Need help?

What payment methods do you accept on the Turfrey Online Store?

Visa, Mastercard, POLi bank transfer payment, Afterpay, Laybuy, Gem Visa, Q Card, and Turfrey Gift Vouchers.

Can I order products over the phone or email?

Yes, absolutely. Simply call our Online Sales team on 0800 182 182 (option 1) or email sales@turfrey.co.nz.

What does delivery cost?

Delivery is calculated based on weight and delivery address. We do also offer a Click & Collect service from any of our Turfrey branches.

How will I know when my Click & Collect order is ready for collection?

You will receive a phone call from our Turfrey Team when your order is ready for collection.

Please note that Click & Collect orders will not always be ready for immediate collection. Sometimes we do need to move stock from different locations to fulfill your order, we will notify you when your order has arrived.

Some of your products offer Free Shipping - what does this cover?

Our Free Shipping excludes rural delivery and island addresses - additional charges apply for rural and island delivery. Any urban residential or business address can be provided as an alternative to the additional charges.

If, for any reason, you choose to decline delivery at the the point of delivery, your order will be subject to additional delivery charges. Our Online Sales team will advise as to what these additional delivery charges will be on a case-by-case basis. Re-delivery will not be organised until payment of these additional charges has been made and all parties have agreed on a re-delivery date.

Which products can be delivered to my home?

Most of the products on our online store can be delivered directly to your home address. Some of our larger products, such as a selection of our outdoor fire range, can only be delivered as far as your nearest freight depot (we do indicate if this is the case on our individual product listings). This is because the products require specialist delivery equipment such as Hiab cranes due to their size. You can easily arrange that final step of delivery with a transport company local to you.

How long will delivery take?

Our usual estimated delivery time frames are:

North Island 5-7 working days

South Island 7-10 working days

Our freight partners deliver on business days (Monday to Friday, excluding Public Holidays). Orders placed on weekends and public holidays will be dispatched the next working day.

Please note, due to high demand and import delays, some of our products, such as our water tank range, have extended delivery time frames. We do indicate these time frames, wherever possible, on our individual product listings.

The product I have purchased is on backorder - how will I know when it is going to be delivered?

We do indicate on individual product listings, wherever possible, products that are on backorder and so will have delayed delivery time frames. Our Turfrey Online Sales team will be in touch to advise of any backorders or delays surrounding your order at the point of receiving your order. We will let you know your estimated delivery time frame and keep you as updated as possible with regards to any changes (please note, we are sometimes dependent on the information we receive from our suppliers in terms of providing you with these updates).

Will you provide me with tracking details for my order?

Yes, our Turfrey Online Sales team will be in touch via email with tracking details when your order is dispatched. Please ensure you check your spam or junk folder for our email communications.

Do I need to be home to receive my order?

To ensure you receive your order, especially if it is a large item, we recommend providing a delivery address where you are present during regular business hours. Please also provide a contact phone number for all orders - for larger products we do request that the freight company call you prior to delivery (however we cannot guarantee that this will happen).

Can I specify a delivery date and/or time?

Let us know if you are requiring a specific delivery date. Whilst we cannot always guarantee this due to using third party freight carriers, we can request it on your behalf. Once you have tracking details for your order, you will also be able to contact the freight carrier yourself to organise a specific delivery date/time if possible.

I have been following my tracking details but my order does not seem to be progressing - how can you help?

Our team do follow your tracking details to ensure your delivery is progressing, however if your order delivery status on your tracking details has not changed within 4 working days and you have not heard from us, please email dispatch@turfrey.co.nz. We will work to get your delivery sorted as soon as possible.

Do I need to check over my order on arrival?

Yes please! It is very important that you thoroughly check over any items we deliver to you on arrival, or as soon as possible after arrival.

I have received the wrong order - what should I do?

If you think the item you have received is not what you ordered, please email dispatch@turfrey.co.nz as soon as possible.

My order has arrived damaged - what should I do?

If your order has arrived damaged do not sign for delivery with the freight company representative. Instead, note in the place of signature that the goods are damaged.

You will need to notify us within 48 hours of your delivery of any damage in order for us to arrange an exchange. Please immediately email your order and contact details, along with photographs of the damage, to dispatch@turfrey.co.nz.

What is your returns policy?

Returns Policy for all Turfrey Product Purchases

All Turfrey sales are protected under the NZ Consumer Guarantees Act.

Our returns policy lasts 30 days. If 30 days have gone by since you received your product, we are unfortunately unable to offer you an exchange, store credit or refund.

We will offer an exchange (subject to availability), store credit or refund on any item purchased from Turfrey if the product:

– Has a genuine manufacturing fault; and/or
– Does not correspond with the descriptions given to you

If your preference is an exchange of product, but stock is not available for your exchange, we are able to offer you a refund or store credit to the value of the original purchase price of the product.

Outside of the above time frame, our products come with full manufacturers guarantees and warranties - please be aware that it may take some time to work through the supplier warranty processes that are required to reach a resolution on faulty products.

For any faulty products, please immediately email your contact details to sales@turfrey.co.nz, along with your original order details. Photographs of the fault, if applicable, are also welcomed.

If a fault does not amount to a major failure in the product, we are entitled to elect between providing your with a repair, replacement or other solution.

Any exchanges or store credits for change of mind are at Turfrey's discretion.

Subject to compliance with the above time frame for returns, we will offer an exchange or store credit for a change of mind if:

– The product has been unused.
– The product is in the same condition that you received it.
– The product is in original packaging.
– You have proof of the product purchase.

Please note, the cost of return shipping is at the customer's expense for any return due to a change of mind. We do not refund or add credit for cost of return shipping in these instances.

Any exchange/store credit due to change of mind may also be subject to additional shipping charges and/or re-stocking fees (for example, many of the items that are delivered direct from our suppliers are subject to a 20% re-stocking fee which we will pass onto the customer where returns are due to change of mind).

In the first instance, for faulty goods, changes of mind, or items damaged in transit, please email your order and contact details (along with photographs if applicable) to sales@turfrey.co.nz. Please do not return any items to a Turfrey or supplier location until we have responded to your request and advised as to how you should proceed.

We are unable to process exchanges, store credits or refunds until your return product has been received and inspected.

We do not accept responsibility for products that are lost or damaged by your chosen courier or freight company when being returned to us (if you are required to organise your own shipping). We recommend you keep a copy of your courier or freight company tracking number for your follow up.

Turfrey provide the following essential services:

– Plumbing, Drainage & Gas
– Roofing & Cladding
– Seismic & Expansion Joints
– Insulated Panel
– Commercial Property Maintenance & Specialist Reporting

We operate across the North Island, including the Waikato, Hawke's Bay, Manawatu and Wellington regions.

To discuss a commercial project, please contact Rich Hutchinson, General Manager/Director - email rich@turfrey.co.nz or call 027 446 6650.

To request a quote or book a job for a residential project, please contact your local Turfrey branch team - call 0800 182 182 or complete our contact form.

Lead times for installation works vary according to current regional workloads. Your local Turfrey branch team will advise availability and, if applicable, approximate lead time when you get in touch.

We can offer an installation service for some of our Turfrey products. Our availability and lead time for installation varies according to current regional workload. If you're interested in both supply and installation of a Turfrey product, please contact our Online Sales team - email sales@turfrey.co.nz or call 0800 182 182 (option 1).