Support centre

Contact Jetkrate

Need help with your account, parcel, package forwarding order or courier booking? Start with the right support route so the team can investigate faster.

For common questions, check the FAQ or ask the on-site AI chatbot Krate the Kiwi. For suspicious activity or fraud concerns, use the dedicated Fraud Report Form.

SEND A SUPPORT REQUEST CHECK FAQ FIRST

Choose the right route

Support options before you submit

Best for supportContact formPreferred for account, parcel, shipment, payment and tracking questions because it reaches the support workflow reliably.

Self-helpKrate the KiwiUse Jetkrate’s AI chatbot on the website for common questions and quick guidance before contacting the team.

Suspicious activityFraud Report FormReport suspicious activity, impersonation, fraud concerns or security-related issues through the dedicated form.Email backupsupport@jetkrate.comEmail is available, but the contact form is preferred because replies or emails can be caught by spam or junk filters.

Send your request

Use the form and include the details that matter

The form is the best place for account, parcel, billing, delivery, tracking, prohibited-item or partnership questions. Clear messages with references reduce back and forth.

Response expectations

How customer support works

Average response time

Jetkrate’s average response time is 1 business day. Queries are answered in the order they are received.

If you have not heard back

If there is no response within 2–3 business days, please use the contact form again because email replies may have landed in spam or junk.

No phone customer support

Jetkrate does not provide customer support over the phone. Phone numbers are provided for ordering purposes only.

Respecting our support team

Helpful support needs respectful communication

Jetkrate is committed to providing prompt and helpful support, and we ask customers to communicate with patience and respect while the team works through each request.

Jetkrate maintains zero tolerance for disrespectful behaviour directed at support staff.
Jetkrate may refuse service to customers who are disrespectful toward the team.
Attempts to gain attention or expedite service by leaving 1-star or low reviews during an active support interaction will not be tolerated.

Fair-review guidance

Feedback and reviews are welcome. Please wait until your interaction has concluded before leaving a review so your assessment is complete and fair.

If something needs investigation, keep the conversation factual, include the right references and allow the team time to respond in queue order.

Warehouse operating hours

Deliveries and processing run on warehouse business days

All Jetkrate warehouses operate Monday to Friday, 8am to 5pm. Warehouses do not receive deliveries or carry out processing outside these hours.

Weekdays only

Warehouse operations run Monday to Friday between 8am and 5pm.

No after-hours processing

Deliveries received outside operating hours are not processed until the next operating window.

Public holidays

Warehouses are closed on public holidays and observe the public holidays of each warehouse location.

Resolve faster

A clear support workflow

Check general guidanceFAQ, pricing, Krate the Kiwi and prohibited-items pages may answer general questions immediately.

Gather referencesSpecific parcel issues need specific account, parcel, shipment, tracking or payment references.

Send one clear requestA short factual message with the right references is easier to resolve than a long message without details.

Related guides

Helpful next pages

Next step

Contact Jetkrate with the right details

Use the contact form for the most reliable support path. Include your account email, references, tracking details and a clear explanation of what you need.

SEND A SUPPORT REQUEST OPEN FRAUD REPORT FORM