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Delivery Information
We are committed to getting your order to you safely and efficiently. Please read the following information carefully to ensure a smooth delivery process.
How to Contact Us
We do not take phone calls. Every enquiry, order and instruction is handled in writing so that it is documented and nothing is lost or misheard. Please contact us by email at [email protected], or by WhatsApp or text message to +64 27 365 9516. We handle a very high volume of orders and enquiries every day, so messages are answered in order and a reply may not be immediate.
How Your Installation Is Arranged
When an installation is booked, our system assigns a qualified technician to your job and sends you their details. The technician then contacts you directly to arrange the date and time and to discuss anything specific to your site, and completes the work. Installation scheduling is handled between you and the technician doing the job.
Where Your Goods Are Delivered
Goods are delivered either to the customer’s address or to the assigned technician or installer’s address, depending on the supplier and the circumstances of the order. Where an installation has been booked, sending the unit directly to the installer is often the faster option. Either way the goods travel from a supplier warehouse and a freight charge applies. Freight is charged on the delivery itself, not on who signs for it.
Delivery and Installation Are Separate Charges
The delivery charge covers moving the goods from the supplier warehouse to the delivery address. Any installation option selected at checkout is a separate charge for the installer’s labour and materials on site. One does not replace or include the other. The product and the installation are separate purchases: if you cancel the installation before it has been carried out, the installation charge is refunded in full and you keep the product, which is not refunded.
Freight Discount, Not Free Delivery
Orders over $1,000 receive a freight discount on a sliding scale, set out under Discounted Delivery Terms further down this page. This is a discount on the freight charge, it is not free delivery. Free delivery applies to selected product ranges only and, where it applies, it is shown at checkout before you pay.
Delivery Process & Timescales
We partner with trusted third-party carriers like Mainfreight and New Zealand Post to deliver your goods. Delivery times are estimates only (typically 2-9 working days) and we are not liable for any delays caused by the freight provider. For large items, the carrier will often contact you to arrange a suitable delivery time.
Receiving Your Delivery: IMPORTANT
This is the most critical step to protect your purchase.
- Inspection is Required: All deliveries require a person to be present to receive and sign for the goods. Before signing, you MUST inspect the packaging and the item for any signs of damage that may have occurred in transit.
- If Damage is Found: If you see any damage, you must note it on the driver’s delivery document (e.g., “Box damaged, subject to inspection”). If the item itself is clearly damaged, you should refuse to accept the delivery.
- Signing Confirms Acceptance: By signing for the delivery without noting any issues, you are confirming that the goods were received in good condition. Claims for transit damage made after signing may not be accepted.
- Failed Delivery: If you are not available to receive a scheduled delivery, a redelivery fee (typically NZD 50) will be charged to you.
Click & Collect
If you select Click & Collect, please pick up your order within 5 working days of being notified it is ready. A daily storage fee of NZD 10 will apply to orders not collected within this timeframe.
Our Returns Policy
We stand by the quality of our products and are committed to meeting our obligations under New Zealand law. Please read our returns policy carefully before making a purchase.
Faulty or Damaged Goods (Your Rights Under the CGA)
Under the Consumer Guarantees Act 1993, if a product is faulty, not of acceptable quality, or does not match its description, we will meet our legal obligations to provide a remedy. This may be a repair, a replacement, or a refund, depending on the nature of the fault.
If your product is faulty, please contact us immediately with your order details and a description of the issue so we can arrange a solution.
“Change of Mind” Returns: Our Policy is Final
Please choose your products carefully. As a firm policy, we do not offer refunds, returns, or exchanges if you change your mind, order the wrong product, or your circumstances change.
This policy is in place because our products are sourced to order and cannot be returned to stock once they have been supplied. A purchase from NZ DEPOT Limited is considered a final sale.
In very exceptional circumstances, a return may be considered at our sole discretion. If we agree to make an exception, it will be subject to the following strict conditions, without negotiation:
- The product must be brand new, unopened, and in its original, sealed packaging.
- A 20% restocking fee will be deducted from any credit amount.
- You are responsible for all costs associated with returning the item to us.
- Original shipping costs and any payment processing fees are non-refundable.
This ensures we can continue to offer competitive pricing to all our customers. We appreciate your understanding.
