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Shipping
Shipping is generally by non-signature required courier or truck. Unless prior arrangements are made we will only ship within New Zealand (North Island and South Island only).
Shipping rates indicated in the listing are subject to confirmation by Rainbow & Brown. We need to confirm that the freight you selected matches your address. For example. many people select non-rural rates when they are actually a rural or RD address. Sometimes the wrong area is selected.
It is important that full addresses are provided to ensure accurate shipping.
We generally cannot ship to P. O. Boxes. Sorry.
Rates provided exclude shipping to offshore Islands e.g. Waiheke, Great Barrier, Stewart Island, Chatham Islands etc. If you require delivery to these locations, please ask for confirmation whether we can ship and obtain a rate BEFORE bidding or buying.
Rural delivery addresses are as determined by the Courier companies we use and if they consider your address to be a rural address the rural surcharge will be applied to all freight. Some larger items cannot be delivered to rural addresses. This is normally indicated in the freight section of the listing.
NOTE: due to the nature of some of the chemicals we usually cannot deliver quantities over 20 litres to a rural delivery address and delivery will be to the nearest town where our trucking company has a depot. This may also apply to some products under 20L if these are dangerous goods.
Collection:
We usually do not allow collection except for the very odd case where an item is especially bulky or expensive to freight.
In the rare case where a listing advises collection this can only be done once the goods are paid for. We cannot accept payment in any form at the factory.
Collection is by pre-arranged appointment only. All goods must be paid for prior to collection as we are unable to accept cash and do not have EFT-POS facilities at our warehouses.
Combined Freight
When possible and when required we will combine freight and pass on the savings. Because of courier company volume breaks etc. we are sometimes not able to combine freight or can only partially combine freight. The combining of freight is not an automatic process, so you need to request this AFTER the sale and BEFORE you pay.
Damages or Loss in Transit:
We move a lot of product around the country and loss and damage is quite rare, but in the event that you receive goods that are damaged in transit or goods have been lost by the courier then claims for damage or loss in transit need to be made as follows:
1. Prior to signing for delivery by the carrier please ensure that the complete consignment as per our invoice has been received. Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly at the time the goods are delivered. In the case of concealed damage or shortage please advise us within 48 hours. We have a limited period of time to lodge a damage claim with the courier.
2. We recommend signing for goods received STC or subject to check. By just signing with the courier you are accepting that the goods were delivered in full and undamaged. This is not always easy to identify so this helps recover money from the Courier.
Operating Hours and Public Holidays:
Our normal operating hours are 9:00-4pm Monday-Friday excluding Public Holidays. We may be unable to answer questions or respond to emails outside these times so please be patient.
Orders made on a New Zealand public holiday will be processed on the next business day.