SHIPPING & DELIVERY INFORMATION

All orders placed online at macpac.co.nz are delivered via courier.

You can track the progress of your order from placement through to delivery using the New Zealand Post parcel tracker. Simply locate your order tracking email and follow the link to our courier tracking.

Please note: tracking details may take up to 24 hours to update in the courier’s system after you receive your notification. We recommend checking your tracking link shortly after receiving it to stay informed about your parcel’s progress.

Once your order has been packed ready for dispatch you will see a consignment number and link to track your order directly through the courier's website.

Please allow up to 24 hours for your parcel to register in the courier’s system before attempting to track your order.

Occasionally orders are held up due the following reasons;

- Entry of an incorrect or incomplete address during checkout.

- Public Holidays.

- Extreme Weather Events.

- Incorrect payment information was entered against the order. Please double check all details at time of checkout as your order will only be created upon receipt of payment.

- Personal details may need to be confirmed for fraud prevention if we are unable to verify the shipping destination. Sometimes we will require personal detail verification before dispatching orders to protect the card holder, and this may delay shipping.

Occasionally if a particular product is in high demand we may need to supply product from outside of our standard delivery network. This can cause delays in dispatch if orders are directed to regional locations etc.

If your order is not received within the quoted delivery period please check your order progress using your parcel tracker link, alternatively contact our Customer Care Centre.

Yes we do! To qualify, your order must be greater than $100 after any sale discounts or coupons are applied. The order value is not inclusive of any quoted freight charges or installation charges (where applicable).

Offer excludes bulky products, Gift Cards & International orders. Products considered bulky are are highlighted accordingly: Bulky Item

Bulky items are those with either a high weight or large cubic volume as classified by our courier companies. Due to their weight or size, they incur an additional freight cost of $20.

This free shipping offer may be withdrawn or altered at anytime.
This offer only applies to orders placed online for delivery and excludes Click & Collect only items.

Online orders must meet the above criteria in full to qualify for free shipping.

We partner with NZ Post and selected couriers to get your online order delivered to your door as quickly as possible. Delivery timeframes and costs can vary depending on your location.

Standard deliveries to most metro areas should arrive within 2-3 business days of the order being placed with rural areas taking up to 2 days longer.

While every effort is made to provide an accurate delivery estimate, these timeframes are subject to change in unforeseen circumstances.

Any order below our $100 free shipping threshold will incur a $5 delivery charge.

Please note: To avoid any delays we recommend having all deliveries sent to an address where someone is available during business hours — such as your home, workplace, or another attended location. If no one is present, and if it is deemed safe and appropriate, couriers may leave eligible parcels in a secure location.

Bulky products incur a charge of $20. These products are labelled as such on the product pages.

Yes, we deliver products to P.O. boxes within New Zealand.

We aim to process your order as quickly as possible, which means we may not 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.

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 or call on 0800 622 722 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)

If in the event you've received an item you haven't ordered, please contact our Customer Care team either at customercare@macpac.co.nz or 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

In the rare event where this should occur 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 or call on 0800 622 722 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

Our Australian website is not set up for international shipping however our New Zealand site (www.macpac.co.nz) offers international shipping to most countries.

International shipping incurs a shipping fee of $60 and may also be subject to local custom fees and taxes. If in doubt please check your countries’ import regulations.

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.

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.

We are unable ship to international armed forces, freight forwarders, international PO Boxes and the United States.

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.