We know that you may have questions about our services, so this section is here to help you. Sending a parcel is quick and easy, as long as you follow a few simple guidlines below.

 

Online Booking

In order to keep our prices low, we cannot take telephone bookings.
Please e-mail info@sutigudri.lv with the required changes and we will confirm if we are able to amend the booking or whether you will need to rebook.

 
We currently accept the following payment options: Visa, MasterCard, Maestro, Electron, Paypal and prepay bill.

 
Some of our services need a Shipping Label to be attached to your packages, so you will need to be able to print these out. For this, you will need a good quality printer.
 

Packaging

We operate a parcel delivery service. Every item must be packed ( in a cardboard box, on a pallet or envelope, depending on size) to travel in our system. If the product is not properly packed our partners have the right to refuse the order at pick-up.

 
We can only accept items that are professionally packed within a box ready for the driver. Please visit our Packaging Advice section.

 
If you don't know precise shipment parameters, it is prohibited to use the services of SUTI GUDRI, because the price is calculated according to the weight and size of shipment. You need to know this information to use our services, if these details are wrong, you will be charged the extra postage costs and the shipment will be detained until the invoice will be paid.

 
Please ensure you have selected the correct size Pallet to accommodate your goods and that the goods do not overhang. All goods must be shrink wrapped securely onto the Pallet and the goods are fixed and immovable
 

Collecting and delivery

Consignment pick-up times depend on the couriers planned route. Generally collection time is on weekdays, during business hours from 9:00 to 17:30. Specified time collections are not guaranteed.

 
We can deliver almost everything. If you want to send a non-standard shipment, please fill a „Want to send palet”
request.
Collections are up until 17.30. Please feel free to contact us after 4pm if you are concerned about your collection, and we can contact with the current carrier. We have very few collection issues, but if the collection does not take place please contact us so that we are aware and can rearrange your collection with the carrier.

 
The driver will always attempt to collect during the requested time slot but it is not gauranteed. Generally collection time is on weekdays, during business hours from 9:00 to 17:30
 
Sending inside Europe ther is no customs charges. Sending outside Europe  customs charge is at the discretion of the customs in the destination country.
If they do impose charges, the recipient will be contacted by the customs directly and we cannot get involved in the process.

 
The simple answer is to be as descriptive as possible. For example, "computer keyboard" .Do not put 'gift' or 'goods' as this will delay the item in customs whilst the classify exactly what the item is. You must enter every item individually and be as descriptive as possible to avoid delay.

 
The value entered must be for the replacement value of the goods, therefore there should never be a need to put a nil value.The Value of any goods sent must be able to be proven in the shape of a Purchase receipt in the event of a claim.
An accurate description and reason for Export must be entered on The Customs invoice. If customs find different items than declared or an incorrect reason for export stated (such as Gift when actually purchase) then a Surcharge could be applied or the shipment returned. Damaged and lost shipments, claims submission and compensation

Damaged and lost shipments, claims submission and compensation

If the goods are damaged, please sign, but make a note on couriers delivery papers that the goods are damaged.
If you sign for the goods in 'Good Condition' you will not be able to process a claim.

 
If the goods are damaged, packaging must be kept in case the goods need inspecting with the packaging.
If the packaging is not kept this could invalidate your claim.



 
To file a claim you must complete this claim form. Your claim will be reviewed within 30 days of its submission. After receiving the claim, we will contact you.
Only the person that placed the order can start a claim and only the person who placed the order will be paid out.

 
A claim for a lost shipment must be made within 5 calendar days after the disappearance of the facts.
The claim damaged or lost part of the consignment must be made within 5 calendar days after the shipment is received.

 
The industry standard to resolve a claim is 8-12 weeks. Suti gudri aim is to conclude any claim received within 30 calendar days.

 
There are some exclusions that prevent you from making a claim. For example, you will be unable to claim for any items on our Prohibited or Restricted Items list, or if the item was not boxed or packaged sufficiently.
For the full list of exclusions, please refer to our Prohibited Items list and Terms and Conditions.

 
If a shipment delivery is delayed for five days by the time it is possible to get a full or partial refund of delivery costs.

 
All shipments are insured. The insurance amount depends on the chosen  partner service.

 
The damaged item should not be moved until the claim is completed as this will invalidate the claim.
If the claim is paid out in full amount, the item will not be returned. If repair costs are paid the item will be delivered back to you if you wish.

 

Payments

We currently accept the following payment options: Visa, MasterCard, Maestro, Visa Electron, American Express, Paypal and prepaid bill.

Zone selection in Latvia

Latvia, the biggest cities includes:  Aizkraukle, Aluksne, Balvi, Bauska, Cesis, Daugavpils, Dobele, Gulbene, Jelgava, Jekabpils, Kraslava, Kuldiga, Liepaja, Limbaži, Ludza, Madona, Ogre, Preiļi, Rezekne, Saldus, Talsi, Tukums, Valka, Valmiera, Ventspils.
 
These areas can apply to the whole Latvian territory, except Riga, Riga and the Latvian district's largest cities.