Shipping

PROCESSING TIME

For most of our orders, the standard processing time is less than 1 day. For larger products, it can take 2-5 days (trailers, etc).

SHIPPING TIME

All our deliveries are taken care of by third party delivery agents – Castle Parcels and Owens Transport. Once a product is released to the delivery agent, you’ll receive a shipping confirmation email with updated tracking information. Smaller items are sent by Castle Parcels while heavier, larger items are sent on Owens Transport.

PRODUCTS LESS THAN 25kg

Castle Parcels

We use Castle Parcels to deliver all small items around the country. This normally takes from 2 to 3 days after processing at our Auckland warehouse.

Castle Parcels Rural Delivery

If you live out of town, your item will leave our warehouse with Castle Parcels. It then gets handed over to your local rural delivery driver. As it has to travel a little further, this can take 3 to 5 days to arrive after processing at our Auckland warehouse.

PRODUCTS GREATER THAN 25kg

Door to Door

Door to Door service is available to non-rural delivery addresses. For North Island deliveries this normally takes 1 to 2 days after processing. South Island deliveries are around 3 to 5 days.

Rural Door to Door

We offer Door to Door service to rural delivery addresses for most products. For North Island deliveries this normally takes 3 to 7 days after processing. South Island deliveries are around 5 to 10 days. Delivery is not possible to some remote locations. If your order is affected we will contact you with alternative options.

Please note these are estimates only and due to deliveries being made by a third party we cannot and do not guarantee these delivery time frames.

Castle Parcels (Courier) Contact Details:

Castle Parcels: 0800 404 303

www.castleparcels.co.nz

Owens Transport (Freight) Contact Details:

Owens Freight: 0800 872 695

www.owens.co.nz

PICKUP

Pickup is always welcome from our Albany location. When you select this option, we’ll email the address and pickup instructions after you place your order. Please note that we are located in the STM Group building (first on the left as you come up the driveway):

STM Group
16B Parkhead Place
Albany Industrial Estate
Rosedale, Auckland 0632
Ph: 09 914 9400
Collection Hours: 9am – 3.30pm Monday to Friday

FREQUENTLY ASKED QUESTIONS

How do I track my order?
Our delivery agents all have websites where it’s easy to track your order. Simply enter the tracking number we sent you in the dispatch email.

Castle Parcels
Owens Transport

I missed my delivery
Unless requested, all our deliveries require a signature to confirm you have received the product. If no one is there to accept the delivery a calling card will be left with details on how to arrange re-delivery.

What should I do if nothing arrives?
Try tracking the delivery online, using the tracking details we have sent you. If the order is showing as ‘delivered’ but you have not received anything please get in touch with the shipping carrier directly. There is likely a reason that the order has been taken back to the depot.

What happens if my order arrives damaged?
If you find your parcel damaged upon arrival please do not sign for it. By signing for delivery you agree to accept the goods as they are. Instead, get in touch with us as soon as you have been made aware of any damage so we can send you out a replacement. You must notify us of any damage within 24 hours of delivery.

How do I change the delivery address I gave you?
We can’t make changes to the shipping address once an order has been placed. But if you have an urgent problem please contact us.