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FAQ

In this section we have summarized the most important information about our services. Click on the topic you are interested in under which you will find answers to the most popular questions.

Goods forwarding service, storage, sorting, completion and repacking (delivery from the warehouse)
Is it possible to order the goods to the address of Great Britain and Germany from any Internet store?

You may use our address of Great Britain and Germany for the orders from any Internet store if they offer a possibility to deliver goods in the territory of Great Britain and Germany. It is possible to use the warehouse address when buying the goods from America, China or other countries as well. When buying goods from the countries outside the European Union a possibility exists that taxes may be imposed on the goods.

If several goods is bought in different stores – will all goods be sent to Latvia simultaneously?

All the parcels received at our address of Great Britain and Germany will be sorted, packed and dispatched in one delivery until the transportation date. If for example you have purchases from 3 different ebay sellers and additional purchases in another 2 Internet stores, we will take all the parcels which will be actually delivered to Latvia with the closest possible trip. If any of the parcels is not delivered on the transportation date, it will be transported in the next delivery.

Is delivery of my ordered goods guaranteed? Are intermediaries used for delivery to Latvia?

We provide completely verifiable service and transport the goods to Riga office only by our means of transport. Our specially trained and professional staff will ensure safety of your parcel from the moment when it is delivered to us at the address of Great Britain and Germany until the moment when you receive it at our Riga central office, OMNIVA parcel machine or by delivery to your home. It is possible to follow each step of the parcel trip from the date of its receipt to our on-line tracking system.

How much does the sorting and storage cost at the address of Great Britain and Germany?

There is not an additional payment charged for storage and sorting of parcels. This service is already included in the service price and storage of parcels is possible until the next transportation date according to the schedule.

How does packing of parcels take place? Is the seller’s packaging opened and repacked in another packaging?

If several parcels are received, we try to combine them in the least packaging units as far as possible. We use film for packing in order to roll several small parcels together. If the number of parcels is sufficient so that to be placed in some of our standard boxes – you will receive your packages in cardboard boxes. All received packages shall be rolled together or packed in a box in the condition in which they are received at the address of Great Britain or Germany. We do not repack the original seller’s packaging.

How to reduce the transportation costs, if the seller has packed the goods in a box of improper size?

Before making a purchase you can send an e-mail to the seller to inform that the goods should be packed as compact as possible. The smaller the dimensions of the package are, the cheaper the delivery price will be to Latvia. This issue could be actual when buying the goods of larger size or irregular shape in ebay.

Order statuses, package acceptance approval, package tracking (delivery from the warehouse)
What are the order execution statuses in the system?

„The order is made, the packages are waited” 
This status shall be added automatically after making an order in the system.


„00 packages are received, prepared for dispatch” 
At the moment when packages are received at the address, the number of the actually received packaging units appear instead of “00”.
The received packages shall be registered in the system until the end of the working day. Every day you will have an opportunity to follow the total number of the received packages.


„The order is registered, ready for loading”
1-2 days before the planned transportation to Latvia all the actually accepted packages shall be sorted, packed, marked and the service price shall be calculated. As soon as the particular order is processed, such a status will appear at the order, and in your account you will see the calculated service price.


„The order is loaded, on the way to Latvia”
Such a status will appear, as soon as the order is loaded in the vehicle and on the way to Latvia. 


„The order is brought to Latvia, ready for delivery” 
The parcel has reached Latvia successfully. In this stage preparation for delivery takes place, as well as for deliveries by OMNIVA parcel machine or to the address. At this status it will be possible to see the planned delivery times in the office or times of delivery in Latvia. The information about the date and time of delivery will be sent also as an SMS to the mobile phone number indicated in the application.


„The order is delivered to the addressee” or "The order is dispatched by the selected type of delivery"
Te parcel is successfully delivered to the addressee or dispatched by the selected type of delivery - outsourcing.
We have performed our work in this status. Thank you for choosing our services!

When the status of my order will be changed?

The order shall become active, as soon as at least one received package (package of the goods) is added to it. On the date when the package is delivered to the address of Great Britain or Germany, these changes should appear in the system until the end of the working day. As soon as we update the information about the received goods and there are changes in your order, the system will send you an e-mail automatically. Until the date of registration and sorting you will see only the actually received number of the packaging units.

How is it known how many packages are received at the address of Great Britain or Germany?

At the status “00 packages have been received, prepared for dispatch” instead of the first two symbols “00” you will see the number of the actually received packages (packaging units). The number of packages shall be updated at the end of each delivery day. We request to take into account that in particular cases packages may be added on the next delivery date for the previous date, as well.

Is it possible to find out which goods are received?

Since the packages of the goods are not opened, their identification according to the content is not possible and is not performed. We can offer an opportunity to add the photos of the received packages in the system which you will be able to see in your customer account at the respective parcel as additional information. This service shall be available for an additional payment.

How it should be made sure that packages are delivered intact?

