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Terms and conditions of carriage

The terms and conditions of carriage defined below supplement the Road Carriage Contracts Act and NSAB 2015, and are part of the contract between PostNord and our customers.


  1. Carriage document
  2. Labelling of goods - address labelling
  3. Packaging
  4. Delivery of goods
  5. Sender's responsibility
  6. Carriage of goods
  7. Delivery
  8. Obstructions to delivery
  9. Right to retention
  10. PostNord's responsibility as carrier
  11. Lost goods
  12. Delays
  13. Compensation
  14. Complaints
  15. Statutory limitation
  16. EDI terms and conditions
  17. Minimum salary
  18. GDPR

​1. Carriage document​

By carriage document we mean the electronic carriage instruction (EDI notification) or domestically a standard waybill. The sender is responsible for correct and necessary information in the carriage document.

Contact for questions about how to do this in the EDI message.

The following information must be entered:

  • Sender’s customer number
  • Sender’s name and street address
  • Consignment number
  • Recipient’s name and delivery address (street address)
  • No. of items
  • Gross weight and dimensions in m3
  • Carriage payer
  • Carriage payer’s customer number if it has a carriage contract with PostNord
  • Instruction that the consignment must be handled as Heated goods
  • Necessary information about Hazardous Goods
  • Necessary information about and in the event of use of the service DPD EXPRESS 10, PostNord MyPack Collect, PostNord MyPack Home
  • Partload carriage and other services

Carriage on consignments to construction and building sites, vessels, private homes, recipients without daily occupied business addresses, etc. is charged to the sender. The same applies if another carriage payer is not stated in the transport document.

Other instructions about delivery deadlines, transport methods, debt collection assignments, etc. – stated in the carriage document – will not be binding upon PostNord.

Such instructions must be specially agreed and approved in writing by PostNord before carriage commences.

PostNord does not register information in box 38 on hard copy waybills. This information, or any attachments, will not be communicated to the recipient. Use of PO Boxes, and post codes that are not associated with the delivery address, must not be entered in the delivery address field.

Costs that are incurred due to missing, incomplete or incorrect information must be covered by the sender. This may include incorrect weight or dimensions, incorrect delivery address, incorrect or re-use of consignment number/item ID, or incorrect customer number.

Consignments that are heavier/larger than stated may be corrected by PostNord to the correct weight/dimensions. If there is insufficient data, the carriage calculated will be based on the estimated weight/dimensions.

2. Labelling of goods - address labelling

All goods must be labelled in accordance with the carriage documentation. The labels must be clear and durable.

The address label must contain the following information:

  • The sender’s company name and address
  • The sender’s name and telephone number
  • The recipient company, or private recipient’s first and second names
  • The recipient’s street address and post code for physical delivery of the goods
  • The recipient’s telephone number if it is private delivery
  • Product labelling: PostNord MyPack Home, PostNord Heated Goods, etc.

3. Packaging

PostNord is not obliged to consider whether a product should be packaged, or if the packaging is sufficient. If goods are sent with missing or deficient packaging, the carrier is not obliged to pay carriage compensation if the damage would have been avoided if the goods were adequately packaged.​

4. Delivery of goods

PostNord checks the number of items and the packaging’s visual condition when receiving the goods.

If PostNord receives an electronic carriage instruction, data registration of each individual item at PostNord is the proof of the number of items that PostNord has received.

If the waybill is used as the carriage document, PostNord will make reservations concerning the number of items and/or damage to the goods or packaging being included on the waybill, at the latest at the consignment’s arrival at PostNord's sender terminal. A copy of the waybill with reservations must be delivered to the sender.

In the event of use of waybill in conjunction with item bar codes, an EDI message must also be sent stating the content of the bar codes. Unless otherwise proven, the reservations and data registrations above will indemnify PostNord for liability for compensation.

​5. Sender's responsibility

The sender is responsible for costs/injuries to persons, damage to materials, the environment and/or other goods, when the cost or the damage is due to lack of information about hazardous goods, and/or lack of labelling or packaging of the goods.​

6. Carriage of goods

PostNord decides what means of transport is used. If there are obstructions to the carriage of the goods – and there is no reservation order – PostNord will perform the actions that we finds necessary to best serve the interests of the customer. Goods that due to their nature, size or weight are not suitable for carriage as a co-load will only be accepted for carriage by special agreement.

7. Delivery

Consignments addressed to companies with staffed delivery addresses will be sent out for delivery between 8 am and 4 pm. The delivery location is defined as the loading bay/building’s ground floor.

Consignments are notified to private addresses and sole traders without staffed delivery address to agree delivery/collection.

For other consignments with delivery conditions, the recipient is contacted to agree delivery.

The recipient must inspect the goods, and give a receipt for the number of items and visual condition being in accordance with the consignment information/ carriage document. The recipient of the consignment must sign, or authority from the recipient must be shown.

If the recipient is paying for carriage, PostNord may require the carriage and other costs to be paid before delivery. Extra costs may be charged if the recipient is not present at the agreed time of delivery.

​8. Obstructions to delivery

Should the recipient refuse to accept the goods, or there are obstructions to delivery, PostNord will acquire conditional orders from the customer, who is responsible for the carriage and necessary additional costs.

If the conditional orders in domestic carriage have not been received within 7 days of issue, the consignment is automatically returned at the customer’s risk and for its account.

For consignments with delivery conditions, the recipient is contacted to agree delivery. A signed receipt for the goods is obtained. Extra costs will be charged if the recipient is not present at the agreed delivery time.

9. Right to retention

PostNord has the right to retention/right to security in consignments that are under our control, to cover the carriage cost and other claims on the customer. If PostNord's receivables are not paid at due date, we have the right to sell as much of the goods as is necessary to cover our total claim and costs, in a satisfactory manner.

