Shipping policy

Shipping & Delivery Policy – Nuvora Plumbing

1. Order Processing

Orders are processed once full payment has been received.

  • Processing time is typically 1–3 business days
  • Processing times may vary during busy periods or stock delays
  • If an item is out of stock or delayed, we will contact you as soon as possible
  • Orders are not dispatched until payment has cleared

2. Pickup (Click & Collect)

Pickup is available from Eltham, Taranaki by arrangement only.

  • You will be notified when your order is ready for collection
  • Collection details will be provided after purchase
  • Orders must be collected within a reasonable timeframe once ready
  • Proof of order confirmation may be required on pickup

We do not operate a retail storefront, and all pickups are strictly by appointment or arrangement.

3. Local Delivery (Free within 15km)

We offer free local delivery within a 15km radius of Eltham, Taranaki.

  • Eligibility is confirmed based on delivery address after order is placed
  • Delivery timing is arranged directly with the customer
  • Someone may need to be present to receive the delivery
  • We reserve the right to refuse or reschedule delivery if access is unsafe or unsuitable

4. Nationwide Shipping (New Zealand)

We ship throughout New Zealand using third-party courier and freight providers.

  • Shipping costs are calculated based on size, weight, and destination
  • Larger or heavy items (e.g. tapware sets, vanities, bulk orders) may require freight shipping
  • Delivery timeframes are estimates only and may vary
  • Tracking information will be provided where available
  • We are not responsible for delays caused by couriers, weather, or events outside our control

5. Freight, Bulky & Special Items

Some products may require special handling due to size, weight, or packaging requirements.

  • Additional freight charges may apply for bulky or heavy items
  • These charges will be confirmed prior to dispatch where applicable
  • Delivery may be kerbside only depending on courier requirements
  • The customer is responsible for moving goods from delivery point

6. Risk in Goods

Risk in the goods passes to the customer once:

  • The order is collected by the courier, or
  • The goods are delivered to the customer (including local delivery)

From that point, we are not responsible for loss, theft, or damage.

7. Delivery Address & Customer Responsibility

Customers are responsible for providing accurate delivery information.

  • Incorrect or incomplete addresses may result in delays or failed delivery
  • Any re-delivery costs caused by incorrect information will be charged to the customer
  • We are not responsible for losses resulting from incorrect details supplied at checkout

8. Failed Delivery / Redelivery

If a delivery attempt fails due to:

  • No one being available
  • Incorrect address details
  • Unsafe or inaccessible delivery conditions

Additional delivery or redelivery charges may apply.

9. Damaged, Lost, or Missing Items

If your order arrives damaged, incomplete, or does not arrive:

  • You must notify us as soon as possible
  • We may require photos or supporting information for investigation
  • We will work with the courier to resolve the issue
  • Resolution may include replacement, refund, or claim through the courier

10. Delays Outside Our Control

We are not liable for delays caused by circumstances outside our control, including but not limited to:

  • Courier delays
  • Weather events
  • Supply chain disruptions
  • Customs or freight handling delays