Nova Poshta Tracking: TTN, Parcel Lockers, Delivery, Returns, and Customs

Nova Poshta tracking at a glance

• Enter: One supported Nova Poshta or Nova Post EW, TTN, IEW, shipment number, parcel number, or verified linked partner number.
• Do not enter: A merchant order, invoice, phone number, account number, pickup code, locker credential, customs reference, or complaint number.
• Common domestic format: A fourteen-digit express-waybill family is documented in current official materials.
• Format warning: Fourteen digits are common, not universal across every domestic, international, Nova Global, return, historical, or partner flow.
• EW or TTN created: Shipment data exists. Physical handover is not proved.
• Courier booked: Pickup was requested. Courier collection is not proved.
• Sender deposited in a parcel locker: A sender action exists. Physical carrier collection requires a later handover or network event.
• Branch acceptance, courier pickup, locker collection, or terminal receipt: Stronger evidence of carrier possession.
• Branch, pickup point, parcel locker, address, self-service terminal, and sorting terminal: Different service objects.
• Parcel locker: Arrival, payment, opening, and collection are separate stages.
• Locker storage: Current Ukrainian guidance uses five days before transfer to a branch.
• Branch storage: Current guidance uses up to thirty days, with a shorter free-storage period for most items.
• Locker-to-branch transfer: A delivery-object change, not delivery and not automatic return.
• Payment: A financial event, not proof of opening, inspection, acceptance, or collection.
• Inspection: Staffed branch and supported courier workflows can differ from locker and self-service pickup.
• Identity: Phone verification, app barcode, identity document, Diia, authorized recipient, and hand-to-hand delivery are different mechanisms.
• Courier map: Supported authenticated app delivery can show movement shortly before arrival; this is not universal public GPS.
• Forwarding or rescheduling: A request is not proof that the route changed.
• Another Recipient: Can authorize collection in eligible workflows, but does not automatically grant every shipment-management right.
• Delivered: Carrier completion is recorded. Named-buyer receipt, all pieces, correct contents, condition, and continued possession are not automatically proved.
• Return or Easy Return: Reverse logistics, not a guaranteed seller refund.
• International: Nova Post, Nova Global, origin partners, airlines, customs, Nova Poshta Ukraine, and destination partners can own different stages.
• Customs: Document review, assessment, payment, release, onward movement, and delivery are separate.
• Complaints: Submission opens a review; it does not prove loss, liability, compensation, or merchant refund.
• Wartime operations: Branch and terminal availability can change because of current security and infrastructure conditions.
• Privacy: Tracking numbers, phone numbers, addresses, pickup codes, signatures, payment data, customs documents, and claim evidence are sensitive.

Track one supported EW, TTN, IEW, or shipment number

Use the identifier shown on a current official or sender-provided shipment record, such as:

• express waybill;
• International Express Waybill;
• shipping label;
• branch receipt;
• sender dispatch notice;
• Nova Post app;
• My Nova Post account;
• official tracking page;
• pickup notification;
• return instruction;
• verified partner handoff record.

What is an express waybill?

An express waybill is the carrier shipment record used to describe the transport job.

Current English-language Nova Poshta pages often use:

• express waybill;
• EW;
• International Express Waybill;
• IEW;
• shipment number;
• parcel number;
• tracking number.

What is a TTN?

“TTN” is common Ukrainian and English user language for the Nova Poshta shipment or waybill number.

It should be treated as common terminology for the carrier shipment identifier, not as a separate product or separate tracking system.

Are all Nova Poshta tracking numbers fourteen digits?

No universal rule is confirmed.

Current official material supports a common fourteen-digit domestic EW family, but international, Nova Global, return, partner, historical, and relabelled identifiers can differ.

Can I use an International Express Waybill?

Use it when the official international shipment record identifies it as the active tracking reference.

Can I enter a merchant order?

Not automatically.

A merchant order proves a purchase. It does not prove:

• Nova Poshta is the carrier;
• an EW exists;
• the merchant handed over the goods;
• one order equals one parcel;
• the order number is accepted by the public carrier tracker.

Ask the sender for the actual EW, TTN, IEW, parcel number, or linked carrier number.

Can I track by phone number?

Do not enter a phone number into 11Tracking.

A phone number is personal data and can expose multiple contact-linked shipments. Use the official Nova Post app or authenticated account when phone-linked management is required.

Nova Poshta, Nova Post, Nova Post LLC, and NOVA group

Nova Poshta

Nova Poshta is the familiar Ukrainian brand and the dominant English-language search phrase.

Nova Post

Nova Post is the official English and international-facing brand used across current English-language pages, the international network, and the global mobile app.

Nova Post LLC

Current official Ukrainian privacy and customs materials identify Nova Post LLC as the legal operator in the reviewed contexts.

NOVA group

NOVA group is the corporate group containing several distinct companies and brands.

Nova Global

Nova Global is a separate cross-border logistics company that can manage:

• ecommerce first mile;
• consolidation;
• customs;
• international line haul;
• partner delivery;
• returns.

Its tracker, complaint route, and shipment data can differ from domestic Nova Poshta.

