Shipping policy
Shipping & Handling
We know you're excited to receive your order. That's why we do our best to process and ship all orders within 1-2 business days of purchase. Please note that this doesn't include weekends or public holidays.
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Same-Day Shipping: We strive to ship orders placed before 2:00 PM NZST on the same business day, but this is not guaranteed.
Delivery Estimates
We use reliable courier services to ensure your order gets to you safely and quickly. Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number so you can follow its journey.
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New Zealand (Domestic): All orders are shipped via NZ Post Overnight Courier. You can expect delivery within 1-3 business days after dispatch. Please be aware that rural deliveries may take an extra 1-2 days.
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Australia: Orders are sent with NZ Post / Australian Post. Delivery is estimated to take 10-14 working days from the date of dispatch.
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International: We ship international orders via NZ Post, which then hands the package over to your local postal service for final delivery. While we aim for a fast delivery, timeframes can vary significantly based on your destination and local customs processes.
Free Shipping
We occasionally offer free shipping promotions. When available, the free shipping option is only valid for New Zealand addresses.
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Bulk/Wholesale Orders: For bulk or wholesale orders, please contact us for a shipping quote before placing your order. We will work to find the most cost-effective international shipping rates available.
Customs, Duties & Taxes
Orders shipped to destinations outside of New Zealand may be subject to import taxes, customs duties, and other fees levied by the destination country. These charges are the responsibility of the recipient.
We have no control over these charges and cannot predict what they might be. We recommend contacting your local customs office for more information before placing an international order to avoid unexpected fees.
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Customs Delays: Please be aware that customs procedures can cause delays beyond our original delivery estimates.
Orders shipped to the United States may be subject to import taxes, customs duties, and fees (including a Merchandise Processing Fee) levied by U.S. Customs and Border Protection (CBP).
These charges are the sole responsibility of the recipient. When you place an international order with us, you are considered the importer of record and must comply with all laws and regulations of the United States. We have no control over these charges and cannot predict what they may be.
Please be aware of the following for all U.S. orders:
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De Minimis Rule: The U.S. has a "de minimis" value threshold for imported goods. As of [Insert Current Year], packages valued at $800 USD or less per person per day are generally exempt from duties and taxes. However, this is not a guarantee.
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Carrier Fees: The shipping carrier (e.g., NZ Post, USPS, etc.) may also charge a separate fee for processing and handling the customs clearance of your package.
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Customs Delays: Customs clearance procedures can cause delays beyond our original delivery estimates.
We strongly recommend contacting your local CBP office or a customs broker for more information on potential fees before placing an international order.
Lost or Damaged Packages
In the rare event that your order is lost or damaged in transit, please contact us immediately at [Your Email Address] with your order number. We will work with the courier to resolve the issue as quickly as possible.
Returns, Exchanges & Refunds
Your satisfaction is our top priority. We are happy to facilitate exchanges or accept returns for a valid reason, such as a product that doesn't fit or is damaged upon arrival.