Important information before services end

Posters and flyers

We’ve sent posters to display in your store to help with customer conversations about these changes. Please display these posters prominently in-store right up until services end at your store. The QR code is customised and takes customers directly to a page on our website that shows them the 3 nearest stores, services available, open hours and directions.

If customers have questions, please use the flyers provided to help guide the conversation and offer them something to take away. If you continue to receive questions from customers after services end, it may make sense for you to keep the posters up for a period of time even after services end.

Customers can visit nzpost.co.nz/store-changes for more information. To avoid any confusion, please remove existing posters on display that may conflict with the information on these posters. This will help ensure customers receive clear and consistent messaging during this transition.

Your role in helping customers understand where else they can go for these services is critical, and we truly appreciate your support.

Stock returns

We will accept stock returns for a credit to your NZ Post account, provided the stock are part of our current product range. Products not listed on the current product purchase list cannot be returned, with the exception of Saturday tickets.

To ensure that customer impact is minimised in the lead up to your services end date, we will credit both full and partial packs of current stock. If you have older stock, this will not be able to be returned for credit and will remain your property for personal use only. Please note that following termination of your contract with NZ Post you will not be allowed to on sell NZ Post product to customers or a third party anymore.

We ask that you please carefully manage your stock levels appropriately between now and your last day to ensure returns remain within reasonable levels.

NZ Post reserves the right to restrict and/or not accept new stock orders in the lead up to your last day. Your TPID account will become inactive for ordering within two weeks of the end of your contract for services.

Your free PO Box

If you’ve been using a free PO Box as part of your store’s operations, this will need to be closed when NZ Post services end.

You have a choice as to whether you would like to close your PO box, or switch to a paid PO box at another location. Please let us know your preference by getting in touch with the team at [email protected].

PO Box customers

If you manage a Box Lobby as part of your store, we have communicated directly with PO Box customers by letter about their relocation details. PO Box mail will be removed from site during your last NZ Post trading day and taken to the new location by our team. Customers have been advised that their PO Box will be unavailable that day and to collect their mail from their new location the next morning.

What to expect on your final NZ Post trading day

Removal of NZ Post equipment

On your final day of NZ Post trading:

• You should continue to operate as normal until an NZ Post representative attends your store
• NZ Post stock must remain available to customers, so please leave everything on the Sending Wall until our team arrive and is ready to do a stock take with you
• If you're a PostCentre store, an NZ Post representative will attend your store on your last NZ Post trading day to begin the removal process. From that time, your NZ Post agency will officially close. When the representative arrives and equipment (including the scanner) is removed, you must stop accepting parcels and providing NZ Post services.
• If you are a PostCentre Plus (full-service) store, you will cease trading NZ Post at around 2.30pm for a 3pm cash collection.
• Should an NZ Post representative not arrive on your last day of NZ Post trading for any reason, please cease NZ Post services as planned at the end of that day and an NZ Post representative will attend as soon as possible to complete the removal process.

If you're a PostCentre Plus store, an NZ Post representative will also attend your store in the morning after your final NZ Post trading day to begin decommissioning

• ECL will remove the IT hardware and network equipment
• NZ Post branding and collateral will be removed as part of this process
• Signage and other equipment may be removed in due course by appointed contractors

This is designed to make the final days as smooth and predictable as possible.

Digital Postage Meter (DPM) 

If you use a DPM for international parcel sending as part of your store's operations, there's no action required from you. An NZ Post representative will arrange its removal on your last NZ Post trading day. Please continue to use the DPM as normal and don't disconnect it until our team has arrived in-store.

After services end at your store

NZ Post will coordinate the removal of all NZ Post‑owned equipment and assets. Below is the list of equipment which will be removed from your store (additional equipment may also be removed as previously agreed with you):

• Signage
• PO Boxes including Box Lobby door PIN locks
• Point of Sale terminals including printers, network gear and cabinet
• Mail hoppers/barrows
• Date stamps
• Scanners

It is common for things such as signage, mail hoppers and PO Boxes to be removed a few days after your last NZ Post trading day as they require work by appointed contractors. We ask for your patience around this. We'll co-ordinate this with you in advance. If you have questions about equipment removal or access for our contractors, please contact [email protected]

Make good

If you manage a Box Lobby as part of your store, NZ Post will arrange removal of the PO Boxes and reinstate any external wall openings as per agreed scope, consistent with the specifications and standard of the external wall immediately prior to the original PO Box installation. NZ Post is not responsible for the demolition and/or reinstatement of any internal fitout related to the Box Lobby, however, the agreed scope will always include to leave the space safe and secure. Typically, the make good will take approximately two to four weeks depending on the number of PO Boxes and the lead time on joinery and glazing that may be required.

Posters

We've provided posters to support customer awareness after services end at your store.

We request that you:

• Display NZ Post posters and flyers as instructed
• It may make sense for you to keep the posters up for a period of time even after services end in case customers have questions.
• Use only NZ Post approved materials
• Do not create or distribute your own customer communications about the change.

Paying off your account

Once your TPID account is closed, your direct debit will no longer be active. Final invoices must be paid by direct credit. Payment details for making a direct credit payment to NZ Post:

Account Name: NZ Post Ltd
Bank Account: 02-0500-0340001-15
Reference: Use your NZ Post customer number (TPID)

Your bank account details

Please keep your nominated bank account open until all final payments are completed.

Final payments can take up to two months after services are removed. We're unable to change bank account details once your store has closed.

Parcel collection services

• If you currently provide Card to Call (Missed my Parcel) service, we have allocated a new pickup location and printed new customer cards. To make the removal of services as smooth as possible, we will start redirecting Card to Call parcels to their new pickup location one week prior services ending at your store.
• If you currently provide Collect my Parcel service, your store will be removed as an online option two weeks before services end, to help minimise impact on customers and to free time up for you.

Parcel acceptance after closure

The NZ Post scanner will be removed by an NZ Post representative on your last trading day for NZ Post services. From that point, please stop accepting customer parcels. Final clearance for any leftover parcels that have been accepted on the last NZ Post trading day will take place the next day.