TL;DR: Scam texts and emails say your package has been in storage and will be returned to sender unless you pay a small "customs fee" through a link. NZ Customs says it does not contact individuals or businesses about paying customs duty, and it doesn’t physically hold imported goods: freight forwarders do. Don’t click. Forward the text to 7726, then delete it.
The scam
From NZ Customs:
- A text or email impersonating NZ Customs says: "Urgent reminder: Dear, your package has been in our storage since last week. Resolve or we will return it to the sender."
- Act now or it’ll be returned to the sender.
- A link leads to a multi-step process to pay a small "customs fee."
The "multi-step" part is deliberate. By step three, you’ve invested enough effort that typing your card number feels like the natural finish line.
What Customs actually does
- "New Zealand Customs do not contact individuals or businesses about paying customs duty."
- Customs doesn’t physically receive imported goods. They’re held at warehouses run by licensed freight forwarders (Customs-controlled Areas).
So a message from "Customs" asking you to pay to release a parcel fails on both counts.
It keeps coming back
This isn’t new. In November 2021, Customs warned about texts saying "there is an unpaid Customs charge" and "Customs Duty is still pending... we will send your order back." Its chief security officer Jamie Bamford was blunt: "Customs will never text people to inform them that they owe charges," and "Customs does not text!" The wording changes; the trick doesn’t.
Netsafe says delivery scams spike around Black Friday, Cyber Monday and Christmas, when people are expecting parcels. It lists the common versions:
| Version | What happens |
|---|---|
| "Customs fee" | Pay a small duty to release a parcel |
| "Missed delivery" | Fake NZ Post or DHL message with a link to rearrange |
| "Approve your pickup time" | Followed by a "small" fee that can lead to large unauthorised withdrawals |
| Prize or survey | Claim a parcel prize or answer a survey |
| Malicious app | A link that installs an app on your phone |
Netsafe also notes scammers can get your name and address from public records and data breaches, so a message that knows where you live still isn’t proof it’s real.
If you’re genuinely expecting an import
Check tracking with the courier or retailer directly, through their official app or website. If a real fee is due, it comes from the courier or freight forwarder, not a random text.
What to do
- Don’t respond or click any links.
- Forward texts to 7726 (free) (how), then delete.
- Entered card details? Call your bank now.
- Tapped a link on your phone? Netsafe suggests running a malware scan and contacting your phone company; in some cases you may need a factory reset.
- Report losses to Police (105) and Netsafe.
Related delivery scams
NZ Post scams use the same trick. In other countries it’s the Canada Post and Australia Post versions. A free exposure check shows if your number or email is in breach data.
Frequently Asked Questions
Does NZ Customs text people about fees?
NZ Customs says it does not contact individuals or businesses about paying customs duty.
Does NZ Customs hold my parcel?
No. Imported goods are held at warehouses run by licensed freight forwarders, not by Customs itself.
When are delivery scam texts most common?
Netsafe says they spike around Black Friday, Cyber Monday and Christmas, when people are expecting parcels.
What should I do with a fake Customs text?
Don’t click, forward it to 7726 and delete it. If you paid, call your bank.
Sources
- NZ Customs: Customs duty scam returns
- NZ Customs: Customs warns of scam text messages (Nov 2021)
- Netsafe: Courier delivery scams