Frequently Asked Questions

With the BRTcode you can follow your delivery in an easy, quick and independent way on brt.it website. ou will be able to change the shipping address (if authorized by the sender), change the date and time slot of delivery, choose the delivery to a BRT-fermopoint, request a pick-up at the branch, provide all the details to manage the goods on hold. Remember that not all shipments are the same, for this reason the features may not be available for your shipment.

You will find your BRTcode in the SMS or in the e-mails that you received for shipment custody, or on the notice left by the courier after the delivery attempt.

It is the easiest way to follow the status of your shipment: enter the home page of brt.it and insert your BRTcode in the box. Alternatively, by clicking the link in the e-mail and in the SMS about shipment custody you can directly access the monitoring and modification of your shipment.

If you are a subscribing customer, go to your reserved area and enter your BRT customer code. After entering the data required, you can view the delivery status and the waybill with the recipient's signature (P.O.D. Image). If you are the recipient of your shipment, go to the home page in the "where is my shipment" section and enter your BRTcode.

Go to the website to track and modify your shipment. Enter the BRTcode and the security code and check if you can change the delivery address. Such a change must be authorised by the sender: if you cannot change the address from the BRT website, directly contact the sender of your shipment.

The courier will leave a coupon with the details of the shipment, in the mailbox, and on the next business day he will make a new delivery attempt. If the sender has communicated his/her data, you will receive an e-mail or an SMS with the details of the new delivery. If you cannot be at home that day, enter the BRTcode in the "Where is my shipment" box on the home page and change the address (if you are authorised by the sender), the delivery date, choose a BRT-fermopoint or the branch pick-up.

In Italy the delivery is generally made within 24/48 hours: to find out the exact delivery time enter the zip code in the "calculate delivery times” section. In case of an international shipment by road, the delivery takes place within 48/72 hours in most European countries. For deliveries by air, it is necessary to consult the pdf at this link 

By logging in with your BRT customer number you will be able to track your request for a pick-up and monitor the status of your delivery. To access this information, you will need to know the name of the sender, the name of the recipient, the date of pick-up, the date on which you requested the pick-up or its reference number (number automatically assigned by the system when you enter the pick-up request).

Yes, if the sender has requested it when the goods are collected. With the PRIORITY service, the goods will arrive by 12 p.m. of the day after the pick-up, with no limits of weight, volume or number of parcels.

It is even more urgent? With the "10:30 a.m. Service" you have the delivery by 10:30 a.m. on the next morning after pick-up. With this service the parcel cannot exceed 100 kg and 0.5 cubic meters in volume. Warning: Calabria, Sicily, Sardinia and locations more than 800 km away require an additional 12/24 hours.

We cannot transport dangerous goods, perishable food and medicines. For further information, see "terms and conditions"

"Yes, quickly, 24 hours a day. If you have a customer code, go to your reserved area in the section Pickup Reservation and fill in all the required fields, even the non-mandatory ones for an even more efficient procedure. If you do not have a customer code, click on the following link and fill in all the required fields. To finalize your request, you will be contacted by our sales department for all the details."

At this link you can check the delivery times. The service allows shipping worldwide envelopes up to 2.5 kg, express parcels up to 68 kg and "messenger" type shipments with parcels weighing up to 1,000 kg.

At this link you can check the delivery times.

Of course, using the Express Messenger service: deliveries without weight or volume limits even within 24 hours from pick-up in all provincial capitals and hinterland *.

*Calabria, Sicily and Sardinia require 24 additional hours

Inside your reserved area, with the “track shipment on hold” function you can monitor the status of a blocked shipment and know why it was blocked. To unlock the shipment on hold, enter new instructions.

Your shipment may be on hold for several reasons: the recipient was absent, unknown or transferred, the delivery address is incorrect or incomplete, or the recipient refused the goods. To unlock the goods, log in to your reserved area, go to the "track shipment on hold" section and enter new instructions.

Yes, if you are the sender and you have a BRT customer code, access your reserved area, go to the "track and trace" section to unblock the shipment and enter new orders. If you are the recipient of the shipment click directly on the link you find in the email or sms we sent you and unblock the shipment or directly from track and tracing using the BRTcode

Yes, you can ask the recipient to pay cash on delivery or with cheques or bank drafts directly payable to you. Subject to further information, the cash-on-delivery shipment will be paid in cash up to 2,000€, beyond this amount only bank drafts payable to BRT S.p.A. will be accepted.

