Help center

If your shipment has not been picked up as agreed, please proceed as follows:

• First, please wait until the pickup time slot for your order has ended
• Stay at the pickup location so that the driver does not miss you

Please note that the driver may only be a few minutes late. A high volume of orders or traffic can occasionally cause delays.

If the pickup time is already significantly exceeded, please create a support ticket with the following information for a new pickup:

• Pickup date
• Pickup time slot (2-3 hrs.)

Please note that we can only schedule same-day pickups until 3:00 pm.

Please contact customer service so that we can change the pickup date. Alternatively, you can also change the pickup address.

If you have already missed your pickup slot, a new pickup can usually only be scheduled for the next business day.

Your requested pickup time slot is always used as a guideline. JUMiNGO cannot guarantee that the delivery driver will pick up your shipment within the selected pickup time slot.

We do not handle the packages ourselves at any time, so we cannot directly influence a timely pickup. Here the responsibility rests on the shipping service providers. A timely pickup can be complicated by the workload of the shipping service provider as well as weather or traffic.

The driver may refuse to accept your shipment in the following cases:

• Incorrect package dimensions
• Prohibited shipping contents
• Incorrect packaging
• Missing shipping label
• Missing customs documents

You can drop off your shipment at the parcel shop. Please contact us via live chat, phone or create a support ticket so we can cancel your pickup for you.