0 Cart

Shipping Policy - Delivery Time Frames

Shipping Policy:

We ship to New Zealand Nationwide. Your order matters to us. This is why we want to make sure that your order(s) arrive on time and in excellent condition with in the expected time frame 

Delivery Time frames
We are partnered with third-party logistics freight and courier companies in New Zealand to deliver all items via Track and Trace. Items will normally be delivered during business hours only. 

Inspecting Your Order on Arrival

We strongly recommend that you carefully inspect your order immediately upon delivery.

1. Check for Visible Damage
Even if the outer packaging appears undamaged, please examine the contents thoroughly to identify any hidden damage. If you notice any damage to the packaging or the product itself, you must:

  • Clearly note "Damage" or "Loss" on the courier's Consignment Note at the time of delivery.

  • Report the damage to us within 24 hours of receiving the item.

  • Include clear photos of both the damaged packaging and the product in your report.

2. Important Notes for Damage Claims

  • Using general terms such as "STI" (Subject to Inspection) or "STC" (Subject to Check) on delivery documentation will not be accepted as valid damage claims by the courier.

  • If the consignment is accepted without noting any damage, it is assumed the goods were received in good condition, and any subsequent claim may be denied.

  • If damage was visible upon arrival but the item was not refused, this must be clearly stated when lodging a claim. Failure to provide this information may impact the assessment and resolution of your claim.

3. Timeframe for Reporting
StoneBase does not accept responsibility for damage claims that are:

  • Reported after 24 hours of delivery, or

  • Submitted without the proper delivery documentation.

Track your orders
When your order has been processed and shipped, you will receive an e-mail notification from which will include the shipping details and the tracking number. Once your order has shipped from our 3rd party logistics warehouse, please directly contact the courier company with any inquiries about the status of your package.  If you have any questions regarding the status of your shipment, StoneBase will do our best to help you contact the freight or courier company. However, we have no controls over the courier companies' delivery timeframe or outcome. This means, the fastest and most efficient way is if you directly contact the freight / courier company with any inquiries about the status of your order.  

Who we ship your items with 

We use these freight & courier companies to ship orders around NZ
Mainfreight https://www.mainfreight.com/new-zealand/en-nz (09) 589 2400
Owens https://www.owens.co.nz/nz/en/nz-home.aspx (09) 589 2400
Castle Parcels https://www.castleparcels.co.nz/ 0800 404 303

Shipping Time Frames

Standard Shipping times frames are as follows

South Island Main Centres Courier               3 - 5 Business days
South Island Rural Delivery Courier             5 - 7 Business days

North Island Main Centres                             5 - 7 Business days
North Island Rural Delivery                            10 - 12 Business days

For Christmas Holiday Delivery times 

South Island Main Centres Courier               5 - 7 Business days
South Island Rural Delivery Courier             7 - 10 Business days

North Island Main Centres                             7 - 10 Business days
North Island Rural Delivery                            12 -15 Business days

NB: We do not ship to Great Barrier, Stewart Island or the Chattam Islands or any other Island unless quoted prior.

*Please ask for a quote we are happy to give a specific quotes for your area or work with you and use your own freight company or agent

Shipping too expensive ?

Should you feel you can get a better price for shipping we invite you to use your own methods of shipping. We will happily pack and make your item(s) ready for collection. Once your item is collected by your freight company, the responsibility for breakages and or damage will then shift to your nominated company where you will then take up any disputes or claims directly with them.

If you wish to organise your own transport please select “Collect or Pick up” at check out and contact us to liaise with your shipping agent once payment has been made.

Alternatively contact us on 0800 888 288 or e-mail sales@stonebase.co.nz and we will do our best to get a price for your shipment

Free shipping policy if implied at the time of a promotion:

Any free shipping offer applies only when we are offering free shipping on eligible goods. Free shipping is available to retail consumers on qualifying purchases only.

This offer does not extend to resellers, wholesale clients, business partners, or any trade customers. Orders placed under commercial or trade accounts will be subject to standard shipping charges, as outlined in their specific agreement or a separate quote.

At StoneBase, we want to make your shopping experience as smooth and cost-effective as possible. We are pleased to offer Free Shipping on qualifying orders to most locations across New Zealand.

Please read this policy carefully to understand where we can deliver for free and where shipping charges or alternative arrangements will apply due to the logistical challenges of serving remote islands and rural areas.

1. Free Shipping Eligibility (Mainland New Zealand)

Free shipping is available on all qualifying orders delivered to physical addresses located on the **mainland of the North Island** and the **mainland of the South Island**.

This includes all cities, towns, and rural areas that are accessible by standard commercial courier networks operating on the main North and South Island landmasses.

2. Exclusions: Islands Not Connected to the Mainland

Due to the additional freight costs, handling requirements, and limited courier services associated with offshore islands, our standard **Free Shipping does not apply** to any island that is not physically connected by a bridge or causeway to the North or South Island mainlands.

**This exclusion specifically, but not exclusively, includes the following islands:**

- Waiheke Island
- Stewart Island / Rakiura
- Great Barrier Island / Aotea
- The Chatham Islands / Rēkohu / Wharekauri

**This exclusion also applies to any other island, regardless of size, that is separated from the main New Zealand landmass (North and South Islands), including but not limited to:**

- Kawau Island
- Arapaoa Island
- D'Urville Island
- Matakana Island
- Great Mercury Island / Ahuahu
- Any other offshore island or locality where standard "mainland" shipping rates do not apply.

3. Areas Within the Mainland with Limited Service

While we strive to deliver everywhere on the mainland, there are remote areas within the North and South Islands where standard courier networks do not operate, or only offer limited services (e.g., service to a local depot rather than a physical address). These may include remote farm stations, Department of Conservation (DOC) huts, or private roads with no courier access.

If your delivery address falls into one of these categories, we will contact you to discuss alternative delivery arrangements. Standard free shipping will not apply in these instances, and a custom shipping cost or will-call option may be provided.

4. What Happens If You Are in an Excluded Area?

If you place an order for delivery to one of the excluded islands or a non-serviceable mainland area:

1.  **We Will Contact You:** After you place your order, our team will review the shipping address. If it falls under the exclusions listed above, we will contact you via phone or email within 1-2 business days.
2.  **Provide a Shipping Quote:** We will provide you with an accurate, bespoke shipping quote from our preferred courier partner to your specific location.
3.  **Options:** You will have the option to:
    - **Accept the Quote:** Pay the additional shipping cost to have the order delivered.
    - **Arrange Your Own Courier:** You are welcome to arrange your own pickup and courier from our nearest accessible depot.
    - **Pick Up In-Store:** If you have a representative on the mainland, you may arrange to pick up the order from our premises.
    - **Cancel the Order:** If the shipping cost is not suitable, you may cancel your order for a full refund.

5. Important Definitions

For the purpose of this policy, "mainland" refers to the two primary landmasses of New Zealand:
- **The North Island:** The landmass connected by road and bridge networks, including its northernmost points (e.g., Cape Reinga) and southern points (e.g., Wellington).
- **The South Island:** The landmass connected by road and bridge networks, including its northernmost points (e.g., Picton) and southern points (e.g., Bluff).

An address is considered "on the mainland" if it can be reached by a standard commercial road freight vehicle without the use of a dedicated ferry or barge crossing.

6. Contact Us

If you are unsure whether your address qualifies for free shipping, or if you are located on an excluded island and would like to request a shipping quote *before* placing your order, please contact our team.

sales@stonebase.co.nz
0800 888 288 

We appreciate your understanding and are happy to help you find the best way to get your StoneBase products to you