COVID-19 update 26 March: Temporary entry restrictions remain in place at the NZ border – for more information please refer to either the Immigration NZ website or the Ministry of Health website. The border is open ONLY to NZ citizens and residents, Realm countries, Australian citizens and permanent residents ordinarily resident in NZ, airline and marine crew. More Customs’ information in relation to COVID-19 is available on this website. For more information about the NZ Government’s COVID-19 response, please refer to the official COVID-19 website.
Find your parcel
To find out where your parcel is, you need to contact New Zealand Post, the courier, fast freight or shipping company. They receive, store, track and deliver the parcels. Customs won’t contact you about them, and can't trace your parcel.
New Zealand Post
As the New Zealand Customs Service doesn't store or track goods, we can't trace your parcel.
Overseas mail parcels arrive at the New Zealand Post International Mail Centre in Auckland where they are screened by Customs and the Ministry for Primary Industries.
New Zealand Post then delivers your parcel, unless more information is needed or if you need to pay charges. If this is the case, they'll send you a letter.
If your parcel is addressed to a person at a private address and you need to pay charges, the letter will say they hold your parcel awaiting Customs clearance, and enclose a Customs invoice. When you've paid, they'll deliver your parcel.
If your parcel isn't addressed to a person at a private address, the letter will say you need to arrange for clearance through a customs broker or freight forwarder or by the New Zealand Post brokerage team on 0800 736 348.
Independent freight companies
In some cases, independent freight companies, including YouShop or E Retail, are responsible for receiving and delivering your parcel.
If more information is needed or if you need to pay charges, they'll contact you by email, telephone or letter. In some instances, they'll carry out the Customs clearance on your behalf, usually for a fee.
Watch this video to find out why parcels are held for clearance at the International Mail Centre and what you can do to make the clearance process easier.