Delivery and Returns


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

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

Click & Collect and Store/Showroom Pickups

Regardless of whether you buy on our website or come to our showroom, you can pick your order up in store. 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 ship the order to you. Just call us on 09 636 1111 and arrange for your order to be delivered. Please note that you may need to pay for delivery if your order doesn't meet our free delivery conditions.

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 the nearest city depot for all other deliveries including rural, towns and city rural areas. You will need to pick up your order from our carrier's nearest city depot. The carrier will notify you once your order is ready for collection.

If you would like your order to be delivered to your property, note that deliveries to some rural areas are subject to rural distance charges. In this case, you will need to contact our customer service staff to organise the delivery and cover delivery costs to your destination.

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.

Goods Inspection on Delivery

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 either:

  • Waive your rights to claim for transport damage; or
  • Reduce your rights to claim for faults/damage 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

When ordering online or in our store, you may request a specific delivery date for your order. Please note, however, 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 in 10 days, the storage fee would be $50.

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.
  • Owens 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 2-3 days 3-5 days
Hamilton / Tauranga City 2-5 days 5-8 days
Wellington City 2-5 days 5-8 days
Rest of North Island 2-5 days 6-9 days
Christchurch City 3-6 days 12-18 days
Dunedin City 3-6 days 12-18 days
Rest of South Island 4-8 days 12-18 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.

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

Discounted and Free Delivery Terms

We offer free delivery for orders containing only small items (up to $20kg) if the order subtotal is $75 or over.

If the order contains large items or a mix of large and small items, then our discounted freight charges apply. Discounted freight is calculated based on the discounting taking effect for order subtotals of $1000 and over. For each heavy item in the cart, freight is calculated by adding up the item's freight cost to your specified delivery zone, then depending on the order subtotal; a discount is applied. The discount starts at 10% off the full calculated freight cost at a subtotal of $1000 and increases by 2% for every $100 up to the upper threshold of $3000 where the discount ends at 50%. For orders over $3000, the discount is 50%.

The final freight charge is calculated by applying a rounding method to the discounted value and subtracting that from the full freight cost which is what will be shown in the checkout as the final delivery cost. The checkout will show the full freight cost and the discounted freight that is charged to your order.

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. We'd like you to be completely satisfied with your product selection, and it’s suitability!

We offer a “no questions” 28 day right of return on all goods purchased. Of course the goods should be unused and in re-saleable 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 or if the item is not in re-saleable condition, (i.e.: no packaging or item was used).


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:

Contact Us Page

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