NovaPay

NovaPay is a separate financial-services company involved in payment and post-payment workflows.

It is not the physical carrier.

Nova Digital

Nova Digital is a technology company, not the customer-facing shipment carrier.

Supernova Airlines

Supernova Airlines is an airline and transport actor, not the domestic last-mile provider.

Actor map

Nova Poshta / Nova Post
→ customer-facing delivery brand

Nova Post LLC
→ Ukrainian legal operator in current reviewed materials

Nova Global
→ separate cross-border group company

NovaPay
→ financial-services actor

partner carrier
→ first mile, line haul, locker, or last mile under an attributed route

Nova Poshta tracking surfaces

Domestic public tracker

The official Ukrainian public tracker provides shipment status and, for eligible items, delivery-management options.

Nova Poshta English tracking

The English tracking page serves the primary international-language user job for Ukrainian shipments.

Nova Post country sites

International country sites can provide:

• local shipment creation;
• local pickup points;
• country-specific couriers;
• international tracking;
• partner handoffs;
• customs instructions.

Nova Global tracker

Nova Global operates a separate cross-border tracking surface.

A Nova Global record should not automatically be treated as domestic Nova Poshta tracking.

Nova Post mobile app

The current app can support:

• domestic and international tracking;
• payments;
• forwarding;
• rescheduling;
• another recipient;
• parcel-locker opening;
• returns;
• complaints;
• supported courier movement shortly before arrival.

My Nova Post

The private account can provide business and personal shipment management.

My Nova Post credentials are not tracking inputs.

API surfaces

Official materials show:

• a legacy domestic API v2.0;
• a newer unified Nova Post API portal;
• country-aware endpoints.

The implementation must verify the exact runtime source and status model instead of assuming that every API returns identical fields or codes.

Identifier and linked-code architecture

One parcel can have several identifiers

An international route can include:

• origin partner identifier;
• Nova Post or Nova Global identifier;
• customs reference;
• Nova Poshta Ukraine identifier;
• destination partner identifier;
• return identifier.

New number does not prove handoff

new partner identifier assigned
→ linked record exists
≠ partner physically accepted the parcel

Look for the first attributed event under the new identifier.

Evidence ladder: from electronic creation to completion

What would change the conclusion?

• EW creation becomes physical possession after branch acceptance, courier pickup, carrier locker collection, or terminal receipt.
• A parcel-locker arrival becomes collection only after opening or collection evidence.
• Payment becomes acceptance only after the item is physically released and received.
• A forwarding request becomes execution after a new destination or route event.
• A return becomes seller receipt after final reverse delivery.
• Customs payment becomes onward movement after release and a new carrier event.
• A complaint becomes compensation only after liability and payment are approved.

EW creation, booking, and physical handover

EW creation

An EW can be created:

• in the app;
• in My Nova Post;
• through API;
• at a branch;
• through a merchant integration.

EW created
→ shipment data exists
≠ Nova Poshta physically received the item

Courier booking

A courier request means pickup was ordered.

It does not prove:

• courier arrival;
• parcel readiness;
• collection;
• terminal receipt.

Branch acceptance

A branch acceptance event is stronger physical-possession evidence.

Pickup-point acceptance

A partner pickup point can physically receive an item.

The point is the handover location, not automatically the long-haul or final carrier.

Sender parcel-locker deposit

The sender can create the EW, open a cell, place the parcel, and confirm loading.

This proves the sender completed a deposit action.

A later carrier pickup or terminal event is stronger evidence that Nova Poshta physically collected it.

Courier pickup

A pickup event records physical collection from the sender’s address.

Terminal receipt

A terminal event records network induction or processing.

Possession does not verify the purchase

No handover event proves:

• merchant legitimacy;
• correct contents;
• correct quantity;
• adequate packaging;
• declared value;
• hidden condition.

Use Label Created and Carrier Received Package for the broader evidence model.

Branch, pickup point, parcel locker, address, and terminal

Staffed branch

A staffed branch can support:

• identity verification;
• payment;
• inspection;
• refusal;
• return;
• storage;
• complaint intake.

Pickup point

A partner pickup point can use its own:

• identity process;
• opening hours;
• payment method;
• service limits.

Parcel locker

A parcel locker can support:

• app-controlled sending;
• app-controlled collection;
• online payment;
• authorized-recipient collection;
• local Bluetooth opening.

Address delivery

Courier delivery can support:

• scheduled arrival;
• payment;
• identity checks;
• inspection;
• hand-to-hand delivery;
• delivery-management actions.

Self-service terminal

Self-service receipt can be faster, but the ordinary staffed inspection workflow can differ or be unavailable.

Sorting terminal

A sorting terminal is an operational facility.

It is not a customer pickup location unless separately designated.

Parcel-locker lifecycle

Eligibility

Current domestic locker guidance uses product limits for:

• weight;
• dimensions;
• declared value;
• item type.

These values are volatile and should be checked in the current official flow.

Notification

The recipient can receive:

• push notification;
• SMS;
• app update.

notification sent
→ carrier issued a message
≠ recipient received
≠ locker opened

App requirements

Current Ukrainian locker pickup can require:

• Nova Post app;
• Bluetooth;
• location permission;
• online payment where applicable.

