Click & Collect and Store/Showroom Pickups

Please note that we allow pickups on orders over $300 and we charge a $15 handling and stowage fee covering up to 5 days from invoice date.

Regardless 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.

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. Driver will be on site for up to 10 minutes at drop off.

City Residential Area Deliveries

Delivery to 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 as a 'door-to-door' service (ie. the items will not be carried into your premises). 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. Our driver will help with placing the items in a safe and sheltered area such as a carport or garage, however, they cannot move items into your premises - please see delivery exclusions below.

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.

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.

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. Please see our Delivery and Returns policies for details.

In Case of Damage

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 Exclusions

Please note that standard deliveries exclude special delivery services:

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

All our deliveries will deliver your items door-to-door only as per our standard delivery service. Trade Depot contract drivers (covering Auckland, Hamilton, Christchurch) may be able to offer additional services to help move your items to a safe and secure location on your property provided this can be done safely, without damaging the items, property or persons. This service will need to be negotiated with the driver directly and they may charge an additional fee for this service. Acceptance of these additional services is subject to the customer acknowledging that any issues or damages in this case are the responsibility of the driver and the customer.

We strongly advise customers to arrange their own help to move the order items into the home to avoid frustration at time of delivery.

Delivery Terms

We offer competitive delivery rates on almost all of our items (some exclusions apply). The minimum delivery charge is $7.50 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.

Superficial damage to large appliances and other items

Superficial damage example

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:

• Minor; AND
• Not visible from the front of the appliance / item; AND
• Not affecting item performance or use

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 - 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 after 28 days

If you wish to return your item or items after 28 days, the same rules as above apply - items must be unopened and in a new / re-sellable condition and your return will attract a restocking fee of minimum 20% or more of the items price, depending on the time over and above the 28 days.

The restocking fee is determined at the discretion of Trade Depot.

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