Delivery and Returns
The safe and secure delivery of your purchase is important to us!
We’ve been pleasing customers with our timely delivery of online purchases since way back in 2000.
We aim to deliver your purchase within 3 to 4 working days after receiving your order and we will communicate with you quickly if we have any out of stock issues.
Please note that Rural Delivery addresses are dependent on the local courier’s schedule.
Delivery is within New Zealand only and to physical addresses only. We are unable to courier to a PO Box address as we require a signature on delivery. This helps us to ensure your product arrives safely.
Goods are at our risk until delivered to you.
Delivery to Commecial Premises
For delivery to any commercial address, please supply the name of the business in the delivery address details of your order. We find that couriers will not deliver to a commercial address if the business name is not supplied.
Why Didn't The Courier Drop The Parcel Off?
Please note that the courier requires a signature to confirm delivery. If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.
Delivery to Islands
For delivery to an offshore island of New Zealand we will supply goods to the shipping agent on the mainland for the specified island as per our delivery charge.
Please enter the details of the pick up point or shipping agent of your choice on the mainland. Mitre 10's responsibility for product shall cease on delivery of the order to the shipping agent, properly addressed.
You will need to make your own arrangements with the shipping agent to deliver to your home or other pick up point on the island and your own arrangements to collect goods from the agent on the island.
How Are Delivery Charges Calculated?
Delivery charges are based on the weight and size measurements of the product purchased. Delivery charges are calculated and shown as a separate item before you choose to enter your payment details and send the order to be processed.
We may deliver each item ordered separately if we chose for supply or other reasons. If this is the case you will not incur any extra delivery cost.
Why Are Some Products “ONLY AVAILABLE IN STORE”?
Sometimes products are not available for purchase from our website. Usually this is because the product requires special delivery conditions and cannot be sent by courier under standard delivery. For example, hazardous substances, fragile or glass products, heavy products or very large products.
How Do I Change The Delivery Address For An Order That I Have Already Submitted?
Please email email@example.com
There Is A Problem With My Delivery, Who Should I Call?
Please email firstname.lastname@example.org
Cancellation and Product Return
Can I Cancel My Order?
Please email us at email@example.com as soon as possible to change or cancel your order.
You may cancel your order without charge at any time up to the dispatch of goods to your address. Any charge to your credit card will be credited.
You may cancel your order if the goods have already been dispatched, but not received at your address and Mitre 10 will credit your credit card for a sum equal to the cost of the product – but excluding handling and delivery costs.
Can I Return My Order - I Changed My Mind?
You may return goods because you have changed your mind and do not wish to purchase the goods within 30 days as long as they are in their original condition:
You must return the goods to your local Mitre 10 store or by couriering it back to the website fulfillment store - in their original condition and packaging and they must be received by us within 30 days of delivery. Mitre 10 may at its option either credit your credit card, or provide you with a Mitre 10 gift card, for a sum equal to the cost of the product excluding handling and delivery costs.
Can I Return My Order - The Product Is Faulty?
You may return the goods if they are faulty or damaged, or where the goods delivered are not those you ordered:
You can return the goods to your local Mitre 10 store or contact us for pick up instructions - in their original condition and packaging and they must be received by us within 30 days of delivery. You may chose to have the goods replaced without further charge, or your credit card will be credited with the cost of the goods including the cost of handling and delivery.
All goods returned must be in original condition and packaging and include all accessories and the invoice or delivery docket. All goods except faulty goods must be unopened.
Please email us at firstname.lastname@example.org if you have a faulty product.