DELIVERY POLICY

Adding delivery instructions

If it is helpful to provide specific instructions for the NZ Post delivery person, please leave your comments or requests in the ‘order notes’ text box at checkout. The delivery person is meant to look at this text, however this depends on the person and no guarantee can be given. If no dogs are on the premises, you can write ‘no dogs’ in the text box to increase the likelihood of the delivery man following your instructions

Changing the delivery address

You may be able to redirect your parcel while it is in transit. This is only possible before your parcel enters the phase ‘Out for delivery’. Here is how you can do this:
1) First, sign in to your NZ Post account
2) Then go to ‘track your parcel’ using the NZ Post tracking tool
3) Scroll to the bottom and click ‘redirect my parcel’
4) Input the address you are wanting to redirect to and submit
5) You will receive a notification of your redirection request

Alternatively, you could have every parcel sent directly to a pick-up point, regardless of the shipping address you have provided at checkout. To organize this, you have to log into the NZ Post website and set up the permanent redirection for your address. If your parcel is already in the ‘Out for delivery’ phase, any changes on the NZ Post website will not affect that delivery

If you miss a delivery

As our products are valuable we use ‘signature requirement’ and ‘no authority to leave’. When NZ Post attempts to deliver and no one is present to sign, NZ Post will leave a Card to Call or a Card to Collect.

In the case of a Card to Call, you can arrange re-delivery at a later date directly with NZ Post.

In the case of a Card to Collect, you will need to collect the parcel from the address on the card. This address will be near the address you initially provided. Make sure to bring photo identification and the Card to Collect when picking up your parcel. The parcel will be held for 10 business days. Towards the end of this period you may receive a phone call from NZ Post to remind you that your parcel is still to be picked up, however this depends on the person dealing with your parcel. After 10 business days the parcel will be returned to The Water Filter Company. If this happens we will reach out to you to arrange another shipment, however you could be billed for this second shipment.

Alternatively, in the case of a Card to Collect, you can arrange a redelivery of your parcel. If you have a NZ Post online account, you can redirect your parcel to another address or to a parcel pick-up point. Parcel pick-up points are PostShops, PostCentres, some Courier Depots and participating locations such as Countdown Supermarkets or Z Energy Stations where tracked parcels can be redirected to. It is estimated that redirection requests can take anywhere between 24-48 hours to action. You will be sent an email when your parcel is ready to be picked up from your selected Collect my Parcel location and you will have 10 days to pick it up. Make sure to bring photo identification and a copy of the notification email (printed or on your phone) when picking up your parcel.

Acceptable forms of photo identification are a New Zealand passport, New Zealand driver’s license, overseas passport, Kiwi Access card (formerly HANZ 18+ card), New Zealand Certificate of Identity (issued under Passports Act)

If you don’t receive a delivery

If your parcel has not been delivered after 10 business days, please contact us at sales@waterfiltercompany.co.nz. We will reach out to NZ Post to determine the current status of your shipment and we will come back to you with a solution