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Frequent questions for delivering and picking up parcels in Citibox

Frequently Asked Questions - Citibox

Here you will find answers to the most common doubts you may have as a user or as a courier

I am a USER

My first purchase. Do I have to do anything when I make a purchase in my online shop for the package to be delivered to the community boxes?

Once you have registered you can buy in any online shop as usual.

We recommend that you include "Citibox parcel boxes" as part of your regular address details, as in this example:

"Raul Happy Happy 

C/Rio, 1 3ºB (Boxes Citibox)

28000 - Madrid"

How about...? If you have any doubts or suggestions, please write to our e-mail address atencionalcliente@citibox.com  so that we can deal with your query individually.

How can I start using the Citibox parcel boxes installed in the community?

Once the Citibox Smart Parcel boxes have been installed in the community download the Citibox application from Google Play or Apple's App Store and follow the steps, it won't take you more than 3 minutes:

- Open the application. - Click on "Create Account".
- Accept the Terms of Use by clicking the "Next" button.
- Enter your address and postal code, then click the "Next" button.
- Write your name, it is very important that you put your full name, as you put it when you make your purchases. The field "Name" does not allow punctuation, if your name is composed you can put it with a space.
- Next, you will be asked to enter your email and telephone number.
- You will receive an SMS with a verification code, to check that your phone is correct.
- Finally, enter a numerical password. This will be your password to log in to the application.

You can now start collecting your online purchases from the Citibox smart boxes!

If you have any questions or suggestions, please contact us by email atencionalcliente@citibox.com  so that we can deal with your query individually.

What will the first collection of a package look like?

Once the courier has left your online purchase in the Citibox you will automatically receive a notice that you have a package waiting. At the moment you want to collect it, you have different channels for its collection.

Once we install the parcel boxes in the community, our intention is to make the new service known to all neighbors, however, there may be some cases in which the communication has not arrived or may have gone unnoticed. If this is your case and it is the first time you use Citibox, there is no problem as you have different options for its collection.

On the one hand, if you are interested in downloading the application, registration will not take more than 3 minutes, and the use of the service for neighbors and the community is free. After downloading the application and registering, you can collect as many packages as you want with the appropriate privacy and security measures. Citibox smart mailboxes make possible the contactless delivery between the courier and the neighbor themselves.

On the other hand, if you prefer, you can pick up your package with the help of our virtual assistant Citibot, which will help you quickly and easily pick up the package, as explained on our page  https://citibox.com/es/como-recoger-tu-paquete-en-citibox .

If you have any problems with any of the above options, remember that our agents will be happy to help. To contact any of them you can do so through our email atencionalcliente atencionalcliente@citibox.com  or by calling +34 911235484.

On the contrary, If you do not want to use the Citibox parcel boxes, you must tell us as we explained in the question “I do not want to use the Citibox parcel boxes installed in my community. What do I have to do?” from this same page.

I have a problem picking up my package, what can I do?

The Citibox application, available in Google Play and the Apple App Store, provides alternatives in case of finding a problem when picking up an order, and includes a help section, support, with some recommendations or tips.

Once the collection process has started and the screen shows the opening code, at the bottom there is a "Something has happened" button. If you press it, it will give you 3 possible options:

- The door has not been opened and....
I heard the lock move
I heard 3 beeps
- The door has been opened but...
It has been closed
- None of the above
Contact our team

Select the option that is closest to you and follow the steps. If despite these indications you finally cannot open the mailbox, the order will remain in the mailbox with the status "Error" until we can solve it through the contact options with customer service.

If the order appears as being picked up in the Citibox application and you have not been able to open the parcel box, please write to us at  atencionalcliente@citibox.com  , indicating your name and telephone number associated with Citibox, and we will attend to you as soon as possible. We normally respond within 24 business hours, or contact our team by phone +34 911235484 .

Once I have received the notice, how long do I have to pick up the package?

Normally packages delivered to Citibox smart boxes are being picked up within 24/48 hours of the notice being sent. Your package can be in the mailbox for up to 4 calendar days. On the 5th day the process of not collecting will start and finally the courier will remove the package from the mailbox to return it to the origin.

If you are on holiday or need more days to collect your order, don't worry. Please write to atencionalcliente@citibox.com  indicating the day you are going to pick it up, we will extend the custody period at Citibox and thus prevent the courier from picking it up.

We give you a period of 4 calendar days to collect your order at Citibox because the legal period to make a claim to the courier companies is 7 days. Please note that when an order is delivered to Citibox the delivery has been confirmed by the courier company.

Remember that all the orders that enter the Citibox mailboxes are insured against vandalism or damage that may occur due to water or other elements.

I do not want to use the Citibox parcel boxes installed in my community. What do I have to do?

Once Citibox mailboxes are installed in your community, couriers will begin to make deliveries to them using the phone number associated with the shipment.

