Frequently asked questions

The timetables are available in Timetable Search on Matkahuolto’s website and from the service number 0200 4000 (€1.98/min + local network charge).

The message may due to one of the following reasons: 1) The chosen route may not have a direct bus or transfer connection confirmed by the bus operator. 2) The chosen route or all of its legs may not be run on the particular day you selected. 3) The departure date falls outside the range of dates covered by the current timetable and the timetables including the requested date have not yet been stored in the database.

• as = station
• kk = village centre
• kko = church
• las = bus station
• ras = train station
• th = roadside stop, often at a crossroads leading to a village or city along a main route
• Letters P (north), I (east), E (south) or L (west) after the stop name indicate the direction of the bus. For example, P means a northerly direction.

The transfers listed in the timetable search have all been checked and verified. It may be a good idea, however, to let the driver of the first bus know about your upcoming transfer, so he/she can inform the transfer bus driver that there is a transfer passenger coming in case there is a delay.

Timetable Search is based on dates. Each day starts at 00:00 and ends at 23:59. Departures leaving after 00:00 are found under the next day’s date.

Tickets can also be purchased at Matkahuolto terminals, as well as on the bus. The price of a ticket purchased on the bus may differ from the prices indicated on Matkahuolto’s website.

Prices may differ from the prices show on the website if you buy the ticket from the driver.

Passengers are entitled to only one discount at a time. For example, if you travel with a Special Offer eBus Ticket, you are not entitled to a student discount.

Online Tickets can be cancelled up to 24 hours before the start of the journey. A return ticket may be cancelled in whole or in part at the latest 24 hours before the start of the outward journey. If the journey is on a weekend or a public holiday or the following working day, the cancellation must be requested on the previous working day. A service fee of nine (9) euros will be charged for the service. Only one cancellation per booking number is allowed. Cancellations can be made using the Online ticket cancellation form. It is not possible to make changes to an online ticket.

If a disabled person or person with reduced mobility is unable to travel alone because of disability or reduced mobility, the person must be accompanied by a travel companion. The companion may travel together with the person being assisted free of charge if the total length of the service from the point of departure to the destination exceeds 250 km even if the trip they actually take is shorter than that. The conditions and instructions for booking a trip may vary from one operator to another, so it is advisable to inform the operator of your trip well in advance, at least 36 hours before departure. Check the length of the service and the contact details of the bus company in the Timetable Search of the Matkahuolto website by clicking the round i button next to the desired service. It's not possible to book a free ticket for a travel companion from the Matkahuolto online ticket shop.

Seat reservations are not obligatory. It is possible to reserve a seat ticket on some departures. The seat reservation is free of charge.

In Matkahuolto’s online store, payments can be made using your online bank, Visa or MasterCard. In the Trips and Tickets app you can pay by MobilePay, ApplePay (iOS), Visa- and MasterCard and ePassi.

Most busses accept cash. The acceptability of other means of payment varies from one operator to another.

The payment policy depends on the company involved.

Call Matkahuolto’s service number 020 331 222 (Mon-Fri 8-16) and ask for the receipt. The call charge is 8.4 cents/min. You can also request the receipt by email at matkapalvelut.palautteet@matkahuolto.fi.

You can find the price and age limit of a Children’s Ticket in the Timetable Search. To display the age limit for a Children’s Ticket, click the round i button next to the ticket price.

All bus tickets good for travel in Finland include value added tax at 10% the amount of which is shown on the receipt issued by Matkahuolto. From 1.1.2023 until 30.4.2023, the VAT on bus tickets is 0% due to a change in the VAT law approved by the parliament.

Tickets can be be purchased in the Trips and Tickets app. The app can be downloaded free of charge for Android and iOS devices from app stores.

Choose a ticket product depending on how often and on what routes you travel. A series ticket holds a certain number of trips that you can use during the validity of the ticket. A season ticket allows unlimited travel during the validity of the ticket. Please also read the additional ticket information carefully before purchasing. The additional information shows where the ticket can be used, which services it is valid for and other terms and conditions. The Trips and Tickets app includes an intelligent Journey Planner that suggests ticket products to suit your needs.

