FAQ
1. Where can I find my tracking number and how do I track my parcel?
Tracking number is found in your own portal or on your invoice. For example, CJ010246262RU. The parcel can be tracked via our web-site or official Russian Post web-site by means of tracking number input into the TRACK box. You can also make use of the mobile application, this way you will be able to get notifications on the progress of your parcels.
2. Why tracking doesn’t work with my parcel?
The tracking option for parcel will be available once a parcel is processed by the Central European sorting office for Russian Post in Germany, which normally is 3-5 days after sending.
3. What is the right way of attaching documents to your parcel?
- Courier service label
- Russian Post barcode alongside with the recipient address, whilst second barcode should be attached to the side of the parcel.
4. How should description of contents (declaration) be filled?
When filling in declaration, the description of contents of your parcel goes in one line separated with commas, e.g. Shirt, t-shirt, vest, pants etc., after you should provide the weight and value of these items.
Please note, that as of 01.01.2020 only those parcels can be sent duty-free, which contents do not exceed EUR 200.
5. What is a customs declaration?
Each international parcel should be accompanied with the declaration, which is done by us based on the information you provide in your description. The customs duty-free limit for parcels going into the Russian Federation as of 01.01.2020 is EUR 200.
6. How can I order home delivery of my parcel?
Recipients of smaller items below 2 kg can order for their parcels to be delivered home using the phone number provided in the notice, or via smartphone application.
Parcels are delivered by a postman. The cost of this service is RUB 100 per delivery.
In certain regions of the country the heavier items could be delivered home too. That could be ordered via smartphone application once the parcel has arrived to your local post office. For this you should choose option DELIVER WITH COURIER, provide delivery address and proceed with the order. This service is charged separately.
7. How long can my parcel be kept at a Russian Post branch for?
Russian Post will keep your parcel for up to two weeks, it will be returned to sender after that two-week period have lapsed.
8. What shall I do if I didn’t get the confirmation?
There is no need to wait for confirmation. Please use tracking number to follow your parcel, and once you can see online it has arrived to a Russian Post branch, the item will be available for your collection.
9. How do I find out the post code of my recipient in Russian Federation?
How soon your parcel arrives to the recipient is very much dependent on the correctness of postcode provided. Postcode is important to make sure your item arrives to the correct Russian Post branch. Please check here if the postcode you have is correct.
Your parcel is insured for the contents thereof for the value of up to USD 100. Should you require additional value insurance, it is available at the cost of 5% of the contents thereof.
11. What shall I do if my parcel was lost?
Check status of your parcel using the tracking number. In case there is lack of information regarding you parcel or status hasn’t changed for a long period of time, please emails us on inforuspost@protonmail.com
12. What shall I do if my parcel has been damaged?
After you have received your parcel, please make sure it has arrived safe and sound. Should you wish to report damages, please come back to your local Russian Post branch and fill the required documentation.