Urban Sales is proud to offer nationwide shipping across New Zealand. We understand how important it is for your order to arrive on time and in excellent condition. This policy outlines how we process and deliver your order, including timeframes, shipping partners, special delivery conditions, and how we handle challenges such as rural deliveries, damages, and lost shipments.

Orders to Great Barrier Island

At this time, we only accept orders to Great Barrier Island via email. If you reside on Great Barrier Island and wish to place an order, please contact our customer care team directly at info@urbansales.co.nz.

General Shipping Information

In-stock, Ready-to-Ship Items

Items that are in stock and ready for immediate dispatch are usually processed within 2 to 4 working days, depending on the order cut-off time. Our standard order cut-off time is usually 3pm on weekdays. Once your order has been processed, it is handed over to our courier partners for delivery.

In-stock, Available in 7–10 Days Items

Some in-stock items are stored at off-site warehouses. These are typically ready for dispatch within 7 to 10 days, and may take up to 2 weeks from the order date to leave the warehouse.

Backorders and Pre-orders

If an item is not currently in stock, we will provide you with an estimated dispatch timeframe either during the checkout process or in a follow-up email once your order is confirmed.

Orders with Multiple Shipments

If your order includes a mix of in-stock and backordered items, you can choose to have available items shipped first. However, please note that your original shipping fee may not cover the cost of sending multiple parcels. In such cases, additional shipping fees may apply. You are welcome to contact us by phone at 09 570 9687 or via email at info@urbansales.co.nz to discuss delivery cost options before proceeding.

Delivery Timeframes

Urban Sales works with trusted third-party courier services to ensure efficient and traceable delivery. All shipments are sent with Track and Trace services for visibility and accountability.

Once your order is processed, it may take up to 2 working days for your parcel to be collected by the courier.

Delivery timeframes begin once the courier has picked up your order from our warehouse.

Typical delivery timelines are as follows:

• Auckland region: 2–3 working days
• North Island (outside Auckland): 3–5 working days
• South Island: 5–10 working days
• Rural or remote areas: Up to 14 working days

These timeframes may vary depending on the courier company’s capacity and seasonal demand.

Tracking Your Order

Once your order has been shipped, you will receive an email confirmation from us containing the courier’s tracking number and a link to track your parcel online.

Please note that Urban Sales does not have direct control over the courier's delivery schedule. For the most accurate and timely updates regarding your shipment, we recommend contacting the courier directly using the tracking details provided.

If needed, our team is happy to help facilitate communication with the courier on your behalf.

Courier Partners and Contact Information

• ONSEND
  📞 09 217 3458 | ✉️ info@onsend.com | 🌐 www.onsend.com
• FLIWAY
  📞 09 255 4610 | ✉️ homedelivery@fliway.com | 🌐 www.fliway.com
• KIWI EXPRESS
  📞 09 589 4100 | ✉️ kiwiplus.msl@messenger.co.nz | 🌐 www.kiwiexpress.co.nz
• POST HASTE
  📞 09 525 2060 | ✉️ phl-nhb-custserv@posthaste.co.nz | 🌐 www.posthaste.co.nz

Change of Delivery Address

If your order has not yet been shipped, you may request a change of delivery address by contacting our team.

Once your order has been dispatched, it is no longer possible to modify the delivery address. Any address changes at this stage must be managed directly with the courier provider.

Inspecting Your Order on Arrival

We strongly advise that you carefully inspect your order as soon as it arrives.

Even if the outer packaging appears undamaged, please check the contents thoroughly to ensure there are no hidden damages. If you notice any damage to the packaging or product, you must:

• Note “Damage/Loss” clearly on the Consignment Note provided by the courier upon delivery.
• Report any damages to us within 24 hours of receiving the item.
• Include clear photos of the damaged packaging and product in your report.

Please be aware that using general terms such as “STI” (Subject to Inspection) or “STC” (Subject to Check) will not be accepted as valid damage claims by the courier. If the consignment is accepted without noting damage, it is assumed the goods were received in good condition, and your claim may be denied.

Urban Sales does not accept responsibility for damage claims that are reported after 24 hours or without proper delivery documentation.

If damage was visible on arrival but the item wasn’t refused, this must be noted at the time of lodging a claim. Failure to provide this information may impact the assessment and resolution of the claim.

Shipping Delays and Lost Packages

In cases of courier-related delays, additional delivery time of 7 to 10 business days may occur. Please understand that such delays are outside our control and Urban Sales is not liable for them.

All parcels require a signature unless you, the customer, specifically authorize the courier to leave the package unattended. If you opt for Authority to Leave (ATL) and your package is subsequently lost or stolen, Urban Sales is not responsible for replacement or refund.

We are not liable for:

• Lost or stolen packages marked “delivered” by the courier
• Shipping delays once the parcel is in the courier’s possession
• Parcels left without signature upon customer instruction

Non-Refundable Shipping Fees

Please note that shipping fees are non-refundable under any circumstances, including change-of-mind returns. Shipping charges cover the cost of third-party courier services and are not recoverable once a package has been dispatched.

Rural Delivery Charges

Rural addresses may incur a Rural Delivery Surcharge, depending on the delivery provider’s location classification.

Our online freight calculator is based on delivery to the nearest depot or standard metropolitan address. If your address is classified as rural and the original shipping fee does not cover the additional surcharge, your order may be delivered to the nearest courier depot instead.

Once at the depot:

• You will be contacted for collection
• If you prefer home delivery, we will provide a quote for the additional rural surcharge before arranging shipment to your address

Oversized Items

Orders that include oversized items—defined as packages longer than 1500mm, heavier than 25kg, or exceeding 0.125m³ in volume—may be subject to additional charges due to special handling requirements. We will contact you before dispatch if this applies to your order.

Delivery Point Policy

The “Delivery Point” refers to the external area of your premises, such as your front door, carport, or any other outdoor location specified in your order.

• If your delivery location is an apartment or multi-level building, the delivery point will be at ground level.
• For rural addresses, the delivery point may be the nearest accessible location deemed appropriate by the courier.

Should you request for the courier to bring your order inside your home or beyond the designated delivery point, an additional handling fee may apply.

Authority to Leave / Non-Signature Deliveries

If you authorize delivery without a signature (ATL), you agree that Urban Sales and the courier company are not liable for any damages or losses to the package once delivered.

Shipping of Highly Fragile Items

Urban Sales does not ship highly fragile products, such as mirrors and glass table tops. These products must either be:

• Picked up from our Auckland warehouse, or
• Collected by a courier arranged by you

If you authorize us to ship fragile items on your behalf, it is at your own risk. Any damage incurred during transit will void the warranty and eligibility for claims. Urban Sales accepts no responsibility for damages, losses, or delays relating to fragile item shipments.

If you have any questions regarding your order's delivery or would like clarification on any part of our shipping process, please contact our team at info@urbansales.co.nz or call 09 570 9687. We're here to help ensure your experience is smooth and transparent.