Can the locker open without mobile internet?

Current official guidance describes a workflow in which the user can:

1. prepare the app while online;
2. complete required payment while online;
3. approach the locker;
4. open the cell locally through Bluetooth.

This means mobile internet at the locker may not be required after preparation.

It does not mean the locker can be opened without the authenticated app workflow.

Payment before opening

Unpaid delivery services can require payment before the cell opens.

payment completed
→ financial requirement satisfied
≠ cell opened
≠ parcel collected

Cash on delivery at a locker

In the reviewed locker COD branch, payment is required before opening.

The recipient cannot use the same pre-acceptance inspection and refusal workflow available at a staffed branch.

Cell opening

The app opens the cell.

If the user closes it accidentally without taking the parcel, the app can offer another opening attempt in the supported workflow.

Collection

Opening is not the same as confirmed collection.

locker opened
→ release access occurred
≠ named buyer necessarily collected
≠ correct contents or condition proved

Five-day locker storage

Current Ukrainian guidance uses five days for collection from the locker.

Transfer to branch

After the locker period, the shipment moves to the nearest branch.

locker period expired
→ item moved to branch
≠ delivered
≠ returned to sender

Capacity or fit diversion

The item can go to a branch when:

• it does not fit;
• no cell is free;
• the locker is unavailable;
• the product is ineligible.

Technical failure

A locker problem does not prove loss.

Use the official support route and the current tracking record.

Authorized recipient

An authorized recipient can collect and pay in supported locker workflows.

Authorization does not automatically grant forwarding, customs, claim, or refund authority.

Why did the parcel-locker status update at night?

Nova Poshta reported a selected-city overnight locker-loading program beginning in 2026.

The reviewed announcement covered loading between approximately 10:00 p.m. and 7:00 a.m. in:

• Kyiv;
• Odesa;
• Lviv;
• Poltava;
• Dnipro.

This explains why a legitimate locker-readiness event can appear outside normal branch hours.

It does not prove:

• national overnight loading;
• every locker participates;
• every night event means immediate access;
• a guaranteed overnight service.

The current item notification and branch map control.

Paid, opened, and collected are three different events

Paid

A delivery or COD amount was paid.

Opened

The locker cell was opened.

Collected

The item was physically removed and the route was completed.

paid
≠ opened

opened
≠ collected

collected
≠ correct contents or condition proved

This distinction matters when:

• payment succeeded but the locker did not open;
• the cell opened but was empty;
• the user closed the cell;
• another authorized person collected;
• the item was moved to a branch;
• a merchant dispute followed delivery.

Branch pickup, phone verification, identity, and Diia

App customer-card barcode

The branch can identify the recipient through the customer-card barcode in the app.

EW number and phone verification

Current guidance includes a branch using the EW number and phone verification.

This does not make a phone number an appropriate public tracking input.

Identity document

Identity can be required depending on:

• declared value;
• payment amount;
• product;
• sender restriction;
• hand-to-hand service.

Current thresholds

Current reviewed Ukrainian guidance uses identity-verification thresholds tied to:

• declared value above UAH 30,000;
• payment above UAH 5,000.

These amounts are volatile and product- or channel-specific.

Diia

Supported digital documents in Diia can be used in reviewed identity flows.

Receipt without a document

Current guidance includes a lower-value branch where:

• the recipient knows the EW;
• payment and declared value remain within the reviewed thresholds;
• phone verification succeeds.

Identity is not a universal proof of contents

identity verified
→ recipient or authorized person was authenticated
≠ parcel contents verified
≠ merchant obligations settled

Another Recipient and hand-to-hand delivery

Another Recipient

The app can authorize another person to receive an eligible shipment.

This can support:

• branch collection;
• locker collection;
• address delivery.

Authorization limits

Another Recipient does not automatically permit:

• forwarding;
• recipient-data changes;
• claim filing;
• customs declaration;
• refund decisions.

Hand-to-hand delivery

Hand-to-hand delivery is a sender-selected business service.

It requires delivery to the person named in the EW.

This is stronger named-recipient evidence than ordinary delivery.

Personal identification

A business sender can request identity and age verification.

Current official material describes an adult-age check.

Signature control

A sender can require documents to be signed in the presence of an employee.

This proves the document-control process, not the parcel contents.

Can I inspect before paying or accepting?

Staffed branch

The reviewed branch workflow can allow the recipient to inspect the shipment in the operator’s presence before final acceptance.

Address delivery

Supported courier delivery can allow inspection before acceptance.

Locker COD

The reviewed locker COD branch requires payment before opening and does not provide the same inspection or refusal opportunity.

Self-service terminal

Self-service receipt can occur without ordinary staffed inspection.

Inspection limits

Inspection can help document:

• visible contents;
• visible damage;
• missing pieces;
• packaging condition.

It does not prove:

• hidden defects;
• authenticity;
• warranty;
• every future merchant obligation;
• refund eligibility.

Courier on the way and the app map

Last-mile event

A courier-on-the-way status means the item entered a supported address-delivery stage.

