How much is postage and handling?
With in NZ - we use Post Haste Courier services. Fees are as follows:
North Island $15
South Island $25
Can you ship internationally?
Yes we can! We currently offer shipping to Australia using DHL Express. This is $60.
Not in Australia? We can still help. Please send us an email before purchasing so we can let you know the freight cost.
How long will my order take to arrive?
All our products are pre order. We aim to dispatch orders within 1-2 working days once we receive them in to stock, then courier is usually overnight for North Island deliveries and 2-3 working days for South Island deliveries. For rural addresses please allow an extra 1-2 working days. Please also bare in mind we only a small team and although we process orders as soon as we can, occasionally they can take a little longer than these time frames. Please allow a 7 - 10 working days turn around. If you are needing an order before a specific date, please get in touch with us before you place the order and we'll see what we can do for you!
We have had an email saying our order is on the way, but it hasn't arrived yet?
Most orders should get to you the next working day. South Island deliveries can take up to 2-3 working days and rural deliveries can take an extra day or two on top of that. However, occasionally courier companies do make errors and that can lead to a day or two delay. If you have any queries at all please do not hesitate to contact us directly.
We haven't received a dispatch confirmation email yet?
We aim to stick to the time frames specified and if we occur a delay one of our team members will contact you to explain why. If you have any concerns regarding your order we are always available to discuss them.
Returns + Refunds
At Roost, we try to be as flexible as possible should you happen to develop a sudden dislike of your purchase or discover that you're not 100% satisfied with it for some reason. That's why we give you 7 days to return it with your original receipt and we'll happily exchange it or give you a credit note. Shipping and handling charges are not refundable however. Of course, if any product has a manufacturing defect, we will immediately fix or exchange it, or give you a credit note. Please contact us immediately if your item has been damaged in transit so we can contact our freight forwarders.