• on the page of our website: Nearest branch
• in the mobile application

You can find out about the location of the parcel, redirect it or pay for the delivery service:

• in the tracking
• in the mobile application

A natural person doesn't need any documents. For a legal entity or individual entrepreneur, a business client identification card is needed.

Instead of a business client identification card, you can provide:

• original power of attorney
• identity document: passport of a citizen of Ukraine, passport of a citizen of Ukraine for travel abroad, driving licence issued in Ukraine

If the express waybill was created in personal account of a legal entity, it is not necessary to submit additional documents.

For parcel lockers:

• weight - up to 20 kg
• dimensions - not more than 40x60x30 cm

For the post office:

• weight - up to 30 kg
• length - up to 120 cm
• width or height - up to 70 cm

For cargo branch:

• weight - up to 1000 kg
• length - up to 300 cm
• width or height - up to 170 cm

For a branch with a weight limit:

• weight - depends on type of the branch
• length of one of the sides - not more than 60 cm

In the case of courier pickup:

• weight - up to 1000 kg
• length - up to 300 cm
• height and width - up to 170 cm

If you need to send cargo with other parameters, call the contact center at 0-800-500-609 or contact the operator of the nearest branchoffice.

For parcels and cargos, the actual, volume or pallet weight is determined. Find out how to determine the actual and volume weight yourself by following the link.

Prepare the recipient's details:

• ZIP code and address
• surname, name, patronymic
• contact phone number
• email address

The branch operator shall prepare a general description of the contents of the parcel in accordance with customs regulations and enter the declared value on the invoice. Customs fees are paid by the recipient. If you are sending more than one shipment, a Nova Post Global representative will contact the recipient to complete an invoice for customs.
You can request international shipment in your personal account on our website.

• Fill out the application on the website
  

Yes, the operator can pack the shipment in any branch. You can also order the service ‘Packing' from the operator.

The service includes free of charge:

• branded envelope for documents 25 x 35 cm
• package from 0.5 kg to 4 kg inclusive

You can also pack the shipment yourself: we have put together simple instructions for you at the link.

We have put together a simple guide for you at the link.

If you don't have the time or desire to pack the shipment yourself, order the service ‘Packing' at any Nova Post branch.

Crating is the fastening of shipments with wooden boards and rails.

It is used for bulky, fragile or valuable shipments.

You can view up-to-date information at the following links:

• Prohibited and permitted shipments within Ukraine
• List of prohibited goods for international shipments

Yes, it is possible to send food products, but there are some restrictions.

It is not allowed to send:

• products requiring a special temperature regime, chilled and frozen products
• products with a shelf life of up to 5 days - the storage period must be indicated on the package
• dairy products
• berries

Vegetables, fruits and greens can be sent, but only if they are packed according to the Packing Standard and don't come from areas where a special quarantine regime has been declared.

The declared value is the value you paid for the new item in the shipment. In the case of second-hand goods, indicate the value to which the sender has estimated his parcel.

The declared value must be communicated to the operator when the shipment is registered or indicated on the express waybill itself.

The actual declared value of the shipment must be entered correctly. In case of loss or damage of the shipment, the company will compensate you for this exact amount. Even if the parcel is sent abroad, the customs officer checks the contents of the shipment: if the declared value differs from the actual value, additional customs duties may be charged or the parcel may be returned to the sender.

Of course. You and the recipient will receive SMS and push notifications in the mobile app after the shipment arrives on the 1st, 4th, 10th, 15th, 25th and 27th.

If you don't want the recipient to receive the shipment, make a return request:

• in the online tracking
• in the mobile application
• in the nearest branch office

For sending without restriction at the declared value:

• passport of a citizen of Ukraine
• passport of a citizen of Ukraine for travel abroad
• temporary or permanent residence permit
• electronic form of a passport of Ukraine or a passport for travel abroad from the Diia mobile application

For shipments with a declared value of up to 30,000 ₴:

• national driver's license
• pension certificate
• student card
• barcode in the mobile application

We have compiled the complete list of documents for the reception for you at the link.

Without identity documents, the recipient can receive the shipment if:

1. 1
   the recipient knows the number of express waybill
2. 2
   the declared shipping cost is less than 30,000 ₴
3. 3
   the shipment is paid or the value of the money transfer is less than 5,000 ₴

The EW number is at the top of the form. It will also appear:

• in the mobile application immediately after sending
• in the shipment arrival notification

Yes, if you are indicated as the recipient of the shipment in EW. In order to do this, go to the branch with an identity document and tell the operator your phone number. Legal entities must also have a power of attorney.

Another person may receive your shipment if:

• the declared value of the shipment is less than 30,000 ₴
• in the branch, the recipient can tell the SMS code that will be sent to you via SMS or in the application

By the link, we have collected for you a complete list of conditions for receiving a shipment by a relative or a representative of the recipient.

Yes, if the power of attorney is notarized.

