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NovaPoshta FAQ

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To send a parcel

Documents are not needed. If the declared cost of the shipment exceeds 50 000 (fifty thousand) hryvnia , the representative of the company "Nova Poshta" can ask the sender for documents confirming the cost of sending (goods receipt, invoice, etc.).
Cargo compartment (no weight restrictions) and address pick-up/delivery receiving/issuing of shipments, one of which does not exceed the following parameters:
  • weight (actual or volumetric) up to 1000 kg;
  • length or width up to 300 cm;
  • height up to 170 cm.

the Post office (up to 30 kg at one location) are receiving/issuing of shipments, one of which does not exceed the following parameters:

  • weight (actual or volumetric) up to 30 kg.
  • length, width or height - up to 150 cm.

Postomat "PrivatBank" (up to 30 kg) are results of actual shipment weighing up to 30 kg per shipment:

  • weight (actual or volumetric) up to 30 kg.
  • length - 61 cm;
  • height up to 37 cm;
  • width - 35 cm

the Mini-branch (up to 10 kg per shipment) carry out receiving / issuing the departure of the actual and volumetric weight up to 10 kg:

  • weight (actual or volumetric) - up to 10 kg;
  • length - 55 cm;
  • width - 25 cm;
  • height - 35 cm

Learn about acceptance/delivery of the shipment by size or weight exceeds the allowable limit, You can call the contact center at the telephone number 0-800-500-609, or at the nearest branch.

Company "NovaPoshta" provides service for package shipments. In the office You can receive free branded plastic bags for documents (25х36 cm) and for small packages shipments (38х40 cm). In addition, You can use the paid types of packing: crate, box, stretch film etc.
Crate is a special kind of package that represents a structure of wooden boards and battens, as the basis for consolidation of shipments. The crate protects the shipment during transport (applicable for large, fragile or valuable shipments).

the List of shipments to be crate

the
  • metal products and structures of irregular shape or protrusions;
  • mechanisms (compressors, mixers, etc.);
  • Moto-tech (motorcycles, mopeds, ATVs, bicycles, etc.);
  • car parts (engines, transmissions, axles, suspension, driveshafts and other parts with the protrusions or dirty, etc.);
  • industrial, commercial or sports equipment;
  • self-service machines (IBox, Kawamata etc.);
  • plumbing (baths, showers, etc.);
  • furniture (chairs, tables, cabinets, cupboards, etc.);
  • upholstered furniture (armchairs, sofas, Ottomans, mattresses, etc.);
  • glass (Windows, automotive, glass, etc.);
  • Windows;
  • door.
The list of shipments prohibited:
  • Cash (signs),including foreign currency, securities;
  • Firearms and their parts and ammunition;
  • asbestos; flammable, combustible and explosive substances, radioactive substances, other hazardous shipments label ( non-flammable gas, oxidizer, infectious substances, pyrophoric substances, toxic, radioactive substances, dangerous when wet substances, harmful substances, poisonous gas)
  • Cylinders and liquid gas (except for empty cylinders with twisted or missing valve);
  • Car batteries, batteries for motorcycles and agricultural equipment (excluding empty batteries)
  • Animals (animal remains),and plants;
  • Foods that perish quickly;
  • Sending, requiring special temperature conditions;
  • Other items that are prohibited by current legislation of Ukraine;
  • of Departure, a smell, are dirty and can cause harm to others by sending or damage to health of people or animals.
On the 3rd working day after the shipment is already in office, the sender and recipient are informed via an SMS message.
Declared value is the cost of shipment is specified by the Sender when making Express-invoice (EN),and in the case of damage or loss - kompensiruet company.
If You do not want Your shipment has been issued to the Recipient, You should contact the nearest office of the company and fill out an application for the return shipment.
To arrange a return shipment can only Sender. Without issuing a refund from the Sender, the shipment will not be refunded. To return the shipment to the Sender you must contact any branch with your passport and room Express invoice and write the application for return shipping. Also the Sender can contact the contact center by phone number 0-800-500-609 (if the cargo is transported from office to office and back does not exceed 10 000 UAH.) for a return of the goods over the phone (application are only accepted with a phone number that is specified in the Express waybill) or return it to the online chat on the company website in your account: //novaposhta.ua (if the cargo is transported from office to office and back does not exceed 10 000 UAH.).