Short authenticated visibility

Current app material says supported courier movement can appear approximately fifteen minutes before arrival.

authenticated short-window courier map
→ last-mile route visibility exists
≠ public continuous GPS
≠ every courier shipment supported
≠ guaranteed delivery

Courier message

The app can support a message to the courier in the eligible workflow.

This does not imply unrestricted direct contact or disclosure of the courier’s private number.

Possible next outcomes

• delivery;
• reschedule;
• nearby delivery change;
• attempt;
• refusal;
• branch transfer;
• exception.

Use Out for Delivery for the broader status model.

Forwarding, rescheduling, and changing EW data

Forwarding

Current official guidance allows forwarding among:

• branch;
• parcel locker;
• pickup point;
• address.

When can forwarding be free?

The reviewed free branch applies before certain operational milestones, such as arrival at the original final destination or the first courier address attempt.

After the cutoff

Later forwarding can be priced as:

• a new shipment;
• a changed route;
• an address-delivery surcharge.

Request versus execution

forwarding option shown
→ item may be eligible

request submitted
→ instruction exists

new destination or route event
→ change executed

Multi-place EW

For a multi-place shipment, the cutoff can depend on all pieces reaching the destination or being handed to the courier.

Cancel or edit

Current guidance can allow cancellation or edits before the parcel leaves for the new destination.

Change EW data

Supported changes can include:

• recipient;
• payer;
• cash on delivery;
• payment form;
• delivery data.

Data-change cutoff

The reviewed workflow blocks data changes after:

• recipient receipt;
• handover to courier for address delivery;
• online payment for a locker item.

Rescheduling

Supported address-delivery routes can offer a new date or time.

Leave It Nearby

During a supported courier-on-the-way stage, the app can offer delivery to:

• nearby branch;
• nearby locker;
• doorman or another eligible object.

The request does not prove the alternate delivery occurred.

Notifications

Channels

Nova Poshta can use:

• push;
• SMS;
• app;
• phone;
• e-mail.

What notification proves

notification sent
→ carrier issued a message
≠ correct recipient received
≠ message read
≠ action completed

Contact-data dependency

Notification accuracy depends on the sender providing correct phone and e-mail information.

Wrong-recipient message

A real shipment notification can reach the wrong person when contact data is incorrect.

Verify independently through the official app or tracker.

Storage and unclaimed shipments

Parcel locker

Current guidance uses five days before transfer to a branch.

Staffed branch

Current guidance states:

• up to thirty days of storage;
• seven free days for most shipments;
• three free days for pallets.

Start of storage

The reviewed period begins on the day after arrival.

Paid storage

Paid storage can begin after the free period.

Address-delivery branch

Current guidance can use:

• seven days in the address-delivery process;
• transfer to a branch;
• up to thirty days at the branch.

Automatic return

Business senders can select automatic return after a chosen storage period.

Unclaimed shipment

Current terms can treat an item as unclaimed after the maximum period and permit further action under the service rules.

No universal storage rule

five locker days
≠ seven free branch days
≠ three free pallet days
≠ thirty total branch days
≠ sender-selected automatic return

Use the item-specific record and current official service terms.

Payment, cash on delivery, and acceptance

Payment actors

Payment can involve Nova Poshta and NovaPay-related financial services.

The payment actor is distinct from physical transport.

Payment channels

Supported channels can include:

• app;
• branch;
• courier;
• cash;
• card;
• Apple Pay;
• Google Pay.

Cash on delivery

Cash on delivery or post-payment adds a financial stage.

Payment does not prove acceptance

delivery or COD paid
→ financial event completed
≠ item inspected
≠ item accepted
≠ correct contents

Refusal

A supported recipient can refuse an item and state a reason.

Refusal differs from:

• return after acceptance;
• Easy Return;
• automatic return;
• merchant refund.

Delivered, handed over, opened, and proof

Possible proof objects

Nova Poshta routes can use:

• branch handover record;
• EW receipt;
• phone verification;
• app barcode;
• SMS verification;
• signature;
• identity check;
• hand-to-hand service;
• locker opening;
• locker collection;
• courier completion;
• operator-present inspection;
• control-delivery count;
• signed document.

Ordinary Delivered event

A delivered event means the carrier recorded completion under the applicable route.

Named-recipient proof

Evidence is stronger when the route uses:

• hand-to-hand delivery;
• personal identification;
• matching identity document;
• restricted recipient flow.

Authorized recipient

Another authorized person can validly receive the parcel.

Therefore:

delivered
≠ named buyer personally received

Locker release

Locker opening can document access, but not necessarily the identity of the physical collector beyond the authenticated account relationship.

Contents and condition

delivered or collected
→ route completion recorded
≠ correct contents
≠ hidden condition
≠ merchant refund rights
≠ continued possession

Multi-place EW

A multi-place EW can require piece-level verification.

One delivery event does not automatically prove that every physical piece arrived.

Delivered but not received

Check the final delivery object

Possible completion locations include:

• branch;
• pickup point;
• parcel locker;
• address;
• doorman;
• another authorized recipient;
• business reception;
• nearby redirected location.

