From September 2024 to February 2025, we’ll be completing the transition of your account and systems to NZ Post’s systems and solutions. Customers will be moved across in stages during this time. Look out for an email from us to confirm the changes, when they’ll happen and what it means for your business. If you have any concerns about the timing, please contact your Business Manager if you have one or email [email protected].

Until then, please continue to use your current PBT ticketing or labelling solutions.

Your customers’ experience is our priority. We’re proud to be rated NZ’s most trusted courier company, and we have plans underway to continue to deliver the best experience for you, your customers, and Aotearoa New Zealand.* 

We’re focused on meeting our high service standards and our continued investment in our receiver experience is providing record levels of customer satisfaction. 

We have New Zealand’s most extensive delivery network. We’re currently part-way through a $200 million multi-year investment in our parcel processing capabilities that will ensure we have enough capacity to take on all the parcels sent through PBT today, with plenty of space for future growth.

We understand the value of visibility. Once you’re fully transitioned to NZ Post, you and your customers will have full visibility throughout the parcel journey with tracking, parcel notifications, estimated delivery times and more. Your customers will have control to redirect, view and track their parcels. 

Our solutions are driven by customer research. We conduct and regularly share independent third-party research to understand trends, needs and preferences of parcel senders. 

Lastly, we know you and your customers care about our impact on the environment, employees, communities, and supply chains. We’re making progress towards our goal of net-zero emissions by 2050 by reducing the energy from our buildings and the emissions from our vehicle fleet, including purchasing New Zealand’s first hydrogen-powered truck. We have big plans to make even bigger reductions in our, and your, carbon footprint.

* Independent brand tracking study, TRA, April 2024  

From 1 October 2024, if you have any courier enquiries, please contact our Customer Assist team on 09 977 0236 or [email protected] from 8am – 6pm Monday to Friday. We have a dedicated transition team with the expertise to support you.

Please contact our Customer Assist team on 09 977 0236 or [email protected] from 8am – 6pm Monday to Friday for any investigations, claims, or credit requests.

Until your account fully switches to NZ Post, please continue to use PBT systems such as PBTOne.

Once your account and systems switch to NZ Post systems and solutions, you’ll have 30 days to familiarise yourself with your new solution. Your access to create labels, order tickets and book courier pickups using PBTOne will be switched off after this period.

You’ll continue to have access to view historical information in PBTOne until 28 February 2025. Make sure you download any reports or records that you’d like to keep before this date.

Yes. Your PBT pre-paid tickets remain valid, and you can continue to use these at this time. You can continue to order labels, bags and tickets from PBT until your account fully switches to NZ Post.

Once your account switches to NZ Post, please order NZ Post tickets and stationery. We’ll provide instructions on how to access our online ordering portal when your account is set up.

Please don’t apply PBT and NZ Post tickets to the same parcel. You can continue to use your PBT tickets at this time. When you’re running low on stock, please switch to ordering prepaid tickets online. See below for more FAQs on ordering from NZ Post

Follow these steps to choose the correct NZ Post pre-paid tickets for your parcel:

1. Weigh and measure your parcel – find your parcel’s actual and volumetric weight. The greater of the two will be the weight you should use when choosing a ticket.
2. Find the right ticket colour – use our sector guides to find the right ticket colour depending on where you’re sending the parcel from and to.
3. Apply a single base ticket and, if needed, excess tickets to cover the weight of your parcel – remember the weight you use is the greater of your parcels’ actual or volumetric weight.

Things to be aware of:

• Base tickets cover the price of sending a parcel up to a certain weight limit. Only one base ticket should be applied per parcel.
• Excess tickets are used if your parcel weighs more than the weight allowance of your base ticket. Apply the correct number of excess tickets needed, in addition to your base ticket, based on the weight of your parcel. Each parcel must have a base ticket before an excess ticket is applied.
• For example, if your parcel weighs 25kg and your base ticket weight allowance is 15kg and your excess ticket allowance is 5kg per ticket, apply your base ticket and two 5kg excess tickets to cover the total cost of sending.
• Use the correct colour for excess tickets – the colour you choose corresponds to where the parcel is being sent from and to. We have different coloured excess tickets for each sector. Apply the ones that match your base ticket colour.
• Although our tickets have weight limits printed on them (e.g. up to 25kg or 0.125m3) these may not be applicable. Please refer to your pricing tables to understand your weight limits per ticket.

