General Terms and Conditions for Business Customers

Version 49. Effective from January 1st, 2026.

1. Application

1.1. These Terms apply to all activities carried out by General Logistics Systems Denmark A/S, Kokmose 3, 6000 Kolding, CVR 10549744, tlf. 76331111, hereinafter referred to as GLS. These Terms apply to GLS's business customers, regardless of whether the activities are carried out by GLS or one of our subcontractors/partners.

1.2. Unless mentioned in these Terms or otherwise agreed upon in writing between GLS and the customer, the rules of the Nordic Association of Freight Forwarders' General Conditions (NSAB 2015) will apply.

2. Scope of Transport Services

2.1. GLS organizes and undertakes the collection, sorting, and/or distribution of parcels based on specific agreements with individual customers. GLS performs this assignment in accordance with the Postal law and the company’s license for nationwide commercial postal delivery.

2.2. GLS delivers to both business and residential addresses as well as ParcelShops.

2.3. Special delivery terms may apply to smaller islands. An overview can be provided upon request.

2.4. Return collections occur at the same time and location as the potential delivery of parcels to the address.

2.5. GLS is not obligated to meet specific delivery deadlines, as long that the applicable Terms have been complied with. Parcel delivery takes place according to the current distribution plan . The indicative transit time within Denmark from GLS's receipt of the parcel is 1 business day, except 2 business days for Anholt and Bornholm. GLS is responsible for the parcel from the first scan done by GLS until the delivery of the parcel (see section 9).

2.6. Delivery to Business and Residential Addresses

2.6.1 GLS can deliver to any person at the recipient's address unless AdresseeOnlyService is actively selected. It is the recipient's responsibility to forward the package to any specified addressee. In certain countries, neighbor delivery or delivery to a pickup point may occur if the recipient is unavailable at the address. GLS does not deliver to residential addresses in all countries; instead, it delivers to a pickup point in those countries.

2.6.2. Parcels can only be delivered to a designated location without a signature based on written agreement between GLS and either the recipient (deposit) or customer (DepositService). GLS considers the package correctly delivered when it is placed at the agreed-upon location. In special cases, GLS may assess that it is not safe to leave the package. In such instances, the package will either be delivered to a GLS ParcelShop or re-delivered with an extra fee.

2.6.3. If parcels weigh over 20 kg, they are only collected from/delivered to the ground floor unless there is an accessible elevator at the address.

2.6.4. If GLS cannot reach anyone at the recipient's address, GLS will re-direct the parcel at a GLS ParcelShop if the conditions under point 2.6.2 are not met. The recipient will receive information about this and the latest date for pickup at the ParcelShop. If the parcel is not collected by the specified date, GLS will return the parcel to the customer.

2.6.5. BusinessParcels can only be sent to business addresses where there is a recipient present for a minimum of 6 hours a day between 7 am to 5 pm, at least 4 business days a week, or where there is a permanent deposit associated with the address. The recipient company’s name must be indicated on the label. If the recipient's address does not meet these conditions, the shipment may be alternatively delivered to a ParcelShop.

2.6.7. Returns, redelivery, alternative delivery, and redirection of the parcel will incur additional costs.

2.7. Delivery to ParcelShop

2.7.1. GLS reserves the right to deliver to a different ParcelShop than the one selected by the customer. The customer is encouraged to inform their parcel recipient about this during the sale to the parcel recipient.

2.8. In some countries outside Denmark, there is no signature upon delivery provided.

3. Distribution

3.1. Minimum and maximum size and weight of parcels distributed by GLS:

• Minimum: 10 x 15 x 1 cm.  
• Maximum: 200 cm on the longest side, maximum 80 cm in width, and maximum 300 cm in length + girth.    
  • For private recipients in Sweden, however, a maximum of 180 cm on the longest side.
• Maximum weight: 30 kg for business and residential addresses.  
• Maximum weight: 20 kg for ParcelShops.  
• Oversize packages for delivery in Denmark, maximum 200 cm on the longest side, and maximum 400 cm in length + girth, can only be delivered to business addresses that are not GLS ParcelShops or residential addresses, at an extra fee.
  
  

How to measure the parcel: Measure length + girth as follows: 2 x height + 2 x width + length.

arcels that exceed the above size/weight will, if possible, be returned to the customer at their expense, with additional charges applied to the parcel's price and overweight, if any.

