FAQ

Collection and delivery

Customs, imports and third-country shipments

Claims, compensation and insurance

Ordering and using the platform

Packaging and shipment contents

Invoices and payment

Pallets

Shipment documents

E-commerce integrations

Yes, in most cases you can schedule your shipment for morning collection. Couriers usually start collecting shipments from 8:00 a.m., and in some areas from 10:00 a.m., but the exact time depends on the location and the selected carrier. If the system allows it, you may also choose a later collection window. If waiting for the courier is inconvenient, you can bring the shipment yourself to a drop-off point with the printed and approved shipping documents attached. 
The latest time for placing an order depends on the city, the selected courier, and the collection windows available at that time. The most accurate information is always shown in the ordering system itself, so when placing your order, please choose from the dates and times available there. If you plan to bring the shipment to a drop-off point yourself, please check the opening hours of that specific location. 
Couriers usually collect shipments on business days until the evening, most often by 5:00-6:00 PM. If the courier has still not arrived or contacted you on the collection day, please write to us via Live Help or by email at [email protected]. We cannot confirm the exact arrival time in advance. 
If you see that the shipment was not collected on the scheduled day, do not wait - contact us yourself as soon as possible. Sendparcel is not the courier, so we do not always receive information about a failed collection immediately. The fastest way to resolve the situation is via Live Help or by email at [email protected]. 

The courier can collect the shipment during business hours from your home, workplace, or another address that you specify when placing the order. It is important that the address is accurate and that the shipment is fully prepared for handover. If the system allows you to choose a time slot, it must be no shorter than two hours. 

Whether repeated delivery of a shipment to the recipient is charged depends on the selected courier.

DHL, Omniva, SmartPosti, and GLS international couriers do not charge extra for repeated delivery attempts. 
In the case of Venipak, the second and third attempts to deliver the shipment to the recipient are charged at the same rate. 
If the recipient cannot be reached, the sender pays the return costs of the shipment in all cases.

If FedEx is unable to deliver the shipment, it first attempts to contact the sender regarding further actions. If the customer does not respond within 5 business days, FedEx may, at its discretion, return the shipment to the sender, store it in a temporary, general, or customs warehouse, or dispose of it. All related costs, charges, and fees are borne by the sender.

LP Express attempts to deliver the shipment up to three times free of charge. If the shipment still cannot be delivered after these attempts, its return is charged.

If SST Express is unable to deliver the shipment to the recipient, it is redirected to the nearest terminal. The ordering party or their authorized person must collect the shipment within 3 business days. If the shipment is stored longer or additional costs arise, they are paid by the sender or the ordering party.

We always recommend checking the detailed information in the terms and conditions. 

Shipments from Lithuania to many European countries and major cities around the world are usually delivered within 1-3 business days. However, this is an estimated timeframe that depends on the selected service, carrier, route, and specific delivery location. In the Sendparcel price calculator, you will see a preliminary delivery timeframe based on the selected route and service. To find out a more accurate timeframe, we recommend contacting Live Help.

It is important to note that the estimated timeframe shown in the calculator may change for the following reasons:

- the selected delivery service, for example express or economy;
- the sender's or recipient's address is in a remote area;
- customs formalities apply, and their duration cannot be predicted precisely in advance;
- the shipment is improperly packed, so it may be held and repacked;
- a pallet is being shipped and requires special transport;
- the courier is unable to find the sender or recipient at the specified address;
- unforeseen circumstances arise, such as bad weather, strikes, or other force majeure events.

For these reasons, the actual delivery time of the shipment may be longer than indicated in the price calculator.

When placing the order, you choose the shipment collection date, but in the case of imports, the actual collection may take up to 2 business days from the selected date. In most cases, the courier contacts the sender directly and arranges the details. Therefore, it is very important to provide the sender's correct local phone number and email address. If there are any problems related to shipment collection, please contact Sendparcel customer support as soon as possible. 
Not all services include a call before delivery, so we cannot guarantee it. We recommend tracking the shipment information and planning to receive it on the scheduled delivery day. If the courier calls, this is considered an additional carrier practice rather than a guaranteed part of the service. 

Yes, on the Sendparcel website you can order shipment delivery from abroad to Lithuania. 

When ordering an import service, in the price calculator select the country from which the shipment will be collected in the sender country field, and then continue filling in the order as usual. 