Delivery
NZDEPOT provides several ways to receive the goods you purchased online, Auckland office:
- You can pick your order up at one of our Auckland Office Addresses or eligible pickup options you find at the checkout page.
- We deliver small orders up to 20kg via New Zealand Post
- We deliver large orders via Fliways or Mainfreight.
- We give ETA or Estimated time of delivery given by the third-party courier companies which we don’t have control over them. You may find some delays or quick deliveries depending on their workloads.
- we do not provide shipping services to forwarding addresses. Our shipping is limited exclusively to Australian or New Zealand residential and commercial addresses, where the recipient either resides or conducts business. In the event that an order is placed with a freight forwarder and it is determined that the designated recipient does not have a bona fide connection to the specified location, we will initiate a refund process. Please note that any fees associated with third-party payment gateways utilized during the checkout process will not be eligible for a refund.
Click & Collect
Most of the products are available online and can only be delivered to the customer’s address. any products offer a pickup option along with delivery, you will find the option at the checkout page after filling up your details.
Please note that for now, we allow pickups on orders over $200.
Our Auckland Office pickups enable you to shop safely online and collect your order from our Auckland Office thereby saving on delivery costs.
- Shop online and place your order. If your order is eligible for the pickup option (equal or more than $200) you can choose to pick up from our Auckland Office.
- A confirmation email sent at the time of order approval with further information. If it is an urgent order, please contact us to have this processed asap.
- a) AUCKLAND PICKUP: Please follow the signs or directions of the parking. You will receive further instructions then.
- If you have any other queries, please don’t hesitate to contact us at [email protected].
Please note that we have a 5-day pickup policy which means you need to make sure you pick up your order within 5 days of purchase. After 5 days, we charge a daily storage fee of $10 (inc. GST) for each day.
We will only waive the storage fee if your order contains backorder items.
If you find that you can’t pick your order up within 5 days and wish to avoid incurring storage fees, we can deliver the order to you. Just text us on 0273659516 and arrange for your order to be delivered. Please note that you will be charged for the delivery.
If the delivery option also doesn’t work for you, we can put the items back in stock until you’re ready to pick them up, however, please note that items may be sold to other customers and go out of stock.
Deliveries
Shipping Unit/Goods:
This is the Customer’s responsibility to make sure someone is at the shipping address to receive goods. The courier driver will only be responsible for delivering the goods from door-to-door delivery unless the request is approved prior to the purchase.
For Failed delivery, the customer will be charged $50 for attempting again.
Goods Inspection on Delivery
IMPORTANT! – All deliveries require a person present to unpack and inspect the delivery and sign for goods received confirming they are in good condition and free from breakages/damage. It is advisable that you immediately open packages and inspect for signs of damage or defect.
If you accept the delivered goods without a person present you will reduce your rights to claim for transport damage or loss. This will not reduce your rights to claim for faults in manufacturing etc.
Please do not sign “undamaged” unless you are delighted with the condition of the items in your order in respect of breakages, damages or defects.
Standard Delivery Service
Normally we will ship your order within 3-5 working days after payment is received. Our carriers will endeavour to give you advance notice of the delivery to your address on the day if requested and whenever practical. The driver will be on-site for up to 10 minutes at drop off.
Requesting a Delivery Date
Due to our optimised logistics, we cannot offer or guarantee deliveries for a specific date or time. You may request us to not deliver before a certain date but please note that, if we need to store your order for more than 3 days from the date of purchase, you will incur our standard storage fee of $20 (inc. GST) per each day over 3 days. For example, if you bought something today and requested delivery for sometime after 5 days, you would incur a storage fee.
City Residential Area Deliveries
Delivery to the driveway for city residential areas only. This excludes difficult driveways and unfinished sites, rural areas, multilevel apartments/dwellings etc.
South Island city residential includes Christchurch, Nelson, Dunedin Cities only.
In Case of Damage
If your order has been delivered by our own NZDEPOT delivery service, you will be able to arrange a return/replacement on the spot with the driver.
If your order has been delivered by our partner carriers, make sure you state that (some) goods were damaged on the proof of delivery document then please contact our customer service team to lodge a return/replacement claim.
Town and Rural Deliveries
In general, large orders are delivered to your specified address whenever possible. The carrier will call you in advance to notify you of the envisaged delivery date and time. Please ensure that there is someone present to accept and sign for the delivery.
