Shipping Policy

 

Order placement

While you are finalising your order on our website you will be able to choose which shipping method you prefer that we have available for your destination.

When you complete the order, you will be immediately emailed a receipt. This summarises the items you have ordered, the amount, the shipping address and our order number. Please keep this information in case you need to contact us about your order.

PO Boxes

We prefer to ship to physical addresses, but we can ship to PO Boxes and APO addresses although this means using parcel postage with limited or no tracking.

Payment

Your payment must be received before we process your order. If there is a problem or a delay with your payment we will contact you.

Order processing time

We try to process your order promptly. We normally do this within 1 to 5 days of your payment confirmation.

Order cancellation

You can cancel your order up to the point when we begin processing it. We ship promptly so you need to be quick. Once processed your order can no longer be cancelled or refunded.

Shipping confirmation

When we have processed your order we will email you a shipping confirmation. It will include the courier information and tracking information.

Delivery time

When you choose the delivery method, we show an estimated delivery time. This should be treated as a guideline only and the actual time can increase due to factors beyond our control such as adverse weather, airline delays and customs delays for orders shipped to addresses outside New Zealand.

If your order fails to be delivered within our delivery time estimation, please contact the courier company directly for information. You can use the track and trace information shown in your shipping confirmation online. If your goods fail to be received after one further week, then please contact us.

Order replacement

We will consider your request for a replacement or refund should your order fail to be delivered within the guidelines above.

Customs duty, VAT, GST

All orders are shipped from New Zealand. You will be responsible to pay for any customs fees, VAT or GST that your government applies to imported orders. We have not included this in the price you paid us.

USA

At this time USA Customs does not charge for customs duty or sales tax. However they do require time to process your parcel.

UK

If your order is shipped by courier then the courier company will contact you about any government fees. If your order is over £15, HM Revenue & Customs will charge you VAT when you import goods into the UK via Royal Mail. If your order does encounter VAT then Royal Mail will also add a handling fee and this is typically £8. These charges are payable by you to Royal Mail when your parcel arrives.

Other countries

Please check with your local Customs website for thresholds and charges that apply.