Shipping and Returns


Shipping Policy


Delivery Process & Times  

Shipping costs are calculated based on the size/weight of the order and travel distance.  

Standard delivery expectation for residential addresses is overnight, next day by 5pm. Please note, we currently cannot deliver to PO boxes and rural deliveries can take up to 5 working days.

All our deliveries require a signature unless you provide other instructions.  This can be over ridden by the sender with a 'No signature required' instruction or label. Note, if the receiver has a New Zealand Couriers ATL barcode in place on the consignment, TWL have deemed the scan of this barcode as accepted as the equivalent of a valid signature, and correctly delivered. Thus, New Zealand Couriers, nor TWL, would entertain any claims for loss. 

See link to NZ Couriers website Leave My Delivery | New Zealand Couriers (nzcextras.co.nz).

If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.

Please note, this is all 'best practice' and there may be occasions when New Zealand Couriers will leave an item in a letterbox or at a front door, even though they should retain the item and leave a card. If this happens and an item goes astray, the delivery courier would be held responsible and New Zealand Couriers would pay a loss claim in those circumstances.  

Delivery times can be affected by factors like road closures and ferry cancellations (for South Island deliveries). 

Indicative Special order delivery times

Special Order items are products which we do not keep readily available and need to be ordered from our supplier.  Dependent on the suppliers location allow 2-10 days to take into account from Auckland to Invercargill  for example. 

If you have not received your order within the indicated time frame above, please contact us so we can follow up for you.  

Please note: We only deliver to business or residential address and unfortunately cannot deliver to a PO box.   

Delivery and Risk in the Goods

Where Goods are supplied by us:

(a) Delivery will be deemed complete when we give possession of the Goods to you (or your agent, contractor or representative) or to a carrier for Delivery to you from a TWL warehouse or TWL branch or otherwise; We will have no liability for damage to Goods in transit to you.

(b) we reserve the right to Deliver the Goods by instalments and each instalment will be deemed to be a separate Order subject to these Terms. Failure by us to Deliver one or more instalments, will not entitle you to cancel your Order; and

(c) risk will pass to you from the earlier of Delivery of the Goods as defined in point a.) above. If you request and we agree to a delay in Delivery, risk will pass upon the date of your request for such delay.

 

Returns Policy

TWL is happy to refund products if returned within 30 days of receiving your goods provided the products are returned with a valid invoice or delivery docket, and 

  1. Is unopened and unused 

  1. In original condition and packaging 

  1. Includes all parts and accessories that complete the product 

  1. Is not a customised item 

Customised items include products that have been cut to length ordered, made specific to requirements and special-order items. 

If possible return your items to the branch you specified on your order or to your local TWL branch. 

If it is not possible to return in person and you wish to courier the goods please contact your local branch to discuss the return and they will email a return order confirmation to accompany the goods you are sending back. 

Refunds will be processed to your original payment method. Please allow 5 - 7 business days for refunds to appear in your account. For goods that have been delivered there will be no credit for any freight charges. 

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.