Please note that deliveries to some rural areas are subject to rural distance and fuel surcharges. While our system tries to present accurate delivery charges, Trading as NZDEPOT. reserves the right to charge for additional delivery costs after the order has been placed. Please note that you may be contacted by our customer services in the case when the actual cost to deliver to your address is higher than the estimated checkout delivery charge.
Please note that deliveries of items weighing over 30Kg require you to have 1 suitable unloading person on site able to carry 30Kg in addition to the driver.
Small orders delivered by courier will have a rural delivery surcharge of $5 applied at the checkout when you enter your address.
Usual Delivery Times
Delivery times depend on the size of your order and destination.
- We use our delivery vehicles in Auckland City.
- New Zealand Post for small orders up to 20kg.
- Owens for large orders.
Following delivery times are indicative only:
| AVERAGE DELIVERY TIMES* | SMALL ITEMS | LARGE ITEMS |
|---|---|---|
| Auckland City | 2-3 days | 3-8 days |
| Hamilton / Tauranga City | 2-5 days | 5-8 days |
| Wellington City | 2-5 days | 5-8 days |
| Rest of North Island | 2-5 days | 6-9 days |
| Christchurch City | 3-6 days | 12-18 days |
| Dunedin City | 3-6 days | 12-18 days |
| Rest of South Island | 4-8 days | 12-18 days |
*Working Days, After Transaction Validated. Please note that we may require additional payment verification for orders over a certain value.
However, we often deliver quicker, and sometimes we may be delayed.
Delivery Exclusions
Please note that standard deliveries exclude special delivery services:
- Express deliveries (same day)
- After hours
- Unpacking & assembly
- Box / pallet removal
- Installation
- Placement within your home
- More than 10 minutes on site
Discounted Delivery Terms
We offer competitive delivery rates on almost all of our items (some exclusions apply). The minimum delivery charge is $5 for small items under $100.
If the order contains large items or a mix of large and small items, then our discounted freight charges apply. Discounted freight is based on the subtotal of all large items (ie. appliances, vanities, baths, etc) taking effect for subtotals of $1000 and over. For each heavy item in the cart, freight is calculated by adding up the item’s freight cost to your specified delivery zone, then depending on the large item subtotal; a discount is applied. The discount starts at 10% off the full calculated freight cost at a subtotal of $1000 and increases by 2% for every $100 up to the upper threshold of $3000 where the discount ends at 50%. For large item subtotals over $3000, the discount is 50%.
When you enter your delivery address in the checkout, the final freight charge is calculated by applying a rounding method to the discounted value and subtracting that from the full freight cost which is what will be shown in the checkout as the final delivery cost. The checkout will show the full freight cost and the discounted freight that is charged to your order.
Small items do not contribute to the discounted delivery calculations. We frequently send small items out separately so their freight is added to the large item freight for the final freight cost.
Please note that some items do not qualify for discounted delivery. Christchurch / South Island only items do not qualify for discounted delivery to the North Island.
Please note that the delivery estimates on the product details pages may differ from the final delivery charge in the checkout as the freight is calculated to your delivery address and discounts are applied.
Returns, Cancellation, Upgrades & Downgrades
NZ DEPOT will happily assist customers who wish to return or exchange goods purchased from us online. Our returns policy is in addition to your rights under the Consumer Guarantees Act (NZ) or Australian Consumer Law.
We Don’t offer a CHANGE OF MIND Refund Policy.
For Any faulty product, Of course, the goods should be unused, undamaged, unscratched and in original sealed and in a re-saleable condition, ideally with their original packaging. Simply contact us or text 0273659516 and let us know that you wish to return your items and we’ll get things underway. Please make sure you specify your invoice, sales or order number or TradeMe reference as well as the reason for returning the item. It is up to the NZ DEPOT team to make their decision. Any additional fees on the checkout or third party service will not be refunded such as “Payment Gateway Fees”, Shipping fees etc… plus the customer needs to send the goods back to the sender at his own shipping expense.
Where a return is requested within 28 days of purchase, a restocking fee applies: 20% of the item price where the item is unopened and in re-saleable condition, and up to 50% where it has been opened but is still re-saleable. Items that can no longer be resold cannot be returned.
Before 28 days of the purchase on damaged reports, In most of the cases, we will bring the product back to our showroom and access and confirm damage or issues on the product. Then it’s up to the NZ DEPOT team to make the decision to Repair/Replace/Exchanged/Refund the product.
