Shipping & Returns

All pricing on this site is in New Zealand dollars and include GST. True Grit is a New Zealand based business. 
We deliver to all addresses within New Zealand, Australia, The Pacific Islands and New Caledonia. WE WILL ship to any other location around the world, but you will need to contact us so that we can arrange a custom shipping quote for you.
 
Split Orders:
We have two locations. Our store in Invercargill and a warehouse that holds our additional stock. If you order multiple items, your order may be split into two deliveries depending on the current location of your items. Your order status page will indicate whether your order has been split or not. If it has been split, the order status page will display both tracking numbers.
 
Price and Delivery Time Frames:

Our standard shipping rates and expected delivery time frames are as follows. Please be sure to also read the important notes at the bottom of this section.
New Zealand orders:
Orders are shipped via Courier Post / NZ Post (1-4 days delivery estimate, although most orders do usually deliver overnight).
  • For orders under $100 | the freight cost is $5.99
  • For orders over $100 | the freight is FREE
Australian orders:
The customer can choose either DHL or AusPost to deliver their items. DHL is more expensive but is much faster and more reliable. 
For orders under $300:
  • Aus Post | the shipping rate is $15 (5-12 days delivery estimate)
  • DHL | the shipping rate is $22 (2-5 days delivery estimate)
Orders over $300 will ship for FREE with DHL

Pacific Island and New Caledonian orders:
Orders are shipped via DHL (2-7 days delivery estimate)
  • For orders under $300 | the freight cost is $25
  • For orders over $300 | the freight is FREE
Rest of World:
Please contact us for a shipping quote. We only use DHL for delivery to countries outside of New Zealand and Australia.
 
Important notes for all orders:
  • Note "Days" referred to above are defined as business days. That is, Monday to Friday, excluding public holidays.
  • Delivery time frames are indicative in nature only, the delivery estimates provided have been given to us by our freight suppliers. True Grit will not be held accountable for delivery delays within the freight networks, as these are out of our control.
  • Please allow 1-5 days in addition to the above estimates for Rural and Remote Delivery.
  • You will be sent an email detailing tracking information on the day that your order is processed.
  • All customers outside of New Zealand are responsible for their own duties and taxes, should they be incurred.
  • We ship all orders as signature required. Should you request that we waive this, or if you have an ATL (Authority To Leave) agreement with your delivery courier, this is at your own risk. We will not offer replacement items for orders that go missing / do not arrive when signature required is waived, or ATL is issued.
 
Delivery Problems:

If your item has not arrived within the indicated time frame. Please contact the shipping company and give them your tracking number as per your dispatch notification. Should you not be able to locate your tracking number, please contact us.
True Grit does not contact courier companies on the customer's behalf. Once your order is handed over to the courier company, it is in their control and all contact regarding its delivery, or lack thereof, must be between the courier company and the customer. In the instance that an item is deemed to be lost by the courier company, please contact us and we will process a claim and organise a replacement or refund for the customer.
 
Order Acceptance, Order Cancellation, Refunds & Exchanges:
While every effort is made to only show the correct stock on our website. We are human and mistakes can happen. There is also a very small lag in the time between a sale in store and the stock levels updating online. If you purchase a product we cannot supply, we will notify and refund you as soon as we are aware of the error.
We reserve the right to refuse orders for any reasons we deem necessary. If your order is refused you will be notified and refunded.
If you are not satisfied with your purchase, we will assist you with your refund or exchange. We are happy to exchange/refund any item purchased online (unless stated otherwise). However, the following conditions do apply:
  • You must notify us of your intention to exchange/refund within 3 days of receiving your product and return your product to us within 10 working days.
  • These items must be sent back via courier (track and trace). We do not pay for any freight costs incurred by the customer in returning items to us.
  • For size exchanges and warranty replacements, we will cover the cost of the return freight of the correct item back to you (this excludes sale items). We will not cover freight for changes of mind.
  • All items must be returned in the condition in which they were shipped: un-used, with all original tags and in the packaging it was delivered in.
  • You are welcome to return items to our store. However, so we can give our staff notification, we would still appreciate a call or email in advance to ensure you are looked after properly.
 
How To Return/Exchange:
If you wish to exchange/return please follow these steps:
  • Contact us to advise us of your intention to return/exchange an item. Phone (03) 218 6358 or use the contact form on the contact us page.
  • Fill out the return form, which will be provided to you.
  • Include the completed form with the item and return to us.
  • Replacements and/or refunds will be processed after we receive your returned item.