Política de envío

Order Processing & Dispatch

 

All Signature Tools products are shipped from our warehouse in New Zealand.

Generally, products are dispatched within 2-3 working days. We will notify you if your product cannot be dispatched within this timeframe.

 

Fraud Prevention

To ensure the security of all transactions, you may be required to provide additional information for verification purposes. Signature Tools reserves the right to cancel any suspicious orders.

 

Order Changes, Cancellation & Responsibility

 

To get your premium gear to you as quickly as possible, our order processing begins immediately. You may be required to provide additional information for fraud prevention verification purposes. If you need to cancel or modify your order, please note that the following strict policy applies depending on the fulfillment stage of your order:

• Before a Tracking Number is Allocated: A 4% cancellation fee will be deducted from your refund. This covers the non-refundable merchant payment processing fees incurred when your initial order was placed.
  
  
• After a Tracking Number is Allocated (Prior to Courier Pickup): A 15% restocking fee will apply. At this stage, our warehouse team has already completed the pick-and-pack process, your shipping label has been generated, and your parcel is physically sealed and sitting in our dispatch bay ready for collection.
  
  
• After Courier Pickup (In Transit): Once the package has been scanned and picked up by the courier, it is no longer in our hands. We cannot modify, reroute, or cancel the order. Any cancellations or refusal of delivery at this stage will be strictly treated as a Standard Return. You will be responsible for all related costs, including the return shipping fee and our standard restocking fee, which will be deducted prior to issuing any refund.
  
  

• Transfer of Responsibility: Once your order is successfully delivered to the address you provided, all responsibility for the product transfers to you. Signature Tools cannot be held responsible for theft, loss, or any other unfortunate event that occurs after delivery.

• Incorrect Address: We are not responsible for the loss or damage of goods that are delivered to an incorrect address provided by you.

 

Estimated Delivery Times

 

• New Zealand: 1-3 working days

• International Express Courier: 3-10 working days

• International Economy Shipping: 5-21 working days

Please note: Delivery may take up to 14 days in total depending on location and customs processing. Please contact us if you have not received your product within this time.

 

New Zealand Customers

Delivery charges will be added to each order and shown as a separate item before you choose to enter your payment details and send the order to be processed.

Should your order incur an additional charge (outside of standard delivery), we will advise you prior to processing your order.

 

International Customers

Please read the following carefully to avoid any delays and overpaying.

• Customs, Taxes, and Duties: The customs taxes and duty for international orders are to be paid by the customer unless otherwise agreed.
  We advise you to refer to your local authority, as each country has a different threshold for the 'Tax-Free' value for shopping overseas.
  For example, searching '[Your Country] import tax-free limit' will show information about the regulations.
  We do NOT offer any legal advice regarding any rules and regulations as they change all the time.

• Surcharges for High-Risk & War Zones: Please be aware that shipping carriers may impose additional surcharges for deliveries to high-risk areas or declared war zones, and other conflict regions.
  If such a surcharge is applied to your order, we will advise you prior to processing the shipment.
  
  

• Unpaid Customs Duties & Taxes: If a shipment is refused or returned to sender due to unpaid customs duties or taxes, the customer will be fully responsible for all associated costs. This includes the return shipping costs, any re-entry import taxes charged by the New Zealand government, and our standard 15% restocking fee. Original shipping cost is non-refundable.

  Non-Response to Customs Broker Contact

  For international shipments, your local customs broker or courier (e.g. FedEx, DHL, UPS) will contact you directly to arrange payment of duties, taxes, or to request clearance information. It is your responsibility to respond to this contact promptly and to ensure your phone number and email address provided at checkout are accurate and monitored, including checking spam/junk folders.

  If you do not respond to the broker's or courier's contact attempts within 5 business days of their first attempt, your shipment will be treated as a Deemed Refusal and processed under the "Unpaid Customs Duties & Taxes" terms above, in addition to the provisions below.

  Cost Recovery: Where a shipment is delayed, held, returned, or abandoned due to non-response, you are responsible for the full and actual cost this causes us, including but not limited to:

  • Broker or courier demurrage, storage, and detention fees (these accrue daily and are not capped)
  • Re-attempt or administrative fees charged by the broker or courier
  • Return shipping costs and NZ re-entry import taxes
  • Our standard 15% restocking fee

  U.S. Orders: For orders shipped to the United States, these costs are recovered in addition to, not instead of, the import duty and tax billed by US Customs on entry ($80 USD flat rate), as set out in our Terms and Conditions and Return Policy. This duty and tax is billed by US Customs regardless of whether entry is ultimately successful or fails, and does not offset third-party demurrage or storage charges, which can exceed this amount and will be invoiced or deducted from any refund in full.

  STRICT POLICY: As with unpaid customs duties, if total accrued costs exceed the original value of the product, the package will be abandoned at destination customs and strictly no refund or store credit will be issued.

  
  
  
  
  

General Terms

 

• Shipping Insurance: We strongly recommend adding shipping insurance to your order. Insured shipments are guaranteed a replacement or refund in the event of loss or damage in transit. For uninsured shipments, we will assist you in lodging an investigation and claim with the carrier; however, any replacement or refund is subject to the outcome of the carrier's claim process and is not guaranteed. Nothing in this clause limits your rights under the Consumer Guarantees Act 1993 where it applies.

• Address Restrictions: We cannot deliver to a PO box or any address which we deem suspicious. 
  For PO Boxes, we may be able to help with a third party shipping company, please contact us for further information. 

• Damaged Goods: Should you feel that your goods do not arrive in good condition, please contact us immediately.