Help

How does Parcel Connect work?

Then simply drop your parcels off at your chosen Parcel Connect agent. Your local Courier Franchisee will pick them up when they make their next scheduled visit to the Parcel Connect store (usually twice each working day).

Your parcels will go into the delivery network to make their way to the recipient as instructed.You can keep tabs of the delivery via Track your parcel to see where your parcel is at any time.

Parcel Connect is a cost-effective parcel delivery service that allows you to send, collect or return your parcels through one of the many Parcel Connect stores throughout New Zealand.

To send parcels you simply place your order on the website; choosing your local Parcel Connect agent from the interactive map as your parcel drop-off location.

You'll receive a confirmation email with the details of your order plus address labels. You must print them and affix one to each parcel, as the Parcel Connect agent won't accept any parcels without an address label.

How is the cost per parcel calculated?

The cost of the parcel is based on the cubed weight of your parcel, so you'll need to fill in the size of each parcel when ordering online.

The correct weight label must be purchased for the weight of your parcels.

 If a lower weight label is purchased, our Courier Franchisee is not obliged to pick up your parcel. If there are any issues, you’ll be notified via email, so it’s important you include your contact details.

Payment options

We've partnered with DPS to make payment transactions easy and secure.

Can I pay by credit/debit card over the phone?

The only way to arrange sending a parcel is by ordering and paying via the Parcel Connect website. We don't accept orders by phone.

I’m having hassles making my payment

If you’re having issues with your payment, please contact DPS directly on 0800 PAYMENT(729 6368) or support@paymentexpress.com.

What's the weight limit of parcels I can send?

Our weight limit is 15kg cubed weight.

Incorrectly labelled parcels will not be accepted by the courier

What’s the maximum size of parcels I can send?

The maximum accepted length of a parcel through a Parcel Connect agent is 1 metre.

Incorrectly labelled parcels will not be accepted by the courier

The website keeps telling me my parcel is over size or over weight
Fastway carry parcels up to 15kg cubed weight. The maximum length we carry through a Parcel Connect agent is 1 metre. If your parcel exceeds these limits, we're unable to collect it.

Are there any items you don’t carry?

There are certain items that we don’t deliver, detailed below:

  • Hazardous or dangerous goods such as flammables, toxins, acid, aerosols, oils, fuels, paints and asbestos
  • Perishables
  • Oversized/overweight freight (exceeding 15kg cubed weight)
  • Within the Parcel Connect network, we don’t carry freight in excess of 1 metre in length
 

Packaging guide

All items must be securely and sufficiently packaged to protect the contents. Your parcel will be handled several times by hand as it travels through our system. The item must be cushioned, protected, have suitable outer packaging and the corners protected.

Here are some tips on how to correctly package your item. Alternatively you can watch the video!

Find the proper size box for your delivery

Boxes which are too small may be liable to puncture outward and boxes that are too large are likely to collapse if another parcel is placed on top of it during delivery.

  1. Choose a good quality box
    Look for double-walled boxes, especially for deliveries that contain fragile items. Recycling packaging is encouraged; just make sure that the box isn’t ripped or punctured before you use it.
  2. Make use of cushioning items
    These include bubble wrap, packing peanuts, foam, or even newspaper. Whatever you choose, make sure that it's enough to prevent any damage. Fragile items will require more careful packing.
  3. Secure everything with packing tape
    Once you have the right box and packing material, it’s simply a matter of taping it all up so it doesn’t open during transport. Make sure that you use packing tape for this. Regular tape usually isn’t strong enough to secure a parcel properly.

Is the parcel insured?

Yes your parcel is insured up to the value of $2,000.

 

How will I know my order has been received?

When you successfully send a parcel using our website, you'll see a confirmation page.

You’ll also receive a confirmation email which includes the sender and recipient details. It also includes the label number(s) which you use to track your parcel.

What happens if I don't receive a confirmation email?

If you haven't received the confirmation email within five minutes, first check that it hasn’t come through as spam or junk mail. Otherwise, the payment process may not have been successful and you'll need to complete the transaction again.

If the transaction is unsuccessful - you'll see a message online which states that a problem has occurred.

If you still have queries on this, simply contact us with your details.

Do I need to print the label myself?

Yes. Once you place your order, you’ll receive a confirmation email with a link to your address label.

You must print the label and affix it to your parcel before dropping it at the Parcel Connect agent. Parcels without labels aren’t accepted.

If you have multiple parcels, remember to place the correct label on each parcel!

Can I have a tax invoice?

On the confirmation email for your order, there’s a link to a PDF copy of a tax invoice.

 

Do you deliver to post boxes?

No. All deliveries must have a valid street address for successful delivery.

I have several parcels to go to the same address, how do I arrange this?
You have the option to select multiple parcels when placing an order. This ensures each parcel receives its own individual tracking number. Remember, our prices are per parcel.

You can also include multiple items in the one box provided the total weight and size are within our weight and size guidelines.

When will my parcel be picked up and delivered?

Parcels are generally collected and delivered twice daily, Monday to Friday, and your parcel will be delivered as per our standard delivery schedule.

We’re unable to provide a time-specific pick up or delivery service.

If the recipient isn’t home, we’ll leave a calling card which will allow them to pick up the parcel from their local Parcel Connect agent. If there isn’t a Parcel Connect agent nearby, we’ll attempt to re-deliver the parcel on the next delivery cycle.

Can I arrange to have my parcel picked up or delivered at a certain time?

Unfortunately we’re unable to pick up or deliver parcels at specific times.

I want my parcel collected on Saturday / Sunday / public holiday. Is that possible?
You can drop off or collect your parcels from your local Parcel Connect agent at any time that they’re open. Parcels are only collected Monday to Friday.

I send parcels all the time, what can you do for me?

If you regularly send parcels Fastway Couriers may be right for you. If you’d like more information, then please get in touch with Fastway.

How do I track my parcel?

You can track your parcel on our website using your label number.

From the moment your parcel’s scanned when we pick it up from the Parcel Connect agent, you can see where the parcel is.

Delivery schedule

Our couriers will pick up at least once per day from our Parcel Connect locations.

From there our service standards will be;

1 working day for local deliveries

1 -2 days for within island deliveries

2 – 3 days for between island deliveries

Add an additional 2 days to the above service standards for deliveries destined to rural destinations.

Parcel Connect Flow