Need Assistance With A Courier Sent Through Parcelport? Give Us A Free Call At 0508 PAYPORT

Help

 

 

If you can't find the answer below please feel free to give us a free call 0508 PAYPORT (0508 729 767) or 09 280 6213 if you are calling from a mobile phone or send us an email, our email address is listed on top of the website

Parcelport Call Centre opens Monday to Friday 9am to 5pm Closed Public Holidays and Weekends

For queries relating to deliveries, track and trace, you may contact the carrier's customer service on:

  • Post Haste 0800 106 828
  • Castle Parcel 0800 404 303
  • NOW couriers 09 526 9170

SERVICES & SERVICE STANDARDS

 

PARCEL PICKUP:

Our couriers will collect your parcel during their next cycle. During normal business hours this is usually within 2 – 3 hours of your booking. Orders placed before 12pm will be picked up same day, otherwise next business day.

 

DELIVERIES:

LOCAL & REGIONAL SERVICE:

- LOCAL - Delivery same day if picked up prior to 12 noon (label your item clearly 'SAME DAY delivery' or use URGENT SAME DAY RUN stickers) 
                 - Delivery next business day if picked up after 12 noon

- OUTER AREA - Delivery next business day

- REGIONAL - Delivery next business day

 

NATIONWIDE SERVICE:

- WITHIN ISLAND - Delivery next business day

- INTER ISLAND TWO DAY SERVICE - Delivery in two business days

- INTER ISLAND OVERNIGHT SERVICE - Delivery next business day

 

NATIONWIDE EXPRESS SATCHEL SERVICE: - Delivery next business day nationwide

Satchels in 6 Convenient Sizes:
Xtra Large 450mm x 450mm, Large 360mm x 415mm, Medium 280mm x 390mm, A4 225 x 325mm, Small 210mm x 260mm, Letter 150mm x 260mm, 

     

 

RURAL & RESIDENTIAL DELIVERY:
Delivery between 7am and 5pm
Signatures may not be obtained
May add an additional day to normal service standard

 

SATURDAY DELIVERY:
          
Please also note that not all carriers will provide Saturday delivery to all area, when you place a consignment our system will tell you whether Saturday delivery is available for that particular route.

 

SIGNATURE OR AUTHORITY TO LEAVE:

Our standard policy is that no items are delivered without a signature from the recipient. If this occurs the courier will leave a ‘calling card’ at the address detailing when the delivery was attempted and the ticket number. The recipient will then need to call the courier company on the ticket to arrange redelivery or pick up from the local branch.

If you are comfortable with leaving the package without signature, you can provide us with an Authority to Leave. If this is provided, the courier will leave the package even if there is no one to receive and sign for it. Please note that this indemnifies Parcelport and its agents against any loss or damage.

 

PACKAGING & LABELING GUIDE

Correctly packaging, labeling and securing your items helps our carrier to deliver them in a timely and safe manner. These guidelines will help you to comply with their Conditions of Carriage.

 

Satchels (Express Packs)

  • To prevent flat or paper items creasing, place them between two strong pieces of card.
  • If you are sending heavier items, ensure they are securely wrapped in an inner bag or box that will retain the items in the unlikely event the satchel becomes ripped or damaged. If you are using an inner bag or box, please ensure that the destination address is also on this.
  • Do not overload the satchels. While they are strong, we recommend a weight limit of no more than 25kg for our xtra large satchel and 10kg for all others.
  • Do not send any Dangerous Goods in the satchels.

 

Outer Packaging

  • Always use stable corrugated boxes with their flaps intact.
  • Avoid using boxes with structural weakness, including holes, tears or corner damage.
  • Make sure that the box is big enough to place adequate cushioning around all sides (including top and bottom).
  • Use only approved packaging for Dangerous Goods items.

