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HOW CAN I ENTER INTO A CONTRACT FOR USING OMNIVA’S SERVICES?
A framework contract can be entered into on our website. In order to enter into the contract, your company must be registered in the Estonian commercial register and the individual signing the contract must be a signatory of the company registered in the commercial register.
In order to enter into a contract, please use an ID-card or Mobile-ID to log in to our e-service environment.
Good to know!
If you would like to represent an NGO, foundation, or a public authority, please send an email to [email protected]. Our customer service will send you an application for opening a credit limit. -
HOW CAN I ADD USERS IN THE E-SERVICE ENVIRONMENT AND ASSIGN RIGHTS TO THE USERS?
Having registered as a business customer, the signatory of the company will be set as the main administrator by default. This individual can appoint a new main administrator, who will be able to add new users and assign rights to the users.
Instructions: Managing users in the business customer e-service
Good to know!
Select ‘Settings’ and then ‘Users’ from the drop-down menu in our e-service environment.
MAIN ADMINISTRATOR – can place new orders and view and change any orders of their company or authority, as well as add and remove users and manage their data;
ADMINISTRATOR – can perform any operations, as well as add and remove the responsible users and users of their company or authority and manage the data of their users and their company;
RESPONSIBLE USER – can perform any operations, as well as add and remove users of their company or authority and manage the data of their users and their company;
USER – can perform any operations which concern shipments and manage the data and preferences of their own user account -
HOW CAN I HAND OVER MY PARCELS TO YOU?
There are three options for handing over your shipments:
1) You can order a courier to come and pick up the shipment
2) You can take the parcels to a post office
3) You can send the parcels via a parcel machine
If you choose to hand over your shipment to a courier or at a post office, please stick the address card to the shipments (including the details of the sender and the recipient, a bar code) and enclose a delivery note. If you use a parcel machine to send your parcels, sticking the address card to the parcels suffices and there is no need to enclose a delivery note.
Good to know!
We advise you to use our e-service environment to register your shipments, as you will then be able to simply print the automatically created address card and delivery note from our system. If you are not able to use the e-service, you can fill in the delivery note here. -
HOW CAN I ORDER A COURIER?
You can order a courier via our e-service or by filling in a form here. If you would like to order a courier to pick up a large shipment, please let us know in the process of ordering the courier so we can send an appropriately sized vehicle to pick up the goods.
Good to know!
Select ‘Shipments’ and ‘Order a courier’ from the drop-down menu in our e-service environment. Enter the details of the order, the address, and time and place the order. -
WHEN WILL THE COURIER ARRIVE TO PICK UP THE PARCEL?
The times of picking up parcels differ in different cities and counties. The periods of picking up shipments can be found here.
Good to know!
At least two hours must be left between placing the order and the desired time of arrival of the courier. A two-hour time slot must also be allowed for the arrival of the courier. -
HOW CAN I REGISTER A MULTI-PARCEL SHIPMENT?
In order to register a multi-parcel shipment (MPS), you should simply change the number of parcels in the course of registering the parcel and the e-service will automatically generate an appropriate number of address cards with the same details but different bar codes. It is important to add an address card to each unit of the shipment. An MPS can only be sent by using the courier service.
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I CLICKED ‘PRINT ADDRESS CARD’, BUT THE FILE FOR PRINTING THE ADDRESS CARD DID NOT OPEN
In most cases, this means than pop-up windows are blocked on your browser, which prevents the file from opening. For the file to open, allow pop-up windows under the settings of the computer. Each internet browser has different instructions for doing this.
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AN ERROR MESSAGE IS DISPLAYED WHEN I AM SAVING A PARCEL. WHAT IS WRONG?
If saving a parcel in the e-service environment is unsuccessful, the error message displayed also specifies the reason.
– ‘The postal code you entered does not exist!’ – the postal code is incorrect or entered incorrectly. Please pay attention to the format of the postal code, e.g. Latvian postal codes include a hyphen (LV-12345);
– ‘“Speed” is a mandatory field’ – you have not specified the speed of delivering the shipment (air cargo or the delivery time of a domestic shipment);
– ‘There is no service which is suitable for the details of the shipment entered!’ or ‘The details of the shipment entered are not compliant with the service!’ – the weight of the shipment exceeds the maximum permitted limit;
– ‘The cost of the shipment cannot be determined!’ – the service is not being provided in this area (in the case of Courier 10 shipments) or the weight/dimensions of the shipment exceed the maximum permitted limit or have been entered incorrectly (e.g. you have used centimetres instead of metres to enter the dimensions) -
I NEED TO SPECIFY THE WEIGHT AND DIMENSIONS OF THE PARCEL IN THE COURSE OF REGISTERING THE PARCEL, BUT I DO NOT KNOW THEM. WHAT SHOULD I DO?
