Shipping and Delivery Policy

1. Scope and consumer rights

This policy applies when Car Parts Market (CPM) arranges domestic or international delivery of an order from https://www.carpartsmarket.co.nz or makes an order available for click and collect.

Under the Consumer Guarantees Act 1993 (CGA), products supplied to a consumer must be delivered at the agreed time or, if no time is agreed, within a reasonable time. The seller is responsible for delivery arranged by the seller, including resolving loss or damage with its carrier.

International customers may also have mandatory rights under the law applying at their delivery destination. Nothing in this policy limits a right or remedy that cannot lawfully be excluded under applicable law.

Nothing in this policy excludes, restricts, or modifies a right or remedy that cannot lawfully be excluded.

2. Delivery area

We deliver within New Zealand and to international destinations supported by the services available through GoSweetSpot and the Freightways international network. A country or territory is available only when an international service and price are offered at checkout or we confirm the service in writing before accepting the order.

International availability depends on the destination, sanctions and carrier restrictions, customs and import rules, product type, package dimensions and weight, dangerous-goods classification, and overseas delivery-partner coverage. We do not promise delivery to every country or territory.

We do not deliver to PO Boxes or Private Bags. Rural, island, remote, and restricted-access addresses are accepted only where the selected courier supports the location, and additional time or a rural charge may apply. Larger parcels may require delivery to a commercial address, courier depot, or another agreed physical location.

3. Shipping charges and quotes

Delivery charges are calculated using the destination, parcel details, product characteristics, and available courier services. Charges are displayed in New Zealand dollars before you place the order.

For New Zealand deliveries, delivery charges include 15% GST. Where both amounts are displayed, they are labelled “EX GST:” and “INC GST:”. Products and delivery exported from New Zealand may be zero-rated for GST where the legal requirements are met. The checkout or invoice will show the GST treatment applied to the order.

Unless checkout expressly states otherwise, an international shipping charge does not include destination-country import duty, GST, VAT, tariffs, customs or brokerage charges, disbursement fees, storage charges, inspection charges, or other government and border fees. These may be charged separately to the recipient or importer.

A quote may expire or change if the address, cart, fulfilment location, carrier service, package plan, or product data changes before the order is placed. Once we accept a paid order, we will not increase the delivery charge without your agreement. If we discover an error or cannot provide the selected service, we will offer an available alternative or cancellation and an appropriate refund.

Rural, residential, oversize, restricted-goods, and redelivery charges are included or separately disclosed before purchase where they apply. We will not add an undisclosed compulsory fee after checkout.

4. Order handling and dispatch

We aim to dispatch in-stock products within 1 business day after cleared payment and any required verification. Orders are processed on business days, excluding weekends and New Zealand public holidays.

The handling period may be longer for:

• special-order, backordered, customised, painted, or programmed products;
• products transferred between stores or warehouses;
• oversize, heavy, fragile, or dangerous goods;
• orders requiring address, vehicle, identity, fraud, or payment verification; or
• peak periods disclosed on the website.

We will provide a revised estimate if a material delay becomes known. A “dispatched” status means the order has been handed to or accepted by the carrier, not that it has been delivered.

5. Delivery estimates

Most standard courier deliveries to serviceable urban New Zealand addresses are estimated to arrive within 1–3 business days after dispatch. Rural, remote, island, larger-parcel, restricted-goods, and depot services are generally estimated at 2–5 business days after dispatch and may take longer where the carrier advises.

International delivery estimates depend on the destination and service and will be displayed at checkout, included in the order confirmation, or provided before we accept the order. International estimates do not include time spent in customs or border clearance unless expressly stated.

Delivery estimates are not guaranteed unless we expressly describe a service as guaranteed and confirm the guaranteed date in writing. Factors such as weather, road closures, network congestion, carrier disruption, peak periods, and address issues can affect timing.

An estimate does not remove your CGA right to delivery within an agreed or reasonable time. If an order is materially delayed, contact us. We will investigate and, where required by law, provide an appropriate remedy.

6. Carriers and tracking

We use GoSweetSpot as shipping technology and the Freightways domestic and international shipping network. Freightways brands involved in collection, linehaul, or delivery may include New Zealand Couriers, Post Haste, and Castle Parcels. International consignments may also be carried by Freightways Global and approved overseas airline, postal, customs, and final-mile delivery partners. The exact service path depends on the destination, parcel dimensions and weight, service limits, and operational availability.