Ticket sales have been transferred to the Trips and Tickets app to improve the customer experience. The app allows you to buy tickets quickly, regardless of time and place. In addition to buying tickets, you can check remaining trips and ticket expiry dates. Paying for your trip is easy, as the driver reads the QR code of the ticket directly from the app.

You can check the length of your trip in the Journey Planner of the Trips and Tickets app. Enter the departure and destination stops in the Journey Planner and you will be shown a list of suggested ticket products. By tapping on the search result, you can check the trip length and timetables in the service information.

No, because the driver does not have to accept a ticket with a distance that is too short compared to the distance you are travelling. Check the kilometres of the services you use and buy a ticket according to the longest distance travelled.

In Matkahuolto’s online store, payments can be made using your online bank, Visa or MasterCard. In the Trips and Tickets app you can pay by MobilePay, ApplePay (iOS), Visa- and MasterCard and ePassi.

All bus tickets good for travel in Finland include value added tax at 10% the amount of which is shown on the receipt issued by Matkahuolto. From 1.1.2023 until 30.4.2023, the VAT on bus tickets is 0% due to a change in the VAT law approved by the parliament.

You cannot pre-book a seat when travelling with a season or series ticket.

After travelling with the ticket, you must wait 24 hours before you can activate it on another device. Try activating again when 24 hours have passed since the ticket was issued.

Has the validity of the ticket already started? If at the time of purchase you selected a validity period starting, for example, the next day, the QR code will only appear when the ticket becomes valid. The lack of Internet access also prevents the QR code from appearing on the ticket.

Make sure you are logged in to the same user account you used to buy your ticket.

The validity of the ticket cannot be extended or suspended. The validity of the ticket always starts at the time you set.

In most cases, you can cancel your season or series ticket within 24 hours of purchase. You can cancel a ticket by going to your own tickets in the app and selecting “Show ticket”. The cancellation button can be found in the additional ticket information. Note that not all season and series ticket products can be canceled in the app. If the ticket cannot be cancelled in the app, this will be indicated in the additional ticket information. If more than 24 hours have passed since the time of purchase or if the ticket has already been used, the purchase can no longer be cancelled.

Please make sure that your ticket is still valid and/or has some trips left. If a valid ticket does not work, the problem could lie, for example, in the quality of the network connection. If your ticket is valid and the network connection is not the cause, close the ticket and open it again. If even this does not help, log out of the Trips and Tickets app, clear the cache on your mobile device and then log in again. If your ticket still fails, contact Matkahuolto Customer Service.

As a rule, the price of season and series tickets is the same for all passengers, and there is usually no student discount. Some season and series tickets are intended for use by different discount groups, and the ticket price is for the discount group concerned. In such cases, the user group is already indicated in the name of the ticket.

A Trips and Tickets user account cannot be updated with a new email address. Logging in with a new email address will create a new user account. Tickets are specific to each user account, so you can only transfer a ticket if it is unused and the ticket transfer is allowed for that ticket product. You cannot transfer a partially used ticket.

Timetable Search shows all the stops at which the bus stops. Express buses will only stop at the listed stops. Departures marked as regular services may also stop at other stops along the route.

On some routes, the Special Offer eBus Ticket is only valid for travel between the stops or cities indicated on the ticket and the discount price does not apply if you get on or off the bus at intermediate stops on the route. For more information on the special terms of the Special Offer eBus Ticket, click here.

If you are travelling on an eBus or Special Offer eBus Ticket, you need to prove your right of travel by presenting a driving license, passport or ID card issued by the police.

Passengers carrying a personal Travel Card must be able to show proof of identity upon request.

The card entitling to the discount must always be presented when purchasing the ticket and when boarding the bus.

The policy depends on the bus company involved. Services that allow pets are indicated in the Timetable Search.

Pets are allowed on most bus services. Ordinary, non-dangerous pets can be transported by bus if they are accompanied by a companion who assumes responsibility for the pet, provided that there is room on the bus. Pets should be placed on the bus in a location that causes minimum inconvenience to passengers. Pets may not sit in the seats of the bus or be allowed to roam free. Any allergy sufferers already on the bus have the right to choose their seats first, and, if necessary, may ask the bus driver to prevent a pet from boarding the bus. The policy depends on the company involved. In the Timetable Search, you can check any comments on departures by clicking the round i button next to the desired service.

