Frequently Asked Questions
My package has been delivered to your warehouse. Why can’t I see it in my Package Inbox?
As we receive hundreds of packages daily, each needs to be opened, screened, and tagged before it shows in your Package Inbox. This usually takes 1 business day from delivery. If your package hasn’t shown up after 1 business day, contact support@jetkrate.com with your full name, JKRT/customer number, and inbound tracking.
When will you process my shipment?
We’ll email you once your goods arrive at your Jetkrate address. You can then ship them immediately or wait to combine with other purchases.
Our operations team process shipments Monday–Friday, 8am–6pm (local warehouse time). Instructions received by noon are usually processed the same day.
How long will you store goods in my Jetkrate account?
We store packages free for 30 days. After that, daily storage charges apply (NZD/AUD $1 per day, per package, or equivalent). We send reminders before your free storage ends. The maximum storage period is 60 days, after which goods are considered abandoned and may be disposed of.
💡 Tip: Consolidating packages can help you avoid unnecessary storage fees.
What happens if I receive a “Free Storage Ending” email, but I’ve already shipped or received my package?
Occasionally our system doesn’t update straight away. If you’ve already received or shipped your parcel, let us know and we’ll correct your account.
What happens if the package doesn’t arrive or isn’t delivered?
If you don’t receive confirmation that we’ve received your package from the retailer, please contact the retailer first.
If you don’t receive your international package from Jetkrate in the timeframe stated, contact us with your shipment number. We’ll investigate, and if needed, work with you on an insurance claim.
What happens if I change my mind and cancel the order?
You can return packages to sender by providing us with pre-paid courier labels or by using our Return to Sender service.
How long does delivery take?
Merchant deliveries usually take 2–3 days to reach us. Once dispatched from our export hub, delivery is dependent on the international courier service you have selected.
Times may vary due to weather, customs clearance, or remote addresses.
Can I combine or repack packages?
Repack: Our team may repackage single items to reduce size and cost (e.g. excessive retailer packaging). We don’t repack fragile items, electronics, gift-wrapped goods, branded packaging, or shoes.
Consolidation: We can ship multiple parcels together under one tracking number in their original boxes. This helps save on shipping, especially for express services. Note: Multi package shipments are not available with all courier services.
How can I track my package?
Once your shipment is dispatched, you’ll receive a tracking number. Use the courier’s website for real-time updates.
What should I do if my package is delayed or lost?
Contact us with your shipment number. We’ll open a courier investigation, which usually takes up to 5 business days, and update you throughout.
What payment methods do you accept?
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Credit Card (Visa, Mastercard, Amex, Discover – processed via PayPal gateway)
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PayPal
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Cryptocurrency (BTC, BCH, ETH, WBTC, DOGE, LTC, SHIB, GUSD, USDC, USDP, DAI, BUSD – ERC-20 only via BitPay)
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Bank Transfer (SWIFT)
I can’t see a button to pay via credit card. How do I do it?
Select “PayPal” at checkout, then click “Pay with Debit or Credit Card” when the PayPal window opens. You don’t need a PayPal account.
Do I really have to pay tax and duty?
Yes. As the importer, you are responsible for accurate declaration. Customs authorities may apply tax/duty regardless of whether items are new, used, personal, or gifts.
If an invoice is missing, Jetkrate may estimate the value and request your order confirmation. Attempting to evade import tax carries severe penalties.
Can I ship vaping devices or nicotine products from New Zealand to Australia?
Australia has strict regulations. A valid prescription or permit may be required. Jetkrate will not ship vaping devices or nicotine products to Australia unless all required documentation is provided. Customers are responsible for ensuring compliance with local laws.
Can I ship blasters, replica firearms, or similar items?
No. Jetkrate cannot ship prohibited or dangerous goods such as firearms, airsoft blasters, or replicas. Please review our Prohibited & Restricted Items page before ordering.
Do I need to include my JKRT number in the shipping address?
Yes. Your JKRT number identifies you uniquely. Always include it in the first address line where possible. Missing JKRT numbers can cause delays, extra fees, or disposal after 90 days.
What happens if my package arrives without a JKRT number?
We’ll attempt to match it manually, but it will take longer to process. If it doesn’t appear in your Package Inbox, contact support with details.
Can I update my delivery or personal details?
Yes. Log in to your Jetkrate account and edit them under “My Addresses” or account settings. You can change your delivery address any time before shipment is released.