Shipping Information
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Our Shipping Policy

We know you’re eager to get your new purchase, so we aim to dispatch orders as soon as possible. We try our hardest to meet all delivery times. Depending on the location of your goods, your order may be split into multiple parcels to get to you faster.

All orders will be processed Monday – Friday. Please Note: If your order contains any clearance items this may delay the dispatch of your order by 2 – 3 days.


Freight Cost

  • New Zealand under $100    $5.00 (NZD)

  • New Zealand over $100      FREE

  • International orders             $60.00 (NZD)


Delivery FAQs

When will I receive my order? (New Zealand)

All orders are processed Monday – Friday and we aim to have your goods dispatched within 2-3 business days. New Zealand orders travel with PBT couriers or Courier Post
Please note: If your order contains any clearance items this may delay the dispatch of your order by 2 – 3 days.

Once your order has been processed and collected by courier, indicative delivery times are as follows:

  • North Island orders: 2-4 working days.
  • South Island orders: 2-3 working days.
  • Rural delivery or remote locations can take just a little longer so please allow an additional 2 working days.


When will I receive my order? (International)

International orders (countries other than New Zealand and Australia) will be processed in New Zealand dollars and dispatched from our New Zealand warehouse. We use DHL Express for all our international orders. We don’t ship to international armed forces, freight forwarders or international PO Boxes.
Please note: If your order contains any clearance items this may delay the dispatch of your order by 2 – 3 days.

Once your order has been processed and collected by courier, indicative delivery times are as follows:

  • 3-10 business days
  • Rural delivery or remote locations can take just a little longer so please allow an additional 2 business days


Will I have to pay customs and import charges on my international order?

Custom fees and taxes on international orders may be charged by the destination country. These charges must be paid for by the person receiving the parcel. As these are beyond our control, please check with your local customs department prior to ordering should you have any concerns. If delivery is refused, all costs incurred for the return of goods will be charged to the customer.


Can I change or cancel my order?

We try to process your order as quickly as possible, which means we won't be able to make any changes once your order has been placed. However, you may be able to cancel your order and place a new one instead. If it’s too late to cancel the order, you can return any unwanted items and receive a refund. Please check our Returns & Exchanges process for more on how to do this.


I still haven’t received my order?

Occasionally when processing your order, there may be delays, especially during busy periods (including sale). There may also be other factors contributing to your order being delayed, such as Public holidays, postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address. We'll keep you as updated as we can, and you should be able to track your parcel’s progress.

Please Note: If your order contains any clearance items this may delay the dispatch of your order by 2 business days.


I'm missing an item from my order, what should I do?

We sincerely apologise if there’s an item missing from your order. However, there may be a simple solution. We recommend checking your emails (including your junk/spam folder) to see if:

  1. We’ve sent your items in separate parcels and notified you they’ll be arriving separately.
  2. The item(s) you ordered were out of stock and we’ve informed you of this.

If you still can’t find a reason why your item is missing, please contact customercare@macpac.co.nz with the following information so we will resolve the issue for you as quickly as we can.

  1. The order number (example NZ00123456)
  2. The item you’re still waiting to receive (example 112971.Blk00.10)


What if the product I ordered is out of stock?

If the product you ordered is out of stock, we will contact you. Where possible, our team will try to offer an alternative colour, otherwise a full refund for the item will be given.


I've received an incorrect item in my order, what do I do?

If in the event you've received an item you haven't ordered, please contact our Customer Care team on 0800 622 722 with the following information, so we can investigate and advise the quickest solution:

  1. The order number (example NZ00123456)
  2. The incorrect item's product code (example 112971.Blk00.10)
  3. The item you’re still waiting to receive


I've received a faulty item, what should I do?

We aim to sort out any issues with faulty items straight away. As soon as you discover a fault, please contact customercare@macpac.co.nz with the following information:

  1. The order number (example NZ00123456)
  2. The faulty item's product code (example 112971.Blk00.10)
  3. A photo of the product and description of the fault/damage