Cafe Supply Shipping Policy

Delivery Information

At Cafe Supply, we are committed to providing fast, reliable, and cost-effective delivery throughout New Zealand. Below is detailed information regarding our delivery processes and policies.

Delivery Areas

We deliver to all regions across New Zealand, including both urban and rural locations. However, please note that some remote or rural areas may require additional delivery time.

Processing Time

Orders of small items placed before 12:00 PM on business days will typically be processed and dispatched on the same day. Orders placed after 12:00 PM or on weekends and public holidays will be processed on the next business day.

Estimated Delivery Times

• North Island: 2-3 business days
• South Island: 3-5 business days
• Rural Areas: 5-7 business days

Please note that these time frames are estimates and may vary due to factors such as courier delays, extreme weather conditions, or peak holiday periods.

Delivery Charges

Delivery charges are calculated at checkout based on the weight, dimensions, and destination of your order. We strive to keep our shipping costs competitive.

Large and Bulky Items

For large and bulky items, special handling and freight services may be required. These items may incur additional delivery charges, and longer delivery times may apply. Our customer service team will contact you to confirm delivery arrangements for such orders.

Order Tracking

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can use this number to track the status of your delivery online through our courier partner’s tracking system. Please Note: Some times due to the technical issue the tracking notification can't be delivered so if you don't receive the notification please contact our sales team.

Delivery Conditions

Deliveries are made Monday to Friday during standard business hours. Please ensure that someone is available at the delivery address to receive the goods. If no one is present, the courier may leave a card to arrange re-delivery or pickup from a local depot.

Special Delivery Instructions

If you have any specific delivery instructions, please include these when placing your order. We will pass these on to the courier to ensure your delivery is handled according to your requirements.

Failed Deliveries and Re-delivery

If a delivery attempt is unsuccessful and the courier leaves a card, you will need to contact the courier to arrange re-delivery or collect your order from the depot. Please note that additional charges may apply for multiple re-delivery attempts.

Damaged or Missing Items

We take great care to ensure your order is packed securely. If your order arrives damaged or items are missing, please contact us within 48 hours of delivery. We will work with you to arrange a replacement or refund as quickly as possible.

Returns and Exchanges

For information on how to return or exchange items, please refer to our Returns Policy. We are dedicated to ensuring your satisfaction and will assist you with any returns or exchanges.

Restricted Delivery Areas

Some remote or rural areas may have restricted delivery options or longer delivery times. In these cases, our customer service team will contact you to discuss the best available options.

Pick-Up Option

We offer a pick-up option from our distribution warehouse located in Auckland and Tauranga, New Zealand. If you choose this option, you will receive a notification when your order is ready for collection.

Delivery Options

Standard Delivery

• Service Type: Kerbside Drop-off (Door-to-Door)
• Delivery Personnel: Completed by a single driver to minimize costs
• Delivery Access: Items are delivered to the kerbside or nearest accessible point to your door; not inside your premises.
• Scheduling: Standard deliveries do not allow for specific delivery date or time reservations.
• Tracking: You will receive a tracking number within a couple of days after processing, allowing you to monitor your order’s status on the courier’s website.

Premium Delivery (In-Store Delivery)

• Service Type: In-Store Delivery (delivered inside your premises)
• Delivery Personnel: Completed by a two-man team for handling larger and heavier items.
• Additional Services: May include removal of old appliances, removal of packaging, or delivery on a specific day/time. These services require advance arrangement and may incur additional charges.
• Limitations: Does not include delivery to shopping centers, upstairs deliveries, or lifting heavy equipment over counters without a special quote.
• Arrangement: If you require Premium Delivery or any additional services, please complete the relevant form on our website to coordinate with our private courier partners.

Delivery FAQs

Will the courier call me before delivery?

We request that couriers for every order contact you 24 hours before delivery and again 1 hour before arrival to ensure someone is available to receive the delivery. For large items, such as fridges, couriers will always make prior contact, as they do not want to arrive at your premises and find no one available to accept the delivery.

Can I book a delivery date/time?

To keep delivery costs low, most orders are shipped through our suppliers, leveraging their favorable delivery rates. Delivery dates are subject to the courier’s schedules and are beyond our control. For a more accurate estimated time of arrival, please contact the courier directly once you have received the tracking number.

If you require delivery on a specific date or time, please complete the In-Store Delivery Form requesting from our sales team. We will then provide quotes from private couriers who can accommodate your scheduling needs.

Which couriers do we use?

We partner with a range of trusted couriers including , Team Global Express, Post Haste, NZ Post, MainFreight, Daily Freight, Basic Transport or our local courier vehicle depending on your location and the nature of the items. We select the best courier for each delivery to ensure your items arrive safely and on time.

Will the item fit through my door and into the final position?

Please measure doorways, corridors, and spaces in advance to ensure the items will fit. Our couriers are not responsible for items that cannot be delivered to their intended location due to size constraints. If you have concerns, please contact us before placing your order.

Can the courier remove old units or packaging from the new appliance?

Yes, if you arrange for our Premium Delivery service, couriers can remove old appliances and dispose of packaging for an additional fee. Old appliances must be disconnected and drained before collection. Please ensure all arrangements are made in advance.

Can you bring the appliance inside my shop or kitchen?

Our Standard Delivery service only includes kerbside drop-off. If you need the item brought inside your premises, you must select our Premium Delivery service, which includes in-store delivery. Additional charges may apply, depending on the complexity of the delivery.

What happens if the item arrives damaged?

If your item arrives damaged, please contact us immediately within 48 hours of delivery. We will work with you to resolve the issue, which may include a replacement or refund. It’s important to keep all original packaging in case the item needs to be returned.

Do I need to keep the packaging from my order?

Yes, we recommend keeping all packaging until you have fully inspected your items and are satisfied with your purchase. If a return or exchange is necessary, original packaging will be required.

What happens if I change my mind after I have placed my order?

If you wish to cancel or change your order, please contact us as soon as possible. If the order has already been processed or shipped, cancellation fees may apply. Please refer to our Returns Policy for more information.

How much does shipping cost?

Shipping costs are calculated based on the weight, dimensions, and destination of your order. The exact shipping cost will be displayed at checkout before you finalize your purchase.

Where can we deliver to?

We deliver to all regions across New Zealand. Some remote or rural areas may require additional delivery time or incur extra charges. For more details, please contact us with your specific delivery address.

What if there is more than one product on my order?

If your order includes multiple items, they may be shipped separately depending on size and availability. You will receive separate tracking numbers for each shipment.

Do I have to be at work or home to receive my order?

Yes, someone must be present at the delivery address to sign for the order. If no one is available, the courier will leave a card for you to arrange re-delivery or collect the items from a local depot.

Can my order be delivered on the same day I purchase it?

Same-day delivery is not available for standard orders. If you need urgent delivery, please contact us to discuss potential options and costs associated with expedited shipping. The same day delivery will only be for only some areas near to Warehouse. 

Can items be collected?

Yes, you have the option to collect your items from our warehouse located in our multiple locations in New Zealand. Please select the "Pick-Up" option at checkout, and we will notify you when your order is ready for collection. 

For More Info: 

Ph: 0800333999

Email: info@cafesupply.co.nz 

30 Days Return Policy. Please read out our return policy.