Terms and Conditions

1. Who we are

In these Terms:

• “Jetkrate”, “we”, “our” and “us” mean Jetkrate Limited, New Zealand company number 7433381.
• “You” and “your” mean the person using Jetkrate services or, if you are using Jetkrate on behalf of a business or organisation, that business or organisation.
• “Goods” means the items, parcels, packages, products, documents or other consignments handled through Jetkrate services.

Jetkrate Limited is the parent company and the contracting entity for all end-user sales and services.

Jetkrate Australia Pty Ltd, Jetkrate United Kingdom Ltd and Jetkrate United States LLC are child entities of Jetkrate Limited. These entities act only as local agents or operational support entities for Jetkrate Limited. They may help Jetkrate Limited enter into local courier, warehouse, supplier, payment gateway or operational arrangements, collect local sales revenue, pay local suppliers, and remit funds to Jetkrate Limited.

Unless expressly stated otherwise in a written agreement signed by Jetkrate Limited, Jetkrate Australia Pty Ltd, Jetkrate United Kingdom Ltd and Jetkrate United States LLC do not enter into sales agreements with end users. Your agreement for Jetkrate services is with Jetkrate Limited.

2. What Jetkrate does

Jetkrate provides logistics-related services, including:

• package forwarding from supported addresses in the United States, United Kingdom, Australia and New Zealand;
• courier booking for outbound shipments from New Zealand, where supported services are available;
• related services such as consolidation, repacking, parcel photography, shopping concierge and goods protection, where offered.

Jetkrate is not the retailer, seller, manufacturer, brand owner or importer of the goods you buy from third-party retailers. Your purchase of goods is a separate transaction between you and the retailer or seller.

3. Acceptance of these Terms

By creating a Jetkrate account, using the website, sending goods to a Jetkrate address, submitting a shipment, booking a courier service, paying for a Jetkrate service or instructing Jetkrate to act on your behalf, you agree to these Terms.

If you use Jetkrate on behalf of a business, company or other organisation, you confirm that you are authorised to accept these Terms on its behalf.

You must not use Jetkrate services if you do not agree to these Terms.

4. Account eligibility and security

You must provide accurate, complete and current account information, including your legal name, email address, phone number, address and any identity, payment or address-verification information reasonably requested by Jetkrate.

You must be at least 18 years old or the legal age of majority in your country of residence.

You are responsible for keeping your login details secure. You must not transfer your Jetkrate account, account access or password to another person.

If you believe your account has been accessed without permission, contact Jetkrate immediately through Contact Jetkrate.

Jetkrate may suspend, restrict or close an account if we reasonably believe that:

• account information is inaccurate, incomplete or misleading;
• the account is being used by an unauthorised person;
• goods have been obtained unlawfully;
• payments, identity details or documents cannot be verified;
• the account is linked to fraud, chargebacks, suspicious activity or third-party complaints;
• the account is being used to ship prohibited, restricted or unsafe goods;
• these Terms have been breached.

5. Customer responsibilities

You are responsible for:

• choosing suitable goods before you buy or send them;
• checking whether a retailer accepts forwarding addresses;
• ensuring goods can legally be exported from the origin country and imported into the destination country;
• checking Jetkrate’s Prohibited Items guide before purchasing or booking a shipment;
• providing accurate product descriptions, values, quantities, origin details, invoices and customs declarations;
• paying all applicable Jetkrate charges, carrier charges, storage fees, duties, taxes, customs charges, clearance fees and destination charges;
• complying with all applicable laws, carrier rules, customs rules, sanctions rules, export-control rules and destination-country requirements;
• packing courier-booking shipments safely and accurately where the goods are already in your possession;
• keeping evidence of purchase, value, payment, delivery and shipment records.

Do not buy first and ask later if the item is high-risk, restricted, valuable, perishable, fragile, liquid, pressurised, battery-powered, regulated, medical, cosmetic, food-related, plant-related, animal-derived, branded, antique, collectable or difficult to replace.

6. Retailer purchases and forwarding addresses

When you buy from a third-party retailer, your purchase is between you and that retailer.

Jetkrate does not guarantee that a retailer will:

• accept a Jetkrate forwarding address;
• accept your payment method;
• dispatch the order;
• provide accurate product information;
• honour a warranty;
• accept an international return;
• refund customs, duties, taxes, shipping or retailer charges;
• resolve a product fault, defect, missing item or incorrect item.

