Shipping Policy

Effective Date: 1 August 2026 | Last Updated: 1 August 2026

At TWEAK, we aim to provide fast, reliable and secure delivery of our products throughout New Zealand. This Shipping Policy explains how we process, dispatch and deliver orders placed through www.tweak.co.nz.

This Policy should be read together with our Terms & Conditions, Returns & Refund Policy, and Privacy Policy.

1. Shipping Coverage

We currently deliver throughout New Zealand, including:

North Island
South Island
Rural addresses
Residential addresses
Commercial premises
Retail stores
Supermarkets
Warehouses
Offices

International shipping may be introduced in the future. If available, additional terms, delivery timeframes and shipping charges will apply.

2. Shipping Costs

New Zealand Orders

We currently offer:

FREE standard shipping on all New Zealand orders, unless otherwise stated during checkout or for special delivery requirements.

Where additional delivery charges apply, these will be clearly displayed before you complete your purchase. Examples may include:

Express delivery services
Oversized commercial equipment
Remote delivery locations
Special freight requests
Re-delivery following failed delivery attempts

3. Order Processing

Orders are processed during our normal business hours. Business hours exclude:

Saturdays
Sundays
New Zealand public holidays
Company closure periods

Orders placed outside business hours will be processed on the next business day.

We aim to dispatch eligible in-stock orders as quickly as reasonably possible.

During busy periods, including promotional campaigns, public holidays and seasonal events, processing times may be longer than usual.

4. Order Confirmation

Once your order has been successfully placed, you will receive an order confirmation email. When your order has been dispatched, we will send a shipping confirmation, which may include tracking details where available.

If you do not receive your confirmation email, please check your junk or spam folder before contacting us.

5. Delivery Timeframes

Estimated delivery times are provided as a guide only and are not guaranteed. Typical delivery estimates within New Zealand are:

Urban Areas
Approximately 1–3 business days after dispatch.

Rural Areas
Approximately 2–5 business days after dispatch.

Commercial Freight Deliveries
Commercial machines, pallet orders or bulk freight shipments may require additional delivery time depending on destination, freight availability and handling requirements.

Delivery estimates may vary due to factors outside our reasonable control.

6. Commercial Equipment Deliveries

Commercial vending machines and other large equipment may require:

specialised freight services;
additional handling;
scheduled delivery appointments;
signature upon delivery.

Where required, we will contact you to arrange a suitable delivery time. It is your responsibility to ensure that appropriate access is available for delivery.

7. Delivery Address

Customers are responsible for providing a complete and accurate delivery address. Please ensure all relevant details are included, such as:

recipient name;
business name (if applicable);
unit or apartment number;
street address;
suburb;
city;
postcode;
contact phone number.

We are not responsible for delays or additional costs resulting from incorrect or incomplete address information.

8. Authority to Leave

Where available, you may authorise the courier to leave your parcel at your delivery address without obtaining a signature. If you provide Authority to Leave instructions:

delivery is deemed complete once the parcel has been left at the nominated location;
risk in the Products transfers to you at that time;
TWEAK is not responsible for theft, damage or loss occurring after delivery.

9. Signature Required Deliveries

Certain deliveries, including commercial machines and high-value orders, may require a signature upon delivery. If no authorised person is available to receive the delivery, the courier may:

leave a calling card;
arrange re-delivery;
hold the parcel for collection;
return the parcel to TWEAK.

Additional delivery charges may apply where re-delivery is required.

10. Delivery Delays

While we strive to dispatch and deliver orders promptly, delays may occur due to circumstances beyond our reasonable control. These may include:

severe weather;
natural disasters;
transport disruptions;
public holidays;
courier delays;
customs inspections (where applicable);
industrial action;
supplier delays;
government restrictions;
unexpected demand.

Delivery estimates are not guarantees. TWEAK is not liable for delays caused by third-party carriers or events beyond our reasonable control.

11. Tracking Your Order

Where tracking is available, you will receive tracking information after your order has been dispatched. Tracking updates are provided by the courier company and may not update immediately. If you believe there is an issue with your delivery, please contact us and we will assist where reasonably possible.

12. Damaged Deliveries

If your parcel arrives visibly damaged:

Photograph the parcel before opening it, if possible.
Inspect the contents immediately.
Notify us within 48 hours of delivery.
Retain all packaging until your claim has been assessed.

We may request photographs or additional information to assist with our investigation. Where damage occurred during transit, we will work with the courier company to resolve the issue as quickly as possible.

13. Missing or Lost Parcels

If your parcel has not arrived within a reasonable period after the estimated delivery date:

Check the tracking information.
Confirm the delivery address provided.
Check with other household members, neighbours or your business reception.
Contact the courier if requested.
Contact TWEAK if the parcel cannot be located.

We will investigate the matter with the courier provider. Replacement products or refunds will be considered following completion of the investigation and subject to our obligations under applicable law.

14. Incorrect Items

If you receive an incorrect product, please notify us within 7 days of delivery. We may request:

your order number;
photographs of the product received;
photographs of the packaging.

Where we have supplied the incorrect item, we will arrange an appropriate remedy, which may include replacement, exchange or refund in accordance with our Returns & Refund Policy.

15. Failed Deliveries

A delivery may fail where:

no person is available to accept the parcel (where signature is required);
the address is incorrect;
the premises cannot be accessed safely;
the parcel cannot be left securely.

Where a parcel is returned to TWEAK due to failed delivery, additional shipping charges may apply before the order can be re-dispatched.

16. Risk and Ownership

Risk in the Products passes to you when the Products are delivered to the delivery address nominated in your order. Ownership of the Products transfers to you only after full payment has been received by TWEAK.

17. Commercial Freight

Bulk commercial orders may be delivered by specialised freight providers. Delivery may require:

forklift access;
loading dock facilities;
assistance with unloading;
scheduled delivery windows.

Any site-specific delivery requirements should be communicated before dispatch. Additional freight charges may apply if delivery conditions differ from those advised at the time of ordering.

18. Delivery Refusals

If you refuse delivery without a valid legal reason, additional charges may apply, including:

return freight costs;
re-delivery fees;
storage charges imposed by the freight provider.

Any refund will be processed in accordance with our Returns & Refund Policy.

19. Force Majeure

TWEAK is not responsible for shipping delays or delivery failures caused by events beyond our reasonable control, including but not limited to:

natural disasters;
floods;
earthquakes;
pandemics;
transport interruptions;
industrial disputes;
government restrictions;
war or civil unrest;
cyber security incidents;
utility failures.

20. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to our business operations, courier services or legal requirements. The latest version will always be published on our Website.