Our pre-paid tickets have weight limits printed on them (e.g. up to 25kg or 0.125m³), however these may not be applicable to your business. Please refer to your pricing tables to understand your weight limits per ticket.

Your pricing was emailed to you on 16 September 2024. Please email [email protected] if your business hasn’t received this email.

Use our sector guides to understand which tickets can be used depending on where you’re sending your parcel to. Choose the guide that matches where you’re sending your parcel from to understand which areas are covered by the following ticket types:

• Local
• Local Towns
• One Sector
• Two Sector
• Island to Island
• Island to Island Economy

Our pre-paid tickets, packs and sectors are very similar to the PBT ones you are familiar with, but there are some differences for example the product names and codes you use when ordering. To make it easy to make the switch, see our guide to pre-paid tickets, packs and sectors

If you want your parcel to be delivered on a Saturday, you’ll need to attach a green pre-paid Saturday delivery ticket to your parcel. Order these online.

You can book a courier pickup on our website. You’ll need your Site ID or pickup address to make a booking. We’ll email your Site ID when your account switches to NZ Post.

To arrange for a parcel pickup from a different location to be sent to you, you’ll need to book a freight forward (FF). This is a Signature-Required service with a next working day delivery target*.

You’ll need to provide the pickup address, delivery address, and chosen pickup date. On collection, please write the FF ticket number on the item. It will then be weighed to determine the price you’ll pay, and our courier will attach a label.

Book online using our freight forward portal. Login by entering your Account Number and Authority Code. We’ll email these to you when your account switches to NZ Post.

Please be aware, bookings made after 12pm may not be collected until the next working day.* Collections from rural or remote areas may take longer.

* Delivery targets are a guide only. Delivery outside major towns and cities, including to and from rural or remote areas will take longer.

Like PBT, we have size and weight limitations for parcels being sent in our network. This is to ensure parcels can be handled safely and efficiently. These are:

If you send over these limits, no immediate action is required from you. We’re collaborating with PBT and our subsidiary Fliway to ensure larger items will continue to be delivered during the transition.

Once your account fully transitions to NZ Post, you’ll be able to use our XL service to send items up to a maximum actual weight of 30kg, maximum volumetric size of 0.15m3 or maximum length of 1.8m. If you send items over these size and weight limitations, we’ll work with you to find an alternative solution, such as Fliway.

Once your account fully transitions to NZ Post, you’ll be able to use our XL service using our online sending tools such as eShip or APIs.*

The XL service must be used when sending parcels outside our standard size and weight limits up to a maximum actual weight of 30kg, maximum volumetric size of 0.15m3 or maximum length of 1.8m. You’ll need to choose the XL option in eShip or via your API integration and apply a red XL identification sticker to your parcel. These are free of charge and can be ordered online.

* Our XL service is not available for customers using pre-paid tickets.

If you receive an exemption from PBT, we will confirm if there need to be any changes to the type of exemption required. Each customer’s exemption will be different, so we need to do this individually.

Based on what the exemption is for, we will review the information provided to us by PBT and confirm whether the exemption can continue as usual. We'll be in touch as soon as possible to confirm your exemptions. If you need any support in the meantime, please email us at [email protected].

Check our domestic delivery updates for up-to-date general information on the delivery of courier parcels and mail within New Zealand. If there is an unexpected event, such as weather disruptions, we’ll update this page to let you know if we’re experiencing delays.

See our international delivery updates for current information on sending or receiving parcels from overseas.

Once you’re fully transitioned to NZ Post’s systems to label or ticket your parcels, you and your customers will have full visibility throughout the parcel journey with tracking, parcel notifications, estimated delivery times and more.*

You can use our online tracking tool or our ParcelTrack API to track your parcels.

* Our parcel notifications service is not available for customers using pre-paid tickets or bags.

Once you’re using NZ Post systems or solutions to label or ticket your parcels, your customers will have access to NZ Post’s parcel tracking and notifications.* They will have control to redirect, view and track their parcels.

Your customers can track their parcels using our online tracking tool or our mobile app.

Our parcel notifications service keeps customers updated with email or SMS notifications. We will send email delivery notifications to your customers when you provide an email address in the NZ Post system you use (e.g. eShip or APIs). Customers receive notifications when the parcel is collected, when it’s with the courier for delivery, when it’s been delivered, and when an attempted delivery has been made. Email notifications are free and SMS notifications cost 12.5c per message. Learn more about parcel notifications.

