How can I sign a contract with SmartPosti?
To agree on regular deliveries and sign contract with SmartPosti please contact our sales team via e-mail pardosana@smartposti.com or phone +371 67815903 on weekdays from 9:00–17:30. Please explore also our e-shop – a self-service channel to send parcels by SmartPosti within Latvia, to Estonia, Lithuania and Finland.
Where can I see the processing status of my package?
Please use the Parcel Search section by entering the full and correct package number (tracking number). The package has been delivered to the Recipient if the shipment status is marked as “delivered”. Use this tracking site for GLS shipments. If the delivery of the package failed, the tracking will show the reason for the non-delivery. If you have additional questions, please contact us by writing to klientuapkalposana@smartposti.com.
How much does it cost to send a parcel?
If you plan to use the services regularly, please contact our sales team by writing to pardosana@smartposti.com or by calling +371 67815903 on weekdays from 9:00–17:30. To find out the cost of parcel delivery in the SmartPosti network, please go to the SmartPosti e-store.
How can I file a claim for a lost or damaged package or shipment?
If you have a cooperation agreement with SmartPosti, please fill out the claim form. When submitting a claim, please attach the related documents (invoice of the value of the contents of the shipment, damage report, photos of the packaging and contents, etc.). Upon receiving the application, our Quality Specialist will contact you and inform you about the assigned claim case number. If you are the recipient of the shipment and you do not have a contract with SmartPosti for the claim shipment delivery service, please report the claim to the sender or contact our customer service for further instructions.
The shipment appears as delivered, but the recipient denies it, what to do?
If the status of the shipment in Parcel Search tracking shows as delivered, but the recipient denies it, please fill out a claim application, attaching the invoice for the value of the contents of the shipment, a Certificate of non-receipt signed by the recipient, and the recipient’s e-mail address, as well as a contact phone number. Upon receiving the application, our Quality Specialist will contact you and inform you about the assigned claim file number.
Why was the pickup of my package not successful in Europe?
In order for the package to be picked up from European countries successfully, please take into account:
• the dimensions of the package or package must meet the requirements set by GLS;
• the sender of the package must be on the spot at the specified address at the time of the courier’s arrival and must be aware that the package has been picked up in order to deliver the correct package;
• the pick-up address must be specified correctly, and the address must not contain obstacles to access (for example, special access codes, limited working hours, etc.);
• make sure that the correct e-mail is specified for the recipient in Latvia, to which the tracking number and the description of further actions will be sent. Please note that according to GLS regulations, the courier does not communicate with the Sender by phone, therefore please inform the Sender to ensure the possibility of picking up the package in the specified time period on the next working day after placing the order. In the case of failure to pick up the package, a detailed case investigation is not provided on the part of the sending country, and the reason for the failure to pick up is noted in the form of an appropriate sound in the tracking system. In this case, you as the customer need to submit a repeated pick-up application.
How do I need to pack my shipment, for safe transportation?
The shipment must be packaged in such a way that the contents of the shipment will not be damaged without damaging the outer packaging. If the contents of the package are potentially breakable, be sure to use additional inner packaging. Content units must not move freely inside the package during transportation (all free spaces must be carefully filled with cushioning inner packaging, such as bubble wrap, foam pellets, etc.) Details of packaging requirements can be found here.
I have questions about warehouse solutions, to whom I can speak?
To get answers about warehousing services, please contact our sales team by writing to pardosana@smartposti.com or by calling +371 67815903 on weekdays from 9:00–17:30. You can also find some useful information about on our website under Warehousing section.
Why my shipment is delivered to neighbor address?
According to the established delivery procedures in various European countries, shipments can be delivered to the nearest neighboring address to the recipient’s address if the recipient cannot be found at the specified address at the time of delivery. Please note that according to GLS regulations, in European countries the courier does not make telephone contact with the recipient before delivery.
What should I consider when creating shipments to the UK?
