Shipping & Returns
To help you stay informed, here is the infomation you need in regards to shipping costs, receipt of goods, changing or cancelling an order and returns.
**Please note we can only ship to a physical address and cannot ship to a PO Box or Private Bag**
Shipping timeframes and cost
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Delivery Cost |
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How Long |
Order more |
Order under |
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North Island Urban |
Within 2-4 business days |
$8.00 |
$11.00 |
Customers with an account – please check with your |
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North Island Rural |
Within 5-6 business days |
$12.00 |
$15.00 |
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South Island Urban |
Within 3-5 business days |
$10.00 |
$13.00 |
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South Island Rural |
Within 6-7 business days |
$14.00 |
$17.00 |
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Waiheke Island |
Within 2-4 business days |
$19.00 |
$22.95 |
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Great Barrier Island |
Email us here to get a price and timeframe |
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Stewart Island |
Email us here to get a price and timeframe |
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Chatham Islands |
Email us here to get a price and timeframe |
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Haven’t received your order?
- If your order hasn’t arrived within the timeframes above, please track your order at Toll or PBT using the tracking number in the dispatch email from the courier company or on the invoice that was emailed to you. For more details click here
- Please note that at busy times of the year, e.g. Christmas, Cyber Monday and Black Friday, delivery timeframes can be longer. Please allow an extra 2 business days before contacting us
- If there are any issues with the tracking details, please email us here and we’ll be happy to take a look for you
Customers with Business Accounts:
- Please click here for information regarding your orders and your returns processes.
Cancelling or changing your retail order
- We will hold your order for 2 business hours before sending to our dispatch team so you can make changes or cancel your order if you wish to
- You can make changes or cancel your order by emailing us here
- We’ll let you know if we’ve been able to cancel or change your order
- If we haven’t been able to cancel or change your order because it has already been processed by our warehouse, you will need to follow the returns process outlined below
Retail returns:
- If you would like to return an item as it is not fit for purpose or surplus to requirements, you may be able to return them to us. Please send us an email here and we’ll let you know how you can return items to us
- Please note that all returns must be in pristine saleable condition e.g. unopened, packaging intact and not damaged when they reach us. If they are not, we reserve the right to decline your return.
- Return shipping is at your cost
- Once approved, any refunds will be processed by us within 2 working days
Problems with your retail order:
- We strive to get things right for you first time but sometimes errors slip through. If that has happened to you, we are so sorry.
- If you have any problems with your order such as items missing, you received an incorrect item or damaged items, please email us here with your order details and we’ll arrange a replacement or refund for you.
Customers with Business Accounts:
- Your order will be held for 30mins before we send it to our dispatch team so you can make changes or cancel your order if you wish to
- To cancel or change your order: please get in touch with your sales rep or email hello@aceshop.co.nz
- Returns, damaged items, or any problems with your order: please get in touch with your sales rep or email hello@aceshop.co.nz