Check delivery-management history

Review:

• forwarding;
• reschedule;
• Another Recipient;
• Leave It Nearby;
• changed EW data;
• locker-to-branch transfer.

Check every piece

For a multi-place EW:

1. confirm total pieces;
2. compare each piece event;
3. identify whether proof applies to one piece or the whole EW;
4. preserve shortage evidence.

Action sequence

1. Review the complete raw tracking history.
2. Confirm the final delivery object.
3. Check the app and linked identifiers.
4. Check branch, locker, address, reception, household, or doorman.
5. Confirm whether another recipient was authorized.
6. Contact the sender and Nova Poshta.
7. Preserve merchant, marketplace, and payment deadlines.
8. File the correct complaint when evidence supports it.

Use Delivered but Not Received for the broader recovery process.

Damage, shortage, and inspection evidence

Before acceptance

Inspect at a staffed branch or supported courier route when allowed.

Preserve evidence

Keep privately:

• outer packaging;
• inner packaging;
• labels;
• EW;
• every piece number;
• piece count;
• photographs;
• operator report;
• declared value;
• invoice;
• goods description.

Hidden damage

A delivery signature, payment, or receipt does not eliminate hidden damage.

Control delivery

A business sender can order control delivery in which an employee unpacks and counts items.

This is distinct from ordinary delivery.

Declared value

Declared value can affect a compensation review.

It does not guarantee the final payment amount.

Use Package Damaged or Contents Missing for the broader evidence-preservation process.

Return, Easy Return, refusal, and automatic return

Return request

A return request creates reverse instructions.

return created
→ reverse EW exists
≠ item handed over

Reverse handover

A branch, locker, or courier pickup event is stronger evidence that Nova Poshta has the return.

Easy Return

Current reviewed Easy Return rules include:

• ordering within fourteen days;
• seller agreement;
• product eligibility;
• packaging requirements;
• marketable-condition requirements;
• branch, locker, or courier handover;
• route-specific fees or exclusions.

Easy Return does not guarantee a refund

Easy Return created
→ reverse logistics authorised

return handed in
→ carrier possession

delivered to seller
→ seller received
≠ refund approved
≠ exchange issued
≠ payment completed

Automatic return

A business sender can define a return-after-storage rule.

Refusal

Refusal before final acceptance differs from Easy Return after receipt.

Merchant controls the commercial remedy

Nova Poshta transports the return.

The seller controls:

• inspection;
• refund;
• exchange;
• replacement;
• commercial rejection.

Nova Poshta, Nova Post, Nova Global, and partner carriers

International Nova Post network

Country operations use the Nova Post brand.

Nova Global role

Nova Global can control:

• first mile;
• consolidation;
• customs;
• line haul;
• partner delivery;
• returns.

Partner carriers

Official routes can involve:

• UPS;
• OnTrac;
• InPost;
• DHL;
• local courier;
• airline;
• destination carrier.

United States routes

Current official announcements include:

• UPS Store acceptance for selected United States-to-Ukraine routes;
• OnTrac options for selected routes from May 2026.

Operator chain

origin Nova Post or partner
→ Nova Global or international line haul
→ customs
→ Nova Poshta Ukraine
→ destination branch, locker, courier, or partner

Preserve operator attribution

Do not silently map:

• Nova Global;
• UPS;
• OnTrac;
• InPost;
• DHL;
• airline;
• destination operator

to domestic Nova Poshta.

Preserve linked identifiers

Keep:

• original number;
• new number;
• operator;
• country;
• relationship;
• first event under each number.

International tracking gaps

Different systems own different stages

The freshest event can appear in:

• origin partner;
• Nova Post country site;
• Nova Global;
• customs;
• Nova Poshta Ukraine;
• destination partner.

Consolidation and export preparation

A cross-border item can wait for:

• consolidation;
• export documentation;
• line haul;
• partner induction;
• customs data.

New code before physical handoff

A partner code can be assigned before the partner physically accepts the item.

Country rules differ

Do not generalize one country’s:

• delivery time;
• locker;
• pickup point;
• courier;
• customs rule;
• weight limit;
• proof;
• complaint process

to every Nova Post market.

Use Find the Last-Mile Carrier when the active operator is unclear.

Customs clearance into Ukraine

Current reviewed threshold

Current official Nova Post guidance and the reviewed Ukrainian tax-code branch use a €150 threshold for the relevant personal international postal or express shipment context.

This threshold is legally volatile and must be revalidated before publication or action.

Current reviewed formula

The current Nova Post page describes:

• 10% import duty on the value above €150;
• 20% VAT on the value above €150 plus the import duty.

This is not legal advice and must remain scoped to the current official branch.

Aggregation concept

The reviewed Nova Post page describes a five-day aggregation concept for qualifying shipments:

• from the same country;
• from the same sender;
• to the same recipient;
• exceeding the threshold in total.

This interpretation is volatile and should not be generalized without current official verification.

Nova Post LLC as customs representative

The reviewed public agreement identifies Nova Post LLC as a customs representative.

Documents and data

The company can request:

• identity document;
• invoice;
• receipt;
• bank statement;
• goods description;
• value;
• origin;
• tax identifier;
• phone;
• e-mail.

