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Shipping Policy

Last Updated: 20th of August, 2025

 

1. Overview & Legal Compliance

This policy outlines how we handle shipping for products purchased via our website (https://www.rivercitypictureframers.co.nz/) and ensures we're in keeping with New Zealand’s consumer protection standards — which require safe, timely delivery and remedies for damaged or lost items.

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2. Shipping Options & Carriers

  • Domestic Shipping (within NZ): We use reputable carriers (e.g., NZ Post, courier services).

  • In-person Pickup: Available at our Whanganui studio (196 Victoria Avenue). Please specify this option at checkout, and we’ll contact you when your order is ready.

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3. Shipping Costs & Delivery Timeframes

  • Standard Delivery: Flat rate of NZ$20 (or as advised at checkout) per order within NZ. 

  • Processing Time: Generally 1–3 business days to pack and dispatch orders.

  • Estimated Delivery Time: Domestic delivery usually takes 3–5 business days, depending on location.

  • These timeframes may vary in remote or rural areas—and may be impacted during peak periods or courier disruptions.

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4. International Shipping

  • International delivery may be offered—please enquire for availability and pricing.

  • Important: Customers are responsible for any customs duties, GST, or import taxes. For shipments to New Zealand valued over NZ$1,000, GST and duties apply and a Customs Number may be required.

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5. Tracking & Delivery Confirmation

  • Most orders include tracking. We’ll provide the tracking number via email once dispatched.

  • For express or high-value items, a signature on delivery may be required.

  • If tracking is not available, we’ll clearly communicate this in your order confirmation.

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6. Packaging & Care

  • We carefully pack items using sturdy, protective materials to minimise damage in transit.

  • Items are insured up to a reasonable threshold. If you're shipping fragile artwork or custom frames, please note this at checkout and consider additional insurance.

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7. Delays, Problems & Customer Support

  • If a delay occurs, we’ll inform you promptly and provide a revised delivery estimate.

  • If your package is lost, damaged, or doesn’t arrive, please contact us immediately at:
    Email: rivercitypictureframers@gmail.com
    Phone: 06 345 3313

  • We’ll coordinate with the carrier and offer a suitable remedy—such as sending a replacement, or arranging repair or refund—based on applicable consumer rights.

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8. Returns & Link to Refund Policy

  • For returns related to shipping issues (e.g., damaged or missing items), please refer to our Refund Policy for detailed instructions.

  • If the return is due to no fault on our part (e.g., change of mind), standard return shipping costs apply and are at the customer’s expense.

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9. Transparency & Updates

  • This policy is easily accessible on our website and updated as needed.

  • Shipping details are clearly stated during the checkout process to ensure you know what to expect before completing your purchase.

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