Where tracking is supported, we will send a tracking number or make it available in your account after dispatch. Tracking scans are supplied by the carrier and may not update in real time. Contact us rather than publishing your address or tracking details on a public channel.

We may divide an order into more than one parcel or consignment. You will not be charged additional delivery fees after acceptance unless you request a change and agree to the fee.

7. Address and contact information

You must provide:

• the recipient's full name;
• a complete and accurate serviceable address, including unit, rural-delivery or state/province details, postcode or postal code, and country;
• a current email address and telephone number; and
• safe-access or business-hours information reasonably needed for delivery; and
• for international orders, any tax identifier, importer information, customs authority, or other documentation reasonably required by the carrier or destination authority.

Review the address before placing the order. If you notice an error, contact info@carpartsmarket.co.nz immediately. We cannot guarantee a change after fulfilment or dispatch has started.

If an incorrect or incomplete address supplied by you causes a failed delivery, return, or redirection, we may ask you to pay the carrier's reasonable additional charge before resending. This does not apply where we or the carrier caused the address error.

8. Signature and authority to leave

The checkout will state whether the selected service requires a signature or offers authority to leave (ATL).

If you expressly choose ATL:

• the carrier may leave the parcel without obtaining a signature at a place it reasonably considers safe at the correct address;
• you should nominate a location protected from weather, traffic, pets, and public view; and
• risk of theft or damage arising after a correctly addressed parcel has been safely delivered may pass to you to the extent permitted by law.

ATL does not excuse misdelivery, an unsafe delivery, false delivery evidence, or loss or damage occurring before delivery. It does not exclude any right that cannot lawfully be excluded.

If ATL is not selected or is unavailable, someone may need to receive the parcel. A card, depot collection, or reasonable redelivery charge may apply after an unsuccessful attempt, according to the carrier service disclosed at checkout.

9. Inspecting delivery

Inspect the number and condition of parcels promptly. If a parcel is visibly crushed, punctured, wet, open, or tampered with:

• note the issue with the driver or on the delivery record where practicable;
• photograph the parcel before opening it;
• retain all outer and inner packaging; and
• check the product before signing an unqualified receipt where the carrier process allows.

A signature confirms receipt of the parcel, but does not waive a statutory claim for hidden damage or another product failure.

10. Damaged freight

If a product arrives damaged:

1. Do not install, repair, straighten, paint, cut, or modify it.
2. Take clear photographs of the shipping label, every side of the outer packaging, internal packaging, damage, and the full product.
3. Keep all packaging and components.
4. Contact info@carpartsmarket.co.nz as soon as reasonably possible and, if practicable, within 48 hours.

Prompt notice helps us preserve evidence and meet carrier-claim processes. It is not a contractual time bar on a right that cannot lawfully be excluded.

We will assess the damage, arrange any necessary collection or inspection, manage the claim with the carrier we selected, and provide the remedy required by the CGA or other applicable law. We will not require a consumer to resolve our carrier claim before we provide a remedy.

11. Lost, missing, or misdelivered parcels

A parcel may be delayed rather than lost. Check the tracking and reasonable safe-delivery locations, then contact us if:

• tracking has not updated for an unusual period;
• the estimated delivery window has materially passed;
• tracking says “delivered” but the parcel is not at the correct address; or
• only part of a multi-parcel order arrived.

We will open and manage a carrier investigation. We may ask you to confirm the address, check with people at the premises, provide a non-receipt statement, or cooperate with reasonable security checks. These steps will not be used to unreasonably delay a remedy.

If the parcel is confirmed lost or misdelivered before delivery, we will provide a replacement or refund as required by law. We remain your point of contact when we arranged the carrier.

12. Incorrect or incomplete orders

If we sent a product different from the order or omitted a component, do not install or modify it. Contact info@carpartsmarket.co.nz promptly with the order number, product labels, and photographs. We will arrange the reasonable return and redelivery steps at our cost and provide a lawful remedy.

13. Failed, refused, and unclaimed delivery

If delivery fails for a reason within your control, such as an incorrect address, unavailable recipient for a signature service, refusal without lawful basis, non-payment of destination import charges, failure to provide required customs information, or failure to collect from a depot, the parcel may be returned to us.

