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Delivery & Returns
At Mitre 10 we offer a quick, safe and affordable delivery of products to your home, office or wherever your DIY project is taking place. If you’re not satisfied with your purchase, check out our No Hassle Returns policy to find out what to do next.
Standard Delivery
| Your delivery address | Order type | Delivery charge | Estimated delivery time |
|---|---|---|---|
| Metro areas | Parcel orders under 25kg^ | $8.00 | 3-5 Business Days |
| Gift card only orders | $3.50 | 3-5 Business Days | |
| Rural areas* | Parcel orders under 25kg^ | $13.50 | 7-10 Business Days |
| Gift card only orders | $8.50 | 7-10 Business Days |
^ Surcharges may apply for multiple items, or based on the size, weight or any special handling requirements. This is required to make sure your order reaches you safely. Delivery costs will be calculated and displayed at checkout. Alternatively the store may contact you to make other delivery arrangements.
If multiple items are ordered and are available within different timeframes, we may deliver the items separately. If this is the case you will not incur any extra delivery cost.
* For parcel orders, rural delivery addresses are as defined by New Zealand Post address data.
Timeframes
Once your order has been placed, we aim to deliver it to you within 3-5 working days for most parts of the country. Delivery to rural addresses and the lower South Island can take up to 10 days. Note that delivery time varies depending on your proximity to the fulfilment store and the availability of couriers in your region.
Express Delivery
| Your delivery address | Order type | Delivery charge | Estimated delivery time |
|---|---|---|---|
| Metro areas | Parcel orders under 25kg | Price from $15 | 2-3 hours |
Need it fast? Mitre 10 Express Delivery is available from selected stores to get your order to you as soon as possible. Express Delivery is available during each store's Express delivery service hours, so you may not see it as an option at all times.
What’s included
| Approximate cost | From $15 per order |
|---|---|
| Delivery range | Within 10 – 15 km of a store that has your product and accepts express deliveries |
| Tracking | Once your order is picked up, we’ll send you a tracking link via text (if you’ve provided a mobile) and email |
| Returns | Same return policy as all other orders |
| Item restrictions | Max item weight: 16 kg Max total order weight: 55 kg Max item length: 120 cm No bulky goods, no dangerous goods (DG), no special order items |
How to use Express Delivery
- Shop online as usual.
Add items to your cart, ensuring they comply with weight and size limits. - Select Express Delivery at checkout (if available).
This option only shows during store open hours and for addresses within the delivery radius. - Provide a mobile number if possible.
This helps us send you a live tracking link once your order is en route. - Receive confirmation.
You’ll get an email confirming your Express order. - Once picked up, track your order.
We’ll text you a link so you can follow the driver in real time.
What if we can’t deliver ASAP?
Sometimes circumstances beyond our control like driver availability can delay delivery. If your order can’t be delivered quickly, we’ll contact you directly from the store to confirm next best option.
Bulky Orders
| Your delivery address | Order type | Delivery charge | Estimated delivery time |
|---|---|---|---|
| Under 30km from the closest participating store* | Medium bulky orders | $49 | Metro: 3-5 Business Days Rural: 7-10 Business Days |
| Large bulky orders | $79 | ||
| Extra Large bulky orders | $99 | ||
| Between 30-50km from the closest store* | Medium bulky orders | $89 | Metro: 3-5 Business Days Rural: 7-10 Business Days |
| Large bulky orders | $139 | ||
| Extra Large bulky orders | $159 |
^ Surcharges may apply for multiple items, or based on the size, weight or any special handling requirements. This is required to make sure your order reaches you safely. Delivery costs will be calculated and displayed at checkout. Alternatively the store may contact you to make other delivery arrangements.
If multiple items are ordered and are available within different timeframes, we may deliver the items separately. If this is the case you will not incur any extra delivery cost.
* For medium and large bulky orders, delivery is based on the distance from your delivery address to the closest Mitre 10 MEGA or Mitre 10 Online Fulfilment Stores.
In the case where the address you have provided is outside of our delivery zone for bulky orders (more than 50kms from an Online Fulfilment Store) we can still get your order to you, but there may be an additional charge. You will be notified that you are outside of our delivery zone during the checkout process. You can still place your order online and the fulfilment store where your order is placed will be in touch with you directly to confirm delivery costs.
