Shipping policy

Last updated: 28 July 2026

Overview

This Shipping and Delivery Policy applies to products and services supplied by Brothers Home Service Ltd, trading as Brothers Home Supply.

We supply doors, jambs, sliding-door systems, tracks, channels, door hardware and related products throughout New Zealand, subject to product availability, carrier coverage and delivery access.

Products may be dispatched from:

• an approved supplier;
• a manufacturer;
• a third-party warehouse;
• a freight depot; or
• another authorised fulfilment location.

Nothing in this policy excludes, restricts or modifies any rights, guarantees or remedies available under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

Delivery Areas

We deliver to most accessible addresses throughout New Zealand.

Delivery availability and cost depend on:

• the product category;
• product dimensions and weight;
• delivery region;
• carrier coverage;
• whether the address is residential, commercial or rural;
• site access;
• whether specialised freight is required; and
• the supplier or warehouse dispatch location.

A separate delivery quote may be required for:

• Waiheke Island;
• Great Barrier Island;
• Chatham Islands;
• other offshore islands;
• remote rural locations;
• locations requiring ferry transport;
• addresses with restricted road access; and
• sites that cannot safely receive oversized freight.

Please contact us before ordering if you are uncertain whether delivery is available to your address.

Shipping Charges

Shipping charges are calculated according to the product category, delivery region, order value and applicable Shopify shipping profile.

Unless clearly stated otherwise, shipping charges displayed to consumers include Goods and Services Tax (GST).

The rates below apply to eligible products assigned to the relevant shipping category.

Standard Door Delivery

The following rates apply to eligible standard doors, excluding products assigned to the Parkwood, hardware, track or another separate shipping profile.

Auckland

• Delivery charge: NZ$95 per order
• Estimated freight transit time: 3–5 business days

North Island, Excluding Auckland

• Delivery charge: NZ$190 per order
• Estimated freight transit time: 5–8 business days

South Island

• Delivery charge: NZ$250 per order
• Estimated freight transit time: 5–8 business days

These timeframes begin after the products are ready and dispatched.

They do not include:

• manufacturing;
• supplier lead time;
• custom sizing;
• drilling or machining;
• painting or staining;
• jamb preparation;
• pre-hanging;
• order processing; or
• time spent waiting for customer confirmation or payment.

Parkwood Product Delivery

The following rates apply to eligible Parkwood products.

Auckland

• Delivery charge: NZ$115 per order
• Estimated freight transit time: 5–8 business days

New Zealand, Excluding Auckland

• Delivery charge: NZ$240 per order
• Estimated freight transit time: 5–8 business days

Parkwood products may be delivered directly from the manufacturer or an approved Parkwood distribution location.

Additional charges may apply for remote, rural, ferry or restricted-access delivery where the standard rate does not cover the actual delivery requirements.

Tracks and Channels

For eligible tracks, rails and channels delivered within New Zealand:

• Standard delivery charge: NZ$50 per order
• Estimated freight transit time: 3–5 business days

This rate applies only to products assigned to the Tracks and Channels shipping profile.

Additional freight may apply for unusually long, heavy or specialised products, remote locations, ferry delivery or restricted-access addresses.

Door Hardware Delivery

For eligible door hardware orders delivered within New Zealand:

• Eligible hardware subtotal under NZ$300: NZ$15 flat-rate delivery
• Eligible hardware subtotal of NZ$300 or more: free standard delivery

The qualifying order value is calculated using the eligible hardware product subtotal after discounts and excludes:

• shipping charges;
• installation charges;
• callout fees;
• gift cards;
• doors;
• jambs;
• tracks;
• channels;
• oversized products; and
• products assigned to another shipping profile.

Free hardware delivery applies only to eligible hardware products and standard delivery locations.

Rural, remote, urgent or specialised delivery may incur an additional charge where clearly disclosed and agreed.

Auckland Installation Callout Fee

For eligible installation bookings within Auckland:

• Auckland callout fee: NZ$95 per installation order or booking

The callout fee covers reasonable travel and attendance within our applicable Auckland service area.

The Auckland callout fee is not a product delivery charge.

Because of the way Shopify checkout profiles operate, the callout fee may appear in the shipping or delivery section at checkout. It relates to installer attendance rather than freight.