Pets may be subject to a surcharge which varies according to the bus company. Any surcharge is paid to the driver on the bus.

Co-passengers are not entitled to prevent a guide or assistant dog from boarding the bus.

There are no child safety seats available on the buses. You can bring your own safety seat, but it is not required by law. Everyone must wear seat belts, if the bus has them. Most buses have seat belts in all seats, but there may not be a belt suitable for attaching a newborn car seat.

You can find the price and age limit of a Children’s Ticket in the Timetable Search. To display the age limit for a Children’s Ticket, click the round i button next to the ticket price.

Ordinary hand luggage is transported free of charge under the seat or on the luggage rack. All other luggage will be placed in the hold. Hand luggage transported in the passenger compartment should not be so large as to restrict the space available for other passengers. On most long-distance services, travellers can have two suitcases or bags placed in the hold free or charge. Passengers should inform the bus company of the transport of bicycles, prams or other bulky luggage no later than the working day before departure. Bus operators may charge a company-specific fee for the transport of large items.

The policy depends on the company involved.

For some services, it is possible to buy a separate ticket for a bicycle. The bicycle ticket can be used to transport one adult bicycle or one children’s bicycle. You must buy a different ticket for each bicycle. The charge for transporting bicycles varies according to bus operator.

If a bicycle ticket is not available for the service in question, it is advisable to inquire about the possibility of bicycle transport from the bus company operating the service in advance, at the latest on the working day before the departure date. Check the Timetable Search for the contact details of the bus company and any comments on the departure in question by pressing the round i button next to the desired service.

The bus driver may make phone calls required by his or her duties within the limits imposed by the Road Traffic Act.

It is permissible to eat and drink on the bus if you manage to keep your area tidy and as long as the item involved is not specifically forbidden on the bus (e.g. ice cream and grilled fast food). Smoking and consumption of alcohol and other intoxicants are strictly forbidden on the bus.

All passengers have the right to enjoy a comfortable bus ride and the bus driver must be allowed to do their job without interference.

Bus driver has the right to remove from the bus any passenger who is causing a disturbance and continues to do so despite being cautioned. If the passenger cannot be removed immediately, the bus driver has the right, if necessary, to restrain the person involved until removal is possible.

Co-passengers have the right, at the bus driver’s request, to assist in removing or restraining any passenger causing a disturbance. If necessary, bus driver is entitled to request police assistance.

Passengers may not be removed from the bus if this would jeopardize their health. Passengers are asked to inform the bus driver of any vandalism taking place on the bus. Passengers are liable to pay compensation for any damage caused to the bus.

Contact Matkahuolto’s customer services at 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. You can also contact Matkahuolto by e-mail at matkapalvelut.palautteet@matkahuolto.fi. You can also contact the bus company operating the service directly.

Some bus companies deliver lost property to lost property offices, while others keep lost property in their own depot. Bus companies operating services often indicate on their own websites where the lost property found on the bus will be delivered.

Bus companies makes the decicions about timetables and routes for services that are operated market-based. There are also departures that are arranged by authorities (The Centres for Economic Development, Transport and the Environment (ELY-Centres), municipalities and federation of municipalities) and operated by bus companies.

Any wishes can be sent to Matkahuolto, which will forward them to the right operator. Feedback can be given by phone to 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. Feedback can also be sent by e-mail to matkapalvelut.palautteet@matkahuolto.fi.

Each bus operator makes its own timetables. All wishes, feedback and comments concerning bus companies can be directed to the company involved.

All thanks can be sent to Matkahuolto, which will forward them to the right operator. Feedback can be given by phone to 020 331 222 (Mon-Fri 8–16). The call charge is 8.4 cents/min. Feedback can also be sent by e-mail to matkapalvelut.palautteet@matkahuolto.fi. Thanks can also be expressed directly to the bus company operating the service.

The majority of services have no minimum age limit for children travelling alone. However, practices vary from one bus company to another. In the Timetable Search, you can check any comments on specific departures by clicking the round i button next to the desired service.

