smith&burton is based in Auckland, New Zealand and we regularly ship packages all over the world. We strive to get your products out to you as quickly and cost effectively as possible, that is why we use express courier services.
DELIVERY COSTS (NZD$) - Tracked and by signature required courier only.
| NEW ZEALAND | FREE of charge for orders over $60 |
| Auckland | $7.00 flat charge for orders under $60 |
| Rest of New Zealand includes Rural | $10.00 flat charge for orders under $60 |
| AUSTRALIA | FREE of charge for orders over $80 |
| NZD$30.00 flat charge for orders under $80 | |
| ASIA / PACIFIC ISLANDS | NZD $45.00 flat charge |
| USA / CANADA / MEXICO | NZD $65.00 flat charge |
| UK / EUROPE / SOUTH AFRICA | NZD $75.00 flat charge |
*Free shipping amounts is after any discount code is applied
Please contact us directly if your destination is not available at checkout at hello@smithandburton.com
DELIVERY TIME FRAMES
NEW ZEALAND
Orders received by 2pm will be delivered the next day in the North Island and 2-3 business days in the South Island. For Rural deliveries please allow up to 5 business days.
We delivery all New Zealand orders through Courier Post, tracked and signature required.
AUSTRALIA
Australian shipping will arrive within 1-2 business days of placing your order, prior to 2pm. Rural and outside main metros, deliveries may take slightly longer.
We deliver all Australian orders through DHL Express OnDemand Delivery real-time tracking and signature required.
INTERNATIONAL
We use DHL Express for our International shipping, with On-Demand Delivery real-time tracking and signature required. Please allow up to 2-4 business days for delivery. International shipping times may vary depending on the destination.
Customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient and vary from country to country. Please note there are no flammable products in our range.
Business days are Monday through to Friday (9.00am and 5.00pm NZST/NZDT). Orders placed on the weekend or Public holidays will be processed the next business day. You will receive an email order confirmation once order has been dispatched and you can follow the journey of your parcel. All orders are tracked and require signature on arrival. If you are not available to sign for your parcel a calling card will be left by Couriers, please check your mailbox for the card and get in contact with them. Sorry we are only able to deliver to PO Boxes in New Zealand. Our couriers cannot deliver to locked bags or parcel lockers so please ensure you include a street delivery address.
*Our free shipping and flat rate charges exclude heavy orders over 3kg, they will incur additional freight charges and this will be automatically added to your cart at the time of checkout.
Please make sure your address is correct at the time of order (including business name if shipping to a work address). If you think the address is not correct please email us immediately at hello@smithandburton.com and we will do our best to assist. However once the order has left the warehouse we cannot redirect. If orders are undeliverable and returned to us for any reason we will issue a refund less shipping and handling costs ($15 for New Zealand orders, $40 for Australian orders, $100 for international orders).
If your order does not arrive within 7 working days after you received your order confirmation, please contact us at hello@smithandburton.com to ensure that we are able to assist you as quickly as possible, please include your order tracking number in the email.
We cannot accept responsibility for lost or missing parcels once they leave our warehouse. Property and risk in goods ordered by you from us will pass to you upon delivery of the goods to your specified delivery address for the relevant order.
smith&burton does not accept responsibility or liability for delivery delays due to third party delivery services.
Returns
We will happily refund your order if it is unopened and unused, provided it is within 14 days of purchase. Please email us at hello@smithandburton.com for your Goods Return Authority number. We will process the refund, less shipping costs, once we confirm the products have not been used or damaged. Shipping and handling costs are not refundable.
We advise customers to choose products carefully before purchasing as we are not able to accept returns or refunds on opened and used products. We are always here to help with product choices so please do not hesitate to reach out to us at hello@smithandburton.com should you have any product questions prior to purchasing. Also, please be sure to check the product pages on our website for full ingredient lists. Please be sure to read over this list to ensure your pets have no sensitivities to any of our ingredients.
Damaged Items
If your order is missing an item or contains a damaged product please email us at hello@smithandburton.com within 14 days of purchase. Please include your order number. It is normal for the shipping carton to show some wear, however in the unlikely event of an order being damaged in transit, please get in contact with us with a photograph showing the state the parcel arrived in. We’ll be happy to help you.