Goods sent by a retailer to a Jetkrate address remain subject to the retailer’s own terms, fulfilment process and delivery arrangements until the goods are received and accepted by Jetkrate.

Jetkrate is not responsible for goods lost, damaged, delayed, cancelled, refused or misdelivered while travelling from the retailer or seller to a Jetkrate address.

7. Shopping concierge

Where Jetkrate offers a shopping concierge service, Jetkrate may place an order with a retailer on your behalf using the information and instructions you provide.

Shopping concierge is available for supported retailers and eligible goods in the United States, United Kingdom, Australia and New Zealand, subject to service availability, retailer acceptance, product eligibility, payment approval and route restrictions.

Shopping concierge does not make Jetkrate the seller, manufacturer or guarantor of the goods. Retailer acceptance, product availability, pricing, delivery, cancellation, refund and warranty decisions remain with the retailer.

Once a concierge order has been placed, it may not be possible to change, cancel or refund the order unless the retailer allows it. Jetkrate fees may still apply for work already performed.

8. Correct addressing and package receipt

You must use the correct Jetkrate address and account details when sending goods to a Jetkrate forwarding address.

Incorrect, incomplete or unclear addressing may cause delay, misrouting, return, refusal, additional handling fees or inability to identify the package.

Jetkrate may refuse cash-on-delivery parcels, postage-due items, unpaid deliveries, damaged packages, leaking packages, unsafe packages, unidentified goods or goods that appear unsuitable for handling.

Jetkrate is not a general mail-forwarding service. Letters, passports, identity documents, legal documents, keys, cash, activated cards and irreplaceable documents should not be sent through Jetkrate unless Jetkrate has expressly approved them in advance.

9. Inspection, verification and handling

Jetkrate may open, inspect, weigh, measure, photograph, document, verify or repack goods where reasonably necessary for:

• account matching;
• safety;
• customs or export compliance;
• carrier acceptance;
• fraud prevention;
• verifying contents, value, invoices or declarations;
• identifying prohibited, restricted or dangerous goods;
• reducing unnecessary packaging where repacking is practical and safe.

Jetkrate may request invoices, receipts, proof of payment, proof of identity, proof of address, product information, permits or other supporting documents.

If you do not provide information requested by Jetkrate within a reasonable timeframe, Jetkrate may hold the goods, suspend your account, refuse shipment, return the goods, dispose of the goods where permitted by law, or treat the goods as abandoned under these Terms.

10. Prohibited, restricted and dangerous goods

Not every item that can be bought online can be shipped internationally.

Jetkrate may refuse, hold, return, dispose of, surrender to authorities or decline to ship goods if we reasonably believe they are:

• prohibited by Jetkrate’s Prohibited Items guide;
• prohibited or restricted by the origin, transit or destination country;
• prohibited or restricted by a carrier, courier, airline, postal operator, customs authority or regulator;
• dangerous goods, hazardous materials or unsafe for transport;
• inadequately packed, leaking, damaged, unstable or unsuitable for handling;
• counterfeit, pirated, stolen, unlawfully obtained or infringing intellectual property rights;
• subject to sanctions, export controls, import controls, permits or licences that have not been provided;
• misdeclared, under-declared or supported by incomplete, altered or false documents.

A product may be refused even if it is not specifically named in Jetkrate’s prohibited-items guide. Final acceptance can depend on the item, origin, destination, route, carrier, packaging, documentation, declared value and current law.

11. Customs, duties, taxes and clearance

You authorise Jetkrate, carriers, customs brokers and service providers to act as your agent or representative where reasonably necessary to prepare, submit or support export, import, customs, clearance and shipment documentation.

You are responsible for ensuring that all customs information is accurate and complete. This includes product description, quantity, value, country of origin, intended use, invoice details and any required permits or approvals.

You must not understate value, misdescribe goods, mark goods as gifts incorrectly, split shipments to avoid charges, or provide false or misleading customs information.

Customs authorities, border agencies and regulators control clearance decisions. Jetkrate cannot guarantee that goods will clear customs, avoid inspection, avoid delay, avoid duties or taxes, or be accepted into the destination country.

Duties, taxes, customs charges, clearance fees, storage fees, inspection fees, penalties and destination charges may apply. They may be assessed before dispatch, during transit, at destination, after delivery or after a customs review.