The callout fee does not include, unless expressly stated in the accepted quote or order:

• installation labour;
• product delivery;
• products or materials;
• parking charges;
• additional travel;
• return visits;
• work outside the accepted scope; or
• attendance outside our standard Auckland service area.

Installation labour and any additional work are charged separately according to the accepted quote, invoice or order confirmation.

The 3–5 business-day timeframe displayed at checkout is an estimated initial service scheduling window only. It is not a guaranteed installation date.

Installation scheduling remains subject to:

• product availability and readiness;
• installer availability;
• receipt of payment;
• customer confirmation;
• site access;
• site readiness; and
• the agreed scope of work.

If products also require delivery, the applicable product delivery charge may be calculated separately or included in a written quote.

Additional Callout Charges

A further callout, travel or attendance charge may apply where an installer is required to return because:

• the site is not ready;
• safe access is unavailable;
• the appointment is cancelled or changed at short notice;
• the customer or authorised site contact is unavailable;
• the required products are not onsite;
• customer-supplied hardware is missing, incomplete or unsuitable;
• work cannot proceed because of an undisclosed site condition; or
• a return visit is required for a reason outside our reasonable control.

Any additional charge will be reasonable and will be explained before the return visit is arranged where practicable.

Additional charges do not apply where the return visit is required solely because of our error or defective workmanship.

Orders Containing Different Product Categories

A single order may contain products assigned to different Shopify shipping profiles.

For example, an order may include:

• standard doors;
• Parkwood products;
• tracks or channels;
• hardware; and
• installation services.

Shopify may calculate and combine the applicable rates according to the products and delivery address entered at checkout.

Products in the same order may also be dispatched separately from different suppliers, manufacturers or warehouses.

Please review the final shipping and callout charges shown at checkout before completing your order.

If the displayed rate appears incorrect or no delivery option is available, please contact us before placing the order.

Additional Delivery Charges

Additional delivery charges may apply for:

• rural delivery;
• remote delivery;
• ferry transport;
• offshore islands;
• oversized or overweight freight;
• tail-lift service;
• specialised handling;
• restricted or unsafe access;
• customer-requested split delivery;
• more than one delivery address;
• waiting time;
• failed delivery;
• redelivery;
• return-to-depot freight;
• address changes after freight has been booked; or
• delivery requirements not disclosed when the order was placed.

Where a material additional charge is required, we will contact you before dispatch and obtain your agreement.

This does not prevent us from charging reasonable additional costs caused by incorrect, incomplete or undisclosed delivery information supplied by you.

Product Lead Times

Product processing and manufacturing lead times are separate from freight transit times.

The applicable lead time may be displayed or confirmed in:

• the product description;
• an accepted quote;
• an order confirmation;
• an invoice; or
• another written communication from us.

Lead times may include:

• checking stock;
• ordering from a supplier;
• manufacturing;
• custom sizing;
• drilling or machining;
• painting or staining;
• preparing a jamb;
• pre-hanging;
• packaging; and
• arranging specialised freight.

A stated lead time begins only after we have received:

• the required deposit or payment;
• complete delivery details;
• confirmed measurements;
• confirmed drilling or hardware information; and
• any other approval reasonably required to process the order.

Delays in receiving payment, measurements, specifications or approval may delay production and dispatch.

Estimated Delivery Timeframes

All production, dispatch, delivery and installation timeframes are estimates unless we expressly agree in writing that a specific date is guaranteed.

“Business days” exclude Saturdays, Sundays and New Zealand public holidays.

Freight transit estimates begin after the products have been completed and dispatched. They do not include product lead time or order preparation.

Delivery may take longer due to:

• carrier schedules;
• rural or remote access;
• ferry schedules;
• weather;
• road conditions;
• seasonal freight volumes;
• the size and weight of the products;
• supplier dispatch arrangements; or
• circumstances outside our reasonable control.

Please do not arrange installers, builders or dependent construction work solely on the basis of an estimated delivery date.

We recommend waiting until the products have been delivered and inspected before confirming dependent work.

Supplier and Manufacturer Direct Delivery

Some products may be dispatched directly from a supplier, manufacturer or third-party warehouse.

By placing an order, you authorise us to provide the relevant supplier, warehouse and carrier with information reasonably required to complete delivery, including:

• your name;
• delivery address;
• phone number;
• order reference; and
• delivery instructions.

