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PARCEL HAS BEEN SENT OUT BUT HAS NOT YET REACHED ITS DESTINATION
2. Track your parcel.
For this you need its barcode. You received one when you registered your parcel. If you are the Recipient, ask the Sender for a barcode.
3. If any of the previous steps haven't worked, fill out a Tracking form.
Fill out a Tracking form.
Good to know! Tracking form can be submitted only from the country of origin and by the Sender. If you are the Recipient you should contact the Sender to track the parcel.
WHICH ITEMS CAN I SEND BY MAIL?
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
HOW TO AVOID DAMAGING THE PARCEL?
1. Package your parcel in a way that would protect it from getting damaged during transport.
Tips and recommendations
2. If necessary, choose required additional services.
For example, for fragile items we recommend to use additional service "handle with care".
Additional parcel services.
3. Check the contents of the parcel immediately after receiving it.
If you wish to file a complaint do it as fast as possible in at post office closest to you.
WHAT SIZE ARE THE LOCKERS OF THE PARCEL MACHINES?
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
HOW CAN I CHANGE THE LOCKER SIZE OF A PRE-LABELLED SHIPMENT AT THE PARCEL MACHINE?
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 IN THE EVENT OF A PARCEL MACHINE FAILURE?
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.
What should I do if the door of the parcel machine will not open?
First, make sure the six-digit code you entered is correct. If the code is correct, but the locker will still not open, try to pry the locker door with your fingers. If this does not work, contact Omniva’s customer support by calling 661 6616.
What should I do if there is a parcel already inside the locker when the door opens for my shipment?
Contact Omniva’s customer support by calling 661 6616. Provide information about the parcel in the locker and place your parcel in the same locker.
HOW CAN I SEND A PARCEL PAID BY THE RECIPIENT?
The recipient must pre-label the shipment in the e-service and forward the code to the sender to use for shipping the parcel.
WHAT SHOULD I DO IF I HAVE PRE-LABELLED THE SHIPMENT, BUT I DO NOT WANT TO SEND IT?
Send a request for a refund with the parcel code, your contact information and bank account number to Omniva’s customer service email [email protected].
WHAT SHOULD I DO IF THERE IS ANOTHER CUSTOMER’S SHIPMENT/SHIPMENTS IN ADDITION TO MY PARCEL IN THE LOCKER OPENED WITH THE DOOR CODE?
Take the shipment out of the locker and report the incident to Omniva’s customer support by calling 661 6616.
WHAT SHOULD I DO IF THE LOCKER OPENED WITH THE DOOR CODE IS EMPTY OR ONE OF THE SHIPMENT IS MISSING?
Contact Omniva’s customer support by calling 661 6616 to find out the location of the parcel.
HOW CAN I RETURN A 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.
2. If you want to refuse accepting the parcel
If you already know when receiving a parcel notification that you do not want to accept this parcel, notify the cancellation request to our customer service by calling 661 6616 or send the information to the customer support email [email protected]. Then, we will return it to the sender. When the courier calls, you can tell them right away that you do not want to accept this parcel. In that case, we will return it to the sender.
HOW CAN I DESIGNATE FROM WHICH PARCEL MACHINE/
POST OFFICE I WANT TO RECEIVE MY PARCELS FROM?
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
HOW CAN I REDIRECT THE PARCEL?
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 [email protected]. The service fee of redirecting the parcel matches the price of sending the parcel. You can find out more about redirecting shipments here
HOW CAN I EXTEND THE STORAGE TIME OF THE PARCEL?
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
If you cannot pick up the parcel from the post office within the storage time, you can extend the storage time for some shipments once by a period ranging from ten days to two months. A fee will apply for storing a parcel or a letter weighing more than 500 g at a post office. If the storage time is exceeded, we will return the shipment to the sender. For redirecting parcels, go to our e-service environment minu.omniva.ee and choose ‘Application for extending the storage time’ and enter the information of the parcel you wish to extend the storage time for. You can also inform our customer support of your wish to extend the storage time by calling 661 6616 or sending an application to [email protected].
WILL THE COURIER CALL IN ADVANCE?
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.
WHAT ARE THE MAXIMUM DIMENSIONS FOR A PRIVATE CUSTOMER COURIER SHIPMENT? IS IT POSSIBLE FOR A PRIVATE CUSTOMER TO SEND A CUMBERSOME PARCEL?
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.
WHAT DOES IT MEAN IF I HAVE THE SAME DOOR CODE IN MULTIPLE SMS?
You have several shipments stored in one locker. If the parcels are stored in one locker the SMS will show the same door code.
WHAT TO DO WHEN I HAVE TAKEN ONE SHIPMENT OUT OF THE LOCKER AND LATER NOTICED THAT THERE WERE MORE PARCELS STILL IN THE LOCKER?
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.
PARCEL MACHINE DEMO
- If you wish, you have possibility to review the screen views of the parcel machine prior to sending out or picking up your parcel.