FAQ

Frequently Asked Questions (FAQ)

1.   User registration
2.   Using of the System
3.   Courier service to Estonia
4.   Maximal Measures and Weight
5.   Filling in the Waybill
6.   Payment
7.   Packaging
8.   Delivery
9.   Insurance

1. User registration
1. How to become an unstipulated private or commercial client user of the DPD ordering centre?
Pick from the front page under the log-in box the field “Register as a user” and fill in the required field. You are sent to the e-mail address that was given by You upon registration a password, with which You can log in. The password arrives in Your mailbox in a second. You can start immediately using the courier service.
2. Using of the System
2. I use the correct user name and password, but the system does not enable me to log in?
Most probably You have forgotten Your password or entered it incorrectly, to be certain, click on the link “Forgot Your password?” that is under the log-in box and the new password is sent to You to the e-mail address that was given by You upon registration.
3.How can I change my password?
For changing of the password log in on the site and select from the menu on the left “My account”. Insert twice the new password that You would like to use and click on “Save”.
3. Courier service to Lithuania
4. I would like to order shipping of a consignment from England to Lithuania, but the system does not enable to select England as the collection country?
From the ordering centre can only be ordered shipping with the collection address Lithuania. Consignments can be sent to all the states that are in the selection. If You are the DPD contractual client, You should forward the collection order to the DPD customer service.
4. Maximal Measures and Weight
5. How big is the maximal weight of transportable consignment?
Envelope: weight up to 0.5 kg. Maximal measures: carton envelope 25x35 cm; foil envelope 34x45 cm.
Parcel: weight up to 31.5 kg (0.126 m³). Maximal measures: total of the circuit of the longest side and the bottom 300 cm and the longest side must not exceed 175 cm.
5. Filling in the Waybill
6. What does it mean “You have the printer”?
While selecting “You have the printer” You confirm that You can yourself print out and glue on the parcel the parcel labels, which have been sent in PDF-form to the e-mail address forwarded by You. An ordinary laser or label printer is suitable for printing.
7. What does it mean “The courier brings the parcel labels”?
While selecting “The courier brings the parcel labels” You confirm that you do not have the printing possibility and You would like the courier to bring along the number of labels corresponding to the quantity of parcels shown by You in the order.
8. While selecting “The courier brings the parcel labels” I can not order the collection for the same day?
Unfortunately this is the case, as by selecting this solution the courier must take the parcel labels along from the depot and this can not be executed on the same day. If possible, please select “You have the printer” and print out the parcel labels yourself.
9. How many labels do I have to print?
You are sent in PDF-form to the e-mail address forwarded by You the number of labels corresponding to the quantity of parcels shown by You in the order. The parcel labels must be printed out once and thereafter they must be attached on the parcels.
10. I do not have the program, which would open the PDF file?
In the e-mail sent by the ordering centre is a link to the site, from where You can install the required program.
11. Printing out of the labels failed due to the printer error, what should I do?
Get the printer once again into the working order and print out the labels again. Check that You do not attach on the parcels the labels with the same numbers. Each parcel must have a different label.
12. I order less parcel labels than I have the consignments, what to do next?