After 28 days purchase of heat pump / Aircondition installed and customer changes their mind and wants replacement, refund, the alternative of products, then customer needs pay the service fees and uninstallation of the unit and complete labour will involve uninstalling.( We always open to discussions and solve if there are any genuine issues that need to be solved ).
NZ DEPOT will not refund, exchange, replace any product for change of mind. Change of mind will cost the customer a 20% deduction on the total invoice amount.
NZ DEPOT may only consider accepting returns, replacement or alternatives if the product is un-open and the product/box is in brand new condition. If the product/box is open or it’s not in brand new condition then we refund only 80% refund plus the customer needs to send the product to the sender at their own expense.
You will need to pay the freight for returned items, however, contact us and we’ll see what we can do to minimise this cost to you.
For Air Conditioning Service Or Service purchased with an Appliance
We sell Appliance and installation services separately.
If the customer is not happy with the installation price, we may refund or credit the installation cost customer paid but the price for the Appliance can not be refunded. The customer may keep the appliance or Air Conditioner unit and get their own Licensed and Professional technician for installation.
Product and installation are separate purchases. Where a product is bought together with an installation option, the two are treated as separate purchases. If you cancel the installation at any time before the installation has been carried out, the installation charge is refunded to you in full and you keep the product. The product itself is not refunded in that situation, and you are free to arrange your own licensed installer. Once the installation has been carried out, the installation charge is no longer refundable.
Right to Decline or Cancel an Order
We reserve the right to decline an order, to cancel an order already placed and refund it, and to decline to deal with a customer in future, where that customer is abusive or threatening toward our staff, our technicians or our suppliers, or where a customer makes claims about their order that they know to be untrue. Where we cancel an order on this basis we will still refund whatever is properly due under these terms and under the Consumer Guarantees Act. This applies to conduct only and is applied on the same basis to every customer.
A cancellation fee applies where an order is cancelled after it has been placed with our supplier. The fee equals the costs we have already incurred on that order, which may include supplier restocking, freight already paid and payment processing costs, up to a maximum of $500.
Restocking Fees apply where a return is accepted: 20% where the item is unopened and in re-saleable condition, and up to 50% where the item has been opened but is still re-saleable. Items that can no longer be resold cannot be returned.
Upgrade / Downgrade Product:
With Restocking Criteria, Customer can upgrade or downgrade the product and pay the difference quote supplied by the NZ DEPOT Team or get credit by us.
Collection Costs:
“In the event where your overdue account is referred to a collection agency and/or law firm, you will be liable for all costs which would be incurred as if the debt is collected in full, including commission on collection of the additional costs and also including legal demand costs”.
Cancellation service fees:
Cancellation fees are charged on the basis set out above: the actual costs we have already incurred on the order, up to a maximum of $500. We will tell you the amount and what it covers before it is applied.
Restocking Fee:
Where we accept a return, a restocking fee applies: 20% of the item price where the item is unopened and in re-saleable condition, and up to 50% where it has been opened but is still re-saleable. Returns requested more than 28 days after purchase, and items that can no longer be resold because the packaging is gone or the item has been used or installed, may be declined altogether.
Fraud, Scam, Invoice Fraud or Misleading or Altered receipts from Customer/Buyer:
Customer/buyer will be charged and action will be taken.
1. A report to the Police, and to cert.govt.nz where appropriate.
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2. Reasonable legal costs actually incurred will be sought.
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3. Reasonable debt collection costs actually incurred will be sought.
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4. Full invoice payment or 20% Restocking Fee for an unopened, untouched item or up to 50% Restocking Fee for a used but re-saleable item, plus shipping charges.
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Interest may be charged on any overdue amount at the rate of 2% per month, calculated from the due date until payment is received in full.
Conflicts or Legal Hearing:
These terms are governed by New Zealand law and our preferred venue is Auckland. Nothing in these terms limits your right to bring a claim in the Disputes Tribunal or any other forum available to you under New Zealand law.
Delivery and Returns Customer Assistance
Contact NZ Depot in writing as soon as you can, by email or text. Please make sure you specify your invoice, sales or order number or TradeMe reference as well as the reason for returning the item. Our contact details:
Text / WhatsApp: +64273659516 (we do not take phone calls)
Email: [email protected]