3.2. The customer is responsible for ensuring that the parcel bears only one complete label. Only labels that meet the requirements of GLS standard labels, both in size and color tone, may be used. Any deviations from standard labels must be pre-approved by GLS.

Labels must not bend around the package or be placed in a way that barcode and text cannot be read/scanned. The label should be placed on the largest flat surface of the parcel. A Thermo label, either Non top or Top label, must be used. Parcel labels must not be reused.

3.3. The customer is responsible for ensuring that relevant data related to each shipment is complete and that correct data is transmitted to GLS through relevant IT integrations.

The correct weight of the parcel must be indicated so that it is visible on the label. If the correct weight cannot be indicated and the parcel weighs more than 12 kg, a "+12 kg" label must be placed on the parcel. It is also the customer’s responsibility to ensure that weight indications and any labels on export shipments comply with the applicable regulations in the destination country.

3.4. The customer is responsible for adequate and secure packaging.

3.5. If multiple parcels are strapped or taped together, only the parcel with the label will be compensated. GLS does not perform packaging control and does not compensate for damages to parcels if GLS assesses that the packaging was insufficient and not secure.

3.6. Parcels that are strapped together must be of the same size and assembled on the parcel’s largest surfaces. Only a maximum of two parcels can be strapped together. Strapped parcels must not exceed 1 meter on the longest side and must not exceed a combined weight of 15 kg.

3.7. In cases where parcels are collected or delivered on pallets, GLS only accepts and handles Euro pallets or single-use pallets (80x120 cm) with a maximum stacking height of 2 meters, unless otherwise specifically agreed in the applicable SOP/customer agreement. Double stacking of pallets and scan containers is not allowed.

3.8. Parcels must be packaged to be handled in an automatic sorting system where it is not possible to take special care of arrow markings, glass markings, fragile markings, etc.

3.9. All shipments, especially porcelain, glass, technical equipment (including flat screens, computers equipment, IT equipment, laser equipment), and other fragile goods, must be packaged in a sturdy outer packaging (cardboard boxes or other suitable transport packaging). The inner packaging must consist of tight fitting, shock-absorbing material (for technical equipment, it should be molded to the content). The packaging must fit the contents. All voids must be filled with suitable material to protect the contents. The customer must ensure that there is no displacement, pressure, or shock between the objects or between the contents and the parcels outer packaging.

3.10. Damage caused by vibrations to internal components that are not fixed extraordinarily during transportation is not covered by GLS.

3.11. Products in glass containers and items with liquid content must be packaged as described in point 3.9. An inner packaging that protects the goods from external influences and absorbs and prevents any leakage from the goods must be used.

3.12. In case of damage to goods that pose a risk of harming personnel, equipment, or other parcels, GLS reserves the right to destroy the contents.

3.13. For correct and secure packaging of the shipment, please see:

Proper packaging for business:

• https://gls.dk/information/Folder/Forsvarlig%20emballering%20Erhverv.pdf
• https://gls.dk/information/Folder/Forsvarlig%20indpakning%20Flasker%20med%20flydende%20indhold.pdf
• https://gls.dk/information/Folder/Forsvarlig%20indpakning%20Forsendelser%20med%20flydende%20indhold.pdf

3.14. GLS does not distribute (and compensate):

3.14.1. Tires via GLS ParcelShop.

3.14.2. Dangerous goods, except for limited quantity. Dangerous goods in limited quantities and excepted quantities are not allowed for transport involving ship, air, or rail. However, small batteries UN3481 and UN3091 classified under PI967, PI970, or SP188 can be shipped to the Faroe Islands, Greenland, and Iceland, provided that the parcel is labeled in accordance with applicable regulations. The customer will be charged a fee for this service.

3.14.3. Human earthly remains, living or deceased animals, and parts or ashes from these.

3.14.5. Weapons, weapons imitations including soft guns, as well as active/inactive ammunition or explosive elements. Weapons are defined in accordance with the prevailing weapons legislation.

3.14.5. Perishable goods and dry ice. Reference is made to the Danish Veterinary and Food Administration’s definition of perishable goods.

3.14.6. Cash, cash equivalents, gemstones, and works of art.

3.14.7. Goods that contravene legislation regarding import, export, or distribution in the shipper’s, receiver’s, or transit countries.