 

Internal Packaging

  • Good examples of internal cushioning are: bubble wrap, shredded paper, corrugated cardboard and polystyrene nuggets.
  • Ensure all items are wrapped individually, and there is sufficient packing material between them in order to avoid product - to - product damage. Loosely packed items will move in transit and cause damage as they knock against each other.
  • Protect sharp edges with tape and padding.
  • Fragile stickers are advisable (These alone are not sufficient packaging).
  • Remember the 5/5 rule for fragile items: 5cm from the walls, base and top of the box and 5cm of cushioning around each individual item.

      

 

Seal it Securely

  • Boxes must be closed securely by using two or three strips of tape on both the top and bottom of the box.
  • It is very important to use a strong packaging tape, do not use: masking tape, sticky tape, duct tape or string.
  • Tape should be a minimum of 4cm in width.

 

Label it Correctly

  • It is important to include a contact name and phone number with the area code.
  • Ensure the item is addressed to a physical address as we do not deliver to PO Box numbers.
  • Remove all old labels and stickers from used boxes.
  • Always include a full return address and phone number on the inside of the box.
  • Ensure Dangerous Goods requirements are met, see Dangerous Goods Guide below. 

 

Saturday Deliveries
     

For a Saturday delivery to the main metropolitan areas simply attach a Saturday delivery ticket to your ticketed item and label your item clearly 'Saturday delivery'.
In some case you may need to purchase Saturday Delivery tickets in advance from our customer service team. 

 

Authority To Leave
       

 

Our standard policy is that no items are delivered without a signature from the recipient. If this occurs the courier will leave a ‘calling card’ at the address detailing when the delivery was attempted and the ticket number. The recipient will then need to call the courier company on the ticket to arrange redelivery or pick up from the local branch. Please note perishable goods are not cover by our insurance, to ensure perishable goods are delivered in a timely manner in case the recipient is not home to sign for the delivery, you may like to consider using Authority To Leave.

If you are comfortable with leaving the package without signature, you can provide us with an Authority to Leave. If this is provided, the courier will leave the package even if there is no one to receive and sign for it. Please note that this indemnifies Parcelport and its agents against any loss or damage.

 

Some Useful Labels

 

Use this label to highlight to the depot sorters that the parcel is travelling on an express service, e.g Inter-Island Overnight Service

Use this label to highlight to the depot sorters that the parcel is travelling on a local same day service

Use this label to highlight to the depot sorters that the parcel is for recipient to collect from the depot.

 

DANGEROUS & PROHIBITED GOODS GUIDE

There are some items that our carriers cannot deliver because of the nature of the item, it's priceless value, legal reasons or because transporting the item may present a safety risk to our couriers.

 

Prohibited Goods.

The list below details items that cannot be sent through Post Haste:

  • Animals (We can send live fish etc)
  • Jewellery
  • Cash
  • Negotiable Instruments
  • Bullion
  • Coins
  • Precious Stones
  • Antiques
  • Original Artworks or other valuables
  • Some Dangerous Goods (see below)

 

Dangerous Goods

When you are sending items that are hazardous eg: paints, aerosols and batteries, you must follow our carrier's Dangerous Goods (DG) Policy before it can be accepted for transport.

You must complete a Dangerous Goods Declaration Form for each consignment sent. The items must be packaged to meet with the legislative requirements for the particular sending class. Each Dangerous Goods Consignment must be marked and labelled in accordance with the information supplied by the manufacturer of the goods.

Dangerous Goods Declaration Forms. Once courier company has been chosen. Visit appropriate web site to download forms. For exapmle: Post Haste

If you have any questions about our Prohibited or Dangerous Goods Policies please contact us

 

DANGEROUS GOODS POLICY

 

Our carriers has devised the following policy to manage the handling and cartage of Dangerous Goods (DGs). The overriding objective is to ensure a commitment to legislative requirements with minimal disruption to customer's expectations.

