FAQs

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Does PACK & SEND charge by volume or weight?

Most personal effects travelling by Air cargo are charged by weight. However, some items are very large in size but light in actual weight eg: surfboards, surf ski's etc. This type of item is called 'volumetric' and is charged by airlines for the space taken in the aircraft.

Sea cargo is charged by volume, not weight, although it generally starts to become economical when the size of your shipment approaches 1 cubic metre or 8 shipping cartons (Removalist Boxes 42x44x61cm).

What about duties, GST, VAT and Sales Tax?

Please note, that we have no control over foreign Customs Services or Local Authorities, who may undertake surcharges, or charge Duty, Tax, Quarantine or other fees, at their discretion, and in accordance with local regulations.

Duties, GST, VAT and Sales Tax vary from country to country. Usually if you own your personal effects for more than 12 months no taxes are payable. You may be asked for receipts to prove ownership and date of purchase.

Is there GST (Goods & Services Tax) on the freight charge for sending my goods overseas?

There is no GST in New Zealand on services for sending baggage overseas, or for export out of New Zealand.

What form of financial security do I have in the event of loss or damage of any of my goods in transit?

PACK & SEND offers a Gold Service which includes ‘Loss or damage protection warranty’ in the event of loss or damage in transit. Click here for more on Gold Service from PACK & SEND.

How do I get a price from PACK & SEND?

To obtain a price, phone our nearest PACK & SEND store, or go to our Estimate section. You will need to provide us the following information:

  • Description of the goods
  • Destination
  • The weight of the goods
  • The Length, width, height dimensions of your shipment to the nearest cm
  • Value of the goods

PACK & SEND provides a freight price estimate based on the weight and size information you have provided to us. At times, these measurements may be difficult for the customer to accurately provide to us, due to a lack of access to weigh scales or tape measures. In all instances, PACK & SEND will weigh all baggage received at our stores on our industry approved and certified digital scales and measuring equipment. We will advise the customer before despatch of a change in price, if weight or measurements are significantly different to that provided at the time of giving a price estimate.

Can I package the goods myself?

Yes. If you need packaging supplies, visit our stores and you will find everything you will ever need to package items. Alternatively, for your convenience you can purchase packaging materials online and have them delivered to you. To purchase packaging online, click here.

For fragile items we highly recommend PACK & SEND's professional packaging service. PACK & SEND may not accept goods that are not packed properly.

Your baggage is going across the world, not across the street so pack accordingly. Use suitcases or good quality strong boxes. Remember these are your valuable personal effects that in most cases cannot be replaced. Use common sense and do not overload boxes.

For health and safety reasons we suggest that no more than 30 kilograms (60 pounds) be packed per carton.

Do not use the red and white strip bags, as they split open and rip easy in transit. Do not use polystyrene or fruit boxes. Supermarket boxes are usually light weight boxes designed for groceries and not suitable for the rigours of the overseas freight environment.

Make sure your cartons are labelled clearly in English. You should also provide a phone number for the destination address if possible.

What items cannot be sent?

You will be surprised that some common items are considered dangerous goods and are not allowed on aircraft as cargo. Some of these include perfume, nail polish, matches, lighters, batteries, aerosols and paint. Packing dangerous goods in your baggage is totally unacceptable. Remember you might be on the same aircraft. You will be signing a freight consignment note which places the onus on you the shipper, that your consignment contains no dangerous goods.

FAILURE TO DECLARE DANGEROUS GOODS OR COMPLY WITH GOVERNMENT SAFETY REGULATIONS IS A SERIOUS OFFENCE.

What paperwork do I need to complete?

You will need to complete and provide to PACK & SEND a packing list, which simply is a list detailing the description of every item you have packed in each box.

Sea carriers and airlines need to know accurately the type of goods they will be transporting and Customs officials need to know accurately the type of goods entering their country. A detailed Packing list is likely to assist in a speedier clearance at your country of destination.

Do you arrange pick up?

Yes, and you need not wait around all day for a driver. We will be able to give you an estimated time of arrival (within an hour). Packages should be ready for collection at the front of your home, hotel or business at the arranged collection time to minimise delays.

Alternatively, you can lodge your goods at one of our conveniently located retail service centres throughout New Zealand.

Can I track & Trace my boxes?

If you would like to know the delivery status of your consignments, let us know when you book or lodge your items or parcels with us. With this notification, we will contact you to confirm delivery receipt details. We can communicate details to you by SMS text message, email or phone.

How long does it take for my goods to reach the destination?

This will depend on where you are sending the items and whether you choose an airfreight or seafreight service. As a guide, airfreight can be 3 – 5 days, whilst seafreight can be several months. Do not use seafreight if delivery dates are critical. Unlike airfreight, sea transport can be subject to numerous delays due to inclement weather, dock strikes etc.

What are the airline security requirements?

PACK & SEND maintains a high security standards for all goods handled.

Under Aviation Security Regulations, customers sending freight that will be transported by an airline are required to provide acceptable photo or signature identification when lodging their consignment. Failure to provide identification will result in your consignment being delayed.

Your baggage may undergo Government mandated security checks. Further, Customs officials in any country have the right to inspect your boxes without you present.

Government regulations forbid freight carriers to communicate any information about the intended airline flight until the consignment has been received by the carrier.

SECURITY IS A SERIOUS MATTER - PLEASE CO-OPERATE AND HELP US TO HELP YOU.

What form of payment does PACK & SEND accept?

We accept cash, personal cheques and major credit cards - American Express, Visa, Mastercard.