Shipping Policy

At ECOTREK, we are proud to offer nationwide shipping across New Zealand. We aim to deliver your order as efficiently and securely as possible. This policy outlines our shipping process, delivery timeframes, courier partners, and important conditions related to rural deliveries, damages, delays, and lost parcels.

Shipping to Great Barrier Island

At this time, orders to Great Barrier Island can only be placed via email.
If you wish to place an order for delivery to this location, please contact us at info@ecotrek.co.nz before purchasing.

Order Processing

In-Stock Items

Orders for in-stock items are usually processed within 1–2 working days, depending on order volume and cut-off times.
Our standard weekday cut-off time is 2:00pm. Orders placed after this time may be processed on the next business day.

Once processed, your order will be handed over to our courier partners for delivery.

Backorders & Pre-Orders

For items that are not currently in stock, an estimated dispatch timeframe will be provided either at checkout or via email after your order is confirmed.

Orders with Multiple Items

If your order contains both in-stock and backordered items, you may request split shipping.
Please note that the original shipping fee may not cover multiple shipments, and additional shipping charges may apply.
If you would like to discuss delivery options, please contact us at info@ecotrek.co.nz before proceeding.

Delivery Timeframes

All orders are shipped via trusted third-party courier services and include Track & Trace.

Once your order is processed, courier collection may take up to 2 working days. Delivery timeframes begin once the courier has collected your parcel.

Typical delivery times are:

Auckland: 2–3 working days

North Island (outside Auckland): 3–5 working days

South Island: 5–10 working days

Rural or remote areas: up to 14 working days

Delivery times may vary due to courier capacity, weather conditions, or peak periods.

Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

Please note that ECOTREK does not control courier delivery schedules. For the most accurate updates, we recommend contacting the courier directly using your tracking information.
If required, our team is happy to assist with follow-ups.

Courier Partners

NZ Post
Phone: +64 9 977 0102
Website: https://www.nzpost.co.nz/contact-support

Aramex
Please contact your local depot
Website: https://www.aramex.co.nz/contact-us/aramex-depot/

Change of Delivery Address

Address changes can be requested before dispatch by contacting our team.

Once an order has been dispatched, delivery address changes must be arranged directly with the courier. ECOTREK cannot guarantee address changes after shipment.

Inspecting Your Order on Arrival

Please inspect your order immediately upon delivery, even if the outer packaging appears undamaged.

If damage is identified:

Clearly note “Damage” or “Loss” on the courier’s consignment note at delivery

Notify us within 24 hours of receipt

Provide clear photos of the damaged packaging and product

General notes such as “STI” or “STC” are not accepted by courier companies and may result in rejected claims.

Claims reported after 24 hours or without proper documentation may not be accepted.

Shipping Delays & Lost Parcels

Courier-related delays may result in additional delivery time of 7–10 working days. These delays are outside ECOTREK’s control.

All parcels require a signature unless Authority to Leave (ATL) is authorised by the customer.

ECOTREK is not responsible for:

Parcels marked as “delivered” by the courier

Lost or stolen items where ATL was authorised

Delays once parcels are in the courier’s possession

Non-Refundable Shipping Fees

Shipping fees are non-refundable, including for change-of-mind returns.
Shipping charges cover third-party courier services and cannot be recovered once dispatched.

Rural Delivery Charges

Rural addresses may incur additional delivery charges depending on courier classification.

If a rural surcharge applies and the original shipping fee does not cover the cost, delivery may be made to the nearest courier depot.

Delivery Point Policy

Delivery is made to the external delivery point of the address provided (e.g. front door or ground level).

Apartment deliveries are made to ground level only

Rural deliveries may be made to the nearest accessible point

Additional handling fees may apply if special access is requested

Authority to Leave (ATL)

If you authorise delivery without a signature, you accept full responsibility for the parcel once delivered. ECOTREK and the courier are not liable for loss or damage after delivery.

If you have any questions regarding shipping or delivery, please contact us at support@ecotrek.co.nz. We’re here to help.