This policy explains how and when we ship online orders from rollestoncaravans.co.nz. It forms part of our Website Terms and Conditions and should be read with them.
1. Processing your order
We need about 4 business hours to process an online order. This covers checking stock, picking, packing and preparing it for the courier.
Orders are shipped on business days (Monday to Friday, excluding public holidays). An order placed on a weekend or public holiday is treated as received on the next business day.
2. Order cut-off and dispatch
Our courier collects once a day, usually by 10am.
- Orders placed before 2pm on a business day are shipped the next morning.
- Orders placed after 2pm may or may not be ready for the next morning's pickup. If we can't make it, your order ships with the following pickup.
Shipping days are not delivery days. Once your order has been picked up by the courier, delivery times depend on the courier and your delivery address.
3. Delivery times
Delivery usually takes 1–3 business days after dispatch for most New Zealand addresses. Rural and remote addresses can take longer. These are estimates, not guarantees, and the courier controls the actual delivery time. Weekends and public holidays are not counted as delivery days, and delays can happen for reasons outside our control, such as weather, courier disruption or a high volume of orders.
Once your order has been processed, you will receive an automated email with your tracking information.
4. Items shipped from our supplier
Some products are shipped to you directly from our supplier, or are ordered in for you. These are clearly marked on the product page. They take a few extra business days to reach you, and the shipping time is out of our control because it depends on the supplier and the courier they use.
If your order includes both items we hold and items shipped from a supplier, we may send them separately. You will not be charged extra shipping for this.
5. If an item we showed as in stock is not available
On rare occasions, an item shown as in stock on our website turns out not to be available. If that happens, we will tell you straight away.
- If our supplier has the item, we will ship it to you from the supplier.
- We will cover any difference in shipping cost, so you pay no more for shipping than you were charged at checkout.
- Delivery may take longer than a normal in-stock order. If you don't want to wait, you can cancel the affected item, and we will refund you in full.
- If our supplier doesn't have it either, we will cancel the affected item and refund you in full.
6. Shipping costs
Shipping charges are calculated and shown at checkout before you pay. If you return goods because you changed your mind, the shipping you paid is not refunded. If goods are faulty or not as described, we will refund the shipping you paid as well as the price of the goods. Shipping costs are separate from the price of the goods unless the listing says otherwise.
7. Your delivery address
Please give us a complete and accurate delivery address, including the recipient's name and a contact phone number. We are not responsible for goods delivered to the wrong address or person because of incorrect or incomplete details you provided. If a parcel is returned to us because of an address problem, we may charge the cost of re-sending it.
8. When your order arrives
Please check your parcel when it arrives. If it is damaged, or something is missing, contact us within 24 hours of delivery with your order number and photos if possible, and we will sort it out. Risk in the goods passes to you when they are delivered to your address, or when you collect them from us.
9. In-store pickup
You can choose to collect your order from our store at 12 Centrum Lane, Rolleston, New Zealand, 7614, instead of having it delivered. We will contact you once your order is ready for pickup. Please bring your order confirmation and photo ID. Online orders for pickup need about 4 business hours to process, and we will tell you if an item has to be ordered from our supplier first.
10. Caravans and large items
Caravans and other large items are not shipped by standard courier. Collection or delivery is arranged with you directly, and delivery dates for caravans that are on order or in transit are estimates only. See section 7 of our Website Terms and Conditions.
11. Late, lost or missing parcels
If your order has not arrived when you expect it, check your tracking details first, then contact us. We will follow it up with the courier. If a parcel is lost, we will arrange a replacement or refund.
12. Your consumer rights
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other consumer protection law that cannot be excluded.
13. Contact us
Rolleston Caravans (Two Palms Ltd), 12 Centrum Lane, Rolleston, New Zealand, 7614. Our phone number and email address are at the bottom of every page of our website.