Shipping policy
Free shipping on samples
All Acupanel® samples ship free to anywhere in New Zealand. No minimum order, no code required — free postage is applied automatically at checkout.
Shipping on full-size panels and accessories
Delivery rates for panels, accessories, and screws are calculated live at checkout based on your delivery address. Rates are provided by our courier partners (Mainfreight 2 Home and Post Haste) so you’ll see the most accurate price for your order.
We aim to dispatch all in-stock orders within 48 business hours. Please allow up to 14 days for delivery, although we aim to get your order to you as quickly as possible. You’ll receive a tracking number by email once your order is on its way.
Promotional free shipping (when offered)
When we run promotional free-shipping campaigns, free shipping applies to deliveries within the New Zealand North and South Island mainlands only. The offer does not extend to offshore islands.
Tracking your order
If your tracking number doesn’t work immediately, it means the parcel is yet to be scanned by the courier. Please try again in a few hours, or the next business day if it’s the weekend.
Receiving your order
4.1 All delivery options will be calculated at the checkout stage.
4.2 Your order may arrive in more than one delivery.
4.3 We will deliver the goods to the premises you specify on your order. You must be at home to accept delivery of your order, which is normally between 9:00am and 6:00pm Monday–Friday.
4.4 Most of our products are relatively lightweight items.
4.5 Disposal of packing materials is your responsibility.
4.6 After two failed delivery attempts (or if you are not at home for an agreed delivery) the goods may be returned to our warehouse and we reserve the right to charge you an additional re-delivery charge.
4.7 If you change the delivery address once the goods have been dispatched, we reserve the right to pass on any extra charges made by our carriers for redirecting your delivery.
4.8 Please check the goods upon delivery — any goods found to be missing or damaged should be reported to us within 5 working days.
4.9 If the goods are lost or damaged in transit, please let us know within 5 working days.
4.10 Deliveries are made to the ground floor only, and on the condition that there is reasonable access for the safe and prompt delivery of the goods. Please tell us about any special delivery requirements or conditions when you place your order.
4.11 Sometimes, for reasons beyond our control, we may be prevented from delivering your goods as planned. These might include accidents, breakdowns, fire, floods, storms, severe weather, acts of God, war, riots, civil commotion, malicious damage, or the default of our suppliers. We will try to put things right as soon as possible, but we can’t be responsible if this causes a delay or failure in delivering your goods.
Damage on arrival — please read
We do not recommend giving the carrier “authority to leave” (for example, leaving by the garage if you won’t be home). If you select this option and your consignment is damaged, the carrier will not take any responsibility. Please make sure someone is there to receive the consignment, collect it from the depot, or arrange re-delivery to a work address.
When the parcel arrives, carefully check the exterior of your consignment for damage. If damage is visible — or you are unsure — please sign for the consignment but write “received damaged” on the consignment form.
We recommend unpacking your parcel completely within 24 hours of arrival to check for any further damage. No claims can be accepted unless we are notified within 24 hours of receiving the goods. Failure to do this may mean that any damage to your order is your own responsibility.
Questions?
If you have any shipping questions, please email our sales team at sales.nz@acupanel.com.