Help centre
How can we help?
Quick answers to the questions customers ask us most. Can’t find what you need? Call 0800 URGENT (0800 874 368), email cs@urgent.co.nz or chat with us.
Sending and services Personal customers Pricing and quotes Chilled, frozen and special items Booking help Changing or cancelling a booking Tracking and delivery Account and portal Contact, depots and more
Sending and services
Can I send something same day?
Yes. We run same day services in Whangārei, Auckland, Hamilton and the Waikato, Tauranga and Rotorua, Wellington, Christchurch, Napier and Nelson, and same day Intercity between centres. Enter your pickup and delivery addresses on the booking page to see the same day options available for your job.
How long will it take to get there?
It depends on the route and the service you choose. The booking page shows every service available between your two addresses, with the delivery timeframe for each, before you pay.
Do you do overnight delivery?
Yes. Overnight services run nationwide, using our own network plus trusted partners in areas we don’t service directly. Choose an overnight option on the booking page.
Do you deliver to my area?
We deliver nationwide. Our own couriers cover Whangārei, Auckland, Waikato, the Bay of Plenty, Wellington and Christchurch, and partners cover the rest of the country. Enter the full address on the booking page to check. If it says no service is available, contact us and we can arrange a direct drive or another option.
Personal customers
Can I use Urgent Couriers if I’m not a business?
Yes. Anyone can send with us, whether it’s a passport, a set of keys or a parcel for family.
Can I book without an account?
Yes. Use Credit Card Booking: enter your pickup address, delivery address and package details, pay by card, and you’re booked. If you send regularly, sign up for an account to save addresses and see all your jobs in one place.
Pricing and quotes
How much will it cost?
Price depends on distance, size, weight and how fast you need it. The quickest way to get an exact price is to start a booking: enter your addresses and package details, then choose a speed to see the price before you pay. Nothing is booked until you confirm.
Can I get a quote before I book?
Yes. The booking page shows the price for every service before you commit. For pallets, regular runs or large volumes, contact us for a tailored quote.
Why is the cheapest option more than I expected for a small item?
Every job is a direct, tracked courier service, not a postal service, so the price reflects the pickup, the route and the speed rather than the item’s size. Choosing a slower service or an overnight option usually lowers the price.
Chilled, frozen and special items
Can you deliver chilled or frozen food?
Yes. Chilled and frozen delivery is a core Urgent service, carried in our own refrigerated vehicles: chilled at +2 to +4°C and frozen at -11°C. We deliver same day and overnight across Whangārei, Auckland, Waikato and the Bay of Plenty, with partner networks for the rest of New Zealand. After hours and weekend chilled is by pre-arrangement only. Choose a chilled service on the booking page, or see our chilled delivery page.
How should I pack chilled or frozen items?
Pre-chill or pre-freeze your goods and pack them ready to travel. Our refrigerated vehicles keep them cold the whole way, so you don’t need to add ice or gel packs for trips on our own fleet. Mark items “Keep Chilled” or “Keep Frozen” and tell us the temperature range when you book.
Outside our own network, chilled freight travels through partner networks: generally overnight to the lower North Island and around 2 days to the South Island, depending on weather and location. Talk to us about packing for those longer trips.
Can I send chilled or frozen food as a private person?
Yes. You don’t need a business account. Book with Credit Card Booking and choose a chilled service.
Is there a weight or size limit?
We move everything from envelopes to a full 10-pallet load, using cars, vans and trucks. Enter the size and weight when you book and the booking page shows which vehicles and services suit. For oversized items, long lengths, furniture or pallets, contact us first.
Can you carry pallets if there’s no forklift on site?
Yes. Select a truck service and choose tail lift when you book. If the driver needs to unload cartons by hand, add that in the notes and contact us to confirm.
Can you carry dangerous goods, like lithium batteries?
Some dangerous goods can be carried, with the right packaging and paperwork. In Auckland, our dangerous goods licensed couriers carry DG and biological samples. Outside Auckland, our drivers can carry up to 49kg of dry ice in packaging. Contact us before booking with the item details and its DG class, or see our dangerous goods page.
Can you deliver urgent documents, passports or keys?
Yes. Urgent documents and personal items are what we do best. Book online, add the recipient’s contact details, and choose the speed you need. We can also collect from places like hotels or airport lost property, as long as the item is ready to be released to our courier.
Booking help
How do I book a courier?
- Go to urgent.co.nz and choose Credit Card Booking, or log in to your account.
- Enter the pickup and delivery addresses, with contact names and phone numbers.
- Add the number of items, their size and weight.