If the return shipment (at the time of writing the application for refund) must pay the cost of transport services and the fee for storage (if that is counted). To cancel a statement or a claim for refund is impossible.

Number Express invoice, you can restore at any branch of the company "Nova poshta". This requires the Recipient to provide a contact telephone number and passport, the Sender is to fill out the appropriate form and provide a passport. Please note that the invoice number can recover the Consignee only after loading the cargo compartment of the Sender. If the cargo sent by a legal entity, in this case, the representative of a legal entity or a private entrepreneur to recover the invoice number must provide a passport and a power of attorney.
For shipments are determined by the actual volume or weight of pallet. You can find more details in the Rules of determining weight.
The TTN is formed in the personal account by the seller himself, after the seller has carried the parcel to the post office, full information will appear.

To receive the package

Transit warehouse is a Central warehouse in the area, there are parcels disbanded and sent at the patch offices, in other words, in a transit warehouse are delivered all the cargo, after which they are forwarded to different offices of the city region.
Nomer EN is in the upper left corner of the form:Nomer EN is in the top left corner
Room YONG said the Sender. Room YONG is also indicated in the SMS message about the arrival of the shipment to the Department.

You can restore the room YONG in the Department and to the administration, if You are the Recipient of the shipment for YONG. For this You need to inform Your phone number and show the identity document; for legal persons - also the obligatory presence of a proxy.

Departure you can get it if you have the invoice number, without providing proof of identity, while fulfilling the conditions: declared value of shipment up to 5 000 UAH on the invoice and return shipping (the return shipping of cash, money order, payment control) in the amount of 5 000 UAH. If conditions are not met, in this case, the sending with a declared value of up to 999 UAH 14 inclusive can be obtained in the presence of the following original documents:

    the passport of the citizen of Ukraine,

  • passport of citizen of Ukraine for travel abroad
  • foreign passport,
  • a military ID,
  • certificate,
  • the certificate of the militiaman,
  • driving license (issued in Ukraine),
  • student card
  • diplomatic passport of Ukraine
  • a service passport of Ukraine,
  • a certificate of permanent residence
  • residency,
  • migrant card,

    • a refugee certificate

  • a certificate of an officer,
  • the Participant of the Program "Increase opportunities" plastic or electronic format (with the additional three requirements for issue on the map, the Client knows the invoice number, cardholder data and Recipient data on the invoice match, the Client is a natural person (issuance of legal persons are prohibited)).

If the declared value of your shipment 15 000 UAH and more, in this case to the administration is possible in the following documents: passport of citizen of Ukraine, passport of citizen of Ukraine for travel abroad, a temporary certificate of citizen of Ukraine, passport of a foreign citizen, filled with Cyrillic and / or Latin (for shipments, the Recipient is foreign citizen. The passport of a foreign citizen, filled with letters of another alphabet, are only accepted with an apostille (the official translation of the passport into Ukrainian language).

A natural person not stated in YONG as the Recipient, and in the absence of the service ordered "delivery in person" for receipt of the shipment, you must provide one of the following documents:
  • under the power of attorney and the identity document in accordance with a power of attorney (passport of citizen of Ukraine, passport of citizen of Ukraine for traveling abroad or driving license for shipments declared value up to 15 000 UAH);

    • the passport of the citizen of Ukraine passport for travel abroad, confirming the identity of the recipient specified in the Express waybill and at the same time own a passport of citizen of Ukraine / Ukraine passport for travel abroad and the number of Express invoice (for shipments declared value up to 15 000 UAH);

  • Own the passport of the citizen of Ukraine passport of citizen of Ukraine for travel abroad and the number Express invoice, if in Express invoice indicated the service return shipment "Cash transfer" or "Verification of payment" and the amount of return delivery is not less than the declared value of shipment ( for shipments declared value up to 15 000 UAH);

    • the Document confirming the degree of kinship if the individual is a close relative of the recipient (for shipments declared value up to 15 000 UAH):
    - for the family - the passport of citizen of Ukraine;
    - for parents - passport of citizen of Ukraine;
    - if the Recipient is a married woman, and in the passport of a relative (husband, father, mother) stated her maiden name, an additional document is the marriage certificate or the passport of the citizen of Ukraine.

