Shipping policy

Decoflame New Zealand – Shipping Policy

1. Overview

At Decoflame New Zealand, we aim to deliver premium Net Zero Fireplaces safely and efficiently throughout New Zealand. All orders are processed with care to ensure your fireplace arrives in perfect condition and on time.

2. Shipping Areas

We deliver nationwide across New Zealand, including both North and South Islands. Some remote or rural locations may require additional transit time or a delivery surcharge. Please contact sales@decoflame.co.nz for delivery quotes to rural or restricted-access sites.

3. Processing Times

  • In-stock products: Dispatched within 7–10 business days after full payment.
  • Custom or special-order models: Lead time will vary depending on production and import schedule however could be up to 16 weeks.
  • You will receive an order-confirmation email followed by shipping details and tracking information once dispatched.

4. Shipping Methods & Carriers

All deliveries are handled through trusted freight and logistics partners experienced in transporting premium appliances. Larger fireplaces are shipped on pallets for safety. Delivery may be to curbside or ground-floor access only, unless otherwise arranged. If you require white-glove delivery, on-site placement, or installation, please contact our logistics team for a custom quote.

5. Delivery Costs

Shipping costs are calculated at checkout based on product size, weight, and destination. For bulk orders, trade clients, or architectural projects, we can provide a custom freight quotation prior to purchase.

6. Delivery Inspection & Acceptance

Please inspect your order immediately upon arrival.
If any damage, shortage, or irregularity is visible:

  1. Note it on the delivery docket before signing.
  2. Notify us at sales@decoflame.co.nz within 48 hours with photos and your order number.

This allows us to file carrier claims and arrange repair, replacement, or resolution promptly.

7. International Orders

Decoflame New Zealand currently services New Zealand customers only.
For Australian or international enquiries, please visit www.decoflame.com.au or contact our export division directly.

8. Delays & Force Majeure

While we strive to meet all estimated delivery dates, occasional delays may occur due to weather, customs, or freight congestion. Decoflame New Zealand is not liable for delays beyond our control but will communicate updates promptly.

9. Failed Deliveries

If a delivery attempt fails due to incorrect address details or lack of site access, the customer may be responsible for re-delivery charges.
Please ensure all delivery information and contact details are accurate at the time of purchase.

10. Contact Us

For shipping enquiries or delivery updates, contact:
sales@decoflame.co.nz
www.decoflame.co.nz