Help with problems

You can check the estimated delivery time here. Our estimated delivery times are based on past average delivery times between the sending location and delivery location in question. However, they can’t accommodate for all unexpected disruptions that may occur during the journey. Usually, minor delays like that pass in a day or two. So a little bit more patience, please! 

The tracking shows when and where the parcel was last registered. In other words, the location data is not real-time. In the most likely scenario, the parcel has already moved on. So a little bit more patience, please!

But if you’re desperate, our customer service can find out on the phone or via the OmaPosti chat if the parcel has continued its journey.

If you haven’t received your parcel even delayed, you should inquire about it. It is best if the sender submits the inquiry because they usually know best what the parcel looks like and what it contains. If the parcel’s location does not show in tracking, we normally search for the parcel based on its appearance. You can submit your inquiry using a form, via the OmaPosti chat or by calling our customer service.

The notice of arrival sent to you by SMS includes your parcel’s pickup location. Once your parcel has arrived, you can also see the pickup location on the item tracking page based on the Item ID.

Posti uses an automatic parcel routing system, which routes parcels in the following order:

1. The pickup point selected at the time of order If you make an online purchase and select a pickup point (a Parcel Locker or service point) as your delivery location where you want to pick up your parcel, that is where your parcel is routed. The online order’s routing service code overrides the My Pickup Point set in OmaPosti. It is possible that the pickup point you chose is temporarily full. It may be receiving more parcels than there are available lockers. In this case, we will route the item to the nearest available pickup point.

2. My Pickup Point The OmaPosti app includes the option to set a free My Pickup Point. We will deliver your parcel to your My Pickup Point, if you haven’t selected a pickup point in the online store and the parcel is directed to a street address. The item information should also include your phone number.

3. The address in the item information Based on the street address, the parcel is delivered to the nearest Posti pickup point provided that: - a pickup point was not selected when placing the online order AND - My Pickup Point has not been set in OmaPosti.

If the parcel wasn’t delivered as agreed, please contact our customer service by phone or via the OmaPosti chat.

Buy a storage period extension. This is how you do it: a) Open the OmaPosti app and view the parcel’s information. b) Go to item tracking, enter the Item ID. Then click the “extend storage period” button. If the button doesn’t appear, you can’t buy an extension. In that case, please contact the sender. The sender can request an extension to the storage period by filling in this form.

You can also ask a friend or relative to pick up the item for you. Picking up the parcel doesn’t require a power of attorney. The person picking up the item just needs to show their ID and provide the Item ID. A power of attorney is required when picking up a registered item.

We return parcels that haven’t been picked up to the sender. Here is what you need to do if the parcel’s return has begun:

a) Domestic parcel Notify the sender of the return of the parcel.

b) International parcel If the parcel arrived from abroad and it hasn’t left the country yet, our customer service (link: posti.fi/asiakastuki) can attempt to stop it. However, we can’t guarantee that this will succeed. Good to know: If you know that your phone number is missing from the details of a parcel you are expecting, use the OmaPosti application. With OmaPosti, you can easily add Item IDs and track the progress of your parcel. The application will send you a notification once the parcel is available for pickup. Parcels are usually stored for 7 days. If you have selected a printed notice of arrival, it will arrive in 1–4 working days. The sender should always find out the recipient’s phone number so that the notice of arrival can be sent quickly via SMS, email or the OmaPosti application.

Submit a damage report here and notify the sender. Once the damage report has been submitted and the damage has been verified, the sender can seek compensation.

Yes, you can. We are liable for damage that occurs during transport, primarily to the buyer of the transport service, such as an online store. The precondition of compensation is that we can establish that the damage occurred while we were responsible for the item. The compensation practice is based on the Postal Act, the provisions of the Postal Union convention or the Act on Road Transport Contracts. You can find more information about our compensation bases here.