A supplier or carrier may contact you directly to arrange delivery.

Although the products may be dispatched directly by another party, your purchase remains with Brothers Home Service Ltd, trading as Brothers Home Supply.

Please contact us if a delivery problem occurs so that we can work with the supplier or carrier to resolve it.

Split Deliveries

Products in one order may be dispatched separately where they:

• come from different suppliers;
• are stored at different locations;
• have different production times;
• require different freight services; or
• cannot safely be transported together.

Unless otherwise disclosed or agreed, we will not charge an additional delivery fee solely because we choose to split an order.

Additional charges may apply if you request:

• separate delivery dates;
• partial early delivery;
• multiple delivery addresses; or
• another arrangement outside the original order.

Dispatch and Tracking

We will normally send a dispatch notification when an order has been released for delivery.

Where available, we may provide:

• a tracking number;
• a freight reference;
• an estimated delivery date; or
• carrier contact information.

Large doors, jambs and oversized products are often transported by specialist freight carriers. Real-time online tracking may not always be available.

The carrier may contact you by phone or text before delivery. Please ensure that your contact details are correct and monitored.

A dispatch notification or estimated date does not guarantee delivery at a specific time.

Large and Oversized Products

Doors, jambs, cavity systems, tracks and other long or heavy products may require specialised handling.

Unless expressly included in the accepted quote or order, standard delivery does not include:

• carrying products through a building;
• carrying products upstairs;
• lifting products over fences or other obstacles;
• cranage;
• unpacking;
• removing products from freight frames or pallets;
• disposal of packaging;
• installation; or
• relocation after delivery.

The carrier may require a suitable person to assist with unloading. We will advise you where this requirement has been communicated to us.

You are responsible for arranging suitable assistance, equipment and secure storage after delivery.

Delivery Access and Customer Responsibilities

You must provide:

• a complete and correct delivery address;
• an accurate phone number;
• relevant unit, lot or building information;
• safe and legal vehicle access;
• sufficient unloading space;
• information about access restrictions; and
• an authorised person to receive the order where required.

Before dispatch, you must tell us about any:

• narrow or steep driveway;
• low trees or overhead obstructions;
• restricted parking;
• limited turning space;
• stairs;
• gated access;
• construction-site requirements;
• height or weight restrictions;
• unsealed road;
• rural access issue; or
• other condition that may affect delivery.

The carrier may refuse to enter an area it reasonably considers unsafe or unsuitable.

Where delivery cannot safely be completed at the requested location, the products may be delivered to the nearest safe and accessible point or returned to the carrier’s depot.

Failed Delivery and Redelivery

A delivery may be unsuccessful where:

• the address is incorrect or incomplete;
• nobody is available where attendance is required;
• the contact person cannot be reached;
• access is restricted or unsafe;
• delivery is refused;
• required unloading assistance is unavailable; or
• another issue within your reasonable control prevents delivery.

You may be charged reasonable costs resulting from an unsuccessful delivery, including:

• redelivery;
• waiting time;
• additional handling;
• return-to-depot freight;
• storage; and
• delivery to an alternative address.

Where practicable, we will notify you of the available options and charges before arranging redelivery.

Authority to Leave

Where authority to leave is available and you authorise the carrier to leave an order without a signature, you are responsible for ensuring that the nominated location is:

• safe;
• secure;
• dry;
• accessible; and
• suitable for the products.

Responsibility for theft, weather exposure or damage passes to you once the products have been properly left at the authorised location, subject to applicable law.

Authority to leave may not be available for high-value, oversized or specialised freight.

Address Changes

Please check the delivery address carefully before submitting an order.

Contact us immediately if you need to change the address.

We cannot guarantee that an address can be changed after:

• the order has entered production;
• freight has been booked;
• a shipping label has been created; or
• the order has been dispatched.

Reasonable freight, administration or redirection charges may apply to an approved address change.

Collection Orders

Collection is available only where agreed and confirmed in advance.

The collection location may be:

• a supplier’s warehouse;
• a manufacturer’s premises;
• an approved freight depot; or
• another authorised location.

Our office address is not automatically a collection location.