Any customs, duty or tax estimate is an estimate only. Jetkrate cannot guarantee the final amount.

12. Shipping quotes, charges and payment

Shipping quotes and calculator results are estimates unless expressly stated otherwise.

Final charges may change because of:

• actual weight;
• volumetric or chargeable weight;
• parcel dimensions;
• repacking outcome;
• carrier rate changes;
• fuel, remote-area, security or peak surcharges;
• customs or destination charges;
• exchange rates;
• service availability;
• incorrect or incomplete shipment information.

You must pay all Jetkrate charges, carrier charges and applicable fees before Jetkrate releases or dispatches goods, unless Jetkrate has agreed otherwise in writing.

Jetkrate may hold goods, pause services or suspend an account while fees, payment disputes, chargebacks, verification issues or unpaid charges remain unresolved.

13. Delivery, carriers and timeframes

Jetkrate arranges or supports shipment through third-party carriers, couriers, airlines, postal operators, brokers and logistics providers.

Delivery estimates are not guarantees. Shipments may be delayed by carrier networks, customs, weather, remote-area handling, inspections, documentation issues, unpaid charges, destination restrictions, public holidays, industrial action, security events, force majeure events or other circumstances outside Jetkrate’s reasonable control.

Carrier terms, route restrictions, liability rules and applicable transport laws may apply to a shipment. Where Jetkrate is treated as a contracting carrier or arranging party for a particular service, Jetkrate’s liability is limited as set out in these Terms, the relevant service terms, carrier terms and applicable law.

Jetkrate is not liable for delay, refusal, seizure, disposal, inspection, return or additional charges caused by inaccurate information, unsuitable goods, prohibited or restricted items, customs decisions, destination-country rules or carrier requirements.

14. Courier booking from New Zealand

Jetkrate courier booking is currently available only for outbound shipments from New Zealand to supported destinations where a service is shown as available.

Courier booking is for parcels you already have. It is different from package forwarding, where goods are first sent to a Jetkrate forwarding address.

When you book a courier service through Jetkrate:

• you must provide accurate sender, receiver, parcel, contents, value and customs information;
• you must ensure the goods are lawful, safe, properly packed and accepted for the selected route and carrier;
• you must follow pickup, drop-off, labelling and documentation instructions;
• the selected carrier’s service terms and restrictions apply;
• service availability, prices, surcharges and timeframes may change;
• Jetkrate does not provide the physical transport service itself.

Courier-booking fees are generally non-refundable once a label has been generated, a booking has been submitted or a carrier service has been arranged, except where required by law, where Jetkrate cannot generate the label, or where the carrier rejects the booking before pickup.

If a courier booking fails because information is inaccurate, goods are unsuitable, packaging is inadequate, customs information is incomplete, the sender is unavailable, the parcel is not ready, or the carrier refuses the shipment, additional fees may apply.

15. Storage, unclaimed goods and abandoned goods

Jetkrate may provide free storage for a limited period after receiving a package.

Unless a different timeframe is shown in your account or on the relevant service page, Jetkrate may store a package free of charge for up to 30 days from receipt. After that period, storage fees may apply. If no specific storage fee is shown, Jetkrate may charge NZD $1 per package per day after the free-storage period.

If you do not provide shipping, return, disposal or other instructions within 60 days of receipt, Jetkrate may treat the goods as unclaimed or abandoned after reasonable notice.

Goods linked to fraud, ownership disputes, identity concerns, third-party complaints or unresolved verification may be held for up to 90 days from Jetkrate’s final request for information, or longer where required by law, carrier process, payment-provider process or law-enforcement instructions.

If goods are abandoned, unidentified, unsafe, unlawful, unpaid, unverified or impossible to ship, Jetkrate may, where permitted by law:

• continue to hold the goods and charge storage or administration fees;
• return the goods to the retailer or sender at your cost;
• dispose of the goods;
• donate the goods;
• sell the goods to recover reasonable costs;
• surrender the goods to a carrier, regulator, customs authority or law-enforcement agency.

Jetkrate will take reasonable steps to notify you before disposing of or selling goods, unless immediate action is required for safety, legal, regulatory or carrier reasons.

16. Returns and retailer issues

If you want to return goods to a retailer, you must arrange the return directly with the retailer.

