At Timeless Flooring, we strive to ensure that your orders are delivered promptly and efficiently. Below is an overview of our delivery methods, charges, and return policies.
Delivery Methods
North Island
Metro Areas:
- Small items: Post Haste Couriers – Estimated delivery time: 2-4 working days
- Large/bulky items: Mainfreight – Estimated delivery time: 2-4 working days
Rural Areas:
- Small items: Post Haste Couriers – Estimated delivery time: 3-7 working days
- Large/bulky items: Mainfreight – Estimated delivery time: 3-7 working days
South Island
Metro Areas:
- Small items: Post Haste Couriers – Estimated delivery time: 1-2 working days
- Large/bulky items: Mainfreight – Estimated delivery time: 1-2 working days
Rural Areas:
- Small items: Post Haste Couriers – Estimated delivery time: 2-5 working days
- Large/bulky items: Mainfreight – Estimated delivery time: 2-5 working days
Important Delivery Information
- Estimated Timeframes: Freight times listed above are estimates only. For large orders or rural deliveries, please contact us directly for freight quotes and more precise timeframes.
- Third-Party Delivery Responsibility: Once orders are dispatched from Timeless Flooring, we do not control the delivery timeframe and are not responsible for delays caused by third-party freight providers.
- Truck Deliveries (Mainfreight): Truck deliveries are made to curb-side only, not directly to your door. Please ensure you have the means to uplift your freight from the curb-side.
- Physical Address Requirement: We can only deliver to physical addresses and cannot deliver to PO Box addresses.
Tracking & Delivery Status
If you need to check the status of your delivery, please:
- Call our Customer Service team at 03 4717272 (Monday to Friday, 9 AM – 4:30 PM)
- Email us at sales@timeless.org.nz
Before reaching out, please check the estimated delivery timeframe above. If the expected timeframe has passed, feel free to contact us for assistance.
Special Requests for Large Orders
If your large or bulky order is being shipped via Mainfreight or Bascik Transport and you would like the driver to call ahead before delivery:
- This is done at the driver’s or delivery company’s discretion.
- Please provide a full name and contact number when placing your order.
- We will pass this request to the trucking company, but we cannot guarantee a call before delivery.
🚫 Note: This option is not available for courier deliveries (e.g., NZ Couriers or Post Haste).
Returns & Refunds
Damaged or Incorrect Merchandise
If you receive a damaged product or an incorrect item due to a picking error, please notify us within 7 days of receipt. We will replace the item at no additional cost.
- Returns will not be accepted without prior approval.
- If our freight carrier was used, we will handle the claim process on your behalf.
Change of Mind Returns
We want you to be completely satisfied with your purchase. If you wish to return an item due to a change of mind, we accept returns on stock items only, under the following conditions:
- Items must be in saleable condition and in their original packaging.
- You must notify us of your return within 20 days of purchase.
- A 25% handling fee will apply to all returns.
- The customer is responsible for the cost of return shipping.
Non-Returnable Items
The following items cannot be returned or refunded:
- Special orders
- End-of-line items
- Indent orders
- Sale items
Important: All returns must be pre-approved by Timeless Flooring. Please contact us before sending any items back.
Sales Taxes
We are required to automatically charge and withhold GST for orders delivered within New Zealand. Customers are responsible for any sales taxes or other applicable charges on orders shipped to other countries or states.
Contact Us
For any further assistance, feel free to reach out:
📧 Email: sales@timeless.org.nz
📞 Phone: 03 4717272