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What to do if the package is lost?

We have been working in the delivery industry for several years now. In general, our statistics show that delivery by courier is more reliable than mail - due to shorter delivery times and more careful handling of items. But, unfortunately, there are also cases when parcels do not reach the recipient. Therefore, in this section we will tell you what to do if the missing package turns out to be yours.

The first step: from the very beginning, you must make sure whether there is really a reason to panic. Typically, almost all courier companies assign a track number to each shipment. Therefore, we check the status of our shipment using the track number.

Second step: If the status of the shipment has not been updated for a long time and all delivery deadlines have long expired, then don’t waste time, let’s start searching. To begin the search, the sender or recipient needs to file a complaint with the person who provided the service, the courier company or the post office.

Note. If your shipment was processed through us, our specialists will help you draw up a statement/claim.

Here's what you need to apply to search for a parcel:

• Free form submission;

• Document confirming the fact of dispatch;

• A document confirming the cost of the shipment.

Third step: Once the application has been sent to the courier company, you will need to wait. A response can sometimes take up to a month.

It is important to know! If successful, your shipment will be found and sent to the recipient. If the parcel is not found, you will be compensated for the cost of the parcel, as well as delivery costs, but other scenarios also happen, we will talk about them in the next section...

We wish you that your parcels do not get lost!

The main duty of courier companies is to successfully deliver the cargo to its destination, but...in the process of transportation, several unforeseen situations may arise, as a result of which the cargo may be damaged.

Therefore, in this article, we will consider the sequence of cargo receiving algorithms. As the quote goes, “Forewarned, therefore, armed”.

Terms of shipment acceptance

No way! Not under any circumstances! Even if the courier was in a hurry. Do not immediately sign the proof of delivery until you are sure that everything is in order with the shipment. You have the right to open the package and inspect its contents, especially if there are visual defects in the packaging.

Important to know: You signed - so you confirmed the receipt and the absence of claims!

Couriers such as Itella, Venipak... of course, will consider your claim, and that's it, you probably won't get compensation.

Therefore, at the moment of receiving the cargo, we recommend evaluating the appearance of the package!

If you find visual defects in the presence of the courier, we immediately open the package and check its contents. If you noticed a shortage or damage in the contents of the shipment, the courier needs to document this fact.

This act will be your main document, with the help of which the courier company will be obliged to pay you compensation

Usually, many couriers have a separate form - AKTS, if the courier does not have a separate form, then this fact is documented in the delivery confirmation.

After drawing up the act, you immediately need to notify the cargo carrier about it and make a claim. If your shipment was processed through sender.lv. service, then you need to report it to us.

If you signed the delivery confirmation, but later found a damage, do not give up, sound the alarm and write a claim.

From all of the above, we also want to draw your attention to the fact that quality packaging is the key to successful delivery. In addition, it should not be forgotten that various force majeure situations may occur during cargo transportation, therefore, we recommend additionally insuring cargo with a particularly high value.

The delivery time of the package depends on the type of service chosen by the sender of the package.

If the shipment is not delayed on the way, in the sorting centers, in customs or for other reasons, then it will be delivered on the specified date, during the working day.

Please follow by tracking number.

To ensure that the package is delivered to the addressee safely and on time by following the packaging instructions and procedures outlined below.

• Use a sturdy box with intact flaps.

• Remove any labels, hazardous materials notices, and other previous markings not applicable to the current shipment from the box.

• Wrap each item individually.

• Use appropriate padding material.

• Use sturdy shipping tape.

• Do not use string or wrapping paper.

• Use only one address label that clearly shows the full shipping address and return address.

• Place another address label in the package.