Submit a Courier Claim

For any Damaged, Soiled or Missing Packages, Please fill out the form Below.

Courier Claim Form

Domestic Delivery

Domestic (New Zealand)
  • Small items (Post Haste): 1–3 working days
  • Rural delivery: add 1–3 working days
  • Bulky items (Mainfreight): Up to 10 working days, depending on location
Rural Deliveries

Delivery times in rural areas may vary, as some couriers only visit once per week. For the most accurate timeframe, please check with your local courier. 

For Rural Deliveries through the NZ Post Network, check here for your delivery schedules.

Freight Companies & Tracking

Post Haste (small items) – Track here
Mainfreight (bulky items) – Track here

International Delivery

International transit times are typically 4–22 days, depending on your location and the courier service.

  • Low-value items: Sent via New Zealand Post
  • High-value items: Sent via FedEx

More accurate delivery estimates are provided during checkout.

Processing & Dispatch Times

Orders are processed once payment has cleared. Dispatch occurs Monday–Friday during standard business hours (excluding public holidays).

If we need additional details to complete your order, we’ll contact you by email or phone. The sooner we receive your response, the faster we can process your order.

For all Lift-Kit purchases, a form will be emailed to collect specific information about your vehicle so we can correctly spec your lift. Lift kits will not be dispatched until this form has been completed and returned.

Change of Address

If you need to update your delivery address, please contact us by email or phone before dispatch.

Important Note

Once an order has shipped, we are unable to change the delivery address.

Partial Fulfilment of Orders

If an item is unavailable or on pre-order:

  • We will usually ship available items immediately and dispatch the remainder once back in stock.
  • Timeframes may vary depending on the order and expected delay.
  • We will contact you to discuss alternative options if needed.
Important Notes
  • Delivery may take longer to remote or hard-to-reach areas.
  • Delays outside our control (e.g. Cook Strait crossings, severe weather, road closures) may affect delivery times.
  • We cannot deliver to PO Boxes.
  • Tracking updates are provided by the courier and may not always reflect real-time movements.

Duties & Taxes

  • New Zealand Customers: All prices include NZ GST.
  • International Orders: Prices are shown excluding GST. Import duties and taxes may apply and are payable by the customer upon arrival in the destination country.
If duties or taxes are refused:
  • The goods will be returned to Trundles Automotive at the customer’s expense.
  • A refund will be issued for the product value only (excluding any and all Shipping & Processing Fees).

Insurance

All parcels are insured for loss or damage, as per the courier’s stated cover.

Damage or Loss

Damaged in Transit
  • Please inspect your order upon delivery. If the package is visibly damaged, we recommend refusing delivery and asking the courier to note the damage. If you do accept the parcel, please mark the delivery slip “SUBJECT TO INSPECTION.”
  • Then fill out the Claim Form at the top of the page.
Lost in Transit
  • If your order does not arrive within the expected timeframe, please contact us so we can open a claim with the courier. Refunds or replacements will be issued once the courier has completed their investigation and confirmed the parcel as lost.
Delivery Confirmation & Authority to Leave (ATL)
  • Risk of loss passes to the customer once the courier confirms delivery to the address provided. If you authorise the courier to leave the parcel without a signature (ATL), Trundles Automotive is not responsible for loss or damage after delivery has been made.

Stock Availability

While we maintain accurate stock levels, discrepancies may occur. If so, we will:

  • Ship available items, and
  • Contact you regarding a backorder or refund option.

Submitting a Claim

  • To submit a claim for courier damage or loss, please complete the Courier Claim Form
  • Once submitted, our staff will investigate a claim on your behalf.
  • Refunds or replacements will be arranged only once the courier’s investigation is complete.
  • At your risk, you may choose to re-purchase the items, and we will refund the original purchase if/when the claim is accepted.

Shipping Costs

Shipping costs are calculated at checkout based on weight, dimensions, and destination. This will be the final shipping price charged.

Tracking Notifications

Customers will receive a tracking link upon dispatch. If you haven’t received it, please check your Junk/Spam folder.

Refused / Undeliverable Parcels

Parcels returned to us due to incorrect address details, failed delivery attempts, or refusal to pay duties/taxes will be refunded for the product value only (excluding Shipping & Processing Fees).

Returns & Refunds

Please see our separate Returns & Refund Policy for full details.

Customer Service

For all enquiries, please contact: sales@trundlesautomotive.com