COVID-19 Personal FAQs

This is a challenging time for New Zealanders. To help provide some clarity, we’ve summarised key questions and answers.

We continue to be committed to keeping our people, communities and NZ moving as well as possible. Take care and stay safe.


Quick links to key information on this page:

 
 
 
 
 
 

Mail

Yes. Mail is an essential service and NZ Post will continue to pick up and deliver mail.

There is currently no change to the usual mail delivery frequency.

Yes, you can send mail and parcels within NZ and overseas.

Most of our NZ Post retail outlets will reopen in Alert Level 2. You can check which ones using our Postshop Locator.

Stamps are also available from supermarkets, some pharmacies, convenience stores etc. at their discretion. Please note that stock levels may vary. If you want larger quantities, you can buy them on our website.

You can post mail using our posting boxes, which are still being cleared regularly.

Some of our NZ Post retail outlets will reopen in Alert Level 2. You can check which ones using our Postshop Locator.

Yes. You can redirect your mail or put it on hold online. You will need an NZ drivers license or NZ passport, and a credit card if the service you would like requires payment.

If you don’t have access to a computer or a valid national ID, please visit a NZ Post retail outlet. Find out which ones are open using our Postshop Locator.

If your request is urgent and you don’t have a valid New Zealand ID, please contact our customer support team by submitting a contact assistance form

We are currently still delivering International mail however the situation is constantly evolving and there may be some delays. Please read our latest international delivery updates.

Sending parcels

Yes. You can do this by:

  1. Visiting one of our NZ Post retail outlets. Check which ones are now open using our Postshop Locator
  2. Online using print postage online
  3. Arranging a courier to pick up your parcel, using CourierPost Send It Now

If you have already put a courier ticket or label on your parcel you can book a pickup online or by calling us on 0800 COURIER (0800 268 743).

Yes. You can do this:

  1. By visiting one of our NZ Post retail outlets. Check which ones are now open on our Postshop Locator
  2. Online using Print Postage Online

Note: We are currently experiencing significant delays across our international network due to COVID-19. For more information, please read our International delivery updates.

Due to COVID-19 there has been an increase in air freight charges with the airlines NZ Post uses to send parcels overseas.

Learn more about international surcharges.

Receiving parcels

Yes. We’re seeing a significant increase in parcel volumes. While the majority of parcels are being delivered within 3 days, some parcel deliveries are delayed up to 5 days, (into the Waikato region by up to 10 days, and in Auckland up to 2 weeks). We expect this volume to continue over the following weeks, so there will be ongoing delays.

To help us help you, please only contact us if it’s been more than 5 days (10 days in Waikato, and 2 weeks in Auckland) since our Tracking tool shows NZ Post received your parcel.

We understand how important your parcels are to you and our team are working very hard to get them to you as soon as possible.

For more information see our Domestic delivery updates and International delivery updates.

Yes. Parcel Collect allows you to have your parcels sent directly to one of our Parcel Collect sites nationwide when you shop online or need to redirect a parcel. Find out more about Parcel Collect.

Parcel Collect is now available again in some of our NZ Post retail stores and Countdown. You can check which NZ Post retail and Countdown outlets offer Parcel Collect by using our PostShop Locator tool - search for your local store and click on ‘Services’ to see if they are offering Parcel Collect during Alert Level 2.

Please follow the instructions on the back of the card to book a redelivery or redirection online. If there are options to pick up your parcel in Alert Level 2, these will be listed too. If there are no pick up options listed on the card, then pick up is still not currently available. Please note that not all our standard delivery pick up locations are open in Alert Level 2. Cards will be updated with locations open, as and when they become available.

You can help us by choosing one of our non-signature required options or using Parcel Leave, which allows us to sign for the parcel on your behalf and leave it in a safe place at your property. Parcel Leave also limits close contact between you and our people.

Yes. Under Alert Level 2 NZ Post Box Lobbies will remain open although some may be operating with reduced operating hours. NZ Post will continue to deliver to Box Lobbies, however, we may need to sort throughout the day rather than by our usual target times. All deliveries received will still be sorted on the same day.

We do ask that while you are at a PO Box Lobby to collect any items that have been delivered to your PO Box, please ensure that you maintain a 1-metre bubble rule between yourself and other customers/staff.

There may be changes to the way you access parcels addressed to your PO Box. We may request an alternative physical address for redelivery. Where we are no longer able to provide over the counter collection, you may receive a card in your PO Box requesting an alternate delivery address for your item to be delivered free of charge.

NZ Post retail outlets

Yes. Most of our NZ Post retail outlets will re-open in Alert Level 2. See which ones, using our Postshop Locator. If a store's opening hours are listed, that means it’s open. Keep checking back though as it may take your local outlet a few days to get up and running again.

Please note that opening hours may be different to normal. Outlets that are open will offer standard NZ Post products and services, including bill payments (if offered).

Yes, you can return items to one of our NZ Post retail outlets. Most of our NZ Post retail outlets will re-open in Alert Level 2. Please check our Postshop locator for the latest information.

Yes. Most of our NZ Post retail outlets will re-open, though opening hours may be reduced. You can find the latest information about which outlets are open and the services they provide using our Postshop Locator.

NZTA are aware of the challenge this presents some customers and have made allowances for this. You can find all the details on the NZTA website.

YouShop

Yes. Please note that due to the impact COVID-19 has had on international freight, our YouShop shipping rates and delivery timeframes have temporarily changed. Find out more on YouShop.

Yes. Also, anything that was held during Alert Level 4 that you had declared as ‘non-essential’ is now able to be shipped. Please be aware that we are experiencing delays by up to 14 working days for USA Economy and 10 working days for both USA and UK standard shipping. For more information on delays, see our Domestic delivery updates and International delivery updates.

Yes. Delivery times will temporarily differ from normal, by up to 14 working days for USA Economy, and 10 working days for both USA and UK standard.