NZ Post damage claims (international) must be lodged within 10 days following delivery of the item. Enquiries for all International Courier missing, lost, or non-delivered items must be lodged within 30 days and for International Postal Service, claims must be lodged within 90 days following collection of the item.
Undelivered/Missing Parcel
Our first step is to always check the tracking information through NZ Post. If the parcel has reached its destination country, we then move on to the country's respective courier to find more tracking information if possible. If there is no viable reason or further tracking information found, this is now escalated to NZ Post and we begin the claims process.
If NZ Post themselves cannot find any more tracking information for the parcel, they will send a declaration letter to you for confirmation of a missing parcel. This needs to be completed and returned to NZ Post, otherwise the compensation will not be paid out. This letter will be posted to verify your address. You can request for the letter to be emailed if you provide proof (e.g., through Google Maps) that your address is verified.
Once they have received the signed letter, this claim will move to compensation. From here, we will need:
- A copy of your customer's invoice/purchase order
- A copy of cost/supplier invoice. NZ Post compensate on the cost value of the product, not the retail value. If the goods are handmade/manufactured by you, we will require supplier's invoices for the raw materials, or a screenshot of a software that determines the cost price to manufacture the goods
Damaged Freight
We begin this claims process by requiring detailed photos of the damage done to the items and the packaging – both internal and external. NZ Post has a damage assessment procedure they follow for each claim. If possible, the customer must take the damaged goods and packaging to the nearest NZ Post shop and ask for a damage assessment to take place. If they are unable to take the goods to a post shop, the damage assessment will be done through photographic evidence.
If the damage assessment results in an approval for compensation, we will require the following information:
- A copy of your customer's invoice/purchase order
- A copy of cost/supplier invoice. NZ Post compensate on the cost value of the product, not the retail value. If the goods are handmade/manufactured by you, we will require supplier's invoices for the raw materials, or a screenshot of a software that determines the cost price to manufacture the goods
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