Online FAQs

Our FAQs section has a list of answers to commonly asked questions.​

Aramex is a signature required company. If you are not home, we can’t risk your parcel being damaged or stolen, so we take it to one of our trusted agents until you can pick up your parcel.

Below are the steps which are carried out, should you not be home to sign for your parcel:

  1. If delivery is unsuccessful, your courier will take it to your closest Parcel Connect agent
  2. The Parcel Connect agent safely stores your parcel awaiting collection, for up to 5 working days 
  3. If the parcel is not collected in this time, our courier takes it back to your local Aramex depot
  4. Aramex will then either:
    • Attempt redelivery
    • Contact the receiver for further instruction
    • Return to sender

If you have received a calling card, it is because no-one was home to sign for your parcel.

Using the calling card number, you can track which Parcel Connect Agent your parcel has been delivered to so you know where to go to collect your parcel. 

Example calling card number: CCL0000741771


You can track your package every step of the way using your label number on either Parcel Connect or Aramex New Zealand.

If this doesn't provide the information you need you can click on the Contact page. This will direct your query to our Customer Services team who will assist you.

We ask our agents to hold parcels for only a few days so that it does not disrupt their everyday business. However, we understand that sometimes you may not be able to collect your parcel within that time frame. 
If this is the case, see below for what to do: 

  • Just a couple of days: Call your Agent, they are usually happy to hold onto your parcel for an extra couple of days.
  • Longer than a week: call 0800 FASTWAY to organise for your Regional Depot to hold your parcel for you, or make alternative arrangements.

Take in some ID so your agent can verify you, and it is always helpful to bring in your Calling Card or text message notification.

  1. Get a quote online
  2. Buy your label online for your parcel
  3. We send you a confirmation email with your label & invoice attached
  4. Pack & label your parcel.
    If you don’t have a printer you can clearly write the label number on the parcel for our agent to manually enter
  5. Take your parcel into any one of our Parcel Connect agents
  6. The agent will scan your parcel into our network and a Aramex Courier will pick it up on their next cycle.

The maximum accepted weight/size of a parcel through a Parcel Connect agent is 15kg cubed weight. Take a look at our cubing guide on calculating parcel weight.

If your parcel exceeds our size and/or weight limits, unfortunately we're unable to collect it. However, you can contact Aramex to make alternative arrangements.

Cubic weight is also known as Dimensional Weight, and is a pricing technique for commercial freight transport which uses an estimated weight that is calculated from the length, width and height of a package.

Even though an item may weigh only 4kgs, due to it’s size, it may be 15kgs of cubic weight.
e.g. A large duvet  may be relatively light but large

Download our handy cubing guide here.

Our website uses a Google Maps to autofill the form. Reset the webpage and then slowly type in the full address. You should see the address you want populate automatically.

If the address you want is a unit or an apartment, then follow the example below: 

Apartment 20
38-42 The Terrace


20/38 The Terrace, Wellington, New Zealand

No Printer? No Problem!

1. Download the label onto your phone using the email link we sent you - keep this handy.

2. Clearly write the name and address of the person you are sending to and importantly, include the label number. e.g. EG0000001628

3. When you take your parcel into the Parcel Connect Agent, simply display the digital label on your phone so they can scan it. Make sure the barcode is prominent.

If the agent we suggested for you is too far away, or not convenient then you can contact your local depot on 0800 FASTWAY and they will be able to help you.

Once the agent scans your parcel, our couriers are notified and they will collect your scanned parcel from the your agent on their next courier cycle.

Please note: If you drop your parcel in the afternoon – this could mean the following morning

Your parcel will be delivered according to our Standard Delivery Schedule: 

  • 1 working day for local deliveries
  • 1 -2 working days for within island deliveries
  • 2 – 3 working days for between island deliveries

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

  • There is a 15kgs cubic limit on parcels (no larger than a banana box)
  • No perishables
  • No dangerous goods
  • No parcel to exceed 1metre in Length

    This is because we use a variety of businesses as our pickup and drop off points.
    If you need to send something that meets the criteria above, our Aramex service may be just what you need.

The only way to arrange sending a parcel through Parcel Connect is by ordering and paying via the Parcel Connect website. We've partnered with DPS to make payment transactions easy and secure.


If you’re having issues with your payment, please contact DPS directly on 0800 PAYMENT(729 6368) or [email protected].

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

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

For more information about this, please see our cubing guide

All items must be securely and sufficiently packaged to protect the contents. This is your responsibility.


  • Choose the right sized box/ packaging for your items. Too large and the box may collapse if something is placed on top.
  • Make sure your packaging isn’t damaged. For example don’t use a box that is ripped – or it could damage your items.
  • Use cushioning like newspaper, bubble-wrap or foam to protect your items
  • Secure everything with Packing tape – regular tape typically isn’t strong enough

When making a claim, you’ll be required to provide two forms of evidence:

  1. Cost price

You must be able to prove the cost price of the goods, for example providing a copy of the supplier invoice.

  1. Type of goods

You must be able to prove the type of goods that traveled in the actual parcel, for example providing a copy of the selling invoice.

Online enquiry form


The pricing for sending parcels is based on the greater of the actual weight and cubic weight.  It's important you calculate this to ensure your parcel is labelled correctly; otherwise you risk it being returned to you.

How do I calculate cubic weight?

You’ll need to know your parcel’s actual weight and its cubic weight, as the delivery rate is calculated on whichever is the greater.

The cubic conversion rate is 200kg per cubic metre, so

cubic weight = H x W x L x 200

  1. Convert measurements to metres.
  2. Multiply the height x width x length x cubic conversion (200) to get the cubic weight.

Example: (H) 0.45m x (W) 0.35m x (L) 0.30m x 200 = 9.45kg

  1. So, if the actual weight of this parcel was 5 kilograms and the cubic weight was 10 kilograms, the greater weight of 10 kilograms is used to calculate the label price.

Download our handy cubing guide here.

It is the Aramex policy to obtain a signature on all deliveries so if you’re unable to accept your delivery in person you can select to provide us an 'authority to leave without a signature' and nominate a safe place for us to leave your parcel.

Download and fill the form below, and send back to your nearest Aramex depot.

Authority to leave without a signature form

Parcel Connect is a convenient alternative to postal or traditional courier services, providing customers with parcel pick-up or delivery services via a network of outlets across New Zealand.
Customers purchase their labels online and can drop in their parcels outside of normal business hours.
We currently have 200+ active agents across the country and are looking to grow rapidly to provide our customers with excellent coverage across NZ.

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. 

SEND - How does it work?

  1. Get a quote online
  2. Buy your label online for your parcel
  3. We send you a confirmation email with your label & invoice attached
  4. Pack & label your parcel. If you don’t have a printer you can clearly write the label number on the parcel for our agent to manually enter
  5. Take your parcel into any one of our Parcel Connect agents
  6. The agent will scan your parcel into our network and a Aramex Courier will pick it up on their next cycle.

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 parcel to see where your parcel is at any time. 

Parcel Connect agent's are simply the stores that we use to service the Parcel Connect network. 
They range from dairy's to gas stations to book stores - all places along the routes you would normally travel. 

Our agents are in easy and convenient locations with extended trading hours, so that it's easier for you to send, collect or return your parcel when it suits you and your busy lifestyle.

Click here for more information on becoming a Parcel Connect agent

Is your question not here?

Please contact us for any questions you may have about Parcel Connect

Contact Us