We will contact you to arrange redelivery, collection, or cancellation. We may recover reasonable carrier costs directly caused by the failure where permitted by law. We will not automatically treat the product as abandoned, charge an undisclosed penalty, or retain more than our reasonably recoverable loss.

14. Oversize, fragile, and body-panel freight

Bonnets, doors, tailgates, bumpers, grilles, radiators, glass, lighting assemblies, and other bulky or fragile products may require specialised packaging, a commercial address, depot collection, or a restricted Freightways-network service. We do not use a general heavy-freight network under this policy. If an item exceeds the available courier limits, we will offer click and collect, another delivery option agreed before acceptance, or cancellation and an appropriate refund.

Any special condition will be disclosed before purchase where known. We do not ship a consumer product entirely “at the buyer's risk” when we arrange delivery. We remain responsible for careful packaging and for the delivery guarantees that apply by law.

Before painting or installation, inspect and test-fit body panels and similar products. Painting, drilling, cutting, or modifying an item after a visible fitment or freight issue may increase avoidable loss and may affect a voluntary return, but does not remove statutory rights for an unrelated failure.

15. Dangerous and restricted goods

Batteries, aerosols, oils, fluids, chemicals, airbags, pretensioners, pressurised products, and other dangerous or restricted goods may be unavailable for delivery or limited to an approved carrier, route, quantity, or pickup method.

We will not dispatch dangerous goods unless the product is correctly classified and the carrier service, packaging, labelling, documentation, and operational process have been approved. If delivery is unavailable, checkout may offer click and collect or we will contact you about cancellation and refund.

You must not ask us to misdescribe or conceal dangerous goods.

16. International shipping requirements

For an international order:

• you must check that the product may lawfully be imported, registered, installed, and used at the destination, including any local vehicle-safety, emissions, electrical, radio-frequency, homologation, or certification requirements;
• unless we expressly agree otherwise, the recipient will generally be treated as the importer and is responsible for destination-country duties, taxes, clearance requirements, permits, and fees;
• customs or border authorities may open, inspect, detain, return, or seize a consignment under applicable law;
• you must promptly provide accurate information reasonably requested for export, import, sanctions screening, or customs clearance; and
• customs or border delay is outside the stated carrier transit estimate, but we will provide reasonable assistance with shipping documents and investigate an unreasonable overall delay.

If an international consignment is refused, unclaimed, or returned because of a matter within your control, we may deduct reasonable, unavoidable outbound, return, customs, brokerage, storage, or disposal costs from any voluntary refund, to the extent permitted by law. We will provide reasonable evidence of those costs. This does not reduce a remedy for our error, a carrier loss, or a product failure protected by applicable law.

Government duties and taxes paid directly to a carrier or authority are not collected by CPM and cannot be refunded by us. You may need to apply to the relevant authority. Any tax or duty collected by CPM will be handled as required by applicable law.

17. Click and collect

Click and collect is available only when offered at checkout for the selected product and store.

• Wait for our ready for collection message before travelling.
• Collection location: 11A Akatea Road, Glendene, Auckland.
• Collection is by appointment during the hours stated in the ready-for-collection message.
• Bring the order reference or collection code and reasonable proof of identity or authority.
• If another person will collect, email info@carpartsmarket.co.nz before collection with their full name. They must bring the order reference and photo identification if reasonably requested.

We hold ready orders for 7 calendar days after the ready-for-collection message, unless we agree otherwise. If an order is not collected, we will attempt to contact you and apply the disclosed cancellation, refund, and lawful cost-recovery process. We will not automatically treat an order as abandoned without reasonable notice.

Risk passes on physical collection by you or your authorised collector, subject to rights that apply to product condition and quality. See our click and collect page for a short summary of these steps.

18. Events beyond reasonable control

We are not responsible for delay to the extent caused by an event beyond our reasonable control, provided we took reasonable care and reasonable steps to reduce the effect. We will communicate a material delay when practicable.

This section does not remove any CGA right, including a right arising where delivery does not occur within the agreed or a reasonable time.

19. Contact us about delivery

Car Parts Market (CPM) Delivery Team

Email: info@carpartsmarket.co.nz

Phone: 09 836 0807

Address: 11A Akatea Road, Glendene, Auckland

Include the order number and tracking number, but do not send full payment-card details or account passwords.

See also our Returns and Refunds Policy and Warranty Policy.