FAQs

and terms of service

ngaa paatai

your questions, answered

  • Yes, we offer delivery, however, please note that delivery cannot currently be arranged through our website directly. Orders placed and processed through our website are currently limited to our pickup service.

    If you require delivery, please contact our team here prior to placing your order with order and delivery location details. This allows us to confirm delivery availability, discuss your requirements, and provide an accurate delivery quote.

  • Orders can currently be collected from our two yards:

    • 29A The Concourse, Henderson, Auckland

    • 1973 Orini Road, Taupiri, North-Eastern Waikato (approximately 30 minutes from central Hamilton)

    You must select one preferred pick-up location at check out.

  • Our team needs at least 24 hours to process your order before you pick up.

    All customers who place orders online must wait to be notified via email that their order is ready for pickup before collection. This ensures your items are prepared and ready for pickup.

    Order preparation times vary depending on product type and availability.

    • Stocked products held on site generally have a preparation time of 24–48 hours, although this may vary depending on order volume and stock availability.

    • Made-to-order and special-order products require additional processing or supplier lead times. Please allow up to 7 working days, although turnaround times may vary depending on the product.

  • Please bring your order confirmation or invoice when picking up your order.

    You will also need to bring appropriate pickup equipment, such as a trailer, ute, or suitable vehicle to safely transport your timber.

    If you are unsure what equipment is required for your specific order, please contact us directly, and our team will be happy to advise.

  • No. Timber is a natural product, and variations in colour, grain, knots, treatment appearance, texture, and overall finish are normal. Product photos are provided as a general representation only and may not exactly reflect the item supplied.

    If you require specific information regarding appearance, grade characteristics, dimensions, or finish before purchasing, please contact our team and we will be happy to provide further details or current stock photos where available.

  • Yes, we can assist with custom lengths or specific requirements. Please contact us directly to discuss your project.

  • Yes - we supply both residential and commercial projects, including bulk orders. Get in touch with us to discuss your requirements.

Terms of service

Return and refund Policy

1

At NZ Timber, we take pride in supplying quality timber products. Due to the nature of timber as a natural material, variations in colour, grain, and texture are to be expected and are not considered defects.

Returns may be accepted at our discretion under the following conditions:

  • Goods must be returned within 7 days of purchase

  • Items must be unused, uninstalled, and in original condition

  • Proof of purchase is required

  • Returns must be approved prior to being sent back

NZ Timber reserves the right to inspect and determine whether goods are eligible for return, and whether they meet the required conditions for acceptance.

We do not accept returns for:

  • Cut-to-length or custom orders

  • Installed or used products

  • Natural variations in timber appearance

If a product is deemed faulty or supplied incorrectly, please contact us as soon as possible so we can arrange a replacement or suitable resolution.

All return transport costs are the responsibility of the customer unless the product is confirmed faulty or supplied in error. NZ Timber reserves the right to apply handling or restocking fees where applicable, particularly for returned goods that require additional processing.

Refunds are not guaranteed and are assessed on a case-by-case basis. NZ Timber reserves the right to decline refunds and instead offer a store credit, unless otherwise agreed at our discretion. Where refunds are approved, they will be processed using the original payment method where possible.

To request a return, please contact us at:

sales@nztimber.net.nz

TERMS OF SERVICE

2

By purchasing from NZ Timber, you agree to the following terms:

Product Information
All products are supplied based on current availability. While we aim to ensure accuracy, product specifications, sizes, and treatments may vary slightly.

Pricing
All prices are subject to change without notice. Prices are listed in NZD and may exclude delivery unless stated.

Orders & Availability
Orders are subject to stock availability. We reserve the right to cancel or amend orders if stock levels change.

Timber and Product Image Disclaimer

Timber is a natural product and may vary in colour, grain, and texture. It may also develop surface checking, movement, or slight distortion over time
These characteristics are not faults.

Additionally, product images are provided for illustrative purposes only and may not exactly represent the item supplied. Again, as timber is a natural product, variations in colour, grain, knots, texture, treatment appearance, and finish are normal and should be expected. Product images may also differ slightly due to variations in manufacturing, treatment processes, stock availability, and photography.

Pick up
Pick-up timeframes are estimates only and may vary depending on product availability, manufacturing requirements, and other external factors. Products that are made to order or specially ordered are subject to extended lead times, which will vary depending on the product and current production schedules. NZ Timber is not liable for delays outside of our control.

Safe Loading Policy

NZ Timber reserves the right to refuse to load any goods onto a customer's vehicle, trailer, or other mode of transport if, in our sole discretion, it is considered unsafe, unsuitable, overloaded, improperly secured, or otherwise incapable of transporting the goods safely. This includes, but is not limited to, concerns regarding vehicle condition, load capacity, weight distribution, restraint methods, or compliance with applicable transport regulations. Customers are responsible for ensuring their vehicle or trailer is suitable for the goods being collected. NZ Timber accepts no liability for delays or additional costs resulting from a refusal to load under these circumstances.

Liability
NZ Timber is not responsible for:

  • Incorrect installation or use of products

  • Damage caused after collection

  • Any indirect or consequential loss

PRIVACY POLICY

3

NZ Timber respects your privacy and is committed to protecting your personal information.

Information We Collect
We may collect:

  • Name

  • Contact details (email, phone number)

  • Billing address

  • Order and transaction details

How We Use Your Information
Your information is used to:

  • Process orders

  • Communicate with you regarding purchases

  • Improve our products and services

We do not sell, rent, or share your personal information with third parties, except where required to fulfil your order (e.g. delivery providers).

Security
We take reasonable steps to protect your personal information from loss, misuse, or unauthorised access.

Cookies
Our website may use cookies to improve user experience and analyse website traffic.

Your Rights
You have the right to request access to or correction of your personal information at any time.

For any privacy-related enquiries, please contact us using the links below