Shipping Policy

We make free deliveries throughout New Zealand only with orders to the value of $50 dollars or more. For purchases below $50 we charge based on tiered freight structure:

  • Zone 1   South Island—$ 5.00+GST
  • Zone 2   North Island—$10.00+GST

Rural Delivery Surcharge: $3.50+GST. Unfortunately we must charge this additional fee because smaller courier operators are sub contracted by our courier to deliver your parcel from the nearest Post Office. Our courier on-charges this fee to us.

Large, heavy or hazardous items may incur a larger freight cost but we would advise you of this before shipping your order.

If you need your order in a hurry we will attempt to get them to you as fast as possible. If we can only partially fill your order we will contact you to ask whether you would like us to ship the items that we have available and the balance later or hold the order to send all items together.

We will generally ship orders placed before 12pm same day, or after that time during normal business hours the next day for delivery next day. You should allow 3–5 days for large items (e.g., office furniture & business machines). It is not usually possible for us to arrange delivery on a weekend or statutory holiday.

Where normal delivery is likely to be delayed by more than five days we will email or call you to advise and arrange a convenient delivery date. Some products do have longer lead times; when this is the case we will always contact you promptly and advise a delivery time.

 

Returns Policy

The vast majority of orders are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return. This page should help you determine what's covered. 

The item I received is not the item I ordered

Provided the item is unopened and in as new condition we will replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Citywide Office Supplies. We will process your refund or replacement within 2–3 days of receiving your item. 

The item I ordered was damaged in transit

If your item was damaged between leaving our premises and arriving at your delivery address, you will receive a full refund or replacement. Our courier will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accepted you must retain the original packaging for your item(s), and the original packaging material used to deliver your order, e.g., the courier satchel or delivery box.

The item I ordered arrived faulty or didn’t work as intended

Please arrange with us to return the item for testing. If we confirm that the item was damaged before leaving us, or was faulty out of the box, your item will be repaired or replaced by us free of charge. A refund may also be offered in some circumstances.

The item I ordered did not arrive

If your item did not arrive the first thing to do is contact us, and we will check on this for you.

If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier on your behalf.

Regrettably, neither Citywide Office Supplies nor the courier company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.

I've changed my mind and no longer want the item I ordered

Change of mind returns can be processed as long as the item is unopened and in as new condition. The shipping for the return will also be at the cost of the buyer. Once we have the item in hand we will assess the item and if everything checks out OK you will receive a refund of the returned goods only. We cannot accept for return any item that has been customised for you.

I've had my item for a while, but it no longer works as described

We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.

Citywide Office Supplies is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.