Shipping policy
At The Spa Guys, we are committed to providing reliable and efficient shipping services, prioritizing our New Zealand customers. Please review our shipping policy to understand our practices.
A Proudly Kiwi-Owned Business
The Spa Guys is a New Zealand-based, Kiwi-owned company. Orders are typically shipped from our Rotorua headquarters.
Shipping Destinations
- New Zealand: Shipping is available across all regions, including standard rural delivery.
- International: We offer shipping to selected countries. If your location is not listed at checkout, reach out to our team through the contact form on our website to request a custom quote.
Free Shipping
Within New Zealand:
- With free shipping on orders over $399, weβre committed to providing great value to our New Zealand customers. Where additional charges apply, weβll always keep you informed.
- Exclusions: Some items, such as spa pools, covers, pumps, heat pumps and bulk chemicals, may require additional shipping fees due to their size, weight, or delivery requirements. If applicable, weβll provide a custom quote to ensure the most cost-effective solution.
- We reserve the right to exclude specific items or locations from free shipping at our discretion.
International:
- Free shipping is not available for international orders.
Tracking and Delivery
- A tracking number is automatically provided when your order ships.
- Delivery times vary by location and carrier.
- The Spa Guys is not responsible for delays caused by courier services, customs, or other unforeseen circumstances.
Large, Bulky, or Excluded Items
- Items such as spa pools, covers, pumps, heat pumps and other excluded items require freight shipping.
- Additional fees may apply based on destination, size, and access requirements.
- We will send you an invoice for any additional freight charges, which must be paid prior to dispatch.
- Contact us for a quote on freight shipping before ordering bulky or excluded items.
International Shipping Costs
- International shipping costs are estimated at checkout but may be adjusted based on the final cost from our shipping partners.
- We will update your order and notify you of any changes before shipping.
- The recipient is responsible for any applicable duties, taxes, or import fees.
Undeliverable Packages
- If a package is returned due to an incorrect or incomplete address, additional shipping fees may apply to resend the package.
For any questions or concerns regarding our Shipping Policy, please reach out to our team via the contact form on our website.