You can register a shipment without specifying the weight and dimensions of the parcel, as it will be measured and weighed at our sorting centre and the price will be determined based on these details. It is, however, important to make sure that the weight and dimensions of the shipment do not exceed the maximum limits permitted by the standard terms and conditions.
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CAN I PLACE SEVERAL PARCELS IN THE SAME COMPARTMENT OF A PARCEL MACHINE?
You may place several shipments in the same compartment of a parcel machine if you have scanned all shipments.
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SHOULD I PICK THE COURIER PLUS OR COURIER STANDARD SERVICE?
The Courier Plus service is designed for private recipients and the Courier Standard service for business recipients. It is important to choose the correct service, as parcels are only delivered to business customers between 9 a.m. and 5 p.m. on working days; to private customers, however, they are also delivered in evenings and on Saturdays.
If you have an online store and you often send parcels to private customers, please ask your account manager for further details about the delivery solutions provided to online stores.Good to know!
We will call private customers in advance to agree on a suitable time for delivering the parcel. -
WHAT ARE THE DIFFERENCES BETWEEN THE COURIER PLUS AND COURIER MAIL ORDER SERVICES?
One of two alternative services can be selected to send a parcel to a private customer – Courier Plus or Courier Mail Order. The Courier Mail Order service is most appropriate for the needs of an online store.
Courier Mail Order – in order to use the service, please contact your account manager.
– One zone all over Estonia
– One price all over Estonia
– The recipient can return the parcel to the sender via a post office within 14 days
– We will store the parcel for 15 calendar days
Courier Plus
– 4 zones
– 4 different prices
– The recipient cannot return the parcel
– We will store the parcel for 7 calendar days -
I HAVE A LARGE NUMBER OF ORDERS. DO I HAVE TO REGISTER THEM IN THE E-SERVICE ENVIRONMENT ONE BY ONE OR IS THERE AN EASIER SOLUTION?
If you would like to avoid the manual labour, you can use various different options for sending us the details of your shipments – automatic transfer of XML data, Presend, and B2C data import. For more information about data exchange, please click here.
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CAN I USE A CSV FILE TO IMPORT THE DATA OF MY SHIPMENTS?
Yes, you can (except in the case of Courier Europe shipments).
The CSV Sample file and instructions can be found here. Instructions for using the application for registering parcels addressed to business customers → Importing shipments, CSV SampleGood to know!
The codes for the parcel services and additional services provided in Estonia can be found here.
In the case of using the parcel machine or post office service, the ZIP field (R field) must include the specific number of the parcel machine or post office (e.g.: Rae post office, 75399) which can be found here. -
HOW DO I NEED TO REGISTER THE SHIPMENT IF THE ADDRESS OF THE SENDER AND THE LOADING ADDRESS ARE DIFFERENT?
First, you need to draw up a parcel card with the details of the sender and the recipient of the goods. Next, you must order a courier. In the course of placing the order for a courier, you will be able to specify the loading address where the goods will actually be picked up from.
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I NEED TO SEND A VERY FRAGILE SHIPMENT. WHAT DO I HAVE TO DO?
In the case of fragile goods, you must order the ‘Careful handling’ additional service and equip the parcel with a label stating ‘Ettevaatlik käitlemine’ (‘Careful handling’) and/or ‘Fragile’, which must be placed next to the address card. The ‘Careful handling’ stickers are available from post offices or can be ordered to your office via your account manager.
PLEASE NOTE! Please do not forget to pack the shipment properly. The instructions for packing and labelling are available here.
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WHEN WILL MY COURIER SHIPMENT REACH THE RECIPIENT?
Domestic shipments generally reach the recipients on the next day, but not later than three days after handing over the shipment (except on Sundays and public holidays).
The delivery times of international courier shipments depend on the service selected.– Guaranteed delivery times apply to the EMS express courier service. The delivery times can be found here.
– The Courier Europe delivery times are estimated. The average delivery times can be found here.
– The Pick-Up Point Service - Courier and Courier Europe parcels sent to Finland arrive in the region of Helsinki on the following day*, to larger cities (e.g. Lahti, Turku, Tampere) on the day after the following day, and to elsewhere in Finland not later than within four days.
*Shipments arrive on the following day if handed over to the business customer service or to a courier in Tallinn by noon.
