Shipping policy

1. Overview

At One Digital, we aim to deliver your products safely, efficiently, and transparently. This Shipping Policy explains how we process, dispatch, and deliver orders for phones, accessories, computers, digital products, and other items sold through our business.

We use third-party courier and delivery providers to complete most deliveries across New Zealand.

2. Delivery Areas

We currently deliver within New Zealand. Delivery availability may vary depending on your location, including urban, rural, and remote service areas.

For some large, fragile, valuable, or special-order items, delivery options may be limited or subject to additional charges.

3. Shipping Charges

Shipping charges are calculated based on factors such as:

  • delivery location
  • urban or rural address
  • size and weight of the parcel
  • number of items ordered
  • special handling requirements
  • courier rates at the time of dispatch

Shipping costs will be shown at checkout, included in your invoice, or otherwise confirmed before your order is finalised.

We may offer free delivery for orders over a stated minimum order value. Any free shipping offer applies only where clearly advertised and may be subject to conditions such as delivery region, product type, parcel size, and promotional period.

4. Order Processing Time

Orders are usually processed within 1 to 3 business days, unless otherwise stated.

Orders placed on weekends or public holidays will usually be processed on the next business day.

Processing times may be longer during busy periods, promotional periods, public holidays, supplier delays, or where extra verification is required.

5. Delivery Timeframes

Estimated delivery times are provided as a guide only and may vary depending on location, courier workload, weather, public holidays, and other external factors.

Typical delivery timeframes may include:

  • Urban addresses: approximately 1 to 3 business days after dispatch
  • Rural addresses: approximately 2 to 5 business days after dispatch
  • Large, fragile, or special-order items: delivery times may vary

Where a delivery date or timeframe is specifically agreed, we will make reasonable efforts to meet it. Under New Zealand consumer law, deliveries arranged by a business must arrive on time or within a reasonable timeframe if no exact time was agreed.

6. Dispatch Confirmation and Tracking

Where available, we will provide tracking details once your order has been dispatched.

Tracking updates are provided by the relevant courier company and may not update immediately.

7. Authority to Leave

If you authorise a parcel to be left unattended at your address, delivery will be considered complete once the parcel has been left in accordance with your instructions.

To reduce the risk of loss or theft, we recommend using a secure delivery address where someone is available to receive the parcel.

8. Incorrect Address Details

Customers are responsible for providing accurate delivery information.

If an incorrect or incomplete address is provided:

  • delivery may be delayed
  • additional courier charges may apply
  • re-delivery fees may be charged
  • the parcel may be returned to us

If an order has already been dispatched, we may not be able to change the delivery address.

9. Delayed Deliveries

While we aim to dispatch and deliver orders promptly, delays can sometimes occur due to events outside our control, including:

  • courier network delays
  • weather conditions
  • public holidays
  • incorrect delivery details
  • access issues
  • supply chain disruptions
  • high seasonal demand

If your order is significantly delayed, please contact us and we will work with the courier provider to investigate. If a delivery arranged by us is unreasonably late, your rights may be protected by the Consumer Guarantees Act.

10. Lost or Damaged Parcels

If your parcel arrives damaged, incomplete, or does not arrive at all, please contact us as soon as possible with your order number and any supporting information or photographs.

If we arranged the delivery, we remain responsible for resolving issues involving lost or damaged goods in transit, subject to applicable law. Customers buying from a New Zealand business have protection if products are lost or damaged before they arrive.

We may ask you to:

  • provide photos of the packaging and product
  • confirm the delivery address
  • assist with a courier claim
  • keep the damaged item and packaging until the matter is resolved

11. Delivery Refusal or Failed Delivery

If a delivery cannot be completed because no one is available, the address is inaccessible, or the parcel is refused without valid reason, the courier may:

  • leave a card
  • attempt re-delivery
  • hold the parcel for collection
  • return the parcel to us

Additional delivery or handling charges may apply for re-delivery or returned parcels.

12. Special Orders and Pre-Ordered Items

Products that are specially ordered, supplier-sourced, or pre-ordered may have longer dispatch or delivery timeframes.

Estimated arrival dates for these items are approximate only and may change due to supplier or freight delays. We will make reasonable efforts to keep customers informed of major delays.

13. Click and Collect

If we offer click and collect, customers will be notified when the order is ready for pickup.

Items must not be collected until confirmation has been received from us.

Valid identification may be required when collecting certain high-value goods.

14. Risk and Ownership

Risk in the goods passes to the customer upon delivery, collection, or confirmed drop-off in accordance with the customer’s instructions.

Ownership of goods remains with One Digital until full payment has been received.

15. Shipping for Repairs or Service Items

Where a customer sends a device or item to us for repair, assessment, or service:

  • the customer is responsible for packaging the item securely unless otherwise agreed
  • the customer is responsible for freight to us unless stated otherwise
  • return shipping charges may apply
  • we are not responsible for damage caused by insufficient packaging before the item reaches us

Customers sending devices for service should back up their data before shipping.

16. International Shipping

Unless otherwise stated, we currently ship only within New Zealand.

If international shipping is offered in the future, additional shipping charges, taxes, customs duties, and import requirements may apply and will be the customer’s responsibility unless stated otherwise.

17. Privacy and Delivery Information

We collect and use delivery information such as your name, phone number, email address, and shipping address only as reasonably necessary to process and deliver your order. Under New Zealand privacy law, personal information should be used and disclosed for the purpose it was collected or a directly related purpose.

18. Contact Us

If you have any questions about shipping or delivery, please contact:

One Digital
A brand of One Market New Zealand Limited

3A, Galloway Crescent,

Farm Cove, Auckland,2012, New Zealand.