DELIVERY QUERIES

Delivery queries are handled via EMAIL only.  This is the fastest way for our team to resolve your query and provides us with an email trail showing the action taken, and the responses made.  All queries are answered quickly, and response time is dependent on the nature of the query.  Our team is on duty from 8am to 6pm Monday to Friday, and emails are also monitored over the weekend.

PLEASE SEND ALL QUERIES TO:      cs@skyquick.nz

SkyQuick International use NZ Post for the final delivery of your parcel.   You will receive an EMAIL notification as soon as the parcel enters the NZ Post system, and this will provide you with the NZ Post tracking number and a link to the NZ Post website.   You will be able to communicate directly with them on most issues.   If your sender DID NOT provide an email address for you, please email SkyQuick International NZ Customer Service, and ask for the NZ Post tracking number.

CUSTOMS CLEARANCE

All parcels entering NZ must be cleared through NZ Customs. Our appointed Customs Broker is E Retail Distribution.  In most cases, all orders with a value UNDER NZ$1000 can be cleared through customs in advance and without intervention. However, NZ Customs has the authority to ask us to hold any parcel.  They may ask for additional information to verify the contents or value and may request that the parcel is made available for an examination.  MPI (Ministry of Primary Industries) may also request this if they believed there may be a Biosecurity issue.

If your order is over $1000 in value, it will require a full Customs Clearance.  You will receive an ARRIVAL NOTICE (via email) from our Customs Brokers, E RETAIL DISTRIBUTION.  You will be asked to supply a CLIENT CODE / CUSTOMS NUMBER. In some cases, payment for Duty/GST and Customs Fees may also be required.  E Retail Distribution will advise you directly of any payments or additional paperwork required and explain the reasons why.  If necessary, they will Invoice you directly and once paid, the parcel will be released for delivery. Please respond directly to their email regarding this process.