Shipping policy
ORDER PROCESSING:
Please allow 7- 14 business days to process your order. You will receive an email with your tracking number once your order has been shipped. If there are unexpected delays within this timeframe, we will contact you directly. This is subject to change at any time.
CUSTOM ORDERS:
Custom orders (including memorials) are made specifically for you and will require an additional 5- 6 weeks of processing time to make your order before they are ready to ship.
DOMESTIC FLAT RATE SHIPPING
Domestic orders within New Zealand are shipped using NZ Post. Shipping rates are calculated at checkout.
Estimated shipping times from our shipping provider are as follows:
New Zealand:
- North Island: 2- 3 business days
- South Island: 3- 5 business days
If your address is rural, please select the 'Rural' shipping option at checkout. If the incorrect option is chosen, we will send an invoice for the additional amount before dispatching your order.
If it has been more than four weeks since you placed your order, and you have not received your order or had an update from us directly, please get in touch with us and we will follow this up for you. However, it is normal to expect some delays from the postal service during busy holidays.
INTERNATIONAL SHIPPING
We currently ship to the following international countries:
Australia
Japan
China
UK
Canada
We do not ship to the USA currently due to tariffs.
LOST OR STOLEN PACKAGES
Once your package is in the hands of the postal service, we are not responsible for delays, losses, or damages in transit. However, we will do our best to assist you in filing claims or following up with the postal service.
Please make sure you input the right shipping address during checkout, this will reduce the possibility of the postal service misplacing your delivery. We take no responsibility if you have provided an incorrect address.
If you have entered in your address incorrectly during checkout, please let us know as soon as possible. It's important that we are able to change your address before it is shipped out.
We are not responsible for lost or stolen packages or packages delayed in transit.
NON REFUNDABLE SHIPPING
Shipping fees are non-refundable, as they cover carrier costs. If an item is returned for any reason, the original shipping charge will not be refunded.
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If you have any problems with placing an order online through our website, please do not hesitate to contact us. We will try our best to help and assist you!