If you have not yet registered and you cannot or do not want to receive your packages in Citibox mailboxes at this time, you can tell us at any time and we will prevent the courier from making deliveries to you. You just have to send us an email to atencionalcliente@citibox.com, or contact our team by phone +34 911235484, and we will proceed to include your telephone number in an exclusion file to guarantee that no courier makes deliveries addressed to you in none of our mailboxes.

Citibox guarantees that it will not use your phone for any purpose other than ensuring that it is not used by couriers to deliver any package associated with that phone number.

We remind you that you can exercise your rights by contacting gdpr@citibox.com. If you want to know additional information about the processing of your data, you can consult our privacy policy. https://citibox.com/en/privacy/user.

I am a COURIER

How can I start using Citiboxes to deliver packages?

Our mailboxes are universal, they are delivering packages couriers of any of the courier companies operating in Spain from MRW or SEUR through Amazon Logistics. In most cases we have reached agreements with them and in the rest of the cases we are working. The only courier company that does not deliver autonomously to Citibox intelligent mailboxes is Correos, however we have reached the first agreement with them, specifically with their subsidiary Correos Express.

Any courier from any courier company has three ways of being able to leave parcels in the mailboxes:

- Through the web by accessing the following address citibox.app.

- You can use the Citibox parcel boxes through the Citibox app for couriers for Android phones.

- Finally, in some cases we have integrated our systems so that you can access Citibox parcel boxes through your own PDA or work tool.

If you have any questions, please contact us at  atencionalcliente@citibox.com  so that we can take an interest in your particular situation. Through the application you have the telephone number where you can speak directly with us. 

Where and how can I download the Citibox messenger application and register?

The Citibox Couriers application is currently available for Android only on Google Play. To be able to install the app you only need 11 M free space and a version of Android 5.0 or higher.

In addition, if you do not want to install the application or if you have an iPhone mobile, you can use the citibox.app website where we will guide you step by step so that you can deliver it on the first try.

From Citibox we also offer you a personalised attention service to solve any doubt or question. You can contact us by e-mail at atencionalcliente@citibox.com , or talk to us on the direct telephone number you will find in the Citibox Couriers application, where we will attend to you immediately.

How is the delivery of a package in the parcel box? Step by step

Here are the steps for delivering a package to Citibox parcel boxes with the Citibox Couriers App. The application will indicate the steps once you have registered and they are the following

1. Scan the QR code or enter a code from any mailbox so that the application knows where you are.

2. Scan the package (don't forget to scan it for your PDA)

3. Enter the name of the recipient and select the user from the list.

4. The application will provide you with a mailbox number and the password with which you can open it.

5. Deliver the package, make sure that the door is properly closed and receive the delivery receipt.

Alternatively, if you do not want to download the application or if you have an iPhone mobile phone, you can make the delivery through the citibox.app website, where we will indicate the steps to follow.

If, despite these steps, you have any doubts, please contact us by e-mail at  atencionalcliente@citibox.com  so that we can resolve them. Or, through the Citibox Couriers application you have the telephone number where you can speak directly with us.

Can I deliver packages to boxes without downloading the Citibox Messengers application?

Yes, you can continue to deliver the packages to our parcel boxes installed in the community. If you do not want to install the application or you have an iPhone mobile phone, you can use the citibox.app website where we will tell you the steps to follow in order to deliver the application on the first try.

Citibox also offers a personalised service to resolve any questions you may have. You can contact us by e-mail at atencionalcliente@citibox.com, or by using the telephone number you can find in the Citibox Couriers application, where we will attend to you directly in the event of any incident.

How do I know that the delivery has been made and the recipient will receive the package?

When you make the delivery through the  Citibox Courier  application we will send you a Proof of Delivery with the order information. Valid as a signature and ID card. Additionally, in the application you will find a list of all the receipts in chronological order.

If the delivery is made from the website  www.citibox.app  you only need to enter your phone number so no proof of delivery is sent by email.

Once the delivery has been made, we will notify the recipient by means of a message to the mobile phone.

Citibox also offers a personalised service to resolve any doubts or questions. You can contact us by email at  atencionalcliente@citibox.com  to resolve it, or through the Citibox Courier application where you can find the telephone number to talk to us directly.

TESTIMONIALS

What they’re saying about us

Real time notifications

Works brilliantly well, they remind you each day so you don’t forget, and collection is quick and easy.

LUIS

You can always collect your packages

This is a really useful service The end of parcel delivery problems Excellent. 

CRISTINA

Zero contact

Great, brilliant, fabulous! I think it’s the very best way to get your deliveries if you want to avoid contact with the courier.

MARIA

24-hour service

I think it would be hard for me to live without my Citibox now I’m used to it being there 24 hours a day, and it’s so easy to use.

ROBERTO