What If My Package Is Stuck with New Zealand Customs?

If you’re in New Zealand and your package hasn’t arrived despite tracking showing it has reached the country, it’s likely held by New Zealand Customs awaiting duty or GST payment. This process doesn’t always trigger automatic notifications, so you may need to check the status and pay any applicable import duties proactively.

How to Check and Pay Duties

To check if your package is waiting for customs clearance:

1. Visit the NZ Post tracking page: https://www.nzpost.co.nz/tools/tracking
2. Enter your international tracking number (provided when your order shipped).
3. If customs charges apply, you’ll see an alert with a link to pay outstanding duties or GST.
4. Follow the payment instructions — once paid, your item will be released for delivery.

Still Not Sure What’s Happening?

If tracking shows the item arrived in NZ but hasn’t progressed, and there are no payment instructions:

• Call NZ Customs on 0800 428 786 (NZ only), or
• Visit their website: https://www.customs.govt.nz

Have your tracking number and shipment details ready.

Why This Happens

Customs processing times vary, and delays in duty assessment are common, especially for high-value shipments or those flagged for manual review. Customs doesn’t always contact recipients directly, which is why checking manually is helpful if your parcel appears stuck after arriving in New Zealand.

Note: For information about what customs duties and costs to expect, see our FAQ on customs duties and import taxes.