FAQ

Frequently asked questions about NZ Post

Q: What is the delivery target of NZ Post?

A: NZ Post’s indicating target is next working day on the same island. Rural delivery addresses will take an additional 2-3 working days.

Up to 3 working days cross island, or next working day at an extra charge.

Q: Can I book a pickup from a different location other than my address?

A: Yes. NZ Post can pick up from any address in New Zealand.

Q: What should I do if the address I want is not in the drop-down list?

A: Please start entering the address, and as you type, if the system finds a suitable address, it will appear in the list. Copy-pasting an address directly may not be recognized due to incorrect formatting. You can verify addresses on the website: https://www.nzpost.co.nz/tools/address-postcode-finder.

Q: How should I pack my parcel?

A: You don't need to pack like a professional, you don't have to use cartons either, but you need to ensure that the items inside won't fall out during transportation. Please pack the fragile items properly. Please ensure that your package can withstand the external force generated by a free fall of 1.2m.

Q: Who will pick up my parcel? Will they help me pack the items?

A: The courier of NZ Post picks up parcels only on working days. Please get the parcel ready before they arrive, they are not responsible for packing or weighing.

Q: Will the courier call me before coming?

A: Normally they don't. Please leave the parcel in a place where it is easy to be spotted.

Q: Do I have to print the courier label and attach it to the package?

A: You can print the label and attach it to the package; Or

You can write the delivery address on the parcel and choose the Freight Forward service (Only applicable for custom packaging）, the courier will help print the label. There will be additional fees for this service.

Q: Will you open the package for inspection on pick up?

A: The courier will not check the content for respecting your privacy, but you need to take the responsibility for any related problems.

Q: Do you pick up items on weekends and holidays?

A: Courier companies in New Zealand only pick up items on weekdays.

Q: What if I'm not at home when the courier comes?

A: You can leave the package in a place where the courier can easily access it and leave instructions when booking; You can also drop off the package to any nearby post office.

Q: When will the courier pick up my parcel?

A: Our couriers pick up Monday – Friday (excluding public holidays). Your parcel will be collected on your local courier driver’s next visit to your area. We’ll aim to collect your parcel the same day for booking made before 12pm. Rural pickups may take up to an additional three business days. However, due to uncontrollable circumstances, the pick-up time cannot be guaranteed. If your package isn’t picked up within 2 working days, you can contact 0800 501 501, or you can drop off the package to any nearby post office.

*Please note that you cannot specify a pickup time.

Q: How to change the delivery address?

A: You can select “redirect my parcel” on the NZ Post tracking page to change the delivery address.

Frequently asked questions about     DHL    

Q: What is the delivery target of DHL?

A: Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 20 days for countries further away. However, due to uncontrollable circumstances, the time frame cannot be guaranteed.

Q: Is there a value limit for packages sending overseas?

A: A client code is required as part of the import and export entry preparation and Customs clearance for shipments valued at NZ$1,000 or more, read more>.

Destination countries have different limits on importing packages, for example, the maximum value of a single package allowed by Australia is 1,000 AUD, while in Chinese mainland it is 1,000RMB. Please learn about the rules before sending.

Q: Who will pick up my parcel? Will they help me pack the items?

A: DHL's couriers pick up the package at your doorstep. Please get the package and label ready in advance. They are not responsible for packing, weighing, or labeling.

Q: Do I have to print the courier label?

A: Yes, you need to print all the shipping documents, but you don't need to attach it to the package. The courier will sort them out on collection.

 Q: Will the courier call me before coming?

A: Normally they don't. Please leave the parcel in a place where it is easy to be spotted.

Q: Will you open the package for inspection on pick up?

A: The courier will not check the content for respecting your privacy, but you need to take the responsibility for any related problems.

Q: What if I'm not at home when the courier comes?

A: You can leave the package in a safe and easy-to-spot place. The courier will take it away after arriving. Please remember to leave clear instructions when booking; You can also drop off the package to any nearby post office.

Q: Can I change the pick-up time after booking a pick-up?

A: Yes, please contact 0800 800 020 to make any changes.