• Due to adverse weather expected across the country today please expect delays to some deliveries and pick-ups.

 

To help provide you, our customers, with clarification around the impact of the traffic light system New Zealand is now under and what impact these will have on Aramex New Zealand services, we have developed a list of key ‘Frequently Asked Questions’.

 

1. Is Aramex New Zealand an essential business?

Yes.  
Aramex New Zealand falls under the transport, freight and logistics sector which was classified as an essential business under the New Zealand COVID-19 government alert level status regulations. Under the Traffic Light system we can continue to operate under both the Red and Orange traffic light levels This extends to our Regional Franchisees, Couriers Franchisees and road linehaul contractors who provide services on behalf of Aramex. .

As a united network, we’ll continue to work hard to be your link to the rest of New Zealand through our local, nationwide and international pick-up and delivery service. 

 

2. What services will you continue to offer during the Red and Orange traffic light stages?

Aramex New Zealand will continue to operate our courier pickup and delivery services. Under the COVID-19 government guidelines. For more information please visit the government Covid-19 website.​ 

 

 3. What services will not be operating?

The current situation poses a number of operational limitations and challenges and therefore impacts some of our national services. 

For any region at Red; 

We’re suspending Saturday delivery service nationally 

We’re suspending domestic airfreight services until further notice 

For any region at Orange; 

We’re suspending Saturday delivery service nationally 

We’re suspending domestic airfreight services until further notice 

All same day delivery services, both locally and regionally are suspended until further notice 

 

4. Are there any restrictions on sending items to a region that is at Red?

If a business is unable to operate or closed at Red, please do not send freight. We are unable to store freight for businesses that are closed.

 

5. Are there any restriction on the type of items I can send into regions at orange or red?

We are not currently placing restrictions on the type of freight that can move through our network at orange or red.


6. Can I send perishables to a region in orange or red?

We request that customers who send perishable items confirm the intended delivery address will be open to accept the delivery. Our Courier Franchisee’s will follow the standard authority to leave protocols for all perishable items collected for delivery. 
Please refer to our Service Update if sending perishables to a rural address as there are some regions experiencing extended delays.

 

7. What will happen if I send a parcel to a business address that cannot be delivered?

To avoid delays or frustrations we ask customers to not send to a business address if there is a chance they are  unable to operate under the traffic light system. If freight is sent to a business address and can not be delivered  the item will be returned to the sender 

 

8. Should I expect service delays?

Yes. There are impacted services nationwide, therefore our normal service standards will not apply. For daily service updates please visit aramex.co.nz 

9. What precautionary safety measures are being put in place for Courier Franchisees and at the depot?

We have implemented a number of preventative measures throughout the network. This includes but is not limited to additional daily cleaning, as well as providing courier franchisees and depot staff with strict hygiene and physical distancing rules, support and advice. 

If couriers or staff develop flu-like symptoms such as a fever, sore throat or are feeling unwell, they will be asked to leave their place of work immediately, contact their local GP and not return to work until they possess a valid medical certificate, or a negative Covid-19 test. 

  

10. I still don't feel comfortable signing for a parcel. What measures do you have in place to avoid this?

We have put into place our contactless pickup and delivery measures, to ensure we comply with the governments social distancing protocols. This contact free solution will continue to provide our customers with a safe and convenient way to send and deliver parcels. Contactless pick up and delivery measure will remain in place for both the Red and Orange levels

 

11. Can you tell me more about contactless pick up and delivery procedures?

We have developed a contactless delivery option due to the COVID-19 situation. In cases where signatures are required the following procedures apply; 

The Courier Franchisee must alert the customer of their arrival by knocking on the door then stepping back to create a 2-metre distance 

The Courier Franchisee will then complete the delivery by using a special COVID-19 contactless signature check box 

If the customer is not home, they will follow an Authority to Leave- COVID-19 process whereby the Courier Franchisee will place the item in a safe place and take a photo as proof of delivery 

If there is no visible safe place to leave the item, an Aramex New Zealand Calling Card will be left providing further details on how you can arrange a redelivery. 

Contactless pickup options act in a similar fashion. 

- The Courier Franchisee will identify themselves 

- Ask the customer to place the item down and step back 2 metres. 

- The Courier will then complete the pickup and scan the item. 

  

12. Will my local depot be operating the same hours while we at red or orange?

Your Aramex New Zealand depot may be operating under reduced hours at red. Please check your local depot page for up to date trading hours information. 

 

13. Will my local depot be open for collection at red or orange? 

For Auckland at red, all depot reception areas will be closed until further notice and therefore, collections will not be permitted. 

If your parcel was unable to be delivered, please arrange a re-delivery via our website. Alternatively, you can create a standing Authority to Leave and specify your preferred safe location for parcels to be left. 

For the rest of New Zealand  all Aramex depots are open in Red and Orange settings for pick-ups and cash sales All customers are required to wear face masks and maintain social distancing requirements.

 

14. Can I collect my parcel from my local Parcel Connect agent?

Parcel Connect agents are able to operate at red and orange . All pick-ups and drop offs through a Parcel Connect agent will also adhere to Aramex New Zealand’s contactless pick-up and delivery policies. 

 

15. Do you have any contactless sending platforms we could implement during this time?

We recommend customers to utilise our electronic sending platform, MyFastway, for a contactless and streamlined sending process during level 4 lockdown. 

The myfastway portal is: 

Easy-to-use 

Simple and fast to sign up 

Self service 

Fully electronic 

Able to upload funds in an instant 

Suitable for businesses large and small 

Designed to print labels from any printer 

  

Our couriers are ready and can collect your parcels from your business or home address. If you are  
on the essential services list and would be interested in using our MyFastway platform, please sign up via myfastway.co.nz or email us on sales@aramex.co.nz.