How does the luggage service work?

The luggage service is an exclusive TEFRA product. SBB acts solely as a transport partner within Switzerland. Sales and customer service are provided exclusively by TEFRA. Bookings can only be made online through us, not via SBB. The service can only be booked door to door, i.e., between private addresses, hotels or other accommodations. Shipping to or pick-up from an SBB Travel Center is not possible.

When can I book?

Bookings should preferably be made in advance – at the latest by 10:00 a.m. on the day before the start of your trip.

How is my suitcase transported?

In Germany, your luggage is carried by our partner GO! Express & Logistics. In Switzerland, the luggage is transported on the rail network on long-distance trains wherever possible. Local pickup and delivery are carried out by SBB or a regional transport partner by road.

How do pickup and delivery work?

In Germany, service times are limited to Monday through Friday (Saturday deliveries in Germany are only available for an additional fee).

In Switzerland, pickups and deliveries can also take place on Saturdays, Sundays and public holidays, as well as to car-free locations, without any surcharge. Service points are postal addresses in Switzerland and Liechtenstein that are directly accessible via a drivable road. Otherwise, the carrier will arrange a suitable handover location. Your booked time window will be narrowed to 2 hours by 8:00 p.m. on the day before pickup/delivery and communicated to you.

How long is my luggage in transit?

Luggage is consolidated before crossing the border. Depending on the dispatch day, transport times vary between 4 and 7 days. For certain destinations such as Sylt and the North Sea islands, longer lead times should be expected.

Delivery times may also be extended due to public holidays. You will be informed of the exact delivery time for your luggage transport when you make your booking.

How large and heavy may my suitcase be?

We transport standard suitcases weighing up to 23 kg.

Please ensure that your suitcase is suitable for the weight – so that handles do not tear off when lifted. It must also be possible for one person to carry the suitcase alone. We also of course transport your skis and ski boots.

How are processing and payment handled?

Convenient cashless payment by SEPA direct debit (customers in Germany only) or by credit card (Mastercard or Visa). Please have your IBAN or credit card details ready when booking. Your card/account will only be charged after transport has been completed.

You can change the number of luggage items at any time after booking: in advance online or directly at pickup with the driver!

How much does the TEFRA luggage service cost?

The first piece of luggage costs € 79.90; each additional piece costs € 59.90.
Additional fees apply if you choose a narrowed time window for pickup or delivery:

- in Switzerland: € 15.00 
- in Germany: € 10.00

In Switzerland, there is no surcharge for pickups or deliveries on Saturdays, Sundays, or public holidays. In Germany, special rules apply: Saturday deliveries are available for an additional fee (but excluded on islands). Saturday pickups cannot be offered in Germany. Unfortunately, no service is available on Sundays or public holidays in Germany.

Which luggage tags should I attach to my luggage?

Pickups in Germany: You will receive luggage tags from TEFRA, which you print out and attach to your luggage. If you do not have a printer, please attach your own tag showing at least your name.
Pickups in Switzerland: The transport documents will be attached by the carrier at pickup.

Is a small cosmetics case or a packaged pair of ski boots charged as regular luggage?

Unfortunately yes, as we apply the same high handling effort to every single item of luggage to ensure punctual delivery.

Why can’t bicycles be shipped?

Unfortunately, transporting bicycles is not possible for logistical reasons.

What does it cost to cancel the TEFRA luggage service?

You can cancel free of charge until 10:00 a.m. on the day before pickup. For cancellations after 10:00 a.m. on the day before pickup, fees of up to 100% of the price will apply.

What should I be aware of regarding customs?

As your transport crosses the German/Swiss border, please note that random customs inspections may occur. It is very important that you do not lock your suitcase – not even with a so-called TSA lock. These can only be opened by U.S. authorities; officials in other countries do not have access.

If your luggage is locked and selected for random inspection, it may be forced open or held at customs, and you may incur high additional costs for re-presentation.

Your luggage must also not contain brand-new goods in original packaging, no foodstuffs, and no items of animal origin. If you plan to send such items (e.g., baby food, diapers, etc.), please contact us in advance, as customs requires a written statement confirming that the items are for personal use and not for resale.

In addition, no cigarettes and no alcohol are allowed in TEFRA luggage shipments, as customs assumes any permitted duty-free allowance has already been taken across the border otherwise.

Issues at customs due to locked suitcases or prohibited items without prior consultation and written statement may delay delivery – TEFRA accepts no liability in such cases.

What should I do if my suitcase is damaged?

If you receive a damaged suitcase, please report the damage to our TEFRA service team at koffer@tefra-gepaeckservice.de or by phone at 0800 500 2352 (DE) or +49 (0)40 59 36 256 - 0 (international).

Our service hours

You can reach us by phone in person from April to October, Monday to Friday, between 08:00 and 17:00 (from November to March, 09:00 to 16:00). You can always leave a message on our answering machine. We will call you back as soon as possible—and we also answer emails to koffer@tefra-gepaeckservice.de promptly.

Emergency outside business hours
In an urgent emergency, you can reach TEFRA via an emergency number, which is announced on our voicemail outside business hours.