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Frequently asked questions about the coronavirus
Notice

Our customer service is currently congested. If your case concerns the prevailing coronavirus situation, you will find answers to frequently asked questions here.

Frequently asked questions about the coronavirus

Recently, the coronavirus has raised a lot of questions and affected the transport of people and goods around the world. This page includes a summary of the frequently asked questions that we have received. Please read them before calling our customer service, which is currently experiencing a high call volume.

You can find dedicated answers for consumer customers and corporate customers below.

Questions and answers

Yes it will. At the moment, the transport of letter and parcel items and freight in Finland is not affected by the coronavirus, i.e. the items are currently delivered as normal. The authorities have not set any specific restrictions on item deliveries.

The decision has no effect on Posti’s operations, services or deliveries. All items are delivered normally in Finland. Items are also delivered almost normally abroad, even though there may be some delays.

With different countries making decisions regarding border closures and the reduction of the number of flights offered by airlines, parcels and other items sent abroad may experience delays. Nonetheless, for the time being, freight and parcels will continue to be transported by road normally across national borders. When items arrive in Finland from abroad, they are processed and delivered normally at this end. Flight route cancellations may restrict the delivery of items mailed abroad from Finland. Items ordered from China will travel in part via exceptional routes and they may be especially subject to delays. This is because the Chinese government officials have set up certain restrictions, and airline companies have decided to suspend flights to Mainland China and other regions affected by the epidemic. You can find more detailed country-specific information on our website.

Yes, we will deliver online purchases to homes. We have also increased our home delivery capacity due to the higher demand. However, we have made the following changes to our operating model with regard to home deliveries:

  • Contrary to the normal way of working, the item will not be handed to the recipient. Instead, Posti’s driver will ring the doorbell and leave the item in front of the door. The driver will wait a few steps away until the recipient has received the item.

  • The driver no longer requests the recipient to sign for the item. Instead, the driver will enter the delivery in Posti’s system.

  • If an item that is delivered to the recipient’s home includes a cash-on-delivery fee, the item is directed to a Posti service point for pickup.

  • Traditional letter mail and newspapers will be delivered normally.

We have extended the storage times of items to 21 days. The change applies to items delivered after March 23 and it will remain in effect for the duration of the Emergency Powers Act. If you are unable to pick up your item, you can ask someone to pick it up for you. Follow these instructions:

  • If the item is in a Posti parcel locker, another person can pick it up using the locker code that you have received.

  • If the item is at a Posti store or a partner’s store, another person may pick up the item on your behalf by giving the item ID in the notice of arrival and showing a picture ID or driver’s licence.

  • In the case of a parcel subject to a Registration additional service, a registered letter, a letter with advice of delivery or an insured item, a power of attorney and ID are required to pick it up. You can find the power of attorney form here.

The storage period may be extended at full-service Posti outlets. Please note, however, that this service is subject to a charge.

We maintain an up-to-date contingency plan at posti.fi/korona. You can find the notice in Swedish at posti.fi/coronaviruset and in English at posti.fi/corona.

Some outlets are located on premises that are closed. For example, the lockers situated on the premises of different universities. Some of Posti’s service partners may also be forced to close their doors. Naturally, we no longer direct parcels to these locations during the closure. This site provides you with up-to-date information about outlets.

Answers for consumer customers

All work is carried out according to these instructions so that our personnel will not spread the virus or be infected themselves. According to the current information from THL, the role of surfaces is not significant for the spread of the virus. The risk of contagion via surfaces mainly applies to hospitals, where there are many sick patients or patients with symptoms. When picking up an item from a locker or service point, it is good to keep a safe distance to others and maintain good hand hygiene. We do not recommend that members of risk groups use the lockers, any more than other public spaces.

We currently adhere to the normal policies. If the item is at a Posti Parcel Point, you can ask another person to pick it up on your behalf by providing them with the locker code in the notice of arrival that you received.

If the item is at a Posti store or a partner’s store, another person may pick up the item on your behalf by giving the item ID in the notice of arrival and showing a picture ID or driver’s license.

A power of attorney and ID are required to pick up a registered letter, a letter with advice of delivery or an insured item on behalf of someone else. You can find the power of attorney form here.

Posti’s personnel will sign for an item on behalf of the customer. The identity of the person picking up the item is verified. The personnel will sign for the item in the following format: “Posti + salesperson’s first name and last name.” The advice of delivery is signed by personnel in the same way.

No, you don’t. You can inform the salesperson of the shelf ID on the notice of arrival so that the salesperson can locate the item on their device. You can hold your ID or driver’s license in your hand so that the salesperson is able to read the bar code. It is required for picking up items that need to be signed for.

During the pandemic, we strive to implement all our services according to our promise. Unfortunately, the pandemic may result in force majeure situations, as a result of which delays are not subject to compensation.

Hand sanitizers normally contain alcoholic products. As a flammable liquid, alcohol is classified as a dangerous good when transported. For this reason, it is not permitted to send hand sanitizer in a normal parcel.

If you represent a company that has an agreement in place with Posti, you can send hand sanitizer via Posti’s Smartship as an Express Parcel, Home Parcel, Express Freight or freight. As the additional service, select either LQ (a small quantity of dangerous goods, inner package max. 500 ml) or VAK (a large quantity of dangerous goods), depending on the amount of hand sanitizer you are sending in one parcel.

If you are not a contract customer yet, contact our customer service in contract-related matters.

Most of our outlets are open as normal, and you can find a list of our outlets with normal opening hours on this page.

If our outlet is located on our partner’s premises subject to unusual opening hours, we may not have up-to-date information regarding the opening hours. We recommend that you check the opening hours on the partner’s website.

