Shipping Information
Last updated: 24 March 2026 · Version: 1.1
Operator:Kapsule Group Limited (“Kapsule”, “we”, “us”, “our”)
Kapsule connects you with independent vendors across New Zealand. Each Seller manages their own shipping, but here is what you can generally expect when ordering from our marketplace.
1. Delivery Coverage
Kapsule Sellers ship throughout New Zealand, including both urban and rural addresses. Some Sellers may also offer international shipping so check the product listing or Seller's store page for details.
Delivery is available to all New Zealand addresses including:
- Urban addresses: Auckland, Wellington, Christchurch, Hamilton, Tauranga, Dunedin, and all other towns and cities
- Rural and remote addresses: Including RD (Rural Delivery) addresses
- PO Boxes: Subject to individual Seller policies
2. Delivery Timeframes
Delivery times depend on the Seller's location, your delivery address, and the shipping method. Typical timeframes are:
| Destination | Standard | Express |
|---|---|---|
| Urban NZ (same island) | 2–4 business days | 1–2 business days |
| Urban NZ (inter-island) | 3–5 business days | 1–3 business days |
| Rural NZ | 4–7 business days | 2–4 business days |
| Remote / offshore islands | 5–10 business days | 3–5 business days |
Processing time (1–3 business days) is additional. Sellers state their processing time on each listing.
During peak periods (Christmas, Boxing Day sales, Black Friday), delivery times may be longer. Sellers will update estimated delivery windows during these periods where possible.
3. Shipping Costs
Shipping costs are set by individual Sellers and are displayed at checkout. Common shipping options include:
- Free shipping:Many Sellers offer free shipping, sometimes with a minimum order value (commonly $50–$100).
- Flat rate: A fixed shipping cost regardless of order size.
- Calculated: Shipping cost based on item weight and delivery address.
If you are purchasing from multiple Sellers in one order, shipping is calculated separately for each Seller, as items are shipped independently from each Seller's location.
4. Rural Surcharges
Some Sellers may apply a rural delivery surcharge for addresses classified as rural or remote by NZ Post. This is because rural delivery costs more for carriers.
Rural surcharges, if applicable, will be clearly shown at checkout before you complete your order. Typical rural surcharges range from $3–$8 depending on the carrier and parcel size.
To check if your address is classified as rural, you can use the NZ Post address finder.
5. Carriers and Shipping Methods
Sellers on Kapsule use a range of New Zealand-based carriers and shipping services, including:
- NZ Post / CourierPost: The most common carrier for parcels and tracked mail across New Zealand.
- Aramex (formerly Fastway): A popular courier service offering competitive rates for same-island and inter-island delivery.
- Post Haste: Specialist courier for larger and heavier items.
- NZ Couriers: Reliable parcel delivery across New Zealand.
- Castle Parcels: Used by some Sellers for bulk or frequent shipments.
The carrier used is at the Seller's discretion. If you have a preference, you can message the Seller before placing your order.
6. Tracking Your Order
Most Sellers provide tracking information once your order has been dispatched. You can track your order by:
- Logging in to your Kapsule account and viewing your order details.
- Clicking the tracking link in your shipping confirmation email.
Some smaller items may be sent via untracked mail. The Seller will indicate whether tracking is included before you checkout.
Tip:If tracking shows “delivered” but you have not received the item, first check with household members, neighbours, and look for the parcel in a safe place around your property.
Tracking shows “delivered” but item not received: If NZ Post or the carrier tracking shows the parcel as “delivered” but you have not received it, the buyer is responsible for filing a non-delivery claim directly with NZ Post or the relevant carrier. Kapsule will assist by providing order and tracking documentation to support your claim. Contact NZ Post at nzpost.co.nz/help or phone 0800 501 501.
7. Lost or Missing Packages
If your package has not arrived within the expected timeframe:
- Check your tracking information for the latest status update.
- Contact the Seller through Kapsule messaging. They may be able to investigate with the carrier.
- Allow an additional 5 business days after the estimated delivery date, as carriers sometimes experience delays.
- If the package is confirmed lost, the Seller will arrange a replacement or refund.
If the Seller does not resolve the issue, contact Kapsule support and we will help under our Buyer Guarantee.
8. Delivery Issues
Common delivery scenarios and what to do:
- Left in a safe place: Carriers may leave parcels at your door or a safe spot. Check around your property and with neighbours.
- Card to call: If you were not home, the carrier may leave a card. Follow the instructions to rearrange delivery or collect from a depot.
- Wrong address: If you entered an incorrect address, contact the Seller immediately. Re-delivery fees may apply.
- Damaged in transit: Take photos and contact the Seller. See our Returns & Refunds Policy for next steps.
- Partial delivery: If you ordered multiple items and only some arrived, the rest may be shipping separately. Check your order details for multiple tracking numbers.
9. International Shipping
Some Sellers may offer international shipping. If available, it will be indicated on the product listing. For international orders:
- Delivery times are typically 7–21 business days depending on the destination
- All customs duties, taxes, and import fees are the buyer's sole responsibility. Kapsule does not collect or remit these fees. The buyer is responsible for all import charges levied by the destination country's customs authority.
- Items may be subject to inspection or delay at customs
- Return shipping for international orders is at the buyer's expense unless the item is faulty
10. Sustainable Shipping
Many Kapsule Sellers are committed to sustainable practices. You may find Sellers who:
- Use recyclable or compostable packaging materials
- Minimise plastic and excess packaging
- Reuse packaging where appropriate
- Offer carbon-neutral shipping options
Check individual Seller store pages for information about their sustainability practices.
11. Contact Us
For shipping-related enquiries, please contact us:
Email: [email protected]
Support hours:Monday to Friday, 9am – 5pm NZST
Postal Address:
Kapsule Group Limited (Kapsule)
Suite 13063, Level 1
6 Johnsonville Road
Johnsonville, Wellington, 6037
New Zealand