When stuff zappens, we’re here to help

Services & Service Standards

Parcel Pickup

Our couriers will collect your parcel during their next cycle. During normal business hours this is usually within 2 – 3 hours of your booking. Orders placed before 12pm will be picked up the same day, otherwise the next business day.

Deliveries‍

Our couriers will collect your parcel during their next cycle. During normal business hours this is usually within 2 – 3 hours of your booking. Orders placed before 12pm will be picked up the same day, otherwise the next business day.

Local

• Delivery same day if picked up prior to 12 noon (label your item clearly ‘SAME DAY delivery’ or use URGENT SAME DAY RUN stickers).
• Delivery next business day if picked up after 12pm
• Outer area and regional - Delivery next business day
• WITHIN ISLAND – Delivery next business day.
• INTER ISLAND TWO DAY SERVICE – Delivery in two business days.
• INTER ISLAND OVERNIGHT SERVICE – Delivery next business day.\
• NATIONWIDE EXPRESS SATCHEL SERVICE - Delivery next business day nationwide.

Satchels in 6 Convenient Sizes:

• Xtra Large 450mm x 450mm
• Large 360mm x 415mm
• Medium 280mm x 390mm
• A4 225 x 325mm
• Small 210mm x 260mm
• Letter 150mm x 260mm

Rural & Residential

Delivery between 7am and 5pm. Signatures may not be obtained. May add an additional 1 to 2 working day to normal service standard.

Saturday deliveries

Please note that not all carriers will provide Saturday delivery to all areas. When you place a consignment our system will tell you whether Saturday delivery is available for that route. 

SIGNATURE OR AUTHORITY TO LEAVE - You can’t stay home all day waiting for a parcel to arrive. 

Our standard policy is that no items are delivered without a signature from the recipient. If this occurs the courier will leave a ‘calling card’ at the address detailing when the delivery was attempted and the ticket number. The recipient will then need to call the courier company on the ticket to arrange redelivery or pick up from the local branch.

If you are comfortable with leaving the package without signature, you can provide us with an Authority to Leave. If this is provided, the courier will leave the package even if there is no one to receive and sign for it. Please note that this indemnifies Zappy and its agents against any loss or damage.

Loss & Damage Claims

Tracking your item

If you need to query the delivery status of your consignment, you can confirm via Track and Trace, or contact us. Remember to have your consignment number ready. 

Missing or damaged items

Contact our customer service centre and tell the representative the following:

• The consignment number for your consignment
• Receiver details, receiver phone number is known
• Details of the contents, packaging and value of item

If an item is damaged, please retain the original packaging, please do not dispose off the damaged item or the original packaging.

If an item is missing, we will provide you with regular progress reports until the item is located.

In the unlikely event that your item cannot be located, you are entitled to submit a claim for the cost price of the goods if notification has been received within 7 days of delivery for damage and 14 days of dispatch for loss.

Please see the list of Prohibited Items which cannot be sent nor claimed

How To Make A Claim

The Loss Claims Process

Once we have been informed that a consignment has not been delivered, a POD (Proof Of Delivery) will be undertaken, followed by a national depot search. If the consignment has not been found, and you have notified us within the valid time frame, the query will be forwarded to the Claims Department. You must notify us of a potential loss claim within 14 days of the despatch of the item.

The Damage Claims Process

Once we have been informed that a consignment has been damaged, the goods will be collected from your customer (please ask your customer to retain the original packaging, please do not dispose off the damaged item or the original packaging, as the damaged goods and the original packaging will need to be collected from your customer for assessment). 

We will then assess if the goods are salvageable or can be repaired. If the goods are salvageable/repairable, they will be returned to you for assessment. Once this has been completed, the query will be sent to the Claims Department. You must notify us of a potential damage claim within 7 days of the delivery of the item.

The Claims Process

Once a query has been received by the claims department, a letter will be sent asking you to supply us with the following information:

• A copy of the invoice the goods travelled on.
• An invoice to our carrier charging them the cost price replacement for the goods on claim.

If the value of the consignment is over $250, the intended recipient of the goods will be required to sign a Statutory Declaration. Maximum claim for each consignment is $1500.

Please note that all claims will be assessed in accordance with our carrier’s conditions of carriage.

Other

If you can’t find the answer above please feel free to give us a free call 0508 729 767 or 09 280 6213 if you are calling from a mobile phone or send us an email, our email address is listed on top of the website 

Zappy Call Centre opens Monday to Friday 9am to 5pm. We’re closed on public holidays and weekends.

For queries relating to deliveries, track and trace, you can contact the carrier’s customer service on:

• Post Haste 0800 106 828
• Castle Parcel 0800 404 303
• NOW couriers 09 526 9170