Delivery and Returns 


Covid-19 Status - 1. October 2021

Check our preliminary Covid-19 update regarding the potential move to a lower alert level..

The Auckland store will remain closed for customers but is offering contactless click and collect pickups during hours advertised at the top of the page. Our Christchurch store is open under alert level 2 safety measures. Contactless and safe click & collect pickups are also available at our Christchurch store during standard store hours.

Trade Depot are following the recommended government COVID-19 guidelines. As an essential goods provider, we continue to operate and are observing social distancing and hygiene rules. You can order essential home appliances and we will deliver contact-free.

Our main priority is the health and safety of our staff, customers and wider community. Please be patient and stay safe - thank you.

  • Our customer services will be answering phone calls during our standard business hours.
  • Contact us to change your pickup order to delivery - freight charges apply.
  • SHOP ONLINE for contact-free home delivery.

Returns during Lockdown

Please note that we cannot process item returns until Alert Level 2. If you are returning your item per our 28 day change of mind policy, we will record your request and process your return when possible. We apologise for the inconvenience.

Track Your Order

Please track your order online before calling us about your delivery.

You'll need your sales order number or invoice number and the email or phone number you used at purchase time.

 

 


Store Services

StoreShowroomClick & CollectDelivery
Auckland - OnehungaCLOSEDYES
Level 3 rules apply*
YES
Christchurch - SockburnOPEN
Level 2 rules apply*
YES*
During standard business hours
YES

* Please wear a mask at all times. Scan in. Keep 2m apart from others. Observe safety rules, follow our staff instructions, come prepared if picking up large items.


Trade Depot provides several ways to receive the goods you purchased online, in-store or via phone:

  • You can pick your order up at one of our stores/showrooms
  • We deliver small orders up to 20kg via Castle Parcels Courier
  • We deliver large orders via Mainfreight2Home or Fliway
  • For Auckland and Christchurch deliveries, we also have our vans and trucks delivering straight to the door
Trade Depot Delivery Truck

Click & Collect and Showroom Pickups - Currently Unavailable

Please note that we allow placing click & collect orders only for online shopping over $300. If your order is less than that, we advise simply shopping in our showroom.

Our showroom pickups enable you to shop safely online and collect your order from our Auckland or Christchurch showroom. Please note that for pickup orders, we charge a $15 handling and stowage fee covering up to 5 days from invoice date.

  1. Shop online and place your order. If your order is eligible for the click & collect option (equal or more than $300) you can choose to pick up from our Auckland or Christchurch store.
  2. A confirmation email sent at time of order approval with further information. If it is an urgent order, please contact us to have this processed asap.
  3. a) AUCKLAND PICKUP: Please see our staff at the collection counter with your click & collect order reference number.
    b) CHRISTCHURCH PICKUP: Please see our staff at the sales counters with your click & collect order reference number.
  4. If you have any other queries, please don’t hesitate to contact our support.

Please note that we have a 5-day pickup policy which means you need to make sure you pick up your order within 5 days of purchase. After 5 days, we charge a daily storage fee of $10 (inc. GST) for each day.

We will only waive the storage fee if your order contains backorder items.

If you find that you can't pick your order up within 5 days and wish to avoid incurring storage fees, we can deliver the order to you. Just call us on 09 636 1111 and arrange for your order to be delivered. Please note that you will be charged for the delivery.

If the delivery option also doesn't work for you, we can put the items back in stock until you're ready to pick them up, however, please note that items may be sold to other customers and go out of stock.


Deliveries

Standard Delivery Service

Normally we will ship your order within 3-5 working days after payment is received. Our carriers will endeavour to give you advance notice of the delivery to your address on the day if requested and whenever practical. The driver will be on site for up to 10 minutes at drop off.

City Residential Area Deliveries

Delivery to the driveway for city residential areas only. This excludes difficult driveways and unfinished sites, rural areas, multilevel apartments/dwellings etc.
South Island city residential includes Christchurch, Nelson, Dunedin Cities only.

Town and Rural Deliveries

In general, large orders are delivered to your specified address whenever possible. The carrier will call you in advance to notify you of the envisaged delivery date and time. Please ensure that there is someone present to accept and sign for the delivery.

Please note that deliveries to some rural areas are subject to rural distance and fuel surcharges. While our system tries to present accurate delivery charges, Trade Depot Ltd. reserves the right to charge for additional delivery costs after the order has been placed. Please note that you may be contacted by our customer services in the case when the actual cost to deliver to your address is higher than the estimated checkout delivery charge.

Please note that deliveries of items weighing over 30Kg require you to have 1 suitable unloading person on site able to carry 30Kg in addition to the driver.

Small orders delivered by courier will have a rural delivery surcharge of $5 applied at the checkout when you enter your address.

