Why has the tracking not updated?
Tracking will only update when the parcel is scanned in, or out, of a SkyQuick International handling facility.  If the parcel is showing In Transit to Destination, the scanning will only update when it passes through the next scanning location.   If you need more info, please email Customer Service at cs@skyquick.nz

Why is there no Customer Service telephone number?
SkyQuick International NZ use EMAIL only for all Customer Service activities. This is the fastest and most efficient method to resolve queries and avoid call centre queuing.  99% of queries cannot resolved over the phone and will always result in follow-up emails. We require an email trail so various staff can access the query history.  The Customer Service emails are monitored throughout the day during business hours and often after hours.  Most queries are answered within 1 – 2 hours but all within 24 hours. Email Customer Service at cs@skyquick.nz

Why have I not received any delivery alerts?
This will be because the sender has failed to supply a valid email address for you. Without this, we are unable to communicate.  Unfortunately, data protection regulations do not allow us to add email addresses to the shipping data.

Can I collect my parcel from a depot?
In some circumstance, collection is available at our Auckland Airport facility.  This must be arranged in advance.  Email cs@skyquick.nz if you decide to use this option.  If your parcel has already entered the delivery system, this is not normally possible.

How long will it take for Delivery?
Delivery times vary greatly over the country. Once you see the  “NEW ZEALAND   –   ARRIVED HUB”    scan, the delivery process has begun.   From this point, estimated delivery times are as follows:

NORTH ISLAND
–             Auckland, main Metro Cities, and large towns: Next working day
–             Rural Areas: 2 – 4 days

SOUTH ISLAND
–             Christchurch Metro: 2 days
–             Dunedin, Queenstown, Timaru and other large towns:  2- 3 days
–             Rural Areas: 3 – 5 days

Why does my tracking say  “Attempted Delivery – Unable to Deliver – Please Contact Customer Services”.
There can be many reasons for this. If you have already received your NZ Post Tracking number via one of the Delivery Alert emails, then go straight to www.nzpost.co.nz, enter your NZ Post Tracking number.   If you see a link to NZ Post, click on that and addition information and options will be available.

Why is my parcel showing Held in Customs / Awaiting Customs Clearance?
NZ Customs assess all inbound and outbound freight manifests and decide if any action is required relating to contents, values, biosecurity risks (MPI), or other declarations.  NZ Customs may request us to present your parcel for physical examination.   If so, this will show on our SkyQuick International tracking page and the process can take up to 3 – 5 working days.   You will not receive an alert if your parcel enters this process, so please refer to the tracking page.   If your parcel has a declared value over $1000 then you will receive an Arrival Notice from our Customs Broker with information on this process.

Why have I received an Arrival Notice?
This is most likely due to the declared value of your order being over NZ$1000.   The Arrival Notice is sent via Email from our Customs Broker, E Retail Distribution.    Please respond directly to this email and supply the information requested.    You may be required to provide a Customs Client Code and pay Duty and GST.   Our Customs Broker will take you through this process and will invoice you directly if Duty / GST payments are required.

Why have I received an email from E Retail Distribution?
E Retail Distribution are our appointed Customs Broker and we work side by side with them.   They will send you an Arrival Notice and will guide you through the Clearance process. If fees are to be paid, they will deal with you directly, but you must respond to their emails in order to complete the process.

My parcel is under the $1000 value threshold.   Why have I been asked to pay for a Tariff Classification?
All orders over the value of $400 require a Tariff Classification which can only be done by a qualified Custom Broker.    If the order has NOT BEEN Classified by the sender, then there may be a small charge for this.   Please respond to any email received from our Customs Broker, E Retail Distribution.

What is MPI, and why have I been asked for further information?
MPI is the Ministry of Primary Industries and deals with Biosecurity Risk.   If there is deemed to be risk with your parcel, an MPI entry will need to be made which usually results in an examination.   Our Customs Broker, E Retail Distribution, will contact you looking for more information on the contents of your parcel.  This will always apply to foods, plant-based goods and animal products.    Undeclared goods will be seized and destroyed, and fee may apply.

I placed multiple orders from the same Retailer, and all are under $1000.  Why am I being asked to pay Duty /GST?
If you place multiple orders at the same time, from the same Retailer, and they arrive in NZ on the same flight, the values of the multiple orders will be added together.  If the combined values are over $1000, then they will be deemed to be a single order for Customs purposes.