Swiss Post

Notes

 This is a new shipping method for Switzerland.

Swiss Post Shipping Method

Overview:

Swiss Post is a local Postal option in Switzerland. This shipping method is packaged in our warehouse and palatalized. Once a pallet is completed, it is routed to Switzerland by our Global Logistics Team. Our Logistics Team organizes the flights for this shipping method. Once it is arrives in Switzerland, we set up the package for customs clearance. Since this option is a Duties and Taxes Prepaid option, the customer will not have to worry about these fees being due at the time of delivery. iHerb, pays them for the customer, since they were already paid by the customer when placing the order. This will mean, that the tracking will not update right away, and can take normally up to 1-4 days before it does update any details.  

Once it clears customs, Swiss Post will print a new label for the package. This label will have the return address changed from iHerb to a Swiss Post warehouse. Swiss Post will then take over the package. The tracking number we provide is the Swiss Post tracking number and once they receive it then the tracking begins. Swiss Post will complete the delivery to the customer. Note - the date format on the tracking is European so it is Day/Month/Year.

If the customer does not claim the package, or if for some reason the delivery is not completed, the package is returned to a Swiss Post Warehouse. If this happens, Customer Service should confirm the delivery address with the customer. Once it is confirmed we would send this to our Global Logistics Team to have the package re-routed to the customer. The package will not return to iHerb's facility.

Where to go for help:

Our Global Logistics Team for Swiss Post is [e-mail]. Our Logistics Team can help with address confirmations for returned packages, and with Proof of Deliveries (POD) if needed.

If you need other assistance please reach out to your Lead or Supervisor. If needed you can also email [e-mail] for assistance. 

The Tracking is available at the following link for this shipping method: https://service.post.ch/EasyTrack/#simpleSearch

Examples of Scans to See and Watch For:

Mailed = Arrived in Switzerland (First scan acknowledging the package)

Arrival at delivery Post office = Arrived at the local Post office for the customer's address.

Delivered = Delivered to the customer.

Unfortunately your search was unsuccessful = The package has not been scanned into the Swiss Post system as of yet. (Tracking can take 1-4 days to update into the tracking site.)

Possible Resolutions: 

Since the package will not be returned to iHerb, if the package is not delivered then we should not offer a refund. We should confirm the address, and reach out to our Logistics Team for assistance. Logistics can confirm any issues with the delivery or re-route the package as needed. 

In the event of a confirmed lost or damaged package with our Logistics Team, we should offer a full refund including the customs fees paid for the order. There are very few issues with this shipping service so this should not be an issue. 

NOTES:

There are two types of tracking numbers:

• Tracking number begins with '98' are small orders (less than 2 kg). These orders will be delivered by the postal mail delivery service. In most cases, these will not show any tracking after clearance. EUTeam cannot assist with getting more details. We should make judgments on the refund based on the customer's account. 
• Tracking that begins with '99' are large orders (more than 2 kg). These will be fully trackable and the carrier will most often obtain a signature for delivery. For these orders, you can reach out to EUTeam for more details about. 

If it has been 60 days, with no updates on the tracking, this can be classified as Lost. Please assist the customer with the best possible way to resolve.