Shipping Policy

Free New Zealand Shipping

We offer free standard shipping on all orders delivered within New Zealand, including rural addresses.

There is no minimum order value required to qualify for free shipping.

Order Processing

Each Te Ara Terrains piece is carefully prepared and packaged before being dispatched. Some products are made to order, so processing times may vary.

Any estimated production or processing time will be displayed on the relevant product page. You will receive a confirmation email once your order has been placed and another email containing tracking information once it has been dispatched.

Business days do not include weekends or New Zealand public holidays.

Delivery Times

Once dispatched, most New Zealand orders are delivered within approximately 2 to 5 business days. Rural deliveries may take slightly longer.

Delivery timeframes are estimates and may be affected by courier delays, public holidays, severe weather, or other circumstances outside our control.

Tracking

All framed terrain orders are sent using a tracked delivery service. Tracking information will be emailed to you once your order has been collected by the courier.

Please allow a short period for the tracking information to become active.

Delivery Addresses

Please check that your delivery address is complete and correct before placing your order.

Te Ara Terrains is not responsible for delays or failed deliveries caused by an incorrect or incomplete address supplied at checkout. Additional delivery costs may apply if an order needs to be redirected or resent.

Damaged Orders

Every order is carefully packaged to protect it during delivery.

If your order arrives damaged, please contact us as soon as possible and include:

• Your order number
• A description of the damage
• Clear photographs of the item
• Photographs of the packaging and courier label

Please keep the damaged item and all packaging until we have reviewed your claim. We will work with you to arrange an appropriate replacement or resolution.

Missing or Delayed Orders

If your tracking information has not updated or your order appears to be significantly delayed, please contact us so we can follow up with the courier.

An order will not be considered lost until the courier has completed its investigation. If the courier confirms that the parcel has been lost, we will arrange a replacement or another suitable resolution.

Authority to Leave

Where a courier leaves a parcel without obtaining a signature, responsibility for the parcel may transfer once it has been delivered to the address provided.

We recommend using a secure delivery address where somebody is available to receive the order. Te Ara Terrains cannot guarantee replacement of parcels that are confirmed as delivered but are later lost or stolen from the delivery location.

International Shipping

Free shipping applies only to New Zealand delivery addresses.

International shipping is available only when an international delivery option is displayed at checkout or has been arranged with us before placing an order. International customers may be responsible for customs charges, taxes, duties, or import fees imposed by their country.

Contact

For questions about shipping or an existing order, please contact us through the contact form on our website and include your order number where possible.

Te Ara Terrains
Designed and made in Hawke’s Bay, New Zealand