Customer Alerts

July 12th 2022

Some of our carriers will be experiencing delays around the country due to recent wild weather, please check with your local Pack & Send service centre on ETAs.

March 

Omicron Disruptions

With Omicron prevalent in the community we are starting to see its effect with many of our carrier partners who are all suggesting that they are struggling to manage freight volumes.  Many staff are starting to test positive and isolating at home so we appreciate your patience during this time.

Please allow some extra time for your collections and deliveries and always check with your closest Pack & Send for more accurate ETAs.

Service suspensions due to situation in Ukraine

Some of our international carriers will be be suspending shipping services to and from Ukraine temporarily to help keep their employees safe. This may also affect inbound services to Russia until further notice. As always contact your closest Pack & Send for more info.

 

November/December Freight Delays

Peak Season Update

We have had numerous updates from all of our carriers recently around delays due to surging freight volume throughout the country.

In addition to this; with Ferry disruptions and Auckland being at Alert Level 3 and with high Covid-19 positive case numbers (note that at this time last year New Zealand was in Alert Level 1) many businesses are unable to accept face to face contact compounding delays in and out of Auckland.

Get your seasonal sending sorted earlier this year

The best way to combat this is to get your sending organised, please be patient and save a smile for your local overworked couriers and consider that all transport and logistics staff are working in strained and challenging times right now!

We highly recommend that if you’re sending Christmas gifts abroad to start planning to avoid any last minute panic towards the end of the year, factor in extra delivery time and save yourself or your loved ones any grief this Christmas

Please note if you are considering sending an item to a business address, please make sure the business is open before despatching the item.

 

Factors out of our control slowing down deliveries

There has been an exceptional upswing in home deliveries as businesses shift to online trading, alert levels are in place across NZ and major inter-island freight disruptions (including an Aratere mechanical issue) are all factors that are slowing down supply chains.

We expect the reopening of retail and other businesses residing in Covid-19-restricted areas will additionally create further resupply challenges and urgency.  The supply chain is finite in capacity including resources, and we ask for an allowance of time as the Pack & Send network and our carriers manage this eventuality.

 

We appreciate your support, patience and kindness during our peak season as the industry navigates pre-Christmas volume, Covid, periodic inter-island delays, global port congestion, equipment shortages and space constraints!

 

COVID NEWS – Yes we’re still delivering during all alert levels!

What’s happening at your closest Pack & Send Service Centre?

Level 2

Aside from recommended hygienic practices (which includes staff wearing masks, scanning and sanitising in-store plus contactless deliveries) it’s basically business as usual!

Level 3

During Level 3 our service centres  are still operating offering 100% contactless pick ups and deliveries. We encourage you to only book an appointment with us via phone or online during this time.

Level 4

Our service centres are still operating behind closed doors offering 100% contactless pick up and delivery. Please only contact us via phone and online during Level 4. We can also now send non essential freight during this period.

Freight delays

These can be expected at the moment in and out of Auckland (due to border control measures).

Online Self-service

This will be turned off if any region is at Level 4 still.

Important information

• Please contact us via phone and online during Level 3 & 4
• We can now send non and essential items at Level 4
• Please ensure our couriers can deliver safely to your premises with at least 2m distancing
• Don’t send items to Auckland businesses addresses that are closed
• Please only book your pick ups and deliveries by phoning or emailing our service centres

Thanks and keep boxing on New Zealand!

 

1st March 2021 – Level 3

Our Auckland stores are still open and will revert back to contactless pick ups and deliveries, we encourage you to book an appointment with us via phone or online and if you must come in-store please practice social distancing and adhere to our hygiene requirements. There is also potential for freight delays into Auckland so your patience is appreciated at this time. Other non-Auckland PACK & SEND stores will been operating normally with health & safety procedures in place. Don’t forget you can also book and pay online for your convenience!

