What are your shipping costs?
Shipping can be a very complicated area but here are some general guidelines that we follow. For an order that will fit into one of our standard sized boxes we will use a courier company and the following prices apply.
Auckland (Papakura to Albany) $6 for the first big box and $4 for each subsequent big box.
Rest of NI $10 per medium sized, $15 per large box
SI $15 per medium sized box, $25 per large box
Medium sized box holds 0.06 cubic metres
Large Box holds 0.12 cubic metres
Pricing excludes GST
The website will calculate the shipping costs and you will be able to review these before you have to pay for your order. Please feel free to contact us if you think the website has it wrong or you wish to use your own courier to pick something up.
For an order that will combine to be 1 cubic meter or more we will generally use a freight company (especially outside of Auckland) as they are much more cost effective.
How is my order shipped?
We use a combination of courier companies and freighting companies to give us the most cost effective solution depending on the delivery area and physical size of the order. The companies we deal with are CourierIT , Strait (freight), Road Runner Freight and Speedy Couriers (for urgent courier parcels inside Auckland only). Please note that most companies use sub-contractors to deliver their parcels outside Auckland.
As of June 2018 we now also own our very own curtain sider truck! So we use this truck to deliver larger orders (1 pallet or more) in Auckland. Occasionally we will deliver smaller parcels ourselves but only if it fits into the delivery schedule.
How long should I allow for delivery within New Zealand?
Currently our courier comes twice per day every day at 12pm and 4pm (these times are approximate and may vary). So Auckland orders are generally overnight deliveries. The rest of the North Island is the delivered on the next working day following dispatch. For the South Island the delay is 2-3 working days from dispatch.
The only exceptions to this rule are Rural Delivery addresses which will take longer. This is because the courier company will only deliver your parcel to the nearest NZ Post centre and it is picked up by your Rural Delivery postie from there for delivery to your home. After it is handed off to the RD Postie we are unable to track your parcel as it has passed out of the hands of the courier company.
Please note that these timings above are an indication of delivery time after the order has been dispatched, unfortunately we cannot always account for the vagaries of the Courier Company themselves.
Deliveries are OFTEN delayed in the weeks before Christmas as the courier companies are incredibly busy, it's best to allow extra time over this period if at all possible. Occasionally we may run out of stock and an order may be delayed.
How long should I wait before contacting you if my parcel hasn’t arrived?
Please have a look at the Order" page on our website. There you can see your order history and a status beside each one. Sometimes things are out of stock in which case the status will be "waiting for product" Please don't hesitate to contact us if you want to discuss the progress of your order.
If your parcel has not arrived within 7 days of placing your order (and you haven’t heard anything to the contrary from us) then please contact us and we will trace your order with the appropriate company.
Do you offer a refund or exchange if the goods are not as you expected them to be?
Please choose your products carefully as we cannot refund if you change your mind. We try very hard to make sure that all the relevant information about our products is on the website for you to check before you buy. If there is something about a product you would like to know before you purchase then please contact us and we will be more than happy to help! We may exchange at our discretion. Sometimes we may take a product back and refund but a 10% restocking fee applies and the chances of us agreeing to accept custom cut mailing tubes back are very slim!
Under what conditions will you offer a refund?
A replacement will be issued in the first instance but if that is not available we will refund your money or send you an alternate product depending on your wishes. A full replacement or refund will be issued if your goods are not received or they are damaged upon arrival. Any damage to products must be reported to us within 7 days of arrival to be eligible for a refund.