Shipping policy
What does delivery cost?
Delivery costs are calculated based on the size and weight of your order, along with the delivery address. We also offer a convenient Click & Collect service from our retail store in Hastings.
Selected products may qualify for free shipping or other special promotions. Please refer to individual product listings for details of any available offers.
How will I know when my Click & Collect order is ready for collection?
You will receive an email or phone call from our Turfrey team once your order is ready for collection.
Please note that Click & Collect orders may not always be available for immediate collection, as stock may need to be transferred from another location to fulfil your order. We will notify you as soon as your order is ready to collect.
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.
Note: Many water tanks are still FREE SHIPPING to rural addresses. Check with us for any queries.
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, may need to 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 2-7 working days
- South Island 4-10 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.
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 help ensure your order is delivered smoothly, particularly for larger items, we recommend providing a delivery address where someone is available during normal business hours.
Please ensure a contact phone number is provided with every order. For larger items, we request that the freight company contact you before delivery; however, we cannot guarantee that this will occur.
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! Please ensure all items are thoroughly inspected upon delivery, or as soon as possible after arrival. We have a limited 48-hour window to lodge a claim with our freight provider if any damage has occurred during transit.
I have received the wrong order - what should I do?
If you think the item you have received is not what you ordered, please fill in our online form: https://turfrey.co.nz/pages/refund-exchange-request
We will look into your order and delivery and be in touch 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
Attention – Important Disclaimer for All Orders: Please do not give the delivery driver Authority to Leave (ATL). We also ask that you carefully inspect your order upon delivery before signing for it. If you notice any damage caused during transit, please notify us immediately, as all damage claims must be lodged within 48 hours of delivery.
If you need to report any damage to a delivery, click here: https://turfrey.co.nz/pages/refund-exchange-request