Frequently Asked Questions

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

After adding the address of the warehouse to the Turkish website Trendyol.com, 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.

USA

Monday - Friday 9:00 – 17:00

Saturday, Sunday - Closed

GREECE

Monday - Saturday 10:00 – 19:00

Sunday – Closed

TURKEY

Monday - Friday 10:00 – 18:00

Saturday 10:00 – 14:00

Sunday – Closed

ITALY

Monday - Sunday 9:00 – 20:00

POLAND

Monday - Saturday 10:00 – 18:00

Sunday – Closed

UNITED KINGDOM

Monday - Friday 09:00 – 18:00

Saturday 10:00 – 15:00

Sunday – Closed

GERMANY

Monday - Saturday 06:00 - 19:00

Closed on Sunday

FRANCE

Monday - Friday 10:00 – 18:00

CHINA

Monday - Saturday 10:00 – 18:00

Sunday – Closed

Please watch a video tutorial here.

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

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.

See the document on the personal data processing policy at thelink.

Learn about the terms and conditions of Maleo at the link

The cost of a Maleo shipment is calculated based on the shipment weight and the applicable rate per 1 kg for the respective country.

If the shipment weighs less than 100 grams, its weight is rounded up to 100 grams for the purpose of calculating the service fee.

For shipments weighing more than 100 grams, the weight is rounded as follows:

• USA — to the nearest 50 grams;
• China — to the nearest 100 grams;
• All other countries — to the nearest 20 grams.

USA:

Standard tariff — 1 kg — $8.00

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following cases:

• If the shipment contains an automotive part, the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 50 g.

Greece:

Standard tariff — 1 kg — €3.00

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

Turkey:

Standard tariff — 1 kg — $3.50

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

Italy:

Standard tariff — 1 kg — €4.00

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

Poland:

Tariff — 1 kg — €6.00

The transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

United Kingdom:

Tariff — 1 kg — £6.50

The transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

Germany:

Standard tariff — 1 kg — €8.00

Promotional tariff — 1 kg — €6.00
(from September 1 to December 31, 2026)

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

France:

Standard tariff — 1 kg — €5.50

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the shipment weighs more than 30 kg or its dimensions exceed 1.05 m × 1.05 m × 1.05 m (maximum dimensions: 2 m × 2 m × 2 m), the transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, shipments weighing less than 100 g are rounded up to 100 g, while shipments weighing more than 100 g are rounded to the nearest 20 g.

China (Air):

Tariff — 1 kg — $12.50

Promotional tariff — 1 kg — $10.50
(from August 21 to September 30, 2026)

The transportation fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, the shipment weight is rounded to the nearest 100 g.

China (Land):

Promotional tariff — 1 kg — $2.85
(from May 15 to December 31, 2026)

The transportation fee is calculated by multiplying the shipment weight by the applicable tariff per 1 kg, except in the following case:

• If the dimensions of the shipment exceed 60 cm × 60 cm × 60 cm, the service fee is calculated based on the dimensional and actual weight of the shipment, using the higher of the two values, multiplied by the applicable tariff per 1 kg.

• For the purpose of calculating the fee, the shipment weight is rounded to the nearest 100 g.

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

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

1. Registration Instructions for Alibaba;
2. Registration Instructions for Pinduoduo;
3. Registration Instructions for Taobao;
4. Registration Instructions for 1688;

• Delivery time for parcels from China (air), USA, Italy, Greece, Poland, United Kingdom and France is 7-12 working days after receipt at the warehouse. 
• Delivery time for parcels from Germany is 10 working days after receiving them at the warehouse.
• Delivery time for parcels from Turkey is 3-5 working days after receiving them at the warehouse.
• Delivery time for parcels from China (land) is 30-40 working days after receiving them at the warehouse.
• Delivery time for parcels from China (air) is 5-7 working days after receiving them at the warehouse.

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

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.

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.

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 

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

1. If you order an item from the online stores of Greece, Italy, Turkey, Poland and France 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, Poland and France 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).

Maleo overseas warehouses working hours during Christmas and New Year:

America: Closed on December 25, January 1 and 2.

The last flight of the current year will be sent on December 26. The first flight of 2026 will be carried out on January 9.

Turkey: Closed on December 29 to January 5.

The last flight of the current year will be sent on December 24. The first flight of 2026 will be carried out on January 7.

England: Closed on December 25, 26 and January 1, 2, 6.

The last flight of the current year will be sent on December 27. The first flight of 2026 will be carried out on January 8.

Greece: Holidays - December 25, 26 and January 1, 2, 6.

Italy: Holidays - December 25, 26 and January 1, 2, 6.

Poland: Holidays - January 1, 2, 3 and 6, 7.

Spain: Holidays - December 25 and January 1, 6.

France: Holidays - December 24, 25, 26, 31 and January 1.

The last flight of the year will depart on December 29.

In Europe, flights from France, Greece, Spain, Italy and Poland will be delayed due to a farmers' strike

1. Instructions for adding an address on Alibaba;
2. Instructions for adding an address on TaoBao;
3. Instructions for adding an address on 1688;
4. Instructions for adding an address on Pinduoduo;

• 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).

Additionally prohibited from China:

• Oxidizing substances and organic peroxides;
• Corrosive substances;
• Fresh food, fruit, meat, seafood;
• Power Bank
• Various electronic devices;
• Optical and photographic equipment, drones;
• Plants;
• Medicines;
• Water filter (large aquarium);
• Cigarette, tobacco, cigar.