PostNord shall, if possible, inform the customer in advance about the measures that it intends to take to sell the goods. The same applies to goods that are not collected within a reasonable time, if the customer, despite requests, has not given PostNord conditional orders or has collected the goods.

10. PostNord's responsibility as carrier

PostNord's responsibility for the goods begins when we take over the goods for carriage and cease when delivery is made to the recipient,
i.e. when the goods leave the means of transport/delivery site.

PostNord is responsible for losses, delays and damage to the goods in the period of liability unless we prove that the loss or damage is caused by the goods’ nature, conditional orders, lack of conditional orders or other errors or omissions on the part of the sender or recipient.

PostNord is also without responsibility when the loss or damage is caused by circumstances that we could not prevent or prevent the consequences of.

PostNord is also without responsibility for loss and damage caused by:

  1. The nature of the goods requiring transport on an open vehicle.
  2. Lack of, or insufficient, packaging.
  3. Goods handling, loading or unloading by the sender or recipient.
  4. Fragile goods that are especially exposed to breakages, rust, self-destruction, leakage or normal losses.
  5. Lacking, misleading or incorrect information in the carriage document.
  6. Lacking, misleading or incorrect labelling of the goods.

If PostNord prove that the loss or damage may have occurred due to circumstances that are stated under 1-6, this will be used to reject the claim unless it is proven that the damage is due to other causes.

11. Lost goods

If the goods have not been made available to the recipient within 30 days of the agreed delivery date or within 60 days of PostNord having received the goods for carriage, the sender and recipient have the right to regard the goods as being lost.

The product owner can require in writing to be informed should the goods be found within 1 year of compensation being paid. Within 30 days of our receiving such a requirement, he can claim the goods delivered with having to refund the compensation paid.

​12. Delays

The goods are delayed when they are not delivered at the agreed time, or when the transport time is longer than the circumstances reasonably could demand from a considerate carrier.

13. Compensation

Compensation for damaged or lost goods is calculated according to the goods’ product value at time of delivery to PostNord. Consequential damages will not be paid. Sales invoice must be produced.

If the product is not billable, the product value for a product of the same nature and quality is used as the grounds for compensation.

When the goods are damaged, the compensation is paid within the product value to the amount that repair of the damage would cost. If complete repair is not possible, the loss in value from the damage is compensated. For domestic road transport, the compensation will not exceed 17 SDR per gross kilogram (SDR is a price that is listed daily at the Oslo Stock Exchange, see the banks’ exchange rate lists).

Other compensation limits apply to rail, sea and air carriage, and for cross-border carriage, cf. article 1.

In the event of PostNord compensating the goods’ full commercial value, we have the right to have the goods placed fully at our disposal. Carriage can be claimed refunded in the event of a total loss and proportionally in the event of partial loss.

14. Complaints

If you wish to complain that the goods are damaged, or that the consignment is incomplete, notes to this effect must be appended to the carriage document or delivery note.

If the damage or loss is discovered later, PostNord must be informed without undue delay. In such an event, the claimant must be able to prove that the damage or loss has occurred in the period between the goods were received by PostNord and their delivery.

15. Statutory limitation

The deadline for making a compensation claim in connection with road and rail transport expires after 1 year.

The limitation is calculated as follows:

  • In the event of damage, partial loss or delayed delivery: from the delivery date.
  • In the event of total loss: from the 30th day of the expiry of the agreed delivery date, or from the 60th day from PostNord receiving the goods for delivery.
  • In other circumstances: when 3 months has passed from entry into the carriage contract.

The limitation may be shorter or longer for other forms of carriage. A claim, the deadline of which has expired, cannot be offset.

16. EDI terms and conditions

When using electronic carriage information and bar code labelling of goods, the EDI terms and conditions will apply in addition to the Terms and Conditions of Carriage.
The EDI terms and conditions are available here

17. Minimum salary

In respect of transport agreements covered by the "Regulations on the general application of collective agreements for freight transport by road", the Carrier shall ensure that employees within its own organisation and employees of any subcontractors do not have salary and employment conditions which are inferior to those which follow from applicable regulations.

All agreements entered into by the Carrier and which entail performance under this Agreement shall contain corresponding obligations.

The Carrier's obligations referred to above shall be documented, partly through the identification of a generally applicable hourly rate and subsistence allowance, and partly through a declaration by the Carrier or third party that there is correspondence between the applicable hourly rate or subsistence allowance and the actual salary and employment conditions for fulfilment of the Carrier's and subcontractor's obligations.

Upon request, PostNord shall also submit pay statements so that PostNord fulfils its monitoring duty pursuant to the regulations.

18. Personal data processing

PostNord will, within the scope of the delivery of the services ordered by the customer, process personal data. PostNord determines the purposes and means of processing and is therefore the data controller in accordance with applicable data protection legislation.


PostNord processes personal data to provide its services, to obtain anonymized statistics as well as to test and develop PostNord's IT systems and services. Personal data may also be processed in order to offer additional services to the recipient that is naturally connected to the delivery of the items to which the Transportation Agreement refers.

For services where PostNord processes personal data on behalf of the customer, i.e. where the customer determines the purposes and the means of the processing, the customer is the data controller and PostNord is the customer's data processor. For services where PostNord is data processor, data processor provisions in the

specific terms for the servicewill apply.

For additional terms, please refer to the general terms and conditions attached to the transport agreement between us and you as the carrier.

[1]Within the EU and the EES, Regulation (EU) 2016/679 of the European Parliament of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation "GDPR") as well as supplementary national legislation.