Answers for corporate customers

The Home Parcel is currently the most in-demand option, and we have enough capacity to cover all deliveries. If necessary, we are also able to rapidly increase our home delivery capacity. We have prepared for this in advance with an additional transport fleet and personnel.

According to the current information from THL, the role of surfaces is not significant for the spread of the virus. Therefore, our lockers that are largely open are equally available to persons without a physical impairment.

We are taking measures to prepare for the increasing demand for online grocery deliveries and doing everything we can to provide tailored delivery and pickup services for retail operators.

In everything we do, we aim to prepare carefully and prevent the spread of the virus. That is why we do not currently deliver items that are normally paid upon receipt, as this would require the use of a payment terminal. Invoiced orders by contract customers can be stored (excluding cash on delivery items).

When looking for a suitable delivery time, we will check with the customer that the site is safe. If the site is safe, installations and deliveries will be carried out as normal. If there is reason to suspect that the site has been compromised, the delivery will be postponed until after the quarantine. Our driver will maintain a two-meter distance and not hand the reader to the customer. If necessary, it is possible to use the contactless feature in the payment situation.

The company’s pickup and delivery service cannot be temporarily moved to a different address. In this case, it is better to suspend the service entirely or arrange for someone to be there to receive mail. You can also amend the contract so that mail will be delivered, for example, on a specific day of the week.

Yes, you can. The aim is to enter temporary suspensions into force immediately upon the customer’s notification. However, this does not affect the compensation policy, i.e. we are unable to pay compensation for the duration of the suspension. As an exception to the product terms, the duration of the suspension may also be in excess of 2 months. You can suspend the service here.

Contrary to the normal way of working, the item will not be handed to the recipient. Instead, Posti’s driver will ring the doorbell and leave the item in front of the door. The driver will wait a few steps away until the recipient has received the item. The driver no longer requests the recipient to sign for the item. Instead, the driver will enter the delivery in Posti’s system.

If an item that is delivered to the recipient’s home includes a cash-on-delivery fee, the item is directed to a Posti service point for pickup.

Traditional letter mail and newspapers will be delivered normally.

The instructions by Posti’s Domestic Services are in line with the recommendations of the authorities, the Ministry of Social Affairs and Health as well as THL. The most important instruction regarding home care and personal assistance is taking care of good hand hygiene. Protective gloves should be worn in home care, just like in normal situations. A face mask can also be worn on a case-by-case basis. Nurses and helpers should stay at home if they are feeling ill.

Together with municipalities, we have discussed the situation and identified the customers who should be visited under any circumstances. Posti’s home service includes nurses, practical nurses and assisting caregivers with a high professional readiness to act in crisis situations. The customers’ condition is monitored, and in case of sickness, we will act in compliance with the municipal instructions.

Posti’s general instructions now also instruct the Home Service preparations. We also adhere to the Ministry of Social Affairs and Health’s special instructions.

If the item cannot be delivered, it will return initially to Posti’s terminal or pickup point, depending on the item. If we are unable to deliver the item by the service-specific deadline, the item will be returned to the sender.

You can pick up a parcel with a notice of arrival or the item ID. You must always prove your identity when picking up an item. Picking up a valuable mail item (Registered Letter or Parcel, Letter with Advice of Delivery, Post Insured Item) sent to a company requires a power of attorney from the company. The person picking up the item must provide proof of the authorization to represent the recipient company. Companies can prove the procuration with an extract from the trade register not older than three (3) months.

The person holding the procuration of the company can authorize someone else to pick up the item. The authorization can be given for each item specifically with a power of attorney that is valid only once or as a fixed-period authorization covering all mail items.

You can find more information regarding the use of a power of attorney here.

You can find the necessary instructions and links for changing a company’s address conveniently online.

Sending freight as an additional service, such as cash on delivery, is not currently possible during the state of emergency because we are unable to safely hand over items to recipients without using a payment terminal. If Posti receives a cash on delivery freight item, it will be returned to the sender. The same applies to cash on delivery Express Freight items.

For the time being, our freight traffic continues as before. However, the situation in Finland is rapidly changing all the time as the coronavirus epidemic spreads. In addition to a drop in the number of items sent, we are preparing for an increase in the number of absences due to sickness and the related effects. Based on our customer surveys, the number of freight items may decrease in the coming weeks by tens of percent.

The task issued by the Finnish Government for the entire transport sector is to ensure the smooth delivery of items that are critical for the security of supply in Finland. With freight volumes dropping, we will have to plan routes and schedules again, especially in low-volume sparsely populated areas. Some of these routes may have to be cancelled for now. There may also be changes in pickup and delivery routes. Contact your local contact person for more information.

It is of the utmost importance for us that our freight customers also comply with the general safety guidelines issued by the Finnish Institute for Health and Welfare as well as Posti’s other safety guidelines.

We would also like to remind you that our drivers do not currently accept the recipient’s signature on a mobile device or waybills. Items are signed for by the driver. We also try to avoid other forms of customer contact during item handovers.

We would ask our customers who are sending freight to ensure that items can be delivered to their intended recipients in accordance with the normal procedure. If we are unable to deliver an item to the intended recipient due to the state of emergency, we will be forced to return the item to the sender. However, we always attempt to contact the recipient to arrange delivery. Storing items in our terminals is not possible due to the potential risk of damage and the general lack of space.

We continuously manage our freight operations, reacting quickly to changing situations. Please contact our customer service with queries regarding the daily operations of our freight services. We maintain an up-to-date notification and contingency plan on Posti’s website. You can always find the latest updates at posti.fi/korona. The latest updates are always at the top of the page, with other important links and the Q&A section at the bottom of the page.