To receive shipment of a legal person must present the original power of attorney with powers of receipt of the shipment and the identity document in accordance with the power of attorney (the original of the passport of citizen of Ukraine or foreign).
It is possible, but the power of attorney must be notarized.
You can receive a shipment with the declared value up to 14 999 UAH inclusive if there are insignificant discrepancies in the data (one letter in the name or surname) in the EH and the identity document. You can receive the posted price up to 14 999 UAH Including if there is a significant discrepancy between the data (from two letters in the name and surname) in the EH and an identity document if:               
                    
  • provide your identity document and the number of the express invoice for the return of securities, payment control or money transfer (in the amount not less than the declared value);
    •                 
  • provide a written power of attorney and an identity document in accordance with the power of attorney, and the number of the express consignment note (for representatives of legal entities).
    •               
              

In other cases, the Sender must make an application for changing the data in the EH, specifying the correct data and contacting the department or the assigned manager.

Yes. Upon receipt of the first part departure You need to pay for Express invoice in full (with YONG, in the "Additional information about sending the" specify the number of places of worship and list the barcode not taken places).
Upon receipt the Recipient has the opportunity to inspect the goods. This is possible only after full payment of services delivery and the amount of cash payment. The cargo is inspected in the presence of the employee. If the Recipient has comments to load and he wants it back, he will be given the form "Inspection/rejection of goods". The form is filled out in two copies, indicating the reasons of refusal of the goods. After filling out the Recipient regain all previously paid amount of money.
You have every right to refuse the ordered goods, but but before ordering goods through the online store, Bulletin Board olx.ua you need to discuss or to read the terms of payment and delivery of goods. Current who sells, he says that see a well-sized table and correct itself endangered, as the product is not accepted back. If someone is not sure, he throws money onto the card, and is calculated upon receipt of the goods, the goods have been shipped for new mail, he looked it, not satisfied and money does not pay. But such a system only in major online stores and in small, for example, which sell clothing, this system does not work, you need to put money on the card and only then to the goods. Here you are not insured and themselves at risk, but much cheaper.
In order to obtain the return delivery, you must:
  • to specify the number of Express-invoice (EN) return shipping (according to the Recipient) number or YON, by which You carried out the administration;
  • to present a document proving Your identity, namely: the passport of the citizen of Ukraine or passport.
Schedule of delivery:
  • Mon, Tue, Wed, Thu, Fri, Sat *:
  • 9:00 - 21:00 in the regional centers;
  • 9:00 - 18:00 in all other cities;

    • holidays on a special schedule.

* on Saturday must be ordered service "Saturday delivery"

Yes. After You will contact the courier to obtain the address and time for receipt of the shipment, you must report that Your shipment was forwarded to the Department, putting his number and address. This service can be used by Sender and Recipient (within one city)
Sending stored free for 5 working days starting from the 6th day there are Supplement according to the rate:
  • Documents, securities - 5 UAH/day
  • Parcel and cargo - 15 UAH/day
  • Tires-Wheels - 15 UAH/day
  • Paletta Gruz - 30 UAH/day
If within 25 working days from the date of receipt in the office of the recipient is not receiving the request or return the shipment, it is considered unclaimed, and the company "New Mail" has the right to dispose of such shipment at its discretion.

to find out the possibility of receipt of the shipment stored in office for more than 25 working days, please contact customer support by phone 0-800-500-609 or the closest (to the administration has the right as Sender and Recipient).

to get departure, You should:

  • visit the nearest branch and contact the operator;
  • call number Express invoice (EN)
  • the operator will check the possibility of the return shipment the same day, and with this feature You are required to pay the cost of storage and transportation.

the arrival of the shipment You will be informed via an SMS message or a phone call.