Place a new order, add the quantity of the missing parcels and You receive to the e-mail the missing number of parcel labels.
13. May I use the ordered parcel labels repeatedly?
No, it is strongly prohibited. Each parcel can be sent only once with one parcel label number. This could cause the loss of the consignment and in such a case DPD does not hold itself responsible. In case of detecting such action DPD reserves itself the right to stop the transportation of the consignment and claim from the sender the costs connected with handling of the consignment.
14. I ordered the transportation for more parcels than I actually needed, does the service provider return me the money?
Unfortunately not, prior to placing of the order please be sure that the number of the ordered parcels is corresponding to the quantity of parcels sent by You.
6. Payment
15. How can I pay for the courier transportation?
You can pay by a bank transfer, if You are an internet bank client of Swedbank, SEB, DNB Nord or Danske Bank.
7. Packaging
16. Where do I glue the waybill?
The waybill (package label) must be glued on the upper side of the parcel. For the exact and quick handling of the consignment the parcel label must not be damaged or glued over several package sides.
17. Does the courier package the goods himself upon their collection?
According to the standard DPD conditions packaging of the goods is the sender’s obligation, the parcels must be packaged and marked correspondingly to the DPD standards.
18. How should I package the goods in order to avoid their damaging in the course of transportation?
The goods must be packaged correspondingly to the DPD standards, see the instruction here.
8. Delivery
19. How is it possible to track the movement of a consignment?
Movement of a consignment can be tracked by the parcel number by inserting it into the box at the upper side of the ordering centre page and by pressing on the arrow.
20. What happens, if the receiver is not present at the moment of parcel delivery?
The parcel price includes up to three delivery attempts. If also the second attempt fails and the consignment can not be delivered, then the DPD courier goes to deliver the consignment again only in such a case, when You as the sender have forwarded to the receiver the DPD extra information regarding the delivering possibility of the consignment. You can track the consignment delivery status according to the parcel number.
21. I received a phone call from the receiver and he said that he has been left a parcel notice into the mailbox, what to do next?
Courier leaves a parcel notice, if he can not get hold of the receiver in order to inform him of the time of the new delivery attempt and offer a possibility to re-direct the consignment to another address or confirm the delivery on another date, see www.dpdsiunta.lt
9. Insurance
22. Are the parcels insured and how big is the retention?
If the sender has packaged and marked the consignment according to the DPD standards, but it is damaged or lost due to the fault of DPD, DPD holds itself responsible for each consignment in the value of up to 520 EUR. No retention is applied, but if the parcel value exceeds 520 EUR, the remaining sum will be covered by the sender of the goods.
23. If the consignment is lost or damaged due to the fault of DPD, what to do next?
You can find more specified information of liability here. For loss adjustment please contact the DPD customer service.
24. How must a loss event be registered?
Damages to the consignment must be registered upon the admission of the goods together with the DPD courier. DPD reserves itself the right not to accept later claims.
25. How quickly must a loss event be reported?
In case of the delay, damage or loss of a consignment a written claim must be presented to DPD Eesti AS at the latest within 3 workdays after the receipt of the consignment or after the end of the delivery term.

