Shipping policy

Shipping Policy

Shipping Destinations

We ship internationally to most destinations, including New Zealand, Australia, the United States, Canada, Europe, and other supported regions.

We reserve the right to cancel and refund an order if we are unable to ship to the destination country, if carrier restrictions apply, or if the item cannot be legally or practically exported or imported.

Shipping Carrier

We generally use DHL Express for international shipping.

We reserve the right to use another suitable carrier where required. This may include NZ Post for certain delivery zones, including zones 5 and 6.

See zones here

The carrier used for your order may depend on the delivery location, item size, item weight, item value, carrier availability, and any shipping restrictions that apply.

Order Processing

We aim to process and dispatch orders as quickly as possible once payment has been received.

Orders are usually processed during normal business days, excluding weekends and public holidays.

If there is any delay with processing your order, we will contact you as soon as reasonably possible.

Shipping Costs

Shipping costs, where applicable, will be shown at checkout before payment is completed.

Some items may qualify for free shipping where stated on the product page or during checkout.

Additional charges may apply for remote areas, oversized items, heavy items, special handling, or destinations that require special freight arrangements.

If additional shipping costs apply after checkout, we will contact you before dispatch.

Delivery Timeframes

Estimated delivery timeframes are provided as a guide only.

Delivery times may vary depending on the destination country, delivery address, courier availability, customs processing, border clearance, public holidays, weather events, and other factors outside our control.

We are not responsible for delays once an order has been collected or handed over to the courier or freight provider.

Customs, Duties, and Import Taxes

International orders may be subject to customs duties, import taxes, brokerage fees, VAT, GST, tariffs, or other charges imposed by the destination country.

These charges are the responsibility of the buyer and are not included in the item price or shipping cost unless clearly stated otherwise.

The customer is responsible for checking any import requirements, restrictions, duties, taxes, or compliance obligations that may apply in their country before placing an order.

We are not responsible for delays, additional costs, or failed delivery caused by customs, import restrictions, unpaid duties or taxes, or incorrect import information provided by the customer.

Delivery Address and Contact Details

Please ensure your delivery address is complete and accurate at the time of placing your order.

For international orders, please include all required address details, including postal code, state, province, region, business name where applicable, and a valid contact phone number.

The customer is responsible for any delays, failed delivery, return shipping costs, or additional charges caused by incorrect or incomplete delivery details.

If an order is returned to us because of an incorrect address, failed delivery, unpaid customs charges, refusal of delivery, or non collection, the customer may be responsible for any additional costs to resend the order.

Tracking

Where tracking is available, tracking details will be provided after your order has been dispatched.

Tracking updates are supplied by the courier or freight provider and may not appear immediately after dispatch.

Once an order is in transit, tracking information and delivery updates are managed by the courier or freight provider.

Authority to Leave

If you request or allow an order to be left without a signature, this is done at your own risk.

We are not responsible for loss, theft, or damage after the courier or freight provider has marked the order as delivered.

Large, Heavy, or Special Freight Items

Some industrial, electrical, mechanical, or oversized items may require special handling, commercial delivery arrangements, or freight services.

For these items, delivery costs and timeframes may vary.

If special freight arrangements or additional costs are required, we will contact you before dispatch.

Damaged Items in Transit

If your order arrives damaged, please contact us as soon as possible.

Please keep the original packaging and provide photos of:

The damaged item
The outer packaging
The courier label
Any internal packaging or protection used

This information helps us assess the issue and, where required, raise a claim with the courier or freight provider.

Please do not dispose of the item or packaging until we have reviewed the issue.

Missing or Incorrect Items

If an item is missing from your order, or you believe you have received the wrong item, please contact us as soon as possible with your order number and details of the issue.

We may request photos of the packaging, courier label, and items received so we can investigate and resolve the matter.

Refused Delivery, Unpaid Duties, or Unclaimed Parcels

If a delivery is refused, customs duties or taxes are not paid, or a parcel is not collected, the order may be returned to us or abandoned by the carrier.

If the item is returned to us, any refund may be reduced by original shipping costs, return shipping costs, customs fees, carrier fees, or other costs incurred.

If the parcel is abandoned, destroyed, or not returned to us by the carrier, we may be unable to issue a refund.