Shipping policy

 

At DECKO, we are committed to providing our customers with the fastest and most competitive delivery service possible. We work with several reputable freight partners, including NZ Post, Mainfreight, CourierPost and others, to ensure that our customers receive their orders in the shortest possible time.

For metro areas we can often deliver next day. In most cases, our standard delivery times are between 2-4 business days, and we strive to maintain this delivery timeframe for all orders.

We offer free local pickup of orders at our Auckland depot, but only on by appointment on Tuesdays and Thursdays between 12-2pm (local pickup orders must be made minimum 24h prior to collection time). You can find the address on our contact us page. If you prefer to have your order delivered directly to your address, we will work with our freight partners to provide you with the most competitive rates possible.

If you are unhappy with the freight costs for larger shipments, please get in touch with us, and we will do our best to find a better freight quote based on your address and order details.

If your order included free delivery and you want to return, the original delivery cost paid by us will be deducted from your refund. Return shipping and integrity of shipment is the customer’s cost and responsibility.

We take pride in providing our customers with fast and reliable shipping, and we are committed to ensuring that you are completely satisfied with your purchase. If you have any questions or concerns about our shipping policy, please do not hesitate to contact us.

Damaged or Missing Items Policy

To ensure a smooth resolution process and allow us to lodge claims with our freight partners, please carefully follow the steps below:

1. Inspection on Delivery
All orders must be inspected immediately upon delivery.

2. Reporting Timeframe (Strict)
Any damaged or missing items must be reported within 24 hours of delivery by contacting our Customer Service team at:
📧 [your email here]

Your report must include:

• Clear photos of the damaged item(s)
• Photos of the packaging (including outer carton and labels)
• Description of the issue
• Order number

3. Retention of Goods & Packaging
Do not discard the damaged product or its packaging.
These may be required for inspection or return as part of the claims process.

4. Failure to Report in Time
If damage or missing items are not reported within 24 hours, we may not be able to lodge a claim with the carrier, and therefore cannot accept liability for the loss or damage.

5. Assessment & Resolution
Once reported, we will assess the claim with freighters and determine the appropriate solution, which may include:

• Replacement of the affected item(s)
• Partial refund if items can be used for project
• Return request (in certain cases)

For minor damage that does not affect functionality or installation, we may offer a partial resolution rather than replacement.

6. Returns for Damaged Goods
In some cases, we may require the damaged product to be returned before issuing a replacement or refund.