Subscriber Information

Monday, 29 April 2019

For full subscription terms and conditions, click here.

Home Delivery

Missed copies

We will make every effort to ensure your newspaper arrives safely each day. If your copy doesn't arrive, we'd like to know so we can ensure that it doesn't happen again. The most convenient way to report a missed delivery is to use one of our self-service options. Visit accounts.stuff.co.nz to manage your subscription and report missed papers. Alternatively, you can call our Customer Contact Centre on 0800 339 000, and use our automated phone self-service system or select option four to speak to one of our customer service team. You can also email us at subscribers@stuff.co.nz. If your newspaper is not delivered for any reason, you won't be charged - you'll receive a credit or an extension to your newspaper subscription (this depends on your type of subscription package). A re-delivery service is available in some parts of the home delivery area if you call us before 8.30am Monday to Friday or 9am Saturday and Sunday. Please contact our Customer Contact Centre to find out if this service is available in your area. Unfortunately, this service is not available everywhere.

Late copies

Delivering our papers all over the country is serious business for our dedicated delivery teams. Alas, our terrain, climate and other factors out of our control sometimes mean late deliveries to some parts of our network. If you suspect your copy may be running late call our Customer Contact Centre.

Putting your paper on holiday stop

If you're going to be away from home, we recommend that you get a neighbour to collect your newspaper, or you can ask us to temporarily stop your delivery. Just let us know the dates you would like to stop and restart your delivery. You'll receive a credit, or your subscription will be extended for the days you've put your newspaper on hold. Visit accounts.stuff.co.nz or phone 0800 339 000 at least 48 hours before you head away.

Redirecting your paper

If you're heading away to an address within our standard delivery area, you may be able to redirect your home delivery to your new location while you're there. Call our Customer Contact Centre on 0800 339 000, at least 48 hours before you head away to arrange this.

Good Turns

If putting a hold on your newspaper you can choose to donate those papers to our Good Turns programme. Newspapers generously donated to Good Turns are provided to local schools and community organisations who are doing their own good turns in your community. Your newspapers will end up in the hands of local pupils, patrons and patients. Just tell the Customer Service team that you would like to donate your holiday papers to Good Turns when putting a hold on your delivery, or visit accounts.stuff.co.nz.

Subscriber Benefit

As a valued subscriber, you not only save on the retail price of the newspaper and receive convenient home delivery, you can also enjoy exclusive offers, competitions and discounts.

Subscriber Benefits is specifically designed to provide real, valuable and ongoing rewards our most valuable readers - our subscribers. Each month we'll send you our Subscriber Benefits email newsletter with special offers, competitions and discounts. We'll also email you with convenient service notifications, including changes to your newspaper, holiday stop reminders and to let you know if your newspaper is going to be late.

Sign up to receive subscriber benefits emails by following the link in your welcome letter or emailing marketing@stuff.co.nz with your subscriber ID. You can opt-out of receiving communications from us at any time.

How to pay

Sign up for e-invoicing

Receiving your invoice by email is the simplest way to receive and pay your account. Every month your invoice will be sent straight to your inbox at no cost. Should you wish to receive a printed invoice by mail, you will incur a print fee of $3.50 per invoice. Choose the e-invoice option at accounts.stuff.co.nz.

Direct debit

Direct debit is the easiest way to pay your invoice, with the amount due debited automatically from your bank account or credit card each month. If you would like to arrange payment by direct debit, please contact us on 0800 339 000. Please note, as this is a recurring payment method, no surcharge will apply when using your credit card.

BillPay

You can contact your financial institution to make a payment from your cheque or savings account using the following details:

Company name: Stuff Limited

Particulars: Your full phone number eg: 04 496 XXXX or 027 286 XXXX

Reference: Please quote your 10 digit account number as your reference. Please allow 48 hours for your payment to be received.

Direct credit

All major banks in New Zealand hold Stuff's bank details. You can follow your bank's payment set up process in your internet banking account or make payment using the following details:

Company name: Stuff Limited

Particulars: Your full phone number eg: 04 496 XXXX or 027 286 XXXX

Reference: Please quote your 10 digit account number as your reference. Please allow 48 hours for your payment to be received.

Credit card

If you would like to make a one-off credit card payment please contact us on 0800 339 000. We accept Visa, MasterCard and American Express. Please note, customers making a one-off account payment using a Visa, MasterCard or American Express credit or debit card will be charged an additional transaction fee of 2 per cent.

