What To Do If You Have Not Received Your Parcel

99% of parcels are delivered on time without any problems, but occasionally delivery delays do occur, and parcels go missing.

If you think that your parcel has gone missing or you have not received your parcel please read the information below. The quicker a parcel is recorded as missing and an investigation is launched into its whereabouts, the greater the chance of finding the missing parcel is

• All the parcels dispatched by Horoeka House have tracking numbers which mean that their delivery location can be traced by the courier provider to the property the parcel is delivered to
• We will send you an email with the tracking number once your parcel has been processed through dispatch

• You can follow the delivery journey of your parcel by entering the tracking number of your parcel into the courier companies tracking search bar
• You can find out more information on the different courier companies we use and links to their websites on our Shipping Information page
• If your parcel does not arrive within the standard target time please check with the courier company your parcel was dispatched with. Do not leave it any longer than the target time as the longer a parcel is missing the less chance there is of recovering it
• Please be aware that no courier company absolutely guarantees their delivery time frames, they only promise in good faith to deliver within the time frame target that has been paid for, to the best of their ability, barring unforeseen circumstances, such as extreme weather conditions, mechanical failures or accidental human error
• Once a parcel is in the possession of the courier company Horoeka House has no control over its delivery process and the responsibility for the safe delivery of your parcel is the courier companies. Although we have no control over the courier company’s delivery of your parcel we may be able to help you, by arranging for the courier company to launch an investigation into the location of your parcel, lodging a claim, or sending out a replacement or a refund of your item if necessary.
• If your parcel arrives in a damaged state or the items inside are damaged, please let us know within 24 hours of receiving your parcel so that a claim can be lodged for the damaged items with the courier company responsible. If possible report the damage to the courier company immediately
• Please be aware that if you have previously signed an ‘authority to leave’ form with New Zealand Post and or Courier Post, or the designated courier service that delivers your parcel, then the parcel delivery person will sign the parcel on your behalf and the signature required option becomes invalid. For more detailed information about Courier Post deliveries please see our shipping information page
• If you have chosen a No-Sign shipping option then once your parcel has been delivered to your property the responsibility for the security of the parcel becomes yours and if the parcel goes missing or is stolen off your property after delivery there is no insurance, replacement or comeback on the courier company who delivered your parcel or Horoeka House. For more information on the difference between signature required parcels and no-sign parcel please click this link
• All the parcels dispatched by Horoeka House have tracking numbers which means that their delivery location can be traced by the courier provider to the property the parcel is delivered to. Once a parcel has been delivered to the correct address the responsibility for the safety of the parcel is no longer held by the courier service provider but belongs to the customer. In other words, if your parcel is stolen or goes missing from your delivery address after it has been delivered by the courier neither the courier service provider or Horoeka House can be held responsible
• If you were unavailable to sign for a signature required parcel when the delivery person called, then the parcel will be returned to the courier service providers depot. Courier providers will only attempt to deliver a parcel between 1-3 times before it is returned to Horoeka House. Most courier service providers but not all will leave a ‘card to call’ informing you that they were unable to deliver your parcel because they could not obtain a signature
• If you receive a ‘card to call’ then follow the instructions printed on the card and or ring the courier service provider to re-arrange the delivery at a time when the parcel can be signed for or a location that you can collect the parcel from. Be aware that re-delivery or changing the parcel delivery location may incur extra costs over and above what you already paid to Horoeka House, and that you will be responsible for paying those extra costs either directly to the courier service provider, or to Horoeka House Ltd
• If delivery of your order is unsuccessful and the product is returned to us, we will refund you for the cost of the item but not the delivery fee

The difference between No-Sign & Signature Required Shipping Options

Signature Required Parcels – Our Recommendation

Signature required parcels require the receiver to sign for the parcel before the courier service will leave the parcel at your delivery address. All parcels that Horoeka House ship out are tracked, which means that the delivery progress of the parcel can be followed using the courier companies GPS scans of the parcel and the parcels tracking number. The tracking number of your parcel is sent out to you via email after your parcel has been processed through dispatch. The advantage of signature required parcels is that they are insured until the receiver signs for the parcel. Therefore, if the parcel goes missing you will not be out of pocket. The disadvantage of signature parcels is that someone will need to be at the delivery location to sign for the parcel when the courier driver arrives to deliver the parcel. You can learn more about what happens if you are not at home when the courier company delivers your parcel by reading our shipping information page. It should be noted that if you or someone else at your delivery location has signed an ‘Authority To Leave’ form with the Courier company then the courier driver is authorized to sign for the parcel on your behalf, and will leave the parcel somewhere on your property. Once the parcel has been signed by the courier driver you are then responsible for the security of the parcel and if it goes missing or is stolen before you are able to retrieve it, there is no insurance or comeback on either the courier company or Horoeka House for your loss.

No-Sign Parcels

No-Sign parcels allow the courier driver to simply leave the parcel at your delivery location without gaining your signature or alerting you to the delivery of your parcel. You are still able to track the delivery progress of your parcel and the parcel will be scanned at your address when it is delivered, which means that the courier company can check the GPS scans and verify that the parcel was in fact delivered to your delivery address. The disadvantage of no-sign parcels is that the parcel is only insured up to the point where the driver leaves the parcel at your delivery address. Once the parcel has been delivered to your delivery address you are then responsible for the security of the parcel and if it goes missing or is stolen before you are able to retrieve it, there is no insurance or comeback on either the courier company or Horoeka House for your loss. The advantage of the no-sign shipping option is the convenience of not having to be at the delivery location when the courier driver delivers the parcel. Although it is rare, parcels do go missing and get stolen from properties especially around holiday times. There are alternative and more secure options than no-sign parcel deliveries such as having your parcel delivered to a NZ Post parcel pod or local collection point. You can learn more about these options from the NZ Post website.

What About Rural Delivery Parcels?

Rural delivery parcels do not have a signature required shipping option because by default it is impractical in most rural locations to gain a signature from the receiver of the parcel. As part of your contract with the rural delivery service, you agree for the rural delivery driver to sign for the parcel on your behalf. As with the other shipping options, once the driver has left the parcel at the delivery location you are then responsible for the security of the parcel and, if it goes missing or is stolen before you able to retrieve it, there is no insurance or comeback on either the courier company or Horoeka House for your loss. It is less common for rural delivery parcels to go missing or get stolen although there are some rural areas that do have consistent problems with theft, in which case it may be prudent to have your parcels delivered to the care of a local store or petrol station.

How To Open An Investigation Into A Missing Courier Post Parcel

To open an investigation into a missing Courier Post parcel you can either

• Ring Courier Post directly on 0800 Courier (0800 268 745)
• Visit the Courier Post website by clicking on this link
• Visit the NZ Post website by clicking this link
• By clicking on the tracking number link in the dispatch email we have sent you and then clicking on the Lodge An Inquiry button

How To Open An Investigation Into A Missing Pass The Parcel Package

To open an investigation into a missing Pass The Parcel package you can either

• Ring Pass The Parcel directly on 0800 727 784
• Visit the Pass The Parcel Website website by clicking on this link
• By clicking on the tracking number link in the dispatch email we have sent you and then clicking on the Help Me Find My Parcel button