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Use simple sentences and communicate in a way that would be natural if you were talking to another person. Avoid complicated or overly technical expressions.
Types of courier shipments
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Parcel Locker shipment
A package in the shape of a cube with dimensions of:
- Size XS - maximum dimensions: 4 × 23 × 40 cm, maximum weight: 3 kg. Available only on the InPost Mobile app
- Size A - maximum dimensions 8 × 38 × 64 cm, maximum weight: 25 kg
- Size B - maximum dimensions 19 × 38 × 64 cm, maximum weight: 25 kg
- Size C - maximum dimensions 41 × 38 × 64 cm, maximum weight: 25 kg
Standard package
A parcel in the shape of a cuboid or cube. In the case of a courier packages, the dimension of the longest side may not exceed 120 cm, and the sum of the dimensions may not exceed 220 cm.
Non-standard package
A package which has one of the dimensions exceeding 120 cm or which has a sum of dimensions (length + width + height) longer than 220 cm. A non-standard package is also: a round, cylindrical, or oval shaped element or one with irregular shapes and/or with protruding elements. The non-standard package option does not apply to long packages.
Exceptions:
- tires up to size 15" packed in pairs (one on top of the other, without rims), they cannot be connected in parallel - "next to each other"
- tubes up to 120 cm in length and 10 cm in diameter
- InPost Poly mailers (gluing Poly mailers together to get a larger size is not acceptable and requires verification)
- animal food (wrapped in stretch foil or not) is treated as a standard package when the weight does not exceed 20 kg
Dimensional weight package
A package of small weight and large dimensions, for which the dimensional weight is greater than the actual weight of the package. Dimensional weight is calculated according to the following formula:
For example: 65 cm x 50 cm x 50 cm / 6000 = 27 kg
Surcharge for parcels over 50 kg of dimensional weight for each kilogram. The maximum dimensional weight for which shipments are priced may not exceed 70 kg. After exceeding this weight, the price for the Standard Palette service is charged.
Long package
A long package is one with length of the longest side exceeding 200 cm. The maximum actual weight of a single bundle or element may not exceed 30 kg. We calculate the price of a long package for each commenced meter of package length over 200 cm. The maximum length of a long package cannot exceed 350 cm.
Determining the weight of a courier shipment
When determining the weight, the rule is choosing the higher weight: actual, dimensional, or length-based. Dimensional, non-standard, and long packages are sent with separate waybills according to the principle: one package - one waybill.
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Let’s chat
Our Virtual Assistant is available 24 hours a day, 7 days a week.
Chat with usAlso available on:
Call us
+48 722 444 000
+48 746 600 000
The cost of the call will be charged in accordance with your operator’s rates.
Helpline opening hours:
Monday – Friday 7:00–22:00
Saturday 8:00–20:00
Sunday 8:00–18:00
public holidays 8:00–16:00
For businesses
Offer for businesses
Fill in the form and receive an offer tailored to your business. Our adviser will draw up personalised terms of cooperation for you.
Request a quote
Something gone wrong?
Having a problem with your parcel or wish to make a complaint? Please use the complaint form.
The damage report applies only to damaged parcels. Please complete it along with your complaint.
Complaints form Damage report
Do you need a sign language interpreter?
Interpreter availability:
Monday – Friday 7:00–22:00
Saturday 8:00–20:00
Sunday 8:00–18:00
Other important contacts
Compliance Officer: Arleta Adamus
Data Protection Officer: Anna Jaworska - Kłosowicz
Press Officer:
Wojciech Kądziołka
pr&# 64;inpost.pl
See how our automation will help you when collecting or sending a parcel
Parcel locker unavailable
Oh, that's not good 😥 You can report a broken Parcel Locker using the form https://inpost.pl/en/zglos-awarie or via chat. Remember that you can send your parcel at any Parcel Locker device.
The machine screen does not respond
All is not lost! Try to operate the Parcel Locker remotely using the InPost Mobile application. You can also scan the QR code or barcode to collect or send the parcel. You can generate the QR code yourself at: https://qr.inpost.pl/
No pickup code
Get the pickup code, check your SMS, e-mail or InPost Mobile Application notifications. Send you a message again? VoiceBot MAT will do it for you!
Parcel left in Multiskrytka
If you are still at the Paczkomat® device and 15 minutes have passed since collecting the parcels ⌛, you can reopen your locker using the same pickup code or the InPost Mobile application. If 15 minutes have already passed, contact our hotline while you are at the machine. The consultant will help with remote collection.
Accidentally locked drop box
The locker was closed without placing the package? No problem! VoiceBot MAT will allow you to try sending the package again. If your shipment is too large, try repacking it. Remember that when sending a parcel using the Quick Returns service, you can change its size at https://szybkiezwroty.pl/en/change-size.
Oopsss… Something went wrong… Please try again in a moment.
If the message appears in the application several times, make sure you have location and Internet data turned on. If the locker doesn't open, check if you have the latest version of the app. If you don't have any updates available, try restarting your phone. If the error still appears, collect the parcel by scanning the QR code or entering the pickup code on the Paczkomat screen.
Invalid return code
Is your return code invalid? Make sure it is 10 digits long and has not expired. Then introduce it slowly again. Has your refund code expired? Using the website https://szybkiezwroty.pl/en or the Mobile Application, you will generate a new one. If this is not possible, contact the store.
Incorrectly selected dimensions
The shipment is too large and you can't repack it? Have you given up sending your parcel? Using the contact form or MATa's ChatBot, you can request a refund for generating it. Remember that when sending a parcel using the Quick Returns service, you can change its size at https://szybkiezwroty.pl/en/change-size.
