Shipping policy
What is my delivery cost?
Delivery is calculated based delivery address. Some items are 'Free Shipping' and other special promotions. See each product for offers. Also at checkout select the applicable shipping cost based on the product purchased.
Some of our products offer Free Shipping - what does this cover?
Our Free Shipping excludes rural delivery and offshore addresses - additional charges apply for rural and island delivery. Any urban residential or business address can be provided as an alternative to the additional charges.
If for any reason you choose to decline delivery at point of delivery, your order will possibly be subject to additional delivery charges. Our Online Sales team will advise as to what these additional delivery charges will be on a case-by-case basis. Re-delivery will not be organised until payment of these additional charges has been made and all parties have agreed on a re-delivery date.
Which products can be delivered to my home?
Most of the products on your store can be delivered directly to your home address. Some of our larger products, such as a selection of our outdoor fire ranges, spa pools these may need to be delivered as far as your nearest freight depot. This is because the products require specialist delivery equipment such as Hiab cranes due to their size. You can easily arrange that final step of delivery with a transport company local to you. We can also step in and assist you.
How long will delivery take?
Our usual estimated delivery time frames are:
- North Island 5-7 working days
- South Island 4-10 working days
Our freight companies deliver on business days (Monday to Friday, excluding Public Holidays). Orders placed on weekends and public holidays will be dispatched the next working day.
We do indicate these time frames, wherever possible, on our individual product listings.
The product I have purchased is on backorder - how will I know when it is going to be delivered?
We do indicate on individual product listings, wherever possible, products that are on backorder and so will have delayed delivery time frames. Our team will be in touch to advise of any backorders or delays surrounding your order at the point of receiving your order. We will let you know your estimated delivery time frame and keep you as updated as possible with regards to any changes (please note, we are sometimes dependent on the information we receive from our suppliers in terms of providing you with these updates).
Will you provide me with tracking details for my order?
Yes, we will be in touch via email with tracking details when your order is dispatched.
Do I need to be home to receive my order?
To ensure you receive your order, especially if it is a large item, we recommend providing a delivery address where you are present during regular business hours. Please also provide a contact phone number for all orders - for larger products we do request that the freight company call you prior to delivery.
I have been following my tracking details but my order does not seem to be progressing - how can you help?
Our team do follow your tracking details to ensure your delivery is progressing, however if your order delivery status on your tracking details has not changed within 5 working days and you have not heard from us, please email shop@yourstore.nz
We will work to get your delivery sorted as soon as possible.
Do I need to check over my order on arrival?
It is very important that you thoroughly check over any items we deliver to you on arrival, or as soon as possible after arrival.
I have received the wrong order - what should I do?
If you think the item you have received is not what you ordered, please email shop@yourstore.nz as soon as possible.
My order has arrived damaged - what should I do?
If your order has arrived damaged do not sign for delivery with the freight company representative. Instead, note in the place of signature that the goods are damaged.
You will need to notify us within 48 hours of your delivery of any damage in order for us to arrange an exchange. Please immediately email your order and contact details, along with photographs of the damage, to shop@yourstore.nz