Shipping policy
Montenzi Limited ("we" and "us") is the operator of (montenzi.nz) ("Website"). Montenzi Limited is a registered business in New Zealand. By placing an order through this Website you will be agreeing to the shipping terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
0. IMPORTANT
► ►► Please note that we cannot be held responsible for packages that have been confirmed as delivered by your local postal service. ◄◄◄
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we may fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.
► We fulfill orders from four locations: USA (Texas), EU (Germany), NZ, and CHINA.
► NEW: We offer a flat rate of $6.95 for domestic shipping to our USA customers for all orders of more than one deck! For a single deck, the shipping cost is $6.20.
► For customers outside of the USA (excluding NZ/AU), we recommend selecting the "Shipping from the EU" option when purchasing between 1-8 decks or more than 12 decks. This will provide you with better international shipping rates, no matter where you are, even in Canada. The shipping rates are the same from both the USA and EU if you are only buying one deck.
► Customers located in the EU should always select the EU shipping option if a deck is currently stocked in our EU warehouse.
► If you buy decks from two locations, you will have to pay for two parcels. Whenever possible, order all decks from a single warehouse to save on shipping.
► Shipping from our Chinese warehouse is always EU-friendly!
3. Returns
3.1 Return Due To Change Of Mind
We will accept returns due to change of mind as long as a request to return is received by us within 15 days of receipt of item and are returned to us in original packaging, unused condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
We will refund the value of the goods returned but will NOT refund the value of any shipping paid.
Please read more about our Refund Policy
3.2 Warranty Returns
We will honor any valid warranty claims, provided a claim is submitted within 15 days of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect us to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, USA/Germany/NZ domestic shipments are in transit for 1 - 10 days.
USA transit time: 2-14 business days
NZ transit time: 1-3 business days
GERMANY transit time: 2-14 business days
Please note that domestic shipping within the specified countries (e.g., USA to USA, NZ to NZ, Germany to Germany) offers the most cost-effective option compared to shipping to other destinations from any of our three warehouses.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 7 - 21 days. However, this duration can vary significantly based on the selected warehouse and the destination country.
4.3 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of order.
Our warehouses operate on Monday - Friday during standard business hours, except on national holidays at which time they will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
We will ship to P.O. box addresses using standard postal services only. We are unable to offer couriers services to these locations. Shipping to P.O. boxes is subject to availability.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the delivery service provider and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Duties & Taxes
7.1 New Zealand GST Tax
Montenzi Limited is a GST-registered business. New Zealand GST has already been applied to the price of the goods as displayed on the website. NZ GST is only applicable when shipping orders to addresses within New Zealand. Customers outside of New Zealand are not subject to this tax.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy.
9. Insurance
Parcels are insured for loss and damage, but please note that this option is subject to availability and is not guaranteed by us.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the postal service provider has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the postal service provider has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us or use this contact form