Shipping Policy

Last updated: August 2026

This Shipping Policy applies to orders placed with 3D Verse Limited through our website.

By placing an order with us, you agree to the terms below.

Order Processing

Most standard orders are prepared and dispatched within approximately 2–3 business days, unless otherwise stated on the product page.

Business days exclude weekends and New Zealand public holidays.

Some products are manufactured after an order is placed. Custom, personalised, made-to-order or high-volume orders may require additional production time.

Where a different production timeframe applies, this may be stated on the product page, quotation or communicated to you directly.

Production time and courier delivery time are separate.

Shipping Within New Zealand

We ship orders throughout New Zealand using third-party courier services.

Available shipping options and applicable charges will be displayed at checkout where available.

Shipping charges may vary depending on:

• delivery location;

• parcel size and weight;

• the products ordered;

• packaging requirements; and

• the shipping service selected.

We reserve the right to use the courier or shipping service that we consider appropriate for the order unless a specific service has been agreed with you in advance.

Delivery Estimates

Any delivery timeframe displayed on our website, at checkout, in tracking information or communicated by us is an estimate unless expressly agreed otherwise in writing.

Courier delays may occasionally occur due to weather, network disruptions, peak periods, rural delivery schedules or other circumstances outside our direct control.

We will make reasonable efforts to dispatch your order within the stated processing timeframe and to assist with delivery issues when they arise.

Nothing in this policy limits any rights you may have under New Zealand consumer law regarding delivery within an agreed or reasonable timeframe.

Tracking

Where tracking is available, tracking details will normally be sent after your order has been dispatched.

Tracking information may take some time to update after a parcel has been collected or lodged with the courier.

Please ensure the email address and contact details provided with your order are correct.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

• street address;

• house or unit number;

• suburb;

• city;

• postcode; and

• contact information

before completing your purchase.

If you notice an error after placing your order, contact us as soon as possible.

We cannot guarantee that an address can be changed once an order has entered fulfilment or has been collected by the courier.

Incorrect or Incomplete Addresses

If a parcel cannot be delivered or is returned to us because the customer supplied an incorrect, incomplete or inaccessible address, additional shipping charges may apply before the order is sent again.

Where a courier charges us an additional fee because of incorrect delivery information supplied by the customer, we may require the customer to pay that additional cost where permitted by law.

Original shipping charges may not be refundable where the delivery failure was caused by incorrect information supplied by the customer, subject to applicable New Zealand law.

Unclaimed or Returned Parcels

If a parcel is returned to us because it was:

• not collected;

• repeatedly unable to be delivered;

• refused without a valid legal reason; or

• otherwise returned due to circumstances attributable to the customer,

we may require payment of additional shipping costs before resending the order.

If the customer no longer wants the order, our Refund & Return Policy will apply.

Made-to-order or customised products do not become eligible for a change-of-mind refund simply because a parcel was not collected or accepted.

Authority to Leave / Safe Place

Where you provide the courier with authority to leave a parcel or request delivery to a particular safe place, you are responsible for ensuring that the requested location is appropriate and secure.

Please consider this carefully before providing authority to leave instructions.

Any delivery dispute will be assessed based on the circumstances, tracking information and applicable New Zealand law.

Rural Deliveries

Rural and remote deliveries may take longer than standard urban deliveries.

Additional rural delivery charges may also apply depending on the delivery address and courier service.

Where applicable, these charges may be displayed at checkout or communicated before dispatch.

Delayed Parcels

If your tracking has not updated or your parcel has taken significantly longer than expected to arrive, please contact us.

We may contact the courier and open an investigation where appropriate.

Courier investigations can require additional information from the sender or recipient.

We ask that customers cooperate with reasonable requests for information needed to investigate the delivery.

Lost Parcels

If an order appears to have been lost in transit, please contact us so that we can investigate the shipment with the courier.

Please do not assume a parcel is lost solely because tracking has temporarily stopped updating.

Where a parcel is confirmed lost or otherwise fails to be delivered, we will provide an appropriate remedy in accordance with applicable New Zealand consumer law.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

1. check around the delivery location;

2. check any safe places around the property;

3. ask other members of your household;

4. check with neighbours where appropriate; and

5. contact us promptly if the parcel still cannot be located.

We may open an investigation with the courier and may request information reasonably required to determine what happened.

The outcome will depend on the circumstances of the delivery and applicable New Zealand law.

Items Damaged During Shipping

We package our products with reasonable care to reduce the risk of damage during transport.

If your order arrives damaged, please contact us as soon as possible after discovering the damage.

Where possible, we recommend contacting us within 48 hours of delivery, as this can assist us with courier claims. This requested timeframe does not remove any rights you may have under New Zealand consumer law.

Please keep:

• the damaged product;

• the original shipping box, bag or packaging;

• internal packaging materials; and

• the shipping label

until we have assessed the issue.

We may ask you to provide clear photographs or video showing:

• the damaged product;

• the entire parcel;

• the external packaging;

• internal packaging;

• the shipping label; and

• the area of damage.

Please do not dispose of the product or packaging until we advise you that it is no longer required.

Packaging

We determine the appropriate packaging method for each order based on the products being shipped.

Some products may be shipped partially or fully disassembled where appropriate to:

• protect the product during transport;

• reduce the risk of damage;

• improve packaging efficiency; or

• allow the product to be shipped safely.

Where assembly is required, products are designed to be assembled as intended and instructions may be supplied where necessary.

Combined Orders

Multiple products may be packed together where we consider this appropriate.

We may also split an order into more than one parcel where necessary due to size, stock availability, manufacturing requirements or shipping considerations.

Where an order is split into multiple parcels, tracking information may be provided separately.

Local Pickup

Where local pickup is available and selected at checkout, please wait until you receive confirmation that your order is ready before arriving to collect it.

Production and preparation times still apply to pickup orders.

Orders must be collected from the location and during the arrangements communicated by us.

If another person will collect your order on your behalf, we may request sufficient information to identify the order.

Custom and Made-to-Order Products

Custom, personalised and made-to-order products may have longer production times than standard products.

Any timeframe provided for these products is an estimate unless expressly guaranteed in writing.

Shipping begins only after manufacturing and any required customer approval have been completed.

Changes requested after production has started may affect both production and delivery timeframes.

International Shipping

Unless international shipping is specifically offered at checkout or agreed with us, our standard shipping services are intended for delivery within New Zealand.

Where we agree to an international shipment, additional shipping charges, import duties, taxes, customs fees or other charges may apply.

Unless otherwise agreed or required by law, charges imposed by the destination country are the customer's responsibility.

Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or other applicable New Zealand law.

Where 3D Verse Limited is responsible for arranging delivery, we will handle delivery issues in accordance with our obligations under applicable New Zealand law.

Contact Us

For shipping or delivery enquiries, please contact:

3D Verse Limited
New Zealand
Email: info@3dverse.co.nz

Please include your order number when contacting us about an existing order.