Shipping Policy

Processing Times

Orders placed before 2:00 PM NZT are typically processed and shipped the same business day. Orders placed after 2:00 PM, or on weekends and public holidays, are processed the next business day. Please allow 1 to 2 business days during busy periods such as sales, launches and public holidays.

Shipping Options & Pricing

New Zealand

Shipping option	Cost	Estimated delivery
Auckland - Standard Tracked Courier	$6	1 to 3 business days
Rest of New Zealand - Standard Tracked Courier	$6.70	1 to 3 business days
Free Shipping	Orders over $100	1 to 3 business days

We use trusted courier services, including NZ Post and Courier Post.

Australia

Shipping option	Cost	Estimated delivery
Standard Tracked - Air Parcel	$9.95	3 to 6 business days
Free Shipping	Orders over $100	3 to 6 business days

Australian orders are shipped via NZ Post Air Parcel.

Pick-Up Option - Auckland Only

You are welcome to pick up your order from our sister company:

BodyFX
10 Collins Street
Morningside, Auckland

Pick-up hours: Friday & Saturday, 10:00 AM to 5:00 PM (closed all other days).

Pick-ups are ready within 24 hours. You will receive a notification by email or text when your order is ready. Need a different time? Call us on 0800 263 939 or email hello@palettepals.co.nz and we will do our best to help.

Didn't Receive Your Order?

Please contact us with your order number. For New Zealand deliveries, you can also contact NZ Courier Post on 0800 501 501 for assistance.

Note: We are not responsible for lost parcels if non-signature delivery was selected at checkout.

International Shipping

We currently ship to New Zealand and the contiguous United States.

All international orders are packed and dispatched from Auckland, New Zealand.

United States

US orders are shipped using tracked international courier.

Standard tracked international courier: US$19.95
Free tracked international shipping: Orders over US$200 after discounts

Estimated delivery is 5 to 10 business days from dispatch.

International orders need to clear US Customs, so occasional customs or carrier delays can extend delivery beyond this timeframe.

We currently do not ship to Alaska, Hawaii, Puerto Rico, US territories, Armed Forces addresses or PO Boxes.

US Duties and Tariffs

Palette Pals currently ships eligible US orders Delivered Duty Paid.

This means applicable US import duties and tariffs are paid by Palette Pals as part of the shipping process, so customers should not receive an additional customs charge when their parcel arrives.

If US tariff or customs requirements change, we may update this policy and our international pricing accordingly.

Incorrect Addresses

Please check your delivery address carefully before placing your order.

If an incorrect or incomplete address causes a parcel to be returned, redirected or incur additional carrier charges, those costs may be deducted from any refund or charged before the parcel is sent again.

Unclaimed or Refused International Parcels

If an international parcel is refused, unclaimed or returned to us for reasons outside our control, any shipping, return freight, customs or carrier charges incurred may be deducted from the refund.

If the original order qualified for free shipping, the actual outbound shipping cost paid by Palette Pals may also be deducted.

Any remaining eligible refund will be processed once the parcel has been returned to us and received in saleable condition.

Preorders

If your order contains a preorder item, your full order will be dispatched together once the preorder product is ready unless otherwise stated.

If you would like available products sooner, please place them as a separate order.

Order Notifications

Order confirmation is sent immediately after your purchase. Shipping confirmation, including tracking, is sent once your order has been dispatched. If you do not receive these, check your spam or junk folder or contact us.