The cache did not open
Check the location of the locker on the screen of the Paczkomat device or in the mobile application. Approach it and check if the door is not ajar. If not, try opening the vault again. If the box is still not opened, you can report it via the form https://inpost.pl/en/zglos-awarie or via chat .
Authorization error
Make sure you are at the correct Parcel Locker device. You may find it helpful to use the "Navigate" option available in the mobile application. Also check that you are entering the correct pickup code and phone number on the machine screen. You can also collect the parcel remotely from the mobile application or by scanning the QR code.
How will MAT help you?
See the power of MAT automation!
On the helpline
On chat
Checks shipment status
What is the status of my parcel?
It's almost there! The parcel will probably reach you today. The Courier should make the delivery in the afternoon hours.
Gives the Courier's telephone number
I would like to get the Courier's phone number.
The Courier's phone number is 50233****.
Resends the pickup code
Resend me the pickup code for the parcel.
Done - I resent the pickup code to the phone number and email address of the Recipient - Check if it arrived.
Refreshes the label
I want to change the status of the parcel.
Do you want to change the status of your unsent parcel so that it is possible to reuse the label?
Yes
I have changed the status of your parcel. You can now send it using the same label. Your parcel will be accepted by any Parcel Locker.
Specifies the location of the Parcel Locker or Parcel Point
Give me the location of the Parcel Locker.
We've got it! The Parcel Locker where the parcel was stored into is: WAW58N, located at 86 Pulawska St., Warsaw Circle K gas station.
Sends a report to the branch
Please describe using simple words what is the content of the parcel, so I can hand it over to the Branch Employee.
Yellow sweatshirt with the InPost logo
Thank you. I sent a notification to the Branch under reference number: 0000502***.
Checks shipment status
What is the status of my parcel?
Your parcel is on its way between InPost branches. Once it reaches its destination, it will be forwarded for delivery. The expected delivery date is up to two business days.
Gives the Courier's telephone number
Give me the courier's phone number.
The Courier's phone number is 50233****.
Answers questions about the company's services
What is the Easy Access Zone?
Easy Access Zone allows you to you indicate via the mobile app that you want to pick up your package from the lower part of the Parcel Locker. This is a free option dedicated for the Recipients.
Specifies the location of the Parcel Locker or Parcel Point
Find a Parcel Locker for me.
Give me an address and I will help you find a Parcel Locker - e.g. Krakow, Długa.
Poznan, Marcelinska Street.
Well, there you have it! I've found the locations for you: Display.
Answers the most frequently asked questions
At what time do Couriers deliver parcels?
What service are you interested in?
Parcel Locker
Parcels to Parcel Locker InPost are being delivered from an early morning even to the late evening hours.
Helps with label reimbursement
I want to get a refund for an unused label.
Cancelling a label for an unsent parcel is not a problem! Give me the label details for a refund and I'll take care of the rest.
Registers a complaint
I would like to file a complaint.
You can file a complaint by completing the form on the website, by continuing to chat with me, or by letter. Which option do you choose?
Continue to chat.
Resends the pickup code
Would you like me to resend you the pickup code for your parcel?
Yes
It looks like the pickup code was just resent to the Recipient.
How to talk to MAT?
1
2
Use voice or enter numeric data
When you talk with VoiceBot, you have two interaction options. You can use your voice to say a question or use your phone's keyboard.
3
Don't interrupt MAT's speech
It is important not to interrupt the MAT and give him a chance to answer your question or request. Wait until he has finished speaking before asking another question or giving an order.
How to write with MAT?
1
Use ready-made hints
You can write your own question or use ready-made suggestions such as: parcel status, courier number, InPost application, find Paczkomat, find PaczkoPunkt, what's new.
2
Talk naturally
Use simple sentences and communicate in a way that would be natural if you were talking to another person. Avoid complicated or overly technical expressions.
3
Don't interrupt MAT's speech
It is important not to interrupt the MAT and give him a chance to answer your question or request. Wait until he has finished speaking before asking another question or giving an order.
Find out more about MAT's support
Where can I talk to MAT?
You can talk to MAT on many channels. The choice is yours! ChatBot MAT is available on Messenger, WhatsApp, on InPost.pl and in the InPost Mobile app. You can also talk to it using Google Assistant on "Talk to InPost." VoiceBot MAT is available to customers when contacting the InPost hotline.
What is the cost of the call?
The charge is at the operator's rate.
Why did MAT redirect me to a Consultant?
Because this issue most likely required direct involvement of the Consultant.
Can I turn MAT off?
It is not possible to disable MAT, however, if the need arises during the call you can connect directly to the Consultant.
Should I enter the digits by numbers or say them by voice?
When talking to the VoiceBot MAT, you can communicate by voice, saying the digits clearly. You can also enter the digits on the numeric keypad.
Is it safe to talk to MAT?
Yes, we maintain the same security standards as when talking to a Consultant.
Are conversations with MAT recorded?
Yes, conversations with MAT are recorded for security purposes. We inform you about this at the beginning of each conversation.
What languages does MAT speak?
VoiceBot MAT only speaks Polish. ChatBot MAT talks in Polish, English and Ukrainian.
At what hours does MAT work?
MAT is available 24 hours a day.
Is MAT able to give me the same information as human?
MAT was created with advanced technology, so it can provide answers to many questions and help solve many problems. However, its abilities are limited from access to knowledge and collected data.