14th May 2020 – Level 2

Bring on Level 2 – we welcome you! Well, we’ve made it, thank you New Zealand. When you visit our service centres again from today on, health & safety will be paramount and you won’t need to queue! It’s also likely that you’ll encounter our friendly store owners themselves for a high level of freight expertise, that personal touch and of course a bit of banter. They’ve missed you and look forward to seeing you again soon. Of course, you can still book your consignments by phone or online. Enjoy your new found freedom!

27th April – Level 3

Now that we’ve hopefully packed and sent Level 4 away, all of our service centres can now pick up and deliver everyday freight as from today. As you would guess there’s a decent backlog and we appreciate your patience, especially for residential deliveries. We’d love to see you again soon however please book your deliveries by phone or online via your closest service centre. We’ll of course pick up using contactless procedures and deliver safely to your chosen destination!

 

31st March

Our service centres are still here to help pack & send your worries away as much as possible during the lockdown period. If you need some important items picked up and delivered or you’re an essential business we are still offering ‘behind closed doors’ services for essential services and items. We’re still providing contactless pickups and deliveries and prefer that you only book online or via phone to keep us all as safe as possible at this time.

What are essential items and non-food essential items?

The ‘Essential Items’ definition is intended to cover things that are a necessity of lifeie. food, medicine, baby items, healthcare and related supplies and equipment. It is difficult to be prescriptive about what an essential product is and it is beyond our expertise to list every item here. MBIE’s latest release mentions that Essential Items cover only those products that keep people nourished, warm and maintain peoples health. 

MBIE’s latest news release stipulates that the Government has decided that the sale of non-food essential goods will be now allowed – in recognition of the need for people to safely isolate, stay connected to one another and work or study from home. Non-food essential items which we can also now pick up and deliver may include, for example, blankets, heaters, kitchenware and appliances, whiteware, computer equipment, and mobile phones.

27th March

While our retail stores are temporarily closed during the lockdown period, as an Essential Business provider we are still ‘Open behind closed doors’ offering contactless freight services such as pickups and deliveries (local and international) for other Essential Businesses only, or for personal deliveries deemed ‘necessities of life’ such as medical supplies, food and essential home items. Note that physical distancing protocols must be adhered to when our courier is collecting your parcels.

 

25th March

Temporary closure of our service centres

From 11.59pm Wednesday 25th all PACK & SEND service centres will close. All in-store services will be unavailable until further notice.

Thank you for your understanding and patience after we’ve worked through the implications for PACK & SEND’S services following the notification of the COVID-19 alert Level 4 in the next 24 hours.

While some of our delivery services have been deemed essential services to ensure delivery of necessities to New Zealand we’ve made this difficult decision for the benefit and safety of not only all of our team but New Zealand as a whole.

As a result, from 11.59pm Wednesday 25th March PACK & SEND service centres will close, and in-store services will be unavailable until further notice. This will help reduce the risk to staff and customers of any social transmission of the virus.

We will be providing regular updates to this blog over the coming days in anticipation of your queries. This is an uncertain time for all of us, but we are committed to keeping our people, customers and communities safe during the COVID-19 pandemic.

 

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24th March

As Transport & Logistics is classed an essential service PACK & SEND will be designated as such and will remain open to provide essential services such as packaging, fulfilment and parcel and freight delivery to New Zealand and overseas businesses and homes. We’re open for business and here to help!

The health and safety of our team members and customers is very important to us, and we are taking the necessary health and safety measures to ensure your shipments can be delivered, safely and securely as always – with zero compromise on the wellbeing of all parties. Further, PACK & SEND is offering unique solutions to help you through these unprecedented times, including those listed below:

Contactless Pick-up and Delivery

There’s no need to visit us in-store, if you require our services but prefer to avoid face-to-face contact which is our preference, we can easily conduct all communication via phone and email. We can also arrange for contactless pick-up and delivery that complies with recommended social distancing measures to your home, or essential places of work. Payments and completion of documentation can also easily be arranged online with your closest service centre.