Write the activation code provided after the purchase and indicated in the order confirmation on the parcel together with the name, address and telephone number of the recipient. You don’t need to print an address card, as we’ll take care of it for you at the time of dispatch or when the parcel arrives at our processing centre.

XXS- XL-kokoisen paketit voi lähettää kätevimmin pakettiautomaatista tai mistä tahansa palvelupisteestä. Isommat paketit (Maxit) voi lähettää vain palvelupisteistä. Myös varovasti-lisäpalvelulla lähetettävät tulee lähettää Matkahuollon toimipisteistä tai asiamiespisteistä. XXL Flexiin, Rengassettiin sekä Suksipussiin kuuluu nouto ovelta. Etsi sinulle ja paketillesi lähin piste mobiilisovelluksen Palvelupistehausta.

You can send your bicycle as an XXL Flex Parcel by purchasing delivery on our website or in the Parcels app. It is important to package the bicycle completely in a cardboard box or transport bag.

The bicycle will be picked up at your home once you have purchased the XXL Flex Parcel for your bicycle in the Parcels app or online.

The Car Tyre Set service allows you to send five parcels (4 tyres and bolts) at a time. The easiest way to buy transport for tyres is to do it on our website or in the mobile app. Choose “View large parcels” which enables you to select the Car Tyre Set service. Each tyre must be individually wrapped in plastic or packed in tyre bags sold by Matkahuolto. If the tyres include wheel rims, they have to be protected by taping a cardboard sheet over the rims before the tyres are inserted into bags. Spiked wheels must be completely wrapped in cardboard. The price for online and in-app purchases is 79.90€.

The maximum weight of the parcel is 35 kg, maximum length of the longest side 240 cm and the combined length of the sides (width + depth + height) 300 cm. If these dimensions are exceeded, the parcel will be stopped, and the sender will be responsible for organising further transport.

Matkahuolto does not carry live animals. Exceptionally, live insects, larvae and worms used as fishing baits as well as live crabs during the crab fishing season are accepted for delivery as Express Parcels. For detailed instructions for the carriage of animals, see Animal Transports on our website.

Perishable foodstuffs need to be sent as Express Parcels. This ensures that the sender will know the exact time of arrival of the parcel at its destination. The sender will take the parcel directly to the coach and the recipient will pick it up at the bus stop. Read more about sending Express Parcels.

Matkahuolto does not have refrigerated or high-temperature transport units, nor facilities for the refrigerated or high-temperature storage of parcels.

The transport charge does not include insurance. If you wish to insure your shipment, you must purchase the insurance policy directly from the insurance company (specific cargo insurance). If you package your parcel with care, it is unlikely that it will be damaged in transit. As far as compensation is concerned, Matkahuolto is governed by the Road Transport Contracts Act, which defines the carrier's liability and, among other things, the maximum amounts of compensation. In case of damage, the statutory compensation rate is €20 per kilogram. Read and follow the packaging instructions with care.

Report the transaction to us using the enclosed form. We will look into the matter and refund your payment within a couple of days.

The mobile app allows changing recipient details even after you have purchased delivery for your parcel. You can change the pick-up point before you bring the parcel to the parcel locker or service outlet, and you can change the name or contact information of the recipient before the delivery of the parcel to the pick-up point starts.

If you need to make changes to the consignment at a later stage, please contact Matkahuolto’s customer service. Contact information can be found in the mobile app under “Customer Support”.

You can make changes to parcel details up to the moment you leave the parcel at the parcel point. You can change the recipient’s name or contact details up to the moment the parcel is taken to the final pick-up point.

If you need to make changes to a parcel you have sent at a later stage of the delivery, please contact Matkahuolto's Customer Service.

The delivery time of the parcel is 1-3 working days, so the parcel is still on the way. When the parcel is available for pick-up, we will notify the consignee by SMS or email.

Valitse palautuvalle paketille Paketit-sovelluksessa tai tekstiviestissä olevasta linkistä mitä haluat tehdä paketille. Jos haluat paketin takaisin itsellesi, maksa palautuskulut etukäteen ja valitse mistä noutopisteestä haluat hakea paketin takaisin. Voit varmistua maksulinkin aitoudesta helposti lähetystunnuksella lähetysten seurannasta joko verkkosivuillamme tai Paketit-äpissä.