3.14.8. Duty-bound goods such as cigarettes, tobacco, and other similar goods for delivery outside Denmark.

3.14.9. Strong magnets that, due to their magnetic field, may damage other goods or affect electronic equipment, e.g. magnets used for magnet fishing.

3.14.10. Goods transported under the TIR Convention.

3.14.11. Parcels that contravene applicable sanction laws for distribution, for example, due to content, intended recipient, or the country they are sent from or to. Sanction laws include all laws, regulations, and statutes that impose sanctions on countries, individuals, or entities (including trade restrictions and economic sanctions), including but not limited to those imposed by the UN, EU, and EU member states.

3.14.12. For shipments that do not comply with, or are suspected of not complying with, the above, GLS reserves the right to refuse such shipments or to stop distribution at any time and without prior notice. Likewise, GLS reserves the right to refuse shipments or interrupt distribution at any time and without notice if the nature or packaging of the shipment may expose GLS, GLS employees, or GLS partners to danger, or may damage other shipments or facilities, or if the contents are deemed offensive or inappropriate. In such cases, GLS may return or destroy the shipment at the customer’s expense.

3.15. Export parcels containing alcohol will only be compensated in case of loss, not in case of damage.

3.16. Shipments must at all times comply with applicable legislation, and it is always the customer’s responsibility to ensure that the shipment complies with the law and is correctly labeled.

3.17. The customer is obliged to compensate for any direct or indirect loss incurred to GLS, GLS' partners, or other customers as a result of content listed under points 3.14.2. - 3.14.12., and any direct or indirect loss resulting from insufficient packaging as per points 3.2. - 3.16.

3.17. GLS is not obliged to investigate whether the parcel contains goods listed in points 3.14.2. - 3.14.15, or whether the packaging is sufficient as per points 3.2. - 3.16.

3.18. GLS reserves the right to interrupt distribution or deliver shipments by alternative means at any time if carrying out the delivery involves a physical or psychological risk. Examples include severe weather conditions, loose animals, threatening or abusive individuals, or similar situations.

4. Payment

4.1. Distribution is based on the current price list and agreement.

4.2. Payment should comply with the customer's GLS agreement terms. GLS will add a 2% interest for late payments per started month. If the customer's financial situation deteriorates, GLS may alter the payment terms and billing intervals.

4.3. The customer is not allowed to set off any amounts against GLS invoices.

4.4. Import/Export shipment to/from Non-EU Countries are subject to special customs regulations and requirements. The customer must promptly inform GLS of all necessary information to properly execute and import goods to/from non-EU countries, no later than the time of the package's pickup/delivery to GLS. Specific rules for selected import/export countries can be sent upon request.

4.5. If freight or other costs are to be paid by the recipient and the recipient fails to pay, the customer must pay this amount to GLS. For deliveries outside the EU, GLS may invoice all amounts to the customer if the recipient does not pay on time. GLS is never obliged to collect from the recipient in these cases.

5. Right of retention and lien

5.1. GLS has retention and lien rights on goods for all unpaid costs that the customer or the recipient has not paid to GLS.

5.2. If these costs are not paid, GLS has the right to sell the goods in an appropriate manner to cover the unpaid costs. GLS must, if possible and in good time, inform the customer about these planned actions.

6. Claims

6.1. Damages or shortages must be reported in writing via www.kontaktgls.dk.

6.2. Complaint Deadlines:

6.2.1. For damage or shortage in content, the customer or recipient must notify GLS within 5 business days of delivery, otherwise, all claims are forfeited.

6.2.2. For missing or delayed delivery, the customer or recipient must notify GLS no later than 6 months from the shipment date. GLS may search for a parcel for up to 10 business days from the date of inquiry.

6.3. GLS always requires following photo documentation of damaged parcels and report of shortage:

- Photos of all exterior surfaces of the package.
- Photos of all internal protective packaging.
- Photos of the damaged contents.
- A photo of the attached GLS label included in one of the package photos.

7. Undeliverable goods

7.1. GLS auctions or destroy all undeliverable goods (where it has not been possible to identify the rightful owner) publicly after 90 days.

8. Statute of Limitations

8.1. Any lawsuit against GLS must be filed within 1 year from the delivery date (as per point 2) or from the day GLS has sent notice of unsuccessful delivery attempts (as per point 2), according to NSAB, otherwise the claim is forfeited.

