PostAT

1. Deadlines for Investigations

Submission deadline:
An investigation can be submitted up to 3 months after the first arrival scan at Post AT.

Earliest submission date:
An investigation can be initiated no earlier than 3 business days after the first arrival scan at Post AT.

2. Required Information for an Investigation

To initiate an investigation, we need:

• Order number

• Tracking number

• Sales invoice

• IBAN

• Account holder’s name

If the shipment shows as delivered in the tracking but the recipient claims not to have received it, we additionally require:

• Non-receipt declaration completed by the recipient

   

3. Damaged Packages

Visible damage:
Must be reported immediately after delivery.

Concealed damage:
Must be reported within 7 days after delivery.

For a damage report, we need the following information and documents:

• Pictures of the damaged items

• Pictures of the damaged carton from the outside

• Completed damage report

• Sales invoice

• IBAN

• Account holder’s name

   

4. Compensation Amount

KLEINPAKET 2000 and KLEINPAKET 2000 PLUS
Post AT reimburses KLEINPAKET 2000 and KLEINPAKET 2000 PLUS shipments only for a package value (sale price) up to €50. Shipments above this value are not eligible.

PAKET PREMIUM SELECT
Post AT is liable for damage or loss of PAKET PREMIUM SELECT shipments up to €510.

5. Alternative Delivery Options

The recipient can select the following alternative delivery options via their Post AT app:

• Safeplace

• Delivery to a neighbor

• Delivery to a local post office

• Delivery to a parcel shop

• Delivery to a parcel locker (PEB) → the recipient receives a notification card in their mailbox to open the PEB

• Delivery on another day (up to 5 days)

• Delivery to a different address

• Delivery to a pick-up station

IMPORTANT: A pick-up station address cannot be printed on the Post AT shipping label. The recipient must provide their personal delivery address. If registered with Post AT, they can redirect the shipment to a pick-up station themselves via tracking.

6. Delivery Attempts

KLEINPAKET 2000
Post AT makes one delivery attempt. If the mailbox is full or delivery is obstructed, the recipient is notified, and the shipment is left at the next Post AT branch.

KLEINPAKET 2000 PLUS
Post AT makes one delivery attempt. If there is no access to the house/entrance or delivery is obstructed, the recipient is notified, and the shipment is left at the next Post AT branch.

PAKET PREMIUM SELECT
Post AT makes one delivery attempt. If a safe-place authorization exists, the shipment may be left at the authorized location.

Status "Shipment ready for pick-up"
This status indicates that the shipment is ready for the recipient at a Post AT branch. The recipient receives a notification card with the branch address in their mailbox. If the card is no longer available, the branch address can be viewed in the recipient’s Post AT app.

Status "Shipment delivered to recipient / handed over for further transport"
This status indicates that delivery to the recipient was unsuccessful. The shipment is returned to us.
A new delivery from the Post AT dispatch center to the recipient is not possible.

7. Maximum Package Dimensions and Weight

KLEINPAKET 2000

• Minimum size: L 14 x W 9 cm

• Maximum size: L 35.3 x W 25 x H 3 cm

• Maximum weight: 2 kg

KLEINPAKET 2000 PLUS

• Minimum size: L 14 x W 9 cm

• Maximum size: L 35.3 x W 25 x H 15 cm

• Maximum weight: 2 kg

PAKET PREMIUM SELECT

• Standard size: up to L 100 x W 60 x H 60 cm

• Minimum size: 9 x 14 cm

• Maximum length: 200 cm

• Maximum girth: 360 cm (length + circumference)

• Maximum weight: 31.5 kg

   

8. Safe-Place Authorization

Option 1: The recipient can submit a permanent written safe-place authorization at a Post AT branch (e.g., always deliver to a neighbor).

Option 2: The recipient can set a one-time safe-place authorization for a specific shipment via the Post AT app.