Jos et jostain syystä halua pakettia takaisin, voit antaa meille luvan sen kierrättämiselle. Se on maksutonta.

This means that the parcel is still held by the sender, or it is on its way from the sender to Matkahuolto. There may be several intermediaries, especially if the parcel is sent to Finland from abroad. Normally, domestic parcels arrive in a couple of days, while international parcels may take up to one week.

It is possible that the estimated arrival date changes in transit if the parcel is processed faster than expected or if there are unexpected delays in transit, e.g. due to bad weather. Most parcels arrive on the day following the date of dispatch, but sometimes the delivery may take longer. All parcels arrive within a maximum of three weekdays from the date they are accepted for delivery.

Unfortunately parcels cannot be picked up in transit. Please be patient and wait for the arrival notice to inform you when the parcel is ready to be picked up. We will let you know right away when you can pick up your parcel.

A text message will be sent to the mobile phone number or email address provided by the sender. If you have Matkahuolto’s Paketit app, you will also receive the notice via the app. If you have not received any arrival notice, there may be a typing error in your details. If so, always contact the sender who can correct the error. If the parcel has already been returned, it is advisable to agree on further action with the sender.

All you need is the collection code irrespective whether you pick up the parcel at a service outlet or parcel locker. No ID or power of attorney is required unless it is a hand-delivered shipment, which will be specifically indicated in the arrival notice. Usually such shipments contain alcohol or documents.

It is likely that the shipping details do not include your mobile phone number and/or email address, which would help us identify that the parcel belongs to you. Make sure that you have entered both your mobile phone number and your email address in the mobile app. If you have provided both pieces of information and the parcel still does not appear, you may want to contact the sender of the parcel, who can add the missing information to the shipment.

This text appears in the tracking system when the parcel leaves the terminal for delivery to the pick-up point. The delivery van carries parcels to several pick-up points, and the first stop may not be your particular pick-up point. For this reason, the message that a parcel is available for pick-up may not appear immediately in Track & Trace. However, your parcel should be available for collection at some point during the same day. Please be patient and wait for the arrival notice.

Parcels are delivered to the pick-up point specified by the consignor or chosen by you. Sometimes, however, the final pick-up point is different from the one you have chosen, for example due to sudden overcrowding at that pick-up point during peak periods, the size of the parcel or the service used by the sender. If so, we always deliver your parcel to the nearest available point with space so you can get your parcel quickly. We also try to explain the reason for the change of pick-up point in the arrival notification.

With some mail-order and online stores, you can select the preferred pick-up point when placing the order. If you do not have this opportunity or do not make a selection, the consignment will be sent to the pick-up point nearest to your address. If you would like to, you can transfer the package to another pick-up point after you have logged into Matkahuolto's website.

As the recipient, you have possibilities for changing the service point: When the parcel details appear in the Paketit app, but before the parcel has been accepted for delivery by Matkahuolto, you can change the service point for the parcel free of charge using your app. Please note that the final delivery point may still be different from your selection if the chosen point is full.

Once you have received the arrival notice, the app offers you a transfer option for a fee. You can make the payment using the methods available on the app, after which you will receive a new shipping label that we will use to deliver the parcel to the service point of your choice. A transfer to another point can be purchased for parcels processed by manned parcel points and, in the metropolitan area, for parcels in a parcel locker, in which case we will transfer the parcel in cooperation with Wolt.

Our parcel lockers have only one display unit where the locker code is entered, so you don’t have to know which box contains your parcel. After entering the code, the door of the right box will open and you can take out your parcel.

Make sure that you have Matkahuolto’s Paketit app and that the parcel you want to pick up is displayed in My Parcels. Activate the Bluetooth connection and allow the app to use Bluetooth. To do so, check your phone settings. Go close to the lockers and make sure that no other customer is using the locker terminal at the same time.

You can copy the pick up code from the Paketit app and pass it on to your spouse, friend or mother, who can use it to collect the parcel for you. You can also forward the texted arrival notice to another person who can then collect the parcel. No power of attorney or authorization is required. If your parcel is in an app-enabled outdoor locker terminal, it can only be collected using the recipient's mobile phone.

