Frequently Asked Questions
Where is my parcel?
You can track your parcel journey with the help of our ZITICITY App. It gives you an access to your delivery history, real-time status updates and delivery preference management.
When can I expect my parcel to be delivered?
Our default e-commerce delivery times are: 18:00 - 22:00, Monday - Saturday. If you use ZITICITY App, you can also choose delivery time 10:00 - 17:00. Express deliveries are completed within 3 hours from the requested pickup time.
Can I change delivery address or time?
Yes, ZITICITY App allows you to choose a different delivery address, date and time. There is no need to contact ZITICITY support or sender if you need to change your delivery preferences. Please note that you may be limited to selecting next-day as the earlier possible delivery date if you choose your custom preferences.
How long does it take for your to complete a delivery?
After all packages are collected from the merchant, deliveries are completed in 0-1 days, Monday - Saturday. Express deliveries are completed within 3 hours from the requested pickup time.
I won't be able to collect the parcel at a given time or address. What can I do?
You can choose a new delivery address or select a different delivery date in the ZITICITY App.
Can another person collect the package instead of me if I'm not at home?
Yes, parcel can be collected by a different person but the courier may ask for recipient's name and signature.
I was waiting for my delivery but the courier did not arrive. What should I expect?
We respect your quiet time, so any deliveries that could not be delivered until 22:00 will be attempted the next working day 18:00 - 22:00. In either case, you will be informed with a push notification.
I missed a call from a courier and didn't receive my parcel. What should I expect next?
Although our courier will try to contact you before the delivery to ensure you are at home, any undelivered parcels go back to our hub for the second delivery attempt next day. You can also choose a different second delivery attempt address or date using ZITICITY App.
I haven't received any notifications about my delivery. What should I expect?
If you already use ZITICITY App, you should receive a notification about your delivery as soon as sender submits a delivery request with us. If you don't use the app, you should receive an SMS with the app download link. However, if you haven't received neither SMS nor push notification, please contact the sender and check if your phone number is correct.
I received an incomplete delivery with some missing items. Who should I contact?
Please contact the e-shop/sender and inform about the missing items.
Why do I need to provide my phone number in the app registration?
It allows us to identify deliveries associated with your number. The phone number you use for registration must match with the phone number you provided to the sender.
How can I contact ZITICITY support?