If a package is received at the address of Great Britain or Germany in an opened condition or its external packaging is visually damaged, we will make a note in the system about this fact and add photos. Upon necessity you will have an opportunity to claim for a compensation from the seller and receive a compensation for the losses which will be paid by the supplier of the package.

When will it be possible to receive my packages in Latvia?

Follow the order tracking information and you will always know wher your packages are. If you plan to receive packages in Riga central office, we will send a SMS with the planned delivery date and time 1-2 working days before the planned delivery. It will be possible to see the planned delivery times at the tracking information. Delivery of packages in the office shall usually take place on Thursdays at 3.00 p.m. - 7.00 p.m., the delivery to the door in Riga and Riga region – on Thursdays, within the working day. In separate cases (on holidays in Great Britain, Germany or Latvia) the delivery dates and time may be changed, therefore I request to wait for the informative message in which we will specify the working hours of the office. Packages for delivery by OMNIVA parcel machine and courier in the territory of Latvia shall usually be transferred on Thursdays with delivery on the next working day. Holidays in Great Britain, Germany and Latvia may directly affect the delivery process and a lag is possible in the schedule of the planned deliveries of 1-2 working days. 

Service payment, payment types and opportunities (delivery from the warehouse)
Service payment for physical persons
Receipt of packages in Riga central office

It is possible to pay for services at the moment of receipt of the goods in cash. Unfortunately, payments by the payment cards are not accepted for the time being. If you wish to pay by a bank transfer, you may select the request for receipt of the prepayment invoice when making an order.  In order to receive packages in Riga central office, the invoice must be paid (cash in the account) until the planned delivery of the packages. If the payment is not received, unfortunately we will not be able to deliver packages.

Delivery by OMNIVA parcel machine

As soon as the order is on the way to Latvia (status “Shipment in transit”), a prepayment invoice for the provided services will be sent you to the e-mail. We request to pay the invoice on the indicated term, so that not to hamper transfer of the packages included in the order to partners for deliveries. After successful receipt of the payment (cash in the account) your packages will be transferred for delivery in the network of Omniva parcel machines. It will be possible to receive parcels in the parcel machines on the next working day. Omniva system will send you a locker door code as a SMS to the mobile phone number indicated in the application. If a payment of the invoice is not received, unfortunately, the packages will not be transferred for delivery and delivery of the parcels will be delayed for indefinite time.

Delivery to the door by courier

In the territory of Latvia we provide delivery to the door by our means of transport, as well as we use a courier of SIA “SCHENKER” for deliveries to remote regions. If we deliver packages by our means of transport and it will be possible to pay for the services at the moment of delivery, we will not send you an invoice. If the delivery is planned by courier, a prepayment invoice will be sent you to the e-mail as soon as the order is on the way to Latvia (status “Shipment in transit”). We request to pay the invoice within the indicated terms so that not to delay the delivery. After successful receipt of the payment (cash in the account) your packages will be transferred for delivery in the territory of Latvia.

A payment for the service made by legal persons

When adding bank details of the company to the customer account of ebaypiegade.lv, the invoices shall be always prepared by including the bank details of your company. It is possible to add several represented companies simultaneously in the system. At the moment of making an order you will have a possibility to select the appropriate bank details of the company for the payment of the invoice, it should only be noted that you wish to receive the invoice and it will be sent to your e-mail automatically, as soon as the order is on the way to Latvia (the status “Shipment in transit”). If a note is not made in the system, we will consider that you wish to pay as a private person, therefore the payment terms of private persons will be applied.

Receipt of packages in Riga central office, OMNIVA parcel machine or by delivery to home (from the warehouse)
Receipt of parcels in Riga office and storage terms

Receipt of packages in the office shall be usually organized on the days when the transport arrives to Latvia. It is usually on Thursdays at 3.00 p.m. - 7.00 p.m. In some cases the delivery date and time may be changed, therefore before going to the office for the packages we request to wait for the SMS mesaage. Upon choosing the receipt in the office, the packages must be collected on the date and time indicated in the informative SMS. Then you will have to pay only for transportation from the warehouse to Riga office. You will receive a message on the receipt only in the case if there are packages not delivered to you. If it is not possible to collect packages on the particular date and time, you will have an opportunity to agree with another person to order the delivery to the door or to the closest OMNIVA parcel machine on your behalf. We request not to choose the receipt in the office in case if you are not able to collect packages at the particular time. Unfortunately, long storage (accrual) of packages in the office is not provided or included in the service price. Delivery of packages outside the delivery times is possible for an additional payment by agreeing the time on the phone in advance.

Parcel storage terms in OMNIVA parcel machine

A parcel storage term in OMNIVA parcel machine is seven calendar days. It is possible to receive parcels for 24h a day 7 days a week. If you have questions regarding receipt and storage of packages, contact the OMNIVA customer service department by calling: +371 27042424 or writing to the address: info@omniva.lv.