You can purchase additional storage time or a home delivery for your parcel in the mobile app when you access the shipment details. Make the payment easily using your chosen method, such as MobilePay. Alternatively, you can forward the collection code to somebody else who will pick up the parcel for you. No power of attorney or authorization is required.

Additional time can be purchased for a consignment once it has been delivered to the final pick-up point. If you are unable to pick up your parcel within the storage time, you can purchase additional storage time, in increments of 7, 14 or 21 days, either online or using the Paketit mobile app. You will also see information about the parcel in the mobile app which you can also use to purchase home delivery for your parcel. Additional time cannot be purchased for parcels if the pick-up point is a parcel locker.

The parcel will be returned to the consignor. If the consignor fails to collect the parcel, it will be disposed of or put up for a public auction.

We offer two different service options, Home Parcel and Business Parcel. If your parcel is Home Parcel, you will receive a text message or email asking you to choose a suitable delivery time. If the sender has sent the parcel using the Business Parcel service, we will deliver the parcel on weekdays between 8 am and 4 pm without prior notice of the delivery time. If you are not present at the time of delivery, you can collect your parcel from a pick-up point near your address after being notified either by text message or email.

Contact your nearest Matkahuolto outlet within 7 days. Contact information can be found under “Customer Support”. If the damaged parcel contains items ordered from a mail-order or online store, contact the consignor. The consignor will take care of filing the claim for compensation or other appropriate action. Take the damaged goods and package to Matkahuolto, or make other arrangements with Matkahuolto for the verification and inspection of the damage.

If an attempt had been made to deliver the parcel when you were not at home, it will be taken to a nearby pick-up point for collection. You will receive a new arrival notice as soon as your parcel is ready to be collected. As a rule, the parcel will be available either later the same day or the day after at the latest. If you wish, you can purchase a new home delivery in the Paketit app after receiving the new arrival notice.

Most likely our driver is lagging slightly behind the schedule, but your parcel is on its way. We will contact your if the delivery is more than 15 minutes late.

You can select delivery to a pick-up point and collect the parcel at your convenience. This option is available on the same menu as delivery times and available across the country. Alternatively, for specific parcels, you can select home delivery without having to be at home to receive it. If so, you authorise the driver to leave the parcel outside your door or in the immediate vicinity of the entrance.

If the goods have been sent by a company or online store, report the damage directly to the sender complete with photos. The Finnish Consumer Protection Act provides protection for parcel recipients allowing you to agree on compensation (refund, new product, etc.) directly with the company that sent the parcel. Any claim for compensation from Matkahuolto is filed by the company that sent the parcel.

If it is a question of a transaction between two consumers, we recommend that the sender fill out a claim for damages. This means that you need to inform the sender of the damage.

The maximum compensation payable by Matkahuolto under the Road Transport Contracts Act is €20 per kg.

In the case of damage or loss of second-hand products purchased on a peer-to-peer platform, report the damage to the peer-to-peer operator, who will give you further instructions.

To become a Matkahuolto contract customer, contact myyntipalvelu@matkahuolto.fi.

The service charge for transport credit is €14.75 per month and it is billed for the months during which there are billable transactions.

The Paketit Business Portal is an easy-to-use browser-based system provided free of charge.

Choose Pick-up Parcel if your customer will collect the parcel from one of our over 2000 pick-up points, and Delivery Parcel or Home Delivery if your customer wants the parcel delivered to their home. For more detailed descriptions of the different services, see our website https://www.matkahuolto.fi/yritysasiakkaat/palvelut-sopimusasiakkaille.

The Paketit Business Portal allows you to edit the recipient’s mobile phone number and e-mail address until the consignment has been collected. After editing the information, a new electronic arrival notification is sent to the recipient.

You can order address labels directly from the office supply distributor most suitable for your business, such as RCK Finland Oy. RCK Finland Oy supplies for example A5 EDI form with glue product with product number 1008070.

