Dear Customers
Our logistics timeframes have largely normalised and we dispatch most orders within 1-3 working days.
Please respect all staff:
There are isolated incidents during COVID restrictions where retail, warehouse, office and delivery teams have received disrespectful treatment, threatening behaviour, bad manners and unreasonable complaints. This is especially the case for women, young workers and culturally and linguistically diverse staff. The fact that we have made mistakes does not justify any abuse. We are working hard to deliver all your purchases despite all the challenges.
Our main priority is the health and safety of our staff, customers and wider community. Please be patient and stay safe - thank you.
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 | Store | Click & Collect | Delivery |
|---|---|---|---|
| Auckland - Onehunga | OPEN* | YES* | YES |
| Hamilton - Airport | OPEN* | YES* | YES |
| Christchurch - Sockburn | OPEN* | YES* | YES |
* Please wear a face covering at all times. Observe current safety rules. Come prepared if picking up large items.
Trade Depot provides several ways to receive the goods you purchased online, in-store or via phone:
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.
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.
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.
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.
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.
In some cases a rural delivery may be delivered to your local town courier depot in which case you will be notified by the carrier to pick it up.
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.
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.
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.
Please make sure to check your items for damages BEFORE you sign for them. If this is not possible, please check your items within 24 hours of receipt or ASAP.
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.
The damage may be superficial and not critical to the item's look or performance. In this case, please see our superficial damage compensation policy below.
Delivery times depend on the size of your order and destination.
Following delivery times are indicative only:
| AVERAGE DELIVERY TIMES* | SMALL ITEMS | LARGE ITEMS |
|---|---|---|
| Auckland City | 2-4 days | 2-6 days |
| Hamilton / Tauranga City | 2-4 days | 2-6 days |
| Wellington City | 2-4 days | 2-6 days |
| Rest of North Island | 2-4 days | 2-6 days |
| Christchurch City | 2-4 days | 2-6 days |
| Dunedin City | 2-4 days | 2-6 days |
| Rest of South Island | 2-4 days | 2-6 days |
| Rural & Remote Delivery Addresses | ADD +3 days | |
*Working Days, after transaction validated. Please note that we may require additional payment verification for orders over a certain value.
We may also experience occasional delivery delays due to staff absence and delays with our logistics partners.
However, we often deliver quicker or on time.
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.
Please note that standard deliveries exclude special delivery services:
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.
Warehousing, carriage, delivery, lifting, unboxing or installing can cause superficial and slight dings and dents to the sides or back of appliances and other items. Such damage does not affect the performance of the appliance.
To make it easier for customers to be compensated, and to avoid a lengthy claims and return process, if you receive an appliance with a superficial damage, Trade Depot will compensate you with a voucher to the value of 5% of the value of the appliance and up to a maximum $50.00.
Of course, this doesn’t include genuine item damage that impairs product use and performance in which case we will replace the damaged item.
To claim superficial damage compensation, please take a clear photo of the damaged item and packaging and send it to us via our contact form by selecting ‘Damaged Delivery’ under ‘How can we help?'
Please note that we are unable to offer a refund if this damage is:
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 - must be unused, in re-sellable condition and 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.
Returns will attract a restocking fee (at least 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.
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.