Timeframes
Once you've placed your order, if required, our team will be in contact with you to arrange a delivery time and any special delivery instructions. We'll aim to deliver your order within 3 to 5 working days to most areas. Delivery to rural addresses and the lower South Island can take up to 10 days.
Delivery Destinations
Our delivery option is available within New Zealand to physical residential or commercial addresses only. Our couriers cannot deliver to PO Box addresses as we require a signature on delivery. This helps us to ensure your product arrives safely.
For delivery to any commercial address, please supply the name of the business in the delivery address details of your order. Some couriers are not able to deliver to a commercial address if the business name is not supplied.
Delivery charges within mainland North Island and South Island will be calculated for your order and shown as a separate charge before you chose to enter your payment details and send the order to be processed. Delivery will be by courier or by any delivery service as chosen by Mitre 10.
Island Delivery
Mitre 10 delivers to mainland addresses only and do not deliver to offshore island addresses.
For delivery to an offshore island of New Zealand please enter the details of your mainland shipping agent as the delivery address in checkout. Mitre 10's responsibility for this product shall cease on delivery of the order to your nominated shipping agent.
No Hassle Returns
We are happy to exchange or refund products within 28 days provided that the product is returned with a valid invoice or delivery docket, and;
- is unopened and unused
- in original condition and packaging
- includes all accessories
- is not a customised item
Customised products, which include products cut, made-to-measure, special order or mixed to specific requirements, cannot be refunded or exchanged. Clearance items or products purchased during Clearance events in our stores cannot be returned or exchanged.
It’s always easiest to return your product to the store you got it from, but you can return it to any Mitre 10 store. If you prefer to courier your product back to us, just check your invoice to see which store dispatched your order and that’s where you send it back to.
We will refund to your original payment method where possible or, if you prefer, we can issue you a Mitre 10 Gift Card for the sum equal to the cost of the product excluding handling and any delivery or returns costs.
Faulty Goods
If a problem occurs with a product purchased from Mitre 10, bring it back to us with your proof of purchase. We will either repair, replace or provide you with a refund, as set out in the Consumer Guarantees Act.
Healthy Plant Guarantee
We will replace any plant you buy from us if it fails to thrive. Just return it within 12 months with proof of purchase.
Cancelling Your Order
If you wish to cancel your order you will need to contact the Mitre 10 store that is processing your order. Please check the order confirmation email for details of which Mitre 10 store is processing your order. We cannot guarantee that it will be possible to cancel your order as it may have already been processed.
If we are able to cancel your order prior to dispatch, we will refund to your original payment method where possible or, if you prefer, we can issue you a Mitre 10 Gift Card.
FAQs
Why is Express not showing for my address?
Express delivery is only available during store hours and for addresses within the 10–15 km radius of participating stores. If your address is outside that range, or if the store is closed, Express delivery won’t be offered. If Express Delivery isn't available, you'll still be able to choose another delivery option at checkout.
What if my item is too large or heavy?
Some products aren't eligible for Express Delivery because of their size, weight or handling requirements. This includes bulky items and dangerous goods (DG). If an item in your cart isn't eligible, we'll let you know at checkout and recommend another delivery option.
What if I didn’t give a mobile number?
You will still receive email updates and the dispatch email will include a link to track your order when it’s en route.
When can I expect delivery?
We're aiming to deliver your order as soon as possible, usually within 1 to 2 hours, but it may vary depending on store capacity, traffic, and distance from store. We’ll always update you via tracking or direct store contact if delays happen.
Can I return Express orders?
Yes. Express Delivery orders follow the same Returns Policy as all other Mitre 10 orders.
What happens if no one is home?
The driver will attempt to contact you when they arrive. If your order can't be delivered, it will be returned to the store, if this happens we'll contact you to arrange the next steps.
Why did Express Delivery disappear from my cart?
Express Delivery may no longer be available if your cart changes or contains items that aren't eligible for the service. If this happens, we'll let you know and show the next available delivery option.
Can I choose a delivery time?
No. Express Delivery is designed to get your order to you as soon as possible. We'll send you tracking updates once your order is on its way.