dbsorb Acoustic Systems Shipping Policy

Last updated: February 5, 2025

dbsorb Acoustic Systems (“we” and “us”) is the operator of https://dbsorbshop.co.nz/. By placing an order through our website, you agree to the following terms. These terms are designed to ensure that both parties understand and agree to our service conditions.

1. Shipping Costs

• FREE LOCAL PICKUP (Auckland)
  Free in-store pickup is available Monday – Friday, from 9:00 am to 3:00 pm. An email notification will be sent when your order is ready for pickup. Please verify product dimensions and order size to ensure that your pickup vehicle is suitable. For additional information regarding your order, contact us at sales@dbsorb.co.nz.

• Courier Shipping

  • Small Items: A flat fee of NZD $100 per item for shipments anywhere in New Zealand.
  • Non-Palletised Oversized Items: A flat fee of NZD $200 per order, shipping anywhere in New Zealand.
  • Palletised Items: A flat fee of NZD $350 per order.
    Please note that we reserve the right to pass on additional charges for non-standard orders (large orders or deliveries to challenging locations). We will contact you directly to discuss any extra charges before processing your order.

Payment for standard shipping charges will be collected at the time of purchase.

2. Returns & Refunds

In general, dbsorb Acoustic Systems does not accept returns for change of mind. Returns will only be accepted if a mutual agreement has been reached between you and dbsorb Acoustic Systems, in line with our Refund & Return Policy.

• Requesting a Return:

  • You must contact us within 30 days of receiving your item at sales@dbsorb.co.nz to discuss a return.
  • If a return is mutually agreed upon, we will provide you with a return shipping label and detailed instructions on how and where to send your package.
  • Items returned without a prior mutual agreement will not be accepted.

• Eligibility for Return:

  • To be eligible for a return under a mutual agreement, the item must be in the same condition in which you received it—unused, unworn, with tags intact, and in its original packaging.
  • You must also provide the receipt or proof of purchase with your return.

• Damages and Issues:

  • Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us at sales@dbsorb.co.nz as soon as possible. We will evaluate the issue and work with you to resolve it.
  • Our mutual agreement return process does not affect your rights under New Zealand consumer law regarding faulty or misrepresented items.

For further details, please refer to our complete Refund & Return Policy.

3. Delivery Terms

3.1 Domestic Transit Time
Domestic shipments are typically in transit for 1–4 days.

3.2 Dispatch Time
Orders are generally processed and dispatched within three weeks of order confirmation. Our warehouse operates Monday – Friday during standard business hours, except on national holidays. During holidays, there may be a slight delay; however, we strive to minimise any disruptions.

3.3 Change of Delivery Address
Delivery address changes can be made at any time before the order has been dispatched. Please contact us immediately with any changes.

3.4 P.O. Box Shipping
We do not ship to P.O. box addresses.

3.5 Out-of-Stock Items
If an item is out of stock, we will hold your order and dispatch the available items once the out-of-stock item is restocked.

3.6 Delayed Delivery
If your delivery exceeds the expected transit time, please contact us so we can investigate the matter.

4. Tracking Notifications

Once your order is dispatched, you will receive a tracking link that allows you to monitor the progress of your shipment via the latest updates provided by our shipping carrier.

5. Parcels Damaged in Transit

If you receive a parcel that is damaged in transit, please, if possible, reject it from the courier and contact our customer service immediately. If the parcel is delivered in your absence, please contact us with the next steps.

6. Duties & Taxes

6.1 Sales Tax
All applicable sales taxes are included in the displayed price of the goods on our website.

7. Cancellations

If you wish to cancel your order, please note that cancellations are accepted within 48 hours of placing the order. After 48 hours, please refer to our Refund & Return Policy for further assistance.

8. Insurance

All parcels are insured for loss or damage up to the value stated by the courier.

• 8.1 Damaged Parcels:
  We will process a refund or replacement as soon as the courier completes their investigation into any reported damage.

• 8.2 Lost Parcels:
  Refunds or replacements will be processed as soon as the courier confirms that the parcel is lost.

9. Customer Service

For all customer service inquiries, please contact us via our General Inquiry page or email us at sales@dbsorb.co.nz.

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This Shipping Policy is subject to change. Please review it periodically for any updates. Your continued use of our website indicates your acceptance of any modifications made to this policy.