Shipping

Shipping prices within https://horoekahouse.co.nz/shop/ are currently only set for shipment with New Zealand

For overseas shipping please contact our customer service department customerservice@horoekahouse.co.nz or by using the contact form on this website

By using the Horoeka House website or purchasing a product from Horoeka House Ltd you are agreeing to Horoeka Houses Shipping terms and policies which are outlined below

Delivery Costs

• Delivery costs are displayed within the shopping cart
• Delivery costs are calculated for shipping within the standard New Zealand Postal regions.
• For International delivery please contact our customers’ service department for a shipping quote.
• All parcels are tracked
• If you would like your parcel to be signed for please leave us a message (not available for rural delivery)
• We are happy to accommodate Overnight Shipping requests. Overnight shipping orders must be received and paid for by 12.00pm unless you have checked with us that shipping outside that time is still possible
• There are no Overnight Shipping services to rural addresses. If you live in a rural area and require a quick delivery, a popular option is to have your parcel delivered overnight to a friend or business inside the standard Courier Post delivery area that is closest to you. If this not possible then the next quickest shipping option is a Courier-Post rural delivery shipping which has a delivery target timeframe of 3-4 working days after collection.
• For Saturday delivery please ask us for a shipping quote. Saturday delivery costs are currently $4.80 extra above the standard flat shipping rate.  It is important to note that NZ Couriers do not guarantee Saturday delivery even if you have purchased a ticket. It is our experience that during particularly busy times of the year or in the larger cities such as Auckland, Saturday delivery can be unreliable. We are happy to dispatch parcels for Saturday delivery but please be aware that this service is not guaranteed
• Rural deliveries are shipped via Pass The Parcel Couriers or standard tracked Post. The rural delivery target is 1-10 working days after dispatch or whatever your normal standard postal shipping time frame for your local area
• If you have more than one product in your order, you may receive the different products in separate shipments as we have multiple fulfilment centres
• We reserve the right to refuse orders or renegotiate all delivery fees
• Please note deliveries to the Outer NZ Islands (Chatham, Kawau, Waiheke etc) may incur additional costs

 Delivery Times

• We ship Monday to Friday
• Orders received on Saturdays, Sundays and Public Holidays will be processed on the following working day. We aim to deliver your items as soon as possible but dispatch times indicated are subject to change
• Shipping targets are counted in working days only. Working days are based on a standard 5 day working week of Monday to Friday, excluding Public Holidays
• Our standard shipping target for non-rural delivery is 1-3 working days after dispatch
• Economy non-rural shipping target is 3-5 working days after dispatch
• Standard rural delivery shipping target times are 3-6 working days after dispatch
• Economy rural delivery shipping target times are 3-10 working days after dispatch
• Our standard order processing time is 1-3 working days after payment has been received
• Standard Post target timeframes are between 3-5 working days
• We are happy to accommodate Overnight shipping requests. Overnight shipping orders must be received and paid for by 12.00pm unless you have checked with us that shipping outside that time is still possible
• For Saturday delivery please ask us for a shipping quote. Saturday delivery costs currently add $4.80 extra above the standard flat shipping rate
• Please note that Courier company shipping timeframes are target times only and are not guaranteed. This is especially important to note for overnight and Saturday deliveries. Although 99% of parcels arrive within the specified timeframe there are occasions when deliveries are delayed or held up for a number of different reasons outside of the control of Horoeka Houses and the courier service provider
• Once a parcel has been handed over to the courier company, Horoeka House Ltd has no control over the delivery process from that point and responsibility for the parcels delivery is held by the Courier service paid to deliver the parcel
• Customers can follow the delivery journey of their parcels by entering the tracking number Horoeka House has provided into the designated courier companies website tracking search bar

Customer Requested Delivery Times

• If a customer requests specific delivery dates, we will endeavour to deliver as close to this date as possible but due to the nature of some orders and customer location, we cannot guarantee to meet your request. We will hold stock, within a reasonable timeframe, to accommodate customer needs but this may not always be possible. If we are unable to meet your request, we will notify you via email.

Cancelling Your Order 

If you wish to cancel your order please contact us by emailing us at orders@horoekahouse.co.nz or via our online form as soon as possible. If you cancel before your order is dispatched, you will receive a full refund.

