Shipping & Delivery Policy

Last updated: August 2026

Thank you for shopping with HARNZ. We take great care in preparing, personalising, packaging and sending your order so it reaches you safely.

As many of our products are personalised or made specifically for you, please note that processing and production times may apply before your order is ready to be shipped.

Order Processing & Production Times

Most HARNZ personalised products are made or customised to order.

Our standard processing time is generally 2–5 business days before dispatch. More complex personalised products, custom designs, large orders or products requiring customer approval may take longer.

Processing time is separate from shipping/delivery time.

During busy periods such as Christmas, Father’s Day, Mother’s Day, Valentine’s Day and other major gifting periods, processing times may be longer due to increased order volumes.

If your order is required for a particular date, we recommend ordering as early as possible.

Personalised & Custom Orders

Please ensure all personalisation details are entered correctly when placing your order, including:

  • Names
  • Dates
  • Messages
  • Spelling
  • Photos
  • Logos
  • Colours
  • Fonts or design selections
  • Any other custom information

Production may begin shortly after your order is placed.

If we require additional information, clarification or design approval from you, your order may be placed on hold until we receive your response. This may affect the estimated dispatch date.

Please check your email after placing a personalised order in case our team needs to contact you.

Shipping Within New Zealand

We ship throughout New Zealand.

Shipping charges are calculated and displayed at checkout where applicable and may vary depending on the size, weight and destination of your order.

Delivery times are estimates only and begin once your order has been completed and dispatched.

Once an order has been handed over to the courier or freight company, delivery times are outside HARNZ's direct control.

Rural addresses may require additional delivery time and may incur a rural delivery charge.

Tracking Your Order

Where tracking is available, tracking information will be provided once your order has been dispatched.

Please allow some time for the courier's tracking system to update after receiving your tracking information.

If your tracking information shows no movement for an extended period, please contact us and we will assist where reasonably possible.

Large, Bulky & Freight Items

Some HARNZ products, including Mud Kitchens and other large or bulky products, cannot be shipped using our standard courier service and must be delivered by freight.

Freight costs depend on the delivery address, size and weight of the item.

Where a freight charge cannot be calculated automatically at checkout, you may be asked to provide your delivery details.

Once the applicable freight cost has been calculated, we will send you an email with the order/payment details including the shipping cost to your address, allowing you to complete your purchase.

Freight delivery times may vary depending on your location.

Please ensure someone is available to receive large freight deliveries where required.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

  • Street address
  • Suburb
  • City
  • Postcode
  • Rural delivery details, where applicable
  • Contact phone number

If you notice an error in your delivery address, please contact us as soon as possible.

We will do our best to update the address if the order has not yet been dispatched. However, we cannot guarantee that an address can be changed once an order has entered production, been packed or been handed to the courier.

HARNZ is not responsible for additional shipping costs or delivery issues resulting from incorrect or incomplete delivery information supplied by the customer.

Authority to Leave

Depending on the courier service and delivery location, parcels may be left at the delivery address if authority to leave has been provided or if the courier determines there is a safe place to leave the parcel.

If you request or authorise a parcel to be left unattended, responsibility for the parcel may transfer to you once the courier records the parcel as delivered, subject to your rights under applicable New Zealand consumer law.

We recommend selecting a secure delivery address wherever possible.

Delayed Deliveries

We work hard to have orders completed and dispatched within the estimated timeframe. However, courier and freight delays can occasionally occur due to circumstances outside our control, including:

  • Severe weather
  • Public holidays
  • Peak seasonal demand
  • Courier network disruptions
  • Rural delivery delays
  • Freight delays
  • Natural disasters or other unforeseen events

Estimated delivery dates are not guaranteed unless specifically agreed otherwise.

If your order is significantly delayed, please contact us and we will assist with investigating the delivery.

Lost or Missing Parcels

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

  1. Check around your property and any safe delivery locations.
  2. Check with other members of your household.
  3. Check with neighbours where appropriate.
  4. Review any delivery photograph or courier notification provided.

If you are still unable to locate your parcel, please contact us as soon as possible so we can assist with a courier investigation where appropriate.

For parcels that appear to have been lost in transit, please contact us and we will work with the courier to investigate.

Damaged Orders

We carefully package our products to minimise the risk of damage during delivery.

If your order arrives damaged, please contact us as soon as reasonably possible after receiving it.

Please provide:

  • Your order number
  • A description of the damage
  • Clear photographs of the damaged product
  • Photographs of the external packaging
  • Photographs of any damaged packaging or shipping label where relevant

Please keep the original packaging until the issue has been resolved, as the courier may require photographs or inspection as part of a damage claim.

We will assess the issue and provide an appropriate solution in accordance with applicable New Zealand consumer law.

Incorrect Items

If you receive an item that is different from what you ordered due to an error by HARNZ, please contact us as soon as possible with your order number and photographs of the item received.

We will work with you to resolve the issue.

For personalised products, an item will generally not be considered incorrect where it has been produced according to the personalisation information supplied or approved by the customer.

Multiple Items in One Order

If your order contains several products, they may occasionally be shipped separately depending on product availability, production requirements, packaging requirements or the size of the items.

Where applicable, you may receive separate tracking information for each shipment.

Combining Orders

If you place multiple orders separately, we cannot guarantee that they can be combined into one shipment.

Please contact us as soon as possible if you would like us to try to combine orders that have not yet been dispatched.

Local Pickup

If local pickup is offered for an eligible product, the pickup option will be displayed at checkout or communicated to you when arranging your order.

Please wait until you receive confirmation that your order is ready before attempting to collect it.

Personalised orders must be fully completed before collection.

International Shipping

Unless international shipping is specifically available at checkout, HARNZ currently primarily services customers within New Zealand.

If you are located outside New Zealand and would like to purchase one of our products, please contact us before placing your order to discuss whether international shipping can be arranged.

Where international shipping is available, customers may be responsible for applicable customs duties, import taxes, fees or charges imposed by the destination country.

Changes or Cancellations Before Shipping

Because many HARNZ products are personalised or made specifically for each customer, please contact us immediately if you need to make a change to your order.

Once personalisation, engraving, printing, cutting or production has started, we may not be able to change or cancel the order.

Please refer to our Refund Policy for further information regarding personalised and custom-made products.

Delivery Timeframes Are Estimates

Any processing, dispatch or delivery timeframe displayed on our website or communicated to you is an estimate unless we have specifically agreed to a guaranteed delivery date.

We cannot guarantee courier or freight delivery times once an order has left our premises.

We recommend allowing additional time when ordering personalised gifts for birthdays, weddings, anniversaries, Christmas, Father's Day, Mother's Day or other important occasions.

New Zealand Consumer Law

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or other applicable New Zealand law where those rights cannot legally be excluded.

Contact Us

If you have any questions about your order, shipping, tracking or delivery, please contact HARNZ through the contact details provided on our website.

When contacting us about an existing order, please include your order number so we can assist you as quickly as possible.

HARNZ
Personalised Gifts Made Memorable