Services

1. First make sure if it is supposed to have reached its destination or is still on the road.
Delivery times for parcels sent within Estonia
Delivery times for international parcels

1. General information concerning forbidden and special items can be found from
from the list of items prohibited from being sent in any type of postal consignment or which can be sent under special circumstances.
In case of international parcels, limitations depend on the destination country.
More information about popular foreign countries

1. Package your parcel in a way that would protect it from getting damaged during transport.
Tips and recommendations

By parcel machine, it is possible to send parcels weighing up to 30 kg each. You can choose between lockers of three sizes (S, M or L). Maximum dimensions of the lockers (height, width, length) are as follows:

S      9 x 38 x 64 cm (min width 9 x min length 14)
M   19 x 38 x 64 cm
L    39 x 38 x 64 cm

Parcels can be pre-labelled in our e-service minu.omniva.ee or at the parcel machine. Write the parcel code and the sender’s and recipient’s phone number on the parcel by hand – this way, the parcel will arrive safely even if the sticker comes off.

If you find out that the pre-labelled shipment does not fit in the locker when locker door opens, leave the door open and press ‘Change locker size’ on the screen. Then press ‘Confirm’ to resize the locker and close the open door. Next, select the size of the new locker and choose the payment method. After that, a new locker will open. Place the shipment into the locker and close the door.

What should I do if card payments are unavailable at the parcel machine?
After inserting the card, follow the instructions on the screen of the payment terminal. In case of a payment error, contact Omniva’s customer support by calling 661 6616.

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The recipient must pre-label the shipment in the e-service and forward the code to the sender to use for shipping the parcel.

Send a request for a refund with the parcel code, your contact information and bank account number to Omniva’s customer service email info@omniva.ee.

Take the shipment out of the locker and report the incident to Omniva’s customer support by calling 661 6616.

Contact Omniva’s customer support by calling 661 6616 to find out the location of the parcel.

1. If you want to return the received parcel
When buying online or by mail order, you might need to return the goods to the seller. Find out the conditions for returning the goods already when making a purchase. It is important to know who is paying for the return. See how to return the parcel.

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Set your preferences for receiving your parcels in our e-service environment minu.omniva.ee by selecting ‘Tell us wherefrom you wish to receive your parcels’ on the front page and log in to e-service. Enter your mobile phone number to register an account in the e-environment. More information about preferences

Parcels can be redirected from one parcel machine to another. To redirect parcels, go to our e-service environment minu.omniva.ee, select ‘Redirect parcel to another parcel machine’, and the enter information about from where to where you want to send the parcel. Additionally, you can notify our customer support about redirecting by calling 661 6616 or sending a request to info@omniva.ee. The service fee of redirecting the parcel matches the price of sending the parcel. You can find out more about redirecting shipments here

If you cannot pick up your shipment from the parcel machine before the end of storage time, please ask a reliable person close to you to pick up the parcel for you. If you or a reliable person close to you will not pick up the parcel within the storage time, we will return it to the sender. In that case, the cost of returning the parcel must be paid by the sender. The storage time of parcel machine shipments cannot be extended. Find out more about storing shipments here

For shipments addressed to private customers, we will contact the recipient in advance (if there is a phone number available) and agree upon the delivery time of the shipment. For advance notification, the private customer recipient will receive a call in advance and delivery time will be agreed upon, or a text message notifying them of the arrival of the courier will be sent.

           Standard parcel delivery times can be found here

Private customers can send parcels with dimensions that meet the following conditions:
- weight: up to 30 kg;
- the longest side, i.e. the length of the parcel: up to 150 cm, while the sum of the longest side and the circumference of the parcel must not exceed 300 cm;
- minimum dimensions: 14 cm × 9 cm × 1 cm.
Applies to courier services such as Courier Plus, Courier Standard, Courier 10, and Courier Baltic placed in post offices and to services offered in the private customer e-service.
Private customers cannot send a parcel weighing more than 30 kg or exceeding maximum dimensions allowed.

You have several shipments stored in one locker. If the parcels are stored in one locker the SMS will show the same door code.

If some of the parcels are still in the locker, you can open the locker with the same door code within 30 minutes if there is no new shipments in the locker. If the door code can no longer be used, contact Omniva Customer Support at 661 6616.

You must identify yourself with an ID card or make a card payment in order to receive all shipments from this locker. If you only want to receive parcels without payment or identification, contact Omniva Customer Support at 661 6616.

Preferences can be set in the e-service minu.omniva.ee by choosing ‘Tell us wherefrom you wish to receive your parcels’ and log in to e-service. For an account registration, enter your mobile number and then you will receive a text message with a confirmation code that you need to enter into the e-service to confirm your phone number. After the confirmation, it is possible to assign up to 5 preferred places of receipt.

