If the words used on your parcel’s status report are something like 'Customs Clearance', this does not necessarily mean that the New Zealand Customs Service is physically holding your parcel.
Customs does not normally hold goods themselves, but licenses certain premises to do so. These are known as Customs controlled areas (CCA) and include NZ Post, airlines, and various transport and freight companies.
Once you know your parcel is in the country, your first move should be to contact the carrier who brought it in: for example, New Zealand Post 0800 478 287 option 2 or – if your parcel was sent via Australian Post – DX Mail 0800 800 230.
Generally, you will be contacted by the carrier to arrange clearance as soon as your goods arrive. For postal items, you will receive either an assessment notice advising the amount payable, or a letter requesting that you arrange clearance, or produce further information.
Where an assessment notice has been issued, your goods will be released as soon as you pay the charges.
If you require clarification about a Customs matter in relation to your item please contact our National Contact Centre on 0800 428 786. We will require a Customs Reference number.
Last updated: Monday, 12 December 2011