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Shipping Policy

Shipping Policy:

We ship to New Zealand Nationwide. Your order is important to us, which is why we want to make sure that your products arrive on time and in excellent condition.  


General Shipping Information

  *In-stock items

  Is usually processed and dispatched from our warehouse within 2~4 working days. 

  *Backorders/Pre-orders

  If the items you have selected is currently not in stock we will give you an expected shipping time at checkout or by a follow-up email.

  *Multiple shipments

  In order for our customers to get the goods at the earliest time possible, the items you order may be filled from several locations and so items may arrive separately. You will not incur additional shipping charges under these circumstances. Your original shipping charge will simply be split across the multiple packages when your order is charged.

 

Delivery Timeframes

We are partnered with third-party courier companies in New Zealand to deliver all goods via Track and Trace. Items will normally be delivered during working hours only. 

The delivery timeframes are usually 1-2 working days to Auckland, 2-3 working days to North Island, 3-5 working days to South Island. however, it can take up to 8 working days for rural or out of the way areas.

 

Track your orders

When your order has been processed and shipped, you will receive an e-mail notification from us which will include the shipping details and the tracking number.  Once your order has shipped from our warehouse, please directly contact the courier company with any inquiries about the status of your package.  

We use a third party courier company to ship orders.  If you have any questions regarding the status of your shipment, Urban Sales will try our best to help you contact the courier company.  However, we have no controls over the courier companies' delivery timeframe or outcome.  Therefore, the fastest and the best way is you directly contact the courier company with any inquiries about the status of your package.  

We use these courier companies to ship orders around NZ:  

PBT: 0800 367 728 http://www.pbt.co.nz/locations.html
Castle Parcel: 0800 404 303 http://www.castleparcels.co.nz/
Streamline: 09 570 2674 https://www.streamlinefreight.co.nz/
NZ courier: http://www.nzcouriers.co.nz/contact.html
Toll: 0800 865 569 or http://www.toll.co.nz/
 

 

Change of delivery address

We can change the delivery address if the order is not shipped.

Once an order is shipped we are unable to redirect the package to a different address and is the customer's responsibility to coordinate with the courier company.

 

 

Shipping Delay or Stolen Shipment

If there are Shipping Delays, it may take an additional 7-10 business days for delivery.

Please note:  Shipping delays are completely out of our control, and Urban Sales is not responsible for the delay that is occurred by the NZ courier company.  

Normally all packages require a signature for delivery unless permission or instruction is given by the customer to leave the goods without signature.  In the case that packages are left at your front door by the postal courier if no one is home to receive it. We have no control over what happens to your package once the courier delivers it. We do not replace or refund orders that are scanned "delivered" by the courier companies.

We are not responsible for lost or stolen packages or packages delayed in transit.

 

 

Non-Refundable Shipping

Original shipping fees are non-refundable. Shipping fees cover the services provided by the carrier and will not be refunded if an item is returned for any reason. 

 

 

Shipping to Rural Areas

Please note: all rural freight delivery addresses will attract a Rural Delivery surcharge.

Our freight estimates on our website are to the registered freight company depot address, closest to the customers delivery address and to most metropolitan addresses. For rural area address, freight companies reserve the right to charge a surcharge where they deem necessary. In the case, if the original shipping fee charged is not sufficient to cover the Rural Delivery Surcharge to deliver to customer’s provided address, your order will be delivered to the nearest freight company depot address. From that point, it’s the customer’s responsibility to arrange delivery at your cost. When your order is ready for collection depot staff will give you a call to let you know.

If you are not able to collect it from the depot and require a door-to-door service, our staff member will contact you by email to let you know the extra fee for the Rural Surcharge needed to for the freight company to deliver the package in your provided address.

 

Delivery Point Policy

“Delivery Point” means an outside area of the Premises, such as the Customer’s front door, or any particular outside area specified by the Customer on a particular Product order form. If the Premises are a multi-level building, the Delivery Point shall be located on the ground floor of such building. For customers who live rural, the delivery point may not be the residence stated.

Deliveries will be made to the Delivery Point. If the courier brings the Products inside the Premises, beyond the Delivery Point, at the request of the Customer, the Customer needs to pay the additional fee.

 

Highly Fragile Items

We are not able to ship any products/goods referred to as “highly fragile products”, such as mirrors and glass tops, on our website or in marketing materials. You can choose to pick up the products/goods or arrange for your own trusted courier to pick up the item(s) from our Auckland warehouse. Any “highly fragile products” that are authorised by you to be shipped by UrbanSales will be at the customer’s risk and will make all damage claims and warranties void. We are not liable to pay any compensation to you for any loss or damage, or any delay in delivery of, those products/ goods referred to as “highly fragile products”.