted By Standard Mail

Regular Mail (Standard Post) delivery

This option is available only for parcels costing up to € 200 (Europe only).

The envelope is not insured and does not offer any real-time tracking outside of the Czech Republic. Once the tickets are shipped, the customer receives an e-mail with the parcel’s tracking number.

The usual shipping time is 7–14 working days.

By choosing this delivery option, the customer has all the responsibilities in case the post delivery is not successful for whatever reason. If the tickets are not delivered in time or not delivered at all (incorrect address, envelope lost on the way…), Czech-Transport does not bear any responsibility for that and no claims will be accepted.

The Regular Mail (Standard Post) delivery follows these steps:

  • First, we check the ticket value. If it is over €200, we contact the customer. Another delivery method must be chosen and the delivery fee balance must be paid.
  • Once the tickets are printed, they are shipped to the requested address. The customer receives the tracking number by e-mail.
  • Once the parcel is in the destination country, the local postman delivers the envelope to the recipient’s ma­ilbox. In most countries the customer must be at the address at the time of delivery – if there is no one at home, the envelope is stored at the local post office for a period of time (usually 10 days) before the parcel is returned/destroyed.
  • The usual shipping time is 7–14 working days. This shipping time is NOT guaranteed though!
  • If the customer does not receive the parcel within 15 business days, they are obliged to contact the local post office with the parcel's tracking number from Czech-Transport.
  • See information about delivery time to different destinations.

Courier delivery to Prague hotel/hostel

  • During the booking process you will be asked for the hotel's name+ad­dress, your check-in name and check-in date.
  • Tickets are couriered usually 1–3 days before the guest's arrival. The receptionist signs for them, the customer receives an e-mail notification. Then the tickets are stored at the reception desk under the customer's name and wait for his/her arrival
  • We recommend to notify the hotel/hostel reception about the upcoming envelope's delivery
  • We never deliver to accommodation without a reception desk
 

Collection in our Prague office

  • You can order train tickets in advance and they can be stored in our office in Prague. In our booking form, the customer provides information about the estimated date of personal collection, the tickets can be collected anytime earlier/later. – If the tickets are not collected before the travel date, pthey expire
  • You can ask someone to pick up the tickets in our office on your behalf-in such a case please inform us beforehand
  • Upon collecting the tickets Czech-Transport staff will explain how the tickets work and the customer signs for the ticket's reception

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Last update: 2019-12-03