Shipping Policy, Warranties, Returns, Cancellation fees
All of our orders are shipped through Fastways Couriers, Mainfreight or PBT.
Our Shipping costs are based on courier costs with PBT or Fastways Bigger items will have a higher shipping rate. Rural delivery is extra (some addresses are considered rural by the courier and don’t always have RD in the address. If you are unsure if you are rural, please check with us). Some items are too big for the rural courier and will be sent to the closest Fastway depot for collection from there. All shipping rates will be specified on each item at checkout.
Bulky products are shipped via Mainfreight or PBT and the price varies from product to product, however the price is clearly marked on each option and is grouped into different North and South Island regions. The price given on each option is to the nearest Mainfreight depot for collection from there. If you are close to the depot delivery to home may be arranged. If home delivery is arranged you will need to be home at the time of delivery. This delivery service is to your door only, and the driver will not carry the item inside. It is also to ground floor entries only.
Please check the condition of your parcel/box on delivery. If it appears there is any damage to the box please advise the delivery driver and us immediately. We have 7 days to lodge a claim with the transport company should any damage have occurred.
We may be able to combine shipping. Please check with us if your are interested in multiple items.
Estimated Delivery Times
Delivery times are usually 2-4 days North Island non rural, 2-6 days South Island non rural. Rural delivery may take a few days longer.
Please Note: Chatham Island and Stewart Island delivery is unavailable. Waiheke Island is considered rural.
Our warranty policy covers our products for 3-6 months (depending on the product) from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.
If you feel that your purchase has a fault that is covered under warranty please contact us, including as much detail as possible (including a photo of the issue if possible or applicable) so that we can assess the problem and advise you of a solution. This could be either a repair, replacement or refund. We reserve the right to provide the best possible solution based on availability of stock.
Goods are not returnable simply because you changed your mind.
We aim for 100% customer satisfaction, in the unlikely event that an item arrives faulty we will replace or exchange if your:
Item is damaged
Item is defective
You notify us within 7 days
If your item is unable to be replaced we will offer you a refund
We will do our best to resolve any problems as quickly as possible.
If you purchase a product online and decide to cancel the order before it has been dispatched there will be a 10% cancellation fee to cover the non refundable credit card fees incurred as well as administration costs.