Problems with a parcel

What to do if you notice external damage to a package during delivery

For courier deliveries

When receiving a package from a courier, we recommend inspecting the outer packaging together with the courier. If you notice damage that might have affected the contents, you can:

refuse to accept the shipment, or
request the courier to file a package damage report in their system.

If the courier identifies damage before delivery, they will fill out a damage report on your behalf. You will be contacted by phone or email to confirm whether you want to accept the parcel despite the damage or refuse it.

For parcel locker or parcel point pick-ups

If you notice damage when picking up a package from a parcel locker or parcel point, please take clear photos of the damage while you are still near the parcel locker or point. Then, send the shipment information, a description of the damage, and the photos to us via email at klientuapkalposana@smartposti.com or complete the claim form on our website. At parcel points, you can also ask an employee to fill in a parcel damage form for you.

Our specialists will review your case and contact you for further assistance.

What to do if you notice damage to the contents of the package

Notify the sender immediately if you discover damage to the contents of your package. The sender will need to submit a claim in the country of dispatch.

If the package arrived without visible external damage but the contents are damaged, you should still contact the sender.

Frequently asked questions

If you’re unsure where your parcel is, here’s what to do:

Track your parcel: Use the tracking link and code provided by the sender to check the latest updates. Track item
Check your notifications: Look for an SMS or email notification from us (and don’t forget to check your spam folder). These messages often contain important details about your parcel’s status.
Missing contact information:
- If your parcel hasn’t been shipped yet, contact the sender immediately. If it’s already on its way and SmartPosti is handling the delivery, please contact our customer service with your tracking code and updated information.
Need more help? If you still haven’t received any updates or are unable to track your parcel, contact our customer service. We’ll assist you in locating your parcel or resolving the issue.

If you need assistance, our customer service team is here to help:

+371 67815914 | klientuapkalposana@smartposti.com. (Mon–Fri 8:00–18:00, Sat 10:00–14:00)

We’re just a call or email away!

You can track your parcel anytime with the tracking number provided by the sender. Deliveries are usually made the next working day after your parcel arrives at the SmartPosti terminal. Track item

You’ll receive a notification via SMS or email with the estimated delivery time, and the courier will contact you before arriving. You can easily track your parcel with the tracking number provided by the sender. Track item

This may happen if your contact details weren’t included or were incomplete in the delivery information. In some cases, restricted access to apartment buildings can also prevent the courier from delivering your parcel. What you can do:

1. Double-check the contact details provided in your order to ensure they are accurate and complete. 2. Contact our Customer Service:

+371 67815914 | klientuapkalposana@smartposti.com (Mon–Fri 8:00–18:00, Sat 10:00–14:00) If your parcel hasn’t been delivered, get in touch with us to arrange a redelivery or discuss an alternative solution.