Shipping Policy

How we ship

ShopPilot is a small Christchurch team. We work with a fulfilment partner, Zendrop, who in turn works with vetted manufacturers and suppliers — mostly in Asia and the United States. Once your order is placed, it's picked, packed, and dispatched from the supplier nearest to where the product is made, then forwarded to you by a courier or postal partner.

This means transit times are a bit longer than a domestic-only NZ shop, but it also means we can stock things we couldn't otherwise carry. The estimates below assume a couple of working days to process your order before it goes on the carrier.

Estimated delivery times

Transit times are estimates from the day the parcel is dispatched, not from the day you ordered. They depend on the supplier, the carrier, the destination country's customs clearance, and how busy each network is. Peak periods (Black Friday through to mid-January, and around major Asian public holidays) can add a week or two.

We do everything we can to keep to the shorter end of these ranges. If your order looks like it'll be much later than the upper end of the estimate, get in touch and we'll chase the carrier.

Order processing

Orders placed before 2pm NZT on a working day are usually sent through to the supplier the same day. Orders placed after that, or on weekends and public holidays, go through the next working day. You'll get a confirmation email the moment we accept the order, and a second email with tracking once the parcel is actually on the move.

Tracking

Every order gets a tracking number, dispatched to the email address you used at checkout. Tracking is provided through the Shopify order page and any carrier-specific portals where relevant. It can take 48–72 hours after dispatch before the first tracking scan appears — that's normal, and doesn't mean anything has gone wrong.

If you've got an order that isn't moving in tracking for more than 10 working days after dispatch, email hello@shoppilot.co.nz with your order number and we'll look into it.

Customs, duties, and taxes

For international shipments, any import duties, taxes (such as GST or VAT), customs charges, or processing fees levied by your country are your responsibility. We have no control over them and we can't predict them in advance — they depend on your country's rules, the value of the order, and the category of the goods.

For orders being delivered into New Zealand, most low-value personal imports are not charged duty or GST at the border, but Customs may still apply fees on higher-value parcels or on certain product categories. Refusing to pay customs fees can result in the parcel being returned or destroyed — if that happens we are not able to refund the order, since the goods have left our control.

Incorrect or incomplete addresses

Please double-check your delivery address at checkout. If your order is returned to sender, lost, or delivered to the wrong place because the address you gave us was wrong or incomplete, we're not able to refund the order or the shipping. We can re-send the order to a corrected address if you cover the second shipping cost.

If you spot a typo straight after ordering, email us within a couple of hours of placing the order and we'll do our best to correct it before the parcel is picked.

Lost or stuck parcels

Occasionally a parcel goes missing in transit or gets stuck at a carrier hub. Here's how we handle it:

• 10–15 working days past the upper estimate — email us and we'll open a tracing request with the carrier.
• 60 days after dispatch with no delivery scan — the parcel is officially considered lost. We'll either re-send the order (where stock allows) or refund you in full, your choice. We start the formal lost-parcel claim with the carrier on our side at that point.

Parcels marked as delivered by the carrier but not found by you (porch theft, parcel handed to a neighbour, etc.) are unfortunately not something we can refund — those are matters for the carrier and, where relevant, the police. We'll help you with whatever carrier-side info you need to file a claim.

Restricted destinations

We can't ship to PO Boxes, military APO/FPO addresses, or any country that is currently subject to international trade sanctions. If you place an order to a destination we can't ship to, we'll cancel and refund the order.

Contact

Shipping and tracking questions go to hello@shoppilot.co.nz. Include your order number and we'll get back to you within one working day.