Office Equipment Delivery to Homes

If any staff are working from home and require business equipment such as computers, tablets, printers, phones, or any office supplies, we can home-deliver these to the door in a contactless fashion. We can also assist with importing additional supplies or equipment you may need to purchase from overseas.

Personal Effects & Care packages

If you wish to send care packages to family and friends anywhere in New Zealand or even overseas, we can send personal shipments as well. If you have or had an urgent need to depart New Zealand or another country, we can assist in shipping your belongings from wherever they are, to you. You can also get an instant quote for smaller items and arrange sending and importing via our Book & Pay online self-service platform.

Delivery Services and Transit Times:

Our carriers are not currently experiencing major disruptions to their global parcel delivery network.
Customers that have very time sensitive international freight (particularly to Europe), are advised to allow an extra day to the normal transit time.

Helping with Prevention:

Your health and safety is our first priority. We are closely monitoring guidance from the World Health Organisation (WHO) and the New Zealand Ministry of Health. Our measures include:

• Practicing social distancing whenever possible.
• Follow appropriate hygiene protocols.
• Taking extra measures to ensure the sanitation of our premises and vehicles to make sure that everyone stays safe.

We are also encouraging customers to always keep at least 1.5 metres apart from each other and 1.5 metre distance from staff members whilst in our Service Centres.
Please help us, in that if you feel unwell, have been in contact with an infected person, or have returned from an affected place abroad, please do not visit our Service Centre. Contact us to make alternative arrangements.

Thank you for respecting these guidelines that we have put in place for the safety of our customers and staff.
We are keeping this webpage up to date so please check here for the latest developments
For specific enquiries on any potential delivery disruptions to any destination, please phone or email yor local PACK & SEND Service Centre.

 

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20th March: Whilst we are trading as usual, we are also taking precautions to protect our people and customers and assist the national effort to help limit the spread of Coronavirus.

Further, PACK & SEND is offering unique solutions to help our customers through the COVID-19 disruption as outlined below.

• Helping with Prevention
• Solutions to help you through the COVID-19 distruption
• Delivery Service Updates

Helping with Prevention

Your health and safety is our first priority. We are closely monitoring guidance from the World Health Organization (WHO) and the Australian Government Department of Health. Our measures include:

• Practicing social distancing whenever possible.
• Follow appropriate hygiene protocols.
• Taking extra measures to ensure the sanitation of our locations to make sure that everyone stays safe.

We are also encouraging customers to always keep at least one metre apart from each other and one metre distance from staff members whilst in our Service Centres.

Please help us, in that if you feel unwell, have been in contact with an infected person, or have returned from an affected place abroad, please do not visit our Service Centres or contact us to make alternative arrangements.

 Thank you for respecting these guidelines that we have put in place for the safety of our customers and staff.

Solutions to help you through the COVID-19 disruption

 PACK & SEND can provide a range of unique solutions during these unprecedented times, including those listed below.

Contactless pick-up and delivery	If you require our services but prefer to avoid face-to-face contact, we can easily conduct all communication via phone and email.  We can also arrange for contactless pick-up and delivery that complies with recommended social distancing measures.
Office Equipment Delivery to Homes	If any staff are working from home and require business equipment such as computers, tablets, printers, phones, or any office supplies, we can home-deliver these to the door in a contactless fashion.  We can also assist with importing additional supplies or equipment you may need to purchase from overseas.
Personal Effects & Care packages	If you wish to send care packages to family and friends anywhere in Australia or even overseas, we can send personal shipments as well.

Delivery services and transit times

Our carriers are not currently experiencing major disruptions to their global parcel delivery network.

Customers that have very time sensitive international freight (particularly to Europe), are advised to allow an extra day to the normal transit time.

This page will update you on any major disruptions that are likely to occur from time to time.

For specific enquiries on any potential delivery disruptions to any destination, you are advised to contact your local PACK & SEND Service Centre.