Parcels - Frequently asked questions
You can track your shipment in the internet. The tracking number is composed of 14 digits, possibly including a check digit or letter. You will get the tracking number from the sender.
Shipments are mainly delivered from Monday to Friday between 8:00 and 16:00. Our estimated delivery times are as follows: in Finland 1–2 working days, to the Baltic region 1–3 working days, and to elsewhere in Europe 1–7 working days depending on the destination country.
We will make one attempt to deliver the shipment, after which it will be returned to our depot. On each delivery attempt, the driver will leave a notification card in the recipient's letterbox. The recipient can make arrangements for a new delivery attempt according to the instructions included in the notification. The delivery alternatives are:
- new delivery day
- new delivery address
- delivery with a letter of authorization
- collection from our depot.
The shipment will be stored at our depot for fourteen (7) days, after which it will be returned to the sender.
Shipments may be collected from our depot depending on the city and depot concerned, but please note that the collection has to be agreed beforehand with our customer service.
We do not have a cooperation arrangement with Posti; in other words, it is not possible to collect parcels from a post office.
Parcels can be delivered without proof of delivery from the recipient against a letter of authorisation. As a letter of authorisation, we accept the letter of authorisation from our website, or the authorisation on the reverse side of the delivery notification left by the driver.
The completed letter of authorisation can be left in a place easily accessible to the driver, such as the front door.
Apparent damages must be notified immediately by logging a complaint on the shipping document when receiving the goods. Non-apparent damages (package intact but product damaged) must be notified in writing to the transporter within seven working days from receiving the goods. Claims for compensation must always be presented to the party paying for the freight.
Unfortunately we cannot deliver parcels to PO Box addresses.
The parcel label functions as the shipping document.
The documents will be determined by the type of goods and by the customs requirements of the import country.
If the parcel is being sent to a country outside the EU, it must be accompanied by either a commercial invoice or a proforma invoice. A proforma invoice should be used when the goods have no commercial value. The proforma invoice value may not be zero (0).
A commercial invoice is used when the goods have commercial value. In both cases, the invoice, in three original copies, should be attached to the shipment and sent to the address: firstname.lastname@example.org. Read more about customs Information.
In addition to the consignment note, we also need EDI preliminary information. This is why we recommend using easy shipment management systems, which support our products.
We carry out all services in accordance with the general contract terms of PostNord.
In our parcel service, individual parcels must weigh no more than 31.5 kg. The precise weight and measurement restrictions for various products are stated in special terms and conditions.
We can only accept parcels for shipping that are already packed.
For packaging purposes, new, high-quality packaging materials which are sufficiently strong and will not break even if the cardboard boxes are stacked vertically must be used. Please ensure that the box is sufficiently spacious to allow padding materials to be placed inside. All old parcel labels, non-essential stickers and other shipping information must be removed.
Filler material must be added to the package in order to prevent the movement of its contents during transport. Freight items which are easily broken or damaged must be packed in individual packages. The package contents must be protected on all sides by filler material.
Parcels must be tightly sealed with non-tear tape suitable for transport packaging. String, cord or paper wrapping must not be used. The shipping documents and necessary labels must be attached on the top side of the cardboard box. "Top side" means the largest level surface of the box. Shipping documents must not be attached over a seam or on top of tape. To be on the safe side, the sender's address details must also be placed inside the parcel.
The overall dimensions specify the largest permitted parcel size. They are calculated as follows: (height + width) x 2 + length of parcel in centimetres. Using our Online services overall dimensions calculator, you can easily and conveniently calculate the size of your parcel.
Shipping cost is calculated on the basis of the higher of two values, i.e. the actual total weight of the parcel or its volumetric weight. The parcels volumetric weight can be calculated using the following formula: Length (m) x width (m) x height (m) x 280 g = volumetric weight.
We can only make a precise calculation of the shipping costs if all necessary shipping information for the parcel is available. In this way we can avoid levying unnecessary surcharges on parcels that have not been weighed or measured correctly. Therefore, parcels will be weighed and measured for checking purposes.