New Zealand Deliveries

Our delivery target for NZ deliveries is delivery to your door within 3-10 days of placing an order with us depending on your location. Our target delivery timeframe for the North Island is overnight from the time of dispatch (when the courier collects your order from us) and for the South Island, it is two days from time of dispatch. Delivery days are working or business days only and exclude weekends and public holidays.

We also allow customer pick-up of orders from our Auckland office. You will need to arrange this with us directly by calling us on 0800 828 795 (NZ only) as it is by appointment only and subject to availability. For pick-up orders we ask for payment by Visa in advance of you coming so we can prepare your invoice and pack the goods.

If an urgent delivery is required, please note this on your order and we will contact you and let you know if we can meet your chosen delivery date. There may be an additional cost for urgent overnight deliveries to the South Island regardless of the value of the order, so it is best to plan in advance!

There may be delivery delays during special holidays e.g. Easter and in the lead-up to Christmas especially in December. These are outside of our control so please take this into account when ordering to meet a special occasion.

We use Fastway Couriers nationally and they offer Track and Trace (pick-up/in transit/drop-off time and date) facilities. We also use NZ Post Track & Trace parcel post for smaller items and delivery to Waiheke Island. For extra heavy (25kg+), and oversize parcels we use Peter Baker Transport nationally who also offer Track and Trace. If you are located in a Rural District (RD) it is important you include your RD details in the delivery address so we can be take it into account when we dispatch your goods. We reserve the right to use a different courier or delivery agent at our discretion.

All deliveries are normally "signature required". If there is no one available to sign for a delivery, a missed delivery card will be left by the courier. You then have two options which are to visit the courier depot and pick the parcel up yourself or arrange another time for the delivery when you will be home. If you opt for “no signature required” at the time of ordering and you give a specific message as to where you want the parcel left, we are not responsible for deliveries stolen, damaged, misplaced or not delivered.

Delivery Charges
Delivery charges appear in the shopping cart and are in addition to the product price. Orders with a product value of $100 and over are delivered FREIGHT FREE throughout New Zealand using our standard delivery service. The delivery charge for orders under $100 is $6.50 per order, New Zealand wide, again using our standard delivery service. For special or urgent delivery options please contact us for charges as the cost may be prohibitive depending on your location.

Out of Stock Items
We try to be in stock at all times however some products are fast moving and sourced overseas. We do not guarantee that the products listed on our Web Sites will always be in stock. If any product goes out of stock, a warning message will usually be displayed at the bottom of the product information screen indicating it is out of stock. However, because it is an automated real-time service, there may be delays. We can either suggest to you a substitute product or backorder the same product on request but you will be advised in any event of the extra delay.

Important Information
We deliver to commercial and residential properties only (and not PO Box). All risk of loss of, or damage to, the products passes to you on delivery of the products. The delivery targets listed above are a guide only. We do not guarantee that your order will be delivered within those delivery targets.

In the unlikely event that any of our products reach you in a damaged condition, simply return the products to us within 14 days, and at your option, we will either provide you with a replacement product or refund your purchase in full, plus any delivery charges charged by us and any reasonable shipping costs incurred by you to return the goods to us (please let us know how much!). If you decide that any of our products are not suitable for any other reason, please return those products to us unused, in their original packaging and in the same condition they reached you - within 14 days of purchase. We will refund your purchase price in full. It is important to know that in this case we won’t refund any delivery charges or shipping costs.

Any refunds will be processed by us once the products have been safely returned. On that note, please let us know when you are returning anything so we can look out for it. When we receive the returns we will contact you to arrange the refund. In most cases refunds will be paid to you using the same method that you used for the original payment.

Important Information
Returned goods are the responsibility of the customer until they reach us, as we will not be held responsible for goods lost in transit. If you have any questions regarding our return policy, please contact us at here

Overseas Deliveries

Delivery targets for overseas destinations (outside of New Zealand) will depend on the International Postal Service, and are typically 5-21 days from the date of dispatch. We send goods from New Zealand via NZ Post. When your order is dispatched, we will let you know and tell you the expected delivery date so that you can be on the look out for your packages. For overseas deliveries we generally use International Air with Track & Trace. Please be aware that in some countries (e.g. Italy) additional taxes/customs payments may be payable on products being imported. We are not responsible to advise you of any of these charges and are not liable to cover these costs. If you are unsure of any taxes/charges applicable please contact your Government Agency responsible.

Freight Estimator for NZ Export orders

This web site features a Freight Estimator that allows overseas & NZ customers to view a product, choose a destination country and then obtain a freight cost and delivery lead time estimate for exporting. This facility allows customers to conclude an order at the checkout for product, freight costs and payment method in one operation. The standard alternative is for overseas customers to order and pay for the product then await a freight quotation which requires additional freight cost payments and time delays. All freight rates are based on the current NZ Post freight rate schedule for International Air Mail.

Benefits of this Freight Estimator:

• Pay freight and Product charges in one go
• Save 12.5% NZ taxes when exporting
• Pay NZ$ at favourable exchange rates
• Receive realistic delivery lead times

Export Countries- Most countries around the world can be selected for exporting our product. The selection can be made from the drop down list provided at the bottom of each product page. Some countries delivery destinations are excluded from the automated freight estimation process if they are considered a fraud risk (these vary at different times). In these cases the normal freight quotation process applies where by we will advise the freight cost by separate email. If you are not in NZ and you wish us to export to another country other than NZ we reserve the right not to supply based on any adverse risk profiles. Please do not be offended if this happens as we receive advice from many sources in making our supply consideration. Once you use the Freight Estimator in your browsing session and select a country to export to, any further browsing and estimation will be based on the last country chosen for estimates.You can change the country at any time on any of the product pages.

