Shipping policy
If you are not fully satisfied with your purchase and return it to us within 14 days, we will issue a refund for your shipping costs, which will not exceed the original shipping cost of the package sent to you. This refund applies to either NZ Post tracked service or NZ Post Courier.
Please be advised that the time required for your exchanged product to reach you may vary based on your location. Although we make every effort to ensure a seamless return process, we cannot guarantee the receipt of your returned item, as it relies on a third-party service.
Nonetheless, we remain committed to maintaining communication with our customers throughout this process.
Urgent Couriers
We offer a premium courier service within central Auckland for the same day evening deliveries 6-9pm for $15. Someone must be at home to sign for the delivery. If you are not home to receive the delivery and haven't made a prior arrangement with Cadman Rock or the courier service then a redelivery fee of $10 will be charged to you.
International Shipping
We ship to over 200 countries worldwide via Shopify for a seamless cross border experience.
Please allow between 1-3 business day for your item to be couriered. Delivery estimate is 2 - 8 business days from the shipping date depending on the country of delivery. Please note that we do not process orders and couriers over New Zealand weekends or public holidays.
You can keep a track of your item from the time of dispatch until it reaches your required destination. To ensure the secure delivery of your order we do not ship to PO boxes.
Delivery may take longer to rural areas or areas outside of major cities, or where your item is subject to import tax or is held in customs.
All VAT and GST taxes and duties are payable by the customer before delivery of the parcel. If the carrier tries to contact you and has no response the parcel will be returned to Cadman Rock. Future postage costs and fees are payable by the customer.
Insurance
Your goods will be insured by Cadman Rock during transit, until it is delivered to you. A signature will be collected upon delivery at which point the responsibility or your goods is passed to you. If the sent item is required to be delivered to someone who is not you, then you accept that their signature upon delivery transfers the responsibility in the same way.
Australia
Order to destinations within Australia will be sent by DHL Express and are tracked. Items may need to be signed for, so if you are not home we recommend having your item sent to your work address.
Rest of the World
Orders will be sent by DHL Express and are tracked. Items may need to be signed for, so if you are not at home we recommend having your item sent to your work address. Items will be despatched within 1 - 3 working days.
Lost or damaged items
If a package does not arrive, or it arrives damaged, please contact us within 14 days from confirmation of dispatch to claim insurance on the item. We will require your details, the details of the item that was lost, and the tracking number we sent you with confirmation of dispatch. If a damaged item has arrived we require it to be returned to the postal authority in your country as near as possible in the same condition as when it was delivered. We will then replace your item free of charge.
We are not liable for and will not replace or pay compensation for loss of, or damage to, items we send if:
- the item is seized by Customs or any other government agency
- the item is sent to a country where no postal or courier service exists
- the loss or damage is the result of an event beyond our reasonable control
- the loss or damage occurs after delivery
- the item was authorised to be sent without tracking or without insurance