Frequently Asked Questions
Find answers about package forwarding, courier booking, shipments, charges, storage, restricted items, and account support.
Getting Started
What does Jetkrate do?
Jetkrate helps shoppers buy from overseas stores and ship purchases internationally using forwarding addresses in New Zealand, the United Kingdom, Australia and the United States.
How does package forwarding work?
Create your account, use your Jetkrate warehouse address at checkout, then choose shipping once the parcel appears in your inbox.
Do I need to include my JKRT number in the shipping address?
Yes. Always include your customer reference (JKRT number) exactly as shown in your account so inbound parcels can be matched quickly.
What happens if my package arrives without a JKRT number?
We attempt manual matching, but processing can be delayed. If it does not appear in your inbox, contact support with retailer and tracking details.
Shipping & Delivery
My package has been delivered to your warehouse. Why can’t I see it in my Package Inbox?
Inbound parcels are screened and tagged before they appear. This may take up to 2 business days after courier delivery.
When will you process my shipment?
Once your goods are received, you can ship immediately or wait for more arrivals. Processing priority depends on queue volume and warehouse operating hours.
How long does delivery take?
Transit time depends on origin, destination, selected courier service and customs clearance. Delivery estimates are not guaranteed.
How can I track my package?
After dispatch, a tracking number is shown in your account and shipment notifications.
What should I do if my package is delayed or lost?
Contact support with your shipment number so an investigation can be opened with the courier.
What happens if the package doesn’t arrive or isn’t delivered?
If a retailer delivery does not reach our warehouse, contact the retailer first. For outbound delivery issues, contact Jetkrate support and we will coordinate next steps.
Parcel Services
Can I combine or repack packages?
Eligible parcels can be consolidated to reduce duplicated costs. Repacking may be available to remove excess packaging, subject to item safety and handling constraints.
What happens if my retailer splits my order?
Split deliveries are common. Parcels appear separately in your inbox and can be shipped separately or consolidated if eligible.
Can Jetkrate return an item to the retailer?
Returns may be possible when the retailer accepts them and timing allows. Return shipping and retailer conditions apply.
Costs, Charges & Compliance
How long will you store goods in my Jetkrate account?
Free storage periods and paid extensions depend on current policy and warehouse. Check your account terms to avoid avoidable storage fees.
What happens if I receive a “Free Storage Ending” email, but I’ve already shipped or received my package?
If status has already updated on your side, contact support so records can be reviewed and corrected where required.
Are customs duties and taxes included?
Usually no. Import duties, taxes and destination fees are normally charged by border authorities and are separate from Jetkrate service charges unless stated otherwise.
Do I really have to pay tax and duty?
Yes. As importer, you are responsible for compliance and truthful declarations under destination-country law.
What payment methods does Jetkrate accept?
We accept Debit and Credit Cards (Visa, Mastercard, Amex, Discover), Apple Pay, Google Pay, PayPal, Cryptocurrency (BTC, BCH, ETH, WBTC, DOGE, LTC, SHIB, GUSD, USDC, USDP, DAI, BUSD — ERC-20 only via BitPay), and Bank Transfer (SWIFT). Available options can vary by shipment and destination.
Restricted Items & Account Support
Can I ship anything through Jetkrate?
No. Prohibited and restricted goods cannot be carried. Always review current restrictions before purchasing.
Can I ship vaping devices or nicotine products from New Zealand to Australia?
Australian rules are strict and may require valid permits or prescriptions. Customers remain responsible for legal compliance and documentation.
Can I ship blasters, replica firearms, or similar items?
No. Firearms, replica firearms, and similar prohibited goods cannot be shipped via Jetkrate.
Can I update my delivery or personal details?
Yes, update eligible details in your account settings before shipment release.
Need help with a specific shipment?
Log in and contact support with your parcel or shipment details so the team can assist quickly.
Need more than FAQ answers?
Use these pages when you want deeper detail on pricing, process and setup.