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Shipping policy

NEW ZEALAND SHIPPING POLICY

We charge at a flat rate fee for NZ cities and towns and NZ Rural delivery at the following rate: $10.00 signature required, $8.90 non signature, $15.00 Rural - For Rural at checkout please select the Rural Courier delivery. If this has not been selected we will invoice you for the remaining amount owed.

We're offering FREE shipping for orders $150 and over until the 9th June! - Please note that free shipping includes signature-required delivery.

For signature required parcels: Late, Lost or damaged parcels: Please contact us by email if you have not received your parcel within 5 business days for Urban and 8 business days for Rural. We will get this tracked for you. We cannot make a claim if we have not heard from you later than 14 days of you receiving your track and trace email. 

For non-signature parcels:  While this is your choice, please be aware that if you select this option and the parcel is subsequently damaged, lost, or stolen, we will not be able to file a claim on your behalf, and you will not be eligible for a refund or replacement. 

We welcome the PICK UP OPTION. Please wait for us to contact you via email for when your order is ready to be collected.

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Important: Please note that parcels requiring a signature upon delivery offer added protection. In the event your parcel is damaged, lost, or stolen, a claim can be filed, allowing us to provide you with a refund or replacement.

Some courier companies may contact you via text or email, offering the option to authorize delivery without a signature. While this is your choice, please be aware that if you select this option and the parcel is subsequently damaged, lost, or stolen, we will not be able to file a claim on your behalf, and you will not be eligible for a refund or replacement.

We require a signature on delivery to protect your purchase and ensure a secure and reliable delivery process. Thank you for your understanding.

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Pricing, Dispatch & Delivery

All prices displayed on our website include GST (Goods and Services Tax) at 15% for New Zealand customers with a New Zealand delivery address.

Shipping costs and any applicable fees are calculated and displayed at checkout before payment is completed.

Orders are typically dispatched within 48 hours of payment confirmation on our operating dispatch days: Tuesday, Wednesday, Thursday, and Friday.

For New Zealand deliveries, please allow approximately 3–7 working days from the date of dispatch for your order to arrive. Delivery times may be longer during public holidays, peak periods, Christmas, Easter, or other events that may affect courier services.

We appreciate your patience during these busy periods and recommend allowing extra time for delivery when ordering for a specific date or occasion.

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Returned Parcels – Signature Required Deliveries

If a parcel is sent with a signature required service and delivery cannot be completed because no one is available to sign for the parcel, the courier may leave a card, arrange redelivery, or hold the parcel for collection.

If the parcel is not collected or redelivery is not arranged within the courier's timeframe, the parcel may be returned to us.

Once a parcel has been returned to us due to non-collection or unsuccessful delivery attempts, we can refund the cost of the item(s) purchased. However, the original shipping charge is non-refundable, as the parcel was shipped and the courier service was fully provided.

If you would like the parcel re-sent, additional shipping charges will apply.

We recommend tracking your parcel and responding promptly to any courier notifications to avoid delays or return-to-sender situations.

By placing an order, customers acknowledge and accept these conditions.

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Great Barrier Island Shipping

There is no door to door delivery on Great Barrier Island, items will go as far as Tryphena Wharf and will need to be collected by the receiver for an additional fee (this is determined by the Great Barrier Freight team and is not known up front)

Delivery Timeframe:

Freight travels via a ferry which only sails on Tuesday and Friday. If it misses the cut off for that day it will travel on the next ferry.

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International Shipping

Apart from Australia we cannot ship internationally. 

Orders to Australia:

The standard shipping cost for small parcels is $40.00 NZD (approx $34.00 AUD depending on the currency at the time) If your parcel exceeds this amount, we will contact you via email with the updated freight charge. You can then decide whether you’d like to proceed with the order or not. 

Over $500.00 we offer FREE shipping!

Your order will be shipped via NZ Post or DHL with Track and Trace and should take 6-10 days to get to you from the date of dispatch. If by day 11 you have not received your parcel please contact us straight away so that we can get onto tracking this asap.

Once the parcel leaves New Zealand, any customs fees, taxes, or duties are up to the buyer or recipient to pay and sort out. It’s a good idea to check with your country’s customs rules to see if any extra charges might apply.

We do not do over the phone orders. Please use our website to place orders. Thank you.

Australian Exchanges: 

Please use our exchange form provided HERE
Because our initial postage rates to Australia have been discounted, there may be an additional cost for sending your exchange. Once we receive your email, we’ll confirm the exact amount with you. All prices are listed in NZD, but your payment will be processed in AUD.

Please return your parcel using a Track and Trace service so that we can both confirm that it has arrived safely.

 

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