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.  

For Great Barrier Island customers, your order is accepted via email only, please email [email protected] for more inquiries.

General Shipping Information

  *In-stock, ready to ship items

  Are usually processed and dispatched from our warehouse within 2~3 working days. 

  *In-stock, available in 7-10 days items

  Are usually processed at an off-site warehouse and ready for dispatch within 2 weeks.

  *Backorders/Pre-orders

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

  *Multiple shipments

  If you want the in-stock items sent first, your original postage amount may not cover the cost of shipping them, and you may incur additional charges. Should you require additional details if postage can be covered of sending your in-stock orders you may call us at 095709687 or email us at any time to [email protected]

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.

To process your order for delivery, it might take up to 2 working days from our warehouse to couriers. The delivery timeframe starts after the courier collects your order from our warehouse. 

The couriers’ delivery timeframes are usually: 

2-3 working days to Auckland, 

3-5 working days to North Island, 

5-10 working days to South Island. 

Up to 14 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 control 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:  

ONSEND

09 217 3458

[email protected]

https://www.onsend.com/

FLIWAY

09 255 4610

[email protected]

https://fliway.com/

KIWIEXPRESS

[email protected]

09 589 4100

https://www.kiwiexpress.co.nz/

POSTHASTE

09 525 2060

[email protected]

https://www.posthaste.co.nz/

Change of delivery address

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

Important Delivery Information

Inspect Your Products: Please carefully inspect each product upon delivery. Even if the outer packaging appears undamaged, internal items may be affected.

Reporting Damage: Any signs of damage, such as tears, holes, or compression to the packaging, should be noted immediately upon delivery. Ensure to write “Damage/Loss” on the Consignment Note if any issues are noticed.

Acceptance of Goods: Accepting the delivery without noting "Damage/Loss" confirms that all goods were received in good condition. Please avoid using terms like “STI” (Subject to Inspection) or “STC” (Subject to Check), as these are not acceptable for claiming damages or losses.

Claims and Reports: Report any damages to us within 12 hours of delivery with photos of the affected items. Claims reported after 12 hours, or without the appropriate "Damage/Loss" notation, will not be accepted.

Liability for Unattended Deliveries: We do not cover damages or losses for items authorized for drop-off without a direct handover or if the POD (Proof of Delivery) is signed without indicating issues.

We value your trust and are committed to ensuring your satisfaction with every order. 

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 a 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 customer's delivery address, and to most metropolitan addresses. For rural area addresses, freight companies reserve the right to charge a surcharge where they deem necessary. In this case, if the original shipping fee charged is not sufficient to cover the Rural Delivery Surcharge to deliver to the 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 for the freight company to deliver the package to your provided address.

Oversized Items

Any large, unusually-shaped, package over 1500mm, volume over 0.125m3, or heavy parcels over 25kg items within New Zealand might attract an oversize surcharge.

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 rurally, 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.

Authority to leave / non-signature required delivery

For any authority to leave (ATL) and (or) non-signature required delivery request, meaning you have agreed that our courier companies will not be liable for any damages or losses to a package left in accordance with the instructions provided.

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”.

For more information about our warranty, claims, and return, please visit here.