Shipping policy

TheBros Limited (trading as TheBros) | Version: 17 August 2026

In this policy, a business day means any day other than a Saturday, Sunday, or a public holiday

observed at the place of delivery (including the relevant regional anniversary day). An order received

on a day that is not a business day is treated as received on the next business day.

Where We Ship

TheBros ships to all addresses in New Zealand including rural delivery. We do not ship internationally

at this time. If you arrange for an order to be forwarded from the New Zealand delivery address you

gave us to an address outside New Zealand, our responsibility ends when the order is delivered to

that New Zealand address, and any export, customs or duty requirements are your responsibility.

Shipping Carrier

All orders are dispatched via NZ Post. Tracking is provided for all shipments and will be emailed to

you once your order has been dispatched.

Dangerous and Pressurised Goods

Some of the products we sell are pressurised — gas-charged shock absorbers, for example — and can

only be sent subject to NZ Post's dangerous goods requirements. Where that applies to an item in

your order, delivery may take longer and some rural or offshore island addresses may not be available.

If we cannot deliver an item to your address for that reason we will contact you and you may cancel

that part of your order for a full refund. We do not sell aerosols, batteries, fluids or flammable goods.

Processing Time

Orders are typically processed and dispatched within 1–3 business days of payment being received.

During high-volume periods this may extend slightly - we'll keep you informed if there's a delay.

Stock Availability, Backorders and Split Shipments

We do our best to keep stock information on the site accurate. If an item you have ordered is

unavailable, we will contact you and you may choose to wait for the item, substitute it, or cancel that

part of your order for a full refund of the amount paid for it. Where an order contains several items we

may dispatch them separately, at no additional shipping cost to you.

Changing or Cancelling an Order

If you need to change or cancel an order, contact us as soon as possible. We can usually make

changes before the order is dispatched. Once an order has been dispatched it cannot be changed,

and any return is dealt with under our Refund Policy and your rights under the Consumer Guarantees

Act 1993.

Delivery TimeframesOnce dispatched, standard NZ Post delivery timeframes apply. These are estimates based on NZ Post's

published timeframes. They are not a guaranteed delivery date and are not an agreed time for

delivery.

• Main centres — 2–3 business days

• Regional and rural areas — 3–5 business days

• Rural delivery is included at no extra charge, anywhere in New Zealand. We meet any NZ Post

rural delivery surcharge ourselves, so rural customers do not pay extra.

• There is no separate oversized or overweight surcharge. The flat rate covers heavier and bulkier

items. We will not add a freight charge after you have placed your order.

Shipping Costs

Shipping is free on orders of $100 or more (GST inclusive), for delivery to any address in New Zealand,

including rural addresses.

Shipping on orders under $100 is charged at a flat rate of $12, for delivery to any address in New

Zealand, including rural addresses, whatever the size or weight of the order. The final shipping cost is

shown before you complete payment. All prices and shipping charges are in New Zealand dollars and

include GST. The free shipping threshold is assessed on the price of the goods in your order after any

discounts, and excludes shipping charges, so if a discount takes the goods total below $100 free

shipping will not apply. The shipping cost shown at checkout is the amount you pay.

Order Tracking

You'll receive a tracking number by email once your order is dispatched. If you haven't received

tracking information within 3 business days of placing your order, contact us.

Delivery Address, Failed Delivery and Unclaimed Parcels

We deliver to the address you give us at checkout, so please check it before you complete your order.

If the address you give us is incorrect or incomplete and the parcel has to be redelivered or is returned

to us, we will contact you to arrange redelivery and may charge you the actual cost of that redelivery.

We will tell you the cost before you are charged.

If a parcel requires a signature and nobody is available to accept it, NZ Post will leave a card and hold

the parcel at a collection point. Parcels not collected within NZ Post's holding period are returned to

us. If that happens we will contact you to arrange redelivery at your cost, or you may cancel the order

and we will refund the price of the goods less our reasonable return and redelivery costs. Nothing in

this section affects your rights under the Consumer Guarantees Act 1993.

Lost or Delayed Parcels

If your parcel appears lost or significantly delayed, contact us and we'll investigate with NZ Post. Risk in the products passes to you when they are delivered to you or to a person at the delivery

address you have given us. Where the Consumer Guarantees Act 1993 applies to your purchase, a

carrier who undertakes to deliver on our behalf is treated as our agent under that Act.

We will not leave a parcel unattended unless you have asked us or NZ Post to do so. If you instruct

that a parcel be left unattended at the delivery address, or be delivered to a person or location you

nominate, the parcel is treated as delivered to you when it is left as you instructed and we are not

responsible for loss or damage occurring after that point.

Delays outside our control. We are not responsible for delays caused by NZ Post or by events

outside our reasonable control. We will tell you as soon as we reasonably can if we become aware of a

delay of that kind. If the delay becomes unreasonable, you may cancel your order and we will refund

you in full. Nothing in this paragraph limits your rights under the Consumer Guarantees Act 1993,

including the guarantee that goods will be delivered within a reasonable time where no time has been

agreed.

Damaged or Incorrect Items on Arrival

Please check your order when it arrives. If anything has arrived damaged, or is not what you ordered,

ask that you tell us as soon as you reasonably can so that we can take the matter up with NZ Post, but

this is not a time limit on your rights: nothing in this policy limits the remedies available to you under

the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Business Purchases

This section applies only where you are in trade, you are acquiring goods in trade and for the

purposes of a business and we have accepted a signed trade account acknowledgement from you

under section 4 of our Terms of Service. Where it applies, the Consumer Guarantees Act 1993 does

not apply to that supply to the extent permitted by section 43(2) of that Act, and sections 9, 12A, 13

and 14(1) of the Fair Trading Act 1986 do not apply to the extent agreed under section 5D of that Act,

on the terms set out in section 4 of our Terms of Service. In the absence of an acknowledgement that

we have accepted, we treat your order as being for personal, domestic or household use and the

Consumer Guarantees Act 1993 applies in full. Nothing in this section limits or excludes any

guarantee, right or remedy that cannot lawfully be excluded or limited.

How This Policy Fits With Our Terms of Service

This policy forms part of our Terms of Service. Where this policy and the Terms of Service deal with

the same subject and are inconsistent, this policy applies to delivery, and our Refund Policy applies to

returns, remedies and refunds. Nothing in any of those documents limits your rights under the

Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Privacy

We give NZ Post the delivery details it needs to deliver your order. How we collect, use, store and

disclose your personal information is set out in our Privacy Policy.Changes to This Policy

We may update this policy from time to time. The version that applies to your order is the version

published on our website when you placed the order.

If you have a question about a delivery, or a complaint, contact us at support@thebros.co.nz, +64 27

979 7988 or 25 Esk Street, Roslyn, Palmerston North 4414. We will acknowledge a complaint within 10

business days. If we cannot resolve your complaint between us, you may be able to take it to the

Disputes Tribunal, and you may complain to the Commerce Commission.

TheBros Limited, NZBN 9429053602411, 25 Esk Street, Roslyn, Palmerston North 4414.