International Shipping

International Shipping

When international shipping is permitted

International shipping from New Zealand is only allowed when:
  • The product complies with export regulations in your country of origin.
  • The destination country accepts the type of product being shipped.
  • You clearly state shipping availability, costs, and lead times on your product listing.
  • You are using a courier that provides reliable international tracking.

Info
Always check both your local regulations and the destination country’s import laws before offering international shipping.

Products not eligible for international shipping

Certain products may be restricted or prohibited from export. Examples include:
  • Dangerous goods (DG) such as flammable liquids or batteries.
  • Food, beverages, or plant products restricted by biosecurity rules.
  • Items subject to intellectual property restrictions.

Attempting to export prohibited items can result in fines, delays, or confiscation by customs authorities.

Customs duties and taxes

Customers are often responsible for paying customs duties, import taxes, and handling fees in their country. Vendors should:
  • Make this clear in product descriptions.
  • Avoid quoting “duty-free” unless confirmed by customs.
  • Inform customers that these charges are outside Kapsule’s control.

Notes
Failing to warn customers about potential customs costs can lead to disputes or order cancellations.

Choosing couriers for international delivery

Select couriers with proven international reliability. Consider:
  • End-to-end tracking visibility.
  • Clear delivery timeframes.
  • Insurance options for higher-value items.

Idea
Build international shipping costs into your pricing strategy for high-value products, rather than surprising customers at checkout.

Managing lead times

International deliveries naturally take longer than domestic shipments. Best practice includes:
  • Stating expected timeframes (e.g., “10–20 business days”).
  • Factoring in potential customs delays.
  • Communicating proactively with customers if delays occur.

Alert
If your lead times are not accurate, Kapsule may step in to protect the customer experience, which could impact your seller performance rating.

FAQs

1. Can I ship any product internationally from NZ?

No. Items classified as dangerous goods, restricted foods, or other prohibited categories cannot be exported. Always confirm eligibility before listing products as internationally available.

Info
Check government export guidelines in New Zealand for the most up-to-date restricted goods list.

2. Who pays for customs duties and import taxes?

The customer is responsible for these charges in their country of residence. Vendors must make this clear in their product description and order confirmation.
​
3. What happens if my courier loses an international parcel?

You should raise a claim with the courier and update your customer immediately. Refunds or replacements should be offered, regardless of whether the courier reimburses you.

Quote
“The vendor is responsible for ensuring the product reaches the customer, not just for handing it to the courier.”

4. Can I limit international shipping to certain countries?

Yes. You may choose to ship only to destinations where you have reliable courier coverage and where products are legally permitted.
​
5. What should I do if customs delays an order?

Inform the customer promptly, provide updated tracking information, and explain that customs checks are outside your control.

Notes
Keeping the customer updated reduces the chance of disputes when delays are caused by border authorities.

    • Related Articles

    • Add Bank Details for Payouts

      Access the Bank Details Section Log in to your Vendor Dashboard. Navigate to Settings > Payments. Choose Add Payment Details > Direct to Bank Transfer. Enter Your Bank Account Information For New Zealand Bank Accounts Bank account name: Must match ...

    • Public Holidays & Payout Timing

      How public holidays affect payouts Kapsule payout processing: Payouts are normally initiated every Tuesday. Bank operating hours: If a bank holiday falls on a Tuesday, payouts are sent on the next working day. Clearance delays: Even if Kapsule ...

    • Payout Schedules & Minimums

      Payout schedules Kapsule issues payouts on a weekly basis. Funds from completed orders are released to your nominated bank account according to the following process: Order completion: Payouts are triggered once the order is marked as delivered and ...

    • Welcome to Kapsule

      Kapsule is New Zealand’s all-in-one online marketplace, built to make shopping and selling simpler, safer, and more rewarding. Customers can browse and purchase a wide range of products in one trusted place, while vendors gain access to powerful ...

    • NZ Consumer Guarantees Act (CGA)

      Why It Matters The CGA is the cornerstone of consumer protection in New Zealand. If your buyers are NZ consumers, the CGA will almost always apply. Failing to follow it can lead to disputes, enforcement action, and damage to your reputation. By ...