Do I need to purchase pre-paid courier bags, boxes or tickets?
No, you can use any box or envelope you have, as soon as you have submitted your booking just print out the barcode and stick it on your parcel.
What are the maximum weights/dimensions I can send?
The maximum weight per item is 25kgs. The maximum length is 1.9 meters.
What items are prohibited?
There are some items that Payport’s couriers cannot deliver because of the nature of the item, it’s priceless value, legal reasons or because transporting the item may present a safety risk to our couriers.
The list below details items that cannot be sent using Payport’s freight services:
• Animals (we can send live fish etc)
• Negotiable Instruments
• Precious Stones
• Original Artworks or other valuables
Can I send hazardous items?
Yes, however when you are sending items that are hazardous eg: paints, aerosols and batteries, please refer to our Dangerous Goods Guide in the Help section first as you must follow Payport Dangerous Goods (DG) Policy before it can be accepted for transport.
You must complete a Dangerous Goods Declaration Form for each consignment sent. The items must be packaged to meet with the legislative requirements for the particular sending class. Each Dangerous Goods Consignment must be marked and labeled in accordance with the information supplied by the manufacturer of the goods.
Dangerous Goods Declaration Forms are available in the Help section
If you have any questions about our Prohibited or Dangerous Goods Policies please contact the Payport team on free call 0508 PAYPORT (0508 729 767) or 09 280 6213 if you are calling from a mobile phone or send us an email, our email address is listed on top of the website
For more information about packaging your goods please refer to the Help section.
When will my parcel be collected?
Our couriers will collect your parcel during their next cycle. During normal business hours this is usually within 2 – 3 hours of your booking. In general, orders placed before 12 noon will be picked up same day, otherwise next business day, however if you would require earlier or later pickup time please let us know and we can arrange this for you, we can also arrange for daily multiple pickups if needed, e.g. one pickup at 7am in the morning and one pickup at 4pm in the afternoon.
Can I get a parcel collected from another address and charged to my account?
Yes, you can add different pickup addresses when you are logged in to the Payport Freight system, you can also add your own address as the delivery address to have a parcel delivered to you.
Can I track and trace my parcel?
Yes, to use Track and Trace, login to the Payport Freight system, and view your consignments in the Manage Consignment section. Your customers can also track and trace your parcel in the Track section below.
What happens if my parcel gets lost or is damaged in transit?
In the unlikely event that this does occur please contact us and we will assist you in making a claim. Please ensure that you have your unique ticket reference number. Read more about Loss & Damage Claims in the Help section
What happens if I send something and no one is there to receive it?
Our standard policy is that no items are delivered without a signature from the recipient. If this occurs the courier will leave a ‘calling card’ at the address detailing when the delivery was attempted and the ticket number. The recipient will then need to call the courier company on the ticket to arrange redelivery or pick up from the local branch.
If you are comfortable with leaving the package without signature, you can provide us with an Authority to Leave. If this is provided, the courier will leave the package even if there is no one to receive and sign for it. Please note that this indemnifies Payport and its agents against any loss or damage.
For more information about sending parcels and our service standards please refer to the Help section
Do I need an account login to use Payport?
Yes. Its quick and easy to setup and we can usually setup an account the same day.
I put the correct delivery address into the system but the system did not give me a service type to choose from?
This is a common error with names of small towns our system may not recognise, you may need to put the town name in the Suburb field, and put the region name in the City field, you may need to use google map to find the region name the town belongs to, for example the town Keri Keri belongs to the Bay of Island region, so in that case you will put Keri Keri as the suburb and Bay of Islands as the city.
This section is designed to help you with any questions you may have on our international services.
How does volumetric conversion affect my international shipments?
All international consignments are charged based on the total weight of the consignment, with the greater of actual or volumetric (dimensional) weight applying.
Do I need to complete a Customs Declaration form?
A Customs Declaration form is not required if you are sending documents. However, a Customs Declaration form is required for all non-document consignments. These can be completed on our website.
Are there any weight restrictions?
Maximum weight restriction is 30kg per item, however you may have multiple items on one consignment note. The total consignment weight must not exceed 500kg.
Are there any international charges that I should be aware of?
Export Entry Fee - All shipments with a value over $1,000 will incur an additional $14.25 (incl GST) export entry charge as levied by customs under the 'Customs and Excise Act 1996'. (New Zealand Customs regulations require a formal export entry to be completed for all export shipments valued at more than $NZ1,000. A fee is charged by Customs to the person or organisation completing this process. Post Haste do not make any margin on these fees.)
Are there any fees or regulations that I should be aware of with New Zealand Customs?
The New Zealand Custom's website is a resource available to importers and exporters to ensure they keep updated with the latest news, regulations and requirements to facilitate the importing and exporting of their goods.
Delivery Duty Paid (D.D.P) Administration Fee
If D.D.P or "free domicile" is required a $30 administration fee will apply. This is simply to recover some of the costs involved in having duty/vat charges reversed back to origin which is a time consuming manual process.
How do I know if my website is compatible with online payment processing?
Any website can be set-up to work in conjunction with Payport.
What do I need to get started?
1. You’ll need an e-commerce section on your website, which we can organise by working with your web developer.
2. A merchant account at your bank.
What plan do I need?
We will match the best plan for your business with your estimated number of transactions.
How do I open an account with Payport?
You can do this by calling our office on free call 0508 PAYPORT (0508 729 767) or 09 280 6213 if you are calling from a mobile phone or send us an email, our email address is listed on top of the website, we will then be in contact and have you set-up in no time.
Can I give refunds?
Yes, your customers can be refunded via Payport.
Can I set up reoccurring payments?
Yes, you can set up a recurring payment for a client.
Can I accept foreign currencies?
Yes, however you need to be set-up at your bank to receive each currency before we can organise it at Payport.
When does the money arrive in my bank account?
From Monday to Thursday, during working hours, the money will arrive in your account overnight (for Visa and Mastercard). Friday and weekend transactions will arrive the next working day.