Frequently Asked Questions

What is mail delivery time?

  • Delivery time for parcels from USA, Italy, Greece, Poland is 7-12 working days after receipt at the warehouse. 
  • Delivery time for parcels from Turkey is 3-5 working days after receiving them at the warehouse.


Working day refers to an 8-hour interval of a calendar day, excluding weekends and holidays.

How is the shipping price calculated?

a) When calculating the service fee for the Maleo parcel addressed to Georgia from Poland, the largest weight between the volumetric and exact weights of the parcel is taken into account and it is multiplied by the rate set by "Georgian Post" LLC for 1 kg.

b) When sending car parts from the USA to Georgia, the shipment handling fee is determined by multiplying the largest weight between the exact scales and the shipment volume by the rate set per 1 kg.

Explanation: The volumetric weight of the shipment is calculated by the following formula: Length of the shipment (cm) X Width (cm) X Height (cm) / 6000.


Except for the cases established by clauses a) and b), the calculation of the service fee for the Maleo shipment addressed to Georgia is carried out by multiplying the weight of the shipment by the tariff established by "Georgia Posti" LLC for 1 kg. However, if the weight of the shipment is less than 100 grams, for the purpose of calculating its fee, the weight of such shipment will be considered as 100 grams and the weight of the shipment over 100 grams addressed to Georgia from the USA will be rounded up to 50 grams.

How do I collect a mailpiece at a Maleo Service Center?

In order to collect your Maleo package from the service center, you need to present your identity document and room number.  If a third party is collecting parcel, he must present his identity document and the addressee's identity document or parcel verification code along with his own identity document. The package verification code is sent to the addressee, to the e-mail specified during registration on Maleo

How to register on Maleo?

Please watch a video tutorial here.

What are payment options?

Maleo shipping fees can be paid through the website or a payment machine kiosk. 

Warning: the sum placed on the client's account shall not be subject to withdrawal or/and transfer to another account.

Is a shipment weight rounded?

If the weight of the package is less than 100 grams, for the purpose of calculating its fee, such package will be considered as weighing 100 grams and the weight of the shipment over 100 grams addressed to Georgia from the USA will be rounded up to 50 grams.

Otherwise, weight is not rounded up.

How can I track my mail?

Track your mail on the Maleo website or enquire with the call center at (32) 224 09 09

Which shipments are subject to customs clearance?

The parcel is subject to customs clearance: if its value is 300 GEL or more; If there are 5 or more identical items in the parcel; If the weight of the parcel is over 30 kg.

For how long may shipments be stored a Service Center?

The storage period of the parcel is 30 days after entering the country

Is it possible to insure a shipment?

Shipments can be insured online through the Maleo website
Georgian Post does not provide insurance against complete or partial damage of the contents of mailpieces. 

Which items are unacceptable for shipping?
    • narcotics and psychotropic substances;
    • firearms and pneumatic weapons, as well as their parts or accessories;
    • inert explosive devices, explosives and military materials, including inert grenades and shells and suchlike  objects, as well as models of such objects;
    • laser sights;
    • paintball guns and accessories;
    • arbalets, arrows and bows;
    • radioactive, toxic, and infectious substances; 
    • lithium batteries or cells (spare or installed in the equipment they operate);
    • live animals, insects, stuffed animals, bones, fur;
    • plants and their seeds;
    • coins, banknotes, money;
    • platinum, gold, silver, precious stones, jewelry and other precious objects made of those materials, whose aggregated price exceeds 500 GEL;
    • Flammable goods (including paints; goods containing oils and liquids; cans containing any compressed substances).
Maleo Bonus Program

Maleo customer loyalty program allows the customers to cash back 5% of the spent amount

How to earn bonus points

Every 0.20 GEL of shipping payment earns  10 bonus points  equal 0.01 GEL.


Calculation of Bonus Points 

Amount in GEL
0.01 – 0.19              
0.20 – 0.3910
0.40 – 0.59
0.60 – 0.79
0.80 – 0.97

How to use bonus points

In the frame of Maleo Bonus Program, bonus points can be used to pay for Maleo shipments if the amount of points is sufficient to cover a shipping charge

Remote custom clearance

This service can be used by both - individuals and legal entities and is available throughout Georgia. To order the service, request must be made by pressing the “Custom clearance” button in the Customer Control Panel of the “Arrived in the service centre ” section and upload documents:

    • In case of individuals – Identity document and invoice.
    • In case of legal entities - Identity document, extract from the registry of legal entities, invoice and power of attorney (if the item is to be delivered to a company trustee).

You’ll be able to receive the item only after paying the fee for custom clearance.

In what case is the Maleo parcel not delivered to the warehouse in Greece, Italy, Turkey and Poland?

1. If you order an item from the online stores of Greece, Italy, Turkey, Poland, the parcel will be received by the Maleo warehouse of the respective country and sent to Georgia so that it will not be subject to the payment of customs duties according to the EU regulations.

2. If you order an item from an online store in a country other than Greece, Italy, Turkey, and Poland, and you specify the address of a warehouse in any of the Maleo countries, the parcel may be subject to VAT when entering the customs territory of the relevant country.

        Note that if the price of the item you paid when ordering the item does not include VAT, it will not be included in the Maleo warehouse and will be returned to the seller (online store).

How do I get a code to add an address to Trendyol?

After adding the address of the warehouse to the Turkish website, a field for entering the code will appear. To get a verification code, visit Maleo's personal account and click on the phone number in the Turkish address field, after which a window will appear where you will receive the verification code you requested.

Where can I read the Maleo Terms and Conditions?

Learn about the terms and conditions of Maleo at the link

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