If it is important for you to receive the parcel:
- from certain parcel machine or post office that suits you – assign one preference
- as soon as possible – assign multiple preferences (in order of priority).

If you have assigned multiple preferences, we will send the shipment to the first parcel machine in the order of preference with lockers available or to the post office.

- International parcels that have no specific parcel machine assigned from the e-shop.
- Domestic bulk parcels sent by business customers or parcels with the pick-up point service.
Parcel requirements:
- The parcel has a phone number and it matches the phone number associated with your account at minu.omniva.ee.
- The dimensions and weight of the parcel meet the requirements of the parcel machine’s terms of service.
- Identification is not required upon delivery of the parcel; the shipment has no customs declaration requirements.

    - Document return
   - Personal delivery
    - Delivery to an adult
    - Recipient’s identification
    - Digital copy of the document
    - Document number registration

- Preferences do not apply for parcels ordered from e-shops that already have a parcel machine or PO box address assigned as the delivery destination upon purchase (either by the customer or the sender).
- The parcel does not meet the requirements – it exceeds the maximum dimensions allowed for parcel machine, weighs over 30 kg, or is missing a phone number.
- When you have changed the preferences after the parcel has been sorted, then new preferences are taken into account for following shipments.

- If the preferred parcel machine is full at the time of sorting, the parcel will be redirected to the next preferred destination.
- If there is only one preferred parcel machine listed and it is full at the time of sorting, the parcel will be redirected to the residence-based post office.
- If the only preference listed is the post office, the parcel will be sent there.

In case of a new phone number you can change is in My Data section. When you change your phone number a new security code is sent to the new number. Please insert and confirm it also in My Omniva environment.

To delete the data, you need to contact our customer support, who can delete the account. To delete the account, you have to give your phone number, first name and last name to the customer support.

You can send the letter from the e-service, post office, or by mailing via a letter box. To send a maxi letter or a registered letter, please visit a post office. Domestic registered letters can even be sent from the e-service.
Letter box locations
Locations and opening hours of post offices

Write the correct address and postal code on your letter. This way, it will quickly reach the person it was meant for. Avoid crossing the words when writing an address. You can find suitable envelopes at post offices and our e-shop.
See the rules of writing addresses on letters
Find the right postal code

1. Letters , i.e. standard letters and maxi letters sent as letters which are handed over stamped, will be delivered to the recipient’s mailbox on the third business day following the handover if it was mailed via a letter box or post office before the last emptying time.
Express letters, i.e. standard letters and maxi letters handed over in an orange envelope with the Plussmark stamp printed on it, will be delivered to the recipient’s mailbox on the following business day, if the express letter was mailed via a letter box or post office on a business day (Mon.–Fri.) before the last emptying time.
Registered letters will be delivered to the recipient on the third business day following the handover, and if the delivery attempt fails, the recipient receives a notice and the letter can be retrieved from the post office within 15 calendar days.
See the delivery times

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1. General information concerning forbidden and special items can be found from the list of prohibited items.
There you can see any type of postal consignment or what you can send under special circumstances.
International parcels limitations depends on the destination country.
More information about popular foreign countries

1. Pack your shipment in a way that will protect it from being damaged during transport.
Tips and recommendations

2. If needed, choose additional services,
for example, add insurance for a registered shipment.
Additional services for letters
Additional services for international registered letters

After placing this sticker on your mailbox, you will no longer receive unaddressed mail order catalogues and unaddressed advertisements from stores and other enterprises. Unaddressed commercial material does not include public information sent by the state or local government or advertisements addressed to you – these will be delivered to your mailbox in the future as well.

1. Which direct mail can be declined with the application/notification to stop receiving direct mail?
All unaddressed direct mail. Unaddressed direct mail does not include public information from the state and local government or direct mail addressed to you – these will continue to reach your mailbox.

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1. You wish to receive unaddressed direct mail (you had previously declined the direct mail with a sticker on the mailbox).
You need to remove the sticker declining direct mail from your mailbox and inform us of your wish via the form on Omniva’s website by filling the field ‘I wish to receive direct mail’ or notify Omniva’s customer service (phone number 661 6616, email info@omniva.ee) or contact nearest post office.

1. Why is unaddressed direct mail no longer posted on the stands located in apartment buildings?
The changes were based on the Competition Authority’s opinion that an apartment association cannot decide on behalf of mailbox users what may or may not be delivered into an apartment owner’s mailbox. Every mailbox user expresses their wish themselves. It has been agreed with the Consumer Protection and Technical Regulatory Authority that if a mailbox owner does not wish to receive unaddressed direct mail, a respective sticker will be installed on their mailbox. Mail carriers of all of the delivery service providers operate on that basis, and this ensures no unwanted direct mail will arrive to mailboxes.