8.2. In other cases (loss, delay, etc.), legal action must be initiated against GLS within 1 year from the day when the loss was first noticed or could have been reasonably identified.

9. Liability Limitation

9.1. GLS is responsible for the parcel from the time of GLS’ receipt of the parcel (from the first scan of GLS) until the parcel is delivered as per point 2 or until GLS rightfully interrupts the distribution.

9.2. GLS's limited liability:

9.2.1. GLS reimburses the value of the parcel (as per 9.2.1.1 - 9.2.1.3), but a maximum of 4,500 DKK per parcel excluding freight unless the parcel is sent with AddOnLiabilityService per 9.2.2.

9.2.1.1. New items are valued at the documented cost price excluding VAT.

9.2.1.2. Used items are valued at the current market value or the documented cost price, whichever is lower.

9.2.1.3. Leased items are valued based on the documented cost price or the value of items of the same kind, age, and condition, including similar used items as reference, where the lower value applies. If no suitable reference item is available, the compensation is based on GLS' assessment of the value.

If none of the documentation in sections 9.2.1.1 to 9.2.1.3 can be provided, compensation will be made in accordance with NSAB.

9.2.1.4. Parcels sent with AddOnLiabilityService per 9.2.2 are reimbursed with the full documented cost price, but a maximum of the insured amount.

9.2.2. AddOnLiabilityService is correctly ordered if it is done through an electronically approved print solution by GLS. Distribution with AddOnLiabilityService can only occur when data is transferred so GLS has the data before the first scan at the GLS depot.

9.2.3. Items of exceptional value, such as precious metals, genuine jewelry, antiques, paintings, and art objects, cannot be sent with AddOnLiabilityService.

9.2.4. For shipments larger than our package definition (see point 3.1), GLS is solely responsible in accordance with NSAB 2015, which means that GLS only reimburses a maximum of 8.33 SDR per kg.

9.2.5. GLS is not liable for delays resulting from conditions mentioned in points 3.

9.2.6. If any loss due to disappearance, damage, or delay is caused by actions or omissions on the part of the customer, the recipient, or external parties, GLS shall under no circumstances be liable for compensation.

9.2.7. In case of a delay, GLS only reimburses the freight price for the delayed parcel. GLS only reimburses for delays exceeding 10 business days from the expected delivery date.

9.2.8. If a lost parcel is located within 15 business days from the acceptance of compensation and the compensated value exceeds 1,000 DKK, GLS invoices the replaced amount to the customer.

9.2.9 Items obtained after accepting compensation are always returned to the customer.

9.2.10. GLS does not reimburse packaging costs.

9.2.11. GLS does not reimburse cash, gift cards, vouchers, tickets, scratch cards, documents, or similar items.

9.2.12. GLS does not compensate for temperature-sensitive goods or items that may be damaged due to temperature fluctuations.

9.2.13. GLS does not reimburse damages resulting from incorrect packaging. For correct packaging, please refer to point 3.

9.3. GLS does not reimburse indirect losses, business interruption, lost profits, or other losses. GLS is not liable for losses due to circumstances classified as force majeure, work stoppages, strikes, war, acts of terror, natural disasters, epidemics, cyberattacks, etc.

9.4. Payout of compensation for full/partial loss may require the recipient to sign a declaration, affirming that they have not received the particular parcel.

10. Personal data

10.1. It is the customer's responsibility to ensure that the personal data required for the execution of GLS’ services are accurate and can be legally transferred to GLS.

10.2. All personal data received by GLS is covered by GLS' data protection policy, which is always available on GLS' website. GLS acts as an independent data responsible in the parcel distribution.

11. Other Terms

11.1. GLS refers to the requirement that our customers should always use correct and updated marketing material about GLS and the GLS Group.

11.2. GLS reserves the right to change the General Terms and Conditions at any time and without notice.

12. Jurisdiction and venue

12.1. All disputes regarding the cooperation agreement and these General Terms shall be settled in accordance with Danish law.

12.2. The court in Kolding shall be the first instance venue for all disputes regarding the cooperation agreement and these General Terms.

13. Complaints

13.1. All complaints should primarily be submitted as described under section 6. However, a complaint regarding GLS’s handling of the delivery or the complaint process itself may, in any case - and for shipments weighing under 20 kg - be submitted at any time to the Danish Transport Authority, Carsten Niebuhrs Gade 43, 1577 Copenhagen V, or by email to info@tbst.dk.