Shipping policy

Shipping Policy

We are pleased to offer the following Free Shipping thresholds:

New Zealand: Free Shipping on orders over NZD$150

Australia: Free Shipping on orders over AUD$150

United Kingdom: Free Shipping on orders over GBP£200

If your order is below the Free Shipping threshold, shipping will be:

New Zealand: NZD$10

Australia: AUD$15

United Kingdom: GBP£15

Order Processing

All orders are processed within 2 working days after payment is confirmed. We aim to have orders dispatched on the same day it was placed. Once your order has been dispatched, you will receive a confirmation email with tracking information (where available). If there are unusual circumstances, related to order fulfilment capability, we will communicate this prior to your purchase via website or email communication.

Please note: Same day dispatch does not mean same day delivery. You will receive a tracking number once dispatch is complete. This tracking number will show updates once picked up by our local courier. 

Delivery Timeframes

For New Zealand orders we use the following freight services:

• New Zealand Couriers (Overnight - allow further 2 days for Rural addresses)
  
• Post Haste (2 business days - allow further 2 days for Rural addresses)
  

For orders to Australia and the United Kingdom we use the following freight services:

• FedEx (3-5 business days)

Customs, Duties & Taxes

International orders may be subject to customs duties, taxes, or import fees imposed by your local government. These charges are the responsibility of the customer and are not included in the purchase price.

Delivery Issues & Delays

If your order has not arrived within 10 working days, please contact us and we will investigate immediately. If delivery cannot be completed within an expected timeframe, we will offer an appropriate resolution in line with our customer satisfaction commitment.

Incorrect Address

Please ensure your shipping address is correct at checkout. We are not responsible for orders delayed or lost due to incorrect or incomplete address details provided by the customer.

Lost or Damaged Orders

If your order arrives damaged or is confirmed lost in transit, please contact us within 7 days of delivery (or expected delivery date) so we can arrange a replacement or refund.

Contact Us

If you have any questions about shipping or delivery, please contact us at:
support@lonelytrack.co.nz