Detailed information and tariffs on international shipments You can find the link: https://novaposhta.ua/ru/international_delivery/how

due to the complexity of customs clearance in Russia, in the direction of Russia (and Russia) will temporarily be accepted only document shipments.

If you send the goods You don't need - You can just ignore its return. If within 25 working days does not request a refund or transfer, goods will be sent for recycling. In this case, neither the Sender nor the Recipient did not pay.
Invoices that begin with "1" and consist of 11 digits are filled in manually if there is no Internet access (by courier to the Customer's address or at the office with no Internet access),and added to the information system during the day.
The maximum term of consideration of claim of a material nature shall be 30 calendar days. Thus, depending on the complexity of the situation and the circumstances of the referral may take longer time.

Additional services

Call a courier in the following ways:
  • call the hotline 0-800-500-609;
  • fill in the application form on the website.
Delivery be carried out within 5 working days. At the end of this period, the shipment will be delivered to the branch № 1 of the city of the recipient.
Yes. For this You need to spend Checkweighing, staff offices, and to make the Act of discrepancy of weight. If the weight is different from the one specified in the Express-invoice (EN),the shipping cost will be recalculated. Service control weighing and drafting of the act of discrepancy of the weight are free.
To pay with a payment card is possible only for transport services of the company "New Mail", provided that the branch has a POS terminal. A list of offices, which are equipped with POS-terminal, You can find on the website: //novaposhta.ua/uk/privatnim_klіentam/oplata.

Please note, if you specify the return delivery of the funds, then this amount must be paid in cash.

No, paying with a payment card is possible only for transport services of the company "New Mail", provided that the branch has a POS terminal.
The cost of forwarding will be calculated for each invoice separately. Forward cargo compartment at the Customer's address within the same city can both Sender and Receiver. To forward the cargo by one of two methods:
  • to apply to any branch with your passport and room Express invoice and write the application for forwarding cargo.
  • to contact the Contact center by phone number 0-800-500-609 for registration over the phone applications for forwarding (if the estimated cost of shipping up to 10 000 UAH. inclusive. Application shall be accepted only from the phone number specified in the invoice).
  • to contact the online chat in your account on the website //novaposhta.ua (to apply for a redirection online is possible if the estimated cost of the shipment up to 10 000 inclusive). Please note that the cost of this service is charged according to the price list provided on the website: https://novaposhta.ua/uploads/misc/doc/dodatkovi_poslugy_ua.pdf

Also, please note that forwarding is done within 1-2 working days only after arrival of the goods at the office specified by the Sender. Request forwarding can not be undone.

Estimated value - the cost of the shipment declared by Sender in Express invoice. The estimated value should be equal to the real (market) value of the shipment.
Shipments with a declared value, when the flow which the Sender instructs the Contractor to recover certain first amount of Departure from the Destination and forward it to the Sender (Customer).
If the clearance will indicate the service is "Penny perekaz", in this case, the funds may obtain the Sender within 2 hours after sending the translation (the translation is sent after receipt of the goods) in any office in which the cashier "Forpost". In the days following the cash transfer can be obtained according to the work schedule of the Department. If a reverse delivery of cash returns in the form of cash in an envelope, You, as the Sender will be informed of the arrival of Your money to the office of SMS-notification (by the time shipping takes about the same time as delivery of cargo).
Cash on delivery can be transported as cargo in an envelope or as cash transfer. In the first case, the custody fee is charged from the 6th working day in the amount of 5 UAH. in a day and maximum period is 25 working days.

When specified the service "Money transfer" custody fee is not charged.

No, by name or by the name of package to follow/to monitor not only number Express invoice.
Payment by proxy - provides the calculation for the goods, the amount of which the Sender entrusts to the transport company. Received amount transferred to the Bank account of the Sender.
The first 5 working days in the Department of cargo stored free of charge. Fee for storage of cargo is calculated from the 6th working day for each working day. For participants of the program "Increase opportunities" (when you create an invoice in your account or scanning a card when sending/receiving) free storage period is extended by 2 working days. If the Sender is online shop, or the goods sent to the packstation, in this case not received the shipment returned to the Sender on the 5th working day. Weekend days when calculating the fee for storage is not taken into account.