Customs evidence ladder

international shipment created
→ export movement
→ arrival in Ukraine
→ import-data review
→ document request
→ declaration
→ duty and VAT assessment
→ payment
→ customs release
→ domestic movement
→ delivery or pickup

Payment does not prove release

customs payment completed
→ financial obligation may be satisfied
≠ customs release
≠ onward transport
≠ ready for pickup

11Tracking limits

11Tracking cannot:

• calculate binding customs liability;
• submit documents;
• pay;
• contact customs;
• obtain release;
• change declared goods.

Use Customs Processing and Package Stuck in Customs for broader guidance.

Outbound customs and destination-country rules

Destination-specific rules

Other countries can apply:

• destination VAT;
• import duty;
• IOSS;
• HS-code fees;
• goods restrictions;
• customs value rules.

Ukrainian import rules do not apply everywhere

Do not apply the Ukraine inbound €150 branch to:

• European Union import;
• United Kingdom;
• United States;
• Moldova;
• another destination.

Commercial and personal shipments

Official business guidance warns against misclassifying commercial goods as personal shipments to avoid duties.

Tracking boundary

Customs-data creation, document acceptance, departure, destination clearance, partner delivery, and recipient collection are separate stages.

Complaints, loss, and compensation

Complaint channels

Current official guidance supports complaints through:

• mobile app;
• private account;
• tracking interface;
• contact center;
• branch;
• business manager.

Electronic signing

An electronic complaint can use an SMS password in the reviewed workflow.

Sensitive complaint data

A complaint can require:

• taxpayer number;
• passport information;
• bank-card details;
• payment method;
• evidence;
• invoice;
• declared value.

These fields must remain private.

Reviewed Nova Poshta timing

Current official FAQ says a Nova Poshta complaint review can take up to three business days in the reviewed branch.

Reviewed Nova Global timing

The same current guidance says Nova Global complaints can take up to thirty calendar days.

These are review time frames, not compensation guarantees.

Damage, partial loss, or complete loss

Official international guidance supports complaints for:

• damage;
• partial loss;
• complete loss.

Declared value

Declared value can be a compensation input.

It is not an automatic settlement.

Wartime compensation aggregate

Nova Poshta reported an aggregate amount paid for shipments damaged or destroyed during the full-scale invasion.

A corporate aggregate does not determine an individual claim.

Claim evidence model

complaint submitted
→ carrier review opened
≠ loss proved
≠ liability accepted
≠ amount approved
≠ payment completed

Use Package Claim Guide for the broader claims workflow.

Tracking during wartime

Why current operating conditions matter

Nova Poshta operates in an environment affected by:

• missile and drone attacks;
• damaged terminals;
• temporary branch closure;
• frontline movement;
• air-raid alerts;
• power interruption;
• curfew;
• route safety;
• staff safety.

What tracking cannot prove

branch shown in an old notification
≠ branch currently open

last terminal event
≠ terminal undamaged

estimated delivery
≠ current security conditions permit the normal route

Frontline service points

The company continues to open and support service points in frontline communities.

This is a dated operational fact, not a guarantee of continuous service at every location.

Terminal damage

A damaged terminal can lead to:

• route changes;
• processing delays;
• destroyed shipments;
• complaint and compensation workflows.

Appropriate interpretation

Do not use war as a generic explanation for every delay.

Check:

• current official service news;
• branch map;
• latest attributed event;
• sender information;
• current security conditions.

The public page should acknowledge Ukrainian reality without sensational language or decorative use of war.

Privacy and secure tracking

Public tracking input

The public form should request only:

• one supported shipment-specific identifier.

Never enter these into a public tracker

• phone;
• e-mail;
• name;
• full address;
• postcode;
• customer card;
• account number;
• My Nova Post credentials;
• API key;
• pickup code;
• locker credential;
• app authorization;
• SMS verification code;
• identity document;
• Diia data;
• signature;
• bank-card data;
• NovaPay data;
• tax identifier;
• invoice;
• goods description;
• declared value;
• COD amount;
• customs documents;
• complaint evidence.

Tracking numbers are private shipment data

A tracking record can reveal:

• route;
• branch;
• locker;
• address-delivery type;
• sender and recipient relationship;
• payment;
• cash on delivery;
• customs;
• return;
• complaint.

Do not publish a raw number in:

• URL;
• metadata;
• JSON-LD;
• analytics;
• screenshot;
• review;
• forum;
• public log;
• unnecessary AI prompt.

Public API output

Only safe public event fields should be shown.

Suppress:

• phone;
• e-mail;
• name;
• address;
• payment data;
• identity data;
• pickup codes;
• signatures;
• customs documents;
• complaint evidence.

Scam and phishing safety

Common attack themes

Fraudulent messages can use:

• address correction;
• unpaid delivery;
• customs fee;
• locker problem;
• failed delivery;
• small card payment;
• identity verification;
• refund;
• compensation.

Safer verification

1. Do not use the unsolicited link.
2. Open the official Nova Post app or tracker independently.
3. Enter only the shipment identifier.
4. Do not share a pickup code, app login, SMS code, card details, passport, tax number, or customs documents through an unverified page.
5. Contact the bank if payment data was exposed.
6. Contact Nova Poshta through an independently opened official channel.