Jetkrate cannot guarantee that a retailer will approve a return, provide a return label, accept an international return, refund the product price, refund shipping, refund taxes or resolve a warranty issue.

If goods are still at a Jetkrate address and the retailer has approved a return, Jetkrate may help arrange return shipping where practical. Return shipping, handling, storage, repacking, carrier, customs and administrative charges may apply.

If goods have already been shipped to you, any return from your country to the retailer is your responsibility unless Jetkrate expressly agrees to assist.

Duties, taxes, customs charges and clearance fees may not be refundable. Any refund decision is made by the relevant retailer, customs authority, tax authority, payment provider or carrier.

For more information, see Returns.

17. Loss, damage, claims and goods protection

International shipping involves handling through warehouses, carriers, aircraft, customs facilities and local delivery networks. Loss, delay or damage can occur even where reasonable care is taken.

If your shipment is lost or damaged, contact Jetkrate as soon as possible through Contact Jetkrate. You must keep all packaging, labels, invoices, receipts, tracking records, delivery notes, photographs and correspondence that may support the claim.

Visible damage should be reported immediately after delivery. Missing or delayed consignments should be reported promptly once the expected delivery timeframe has passed.

Carrier claims are subject to carrier terms, route rules, evidence requirements, deadlines and applicable transport law. Jetkrate may help facilitate a carrier claim where the shipment was arranged through Jetkrate, but Jetkrate cannot guarantee the carrier’s decision.

Where Jetkrate offers Protect+, it is optional and must be selected, paid for and confirmed before dispatch. Protect+ applies only to eligible shipments, eligible goods, eligible values and eligible routes. Protect+ is subject to the conditions and exclusions shown on Jetkrate’s Shipping Protection page and in your shipment flow.

Protect+ does not cover every loss. Exclusions may include delay, indirect loss, retailer defects, manufacturing faults, used-item condition, inadequate packing, inaccurate declarations, prohibited or restricted goods, customs non-compliance, untracked services, unpaid charges, and loss or damage before Jetkrate or the relevant carrier accepts the goods.

If you do not purchase eligible goods protection, you accept the risk of any loss above the amount recoverable from the carrier, Jetkrate or applicable law.

18. Fraud, security and third-party complaints

Jetkrate may investigate activity that appears fraudulent, unlawful, suspicious, unauthorised or inconsistent with account details.

Jetkrate may request identity documents, proof of address, proof of payment, unedited invoices, receipts, bank or payment evidence, retailer correspondence, photographs, video verification or other information reasonably needed to verify ownership, identity, payment or shipment eligibility.

If Jetkrate receives a complaint from a retailer, bank, payment provider, identity-theft victim, law-enforcement agency, regulator or other third party, Jetkrate may hold the relevant goods and suspend the account while the matter is reviewed.

Where goods are subject to a credible ownership, payment, fraud, chargeback, identity-theft, retailer or law-enforcement concern, Jetkrate may refuse to release or ship the goods until the matter is resolved to Jetkrate’s reasonable satisfaction. Jetkrate may return, surrender, retain or otherwise deal with the goods as reasonably necessary and permitted by law, including in accordance with instructions from a retailer, payment provider, carrier, customs authority, regulator or law-enforcement agency.

Submitting false, altered, misleading or forged documents is a serious breach of these Terms.

Jetkrate may disclose relevant information to carriers, retailers, payment providers, banks, customs authorities, regulators, law-enforcement agencies or professional advisers where reasonably necessary and permitted by law.

19. Privacy and cookies

Jetkrate collects, uses, stores and shares personal information to provide services, manage accounts, process payments, verify identity, prevent fraud, arrange shipping, support customs clearance, communicate with you, handle claims and comply with legal obligations.

Jetkrate may process personal information in New Zealand, Australia, the United Kingdom, the United States and other countries where this is reasonably necessary to provide Jetkrate services.

For more information, read Jetkrate’s Privacy Policy.

Jetkrate uses cookies and similar technologies for website functionality, analytics, security, account operation and service improvement. For more information, read Jetkrate’s Cookie Policy.

20. Website use and intellectual property

You may use the Jetkrate website and account tools only for lawful purposes and in accordance with these Terms.

You must not:

• misuse the website;
• attempt to access systems without permission;
• interfere with website security;
• introduce malicious code;
• scrape, copy or reverse-engineer website tools;
• use Jetkrate content, trademarks, brand assets or systems without permission;
• use Jetkrate services to infringe another person’s rights.