By cheque

If you wish to pay by cheque, please ensure your cheque is made payable to Stuff Limited. Please complete and detach the payment slip on your invoice and post along with your cheque to:

Stuff Limited

Private Bag 4906

Christchurch 8140

Paying in person 

You can pay your invoice in person at any New Zealand PostShop. Please present your payment with the payment slip at the bottom of your invoice. Please note that a counter fee of $1.50 will apply.

Customer Service 

Should you need to contact us about your account, please contact us on: 0800 339 000 or email us at subscribers@stuff.co.nz.

my.stuff.co.nz

Manage your subscription online! You can update your email address, choose to receive your invoice by email, put your newspaper on hold, or report a missing or wet newspaper online at any time and from anywhere at accounts.stuff.co.nz.

Visit accounts.stuff.co.nz and follow the simple registration process. You will need your subscriber ID and the last name on your account.  Once you've registered you will be able to manage your subscription online, including from your smart phone. Your subscriber ID can be found at the top of your welcome letter or by contacting our Customer Service Team. Your newspaper is part of the Stuff network so you'll be able to manage your newspaper subscription and be part of Stuff, using the same account details.

Digital Edition 

Complimentary access for print subscribers is available. This is an exact replica of the newspaper, in an easy-to-use, portable and searchable format. Available online, you can access the digital edition from wherever you are in the world. Flip through pages, zoom in or view articles as text, search for and share stories of interest and download up to two weeks of archived editions. To register for this service you will need your subscriber ID and the phone number associated with your account. Visit https://stuff.pressreader.com/ to register or for more information.

Frequently asked questions

My account does not show any credits for the times I have been on holiday or when I have missed my paper. When will these be applied?

Depending on your billing plan there are two possible answers to this question.

1. The billing plan that you are on automatically extends your subscription period out for the days that you have not received your paper, therefore these have already been applied to your subscription. Your next invoice charge will show a different renewal date than your original renewal date. Please contact our Customer Service Team if you need to confirm your new renewal date.

2. If your billing plan allows you to receive credits rather than an extension, any holiday credits will be processed after your paper delivery has resumed. Missed delivery credits will be applied to the following invoice and you will have a lesser amount due.

I can only see some of the credits from when I put my paper on holiday? 

As above, we credit in full once your paper delivery resumes. You may see credits up until the next subscription charge period and the balance of credits due will be on your next invoice. Please call our Customer Service Team if you require further information.

Why is my last payment not showing? 

The account you have received was printed at the end of last month, therefore if you have made a payment after this statement date it will appear on your next statement. If you would like to discuss this further please contact our Customer Service Team.

Can I pay more than one account at a time? 

Each account has its own account number, so when you do make a payment for multiple accounts you just need to follow one of the steps below:

• Make payment for each account with the individual account number as the reference.

• Send the individual remittances with your cheque payment.

• Send an itemised remittance advice - this advice should outline each account and the amount you will be paying with a total at the bottom.

Where do we send our remittances? 

You can send your remittances by email to accounts@stuff.co.nz or post your cheque and remittance to Stuff Limited, Private Bag 4906, Christchurch 8140.

When is my account due? 

Accounts are due for payment on the 20th of the month (if you have an overdue account, this may require immediate payment).

I have paid my account - why have I received a message on my invoice that my account is overdue? 

If you have made a payment since the statement date please disregard this message. Otherwise please call our Customer Service Team for assistance.

How can I pay my account? 

For more information, please refer to the How to pay section above. You can pay using the following methods: BillPay/Direct debit, direct credit, by visiting a NZ PostShop, or by calling our Customer Service Team, who can take one-off credit card payments.

What notice period do I need to give to place my paper on holiday? 

If you are calling during the week, please allow at least 48 hours notice to action for the next day's delivery. If you are calling during the weekend, please allow 72 hours notice to action.

If I pay by credit card will there be a surcharge? 

Customers making a one-off account payment using a Visa, MasterCard or American Express credit or debit card will be charged an additional transaction fee of 2 per cent. This transaction fee will only apply to one-off payments made via the online portal, front counter and through our call centre. For other payment options that do not incur a transaction fee, visit stuff.co.nz/billing or see the How to pay section of this page.

How can I put my paper on holiday outside of business hours? 

You can call 0800 339 000 with your subscriber ID or phone number and use our automated phone self-service system to put your newspaper on hold and report any missed deliveries. You can also visit accounts.stuff.co.nz to request a holiday stop, manage your subscription and report missed papers.

How do I know if my paper has been missed vs being delivered later than normal? 

If you call our call centre we can advise you if we are running late or if your paper has been missed.