Help with your parcel enquiry

You can compare your parcel's progress with our delivery targets.

Sending with our Economy service

Our Economy service within New Zealand delivers to the letterbox. You can check the mail delivery days for an address using the Address & Postcode Finder. 

If the receiving address doesn't receive Standard Mail delivery, please allow an extra day for the parcel to redirect to the PO Box. Check if the receiving address receives Standard Mail using the Address & Postcode Finder. 

Check for delays in your region or destination country

Network disruptions due to severe weather or processing congestion can cause unforeseen delays. Find out if your parcel might be affected.

View delivery delays

Compensation for delayed parcels

We will not be able to offer compensation or a refund for delayed parcels as our delivery targets are a guide only. 

If sufficient time has passed and your parcel hasn't been delivered, please submit a parcel enquiry so we can help locate your parcel. 

Please check if you parcel was left in your safe place or if someone received it on your behalf.

If you still can't locate it, please ask the sender, who purchased the courier service, to submit an enquiry with us.

If you are the sender, please start the enquiry process, so we can get this sorted straight away.

Receiver

If you are the receiver, make sure to raise an enquiry with your sender first.

Photos required for a damaged parcel enquiry

To help us investigate your damaged parcel, please submit a parcel enquiry and provide us with the following images: ​

1. Photos of the outer packaging. Photograph all sides of your parcel. Two photos are required for a bag and six photos are required for a box.
2. Photos of the inner packaging. Photograph the inside of the parcel as it looked when it was first opened, with the item(s) inside.
3. Photos of the damaged contents. Photograph the item(s) outside the packaging. Clearly show all items and any damage.
4. Photos of packing slip / invoice. Photograph the packing slip that accompanied the parcel and invoice. Upload the invoice if you received this separately by email.
5. Photos of the labels attached to the parcel. Examples include 'Fragile', 'This way up' or 'Heavy'.

Once you have the images ready, please complete the online enquiry form and attach all images to the form.

Timeframe to make a damaged parcel claim:

You must file an enquiry within 10 days after delivery.

If you have received a parcel that you believe has contents missing, contact the sender in the first instance. 

If the parcel looks to have been opened, you can submit a Parcel enquiry so we can try to locate the missing contents. 

In your enquiry, please include a clear description of what is missing and photos of the packaging.

If we’re unable to find your missing contents, we’ll give you a reference number which you’ll need to give the sender to begin the compensation process.

We estimate enquiries can take up to 10 working days to search for items within New Zealand, and up to 60 working days for international items as Overseas Postal Services are involved in the process.

For same day pickup you need to book before midday. Pickups booked after 12:00pm are collected next day by 5:00pm. 

Missed pickups

If you booked a pickup after midday, please wait until the end of the next business day before contacting us.

Booked before midday? Get in touch if it's after 5pm on the same day.

Have your tracking number, pickup booking number and pickup address handy. Alternatively, you can drop your labelled parcel off at an NZ Post store.

Some common reasons parcels can’t be picked up are poor packaging, oversized parcels, no address label, no label code on the address label, or if we can’t find the parcel.

If you have fixed the problem that prevented your parcel from being picked up, you can book another pickup online or drop your parcel off at your local NZ Post store.

Alternatively, please contact us to find out why we couldn't collect your parcel.

If your parcel is at NZ Customs, NZ Post is unable to intervene or speed up this step. NZ Customs timeframe to assess parcels is between 3-5 working days. If the parcel is found to be compliant it will be released to NZ Post for delivery.

Action may be required by you to release your item for delivery. Instructions on the next steps you may need to take are outlined in the Tracking tool.

Released from border agency

If your parcel's tracking status says 'Released from border agency' but has not moved, it can take up to 10 working days from here for NZ Post to receive your parcel for processing. If more than 10 working days have passed since border agencies released your parcel, please contact us so we can help locate it.