On the login page, there is a link to change your password. However, if your email address has changed and you do not receive a reply link, you can order a new password from the corporate customer service https://www.matkahuolto.fi/corporate-customers/customer-service

For parcels to be picked up, the longest side of the parcel must not exceed 200 cm and the combined length (width + depth + height) must not exceed 300 cm. The maximum weight of a single parcel is 30 kg. (Pick-up Parcel, Express Parcel, Return Parcel.)

For parcels delivered to the recipient´s address, the longest side of the parcel must not exceed 240 cm and the combined length (width + depth + height) must not exceed 360 cm. The maximum weight of a single parcel is 35 kg. (Home Parcel, Business Parcel.)

A Large surcharge will apply to all parcels with dimensions exceeding 60 cm x 60 cm x 100 cm or weight exceeding 30 kg.

Business Parcel and Home Parcel are both items to be delivered to the recipient’s doorstep. Business Parcel will be delivered to the recipient’s address on weekdays between 8 am and 4 pm without further notice to the recipient. Home Parcel is a service where the recipient can choose the delivery date and time that suits them best. We recommend using Business Parcel for shipments to businesses and Home Parcel for shipments to consumers.

In both cases, the parcel can be handed over to a person at the address without a power of attorney.

Yes you can. Pallet freight can be ordered directly in the Paketit Business Portal.

Each tyre must be individually wrapped in plastic or packed in tyre bags. If the tyres include wheel rims, they have to be protected for example by taping a cardboard sheet over the rims before the tyres are inserted into bags. Spiked wheels must be completely wrapped in cardboard.

As our contract customer, you can send parcels from Matkahuolto terminals, agent outlets, corporate service outlets and parcel lockers. Use the Service Point Search to locate your nearest point.

Each extra service is priced separately for each consignment. For example, a single consignment can have a Multi-parcel surcharge and a Large surcharge.

The shipping price is based on either the volumetric weight or the weighted weight, whichever is higher. The volume assumption used in the calculation is 1 m3 = 250 kg, i.e. the freight weight of the example consignment is calculated using the formula (0.38 * 0.40 * 0.32) * 250 kg = 12 kg.

The small invoice surcharge is charged on invoices with a total amount of less than €100.

The easiest way to order a pick-up for your consignments is from the Paketit Business Portal. You can also order a pick-up on our website use this link. If you would like to have continuous pick-ups, please contact our sales department at myyntipalvelu@matkahuolto.fi.

Contact our company sales department or email myyntipalvelu@matkahuolto.fi to arrange a continuous delivery service agreement!

Your company can use return codes or you can provide your customer with a ready-made address card for return shipments. The address card can be created, for example, in the Paketit Business Portal.

Customer returns can also be made using the Matkahuolto activation code, which requires support from the customer system (e.g. e-commerce platform or ERP). The activation code allows for more accurate tracking of the shipment. The interface can also be used to create ready-made return address cards, in which case the customer system creates the consignment and transfers information to the Matkahuolto system. A return address card alone is not enough. The consignment must also be recorded in the Matkahuolto system.

A customer return can be left in the parcel locker with a completed address card for the return, or the customer can have an activation code generated by the online store. Depending on the parcel locker, the customers need to choose “Send” or “Return” and follow further instructions displayed. All Matkahuolto parcel lockers allow the return of consignments.

You can transfer a parcel to be collected to another service point in the Paketit Business Portal. A new shipment ID is generated for the parcel when you select the new service point. We will move the parcel to the service point of your choice and send a new notification of arrival to the recipient. The parcel cannot be transferred from or to a parcel locker.

Alternatively, the change can be notified to Matkahuolto by email at corporatecustomers@matkahuolto.fi. The message must include the consignment ID and the desired change. Changes are subject to a service fee in accordance with the price list and any additional shipping costs.

In the Paketit Business Portal, you can change the recipient’s information until the consignment has been collected. A change of the information will automatically activate a new arrival notification for the recipient.

Contact your nearest Matkahuolto outlet within 7 days. You can fill in a claim form on our website use this link. Take the damaged goods and package to Matkahuolto, or make other arrangements with Matkahuolto for the verification and inspection of the damage.

We welcome feedback on our services and operations. We are constantly developing our service based on feedback from our customers. Give feedback using the form at https://www.matkahuolto.fi/palautelomake. We process all feedback and respond either by email or telephone.