Quick links to key information:
- How to make a claim
- Carriage of Dangerous, Valuable and Prohibited Items
- Online Ordering
- Returns Policy
- Authority to leave exempt senders
- Card to Call
- Sending Dangerous Goods
View the New Zealand Post Limited Service Terms - Courier Services
CourierPost and Pace make every effort to ensure your courier item arrives in good condition, but unfortunately sometimes things can go wrong. This section sets out what compensation is payable for loss of, or damage to, an item, which items are not covered by compensation or cannot be sent and how to make a compensation claim.
What am I covered for?
Both CourierPost and Pace provide customers with coverage for loss or damage up to $2,000 (including GST) for each ticketed item sent with CourierPost or Pace services, subject to exclusions, as outlined below.
Additional cover for high value items
Additional compensation is a commercial-only service we offer our business customers who send items between the value of $2,000 and $50,000 NZD, via our domestic courier network (sending within NZ).
Speak to your CourierPost or Pace Business Manager to find out if this option is available to you.
Dangerous Goods, Fragile, Perishable and Valuable Items
There are some items thhvat CourierPost & PACE generally do not agree to carry, these include:
- dangerous goods, fragile items and perishable items, as set out in our Terms & Conditions;
- valuable items as set out in our Terms & Conditions, including:
- traveller’s cheques, vouchers, deeds, negotiable instruments (including any bearer security, bill of exchange or uncrossed cheque), bonds or shares, credit or bank cards, bullion.
However we may, in special circumstances, agree to the carriage of dangerous goods, fragile, perishable or valuable items with individual customers. Such agreements will usually have a lower compensation limit than our standard $2,000 (including GST) limit.
These agreements are only valid if they are included in your written contracts with us, or if a CourierPost or Pace authorised representative has given you written confirmation of the agreed variation.
If we have not agreed in writing to carry fragile, perishable or valuable items for you, please do not give us such items for delivery as we will not accept any liability for them. Please remember that if any of the contents of an item are fragile, perishable or valuable, then the entire item is classified in the same way.
More information on sending Dangerous Goods can be found below.
There are a number of circumstances where we are not liable to pay compensation for loss of, or damage to, certain items. These include but are not restricted to:
- Prohibited items, see our list (PDF - 1.6MB)
- Dangerous goods
- Fragile, perishable or valuable items (without a written agreement).
- Inadequately packaged or incorrectly addressed items e.g. glass or bottles sent in Trackpaks
- Illegal items
- Items where no proof of sending can be provided
- Items where the loss or damage is the result of your act, omission or neglect
- Items where the loss or damage occurs after delivery
- Items where the loss is consequential or indirect loss (for example, as a result of a delay in delivery) or loss of profits in respect of any items sent for personal or business purposes, or
- Items where a customer makes a claim:
- more than 10 days after delivery (or more than 7 days after delivery in the case of business customers), for damage to a delivered item or missing contents, or
- more than 21 days after sending the item, if the claim is for non-delivery of an item
- Items sent above compensation limit for non-business use.
How do I make a claim?
Telephone our CourierPost Customer Service Centre on 0800 268 743 or our Pace Customer Service Centre on 0800 501 502, who will lodge an investigation:
- within 10 days after delivery (or within 7 days after delivery in the case of business customers), for damage to a delivered item or missing contents, or
- within 21 days after sending the item, if the claim is for non-delivery of an item.
You will be asked to provide details of your claim including:
- Tracking number or Pace job booking number.
- The time, date and place of the courier pick-up/lodgement.
- Sender and addressee details.
After a full investigation has been made (where required) our Claims team will contact you to further the process. If a claim for compensation is made, our Claims team will require you to complete a claim form with the following information:
- proof of posting (invoices or receipts)
- evidence of value of the item, (for example receipts or an independent valuation). We require independent proof of value sender’s copy of the consignment note (where applicable);
- Bank details (on deposit slip or invoice).
- GST number (where applicable).
The more information we receive from you, the easier it is for us to make a speedy and informed decision. So if you have any additional information that you think might help us in our decision making process.
Our specialist team carefully investigates each compensation claim we receive. If we agree to accept your claim, please note that:
- Compensation will be paid (at our discretion) for the lesser of:
- the value, or declared value, of the item;
- an indemnity value as determined by us; or
- the cost of repairing the damage to the item.
(Except where we pay the cost of repairing damage to the item, compensation payments to business customers are based on the cost price of the item to the sender, not the retail price of the item.)
- Under our current Terms and Conditions, it is the party who purchased the ticket (usually this will be the sender of the item), rather than the addressee, who is deemed to be our customer. As such, we usually pay compensation to the ticket purchaser of the item rather than the addressee.
- If you’re claiming compensation for second hand goods that you have sold (i.e. on online auction sites), compensation will be based on the sale price.