For shipments to Italy there are no limits to the amount. If you ship abroad, please contact your sales office to understand the limits of the amount provided for the different types of payment.

If the cash on delivery is in your name, the payment will be credited within 7 working days from the date of collection. If the cash-on-delivery shipment has been paid in cash, the refund times vary: every day by bank transfer, every 15 days by drawing cheque (sent via the priority service of Poste Italiane).

Only up to 2,000€.

Sure, go to your reserved area and enter your BRT customer code.

For any malfunction or report (the locker must be clean, the door does not close or is damaged, etc.), write us through the contact form at the bottom of the email received by BRT for collection.

Make sure you have scanned the barcode correctly. If the problem persists, you can go to a BRT-fermopoint to finish the shipment and please report the malfunction by filling in the form.

It is not possible to ship goods having even just one of the following requirements:

• Unpacked parcels: sheet metal, demijohns, boats, farm machinery, motor vehicles, crates or machinery which cannot be palletised. For foreign countries: personal effects, goods to be used at exhibitions and trade fairs, goods sent to PO boxes, deliveries to depots, deliveries within a time window;

• Precious goods, paintings, antique furniture, household goods, live plants and/or animals, temperature-controlled or easily perishable products, securities, paper titles, coins, lottery tickets or vouchers, non-reproducible items and documents, collections;

• Goods whose transport is prohibited by law (e.g. weapons, drugs, monopoly tobacco, revenue stamps, etc.), dangerous goods, waste medicines or materials for medical and/or biological research, inflammable or dangerous goods (ADR), goods subject to UTIF and/or legitimisation notes (mineral oils).

In the event that the aforementioned goods are wrongly consigned and accepted, no liability is undertaken and they may not be insured by BRT’s policies.

If you are the sender of the shipment, in order to request the opening of an insurance case, you must fill in the Damage form in your customer area. Please remember to provide all requested data and attach photographic evidence in case of damage.

If you are the recipient of the shipment and you have paid the transport costs to the courier or at the branch at the time of pick-up, you must fill in the form in this link. Please remember to provide all requested data and attach photographic evidence in case of damage.

If you are the recipient of the shipment and have not paid the transport costs to the carrier or at the branch at the time of pick-up, please directly contact your sender to let him know.

If you purchased a shipment online and are the sender of the shipment, you can submit a report using this form. The report in case of damage can only be sent by the sender. In the case of international shipments, it is advisable to add to the report the following data: packaging information (such as outer and inner material, dimensions, adhesive tape, label, any logos) content information (such as product description, brand, colour, quantity), photograph, value of goods in euro.

To ship a package, it is important that the packaging is done correctly. During transport, the goods must be stackable and easily handled. Always opt for good quality, resistant, rigid outer packaging; corrugated cardboard is the best choice. The cardboard must be resistant and strong, and be suitable in size for the goods to be shipped. H-seal the cardboard with good quality adhesive tape. The inner packaging is just as important as the outer packaging.

Depending on the type of goods to be shipped, always opt for solutions to protect the internal goods: e.g. bubble wrap and/or separators if you are shipping several items together.

For more information, read our tips.

Each time you purchase a shipment, you can only ship one package.

The package cannot weigh more than 31.5 kg, be longer than 175 cm or exceed the total dimensions of 300 cm, unless you choose delivery to a pick-up point, in which case the maximum weight is 20 kg, the maximum length is 100 cm and the maximum volume is 0.2 cubic metres.

If you request delivery to a locker, the package cannot weigh more than 20 kg, be longer than 50 cm or have a volume greater than 0.07 cubic metres.

It is only possible to be reimbursed for shipments of used items if the insured person is able to demonstrate the quality and actual value of the item shipped through appropriate documentation, such as:

1. a copy of the tax receipt or purchase invoice
2. in the event of sale between private individuals, a copy of the documentation certifying the transaction with an indication of the agreed price
3. photographic documentation of the shipped item

It is not always necessary to print the label. If you decide to ship from a BRT-fermopoint you can use the digital parcel label. If you decide to take the package to a BRT locker, you will need to print the label.

You can use a credit card to pay for shipping. Visa, Mastercard and Maestro circuits are accepted.