Frequently Asked Questions
- The Shelter orders are processed Monday to Friday. Your order will be dispatched within 1-2 working days, however if there are any delays we will notify you by phone or email. If you have ordered an item that is not available, we will notify you as soon as possible, at which time you will have the option of choosing a different item or receiving a refund. Please note: If you ordered several items to be delivered to the same address, we may send them to you separately to make sure we get them to you as soon as we can. Rest assured, this will not affect your shipping charges.
We aim to dispatch all orders within 24 hours. Deliveries will not be made on weekends or public holidays. All orders are shipped via traceable courier. A tracking number will be e-mailed to you for your reference. Courier rates are calculated as below. All prices are listed in New Zealand Dollars. Please add on 2-3 days for Rural Deliveries.
Please provide us with a physical day time address where there will be someone present to sign for your item. Please note that we cannot deliver to P.O. Box adresses.
Destination Cost Estimated Delivery Time New Zealand $10.00 1 – 2 days from dispatch Australia $20.00 1 – 3 days from dispatch via DHL Express Worldwide $40.00 2 – 4 days from dispatch via DHL Express
FREE SHIPPING: IN NEW ZEALAND SPEND OVER $200, AUSTRALIA $400 & REST OF THE WORLD $600*.
Our shipping rates are constantly under review and may be amended without notice. We will continue to endeavour to keep our shipping rates as reasonable as possible.
All orders are processed from New Zealand. Estimated delivery times are to be used as a guide only. The Shelter cannot be held responsible for any delay caused by the destination country’s customs clearance processes. We are unable to redirect orders once dispatched. Anyone at the delivery address who receives the goods shall be presumed by The Shelter to be authorised to receive the goods on your behalf. Delivery charges cover packaging, delivery and insurance.
*Conditions apply. Sometimes postage will be charged to a client if it is an exceptionally large or heavy item. You will be notified if this is the case and asked if you would still like to complete your order with the specific cost. Please contact firstname.lastname@example.org if you have any questions in regards to this.
- Prices, Taxes & Duty
All prices are displayed in New Zealand Dollars (NZD) and are inclusive of New Zealand Goods and Services Tax (GST).
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these may be necessary to release your order from customs on arrival.
- Calculating your order cost in a Foreign Currency
All prices on our site are listed and charged in New Zealand Dollars. The exact exchange rate that you will pay is determined by the bank that has issued your credit card, but in general it will match very closely with the going exchange rates. The following web page features a quick, easy, & free foreign exchange rate calculation using up-to-the-minute exchange rates: