Dispatch and Tracking
We work to get your order out the door on the same day or the next business day. Orders placed after 11am are usually processed the following working day. Everything we send is tracked and needs a signature on arrival, which keeps your gear safe and is the reason we can't deliver to PO Boxes. Once the transport company picks up your items, we email your tracking details straight through so you can follow along.
Delivery Estimates
Our delivery times are a good faith estimate based on our transport partners' schedules. If you're in the South Island, your order will usually reach you within two working days of dispatch. North Island deliveries generally take two to three working days. Rural addresses need an extra day or two on top of that, since the local driver covers a wider run. For Waiheke Island, Stewart Island, the Chatham Islands and other remote or non-mainland spots, delivery takes longer again, as these often go through a separate freight service. If anything is running significantly behind, we'll email you to let you know.
Shipping Fees and Calculations
Shipping is calculated at checkout based on your location, so it's worth picking the right delivery area. Choosing a standard option for a rural or island address will hold your order up while we sort the correct fee.
A rural delivery fee applies to RD addresses. Deliveries to islands and other remote locations carry an additional surcharge, and because these depend on the carrier and the size of the order, we quote them separately. As a rough guide, remote and island surcharges usually land somewhere between $15 and $50 per order, though this is indicative only and we'll always chase the most affordable option for you.
Saturday deliveries and dangerous goods consignments also carry their own fees, which show at checkout where they apply. If the shipping estimate doesn't cover the real cost on a particularly bulky order, we may contact you to talk through the final freight cost before we send it.
Bulky and Heavy Deliveries
Our products are professional grade and often heavy, so delivery is a curb-side service. The driver will get your item to your property boundary but won't carry it up stairs or into hard to reach areas. For very large or over-length items, the driver may need a hand unloading. If you can't assist, or you'd like a two-person delivery team, email us at sales@traderoots.co.nz before you order and we'll work something out. An extra fee may apply for this.
Damages and Risk
Goods are shipped under a contract where risk passes to you once the carrier collects them, so we suggest arranging your own transit insurance for peace of mind. Please check the condition of your gear as soon as it arrives and before you sign. If you spot any damage or faults, send photos to sales@traderoots.co.nz within 24 hours of arrival. We can't accept damage claims made after that 48 hour window.
Help and Support
Got a question about a delivery, or need a shipping quote for a bigger project? Our team is here to help. Email us at sales@traderoots.co.nz and we'll get back to you as soon as we can. We're a local New Zealand business and we want you getting your gear on time and at a fair price.