SHIPPING POLICY
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email.
You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout.
For all orders under 20kg we use courier services. We do our best to dispatch as fast as we can, and most deliveries are made within 1-3 days from dispatch. From time to time we offer free shipping. This offer does not include rural delivery.
For depot delivery, these means your item will be delivered and will be available for collection from your nearest Move Logistics Depot. We can often achieve the same rates of depot delivery to town / city businesses that have a forklift. There is no predetermined timeframe for this service, however most are delivered within 4-7 days from dispatch.
For residential delivery of Large Items (Grills, Ovens, Pits, etc) this service is only available to urban addresses (No rural). Residential delivery includes tail lift and trolley delivery to the entrance to your property, and doesn't include transport into your property or any form of assembly assistance. You could speak very nicely to the driver if you'd like them to wheel it somewhere within your property, however they technically aren't required to do so.
In-store pickup
You can skip the shipping fees with free local pickup at 4 Peel Street, Geraldine or from our Winchester's depot. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email or text when your order is ready along with instructions.
Our in-store pickup hours are variable, but we will provide more info in an email / text. Please have your order confirmation email with you when you come.
International Shipping
We offer international shipping of items under 10kg to Australia. For larger items and other countries contact us to prepare a quote for you.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Tromen NZ Limited is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 5 days of receiving your shipping confirmation email, please contact us at info@tromen.nz with your name and order number, and we will look into it for you.
Shipping to P.O. Boxes
Unfortunately we cannot deliver to PO Boxes.
Refunds, returns, and exchanges
Please refer to our refunds page.
In the event that your order arrives damaged in any way, please email us as soon as possible at info@tromen.nz with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at info@tromen.nz