Penguin Boxes

Parcels weighing up to 15 kg and sized up to 50 × 50 × 50 cm. Applies both to pick up and drop off. 

Just post the data online, print and attach the address label, or write the posting code on the parcel. Scan the label at a Penguin Box or enter the posting code from the parcel.

Place the parcel into the locker, push the done button, close the locker – and that’s it.  More information.

Never place an unlabelled parcel (without a label or posting code) into a self-service box.

The pickup is very fast and intuitive. Just enter the pickup code you will find in the text or email notification or in the mobile application. Remove your parcel from the open locker, close the locker – and that’s it.

Yes. However, the COD amount must be paid online before picking up the parcels. Use the link in the received notification to make the payment. The COD amount can also be paid in the Balíkovna mobile application or through Apple Pay or Google Pay.  Penguin Box do not accept card payments. 

You will be notified by email and receive the pickup instructions as soon as the parcel is placed in the Penguin Box. They will include a link to the payment gateway for a safe payment of the COD amount. 

No problem. Just write the posting code on the parcel and manually enter this code on the box’s display when sending from a Penguin Box.

Never place an unlabelled parcel (without a label or posting code) into a self-service box.

Yes.

The pickup time cannot be extended. Your reservation of a locker for the parcel is for a precisely set limited period of time.

If the parcel does not fit the open locker, choose another locker on the Penguin Box screen. A list of available sizes will appear. Choose a larger or smaller locker according to the displayed instruction. For more information see the User Manual.

If the parcel does not fit the open locker, choose another locker on the Penguin Box screen. Then push the none suitable button.

Confirm the choice on the following screen to cancel the sending. You will then be able to send the parcel from another Balíkovna location or self-service box.

For more information see the User Manual.

From any Penguin Box in our network.

The parcel will be sent back to the sender.

The screen will inform you that the Pengiun Box is full and cannot accept any further parcels. Try another self-service box or Balíkovna location.

Each locker has a customer support phone number displayed. Please call, state the location of the locker, and follow the operator’s instructions.  

If you cannot collect your parcel, call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office. 

If you cannot send your parcel, please use another locker. You may also try collecting or sending the parcel later. 

Parcels should not arrive damaged, but if you find yours is: Do not leave it in the locker – please collect it. 
 

Photograph the parcel immediately in the condition you found it (ideally still in the locker). If you cannot take a photo, you must present the parcel for a claim in the same condition, including both outer and inner packaging. 
 

A claim must be made at any Czech Post’s branch within 2 working days of collection. Full details of the claims procedure. 

Please call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office. 

First, check that you really entered the correct code and that you are at the correct locker – your notification always contains a direct link to the parcel’s location.  
 

Try the action again after a short while. 
 

If the locker still does not open, contact the locker’s customer support. The phone number is displayed on every locker. Provide the parcel number, the locker’s location, and describe the problem. 
 

Then call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office. 

Each locker has a customer support phone number displayed. Please call, state the location of the locker, and follow the operator’s instructions.  
 

Please call the Balíkovna helpline on 218 218 218. They will file a request to trace your parcel and record that a different parcel is in the locker. 
 

Do not take the parcel with you under any circumstances – please close the locker door. 

Once the deadline has passed, the parcel is returned to the sender. Please contact the sender directly to arrange the next steps.