The What's In? Gazette · Legal Notices

Shipping Policy

Getting things from A to B, safely

Last updated: 1 January 2026 · Jurisdiction: New Zealand

1. Tracked vs Untracked Shipping

✓ Tracked Shipping

✓ Seller payout is fully protected
✓ Tracking number stored with the order
✓ Non-receipt disputes decided in seller's favour with tracking proof
✓ Strongly recommended for all sales

⚠️ Untracked Shipping

✗ Seller's payment is not protected
✗ No delivery confirmation available
✗ Non-receipt defaults to buyer refund
✗ Seller acknowledgement required to list
✗ Only recommended for very low-value items

Sellers who choose untracked shipping must explicitly acknowledge that they assume all risk of non-delivery. This acknowledgement is recorded on their account at the time of listing. There are no exceptions.

2. Tracking Numbers

When using tracked shipping, sellers must enter the carrier tracking number when marking an item as dispatched. This is stored with the order and visible to both buyer and seller. What's In? supports NZ Post, Aramex, Post Haste, and other NZ carriers.

Buyers can use the tracking number on their carrier's website to monitor their parcel. In the event of a non-receipt dispute, the tracking record is used as evidence by our team when reviewing the case.

Not sure which carrier to use or what shipping will cost? Charlie's AI shipping estimator on your listing page checks rates across NZ Post, Aramex, and Post Haste and suggests a price based on your item's weight.

3. Dispatch Timeframes

Sellers must dispatch sold items within their stated timeframe. The maximum permitted dispatch window is 5 business days from the date of sale.

If you cannot dispatch on time

Contact the buyer via the Messages system immediately. If you need to cancel, initiate the cancellation in your seller dashboard before the window expires. This avoids an automatic strike.

Consequences of non-dispatch

After 5 business days without dispatch or buyer communication, the system may automatically cancel the order, issue a full refund to the buyer, and apply a strike to the seller account.

4. Delivery Issues

Lost in transit (tracked)

If tracking shows the parcel as lost or stuck for more than 10 business days, contact us. We will lodge a claim with NZ Post on your behalf. If confirmed lost, the buyer receives a full refund and the seller is compensated from the NZ Post claim where possible.

Damaged in transit

If your item arrives damaged, photograph the damage and the packaging immediately, then raise a dispute within the dispute window. Include photos as evidence. NZ Post insurance may cover damage if tracked.

Missed delivery

If NZ Post attempted delivery and left a card, it's the buyer's responsibility to arrange redelivery. The dispute window runs from the seller's marked dispatch date regardless of delivery attempts.

5. Local Pickup

Sellers may offer local pickup as an option. If you're meeting in person:

Meet in a public place during daylight hours — a cafe, supermarket car park, or police station
Bring a friend or family member if possible
Inspect the item carefully before the seller leaves
If anything is wrong, do not complete the handover — raise a dispute immediately
Do not hand over cash — all payments go through the platform

Note: local pickup items still go through the platform payment system. Never complete a transaction off-platform — this voids buyer protection.

6. International Shipping (Future)

When the Australian market launches, cross-border NZ→AU shipping will be supported. At that time, this policy will be updated to cover:

Customs declarations and prohibited import items
AusPost tracking integration
Seller customs obligations
Extended dispute windows for international parcels
GST/VAT on cross-border goods

7. Packaging Standards

Sellers are responsible for packaging items securely. We recommend:

Double-box fragile items with at least 5cm of cushioning
Use waterproof packaging or seal inside a plastic bag
Write the address clearly and include a return address
For clothing: use a satchel bag to keep costs low
For electronics: original box if available, otherwise firm cardboard

Sellers are responsible for damage caused by inadequate packaging. "It was fine when I sent it" is not a valid defence in a damage dispute if packaging was insufficient.

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1. Tracked vs Untracked Shipping

✓ Tracked Shipping

✓ Seller payout is fully protected
✓ Tracking number stored with the order
✓ Non-receipt disputes decided in seller's favour with tracking proof
✓ Strongly recommended for all sales

⚠️ Untracked Shipping

✗ Seller's payment is not protected
✗ No delivery confirmation available
✗ Non-receipt defaults to buyer refund
✗ Seller acknowledgement required to list
✗ Only recommended for very low-value items

2. Tracking Numbers

3. Dispatch Timeframes

Sellers must dispatch sold items within their stated timeframe. The maximum permitted dispatch window is 5 business days from the date of sale.

If you cannot dispatch on time

Contact the buyer via the Messages system immediately. If you need to cancel, initiate the cancellation in your seller dashboard before the window expires. This avoids an automatic strike.

Consequences of non-dispatch

After 5 business days without dispatch or buyer communication, the system may automatically cancel the order, issue a full refund to the buyer, and apply a strike to the seller account.

4. Delivery Issues

Lost in transit (tracked)

Damaged in transit

Missed delivery

If NZ Post attempted delivery and left a card, it's the buyer's responsibility to arrange redelivery. The dispute window runs from the seller's marked dispatch date regardless of delivery attempts.

5. Local Pickup

Sellers may offer local pickup as an option. If you're meeting in person:

Meet in a public place during daylight hours — a cafe, supermarket car park, or police station
Bring a friend or family member if possible
Inspect the item carefully before the seller leaves
If anything is wrong, do not complete the handover — raise a dispute immediately
Do not hand over cash — all payments go through the platform

Note: local pickup items still go through the platform payment system. Never complete a transaction off-platform — this voids buyer protection.

6. International Shipping (Future)

When the Australian market launches, cross-border NZ→AU shipping will be supported. At that time, this policy will be updated to cover:

Customs declarations and prohibited import items
AusPost tracking integration
Seller customs obligations
Extended dispute windows for international parcels
GST/VAT on cross-border goods

7. Packaging Standards

Sellers are responsible for packaging items securely. We recommend:

Double-box fragile items with at least 5cm of cushioning
Use waterproof packaging or seal inside a plastic bag
Write the address clearly and include a return address
For clothing: use a satchel bag to keep costs low
For electronics: original box if available, otherwise firm cardboard

Sellers are responsible for damage caused by inadequate packaging. "It was fine when I sent it" is not a valid defence in a damage dispute if packaging was insufficient.