Frequently asked questions - Helthjem (0-5kg)

Here you will find the most frequently asked questions and the answers related to Norway package 0-5kg where Helthjem is chosen as the shipping supplier. If you have questions related to a shipment, this is directed directly to Helthjem.


Sending packages


Should I write the name and address of the recipient on the package?
You must only write the pick-up code that you have received by mail on the package, for example R-YEKGX.


How should i pack the package
The package must be packed properly according to the contents, so that the package can withstand transport and handling at the terminal.


Can I add stamps or buy postage at Helthjem?
No, only the applied code issued to the sender applies to this service.


How are the packages collected?
Helthjem collects packages on the doormats in apartments where couriers have access. The exception is housing units where a common mailbox has been set up for collection and delivery, and homes with their own mailbox.


How long does it take to send a package?
This will vary depending on where you are sending from and where the package is to be sent. You can check here yourself how long it usually takes.


Are packages collected from locked mailboxes?
No.


What are the maximum dimensions and weight for packages?
All packages sent from your own home can be the size of a large mailbox (approx. 25 cm x 35 cm x 12 cm) and weigh up to 5 kilos.


Tracking has stopped
Even if the tracking shows no movement, it does not necessarily mean that the package has stopped. Usually the packages are delivered within a couple of days, but it can take up to one week. If the tracking has not changed after more than 7 days, you can contact Helthjem.


What do I do when I have to cancel the shipment?
The bids are locked to the sending codes and will be canceled automatically if the packages have not been registered picked up / sent by the shipping supplier within the deadline.



Delivery of packages


My package says delivered, but I can't find it
If you have received information that a parcel has been delivered, but you cannot find it, it may be a good idea to check both your mailbox and your doormat. If you live in an apartment, feel free to check your neighbour's doormat as well. Should the package still not appear, you can contact Helthjem.


I am away when the package is to be delivered
If you are away when a package is to be delivered, you must contact Helthjem. Helthem can try to help you send the package to a delivery location.


Do I have to be at home to receive the package?
The packages are delivered at night, and you therefore do not need to personally receive or sign for the package. You will receive an SMS around 7 the morning after the package has been delivered and updated in the Tise app.


I have entered the wrong address
If the package has already been sent, you must contact Helthjem and check whether it is possible to send the package to a delivery point.


I have been told that the courier could not find me
Unfortunately, it sometimes happens that the delivery does not reach you. You will then receive an SMS or e-mail from Helthjem, where you can register more information about where you live. If you do not provide more information about your delivery point by 9pm, the package will be sent to the nearest delivery point.


The tracking says that the package has been delivered to a drop-off location, but I have not received information about picking it up
Sometimes it can take some time from the package arriving at the delivery point until the SMS/email is sent. You may also want to check your spam folder. Should you still not hear anything, you can contact Helthjem's customer service.


Why does the tracking show that the package is in a different location than my postal address?
In some cases, it may appear that the package is further away, because the terminal where the package was last processed is located here. The package will still be delivered to the address you have provided.


I have received a damaged package
Contact Helthjem's customer service and attach documentation on the content and screen shot of the bid on Tise for quick case processing.


I have ordered home delivery, but the package is sent to a collection point
Parcels may be sent to a collection point if the contents of the parcel have too much value, are too large or heavy, or if we do not have coverage at your address.