If your items have already been sent, then your order can no longer be cancelled. Please follow the returns process once your order arrives and please note your delivery fee will not be refunded

Courier Service Providers We Use

• Our main courier company is Courier Post who deliver to all standard NZ Post delivery addresses. You can check if your delivery address is with the Courier-Post delivery area by clicking on the link below

https://www.courierpost.co.nz/tools/address-checker/

You can track your Courier Post parcel by either clicking on the Courier-Post link below or the New Zealand Post link

https://www.courierpost.co.nz/

https://www.nzpost.co.nz/tools/tracking

• Our main rural delivery service providers are Pass The Parcel & New Zealand Post. You can check on your parcels delivery by clicking on the link below

https://www.passtheparcel.co.nz/Pass/Track

https://www.nzpost.co.nz/tools/tracking

• We will send you an email once your parcel has been processed through dispatch that contains the name of the courier service provider that your parcel has been dispatched with and the tracking of your parcel
• You can also find the tracking number of your parcel inside your account
• Horoeka House reserves the right to choose the Courier Service provider that your parcel is dispatched with
• Customer requests for parcels to be delivered by a courier company of their own choosing will incur an additional charge, which will be determined at the time of the request. Horoeka House are happy to try and accommodate such requests but reserve the right to refuse such requests and pass any additional costs onto the customer
• If you do not receive an email from us please check your email spam settings

Changing Your Delivery Address

• All parcels will be dispatched to the address on the original order unless acceptance and written notification of a shipping address change has been received
• It is the buyer’s responsibility to ensure that the correct shipping address information is provided to Horoeka House
• If you wish to change your delivery before your order has been dispatched, please send us an email as soon as possible
• Requests for delivery address changes must be sent from the email address that is associated with your customer account and/or order
• Once your order has reached a certain point during its dispatch processing it may no longer be eligible for an address change
• Horoeka House reserves the right to refuse change of address applications
• We will send an email confirming that your shipping address has been successfully altered
• Parcels that are dispatched by Courier Post and some New Zealand Post parcels can have their address altered by the customer after the parcel has been dispatched and is still in transit. This is done by using the parcels tracking number within the New Zealand Post / Courier-Post websites. Please see more information on how this works below

Signature Required Parcel Or Unsigned Parcel Options

• Horoeka House offers non-rural delivery parcels the option of being signed for or left at your delivery address without the need for the delivery person to obtain a signature
• Rural delivery parcels are non-signature required parcels by default, this is because it is not practical for rural delivery contractors to obtain signatures in rural areas
• All standard parcels we dispatch are ‘tracked, no signature required parcels’ unless otherwise stated
• If you would like your parcel to be signed for please send us a message and/or choose a signature required shipping option
• Please be aware that if you have previously signed an ‘authority to leave’ form with New Zealand Post and or Courier Post, or the designated courier service that delivers your parcel, then the parcel delivery person will sign the parcel on your behalf and the signature required option becomes invalid
• All the parcels dispatched by Horoeka House have tracking numbers which means that their delivery location can be traced by the courier provider to the property the parcel is delivered to. Once a parcel has been delivered to the correct address the responsibility for the safety of the parcel is no longer held by the courier service provider but belongs to the customer. In other words, if your parcel is stolen or goes missing from your delivery address after it has been delivered by the courier neither the courier service provider or Horoeka House can be held responsible
• If you have had parcels stolen or gone missing from your delivery address in the past or if you have reason to be concerned about the safety of your parcel being left unattended then we strongly recommend that you choose the signature required shipped option
• If you were unavailable to sign for a signature required parcel when the delivery person called, then the parcel will be returned to the courier service providers depot. Courier providers will only attempt to deliver a parcel between 1-3 times before it is returned to Horoeka House. Most courier service providers but not all will leave a ‘card to call’ informing you that they were unable to deliver your parcel because they could not obtain a signature
• If you receive a ‘card to call’ then follow the instructions printed on the card and or ring the courier service provider to re-arrange the delivery at a time when the parcel can be signed for or a location that you can collect the parcel from. Be aware that re-deliver or changing the parcel delivery location may incur extra costs over and above what you already paid to Horoeka House, and that you will be responsible for paying those extra costs either directly to the courier service provider, or to Horoeka House Ltd
• If delivery of your order is unsuccessful and the product is returned to our fulfilment centre we will refund you for the cost of the item but not the delivery fee

Multiple Delivery Addresses

• Horoeka House does not offer the ability to ship to multiple addresses on the same (single) order at present
• If you require delivery to multiple shipping addresses, please complete a separate order for each shipping address
• Unless otherwise stated each order will incur a shipping payment

Free Shipping 

• Free Shipping offers are restricted to a single order and a single delivery address
• Horoeka House reserves the right to choose the courier service provider and shipping method for all free shipping offers
• Horoeka House reserves the right to cancel free shipping offers without notice and or orders where a free shipping offer or coupon has been incorrectly or fraudulently applied
• Free Shipping offers do not apply to back-orders or out of stock items

