Schweizer Post

1. Deadlines for Investigations

• Submission Deadline:
  An investigation can be submitted up to 90 days after the first inbound scan by Swiss Post.
• Earliest Submission Date:
  An investigation can be submitted no earlier than 3 working days after the first inbound scan by Swiss Post.

2. Required Information for Investigations

To initiate an investigation, we need either the:

• Order number
  
  or
• Tracking number

If the shipment is marked as delivered, but the recipient claims non-receipt, we additionally require:

• A Declaration of Non-Receipt completed by the recipient

   

3. Damaged Parcels

• Visible Damage:
  Must be reported immediately after delivery
• Hidden Damage:
  Must be reported within 7 days of delivery

For damage claims, we need the following information and documents:

• Photos of the damaged items
• Photos of the damaged outer carton
• Sales invoice
• IBAN
• Account holder’s name
• Account holder’s address

4. Required Information for Approved Refunds

If the investigation remains inconclusive, the following details are required for a refund from Swiss Post:

• IBAN
• Account holder’s name
• Account holder’s address
• Net cost price excl. VAT (this is not the sales price excl. VAT)

The reimbursement of the net cost will be processed directly by Swiss Post.
For accounting purposes, the respective tracking number will be used as the payment reference.
 

5. Refund Amount

Swiss Post reimburses up to a maximum of CHF 500.00 for lost or damaged shipments.

6. Drop-off Authorization

Swiss Post generally has a standing drop-off agreement in place (exception: Signature Service).
If the customer does not want the parcel to be dropped off, they must actively opt out.

To opt out of drop-off, recipients can use the customer portal “My Post” under “My Shipments” to select “Do not drop off”.

Alternatively, the request can be communicated directly to the delivery person or Swiss Post customer service.

In case of suspected theft, we recommend the recipient file a police report. Based on experience, the recipient’s liability insurance typically covers such damage.

7. Delivery Attempts

Swiss Post usually makes one delivery attempt.
If the recipient is not at home and has opted out of drop-off, the parcel will be stored at a local post office.
The recipient can collect it within 7 working days.

8. Pickup from the End Customer

Required Information for Pickup:

• Pickup date
• Recipient’s phone number
• Recipient’s name and address
   

Pickup Notes:

• No specific time slot can be selected for the pickup
• Pickup can be scheduled no earlier than the next day
• The parcel must be ready for collection from 7:00 a.m. at the agreed handover location
• The address label required for shipping will be brought by the delivery person
• A pickup can be scheduled up to 10 days in advance

9. Maximum Parcel Dimensions and Weight

PostPac Economy and Priority:

• Maximum weight: 30 kg
• Maximum dimensions: 100 x 60 x 60 cm
  PostPac Economy and Priority:
   

Bulky Goods

Bulky goods include:

Shipments over 100 cm in length

Shipments with 2 dimensions exceeding 60 cm

Up to 30 kg:

• Max. length: 200 cm
• Max. girth: 400 cm (2x height + 2x width + longest side)

Up to 10 kg:

• Max. length: 200 to 250 cm
• Max. girth: 400 cm (2x height + 2x width + longest side)

10. Alternative Delivery Options

PickPost:

Recipients can collect their parcels from one of over 2,400 PickPost locations at gas stations, train stations or post offices.
Customers must register with MyPost on the Swiss Post website. After registration, they receive a MyPost ID, which must be included in the shipping address for the chosen PickPost location.

My Post 24 Lockers:

These lockers allow pickup and drop-off of parcels and registered letters 24/7, including at train stations.
Customers must register with MyPost and use their MyPost ID during checkout, along with the address of the desired locker.

Alternative Delivery Address:

Customers can register a different delivery address in the Swiss Post customer portal, allowing deliveries to be sent to a location other than their main address.

Mailbox Drop-off:

Swiss Post may deliver thicker letters and small parcels to the “milkbox” (a non-lockable drop-off box near the entrance), provided the recipient has not opted out of this option.