When sending your SmartPosti shipments to the United Kingdom (UK), starting from 21.12.2020, it is necessary to submit documents for customs formalities. Please send the following documents to customs.lv@smartposti.com: goods accompanying documents (invoice/ specification/ packing slip) completed customs consignment form. If you as a sender need additional support in preparing documents and completing formalities, please contact us by email at customs.lv@smartposti.com, and our declarants will certainly help you. Comprehensive information for entrepreneurs related to Brexit can be found on the website of the SRS.
What should the recipient do if a damaged package is delivered?
At the time of package delivery, the recipient must assess the package’s outer packaging in the presence of the courier. If the package is damaged and no damage report or damage sticker is attached to the package, the recipient must request the courier to note the damage and receive a damage report, which is completed in two copies in the presence of the SmartPosti courier and signed by the recipient and the courier. One copy of the damage report is given to the recipient. If not only the packaging but also the contents of the package are damaged, the recipient must notify the Sender no later than 7 days after delivery. The sender has the right to submit a claim to SmartPosti by filling out the application and attaching photos of the damage and the invoice for the goods. If the package is not damaged and the damage to the contents is discovered only after opening the package, in such a case the responsibility of the carrier (SmartPosti) is not determined, because sufficient packaging was not used for safe transportation of the package. In case of questions and uncertainties, the Sender can contact SmartPosti by writing to claims.lv@smartposti.com for analysis of the situation.
What should the recipient do if a damaged shipment is delivered?
At the time of cargo delivery, the recipient must assess the external condition of the cargo in the presence of the carrier. If the package is damaged, it must be noted on the cargo delivery document (CMR), which is signed by the consignee and the supplier. The Recipient must notify the Sender no later than 7 days after delivery. The sender has the right to submit a claim to SmartPosti by filling out the application and attaching the CMR, photos of the damage, the goods invoice. If the package is not damaged and the damage to the contents is discovered only after opening the cargo package, in such a case the responsibility of the carrier (SmartPosti) is not determined, because sufficient packaging was not used for the safe transportation of the package.
In case of questions and uncertainties, the Sender can contact SmartPosti by writing to claims.lv@smartposti.com for analysis of the situation.
How can the sender change the recipient’s delivery information if the package has already been delivered to SmartPosti?
Please write to bizness@smartposti.com, specifying the following information: sender name shipment number the shipping address of the original shipment new shipping address recipient’s contact information sender’s contact information. Upon receiving the request, our Customer Support Specialist will contact the applicant and confirm the changes made, if possible, depending on the stage of processing the shipment.
What to do if the collection of the parcel in Latvia is not fulfilled or is delayed?
Please contact us by writing to bizness@smartposti.com or by calling +371 67815903 on weekdays from 9:00–17:30.
Why is there no recipient’s signature on the package delivery confirmation?
The delivery of the package can be made as a contactless delivery without receiving the recipient’s signature, if: a written confirmation of the recipient has been received on the courier’s mobile device (SMS) that the shipment can be left without the presence of the recipient at a certain place (delivery in Latvia) the consignee has authorized the local delivery depot that the parcels can be left in a special parcel receiving area or place without the consignee’s signature (delivery in Europe) If the recipient refuses to receive the shipment, please contact us by writing to bizness@smartposti.com to clarify the delivery conditions.
Where can I find the fuel ratio for the current month?
You can find information here.
Does the company have valid Quality Management and Environmental Management certificates?
Quality management system standard LV EN ISO 9001:2015 Environmental management system standard LV EN ISO 14001:2015.
I am a Contract Customer and I have a question that I do not see an answer to on the website, who should I contact?
Please contact us by writing to bizness@smartposti.com or calling +371 67815903 on weekdays from 9:00–17:30.
Where is my shipment?
Use the Shipment search section to see the status of your shipment. You will need to enter your tracking number. The shipment delivery process is successfully completed if the shipment status is marked as “Delivered”. If the delivery of the shipment has failed, it will be marked accordingly in the system. If the shipment has not been tracked, you have any questions about the shipment number or have other questions, please contact our Customer Service. We will be happy to help you find out the details of your shipment.