Shipping policy
Last updated: 17 May 2026
HB21 Limited ships orders within New Zealand only.
Dispatch timeframes
We aim to dispatch most in-stock items within 1 to 2 business days after your order has been placed and payment has cleared.
If we are unable to dispatch within this timeframe, we will contact you with an update.
Some products may ship from HB21 directly, while others may be dispatched from a supplier, distributor, warehouse, or freight partner. This helps us provide faster delivery and access to a wider product range within New Zealand.
Pre-orders and backorders
Pre-order and backorder items will be dispatched as new stock arrives. Where available, the estimated arrival date of the next shipment is shown on the product page.
If the estimated arrival date changes after your order has been placed, we will contact you with an update.
Delivery timeframes
Delivery timeframes vary depending on the courier service, product size, delivery location, rural delivery, public holidays, weather events, supplier dispatch times, and courier or freight network delays.
As a general guide, delivery usually takes 2 to 7 business days after dispatch.
Delivery timeframes are estimates only and are not guaranteed unless confirmed by HB21 Limited in writing.
Tracking
Where tracking is available, we will provide tracking details after dispatch.
Most courier and freight services require a valid phone number. Please ensure your name, delivery address, email address, phone number, and delivery instructions are accurate when placing your order.
Shipping costs
Shipping costs, free-shipping offers, minimum order values, freight exclusions, and surcharges may vary depending on the product, delivery address, rural delivery status, weight, size, dangerous goods classification, supplier dispatch method, and selected shipping service.
Any applicable shipping charges will be shown at checkout, where available.
Some bulky, heavy, lithium battery, solar panel, dangerous goods, or freight-only items may require a custom freight quote or alternative delivery arrangement.
Delivery areas
HB21 Limited ships to addresses within New Zealand only.
We do not ship to PO Boxes or NZ Post Private Bags.
Some bulky, heavy, lithium battery, solar panel, or dangerous goods items may not be suitable for all delivery addresses. In some rural or remote areas, delivery may only be available to the nearest freight depot or an agreed collection point.
If there is an issue with your delivery address, we will contact you.
Third-party couriers and freight providers
HB21 Limited uses third-party courier, freight, warehouse, and supplier dispatch providers.
Delivery delays, depot delays, missed delivery attempts, rural delivery delays, weather events, public holiday delays, courier network delays, and other delivery issues outside HB21 Limited’s direct control may occur.
Where tracking has been provided, customers are encouraged to contact the courier directly for routine delivery enquiries, including redelivery requests, depot collection, missed delivery cards, address clarification, redirection requests, or delivery instruction updates.
HB21 Limited may assist with delivery investigations where reasonable, but we may require the customer to first check the tracking information and contact the courier where the issue relates to routine delivery handling.
Incorrect delivery details
Customers are responsible for providing accurate delivery details at checkout.
HB21 Limited is not responsible for delays, failed delivery, additional freight charges, return-to-sender costs, redelivery costs, or loss caused by incorrect, incomplete, or unsuitable delivery information supplied by the customer, to the extent permitted by law.
If an item is returned to HB21 Limited or a supplier due to incorrect delivery details, the customer may be required to pay any additional freight or handling costs before the order is resent.
Authority to leave
If you request authority to leave, unattended delivery, delivery to a safe place, or similar delivery instruction, this is at your own risk once the courier records the parcel as delivered.
Where tracking confirms that an item has been delivered in accordance with an authority-to-leave or customer-provided delivery instruction, HB21 Limited may not be responsible for loss, theft, weather damage, or damage occurring after delivery, to the extent permitted by law.
Damaged, missing, or incorrect deliveries
Please inspect your order as soon as possible after delivery.
If your order arrives damaged, incomplete, incorrect, or appears to have been mishandled in transit, please contact HB21 Limited as soon as possible at: sales@hb21.co.nz
Please include:
- Your order number
- Photos of the outer packaging
- Photos of the inner packaging
- Photos of the damaged product
- A description of the issue
- Any courier notes or tracking information
Please keep the product, all packaging, labels, inserts, and courier packaging until the issue has been reviewed.
Where a parcel is delayed, missing, damaged, incorrectly delivered, or subject to a courier claim, HB21 Limited may need to investigate the matter with the courier, supplier, warehouse, or freight provider before confirming the next step.
HB21 Limited is not responsible for courier delays or service failures outside our direct control. However, nothing in this policy limits any rights you may have under New Zealand law.
Dangerous goods and lithium battery shipping
Some products, including portable power stations, lithium batteries, extra batteries, and related products, may require special freight handling.
Returns or warranty shipments for lithium battery products must not be sent without first contacting HB21 Limited and receiving return instructions.
Contact
For shipping questions, contact:
Email: sales@hb21.co.nz
Phone: 022 302 3072