* Our parcel notifications service is not available for customers using pre-paid tickets or bags.

Your customers can redirect their parcel as long as it’s not already out for delivery with a courier. Customers can request a redirect to another address within 75km using our online tracking tool.

Using our Leave my parcel service, your customers can give us the authority to leave their ‘Signature Required’ parcels in a safe place if they’re not around to sign for them. They can set this up for one delivery or all future deliveries. We’ll also provide a secure photo on delivery of where we left the item for peace of mind for ‘Signature Required’ or ‘Photo Required’ parcels. Learn more about Leave my parcel and Photo on delivery.

Using our Collect my parcel service, your customers can have their item delivered to one of over 360 collection locations around the country. These include Woolworths and NZ Post stores nationwide. Learn more about Collect my parcel.

If your customer misses a ‘Signature Required’ delivery, our courier will leave a card with instructions on how to collect their parcel and where to collect it from. They can also enter their tracking number using our Missed my parcel tool to view our redelivery or collection options.

If you are an existing PBT customer, we will automatically set up a NZ Post account for you. You do not need to take any action to create this. If, as part of the transition to NZ Post, you would like to open an additional account, we can manage this as part of the onboarding process. We’ll let you know how to request this when we’re ready to move your account to NZ Post.

You should have received an email from us in early September outlining the prices you’ll pay for courier services. If you haven’t received your pricing information, email [email protected].

Like PBT, some of our services have additional charges e.g. Rural, Saturday and Dangerous Goods deliveries. We call these Add-on service charges. Some of PBT’s add-on service charges will not continue once you have fully onboarded with NZ Post. These are:

• Rural Pickups
• Negative Pickups
• PBTOne Administration and Maintenance Charge

For invoices dated from 9 June 2024, you’ll need to make payments to NZ Post’s bank account and set up NZ Post as a supplier in your accounts payable system. If you need support in making this change, please email [email protected].

When your account fully transitions to NZ Post, you’ll receive our usual invoice which will look a little different from the one you have been receiving. Payments will continue to be due on the 20^th of the month following the date of invoice. Learn more about how to make payments.

If you use both PBTOne and eShip at the same time, you’ll receive two invoices and two statements (your current invoice and statement and your new NZ Post ones) until you have fully switched to using eShip. You’ll need to pay both invoices by the due date.

You can order tickets and stationery items, such as courier bags and labels, using our online ordering portal. We’ll let you know when your account has been set up. You’ll be asked to set up a password, and then you’ll be able to start ordering.

Once you’re logged in, click on ‘My Services’ then ‘Product Orders’ to start a new order. You can choose to pay through your account or by credit card.

When your access has been set up, you’ll receive an email from us to let you know. You’ll need to set up a password, and then your set up is complete. Follow these steps:

1. Access the ordering portal
2. Click ‘Can’t access your account?’
3. Enter your email address as your Username
4. Click ‘Reset Password’

You’ll receive an email from [email protected] with a link to re-set your password.

Yes, our ordering portal for Business customers currently uses our previous CourierPost brand. Emails are sent from [email protected] and you can trust these emails when setting up or resetting your password.

Once you’re logged in, click on ‘My Services’ and then ‘Manage Users’. Once you’ve entered the new user’s information, including email address, we will process the request. You’ll receive an email to notify you that the setup is complete.

NZ Post is permitted to carry certain classes of Dangerous Goods (DG) on your behalf, and we have robust systems and procedures in place. Please ensure you have received approval from us before sending any DG and comply with your legal obligations as a sender of DG.

The table below outlines NZ Post’s approved and unapproved DG according to their class:

PBT communicated with current senders of DG on 28 May 2024 on our behalf. If you send DG but haven’t received any communications from PBT about your approval to send DG, please contact PBT customer services or your PBT account manager.

If you send Dangerous Goods (DG) by courier with PBT today, we need you to provide more information to complete your approval to send DG.

Dangerous Goods information:

So that we can get you set up to continue sending approved DG as seamlessly as possible, please download and complete our Dangerous Goods information form (Word - 84KB) and email it to [email protected] as soon as possible, but no later than 5 June 2024.

Dangerous Goods declaration:

Please continue to provide completed and signed copies of the Dangerous Goods Declaration form (PDF - 120KB) each time you send DG parcels. You can use PBT’s form that you use today, or NZ Post’s form.