Shipping policy

Fulfilment 

We endeavor to dispatch all web-store orders within 1-3 working days. If, for any reason, we cannot achieve this we will let you know.  We process orders during weekdays. Orders placed on weekends and public holidays will be processed and dispatched on the next working day.

Delivery

All orders are shipped via standard New Zealand Post services and you will receive an email notification once dispatched - this will include your tracking details.

Our delivery targets:

South Island Delivery Targets

South Island (non-RD) customers can reasonably expect delivery within 3-4 working days. RD customers should add at least 3 days to these targets.

North Island Delivery Targets

North Island (non-RD) customers can reasonably expect delivery within 2-3 working days. RD customers should add at least 3 days to these targets.

Nominated Delivery Address

Please specify an address that is occupied during normal business hours (9-5, Mon-Fri). In the event of failed delivery attempts (card to call) you may have to arrange a delivery time directly with the courier, or collect from the depot. We are not responsible for any costs or inconvenience incurred due to delivery failure of this nature. 

PO Boxes

We cannot deliver to PO boxes.  If you nominate a PO box your order fulfilment may be delayed until we arrange an alternative delivery address.

Large / Heavy / Fragile Items

These items will incur additional freight charges, please use the contact form on this page to obtain a shipping quote - be sure to include your full delivery address in the message.

Weekend Delivery

Our courier partner does not deliver during weekends.

Overnight / Same Day Delivery

We are unable to offer either Overnight or Same Day delivery services.

RD Delivery Charges

If you would like to have your purchase delivered to a rural address please ensure that you select the RD shipping option. If this is not selected at checkout, your order may be delayed until we receive payment for the RD component of your delivery charges.

Shipping notifications

Shipping notifications are sent via email. If you do not provide an email address there will not be a shipping notification sent with your tracking details.

International Orders

We do not ship to countries outside of New Zealand.

Breakage / Damage 

We take absurd levels of care with our packaging but occasionally orders are damaged during the delivery process. Your purchase is fully covered for damage - here's how it works:

  • Take photos of the damaged goods with the packaging - be sure to show any obvious damage to the packaging such as crushing, tire marks (yup, it happens!) and send them to us.
  • We will send out replacement goods at no cost to you.
  • If we no longer have stock of all or part of your order we will refund you for out-of-stock items or arrange a back order (your choice).
  • Damage claims must be notified to us within 72 hours of you receiving the delivery in order for us to lodge a successful claim with the courier company. 

Lost Orders 

It is rare for an order to truly disappear these days but if it does here is the process:

  • Notify us that your package is marked as delivered, but not in your possession within 5 working days of notification. Timeliness is crucial in order for our courier partners to locate lost items.
  • We will lodge an enquiry with the courier company.
  • We will await the results of this enquiry - this may take 4-5 working days.
  • In the unlikely event of the courier company acknowledging that the item is lost in transit we will re-send the goods to you at our cost.
  • If we no longer have stock of any items in your order you will be refunded for un-fulfilled portion of your order.

Stolen Orders 

While we go to great lengths to ensure accurate and timely delivery with our courier partners we do not accept responsibility for goods stolen or damaged post-delivery. Accordingly, you are responsible for ensuring the following:

  • the delivery address nominated during checkout is secure and able to receive the delivered goods during weekdays.
  • The goods will not be visible to the public if the address is unattended.
  • There is adequate protection from weather damage.
  • You have communicated any specific delivery instructions to us during checkout.