Shipping policy
Shipping within New Zealand
We aim to process and dispatch all orders by the end of the next business day. Orders placed over a weekend or on a New Zealand public holiday will be processed on the next business day.
Once your order has been dispatched, estimated delivery times are:
| Delivery location | Estimated delivery time |
|---|---|
| North Island – standard address | 1–2 business days |
| North Island – rural address | 2–3 business days |
| South Island – standard address | 2–3 business days |
| South Island – rural address | 3–4 business days |
These delivery times are estimates from the date of dispatch. Occasionally, courier delays, severe weather, public holidays or particularly busy periods may mean your order takes a little longer to arrive.
If your order is needed for a particular date, we recommend allowing some extra time—especially for rural delivery.
Tracking your order
All Kaleo orders are tracked. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
If your tracking has not updated, or your order has not arrived within the expected timeframe, please contact us at info@kaleo.co.nz and we will follow it up with the courier.
Delivery addresses
Please check that your delivery address and any special delivery instructions are complete and correct before submitting your order.
If you notice an error, contact us as soon as possible. We will do our best to update the address before dispatch, but changes may not be possible once an order has been collected by the courier.
If no one is available when delivery is attempted, the courier may leave the parcel in a place they consider safe, unless a signature is required. Please choose a secure delivery address wherever possible.
Missing or damaged deliveries
If your parcel arrives damaged, or you believe it has been lost, please contact us promptly at info@kaleo.co.nz with your order number and, where relevant, photographs of the parcel and its contents. We will work with the courier to investigate and help resolve the issue.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable consumer law.
International shipping
International delivery times vary according to the destination and customs processing. Any delivery timeframe shown in tracking details is an estimate and does not include delays caused by customs or local delivery services.
Customs duties, import taxes and tariffs may be charged when an international order arrives in its destination country. Unless otherwise stated at checkout, these charges are not included in Kaleo’s shipping fee and are the responsibility of the recipient.
For orders shipped to the United States, Kaleo’s flat-rate shipping applies only to parcels weighing 2 kg or less.
Please see our Returns and Exchanges Policy for information about international returns, faulty products and return shipping costs.