Shipping & Delivery 

What is my delivery cost?
Delivery is calculated by your delivery address and the item purchased. Some products include Free Shipping or special promos, which will be shown on the product page. At checkout, select the shipping option that applies to your item and address.

What does “Free Shipping” cover?
Free Shipping applies to urban residential or business addresses within New Zealand. Rural delivery and offshore locations (including islands) are excluded and attract additional charges. If you prefer to avoid rural surcharges, you can nominate an urban address or a local depot for collection.

If you decline delivery at the door, additional redelivery or return charges may apply. Our Online Sales team will confirm any costs on a case-by-case basis, and redelivery will be arranged once payment is received and a new date is agreed.

Which products can be delivered to my home?
Most products can be delivered directly to your home or business. Very large or heavy items—such as some outdoor fire models and spa pools—may need to be delivered to your nearest freight depot if specialist equipment (e.g., a Hiab crane) is required. You can arrange the final leg with a local transport company, and we’re happy to help coordinate if needed.

How long will delivery take?
Typical time frames are 5–7 working days for the North Island and 4–10 working days for the South Island. Couriers and freight partners deliver Monday to Friday, excluding public holidays. Orders placed on weekends or public holidays dispatch on the next working day. Where possible, estimated time frames are shown on individual product pages.

My item is on backorder—how will I know when it’s coming?
Products on backorder are indicated on the product page when we have that information. After you place an order, our team will confirm any backorder status, provide an estimated delivery window, and keep you updated. Timings may depend on updates from our suppliers.

Will I get tracking details?
Yes. We’ll email tracking information as soon as your order is dispatched.

Do I need to be home to receive my order?
For reliable delivery—especially for large items—use an address where someone is available during business hours. Please include a contact phone number. For oversized items, the freight company will usually call before delivery.

My tracking hasn’t moved—what should I do?
We monitor shipments, but if your tracking hasn’t updated for five working days and you haven’t heard from us, email shop@yourstore.nz and we’ll chase it up.

Do I need to check my order on arrival?
Yes—inspect your items on delivery, or as soon as possible after. Prompt checks help us resolve issues quickly.

I received the wrong item—what now?
If your order isn’t what you expected, email shop@yourstore.nz as soon as possible with your order number and details so we can sort it.

My order arrived damaged—what should I do?
Do not sign as received in good condition. Ask the driver to note the damage on the delivery docket, or sign as “goods received damaged.” Notify us within 48 hours by emailing shop@yourstore.nz with your order details and photos of the damage so we can arrange a replacement or next steps.