Shipping policy

SHIPPING POLICY

Last updated: 24 August 2026

Salty Surf & Co. ships orders throughout New Zealand from Whakatāne, Bay of Plenty.

ORDER PROCESSING

Please note: All orders placed now will be dispatched from 1 October 2026.

Business days are Monday to Friday and exclude New Zealand public holidays.

Orders placed during weekends, public holidays, new product releases or promotional periods may require additional processing time.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

FREE NEW ZEALAND SHIPPING

Free standard shipping applies to all New Zealand shipping.

DELIVERY TIMEFRAMES

Standard New Zealand delivery is estimated to take 5–7 business days after dispatch.

Rural delivery may take an additional 1–3 business days.

Delivery timeframes are estimates and may be affected by:

• Rural or remote delivery locations
• Public holidays
• Severe weather
• Courier network delays
• High-volume promotional periods
• Events outside our reasonable control

We will make reasonable efforts to dispatch your order promptly and help resolve any significant delivery delay.

ORDER TRACKING

Once your parcel has been dispatched, tracking information will be emailed to the address provided with your order.

Please allow some time for tracking information to become active after receiving your dispatch confirmation.

If you have not received a dispatch email, please check your spam or junk folder before contacting us.

DELIVERY ADDRESSES

Please check that your name, delivery address, postcode and contact details are complete and correct before placing your order.

If you notice an error, contact us as soon as possible at saltysurf@xtra.co.nz. We will try to update the address, but we cannot guarantee changes can be made after an order has been processed or dispatched.

If a parcel is returned to us because the customer supplied an incorrect or incomplete address, the customer may be responsible for the cost of sending it again.

Salty Surf & Co. is not responsible for delivery problems caused by incorrect address information supplied by the customer. This does not affect our responsibilities where an error was made by us or by a delivery provider acting on our behalf.

RURAL DELIVERIES

We deliver to rural addresses throughout New Zealand.

Please include your rural delivery number and complete address details when placing your order. Rural parcels may take an additional 1–3 business days to arrive.

DELIVERY DELAYS

If your parcel has not arrived within 10 business days of receiving your dispatch confirmation, please:

• Check the tracking information provided
• Check around your property and with other household members
• Contact us at saltysurf@xtra.co.nz with your name and order number

Where we arrange delivery, Salty Surf & Co. remains responsible for ensuring your order is delivered within a reasonable time and arrives in acceptable condition, as required by New Zealand consumer law.

LOST PARCELS

If tracking has not updated or you believe your parcel has been lost, please contact us at saltysurf@xtra.co.nz.

We will work with the courier provider to investigate the delivery. If the parcel is confirmed as lost, we will arrange an appropriate replacement or refund.

Please do not contact the courier instead of notifying us. As the retailer, we will assist with resolving the issue.

DAMAGED PARCELS

Please inspect your order when it arrives.

If your parcel or product arrives damaged, contact us as soon as possible at saltysurf@xtra.co.nz and include:

• Your name and order number
• A description of the damage
• Photographs of the product
• Photographs of the parcel and shipping label, where possible

We will assess the issue and arrange an appropriate remedy in accordance with our Refund Policy and the New Zealand Consumer Guarantees Act 1993.

PARCELS MARKED AS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please check:

• Around your property and usual safe delivery locations
• With other members of your household
• With neighbours, where appropriate
• That the delivery address on your order is correct

If you still cannot locate the parcel, contact us promptly at saltysurf@xtra.co.nz so we can ask the courier to investigate.

SEPARATE DELIVERIES

Where an order contains multiple products, we may occasionally send items separately.

If this happens, you will not be charged additional shipping unless this was agreed with you in advance.

INTERNATIONAL SHIPPING

At present, orders placed through saltysurf.co.nz are delivered within New Zealand only.

If you are outside New Zealand and would like to purchase from us, please email saltysurf@xtra.co.nz before placing an order. We can let you know whether delivery to your location may be possible and provide an estimated shipping cost.

For shipping or delivery enquiries, please contact:

Salty Surf & Co.
Whakatāne, Bay of Plenty
New Zealand
Email: saltysurf@xtra.co.nz