 

  • The policy is set to work within the legislative requirements of the Land Transport Rule - Dangerous Goods 2005,the current International Air Transport Association (IATA) regulations and the International Maritime Dangerous Goods (IMDG) regulations.
  • The management team is committed to ensuring that all employees and contractors involved in the processing of DGs are competently trained in line with this policy.
  • It is the responsibility of our carrier's employees and contractors to ensure that these requirements are met before any further handling or processing of DGs.
  • This policy is to be applied in conjunction with our carrier's Health and Safety Policy and with the guidelines set by our carriers and their contractors and it's operating standards.
  • Our carriers retains the right to amend this policy without prior notification and will ensure that any changes are effectively communicated.

Our carrier companies will endeavour to assist their customers wherever possible to ensure that service levels are maintained at all times.

Conditions of Acceptance

  • Our carrier has restricted itself to certain classes or divisions of DGs that do not require segregation during transport. Refer to Tables A and B to identify which DGs we accept and for any additional limitations.
  • All DGs presented for transport must be properly identified, declared using our carrier's approved documents, clearly and correctly marked and labelled, and packed in approved packaging for transport. It is the shipper's responsibility to meet these requirements.
  • DG Declaration forms for each item must be provided in duplicate.
  • DGs that have a subsidiary risk will not be accepted.
  • The Shipper is responsible for ensuring all the legal requirements of the Land Transport Rule - Dangerous Goods 2005, the International Air Transport Association (IATA) regulations and the International Maritime Dangerous Goods (IMDG) regulations and conditions set out in the carrier's Dangerous Goods Policy and Guide have been met.

Customers should be aware that DGs may be returned to them if criteria of this policy are not met.

Accepted Dangerous Goods - Other Than DGLQ

Except for items that fall under the Dangerous Goods in Limited Quantities (DGLQ) as described in Table B, our carrier has elected to restrict ourselves to the following classes or divisions of Dangerous Goods as described in Table A:

Table A: Accepted DG's - other than DGLQ

Class or Division Class or Division Name Packing Group Weight / Volume Restriction per Package Limitations
2.1 Flammable Gas
Aerosols Only
N/A 25 Kgs UN 1950 - Only, each individual Aerosol receptacle not exceeding 1 Litre
2.2 Non Flammable Gas N/A 25 Kgs  
3.0* Flammable II 25 Litres Maximum inner package 20 Litres
Liquid III 25 Litres Maximum inner package 20 Litres
6.2 Infectious Substances N/A Refer Special Notes Must be in UN Specification Packaging
9.0 Miscellaneous III 25kgs / 25 Litres Provided no segregation from Food Items

*Please note: Will only be transported by road

Accepted Dangerous Goods in Limited Quantities (DGLQ):

  • An approved dangerous goods declaration form must accompany all DGLQ packages/consignments. There is no provision for Consumer Commodities and Small Packages.
  • Each package must have the words Dangerous Goods in Limited Quantities or the abbreviation DGLQ and be labelled with approved class or division labels for each risk in the package.

Our carrier has elected to restrict themselves to the following classes or divisions of Dangerous Goods that may be declared as DGLQ for transport by road or air as described in Table B:

Table B: Accepted Dangerous Goods as DGLQ

Class or Division Class or Division Name Packing Group Physical State Maximum Quantity per Inner Packaging Maximum Quantity per Package Limitations
2.1* Flammable Gas Aerosols N/A Gas 1 Litre water capacity 25 Kgs UN 1950 Only
Flammable N/A Gas As authorised 5 Kgs UN 1057 only. With prior approval only
Refer Note 1 Gases     Road Only    
2.2 Non Flammable Gases N/A Gas 500ml water capacity 25 Kgs Excludes gases that have an oxidising or corrosive risk
II Liquid 1 Litre water capacity 25 Kgs As per DGLQ Schedule 2 Land Transport Rule 2005.
3.0* Flammable Liquids III Liquid 5 Litres water capacity 25 Litres As per DGLQ Schedule 2 capacity Land Transport Rule 2005.
4.1* Flammable Solids II Solid 500g 1 Kg With prior approval only
5.1 Oxidising Substance III Solid 1 Kg 10 Kg**  
Liquid 1 Litre 1 Litre**  
Solid 100g 5 Kgs Of type B or C not requiring temperature control
5.2 Organic Peroxides N/A Liquid 25ml 5 Litres Of type D, E, or F not requiring temperature control
N/A Solid 500g 1 Kg Of type D, E, or F not requiring temperature control
N/A Liquid 125ml 1 Kg Of type D, E, or F not requiring temperature control
II Liquid 100ml 1 Litre Of type D, E, or F not requiring temperature control
6.1 Toxic Substances III Solid 3 Kgs 10 Kgs With prior approval only
Liquid 1 Litre 2 Litres With prior approval only
8.0* Corrosive Substances III Solid 5 Kgs 5 Kgs With prior approval only
Liquid 5 Litres 5 Litres With prior approval only