- If you’re claiming compensation for goods sold in a business situation, compensation payment will be based on the cost price to you, not the retail price of the item.
- We may choose to fix or repair items, rather than pay compensation.
- Once we’ve paid compensation for a damaged item, we may dispose of it. If we haven’t disposed of it and you want it back, you will have to refund the compensation we paid to you.
- If we pay out compensation for a lost item, and it turns up later, it will be our property. If you want it back, you will have to refund the compensation we paid you.
If the item is damaged, or some of its contents have been lost, you will either need to send the damaged item and its entire packaging (as near as possible in the same condition as when they were delivered) to us, or take it in to your nearest CourierPost or Pace depot. If this is not possible, please phone CourierPost (0800 268 743) or Pace (0800 501 502) to arrange an alternative.
Wherever possible, it is important that you provide us with the contents and packaging in their original condition. If they are not available, this may adversely affect the outcome of your claim. Photographic evidence on its own may not be sufficient for us to accurately assess your claim.
We may need to retain the damaged item while we make inquiries.
For more information about Pace and CourierPost Carriage of Dangerous, Valuable, Perishable and Prohibited items
CourierPost Returns Policy
- Returned goods will only be accepted for credit up to three calendar weeks after the date of purchase.
- Returned goods must be returned in “as new condition”. This means in an unopened or unused condition that will enable the product to be re-sold.
Here's your step-by-step guide to our Returns procedure:
- Call our Customer Service Team on 0800 COURIER (0800 268 743) to confirm if your return is within our returns policy.
- Quote your original order number and the product(s) that you wish to return.
- If your return is within our returns policy, you’ll be given a Return Authority Number.
- Write your Return Authority Number on the packing list that came with your ordered products.
- Send returned item(s) back to Contract Logistics – 25 Pukekiwiriki Place, Highbrook, Manukau 2013, Auckland. Please ensure you enclose a copy of the packing list with the Return Authority Number written on it.
The following must be enclosed with all returns:
- A reason(s) for returning the product.
- A copy of the packing list (on which the goods were received) and the Return Authority Number (obtained from our Customer Service Team) written on the packing list, as we cannot issue credit without the packing list.
By completing and submitting an application for additional compensation cover, you agree that you acknowledge and will comply with the required terms for adding the additional compensation cover service for the item declared in the application and lodged with NZ Post for delivery.
1. The application for additional compensation cover must be submitted on or before the working day the lodgement of the item is made. Any application not made on or before the working day of lodgement may (at NZ Post’s discretion) be rejected if a claim is later made. Note that ‘working day’ means any day 9am to 5pm, other than a Saturday, Sunday or public holiday recognised in the place lodgement occurs; if outside these times, next working day will apply.
2. By submitting the application, you certify that the details provided in it are true and accurate, and you agree to pay the additional compensation premium (currently 1.13% of the total value of the item as declared on the form), which will be billed accordingly. A minimum charge of $22.60 excluding GST applies.
3. An excess of NZ$100 applies for most items. High Value items* are subject to an excess of NZ$1,000.
4. This cover is optional for some sending services, and required for others, for items valued over NZ$2,000, up to NZ$5,000 or NZ$50,000 (depending on sending service). Please refer to the Postal Users’ Guide service specifications for optionality.
5. For your additional compensation cover to be valid, you must comply with the service specifications relating to the underlying sending service (please refer to the Postal Users’ Guide for service specifications). Additional compensation cover for any non-complying item (for example, Prohibited items) may (at NZ Post’s discretion) be rejected if a claim is later made.
6. You are applying for our insurance to cover your items, under our insurance policy. Our insurance covers all risks of loss or damage to the items insured as set out in the Term Conditions and Exclusions in accordance with the following standard clauses – Institute Cargo Clauses (A), Institute War Clauses, Institute Strike Clauses (Cargo), Institute Classification Clause, Institute Replacement Clause, Institute Cargo Clause (Air), Institute Clauses Air (Air Cargo), Institute Strike Clauses (Air Cargo). In addition, the following clause applies:
AVERAGE CLAUSE: This policy is subject to the condition of Average, that is to say, if the property covered by the insurance shall at the time of loss be of greater value that the sum insured hereby the Assured shall only be entitled to recover hereunder such proportion of the said loss of the sum insured by this policy bears to the total value of the said property.
7. NZ Post may immediately vary or terminate this service at any time by notice, as required to reflect changes to our service specifications, insurance requirements, or relevant legislation, regulation or codes of practice.
8. You must at all times be a current NZ Post commercial customer to use this service.
* ‘High Value items’ refers to those items defined in the Postal Users’ Guide as valuable Prohibited or Restricted items (see section 1 of the Postal Users’ Guide).