Frequently Asked Questions (FAQ)

1.   User registration
2.   Using of the System
3.   Courier service to Estonia
4.   Maximal Measures and Weight
5.   Filling in the Waybill
6.   Payment
7.   Packaging
8.   Delivery
9.   Insurance

1. User registration
1. How to become an unstipulated private or commercial client user of the DPD ordering centre?
Pick from the front page under the log-in box the field “Register as a user” and fill in the required field. You are sent to the e-mail address that was given by You upon registration a password, with which You can log in. The password arrives in Your mailbox in a second. You can start immediately using the courier service.
2. Using of the System
2. I use the correct user name and password, but the system does not enable me to log in?
Most probably You have forgotten Your password or entered it incorrectly, to be certain, click on the link “Forgot Your password?” that is under the log-in box and the new password is sent to You to the e-mail address that was given by You upon registration.
3.How can I change my password?
For changing of the password log in on the site and select from the menu on the left “My account”. Insert twice the new password that You would like to use and click on “Save”.
3. Courier service to Lithuania
4. I would like to order shipping of a consignment from England to Lithuania, but the system does not enable to select England as the collection country?
From the ordering centre can only be ordered shipping with the collection address Lithuania. Consignments can be sent to all the states that are in the selection. If You are the DPD contractual client, You should forward the collection order to the DPD customer service.
4. Maximal Measures and Weight
5. How big is the maximal weight of transportable consignment?
Envelope: weight up to 0.5 kg. Maximal measures: carton envelope 25x35 cm; foil envelope 34x45 cm.
Parcel: weight up to 31.5 kg (0.126 m³). Maximal measures: total of the circuit of the longest side and the bottom 300 cm and the longest side must not exceed 175 cm.
5. Filling in the Waybill
6. What does it mean “You have the printer”?
While selecting “You have the printer” You confirm that You can yourself print out and glue on the parcel the parcel labels, which have been sent in PDF-form to the e-mail address forwarded by You. An ordinary laser or label printer is suitable for printing.
7. What does it mean “The courier brings the parcel labels”?
While selecting “The courier brings the parcel labels” You confirm that you do not have the printing possibility and You would like the courier to bring along the number of labels corresponding to the quantity of parcels shown by You in the order.
8. While selecting “The courier brings the parcel labels” I can not order the collection for the same day?
Unfortunately this is the case, as by selecting this solution the courier must take the parcel labels along from the depot and this can not be executed on the same day. If possible, please select “You have the printer” and print out the parcel labels yourself.
9. How many labels do I have to print?
You are sent in PDF-form to the e-mail address forwarded by You the number of labels corresponding to the quantity of parcels shown by You in the order. The parcel labels must be printed out once and thereafter they must be attached on the parcels.
10. I do not have the program, which would open the PDF file?
In the e-mail sent by the ordering centre is a link to the site, from where You can install the required program.
11. Printing out of the labels failed due to the printer error, what should I do?
Get the printer once again into the working order and print out the labels again. Check that You do not attach on the parcels the labels with the same numbers. Each parcel must have a different label.
12. I order less parcel labels than I have the consignments, what to do next?
Place a new order, add the quantity of the missing parcels and You receive to the e-mail the missing number of parcel labels.
13. May I use the ordered parcel labels repeatedly?
No, it is strongly prohibited. Each parcel can be sent only once with one parcel label number. This could cause the loss of the consignment and in such a case DPD does not hold itself responsible. In case of detecting such action DPD reserves itself the right to stop the transportation of the consignment and claim from the sender the costs connected with handling of the consignment.
14. I ordered the transportation for more parcels than I actually needed, does the service provider return me the money?
Unfortunately not, prior to placing of the order please be sure that the number of the ordered parcels is corresponding to the quantity of parcels sent by You.
6. Payment
15. How can I pay for the courier transportation?
You can pay by a bank transfer, if You are an internet bank client of Swedbank, SEB, DNB Nord or Danske Bank.
7. Packaging
16. Where do I glue the waybill?
The waybill (package label) must be glued on the upper side of the parcel. For the exact and quick handling of the consignment the parcel label must not be damaged or glued over several package sides.
17. Does the courier package the goods himself upon their collection?
According to the standard DPD conditions packaging of the goods is the sender’s obligation, the parcels must be packaged and marked correspondingly to the DPD standards.
18. How should I package the goods in order to avoid their damaging in the course of transportation?
The goods must be packaged correspondingly to the DPD standards, see the instruction here.
8. Delivery
19. How is it possible to track the movement of a consignment?
Movement of a consignment can be tracked by the parcel number by inserting it into the box at the upper side of the ordering centre page and by pressing on the arrow.
20. What happens, if the receiver is not present at the moment of parcel delivery?
The parcel price includes up to three delivery attempts. If also the second attempt fails and the consignment can not be delivered, then the DPD courier goes to deliver the consignment again only in such a case, when You as the sender have forwarded to the receiver the DPD extra information regarding the delivering possibility of the consignment. You can track the consignment delivery status according to the parcel number.
21. I received a phone call from the receiver and he said that he has been left a parcel notice into the mailbox, what to do next?
Courier leaves a parcel notice, if he can not get hold of the receiver in order to inform him of the time of the new delivery attempt and offer a possibility to re-direct the consignment to another address or confirm the delivery on another date, see www.dpdsiunta.lt
9. Insurance
22. Are the parcels insured and how big is the retention?
If the sender has packaged and marked the consignment according to the DPD standards, but it is damaged or lost due to the fault of DPD, DPD holds itself responsible for each consignment in the value of up to 520 EUR. No retention is applied, but if the parcel value exceeds 520 EUR, the remaining sum will be covered by the sender of the goods.
23. If the consignment is lost or damaged due to the fault of DPD, what to do next?
You can find more specified information of liability here. For loss adjustment please contact the DPD customer service.
24. How must a loss event be registered?
Damages to the consignment must be registered upon the admission of the goods together with the DPD courier. DPD reserves itself the right not to accept later claims.
25. How quickly must a loss event be reported?
In case of the delay, damage or loss of a consignment a written claim must be presented to DPD Eesti AS at the latest within 3 workdays after the receipt of the consignment or after the end of the delivery term.