Shipment & delivery
Customer Cancel the Orders
If you need to cancel an order please contact us as soon as possible. If the parcel has already been dispatched, it is too late to cancel it. Once you receive your order you can return the items straight back to us for an exchange, online credit or refund. Please view our Refund Policy for more information.
2. Change of Address
The shipping address for your order is to be supplied and confirmed at the checkout and in the order and shipping confirmation emails from us. In the event that an incorrect address was entered, you must notify us of any address changes immediately. Kool Zone cannot accommodate any address change requests received after the products have been dispatched.
Kool Zone does not accept any liability in any circumstances for orders shipped to an incorrect or invalid address provided by you.
To ensure successful delivery, please provide a delivery address where someone will be present during business hours to sign for the receipt of your package. Post Office Box addresses are not accepted.
It is our policy that a signature is required for all deliveries. If you choose not to have a signature for deliveries, you do so at your own risk. Upon delivery to you (signature or otherwise), you assume all risk and responsibility for the products. Kool Zone accepts no responsibility for any damage or theft that may occur following delivery to you.
Any delivery times provided by Kool Zone are estimates only. Kool Zone does not accept any liability in any circumstances for any loss or damage suffered as a result of late deliveries.
4. Shipment cost
We offer free delivery on all New Zealand orders over $70. Otherwise, shipping is $7. Additional shipping charges may apply to bulky or fragile items. Please contact us for shipping costs on orders to be delivered further afield than New Zealand.
5. Time frame for delivery
1-2 days - Christchurch
1-3 days - South Island
2-4 days - North Island
The delivery dates shown above are an estimate only. Note that this time does not include order processing time that usually varies from 1 to 3 business days. The approximate delivery times provided are estimates only and exclude any courier delays, weekends and public holidays. Delivery may also be delayed during heavy sales or promotional periods (such as Easter, Black Friday, Boxing Day, etc) .
The time frame for order delivery is divided into two parts:
Processing time: Order verification, tailoring, quality check, and packaging.
Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. After processing and leaving the warehouse.
In few cases, delivery times could be delayed and can take longer from time to time (Climate factors). Different items have their own processing time. But what we can do is try the best to let you receive your items as soon as possible.
6. Multiple Item Orders
Please be aware that we only ship orders when all items on the order are available to dispatch.
For example, item A is expected to ship in 2 business days, and item B on the same order usually ships in 10 business days. This order will be shipped when both item A and B are ready to ship, and is estimated to be around 10 business days. Where there has been a significant delay in supplying outstanding items, we may split orders and dispatch available items at no extra cost.
7. International Customs Charges
It is clear that all shipments being sent to and from a country or region must clear customs first. That is usually the obligation of customers. Different countries have different tax rules on imported goods. Therefore, it will be better if you know your country's customs policies before your order in case of some trouble.
There are some responsibilities you should know about clearly who has to take once something unexpected happens.
It is the buyer’s responsibility for any custom duty fees that may be charged upon delivery.