At NZ Post, the health and safety of our customers and our people is our top priority.
While we are permitted to carry Dangerous Goods on your behalf and have robust systems and procedures in place, we can only do so if you comply with the obligations set out in the Land Transport Rule Dangerous Goods 2005 and meet the conditions outlined below.
It’s important you understand your legal obligations as a sender of Dangerous Goods and the approval processes required for NZ Post to transport Dangerous Goods on your behalf.
For any DG parcel we receive with incorrect or incomplete documentation, packaging or labelling, or if any compulsory requirement hasn’t been followed, an admin fee of $9.50 (excl. GST) will be charged. This is to cover our costs to either correct the error ourselves, or to return or dispose of items that don’t comply.
Our DG policy can be found here (PDF 2.4MB), and is outlined below.
- Dangerous Goods (DG) means substances or articles having the properties described in, and substances or articles declared by the relevant regulatory authority to be Dangerous Goods for transport on land. This includes packaging and empty containers that have not been cleaned after containing dangerous goods.
- DGSP means small packages containing Dangerous Goods that are approved for handling and delivery by rural and provincial delivery contractors
- IATA means the International Air Transport Association.
- PD means Provincial Delivery
- RD means Rural Delivery
Important Policy Information
- NZ Post (including any brands owned or operated by NZ Post) will not contract with any organisation whose primary requirement is for NZ Post to deliver DG.
- DG will only be accepted by NZ Post for ‘on account customers’ (i.e. excludes cash sales) who have been approved through the DG process. (this includes senders wishing to send DG in Excepted and Limited quantities through the network.
- DG will only be accepted by pickup from customer premises by an accredited NZ Post contractor or at Courier depots that have public counters.
- DG will only be delivered to residential or business addresses. They cannot be delivered to PO Boxes, Private Bags and Parcel Collect locations.
- NZ Post will only carry DG from classes 2.2, 3, 4.1 and 9 unless an exemption has been approved via the “DG Exemption Management Process”. Please talk to your Account Manager about this.
- All DG carried by NZ Post will be done so in accordance with Land Transport Rule Dangerous Goods 2005 and this policy.
- 7a. All DG shipped by NZ Post (or approved partners) must be marked, labelled, documented and presented as per Land Transport Rule Dangerous Goods 2005 Rule 45001/2005.
7b. NZ Post may refuse to carry any DG, even though it complies with the law, if NZ Post views the DG as an unacceptable risk to the safety of its people or the integrity of its network.
- Any customer seeking to have NZ Post carry DG on their behalf (domestic or international) must complete the Dangerous Goods Approval Process. Please see below for detail on the approval process.
- DG will not be carried in the NZ Post air network without prior written approval which will be considered via the DG approval process. Where DG are being introduced for carriage via any air service (e.g NZ Post of 3rd party, such as Air New Zealand) they must comply with the relevant IATA Dangerous Goods Regulations.
- Damaged, incorrectly documented, incorrectly packaged, incorrectly labelled, incorrectly ticketed DG or classes outside this Policy will not be accepted into NZ Post network. In such occurrences, NZ Post reserves the right to recover from the customer or contractor who introduced the item into the network the expense of handling or other consequential and identifiable expenses. Any such items that make their way into the network make give rise to a non-compliance admin charge.
- Contract Logistics (NZ Post Warehousing Sites) may store DG provided the appropriate audited controls are in place.
- DG that are packaged as small packages / consumer quantities but are submitted as a bulk consignment (e.g. boxes of individual perfumes on a pallet) will not be accepted into the NZ Post network.
- DG will not be carried by Rural Delivery (RD) or Provincial Delivery (PD) network contractors unless DGSP approved and only then in limited quantities.
How to get approval to send DG?
You will need approval each time you want to ship a new DG product. This approval process confirms you understand your obligations under the law and have trained people onsite to handle DG as per NZTA and IATA regulations. The approval process is still required for existing approved DG customers to send a new type or different class of DG through the network. Please supply us with the correct Material Safety Data Sheet (MSDS) and then work with your Account Manager to understand the approval process for the new item.
We will email you confirmation when the new item has been approved
Obligations of the Customer/Sender
To be able to send Dangerous Goods you must
- Have DG trained staff.
- Fill out the ‘DG Customer Declaration Form’
- Package and label the item correctly (as per NZTA 45001/1) OR if sending Lithium batteries as per IATA regulations.
- Source appropriate tickets, which are available from the online store or through your online ticketing tool when you are approved for sending DG.
- Ensure bulk pickups require cage label documents and a load certificate
- Apply the relevant DG Surcharge ticket and relevant DG class identifier on each item before giving it to your courier. Dangerous Goods documentation is passed on to one of our certified DG handlers responsible for the transport or handling of Dangerous Goods.