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Shipping Policy

Delivery

New Zealand

  • Nationwide shipping fee starts from $7.00 for urban delivery and $13.00 for rural delivery.
  • We endeavour to ship all orders within 24-hours after we receive payment.
  • Delivery estimations are as follows: North Island - 1 Work Day (+1 day for rural) South Island - 2 to 3 Days (+1 day for rural)
  • If you require a faster courier option, please contact us on 06 835 6659 or Email us to [email protected] .
  • Please note that additional courier fees might apply for expedited delivery.
  • An email with the tracking information will be sent to you once your order has been dispatched and scanned in by the courier. If you do not receive this email, please contact us.
  • Shipping to outlying islands i.e Waikeke Ialands please enquire for shipping rates.

Note: While we are operating both online and offline, there might be some risk at inventory synchronization. We will contact you once the item you ordered runs out of stock.

Australia & International Orders

International shipping service is available. Please contact us on 06 835 6659 or Email us to [email protected] to enquire courier fee before the payment.

Click & Collect

  • Click & Collect is available during shop open hours (click to check details).
  • The address is 105 Dickens Street, Napier South, Napier (click to show in Google Map).
  • Proof of identification must be shown when collecting and only the person stated on the order will be allowed to collect the items.

Shipment During Lockdown

Couriers will only pick up essential items under Level 4, sadly toys do not fall into that category. We will ship as soon as couriers are able for general goods.  

 

Shipping & Returns

Local New Zealand Shipping 

In brief:

  • Parcels that are delivered damaged to be addressed with the delivery agent on the spot.
  • We aim to ship same business day for orders placed before 2pm.
  • Delivery within NZ approx. 1 – 5 days by Toll Couriers or Post Haste. Signature required.
  • Tracking email sent once parcel has been collected by delivery agent.
  • You may request Saturday delivery but highly unlikely it will make it.
  • Can opt to have parcel left at doorstep or under BBQ, but we do not recommend this.
  • Currently no P.O box deliveries
  • Returns and Faulty products please read below.

 

We charge local and rural delivery fees for North Island, South Island and other NZ outlying Islands
*IMPORTANT NOTICE: Large or oversize items may have additional fee's associated with them. You will be advised of this with you at the time of your order.

Free In-store pickup by prior arrangement and during our normal store hours which can be found on our website and Facebook page “Cooltoys Napier’.

Delivery

Once Cooltoys has confirmed the order, we will endeavour to dispatch the buyer's order within 1-5 business days unless a different time frame is specified. If we are unable to dispatch the buyer's order within the time frame specified by Cooltoys we will endeavour to contact the buyer and advise of the expected dispatch date. As Cooltoys also operates a bricks and mortar store there may be the rare occasion where orders for a particular item or items conflict and the buyers order may be delayed by 3 – 5 business days.

Cooltoys use Toll courier and Post Haste for New Zealand orders. Deliveries are usually overnight for North Island and 2 days for South Island, though please allow an extra day for rural deliveries and big parcels to reach the South Island. You may experience shipping delays due to circumstances out of our control.

 

Tracking emails will be sent out once parcels have been collected.

The buyer may specify delivery instructions for an order (for example, the buyer may authorise the delivery agent to leave the products in a specified location if the buyer will not be at the delivery address).  Cooltoys will not be responsible for any order that is delivered in accordance with the buyer’s delivery instructions.  Consider having your order delivered to your work or your friendly neighbour who is normally home to receive the parcel on your behalf, this ensures that your parcel has arrived safely and any damages to your parcel has been identified with the delivery agent.


Delivery to PO Boxes 
Deliveries to P.O Boxes NOT currently available.

 

Returns Policy 

The item I received is not the item I ordered 
Provided photo evidence of the item is UNOPENED and in undamaged condition we’ll replace with the item you had ordered. To receive your replacement, you must return the original item to Cooltoys. You will be provided with a no-cost return addressed courier satchel (or similar) and we will process your replacement within 1–3 days of receiving your item.  Cooltoys operate under surveillance cameras to ensure our staff have taken all care to pack and send the correct items to you in the optimal condition.

The item I ordered arrived faulty. 
After you have fully read the products included manual and the item is not working as it should please e-mail Cooltoys with details of the fault or issue.  We will assist by remote in remedying the issue as best we can. Clear details, photos and or short videos of the fault will enable a quick response in rectifying any faults or setting issues.  If all else fails, you will be issued with an RMA return number to accompany the product and everything that was included with the product to be returned to Cooltoys for testing. If we confirm that the item was faulty before leaving Cooltoys, or was a factory defect / fault, the item will be repaired / rectified. if it cannot be repaired then it will be replaced with the same or equivalent item by Cooltoys free of charge. If the goods are faulty, we will meet our obligations under the Consumers Guarantees Act to provide a remedy.  (Please do not return any items until you have been issued with an RMA No. from Cooltoys via e-mail)

The parcel arrived damaged.

On delivery of your parcel by the delivery agent check the carton does not show signs of damage before receiving and signing for the parcel or parcels. Bring this damage to the attention of the delivery agent for return.

Open the parcel in the presence of the delivery agent to ensure the contents are not damaged and is acceptable by you. Once you have signed for a parcel and the parcel is damaged you may have relieved the delivery agent of any responsibilities

The item I ordered did not arrive 
If your item did not arrive the first thing to do is request a “track and trace” on your item from the Toll courier or Post Haste tracking emails we send out.  Please also check your letterbox for a calling card as the courier may have called while no one was home.

If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it or it hasn’t been delivered within the time frame we will start an investigation with Toll courier or Post Haste on your behalf. 

Regrettably, neither Cooltoys, Toll courier or Post Haste can refund or replace items that have been lost, damaged or stolen after being delivered to your property. If you are concerned about leaving your items unattended, we recommend using “Signature Required” option which is our default option unless advised by the Buyer to use the “No Signature Required” option

 

 

I've changed my mind and no longer want the item I ordered 
Change of mind returns can be processed if it has been agreed to by Cooltoys and the item has been returned within 7 days of dispatch and is UNOPENED and in UNDAMAGED resaleable condition. (Torn open boxes or items that show signs of use does not constitute as UNOPENED and UNDAMAGED condition.  The shipping for the return will be at the cost of the buyer. Once we have the item in hand, we will assess the item and if everything checks out OK you will receive a Store Credit or refund less the restocking fee and freight charges. 

Please note: Refunds will not be given for Afterpay and ZIP pay Purchases.

Refunds will not be given for any Paints, consumable products or products with

intellectual property rights.

Please take the time to choose these products carefully.

Restocking fee 
All goods ordered in error by the Customer or goods the Customer wishes to return are subject to a restock fee. The fee is 15% of the goods sales value. This applies if you change your mind, ordered it in error, unwanted Gift or just did not like it or did not suit you, so please choose carefully and read the descriptions in the listings as some products also require additional items to complete.

 

International Shipping. 
We are happy to ship outside of New Zealand. Feel free to contact us at [email protected] to arrange international shipping.