Frequently asked questions
Do I have to pay something to call Posti’s customer service?
Our customers will pay a local network charge or mobile charge to their own telephone company for calling us. The telephone charge starts as soon as the call is connected, which means that waiting in line is also subject to a charge.
Are the calls recorded?
All calls to Posti Corporate Customer Service are recorded. The recordings are used to ensure the legal protection of the customer and Posti. The recordings can also be used in personnel training and improving customer service quality. The records will not be used for other purposes or disclosed to outsiders unless required by law.
How can I call a Posti shop, postal agency outlet or mail delivery?
Contacts are run through Posti Corporate Customer Service.
How do I get access to contract customer services?
Fill out a contact request form and we will contact you.
The item tracking only indicates the following information: ”Posti has been informed of an incoming shipment.” When will we receive our shipment?
We have only received an electronic advance notification (EDI) for this shipment. This means that the item has not yet arrived for transport by Posti; please wait patiently for a little longer. However, if plenty of time has passed since the EDI message, please contact the sender of the shipment.
The item tracking indicates “Rerouting”. What does this mean?
When the tracking indicates "Rerouting", the recipient uses Posti's Parcel routing service for consumers. This means that the parcel is directed to a collection point selected by the recipient-for instance, the nearest Parcel Point.
The most recent entry for the shipment is sorted. When will we receive our shipment?
Usually, parcels are delivered the next working day after sorting. Please note that between some destinations, longer delivery times apply. Please check the delivery time with the delivery time inquiry.
The delivery time of tracked letters depends on the selected service. Please check the delivery time with the delivery time inquiry.
Why was the shipment sorted more than once?
For some routes, the shipments are sorted at several sorting points. Please check the delivery time with the delivery time inquiry.
The item tracking indicates: “Delivery delayed upon agreement.” What does this mean – we have not agreed on anything?
If the recipient company uses the Pick-up and Delivery Service, this entry indicates that the shipment will be delivered as agreed.
The item tracking indicates that there has been a delivery attempt. We have been at the address, why was the shipment taken to an outlet?
It is possible that there has been an obstacle at the recipient's, due to which the shipment could not be delivered. Reasons can include a door access code, the ground floor door being locked, access by car hindered, pets. If there has been no obstacles at the recipient's, the driver has visited the address and ringed the bell or buzzer, but no-one opened the door.
The item tracking indicates that there has been a delivery attempt – why didn’t anyone call us?
In the case of the Parcel to the Doorstep service, the recipient should be called to schedule the delivery. If this did not happen, it is due to human error. Please contact the customer service.
In the case of an Express Business Day Parcel, the shipment should be delivered to the recipient by 2 pm. No phone call is included in the service.
The item tracking indicates “To be forwarded”. What does this mean?
The shipment has bee routed to a postal outlet and it has been sent forward to another postal outlet. Reasons for this can include the recipient's wish to transfer shipments, changes in services, the shipment's incorrect routing or possible change of address.
The item tracking indicates Transferred for handing over. What does this mean?
If the recipient company uses the Pick-up and Delivery Service, this entry indicates that the shipment will be delivered from the postal outlet to the recipient according to agreement.
If home delivery from the outlet was ordered for the shipment, this entry refers to that.
Our company uses the Pick-up and Delivery Service, why is our shipment at the postal outlet?
If it is a Registered Letter, the direction of the shipment depends on the recipient information recorded on the letter. Please contact the customer service.
The tracking indicates “Returned from outlet”. What does this mean?
The storage time of the shipment has expired, and it has been returned to sender.
We sent a shipment abroad. Why does the item tracking not indicate any information after the shipment left the country?
Even when there is a tracking service in the country of destination, the information will not be updated in real time. Please check the country information for estimated delivery times. If the shipment delivery time has been exceeded, the recipient can contact the nearest postal outlet or the customs for the shipment.
When the item tracking indicates that the shipment has been placed on a shelf at the Customs office, what shall we do?
The shipment has been directed to the Customs and it is waiting for customs clearance. Directions for customs clearance are available behind this link.
After completing the customs clearance procedure, when are we going to receive our shipment?
When the Customs releases the shipment, you will receive a release notification. The shipment will arrive at Posti for delivery the next working day and will be transported in accordance with the regular delivery times. Please check the delivery times.
Sending and receiving
How do I find the correct postal code?
Check the postal code with the postal code search in the electronic tools.
Where do I find a mailbox and its emptying times?
Search for a mailbox with the mailbox search.
Where is my postal item?
All letter and parcel deliveries with a Posti item ID can be tracked. Of the deliveries arriving from abroad, you can track the ones with an item ID. Track your item in here.
How do I order address labels and other materials related to shipping?
As our contract customer, you can order all the materials from our website. The delivery time is 3-4 working days. Invoicing customers can order paid materials. You can pay for the order in your invoicing.
Where do I find the locations, opening hours, and delivery handover times of Posti shops and postal agency outlets?
The locations, opening hours, and delivery handover times of Posti shops and postal agency outlets can be found with the postal outlet search. You can use a postal code, the name of a city, municipality, district or a part of a municipality as search conditions.
From where do I order pick up for a delivery?
Make a free-separate pick-up order by web form.
Posti transportation order center by telephone or e-mail: +358 0200 92000 (local/mobile call rates apply) Mon-Fri 8 a.m. - 6 p.m., e-mail firstname.lastname@example.org. (6,50 €/an order)
If you are using Prinetti or Network services, you can also use them to order a pick-up.
Delivery and change of address
How do I change the address of my company and how much does it cost?
You can make a free-of-charge change of address and order a paid 12-month forwarding service online. For a paper form, visit a Posti shop or a postal agency outlet. Address change services are address-specific and each order should be ordered separately. The service fee is service order-specific. Value added tax will be added to the prices.
How do I stop my company’s mail delivery and how much does it cost?
Make a paid distribution interruption online. For a paper form, visit a Posti shop or a postal agency outlet. Distribution interruption is address-specific and each order should be made separately. The service fee is order-specific, and value added tax will be added to the prices.
How do I inform delivery of a company I have established or the address of a new location?
Submit an address notification when you start a business, establish a new location or change the name of your company. The online service is the most handy way of submitting notifications. For a paper form, visit a Posti shop or a postal agency outlet.
How can I contact Posti’s invoice support?
You can check the contact details here.
How do I notify Posti of an erroneous invoice?
Use this web form. We will contact you as soon as possible.
Can I receive the invoices of my company as e-invoices?
We will deliver Posti invoices as e-invoices to the customers of the following e-invoice operators: Opus Capita, Posti Workflow (Laskunet), BasWare, Tietoenator, AnLinker, WM-Data Novo, Enfo, and bank operators Sampo and Nordea. An e-invoice contains electronically processed invoice data. The data content and data presentation method depend on the contract between the company and the operator as well as the used application. An image of an invoice in PDF format and agreed invoice reports as a PDF image and CSV file will be sent as an attachment (eInvoice) or link (finvoice). All operators do not accept attachments. Inquire from your operator.
How do I order an e-invoice?
Fill out a electronic invoice order.
How do I change the invoicing address?
Contact invoice support, see service forms.