Delivery and Returns
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 Address.
- We deliver small orders up to 20kg via New Zealand Post
- We deliver large orders via Fliways or Mainfreight.
Click & Collect
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 call us on 02102315673 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.
– Please make sure someone be at the shipping address to receive goods. The courier company will charge another shipping charges to us for a failed delivery, Which NZ DEPOT will pass extra charges on to the customer.
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.
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.
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.
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.
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 5 days from the date of purchase, you will incur our standard storage fee of $10 (inc. GST) per each day over 5 days. For example, if you bought something today and requested delivery for some time after 5 days, you would incur a storage fee.
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.
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||3-5 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.
Please note that standard deliveries exclude special delivery services:
- Express deliveries (same day)
- After hours
- Unpacking & assembly
- Box / pallet removal
- 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.
NZ DEPOT will happily assist customers who wish to return or exchange goods purchased from any of our stores across New Zealand or online. Our returns policy is in addition to your rights under the Consumer Guarantees Act (NZ) or Australian Consumer Law.
We offer a “no questions” 28 days right of return on all goods purchased. 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 call 02102315673 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 will not be refunded such as “Payment Gateway Fees”, Shipping fees etc… plus customer needs to send goods back to sender on his own shipping expense.
Before 28 days of the purchase If the product is not in a re-saleable condition or it’s been used then we charge the customer from 20% to 80% of the item price depending on the product condition.
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.
“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”.
Returns will attract a restocking fee (usually 20% of the item price) if returned after 28 days or if the item is not in a re-saleable condition, (i.e.: no packaging or item was used).
> Fraud, Scam, Invoice Fraud or Misleading or Altered receipts from Customer/Buyer:
Customer/buyer will be charged and action will be taken.
1. Police report, cert.govt.nz report and media.
2. The legal fees / lawyer cost will be involved.
3. Debt collection fees 20% with their admin fees will be involved.
3. Full invoice payment or 20% Restocking Fees for the un-opened untouched item or 50% Restocking Fees for Used and acceptable item + Shipping Charges will apply.
The Customer/buyer will pay interest on the order outstanding amount at the rate of 16.50% per annum.
Please Note: Regular/Normal terms and conditions will not apply for this customer/buyer category.
Conflicts or Legal Hearing:
All the legal hearing will be done in Manukau-Auckland Only.
Delivery and Returns Customer Assistance
Phone or email NZDepot directly as soon as you can. 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:
Email: [email protected]
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