Real tracking data does not authenticate a message

real EW number
≠ authentic message

correct branch
≠ official payment page

real customs stage
≠ legitimate document request

Nova Poshta logo
≠ official domain

Use Fake Delivery Message for broader safety guidance.

Who should you contact?

Frequently asked questions

Is Nova Poshta the same as Nova Post?

Nova Poshta is the familiar Ukrainian brand and search phrase. Nova Post is the official English and international-facing brand.

What is Nova Post LLC?

It is the current Ukrainian legal operator identified in reviewed official privacy and customs materials.

What is NOVA group?

The corporate group containing separate delivery, international, payment, technology, and aviation companies.

Is Nova Global the same as Nova Poshta?

No. Nova Global is a separate cross-border group company.

Is NovaPay the carrier?

No. NovaPay is a financial-services company.

Which number should I enter?

Enter one supported EW, TTN, IEW, shipment number, parcel number, or verified linked carrier number.

What is a TTN?

Common user language for the Nova Poshta shipment or waybill number.

Are all Nova Poshta numbers fourteen digits?

No. Fourteen digits are a common domestic family, not a universal rule.

Can I use a merchant order?

Not automatically.

Can I track by phone number?

Do not enter a phone number into 11Tracking.

Does EW creation prove Nova Poshta has the parcel?

No.

Which event proves handover?

Branch acceptance, courier pickup, carrier locker collection, or terminal receipt is stronger evidence.

Does sender locker deposit prove carrier collection?

No.

Is a sorting terminal a pickup point?

No.

Why has tracking not updated?

The last public event can lag physical processing or transport.

Why did the parcel move from a locker to a branch?

The current locker period expired, the item did not fit, no cell was free, or the locker was unavailable.

Is that a return to sender?

No.

How long is a parcel stored in a locker?

Current Ukrainian guidance uses five days.

How long is it stored at a branch?

Current guidance uses up to thirty days, with shorter free-storage periods.

Are all thirty days free?

No.

Can the locker open without mobile internet?

Current guidance supports local Bluetooth opening after the app and payment are prepared online.

Why did the locker status update at night?

Selected cities have a current overnight locker-loading program.

Does payment prove collection?

No.

Can I inspect a locker COD parcel before paying?

Not in the reviewed locker COD branch.

Can I inspect at a staffed branch?

The reviewed staffed branch can allow inspection before final acceptance.

Can I use Diia?

Supported identity workflows can accept Diia documents.

Can another person collect?

Another Recipient can authorize collection for eligible shipments.

What is hand-to-hand delivery?

A sender-selected service requiring delivery to the named recipient.

Can I see the courier on a map?

Supported authenticated app delivery can show movement shortly before arrival.

Is that continuous public GPS?

No.

Can I forward the parcel?

Eligible shipments can offer forwarding.

Is forwarding always free?

No. Price depends on the operational stage, route, and product.

Does a forwarding request prove the route changed?

No.

What is Leave It Nearby?

A supported app option during the courier stage to request another nearby delivery object.

Does Delivered prove the named buyer received it?

No.

Does locker opening prove the named buyer collected?

Not universally.

What if one place in a multi-place EW is missing?

Check every piece event and preserve piece-level evidence.

What is Easy Return?

A reverse-delivery service for eligible buyer returns.

Does Easy Return guarantee a refund?

No.

What is automatic return?

A business-sender rule that returns an item after a selected storage period.

Why did an international parcel receive another number?

Nova Global, UPS, OnTrac, InPost, DHL, Nova Poshta Ukraine, or another partner can assign a linked number.

Does the new number prove partner possession?

No.

What does customs processing mean?

The item is in an import or export review stage.

Does customs payment mean release?

No.

What is the current €150 rule?

It is the current reviewed Ukraine personal international postal or express threshold and is legally volatile.

Who files a complaint?

Use the correct Nova Poshta or Nova Global workflow. Sender, recipient, merchant, or payer responsibility depends on the product and issue.

How long does a complaint take?

Current reviewed guidance uses different time frames for Nova Poshta and Nova Global.

Does declared value guarantee compensation?

No.

Can war affect tracking?

Current security and infrastructure conditions can affect routes, terminals, branches, and estimates.

Can 11Tracking open a parcel locker?

No.

Can USTracking redirect, retrieve proof, pay customs, or file a complaint?

No.

Use USTracking as a tracking companion

After identifying the correct Nova Poshta, Nova Post, Nova Global, or partner reference, USTracking may help you:

• save a supported tracking number;
• organize public events;
• preserve verified original and linked identifiers;
• distinguish electronic creation, physical handover, terminal processing, courier activity, locker arrival, delivery, return, and customs stages;
• monitor public status changes;
• receive notifications.

