Shipping policy

Shipping Policy

New Zealand shipping rates

We currently deliver within New Zealand only.

Orders of NZD $50 or more qualify for free standard shipping.
Orders below NZD $50 are charged a flat standard shipping rate of NZD $9.60.

Any applicable shipping charge will be displayed at checkout before you complete your purchase.

Order processing

We aim to process orders within 1–3 business days after sending your order confirmation. Business days exclude weekends and New Zealand public holidays.

Processing times are separate from courier delivery times. During busy periods, product launches, promotions or public holidays, processing may take longer. If there is a significant delay, we will contact you using the details supplied with your order.

Supplier-dispatched and back-order products

Some products may be dispatched directly by one of our New Zealand suppliers or may have a different dispatch timeframe. Where this applies, it will be stated on the product page or communicated to you after purchase.

If your order contains products dispatched from different locations, it may arrive in more than one parcel and at different times.

Delivery addresses and PO Boxes

We cannot deliver to PO Boxes. Please provide a complete physical delivery address and check it carefully before placing your order.

You are responsible for ensuring the delivery information supplied is accurate. If you notice an error, contact info@thepadelshop.co.nz immediately. We cannot guarantee that an address can be changed after an order has been processed or dispatched.

If a parcel is returned because the address supplied was incomplete or incorrect, or because delivery was refused or not collected, we may require payment of the actual redelivery cost before sending it again. This does not apply where the failed delivery was caused by us or our delivery provider.

Tracking your order

When your order has been dispatched, you will normally receive an email containing tracking information. Please allow up to 48 hours for tracking information to become active.

If tracking has not updated after 48 hours, or your parcel has not arrived within the expected delivery timeframe, contact info@thepadelshop.co.nz with your name and order number.

Delivery estimates and delays

Any delivery timeframe displayed on our website or provided after purchase is an estimate unless we expressly agree to a guaranteed delivery date.

Courier delays caused by weather, road closures, high parcel volumes or other circumstances outside our reasonable control can occur. We will assist with reasonable delivery enquiries and courier claims, but nothing in this section limits your rights under the Consumer Guarantees Act.

Authority to leave

If you give a courier authority to leave a parcel unattended, you accept the additional risk associated with that instruction once the parcel has been delivered in accordance with it. This does not apply where loss or damage was caused by us or the courier failing to follow the agreed delivery instructions.

Damaged, missing or incorrect deliveries

If your order arrives damaged, contains the wrong item or is missing an item, contact info@thepadelshop.co.nz as soon as reasonably possible. Include your order number and photographs of the parcel, packaging and product where practical.

Please keep all packaging until the issue has been assessed, as the courier may require it for a claim.

Return shipping

Return shipping is governed by our Refund Policy.

For an approved sizing, fit or change-of-mind return, you are responsible for return postage. If you request a shoe size exchange, you must also pay our current standard delivery charge for the replacement pair.

Where goods fail to meet a guarantee under the Consumer Guarantees Act, we will cover reasonable return shipping costs. Contact us before returning the item so we can arrange or approve the return method.