Shipping policy

Where we ship

Standard shipping is free worldwide. Orders are packed and sent from our fulfilment partner in Auckland, New Zealand, and checkout shows the options for your address. If we can't currently deliver to your country (for example, if postal services to your country are suspended), we'll let you know and refund you in full.

Processing

We send orders as quickly as we can, Monday to Friday, excluding New Zealand public holidays. It may take a little longer during busy periods.

Costs

Where	Standard	Express
New Zealand	Free	NZ$20
Australia	Free	NZ$20
Everywhere else	Free	NZ$68.60, free on orders over NZ$430

Prices are in New Zealand dollars.

Delivery times

Where	Standard	Express
New Zealand	1–3 business days (rural 2–5)	Shown at checkout
Australia	5–10 business days	2–5 business days
Everywhere else, including Canada and the US	7–14 business days	3–7 business days

Delivery times are estimates from dispatch, not guarantees, and can vary with customs and carriers.

Tracking

Every order includes a tracking number, sent by email when your order ships.

Duties and taxes

We don't collect import duties or taxes at checkout. Depending on your destination and the shipping service, import duties, taxes or customs fees may apply when your order arrives.

If you decline a parcel or don't pay the required import charges and it's returned to us, we'll refund the amount you paid for the products, minus the actual return shipping costs charged by the carrier. We don't add any handling or admin fees. Any express shipping you paid is non-refundable. This doesn't apply if the return was caused by our or our fulfilment partner's mistake, or where applicable consumer law requires otherwise. If a carrier doesn't return a parcel to us (for example, if it's abandoned or disposed of), we'll look at what happened case by case, in line with your consumer rights.

Damaged, lost or late

If your order arrives damaged, or hasn't arrived when you'd expect, please let us know as soon as you can at contact@twilloutdoors.com, with photos if it's damaged. We'll work with the courier and put it right. Your rights under the Consumer Guarantees Act apply.

Wrong address

Please check your address carefully at checkout. If a parcel is returned to us because the address you gave was incorrect or incomplete, we'll get in touch. We can send it again once you've paid the reshipping cost, or refund the amount you paid for the products, minus the actual return shipping costs charged by the carrier. We don't add any handling or admin fees. This doesn't apply if the mistake was ours or our fulfilment partner's, or where applicable consumer law requires otherwise. If a carrier doesn't return the parcel to us, we'll look at what happened case by case, in line with your consumer rights.

Spotted a mistake after ordering? Email us straight away and we'll do our best to update it before your order is sent.