Delivery of parcels to the door, repeated delivery

We provide delivery to the door in the entire territory of Latvia – in any city, village or farmstead. The delivery service will be provided in advance on a previously set working day, during a working day. You will receive an informative SMS about the planned delivery date to the mobile phone number indicated in the application 1-2 working days before the planned delivery, and it is possible to see the planned delivery date in the parcel tracking information. One delivery attempt is included in the service price. For repeated delivery a delivery price shall be set in the territory of Latvia in the full amount.

The seller has sent a wrong goods, is it possible to send it back? (Delivery from the warehouse)

If the seller (Internet store) has included a free return sticker with a barcode, return of the package will be free in the territory of Great Britain or Germany. Transportation from Riga office of ebaypiegade.lv to Great Britain or Germany shall be paid during the delivery of the parcel. Transportation of the package of the size of a shoebox – from EUR  5.00. If the seller does not pay a return, you may choose our provided service – delivery of small packages from Latvia to Great Britain and Germany.

Dispatch to the warehouse is not provided, the goods shall be collected at the seller’s address (Direct delivery from the seller)

The service “Direct delivery from the seller” shall be planned in the cases if your selected goods is too big or the seller does not wish to send it internationally, nor provides delivery to our warehouse of Great Britain or Germany. At the delivery information of such goods there will usually be a note: “Collection in person”. Additional opportunities of the service are packing of the parcel for safe transportation (if the seller does not provide it) and a payment for the goods at the moment of receipt or “Cash on collection”.

 

The collection in person must be performed, the seller refuses to pack (Direct delivery from the seller)

If packing materials are not available to the seller or it does not wish to pack, we may provide it. Additional packing of a parcel in bubble film or movement rugs is possible for any "collection in person" purchase. A purchase in Latvia will be delivered in the condition in which it was collected from the seller. It is also possible to agree packing of particularly fragile purchases. We have all types of packing materials which we can use for packing of your fragile purchase in order to provide safe delivery to the addressee.

Delivery statuses, information about the collection/receipt time of packages (Direct delivery from the seller)
What are the delivery statuses for collection from the seller?

“The collection request is received, an administrator’s confirmation is expected”
This status shall be added automatically after entering of the collection request in the system. As soon as an administrator has planned in which of the deliveries it will be possible perform collection in person, the status shall be updated.

“The order planned for collection”
After planning of the order in the relevant trip the information about the collection dates will be attached to the system status. In the beginning it will be an interval of 4-5 days, for example: “The collection is planned from 01.02.2017 to 05.02.2017, the collection time shall be specified”. 1-2 days before the planned receipt it will be specified up to 1 day and time limit of 2-3 hours, for example: “The collection is planned from 02.02.2017 to 12.00 until 3.00 p.m.”. By using this information you may inform the consignor about the planned collection day and time. The times will be autonatically sent to the mobile phone numbers of the seller’s/consignor’s contact person indicated in the application 1 day before the planned collection.

“The order is collected”
The order is successfully collected from the seller/consignor and is on the way to the local parcel delivery point.
After adding of this status, the planned dispatch date to Latvia will appear in the tracking information. 

“The order on the way to Latvia”
The order is successfully loaded in the means of transport and now is on the way to Latvia. Such a status may remain for several days until the moment when it arrives to Latvia. 

“The order has arrived to Latvia, ready for issue / prepared for dispatch by the selected type of delivery”
The parcel has successfully reached Latvia. In this stage preparation for delivery shall take place, as well as deliveries by OMNIVA parcel machine or to the address. At this status it will be possible to see the planned delivery times in the office or delivery to Latvia. We will also send the information about the delivery/collection date and time by a SMS message to the phone number indicated in the application.

“The order has been delivered to the addressee” or "The order has been dispatched with the selected type of delivery"
The parcel is successfully delivered to the addressee or dispatched with the selected type of delivery - outsourcing.
We have performed our work in this status. Thank you that you chose our services!

When will my order be received from the seller?

The collection in person shall be organized with the closest possible trip. Our vehicles run every week therefore it is possible to organize a quick and operative collection of the orders made from the sellers’ addresses.

When will my order be delivered in Latvia?

It will be possible to follow the planned delivery in the territory of Latvia in the order status and we will send you a SMS message about the planned delivery date and time to the mobile phone number indicated in the application.

What should be done if the seller is not at home on the planned day and time?

It may be offered to the seller to change the collection address, arrange with the neighbours to leave the order to them or our courier may collect the order from a previously arranged secure location. The “secure locations” are usually a garden hedge, porch, etc. If it is not possible to agree the collection alternatives, the order will be replanned automatically to the next possible collection and the seller will be informed about new collection times.

The seller is a company, collection only o working days, during the working hours (direct delivery from the seller)

In the largest part of the territory of Great Britain collection of parcels shall be ensured on working days, during the working day. In special cases it is possible to involve British partners so that to ensure collection on specific days and times.

Transportation of bulk parcels – palettes, complex and full cargoes (direct delivery from the seller)

For transportation of bulk and especially heavy parcels we use both; vans, and large trucks. If your purchase ir placed on the palete or it is a bulky cargo – it is not possible to organize transportation. We will use the most appropriate means of transport in order to ensure safe transportation of your cargo to Latvia.