ShippingTerms & Conditions

• Buyers are responsible for supplying the correct shipping information and delivery addresses
• Parcels will be shipped in good faith to the shipping address supplied with the orignal order, unless other instructions have been received and any changes confirmed in writing
• Buyers are resonsible for choosing the correct shipping option, that best suits their personal circumstances
• Parcels will not be shipped to rural shipping addresses without a rural delivery shipping option being paid for (free shipping & special delivery coupons are exempt)
• Horoeka House reserves the right to change the shipping option supplied and / or the right to refuse delivery to any shipping address or location whenever they deem the circumstances warrant such an action
• Horoeka House will not be held responsible for parcels that are undelivered or go missing because of incorrect shipping information supplied to them by the buyer

Helpful Information For Courier Post Deliveries

How can I change the delivery address of my parcel while it is in transit?

Using the New Zealand Post tracking tool (not the CourierPost Track & Trace page), you can redirect your parcel to another address or to a parcel pick-up point (within 75km of the original address) right up until your parcel receives an ‘Out for delivery’ or ‘Handover’ scan.

You can do this by clicking ‘Redirect my parcel’ or ‘Redirect to the parcel to a pick-up point’ on the Tracking page.

To use this option, you need be signed into your New Zealand Post online account. If you don’t have a New Zealand Post online account, you can sign up here.

Please see the CourierPost terms and conditions for a list of items the redirection service does not cover.

Can I provide delivery instructions for my parcels or provide authority to allow the courier to sign for and leave my Signature Required parcels?

Yes. In most cases, authority to leave can be given to items that require a signature, and delivery instructions can be added to items that don’t require a signature. You can do this any time up until the parcel is scanned “Out for Delivery” by clicking “Add delivery instructions” or “Leave my parcel” in the “Parcel details” section on the New Zealand Post Tracking page (not the CourierPost Track & Trace page).

Make sure the place you have specified is weatherproof, out of street view, and safe and easy for CourierPost’s delivery driver to access.

To use this option, you need to be signed into your New Zealand Post online account. If you don’t have one, you can sign up here.

In addition to this, you can complete a single, permanent Authority to Leave form which covers all parcels (excluding those on the exempt senders list). To complete this form, please download the form from CourierPost’s Brochures and Downloads page.

What are my options for redelivery of the item after a Card to Call has been left?

You can choose from one of the following options*:

• Redirect to another address (for example you could have it delivered to your work during the day)
• Redelivery to the original delivery address (good if you know you will be available at the address to sign for the delivery)
• Redelivery during the evening (Monday to Friday only, fee applies)**
• Redelivery on a Saturday (fee applies)**
• The collection at a nearby CourierPost depot or PostShop (or participating Countdowns in Auckland and Z Energy service stations in Wellington)

Arrange re-delivery of the item online now.

Enter your Card to Call tracking number to access these options to receive your parcel.

* For items handed over for collection from a PostShop or Agency, these options may not be available.

Can you re-deliver my item to another address where I will be during the day?

Yes. Just arrange redelivery of the item online now and select the option ‘Redirect to another address’.

Can I book a specific time for redelivery?

You can choose the day for the redirection, redelivery or collection of your item up to 5 business days in advance. Unfortunately, we can’t accept bookings for a specific time of the day.

To avoid any inconvenience please consider the options of redirection to another address where you will be available to sign for the item or collection from a nearby CourierPost depot or PostShop.

What do I need to bring with me to collect my parcel from a New Zealand Post parcel pick-up point?

If you’ve chosen to have your parcel delivered to a New Zealand Post parcel pick-up point, you’ll need to bring photo identification with you, along with a copy of the “ready to collect” notification email either printed out or on a mobile device.

Acceptable forms of identification are:

• New Zealand passport
• New Zealand driver’s licence
• Overseas passport
• Hospitality 18+ photo ID card

If your parcel has been redirected to a CourierPost or New Zealand PostShop following a Card to Call or Card to Collect, you will need to bring the card with you, as well as the identification mentioned above.

If you send someone else to collect your parcel for you, they will need their ID and the notification email, Card to Call or Card to Collect. We will take a note of the details of their ID so we have a record of who picked up the parcel.

Where can I find a Card to Call tracking number?

The pink portion of the Card to Call contains the tracking number

If I arrange a redelivery after receiving a Card to Call, what happens if I am not there when you try to deliver it again?

If the second delivery is unsuccessful, you will need to arrange to pick it up from the nearest local CourierPost depot. This will be indicated on the second Card to Call we leave.

Any items that are not collected within 10 days of the second delivery attempt may be returned to the sender.

For further information please read CourierPost’s Card to Call Terms and Conditions.

If delivery of your order is unsuccessful and the product is returned to our fulfilment centre we will refund you for the cost of the item but not the delivery fee.