Do not attend any location until we have confirmed in writing that:

• the order is ready;
• collection has been approved;
• the collection address is correct;
• the collection date or window has been confirmed; and
• you have any required order reference or identification.

You are responsible for providing:

• a suitable vehicle;
• appropriate restraints;
• protective materials;
• safe transport arrangements; and
• any assistance required for loading.

Where you arrange collection personally or through your own carrier, responsibility for onward transportation generally passes to you when the products are collected, subject to applicable law.

Inspection on Delivery

Please inspect the order as soon as reasonably practicable after delivery or collection.

Where possible, check:

• the number of packages;
• product descriptions;
• visible product damage;
• packaging damage;
• door edges and corners;
• glass panels;
• tracks and channels;
• hardware quantities; and
• whether the order matches the delivery documentation.

If visible transit damage is identified, please:

• note the damage on the carrier’s delivery record where possible;
• take clear photographs of the packaging and products;
• retain the packaging; and
• contact us promptly.

Signing a delivery record does not remove any statutory rights.

Prompt notification helps us investigate the issue and submit a carrier or supplier claim.

Delayed, Lost, Damaged or Incorrect Deliveries

Where we arrange delivery, please contact us if the order:

• has not arrived within the expected timeframe;
• is lost;
• arrives damaged;
• is incomplete; or
• contains an incorrect product.

Please provide:

• your name;
• order or invoice number;
• delivery address;
• details of the issue; and
• photographs where relevant.

We will investigate the matter with the carrier, supplier or manufacturer.

Do not arrange return freight, repairs, replacement work or disposal of damaged products without first contacting us, except where urgent action is reasonably necessary to prevent further damage or address an immediate safety risk.

Where a delivery issue causes a product to fail an applicable statutory guarantee, we will provide an appropriate remedy in accordance with New Zealand law.

Delivery Responsibility

Where we arrange delivery to a consumer, we remain responsible for the products until they are delivered to the agreed address or properly left under an authorised delivery arrangement.

If we arrange the carrier, please raise delivery problems directly with us. We will manage the issue with the carrier or supplier as appropriate.

Where you independently arrange your own carrier, responsibility for transportation generally passes to you when the products are collected by your nominated carrier, subject to the agreed arrangement and applicable law.

Storage Before Delivery or Collection

We provide up to 10 working days of complimentary storage after notifying you in writing that:

1. the products are ready for delivery or collection; or
2. delivery or dispatch is delayed because we are waiting for payment, information, access or another action required from you.

After the complimentary storage period, the following charges may apply where the delay is within your control:

• NZ$5 plus GST per door for each week or partial week;
• equivalent to NZ$5.75 including GST per door; and
• subject to a minimum charge of NZ$25 plus GST per order for each week or partial week, equivalent to NZ$28.75 including GST.

A partial week is charged as a full week.

Storage charges continue until the products are:

• collected;
• dispatched;
• delivered; or
• placed under another written storage arrangement.

We will not charge storage fees for a delay caused solely by us.

To the extent permitted by law, we may require outstanding storage charges and other properly due amounts to be paid before releasing or dispatching the products.

Delays Outside Our Reasonable Control

Delivery may be delayed by circumstances outside our reasonable control, including:

• supplier or manufacturing delays;
• carrier disruption;
• severe weather;
• flooding;
• natural disasters;
• road closures;
• ferry cancellation;
• strikes;
• government action;
• port disruption;
• customs processing;
• material shortages;
• vehicle breakdowns; and
• unusually high freight volumes.

We will take reasonable steps to monitor the order, communicate material delays and arrange delivery within a reasonable timeframe.

Nothing in this section limits any rights or remedies available under applicable law.

Changes to This Policy

We may update this Shipping and Delivery Policy by posting a revised version on the website.

Changes apply from the stated effective date.

A change will not retrospectively alter the shipping or callout terms of an order already accepted unless:

• required by law; or
• agreed with you.

Contact Us

For shipping, delivery, collection or installation callout enquiries, contact:

Trading name: Brothers Home Supply
Legal business name: Brothers Home Service Ltd
Email: sales@brothershomeservice.co.nz
Phone: 022 637 1129
Office address: 23A Ian Marwick Place, Birkenhead, Auckland 0626, New Zealand

The office address is for business correspondence only and is not automatically a delivery, collection or return location.