F A Q

 

1.What are express services?
2. What are Post Express items?
3. What type of transfer imply Post Express services?
4. What are the delivery terms for Post Express items?
5. What are methods of payement?
6. Is the cost of postage for the transfer of the cash on delivery amount paid by the sender or the addressee?
7. What is the maximal weight of item?
8. What may Post Express item contain?
9. Is there a special packaging for Post Express items?
10. What is the collection and delivery procedure?
11. What is the compensation in case of delivery overdue or lost items?
12. What is the complaints procedure?
13. What is the address label?
14. What is EMS service?
15. What are the delivery terms for EMS items?
16. What may contain EMS item?

1. Express services are services that provide the shortest and guaranted terms for transfer of items in the domestic and international communications. Among other services, the Post of Serbia offers to its customers a Post Express service in the domestic communications and EMS service in international communications.

2.Post Express items are items with a registered number and may be posted as

• item with/without insured value
• cash-on-delivery items and
• items with advice of delivery
• registered items

3.Post Express items may be posted as:

• "Courier Service" item
  Post Express couriers collect and deliver postal items in the shortest possible time for 86 towns in Serbia. The items are accepted every working day till 16:00 hrs, on Saturdays from 8:00- 13:00 hrs Post Express items maximum weight is up to 50 kg. Delivery time is 3 hours after collection and 4 hours in territory of Belgrade.
• "Same Day Delivery" item
  This service is organized among 43 towns in Serbia ( Arilje (prijem na šalteru pošte), Bajina Bašta (samo prijem na šalteru pošte), Banovci - Dunav, Beograd, Čačak, Ćuprija, Gornji Milanovac, Inđija, Jagodina, Kikinda, Kragujevac, Kraljevo, Krnješevci (organizovan je samo prijem pošiljaka), Kruševac, Kuzmin (organizovan je samo prijem pošiljaka), Laćarak, Martinci (organizovan je samo prijem pošiljaka), Niš, Nova Pazova, Novi Bečej (organiziovan je samo prijem pošiljaka), Novi Pazar (organizovan je samo prijem pošiljaka), Novi Sad, Obrenovac, Pančevo, Paraćin, Pećinci (organizovan je samo prijem pošiljaka), Požarevac, Požega, Raška (organizovan je samo prijem pošiljaka), Ruma, Šabac, Sevojno, Šid, Šimanovci (organizovan je samo prijem pošiljaka), Smederevo, Sremska Mitrovica, Stara Pazova, Subotica, Svilajnac, Užice, Vojka, Vršac, Zrenjanin ). Collection of items is organized until the exactly determined time in one town, and the delivery shall be made in the other town, same day, till 20:00 hrs.
• "Next Day Delivery" item
  This service guarantees that the item posted today will be delivered by 12:00 hrs on the next day.

4. Delivery tierms:

• "Courier Service" - 3 hours upon collection and 4 hours in territory of Belgrade
• "Same Day Delivery" - on the same day till 20:00 hrs
• "Next Day Delivery" - till 12:00 hrs the next day

5. Mathods of payment:

• in cash
• by cheque
• over the account

6. When it comes to cash on delivery items, postage will be charged from addressee for the transfer of the cash on delivery amount to be returned to sender of the item. Postage is calculated on the price list of cash services business.

7. The maximal weight is 50 kg. If a parcel is inseparable, the item may be larger, but may not exceed 100 kg.

8. Post Express items may contain documents, written notifications, various merchandise and other articles, except those prohibited by law.

Prohibited articles:

Money, jewellery, precious metals and stones, living animals, narcotic drugs and psychotropic substances, explosives, inflammable, radioactive and other hazardous substances, weapons and ammunition as well as other objects which are prohibited by law. All the consequences of posting an article and merchandise in the items which will be excluded from the transport shall be borne by the sender.

9. Suitable packaging is procured free of charge for the documents, but the parcels should be secured and wrapped by the sender.

Documents and written notifications are packed in a special Post Express cardboard envelope or a packaging suitable for the contents of the item.

10.Call the Call Centre: 011/3 607 607.

• Tell the operator the data on sender and addressee, on the contents and weight of the item.
• Choose one of the Post Express services ("Courier Service","Same Day Delivery" or "Next Day Delivery").
• Select the method of payment (in cash, by cheque, or through the account).
• after you make the call, the courier will collect the item at the specified address
• you may also post the item at the counter in any post office.

11. Damage compensation: For overdue time limits of transport and delivery, the sender is compensated with five-fold charged postage.

In case of loss or complete damage of Post Express item, the sender will be reimburesed with the ten-fold ammount of postage.

In case of loss or complete damage of Post Express item with insured value, the sender is reimbursed with the amount specified on the item plus the charged postage plus the ten-fold amount of postage.

In case of damage or reduction in contents of the item, the sender will be reimbursed with the amount of established or estimated damage or reduction of the contents of the item. However, the amount cannot surpass the amount paid in case of loss or complete damage of the item.

The Post of Serbia shall bear no responsibility and shall not accept to compensate for the loss or damage caused by:

• sender’s or addressee’s fault,
• inadequate packaging of postal items,
• unforseen events falling beyond the objective human abilities (accidents, natural disasters, strikes, road blockades, and similar),
• the nature of the contents of the item.

12. A customer wishing to be compensated for a possible damage shall submit a written compensation request at a post office. The customer shall also enclose the address label copy referring to the particular item as well as the formal report on default or negative outcome of the inquiry. All these documents shall be submitted to the Courier, Express & Parcel Services Departement, for further procedures.

If the sender or the authorised person considers the postal items was not delivered to the addressee or that the delivery was delayed, he/she may file a complaint within 6 months upon posting it.

The addressee or the authorised person shall make a complaint due to damage or reduction in the item contents immediatelly upon delivery of the item or the next working day, at the latest. The Post of Serbia shall be obliged to reply with the account on complaint foundation within 30 days after the complaint is lodged.

13. Post Express Address label is a numerical form used for addressing the item. It can be filled in by the sender or by the Post Express courier. The sender must indicate on the address label the type of service (insured item, advice of delivery item, COD item or registered item).

14. EMS (Express Mail Service) service is the top-quality service that provides express delivery of items in international postal traffic.

15. The EMS postal items are delivered in the shortest possible time. All postal items, regardless of contents, may be object of Customs clearance in the country of origin as well as in the destination country. Holding period in the Customs and also non-working days of the origin country (Post of Serbia) and the Destination Operator do not count in terms of delivery. You are able to track your item at www.trackandtrace.ptt.rs until the moment of despatch from Serbia, and in destination countries online at sites of delivery postal administrations.

16. EMS items may contain documents, written notifications, merchandise and other articles except those legally banned by the Universal Postal Union and legislation of some countries.

Articles forbidden for transport in EMS items: coins; banknotes and securities made to bearer; traveller’s cheques; piracy material (burn CDs); precious metals, precious stones; living animals; narcotics, psychotropic substances scandalous or immoral objects; poisonous and caustic substances; explosive, inflamable, radioactive and other dangerous substances; arms and ammunition; articles forbidden for transport by the Republic of Serbia regulations, and articles that may not circulate or be imported in the destination country.