Before placing the order, it is important to agree on all shipment collection details with the sender in advance and to have the exact weight and dimensions of the already packed shipment. If these details are inaccurate, the shipment price or delivery process may later change. 

You can find out the shipment delivery price in the Sendparcel price calculator. There you need to enter the sender's and recipient's postal codes, as well as the shipment dimensions and weight. 

After entering this information, the calculator will show the prices offered by different couriers in one place, so you will be able to compare the offers and choose the option that suits you best. 

It is important to note that the final price depends on the shipment details being provided accurately. If the weight or dimensions are entered incorrectly, a price recalculation may be applied later. 

To send a parcel via Sendparcel, first pack it properly according to the applicable packaging requirements. 

Next, register in the Sendparcel system and enter the exact shipment details in the price calculator: weight, dimensions, collection location, and delivery location. Based on this information, the system will provide available courier offers, and you will be able to choose the most suitable service. 

When filling in the order, provide the sender's, recipient's, and shipment contents information. If the shipment is going to a country outside the European Union, you will also need to provide the data required for customs. Also choose how you will hand over the shipment - whether you will call a courier to the specified address or deliver the shipment yourself to a drop-off point. 

Before confirming the order, carefully check all the entered information. The order is only started after payment. After payment, you will receive the shipment documents by email, and you will also find them in the My Orders section of your account. The documents must be printed and used according to the instructions indicated on them: 

"Attach to the package" - attach it to the shipment 

"Hand it to courier" - give it to the courier 

"Keep it to yourself with courier's signature" - keep it for yourself with the courier's signature 

Hand over the prepared shipment to the courier at the time selected during the order or deliver it to the selected parcel drop-off location. You will be able to track the shipment using the Sendparcel order number or the shipment tracking number. 

After ordering a shipment delivery service, you will receive a confirmation email containing the shipment tracking number and the unique Sendparcel order number. You will also find both of these numbers in the My Orders section of your account. 

You can check the shipment status in two ways: 

On the Sendparcel website - by entering the unique order number in the shipment search. 

On the courier's website - by using the shipment tracking number. 

You will find the full list of couriers and links to their shipment tracking pages in the Sendparcel shipment search section. 

Important - if you chose a Deutsche Post service without tracking, no shipment tracking number will be provided, so you will not be able to track such a shipment. 

The delivery time shown in the price calculator is estimated. Shipment delivery may take longer due to the selected service, a remote area, customs formalities if the shipment is travelling outside the EU, improper packaging, an unreachable recipient, or other unforeseen circumstances such as bad weather conditions or strikes. We recommend first checking the shipment tracking information. If the shipment is delayed longer than usual, contact us via Live Help or by email at [email protected]. 

Shipment tracking information is provided after payment, when the order begins to be processed and the shipment is handed over for transportation. Tracking data in the system is updated when the courier scans the shipment, so it may take a few hours after collection before the information becomes visible. You can track the shipment using the shipment tracking number or the unique Sendparcel order number, which you will find in the confirmation email or in the My Orders section of your account. If the tracking information does not update within 24 hours after the shipment has been collected, check whether you are using the correct number. 

Please note that for some services, such as Deutsche Post without tracking, no tracking number is provided and you will not be able to track the shipment. 

Sendparcel is an intermediary between the customer and the courier, so we handle all questions related to shipment collection or delivery. If you have any questions regarding your order, contact us via Live Help, by email at [email protected], or by phone at +370 700 35000. You can find the full list of couriers and links to their websites on the Sendparcel couriers or shipment search page. 

No, if you selected shipment collection by courier during the order process and specified the collection date, you do not need to call the courier separately. The courier request is included in the order automatically. It is important that the shipment is properly prepared and handed over at the selected time. If you chose to deliver the shipment to a drop-off point yourself, there is no need to call the courier. If the shipment was not ready for collection, you may need to order a repeated collection. 

We cannot specify the exact courier arrival time in advance. Couriers usually collect shipments on business days between 8:00 AM and 6:00 PM, but the exact time depends on the location and the selected courier. In some cases, it is also possible to choose a later collection time. If it is already getting late and the courier has neither arrived nor contacted you, we recommend writing to us immediately via Live Help or by email at [email protected]. If you are unable to wait, you can deliver the shipment to a drop-off point yourself.