USTracking cannot:

• track by phone number, e-mail, name, address, account, pickup code, locker credential, customs reference, or complaint number;
• decide one universal Nova Poshta format;
• assume Nova Poshta, Nova Post, and Nova Global use one provider record;
• prove physical handover from EW creation;
• open a parcel locker;
• retrieve a pickup code;
• identify the courier;
• provide universal continuous GPS;
• forward or reschedule;
• change the recipient;
• authorize Another Recipient;
• retrieve a signature, identity record, or proof photograph;
• access My Nova Post;
• submit customs documents;
• pay duties or taxes;
• obtain customs release;
• file or manage a complaint;
• recover a parcel;
• decide liability;
• approve compensation;
• issue a refund;
• guarantee delivery, locker access, customs release, complaint, compensation, or refund.

Related guides

• Package Tracking Help Center
• How Package Tracking Works
• Label Created
• Carrier Received Package
• In Transit
• Handed to Local Carrier
• Out for Delivery
• Out for Delivery but Not Delivered
• Delivery Exception
• Delivery Attempted
• Available for Pickup
• Delivered
• Delivered but Not Received
• Return to Sender
• Tracking Not Updating
• Tracking Number Not Found
• Wrong Address or Address Information Required
• Package Moving Away or Wrong City
• Package Damaged or Contents Missing
• Customs Processing
• Package Stuck in Customs
• Change, Reroute, or Hold a Package
• Proof of Delivery, Photo, and Signature
• Package Claim Guide
• Who to Contact About a Package
• Find the Last-Mile Carrier
• Fake Delivery Message

Scope, evidence, and limitations

This page is an English-language guide to Nova Poshta and Nova Post parcel, document, cargo, branch, pickup-point, parcel-locker, courier, delivery-management, storage, payment, return, international, customs, complaint, and tracking evidence. It explains the relationship among Nova Poshta, Nova Post, Nova Post LLC, NOVA group, Nova Global, NovaPay, partner carriers, EWs, TTNs, IEWs, linked identifiers, electronic creation, physical handover, delivery objects, parcel-locker stages, courier visibility, forwarding, identity, inspection, storage, delivery proof, returns, international handoffs, customs, complaints, privacy, scams, and wartime operational uncertainty.

It is based primarily on current official Nova Poshta, Nova Post, Nova Global, NOVA group, NovaPay, Nova Post API, and Ukrainian tax-authority materials reviewed on July 27, 2026.

Important limitations:

• The runtime provider code, aliases, Nova Global behavior, partner mappings, identifier families, API generation, endpoint, exact status-code mapping, delivery-object fields, locker events, payment fields, identity fields, proof fields, delivery-management fields, return fields, customs fields, complaint fields, and sensitive-field suppression must be verified during implementation.
• Nova Poshta is the primary English search identity.
• Nova Post is the official English and international-facing alias.
• Nova Post LLC is the legal operator identified in current reviewed Ukrainian materials.
• Nova Global, NovaPay, Nova Digital, and Supernova Airlines are separate actors.
• Current public evidence does not establish one universal tracking-number format.
• A common fourteen-digit domestic EW family should not be generalized to every international, return, or partner flow.
• Merchant orders, phone numbers, account numbers, pickup codes, locker credentials, customs references, and complaint references are not ordinary public tracking inputs.
• EW creation does not prove physical handover.
• Courier booking does not prove pickup.
• Sender parcel-locker deposit does not prove carrier collection.
• Branch acceptance, courier pickup, carrier locker collection, or terminal receipt is stronger possession evidence.
• A branch, pickup point, locker, address, self-service terminal, and sorting terminal are different service objects.
• Payment, locker opening, and collection are separate.
• Locker-to-branch transfer is not return.
• Current five-day locker and branch-storage rules are product- and date-specific.
• Identity thresholds are volatile.
• Branch inspection, locker pickup, self-service, and address delivery have different inspection and proof models.
• Another Recipient does not grant every shipment-management right.
• The courier map is authenticated, short-window, and product-specific.
• Forwarding and data changes are eligibility- and cutoff-dependent.
• Overnight locker loading is limited to a dated selected-city program.
• Delivered does not prove named-buyer receipt, correct contents, condition, or continued possession.
• Multi-place shipments require piece-level verification.
• Easy Return, refusal, automatic return, seller receipt, inspection, refund, and exchange are separate.
• Nova Global and partner trackers can own different route stages.
• A new partner number does not prove physical partner possession.
• The current Ukrainian €150 customs branch, duty formula, VAT formula, and aggregation interpretation are legally volatile.
• Customs payment does not prove release.
• Complaint time frames and claimant roles differ between Nova Poshta, Nova Global, domestic, and international products.
• Declared value does not guarantee compensation.
• Wartime security can affect route and location availability, but it must not be used as an unsupported explanation for every delay.
• Tracking, identity, payment, customs, and claim data are sensitive.
• Public events can be delayed, incomplete, normalized, corrected, grouped, or out of order.
• 11Tracking does not diagnose a specific shipment and cannot act on it.

Last reviewed: July 27, 2026 Review due: October 25, 2026 Research decision: Ready to draft with explicit Nova Poshta, Nova Post, NOVA group, legal operator, EW and TTN identifier, pre-advice, handover, event, delivery-object, parcel-locker, courier, delivery-management, identity, inspection, payment, storage, return, partner, customs, claim, wartime, privacy, and runtime limitations