Note 1: Transported by road and within the island only
*Will only be transported by road
**For consignments destined within island the maximum quantity per package is 25 Kg.

Special Notes

  • Due to company air transport policy, DGs of class or division 3, 4.1 and 8 cannot be presented for air transport. These excluded classes or divisions will be transported by road and may not meet expected service standards offered.
  • The inner packaging limits for substances, materials or articles, which are identified as severe marine pollutants and which are permitted in limited quantities, shall not exceed 500ml for liquids or 500g for solids.
  • Carriage of Dry Ice Consignments:
  • If Dry Ice is sent as a consignment on its own then all the criteria for this policy must be met.
  • If the Dry Ice is used as a refrigerant for DGs that require Dangerous Goods documentation (DGD), the quantity of Dry Ice used must be shown on the DGD and all the criteria for this policy must be met.
  • If the Dry Ice is used as a refrigerant of non-hazardous material, a DGD is not required, however all other requirements with respect to marking, labelling and packaging of this policy must be met.
  • Routine Diagnostic Specimens and Low Risk Biological Products:
  • These items do not require any documentation. They must however be marked and labeled with a yellow Bio Hazard diamond label or with the words Routine Diagnostic Specimen.
  • The items must be packaged as per the requirements for class or division 6.

 

 

LOSS & DAMAGE CLAIMS

Tracking your item

If you need to query the delivery status of your consignment, you can confirm via Track and Trace, or contact us. Remember to have your consignment number ready.

 

Missing or damaged items

Contact our customer service centre and tell the representative the following:

  • The consignment number for your consignment
  • Receiver details, receiver phone number is known
  • Details of the contents, packaging and value of item

If an item is damaged, please retain the original packaging, please do not dispose off the damaged item or the original packaging.

If an item is missing, we will provide you with regular progress reports until the item is located.

In the unlikely event that your item cannot be located, you are entitled to submit a claim for the cost price of the goods provided that notification has been received within 7 days of delivery for damage and 14 days of despatch for loss.

Please see the list of Prohibited Items which can not be sent nor claimed

 

How to Make A Claim

 

The Loss Claims Process

Once we have been informed that a consignment has not been delivered, a POD (Proof Of Delivery) will be undertaken, followed by a national depot search. If the consignment has not been found, and you have notified us within the valid time frame, the query will be forwarded to the Claims Department. You must notify us of a potential loss claim within 14 days of the despatch of the item.

 

The Damage Claims Process

Once we have been informed that a consignment has been damaged, the goods will be collected from your customer (please ask your customer to retain the original packaging, please do not dispose off the damaged item or the original packaging, as the damaged goods and the original packaging will need to be collected from your customer for assessment) and we will then asses if the goods are salvageable or can be repaired. If the goods are salvageable / repairable, they will be returned to you for assessment. Once this has been completed, the query will be sent to the Claims Department. You must notify us of a potential damage claim within 7 days of the delivery of the item.

 

The Claims Process

Once a query has been received by the claims department, a letter will be sent asking you to supply us with the following information:

  • A copy of the invoice the goods travelled on
  • An invoice to our carrier charging them the cost price replacement for the goods on claim
  • If the value of the consignment is over $250, the intended recipient of the goods will be required to sign a Statutory Declaration
  • Maximum claim for each consignment is $1500.

Please note that all claims will be assessed in accordance with our carrier's conditions of carriage.