What if my package is stuck with New Zealand customs?

New Zealand customs can delay parcels while they process import paperwork and assess duties. If your tracking shows your parcel held at NZ customs for more than a few days, contact us on 08 8101 0345 and we’ll investigate with the carrier. Your parcel will eventually be released, but customs clearance times are beyond our control.

Customs clearance times vary, but parcels are typically processed within a few business days. However, if there are questions about the import paperwork or duties, clearance can take longer. Check your tracking regularly for updates.

Note: You’re responsible for any applicable NZ customs duties and GST assessed upon arrival. For more information on customs costs, see our FAQ on customs duties and import taxes.