Frequently asked questions

See our most frequently asked questions below.

Can't find the answer you are looking for? Try our site Search.

You can also contact our Customer Support Centre by email at nzpost@custhelp.com or phone 0800 501 501 Monday to Friday between the hours of 8am and 5.30pm. If you are calling outside of New Zealand, phone 0064 9 367 9710.

To access the status of previous support requests go to your profile.

About us

• What are New Zealand PostShop operating hours?
• What are New Zealand Post’s online customer services hours and contact details?
• Why should I register online with New Zealand Post? 
• What is Community Post?

Sending within NZ

• How do I find my postcode?
• How much does it cost to send a large parcel within New Zealand?
• How can I track and confirm the delivery of a Parcel?
• Is there online tracking, delivery confirmation & signature required available for ParcelPost?
• What are the ParcelPost services?
• How do I address Rural mail correctly?
• What is considered a prohibited item?
• What am I allowed to send through New Zealand Post?
• How should I package special items?

Sending Internationally

• How much does it cost to send a letter or parcel overseas?
• How long will my mail take to be delivered overseas?
• Is Customs holding my parcel?
• How can I track and confirm the delivery of a Parcel?
• What is International Express Courier? 
• What is considered a prohibited item?
• What am I allowed to send through New Zealand Post?
• How should I package special items?  

Missing or damaged items

• What can I do if I have a missing item or package?
• What can I do if I have received a damaged item or package?
• What compensation am I covered for if a Domestic item gets damaged or lost?  

Moving house, holds and redirections

• What is the Redirection Service?
• I am moving house, can New Zealand Post help spread the word?
• How long can I put my mail on hold for?
• How do I extend or amend my redirection?
• How long does it take to register on Change My Address?
• Can I have my mail redirected to a PO Box or Private Bag?

Prezzy Card

• Where can I use my Prezzy Card?
• How do I activate my Prezzy Card?
• What is a Prezzy Card?
• How can I check my available balance or purchase history?
• Who can use a Prezzy Card?
• What should I use as a cardholder name for online purchases with my Prezzy Card?
• What if my purchase exceeds the value remaining on my Prezzy Card?
• Why can't I use my Prezzy Card for PayPal and some Trademe and Vodafone Live services?

PO Boxes and Private Bags

• Can I have my mail redirected to a PO Box or Private Bag?
• How do I apply for a PO Box or Private Bag?
• Can I open a PO Box in New Zealand before my arrival in the country?
• What is the cost of a PO Box or Private Bag?

Can't find the answer you are looking for? Try our site Search.