Delivery Policy

Thank you for shopping with us! Once you’ve placed your order, you’ll receive a confirmation email with all the key details. Please double-check that your email address is correct so we can keep you updated throughout the delivery process.

Delivery Timeframes

Large Carrier Items:
Many of our outdoor living products such as BBQ setups etc are bulky and require specialised handling. Please allow 5–10 working days for delivery. Rural delivery may take longer depending on carrier routes and accessibility. You’ll receive tracking information via email once your order has been dispatched.

Supplier Orders:
If an item is marked as “Available for supplier order”, this means it will be ordered from the supplier specifically for you. Delivery for these products typically takes around 2 weeks from the date of your order.

Backorders:
If an item is listed as “Available for backorder”, it is currently out of stock with both us and the supplier. In this case, one of our team members will get in touch with an estimated timeframe as soon as possible.

Delivery Address Requirements

We are unable to deliver to P.O. Boxes. Please provide a physical address that can accept delivery during business hours. If you live in a gated or difficult-to-access property, please let us know in advance so we can coordinate with the freight provider.

Important Notes on Delivery

  • Working days refer to Monday–Friday. Weekend delivery is not available.
  • While we do our best to meet estimated timeframes, please note that actual delivery times are determined by third-party freight companies and can be affected by factors beyond our control (e.g. weather, access, public holidays, etc.).
  • Carriers operate on set routes and schedules, and may not be able to accommodate specific delivery time requests. If you require a special delivery arrangement, please contact us before placing your order so we can check what's possible. 

 

Receiving Your Delivery

All deliveries require a signature on arrival to confirm the item has been received in good condition. Please carefully inspect your items before signing. If any damage is visible, sign as “damaged in transit” or refuse the delivery entirely and note the reason.

If your order arrives damaged, please contact us within 24 hours at sales@ecldirect.co.nz and include photos of the damage and packaging so we can raise a claim promptly.

Consumer Guarantees

If your product arrives damaged or is not of acceptable quality, you may be entitled to a repair, replacement, or refund under the Consumer Guarantees Act 1993. Your legal rights are fully respected and upheld.

Delivery Charges

Standard delivery is door drop-off only and does not include stairs, installation, unpacking, rubbish removal, or assembly unless arranged in advance.

Estimated delivery charges will be shown at checkout. In some cases (especially for heavy, oversized, or rural deliveries) charges may be higher than originally quoted. If that happens, we’ll contact you before dispatch. You’ll have the option to proceed with the updated delivery cost or cancel the order for a full refund (if the item hasn’t already shipped).

We’re here to help and want you to love your outdoor living space. If you have any questions before or after delivery, feel free to reach out, we’re happy to assist.