The Jetkrate website, content, branding, user interface, calculators, systems and service materials are owned by Jetkrate or its licensors.

Third-party websites linked from Jetkrate are provided for convenience only. Jetkrate is not responsible for third-party website content, accuracy, terms, availability, pricing, product claims or privacy practices.

21. Service changes, suspension and termination

Jetkrate may change, suspend, restrict or discontinue a service, route, address, carrier option, warehouse, pricing method, product feature or account function where reasonably necessary.

This may happen because of carrier changes, law changes, customs requirements, safety risks, warehouse changes, sanctions, destination restrictions, system changes, commercial changes or events outside Jetkrate’s reasonable control.

Jetkrate may suspend or terminate your account if you breach these Terms, fail to pay charges, provide inaccurate information, misuse the service, submit prohibited goods, create safety risk, trigger fraud concerns, or fail to provide requested verification.

You may stop using Jetkrate at any time, but you remain responsible for outstanding charges, unresolved shipments, unpaid storage, claims, customs charges and obligations already incurred.

22. Liability

To the fullest extent permitted by law, Jetkrate is not liable for:

• retailer acts, omissions, cancellations, defects, refunds, warranties or product descriptions;
• retailer refusal to accept a forwarding address;
• customs, border, tax, regulatory, sanctions or law-enforcement decisions;
• duties, taxes, penalties, inspections, seizures, storage or destination charges;
• delay, missed deadlines, loss of opportunity or indirect loss;
• loss of profit, revenue, goodwill, business, data or anticipated savings;
• carrier delay, refusal, route change, surcharge or service suspension;
• loss or damage caused by inadequate packing, inaccurate declarations, prohibited goods, restricted goods or missing documentation;
• events outside Jetkrate’s reasonable control.

Except for amounts payable under an eligible approved Protect+ claim, an amount recoverable from a carrier, or any amount that cannot lawfully be limited, Jetkrate’s liability for a service error is limited to the greater of:

• the fees you paid Jetkrate for the affected service; or
• NZD $100.

Nothing in these Terms limits liability for fraud, wilful misconduct or any liability that cannot legally be excluded or limited.

23. Indemnity

You agree to indemnify Jetkrate, its related entities, officers, employees, contractors, agents and service providers against claims, losses, liabilities, penalties, costs and expenses arising from:

• your breach of these Terms;
• inaccurate, incomplete or misleading information you provide;
• false, altered or misleading documents;
• prohibited, restricted, dangerous, unlawful or non-compliant goods;
• customs, duties, taxes, penalties or regulatory issues caused by your goods or declarations;
• third-party claims relating to ownership, payment fraud, identity misuse, intellectual property, retailer disputes or unlawful goods;
• your failure to comply with applicable laws, carrier rules, customs rules or destination-country requirements.

24. Notices and communication

Jetkrate may contact you by email, account notification, website notice, SMS, support ticket or other contact details linked to your account.

You must keep your contact details current. Notices sent to your registered email address or account are treated as received unless Jetkrate has clear evidence they were not delivered.

For support, use Contact Jetkrate.

25. Changes to these Terms

Jetkrate may update these Terms from time to time.

Where changes are material, Jetkrate will take reasonable steps to notify customers, such as updating the effective date, posting a website notice, sending an email or showing an account notice.

Changes may take effect immediately where required for safety, law, customs, sanctions, carrier requirements, fraud prevention, service availability or urgent operational reasons.

Your continued use of Jetkrate after updated Terms take effect means you accept the updated Terms.

26. General legal terms

These Terms, together with the policies and service instructions referred to in them, form the agreement between you and Jetkrate for the relevant services.

If any part of these Terms is found to be invalid or unenforceable, the rest of the Terms will continue to apply.

A failure by Jetkrate to enforce a right immediately does not mean Jetkrate waives that right.

Headings are included for convenience and do not affect interpretation.

27. Governing law

These Terms are governed by the laws of New Zealand.

Disputes relating to these Terms are subject to the non-exclusive jurisdiction of the courts of New Zealand.

This governing-law clause does not limit any consumer rights that cannot lawfully be excluded in your country of residence.

28. Contact

For questions about these Terms, your account, a package, a courier booking, a return, a claim or a restricted item, contact Jetkrate through Contact Jetkrate. For common service questions, see FAQ.