Frequently Asked Questions

Q: Do you offer free shipping in New Zealand?

Yes, we offer free shipping NZ-wide. The price shown is the price you pay.

Q: How long will my order take to arrive?

Orders are processed within 1 to 3 business days and typically delivered within 7 to 15 business days. Tracking is emailed when your order ships.

Q: Will I be charged customs or import duties?

No. Our prices are GST-inclusive and there are no additional customs duties to pay on delivery. The price you see is the price you pay.

Q: What is your returns policy?

Contact us within 30 days of delivery for a replacement or refund on eligible items. Your rights under the NZ Consumer Guarantees Act always apply.

Q: What payment methods do you accept?

All major credit and debit cards and secure express checkout options, processed securely. We never see or store your card details.

Everything you need to know about ordering from The Kiwi Crate. Can't find your answer? Email us and we'll help.

Shipping & Delivery

Do you offer free shipping in New Zealand?

Yes — we offer free shipping NZ-wide on our products. Prices shown are the price you pay.

How long will my order take to arrive?

Orders are processed within 1–3 business days. Estimated delivery is typically 7–15 business days depending on the item and your location. You'll receive tracking as soon as your order ships. (Larger items may vary — we'll keep you updated.)

Will I be charged customs or import duties?

No surprise charges. Our prices are GST-inclusive, and there are no additional customs duties for you to pay on delivery — the price you see is the price you pay.

Can I track my order?

Yes. Once your order is dispatched we'll email you a tracking number so you can follow it to your door.

Payments

What payment methods do you accept?

We accept all major credit and debit cards and secure express checkout options. All payments are processed securely — we never see or store your card details.

Is checkout secure?

Yes. Our store uses encrypted, PCI-compliant checkout, so your payment and personal details are always protected.

Returns & Guarantees

What is your returns policy?

If something isn't right, contact us within 30 days of delivery and we'll make it right with a replacement or refund on eligible items. Items should be unused and in original packaging where possible.

What if my item arrives faulty or damaged?

Your rights under the New Zealand Consumer Guarantees Act always apply. If an item arrives faulty or damaged, send us a photo and we'll arrange a replacement or refund — no fuss.

Products & Support

Are your products covered by warranty?

Yes — our products come with manufacturer support, and we stand behind everything we sell. Reach out anytime and a real person will help.

How do I get in touch?

Email our NZ-based support team and we'll get back to you quickly — we're here to help before and after your purchase.