Step-by-step accomplishment of the guarantee claim

Conditions of recognition the case as a guarantee.

  • 1
    If the delivery time is specified on the Russian Post website (the website can be particular for each country), the seller sends an Application for the search of domestic and international postal items or an Application for the search of international EMS-shipments.
    Applications for the search of domestic and international postal items are received within 6 months from the date of shipment.
    Applications for the search of international EMS-shipments are received within 4 months from the date of shipment in accordance with the Regulations for the Application of the EMS model agreement, Bern, 2017.
  • 2
    Processing period for the claim or complaint and providing a written response on international postal items can be from 30 to 90 days in accordance with the Universal Postal Convention, Istanbul, 2016.
  • 3
    The buyers can speed up the search process of the parcel by additionally making on their part the Application for the search at the nearest Post office.
  • 4
    If the parcel is not found within 95 working days from the date of making an Application for the search, it is admited to be lost, and the seller sends the buyer a new identical parcel at his own expense.
  • 5
    The guarantee parcel is sent only once.