Shipping & Collection Policy

We want getting your gear to be as straightforward as buying it. This policy explains shipping, delivery and collection arrangements for purchases from The Tack House.

NEW ZEALAND SHIPPING

The Tack House ships eligible products throughout New Zealand.

Shipping charges will either be displayed at checkout, advised before your order is confirmed, or quoted separately for items requiring special freight arrangements.

Shipping costs may vary depending on the size, weight, value and destination of your order.

Where several items are purchased together, we will combine shipping where reasonably practical.

PROCESSING ORDERS

We aim to process and dispatch orders as promptly as possible.

Processing times may vary during weekends, public holidays, busy periods or where an item requires special packaging or freight arrangements.

Once an order has been dispatched, delivery timeframes are controlled by the courier or freight provider and are therefore estimates rather than guaranteed delivery dates.

If there is an unexpected delay in dispatching your order, we will contact you where appropriate.

PRE-LOVED ITEMS

Many items sold by The Tack House are individual pre-loved pieces and may only be available in a quantity of one.

Purchasing an item online does not create additional stock of that item.

In the unlikely event that an item has been sold simultaneously through another sales channel or is otherwise unavailable, we will contact you promptly and arrange an appropriate refund.

SADDLES AND OVERSIZED ITEMS

Saddles and other large, heavy or unusually shaped items may require specialised packaging or freight. Shipping charges for these items may be calculated separately from our standard shipping rates. Where necessary, we will contact you before dispatch to confirm the freight arrangements and any additional cost.

HIGH-VALUE ITEMS

We will use tracked, signature-required or other appropriate delivery services for higher-value purchases. For particularly valuable items, we may contact you to confirm delivery details before dispatch.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address. Please check your shipping information carefully before completing your order.

If you notice an error after placing your order, contact The Tack House as soon as possible. We cannot guarantee that an address can be changed once an order has been dispatched.

Additional courier or freight costs resulting from an incorrect or incomplete address may be payable by the customer where appropriate.

TRACKING

Where tracking is available, tracking information will be provided after your order has been dispatched. Please monitor your tracking information and contact us promptly if your parcel appears to be significantly delayed, damaged or missing.

COURIER DELAYS

Once an order has been collected by a courier or freight provider, delivery is outside the direct control of The Tack House. While we will reasonably assist with genuine delivery issues, we cannot guarantee courier delivery timeframes or be responsible for delays outside our control, subject always to your rights under applicable New Zealand law.

LOST OR DAMAGED PARCELS

If your parcel arrives damaged, please photograph the packaging and the item before disposing of any packaging and contact The Tack House as soon as possible.

If an order appears to have been lost in transit, please contact us promptly so that we can investigate with the relevant courier or freight provider.

Courier companies may impose time limits for lodging claims, so it is important that delivery problems are reported to us promptly.

We will work with you and the relevant carrier to resolve legitimate lost or damaged freight issues.

Nothing in this section limits any rights you may have under applicable New Zealand consumer law.

AUTHORITY TO LEAVE

Where a customer requests, selects or authorises a parcel to be left without a signature, the delivery may be subject to the terms of the relevant courier provider. We recommend considering the value of your order and the security of your delivery location before authorising an unattended delivery.

RURAL DELIVERY

Additional charges or longer delivery timeframes may apply to rural addresses. Please ensure your address is correctly identified as rural when placing an order where applicable.

LOCAL COLLECTION

Customers are welcome to collect purchases directly from The Tack House in Waimate by arrangement. Please wait until we have confirmed that your order is ready before travelling to collect it. Collection times may be arranged directly with The Tack House. Identification or confirmation of the order will be requested when collecting purchases.

BUYER COLLECTION OF PRE-LOVED GOODS

Once a buyer has completed the purchase of a pre-loved item, collection should be arranged within a reasonable timeframe. If you cannot collect promptly, please let us know so that alternative arrangements can be made.

UNCOLLECTED PURCHASES

If a paid purchase remains uncollected for an extended period, we will make reasonable attempts to contact the buyer using the contact details provided. Any uncollected goods will be dealt with in accordance with applicable New Zealand law.

COLLECTION OF CONSIGNMENT ITEMS FROM SELLERS

The Tack House may offer collection of suitable sale-on-behalf items from sellers in selected areas. Collection availability will depend on location, the quantity and type of equipment, and our planned travel schedule. Collection is by prior arrangement and is not guaranteed for every consignment. The Tack House may combine collections from several sellers into scheduled collection runs. Any applicable collection charge will be discussed with the seller before collection is confirmed.

SELLER DROP-OFF

Sellers are welcome to bring accepted consignment items to The Tack House by arrangement. Please contact us before bringing gear so that we can confirm a suitable time and ensure we are able to receive and record your items correctly. Consignment items are subject to our Selling on Behalf Policy and Seller Consignment Agreement.

RETURN SHIPPING

Where an item is being returned, the shipping arrangements and responsibility for freight costs will depend on the reason for the return. Please refer to The Tack House Returns, Refunds & Exchanges Policy for full details. Customers should not send an item back without contacting The Tack House first.

SHIPPING OUTSIDE NEW ZEALAND

Unless otherwise stated, our standard shipping service is within New Zealand.

CONTACT US

If you have questions about shipping, collection or an existing order, please send us an email: info@thetackhouse.co.nz