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If you wish to give feedback on any observation seen below, then please contact Omniva’s customer service (phone 661 6616, email info@omniva.ee) to submit your information/questions. Your feedback will give us an overview of quality/bottlenecks and we can improve our service accordingly. Your feedback/requests are answered by Omniva’s customer service.

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1. You are expecting addressed mail (catalogues, etc.), but it has not arrived.
If possible, please make an inquiry to the sender of addressed direct mail to find out whether your address in their database is correct and whether the addressed direct mail has been sent this time. Many of addresses changed due to the administrative reform (e.g. the postal code, the name of the municipality, etc.) and since 1 October 2018, Omniva will return all shipments with old address components back to the sender. If your address also changed due to the administrative reform, then please notify this to all senders.

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In August 2019, we launched a new direct mail sorting line that is the first of its kind used in the postal companies Baltic countries, but has been used in Finland and Sweden for years, for example. This line is made in Switzerland and is a flagship of direct mail assembly. Direct mail is assembled by this line by mailboxes, which gives mail carriers the opportunity to take these bundles with them straight away, not needing to manually assemble them first (especially in rural areas). This, in turn, means that direct mail reaches to your mailbox quicker.

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1. There is direct mail between your periodicals (e.g. magazine, daily newspaper), although you have declined direct mail.
Omniva is not responsible for direct mail that is between periodicals. This direct mail is part of a publication. If you have a complaint regarding this direct mail, please contact the publisher directly.

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If you wish to send a parcel or maxi letter outside of European Union you need to register it with Customs.

If you receive a parcel sent from outside of European Union, either if it's a gift from a friend or a parcel from an e-store, you need to go through customs procedures.

We deliver periodical publications to customers’ mailboxes six times a week (from Monday to Saturday), once a day. Subscribers receive periodicals within the day, depending on delivery rounds. Mailboxes that are located at the beginning of the delivery round will receive periodicals in the morning and the ones at the end of delivery round will receive them later.

If a periodical has not been delivered to your mailbox within the day, then it is wise to check the news on Omniva’s website. There, we gather information about larger complications that affect the delivery of periodicals (e.g. difficult weather conditions, printing problems, etc). In addition, you can also check the website of the publication. If you cannot find the information from Omniva’s or the publisher’s website, then please contact our customer service (661 6616, info@omniva.ee) so we could eliminate possible delivery complications.

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For shipments to arrive on time, intact, and in good condition, please make sure that your mailbox is installed and labelled properly.

• Subscriptions placed in post offices can be redirected, suspended, and cancelled. For that, you have to fill the application in a post office and pay the service fee according to price list.

Redirecting – redirecting the subscription to another address or recipient during the subscription period. Redirecting is not allowed for publications, the subscription address of which is not in the Republic of Estonia.
Suspension – suspending the subscription for up to three months. The ending date of the subscription is postponed by the period of suspension.
Cancellation – cancelling the subscription. The subscriber has the right to cancel periodicals within 14 days from the date of the subscription. Money will be refunded for the missed subscription period (will be calculated from the original subscription payment).

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Eesti Post allows customers to order periodicals in post offices and via mail courier. Please contact our customer service for more information.
The locations and opening hours of your nearest post offices can be found here.

Different publications can be subscribed to for different periods. The minimum period may be 1 month for one periodical and 6 months for another. The price of subscription depends also on the periodical and period. The periods and prices of the publications are set by the publisher.

Periodicals can be ordered abroad only at post offices. The price for subscribing to a foreign address consists of the following components:

• subscription price of the publication (depends on the publication and period),
• the cost of sending to foreign country, which depends on the weight of publication and the destination country (the price of a maxi letter),
• assembly price per shipping.

We send newspapers and magazines abroad once a week.

There are two delivery companies who deliver newspapers and magazines to subscribers’ mailboxes – Eesti Post and Express Post.

Eesti Post operates in all of Estonia and Express Post delivers periodicals in certain distribution areas in Estonia, e.g. Tallinn, Tartu, Pärnu, Viljandi. In these areas, Express Post delivers larger daily newspapers, such as Eesti Päevaleht, Postimees, Õhtuleht, and Äripäev, and weekly newspapers such as Eesti Ekspress, Maaleht, Naisteleht, Teleleht, and Kroonika. Therefore, if you live in Tallinn, then Postimees and Õhtuleht are delivered to your mailbox by a mail carrier of Express Post.