In order to receive shipments with a declared value of less than 30,000 ₴, you must provide:

1. 1
   business customer identification card
2. 2
   phone number and full name of the recepient: the information in the express waybill must match the information on the identification card

In order to receive shipments with a declared value over 30,000 ₴, it is necessary to provide:

1. 1
   the original power of attorney to receive the shipment
2. 2
   a document certifying the identity according to the power of attorney: the original passport of a citizen of Ukraine or of a passport for travel abroad

In the branch you may receive:

• money transfer across Ukraine
• international Western Union and Ria money transfer
• cash from the card

You can read the Terms of Financial Services in detail by the link.

Yes, the service is provided according to standard conditions.

Yes, you can currently receive shipments from Poland, Lithuania, Moldova, Romania, Czech Republic and Germany. You can also order and receive a parcel to Ukraine from abroad using Nova Poshta Shopping.

You can view the current list of goods prohibited for shipment by following the link.

Yes, but the sender must change the data in the mobile application, personal account or branch.

If the recipient's phone number is specified without errors, you can receive a shipment with a declared value of up to 30,000 ₴:

• by barcode in the mobile application
• by the SMS code that the recipient will receive at the moment of delivery

Yes, when you receive a part of the shipment, we will note in the express waybill which parts of the shipment have not yet been received. But when you receive the first part of the cargo, you have to pay for the delivery in full.

Yes, but only in the branch or when delivered by courier. It is not possible to check the parcel when it is received at the parcel locker.

Yes, in this case you will not pay for delivery.

Yes. The worker carries out a check weighing: if the weight deviates, he draws up a record of the weight deviation and calculates the cost of the delivery.

The service is free of charge.

It is necessary to indicate the express waybill (EW) number of the return, which has been communicated to you by the recipient. Or - the EW number, by which you made the shipment.

Receipt of backward delivery is carried out under the same conditions as receipt of regular shipment.

Time of delivery of shipments to the address:

• for business customers – via the link
• for individuals - 9:00-21:00 on weekdays, and by special schedule on weekends

We have compiled detailed information on the delivery conditions to the addresses of natural persons for you via the link.

Within 5 working days. After that, the courier will deliver the shipment to the branch nearest to the recipient.

In this case, the courier will deliver the shipment to the gate or the building of the institution. He contacts the recipient 15-30 minutes before arrival. If the recipient doesn't come out to the courier, the shipment will be left at the front desk.

Yes. When the courier contacts you to clarify the address and time of receipt of the shipment, tell him that your shipment must be forwarded to the branch you have requested.

This service is available both to the sender and to the recipient within the same city.

Yes, there is a fee for storing the parcel.

For all types of shipments, except pallets - 7 days. Pallets can be stored for free for 3 days.

The day of receipt of the shipment at the recipient's office is not counted.

If within 30 calendar days the shipment has not been claimed by the recipient or the sender, such shipment is considered unclaimed.

In this case, the responsibility of Nova Post to the sender and the recipient for the preservation of the shipment ceases. Nova Post has the right to handle such items at its own discretion, for example, to dispose of them.

You may change this data:

• in the personal account
• in the mobile application
• in the branch of the sender or recipient

You can get detailed information about data changes by the link.

Yes, you can cancel your order by calling the contact center at: +38 098 4 500 609; +38 050 4
500 609; +38 093 4 500 609; +38 044 4 500 609.

You can order the service 'Forwarding':

• in the mobile application
• in the tracking service
• in the office of the sender's or recipient's branch using an identity document

Yes, you may order it:

• in personal account
• in the contact center
• in the branch office of the sender or recipient

Yes, you may order courier delivery within one city at standard tariffs.

Yes, delivery from online stores works. We have collected an up-to-date list of online stores for you by the link.

In order to do this, you need to conclude an agreement on the provision of services for the organization of transportation of shipments.

You can do this:

• on the website
• in personal account
• at the branch office

Current information on the procedure for issuing a power of attorney can be found by the link.

If the quality of the services provided by Nova Post does not meet your expectations, you can contact it with a complaint.

You can file a complaint claiming monetary compensation in several ways convenient for you:

• By filing an electronic complaint via the mobile application, personal account or tracking, and signing the complaint with an SMS password. To do so, go to the Manage Parcel menu and select the Submit a Report section;
• By calling the contact center and filing an electronic complaint in a telephone conversation, signing the complaint with an SMS password;
• By visiting any branch and filling out a written complaint form;
• You can submit a complaint on the letterhead of Nova Poshta LLC or your letterhead to your personal manager or to the Business Customer Service Department if you are a business customer.

Complaint forms are available by following the links:

• For individuals;
• For legal entities.

When making a complaint, be sure to provide your Taxpayer Identification Number (TIN); if not, the series and number of the passport of a citizen of Ukraine and choose a convenient way to make the payment:

• For individuals, to a bank card (be sure to specify it when making a complaint) or in cash at the branch (you will get a Money transfer receipt).
• For legal entities to a current account.

It takes us up to 3 business days to consider a complaint, but usually half an hour is enough.

If you have received services from Nova Poshta Global LLC, you can file a complaint with the company through the same channels described above, using the appropriate form.

Complaint forms for Nova Poshta Global:

• For individuals;
• For legal entities.

It takes us up to 30 calendar days to consider complaints submitted to Nova Poshta Global.

• at the operator of any branch
• with a personal manager if you are a business customer