We know there’s nothing more satisfying that your online order arriving on your doorstep as quickly as possible, which is why we try our very best to process all orders on the day they are placed! However, on the occasion that a product isn’t in our physical store and we need to order it from our New Zealand based suppliers, it can take a few days for us to get your order in the post. Not to worry though – we will always contact you right away to let you know of any delays. 

All orders are processed during business hours (9am – 5pm Monday to Friday.) Orders made on weekends and public holidays will be processed the next business day.

Track and Trace

We work exclusively with NZ Couriers for delivery. Once your package has left our building and been scanned on board by the courier you will receive an automated email from us with your track and trace details so you can follow its progress.

Please note: queries for missing/lost items must be completed within 14 days of despatch and queries for damaged items within 7 days of delivery. If you do not lodge a query with us within these time frames, we will be unable to make a claim with NZ Couriers.

Shipping costs:

Orders with Carry include free shipping except those being sent to NZ Islands e.g. Waiheke, Great Barrier where the courier fees are prohibitive).

NZ Islands Courier Charges:

If you order with us and live on a NZ Island like Waiheke and Great Barrier etc our customer care team will contact you immediately to discuss freight charges/options.

We focus on keeping our product prices as low as possible rather than building shipping costs into the price and then offering "free" shipping on everything. We therefore pay the courier fees ourselves however the fees to the Island communities have become so exorbitant we can't cover all of those costs and will discuss options.

Although we are a small family owned and run business with finite resources we do try and stock a broad range of products in our store and warehouse. If we don’t have a product in stock when you order it, we will do everything we can to get it as fast as possible for you.

All of our suppliers (apart from one) are New Zealand based with their own warehouses and we receive deliveries from them every week so if we don’t have it, we will get it quickly.

Our team will always reach out to you if it’s not in current stock to ensure you know when it will arrive (mostly within 2-3 days).

Returning an item:

Carry makes returns easy by letting you return your purchase to us within 100 days for a full refund or exchange. All you have to do is get it back to us. Please note that for us to accept a return, the product just needs to be unopened, unused, undamaged and in the original packaging.

Change of mind:

If you receive your order and have a change of mind, you can return your purchase to us within 100 days (from the date of purchase) for a full refund or exchange.

Please note to accept a return, the products need to be unopened, unused, undamaged and in the original packaging. If your returned product does not meet these requirements, we contact you to discuss.

Arrange your return in 3 steps:

Step 1: Contact our friendly customer care team.

Step 2: Post your product back to us or drop it off at our store. (Postage is not covered by Carry).

Step 3: Once we receive your returned product, we will process your refund within 24-48 hours.

Contact details:

Email – enquiry@carry.co.nz

Phone – 09 590-0655

Address – Unit O, 18 Link Drive, Wairau Valley 0627

Damaged Package:

If your package arrives looking a bit worse for wear, please give us a call at 09 590-0655 within 48 hours of receiving your package. Our customer care team will organise a replacement for you right away. If your item was damaged in transit, please keep all the original packaging (including the courier bag/box).

Faulty Product / Warranty:

We make it a priority to quality-check all items when we are processing orders. We are sorry to hear that any of our customers receive a product that is faulty.

If you feel that your product is not working as it should or has a manufacturing defect, please call our customer services team to report the issue. The next step will be either to drop the product into our store or post it to us at Unit O, 18 Link Drive, Wairau Valley 0627.

When we receive the faulty product, we are required to send the product and/or photos of it to our suppliers for assessment. This is a condition under the manufacturer’s warranty.

All our suppliers are New Zealand-based suppliers so it will not take too long and we will always keep you updated on the process. Once the issue has been assessed and deemed to be a manufacturing fault by our suppliers, we will then contact you immediately and replace or refund the product.

If it is deemed to be faulty due to misuse, then we will contact you to discuss a suitable solution. Please note that the freight cost will be refunded if it is deemed a manufacturer’s fault however if it isn’t then we will ask you to cover the freight cost.