Size of Goods

When ordering large items such as double door fridges or baths, please ensure that these can fit through your main door or entrance. We will not be responsible for the inability to carry your item into your premise.

Goods Inspection on Delivery

IMPORTANT! - All deliveries require a person present to unpack and inspect the delivery and sign for goods received confirming they are in good condition and free from breakages/damage. It is advisable that you immediately open packages and inspect for signs of damage or defect.

If you accept the delivered goods without a person present you will reduce your rights to claim for transport damage or loss. This will not reduce your rights to claim for faults in manufacturing etc.

Please do not sign “undamaged” unless you are delighted with the condition of the items in your order in respect of breakages, damages or defects.

Requesting a Delivery Date

Due to our optimised logistics, we cannot offer or guarantee deliveries for a specific date or time. You may request us to not deliver before a certain date but please note that, if we need to store your order for more than 5 days from the date of purchase, you will incur our standard storage fee of $10 (inc. GST) per each day over 5 days. For example, if you bought something today and requested delivery for some time after 5 days, you would incur a storage fee.

In Case of Damage

If your order has been delivered by our own Trade Depot delivery service, you will be able to arrange a return/replacement on the spot with the driver.
If your order has been delivered by our partner carriers, make sure you state that (some) goods were damaged on the proof of delivery document then please contact our customer service team to lodge a return/replacement claim.

Usual Delivery Times

Delivery times depend on the size of your order and destination.

  • We use our delivery vehicles in Auckland City.
  • Castle Parcels Couriers for small orders up to 20kg.
  • Mainfreight2Home for large orders.
  • South Island orders are distributed from our Christchurch Warehouse.

Following delivery times are indicative only:

AVERAGE DELIVERY TIMES*SMALL ITEMSLARGE ITEMS
Auckland City 1-3 days 1-4 days
Hamilton / Tauranga City 1-3 days 2-4 days
Wellington City 1-3 days 2-4 days
Rest of North Island 1-3 days 2-6 days
Christchurch City 1-3 days 1-3 days
Dunedin City 1-3 days 2-4 days
Rest of South Island 1-3 days 2-4 days

*Working Days, After Transaction Validated. Please note that we may require additional payment verification for orders over a certain value.

However, we often deliver quicker, and sometimes we may be delayed.

Split Shipments

Depending on stock location and whether your order contains large and small items, we may split the order into multiple shipments via different carriers. Small items are couriered and large items are sent via our carrier partner. Your consignments will be visible on our tracking page.

Delivery Exclusions

Please note that standard deliveries exclude special delivery services:

  • Express deliveries (same day)
  • After hours
  • Unpacking & assembly
  • Box / pallet removal
  • Installation
  • Placement within your home
  • More than 10 minutes on site

Delivery Terms

We offer competitive delivery rates on almost all of our items (some exclusions apply). The minimum delivery charge is $5 for small items under $100.

When you enter your delivery address in the checkout, the final freight charge is calculated by applying a discount based on the order value and subtracting that from the full freight cost which is what will be applied to your order in the checkout as the final delivery cost. You will also see your freight savings.

Small items do not contribute to the discounted delivery calculations. We frequently send small items out separately so their freight is added to the large item freight for the final freight cost.

Some items do not qualify for discounted delivery. Christchurch / South Island only items do not qualify for discounted delivery to the North Island.

By default, our website shows indicative delivery cost to Auckland addresses and this is also reflected in the checkout. Before you add your address, you will see the default delivery cost to Auckland. Once you add your delivery address in the checkout, the delivery cost will be recalculated based on your address and the amount may change.

Please note that the delivery estimates on the product details pages may differ from the final delivery charge in the checkout as the freight is calculated to your delivery address and discounts are applied.

Returns

We stand behind our product range and work hard to provide you with affordable quality products. Sometimes, things might not work out for whatever reason, and that's why we offer an easy (change of mind) returns policy (return items within 28 days, unused and in re-sellable condition, ideally with their original packaging).

Simply contact us or call 09 636 1111 and let us know that you wish to return your items and we'll get things underway. Please make sure you specify your invoice, sales or order number or TradeMe reference as well as the reason for returning the item.

You will need to pay the freight for returned items, however, contact us and we'll see what we can do to minimise this cost to you.

Restocking Fee

Returns will attract a restocking fee (usually 20% of the item price) if returned after the 28 days.

Please note that to claim a return, your item must be in a new / re-sellable condition.


Delivery and Returns Customer Assistance

Phone or email Trade Depot directly as soon as you can. Please make sure you specify your invoice, sales or order number or TradeMe reference as well as the reason for returning the item. Our contact details:

Phone 09 636 1111
Email: Get Support.

Contact Us Page

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