- Choose your speed and check the price.
- Click Book Job, then print and attach your label.
Can I book over the phone?
Yes. Call us on 0800 874 368 and our team will book it for you. Online booking is usually the fastest way to get a price and a job number.
The booking page won’t load or isn’t showing prices. What should I do?
Refresh the page, or try another browser. Check that both addresses have been selected from the address dropdown, as prices only appear once the addresses and package size are confirmed. If it still won’t work, call us on 0800 874 368 and we’ll book it for you.
How do I print my label?
Your label is ready to print as soon as you book. If it won’t print, find the job in your Job List and print it from there, or ask us to email it to you.
What if I don’t have a printer?
Write the job number clearly on the item, with the delivery name and address. That’s all the courier needs.
Can I drop my parcel at your depot instead?
Yes. Book with Credit Card Booking and set the pickup address as 17 Saleyards Road, Ōtāhuhu. Add “I will drop off at the depot” and your drop-off time in the pickup notes, label the item, then bring it in.
Can one driver do a pickup, a drop-off and a return trip?
Yes. Add each stop when you book, or add notes for a wait-and-return job. Contact us if your job has several stops.
Can I get a tail lift?
Yes, on truck services. Tail lift appears as an option once you select a truck.
Changing or cancelling a booking
How do I cancel a job?
- Log in to your account and go to Jobs/Booking.
- Find the job and click the pencil icon.
- Click Function in the top menu, then Cancel Job.
If you booked by credit card without an account, contact us with your job number. If the driver has already arrived, a callout fee applies.
How do I change the address, time or details of a booking?
Open the job from your Job List and edit it. Some details can’t be changed once a driver is assigned; if so, cancel and rebook, or contact us with your job number and the change.
How do I change a regular weekly booking?
Contact our team with your account name and the new details, and we’ll update your schedule.
Tracking and delivery
How do I track my parcel?
Use the tracking link in your booking confirmation, or enter your job number in the Track a delivery box on our homepage or on our tracking page. Account customers can also track every job from the Job List.
Why does it say my job number isn’t found?
Check that you’ve entered the whole job number, including any letters. If your parcel came through another courier, it may have their tracking number instead. If it still isn’t found, contact us with the sender’s name.
My job hasn’t been given a driver or collected yet. What’s happening?
Jobs are assigned as drivers become available, often close to the ready time. If your pickup time has passed, contact us with your job number and we’ll chase it straight away.
I’m expecting a delivery but haven’t had a tracking text or email.
Tracking messages go to the contact details the sender gave us. Ask the sender for the job number, or contact us with their name and your address.
Do I need to be home to sign?
It depends on what the sender asked for. If you can’t be there, add delivery instructions, for example “leave at reception”, or contact us with your job number before delivery.
I missed my delivery. How do I book a redelivery?
Contact us with the job number from the card or text, and tell us when you’ll be home or a safe place to leave it.
Tracking says delivered but I don’t have it.
Check around your property, with neighbours and at reception. Then contact us with your job number and we’ll check the proof of delivery with the driver.
How do I get proof of delivery?
Proof of delivery is attached to every completed job. Account customers can see it on the Job List; anyone else can contact us with the job number.
Account and portal
I can’t log in. How do I reset my password?
Click Forgot Password on the login page at hub.urgent.deliverdifferent.com. If the reset email doesn’t arrive, check your junk folder, then contact us and we’ll reset it for you.
How do I open an account?
Sign up online in a few minutes. Once your account is active, you can book, track and download invoices in one place.
How do I add users or change permissions?
Go to Settings, then Users, then Create New User. Each person gets their own login.
How do I find old jobs or run a report?
Open the Job List and search by date range, reference or address. You don’t need the job number.
How do I get a GST invoice or receipt?
Log in and download your invoices at any time. For a credit card booking receipt, contact us with your job number.
How do I update the credit card on my account?
Log in and go to Payment Method to enter your new card details.
Contact, depots and more
How do I contact you?
Call 0800 874 368 (0800 URGENT), email cs@urgent.co.nz, or chat with us on this website. Have your job number ready if you’re asking about a booking.
Where can I drop off a parcel?
At our Auckland depot, 17 Saleyards Road, Ōtāhuhu. Book online first and note that you’ll drop it off.
Are you hiring drivers?
Yes. We take on drivers across New Zealand, so you can drive in your own area, on your own vehicle, around your own commitments. Visit our careers page to apply online in a few minutes.
Can I connect my online store?
Yes. Urgent connects with Shopify for automatic bookings, with live delivery options at checkout. See our Shopify page or contact us to set it up.