NZ Taxes (GST) - export orders will have NZ taxes removed on the product pages when you have selected an overseas destination in the Freight Estimator. This tax is known as G.S.T or Goods and Services Tax and is currently 12.5% . Overseas customers effectively save this amount when product is exported however you will need to check whether taxes may be applied to the order when you “import” it into your country. In most cases you will not have to pay any taxes to receipt your order because of the low values of our products. You are responsible for any duties or taxes payable when you receive your order in your country.

Exchange Rates- You may be aware that NZ is a favourable country to export to overseas markets due to our exchange rates. These rates can vary considerably however in many cases you will find product priced on our site with taxes removed and exchange rates quoted can be very competitive compared to what you will find in your own or another country. You can select alternative overseas prices/exchange rates by selecting differing currencies (A$, $US, Euro, Pnds, $C) on our currency convertor located on the bottom RHS of our website pages. When you browse our site with an alternative currency (NZ default) selected you will see all pricing estimated with exchange rates as at that day (refreshed daily) along with the NZ$ equivalent. You will be charged in NZ$ and the exchange rates used will be an ESTIMATE of the amount you will be charged. This will depend on the conversion rate used by your credit card company and any charges the card company may apply.

Product Out Of Stock- We endeavor to hold all products in stock at all times however if one/all of the products in your order is out of stock at the time of ordering the delivery lead time will extend to reflect local procurement lead times. These lead times assume the supplier has stock but if there is a delay you will be advised and offered the options of a refund or backorder the product.

Delivery Time Frames- The delivery lead time to overseas destinations varies according to the country you select and the applicable Postal World Zone. NZ Post recognises five World Zones and in general, the further your destination country the higher the zone number, the more costly the freight rate and the longer it will take to reach you. Delivery lead times are in “working days” which exclude weekends and public holidays. The delivery time can vary considerably and is usually stated as e.g. 3~10 working days. This includes local handling time from despatch to Post Office Delivery assuming the product is in stock. If one/all of the products in your order has not had an actual weight established as yet in our database you will see a note to that effect on the product page and we will send you a email freight quote. This means you will only be able to pay for the product cost in the checkout.

Oversize product- If your order contains a product which is deemed oversize to export according to NZ post parameters you will be advised in the product page when using the freight estimator and at the checkout . The current export limit is a box length + girth less than 2m e.g. 1.00m (length) x 0.25m x2 (width ) x 0.25m x2 (height). For boxes over this limit we can obtain a quote from NZ Post/DHL however our experience is that the cost is prohibitive. If this option is chosen we will request payment via Pay Pal.

Overweight product- If your order has a product which is deemed overweight for export you will be advised by the freight estimator and checkout. Typically we find that heavier products like trikes are freight cost prohibitive to far flung destinations like the United Kingdom and we would urge you in the first instance to ensure there is not a cheaper retail option closer to your own home. For delivery into NZ, if the freight estimator indicates an overweight product we will give you an alternative freight surcharge.

Track and Trace- For most orders and destination you will not have to worry about these charges. If however your packaged order weighs more than 2kg or over NZ$250 an additional NZ$10 charge will apply at the checkout. Track and Trace is not available to some destinations e.g. Denmark and the charge will not be applied in these circumstances.

Insurance- If your order weighs more than 2Kg or totals more than NZ$250 and less than NZ$1500 an Insurance charge of NZ$10 will be applied at the checkout. The maximum Insurance cover is NZ$1500. If your order is sent via another carrier other than NZ Post different charges will apply.

Freight Calculation method- The freight Estimator works by taking the actual product weight (shown in the product description where noted) and adds a packaging allowance to calculate the total package weight. This total weight is then applied to NZ Post International Air Mail freight tables and that cost is applied at the checkout. When you have multiple products in one parcel only the one packaging allowance will apply. The packaging allowance takes into account the average weight for packing materials including bubble wrap, corrugated board/box, cushioning paper etc.

Freight Methods- Although NZ Post offers four different overseas freight methods offering varying delivery lead times/cost to different destinations we have chosen only International Air Mail being the most cost effective and timely method. In general, the further the destination from NZ the greater the cost and longer the lead time within any given freight zone. If you wish to select an alternative freight method (to reduce charges & increase delivery lead time) or you want to crosscheck our freight estimator with NZ Post you can calculate the charges here.

Free Freight Allowance- This allowance, if an order is over $100 the freight charge of $6.50 is waived and is only available to Loyalty club members where applicable reaching Silver & Gold award on all their orders. All NZ domestic orders over $100 also receive the free freight allowance.

Overseas export orders Refunds/Returns/non receipt - Because of the practicalities of exporting overseas we cannot be held liable for any orders not received. Additionally, it is not practical for customers to return product back to NZ if damaged. We will do our best in these circumstances to assist customers where one of these events has occurred but once orders leave NZ they are out of our control. It is our experience to have had 100% supply success for export orders within NZ Post delivery lead times and product delivered undamaged. Orders over 2Kg or over NZ$250 will have track and trace plus insurance which allows some protection.

Fraudulent Activity- It is our experience that some “customers” are not who they say they are and are intent in defrauding retailers. We work closely with NZ authorities including banks to limit online fraudulent activity and although we cannot disclose the many order parameters we watch for, we will err on the side of caution if we suspect any risky orders. If we decline to supply an order for any reason we will notify the customer and return the payment back via the same method/credit card the charge was made. Please do not be offended if this occurs as we need to take reasonable steps to protect our business and overseas credit card owners.