Shipping policy

Shipping Policy

Last updated: 7 October 2026.

At Wolves Den, every order is prepared with care before being released to the pack.

This Shipping Policy explains where we deliver, how orders are processed, estimated delivery timeframes, shipping charges and what to do if there is an issue with your delivery.

This policy should be read together with our Terms of Service, Privacy Policy and Returns and Refund Policy.

Shipping Locations

New Zealand

Wolves Den currently ships to residential, business and other eligible delivery addresses throughout New Zealand.

Shipping availability and charges will be confirmed at checkout based on your delivery address and selected shipping method.

International Shipping

We currently ship to Australia, the United Kingdom and the United States, as well as throughout New Zealand. Available delivery options and shipping charges are displayed at checkout.

Order Processing

Orders are generally processed within:

Orders are usually processed and dispatched within 1–3 business days of payment confirmation. During launches, sales and public holidays, processing may take longer.

Processing time begins after:

Your order has been successfully submitted
Payment has been authorised
Any fraud or security checks have been completed

Orders are not normally processed, dispatched or delivered on weekends or New Zealand public holidays.

During product launches, limited releases, promotional periods, public holidays or periods of unusually high demand, processing may take longer.

Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information where tracking is available.

Pre-Orders

Products available for pre-order will be clearly identified on the applicable product page.

The estimated dispatch date shown for a pre-order is an estimate only and may change because of production, quality-control, freight, customs or other circumstances outside our reasonable control.

If your order contains both in-stock and pre-order products, the full order may be held and shipped together when the pre-order product becomes available, unless otherwise stated.

Where separate shipping is available, additional shipping charges may apply.

We will contact you if a significant delay affects your pre-order.

New Zealand Shipping Charges

Shipping charges are calculated and displayed at checkout before payment is completed.

Our New Zealand shipping options may include:

Standard delivery
Rural delivery
Express delivery, where available
Free shipping promotions, where offered

Rural deliveries may incur an additional charge and may take longer than deliveries to urban addresses.

Any free-shipping threshold or promotion will be subject to the terms displayed on our website at the time of purchase.

New Zealand Delivery Timeframes

Delivery times vary by destination and courier service. Please allow additional time for rural addresses. Order processing takes place before courier transit begins. Tracking details will be emailed once your order has been dispatched. If you need an order by a particular date, contact info@wolvesden.co.nz before purchasing.

These timeframes are estimates only and begin from the date of dispatch, not the date the order was placed.

Delivery may be affected by courier network delays, severe weather, public holidays, peak sales periods, incorrect addresses or events outside our reasonable control.

We will take reasonable steps to deliver your order within the timeframe stated or, where no timeframe is stated, within a reasonable period.

Order Tracking

Where tracking is available, tracking details will be sent to the email address provided with your order.

Please allow time after receiving the dispatch confirmation for the courier’s tracking system to update.

You are responsible for monitoring your tracking information and contacting us promptly if you notice an issue.

Tracking updates are supplied by the applicable courier and may occasionally be delayed or incomplete.

Delivery Addresses

Please carefully review your delivery address before submitting your order.

You are responsible for providing a complete and accurate delivery address, including:

Street number and street name
Unit or apartment number
Suburb
City
Postcode
Rural delivery number, where applicable
Any necessary access or delivery instructions

Wolves Den is not responsible for delays or additional costs caused by incorrect or incomplete delivery information supplied by the customer.

If you notice an address error, contact us immediately at:

info@wolvesden.co.nz

We will attempt to update the address where possible, but we cannot guarantee that changes can be made after an order has entered processing or has been dispatched.

Authority to Leave

Where you or the courier selects an authority-to-leave option, the parcel may be left at the delivery address without obtaining a signature.

Please select a secure delivery location.

The availability and conditions of authority-to-leave services are determined by the applicable courier.

Nothing in this section limits your rights where the parcel was not delivered in accordance with the agreed delivery instructions or applicable consumer law.

Apartment Buildings and Secure Premises

For deliveries to apartments, gated properties, workplaces or other secure premises, you must ensure that the courier can access the location.

Please include any relevant:

Apartment or unit number
Building name
Reception information
Gate instructions
Access details

Do not include sensitive security codes in delivery instructions unless you are comfortable providing them to the courier.

Where access is unavailable, the courier may leave a collection card, attempt redelivery or return the parcel to us.

Delivery Attempts and Unclaimed Orders

If no one is available to receive your order, the courier may:

Leave the parcel in a safe location
Leave instructions for collection
Transfer it to a collection point
Attempt delivery again
Return it to Wolves Den

You are responsible for following the courier’s collection or redelivery instructions within the required timeframe.

If an order is returned to Wolves Den because it was:

Unclaimed
Refused
Incorrectly addressed
Undeliverable because of information supplied by the customer

we will contact you to discuss redelivery.

Additional shipping charges may apply before the order is resent.

If you request a refund instead of redelivery, the refund may exclude original and return shipping costs actually incurred by Wolves Den, to the extent permitted by law.

Split Shipments

We may occasionally dispatch an order in more than one parcel because of product availability, packaging requirements or fulfilment arrangements.

If your order is split into multiple shipments, you may receive more than one tracking number.

You will not ordinarily be charged additional shipping fees where Wolves Den chooses to split an order after it has been accepted.

Delayed Orders

Courier and delivery timeframes are estimates and delays can occasionally occur.

If your tracking has not updated for several business days or your order has not arrived within the estimated timeframe, contact us at:

info@wolvesden.co.nz

Please provide:

Your full name
Order number
Delivery address
Tracking number, where available

We will investigate the delivery with the courier and keep you informed.

Where Wolves Den arranged the delivery, we will work with the courier to resolve the issue rather than requiring you to manage the courier claim alone.

Lost Orders

If you believe your order has been lost, please contact us promptly.

We may need to complete an investigation with the courier before confirming whether a parcel is lost.

If the order is confirmed as lost before valid delivery, Wolves Den will provide an appropriate remedy, which may include:

Sending a replacement, subject to availability
Providing store credit, with your agreement
Providing a refund

The appropriate remedy will depend on the circumstances and your rights under applicable law.

Damaged Deliveries

Please inspect your parcel and products as soon as possible after delivery.

If your order arrives damaged, contact us promptly at:

info@wolvesden.co.nz

Please include:

Your order number
A description of the damage
Clear photographs of the damaged product
Photographs of the parcel and packaging
A photograph of the courier label

Please retain the product and all packaging until we confirm whether they are required for assessment or collection.

Where the product was damaged before or during delivery, we will provide an appropriate remedy in accordance with our Returns and Refund Policy and New Zealand consumer law.

Incorrect or Missing Products

If you receive the wrong product or an item is missing from your order, contact us promptly.

Please include:

Your order number
Details of the missing or incorrect product
Photographs of the products received
Photographs of the parcel, packaging and courier label

Once confirmed, Wolves Den will arrange an appropriate remedy at no additional cost to you.

International Shipping

We offer international shipping to Australia, the United Kingdom and the United States. Available shipping services and charges are shown at checkout. Delivery times vary by destination and may be affected by customs clearance and local courier networks.

International orders may experience delays because of customs clearance, border processing, local courier networks, public holidays or other circumstances outside our reasonable control.

Tracking availability will depend on the destination and delivery service selected.

International Duties, Taxes and Customs Fees

International orders may be subject to:

Import duties
Customs charges
Local taxes
Brokerage fees
Border-processing fees
Other charges imposed by the destination country

Unless expressly stated at checkout, these charges are not included in the product price or Wolves Den shipping charge.

The customer is responsible for paying any duties, taxes or fees imposed by the destination country.

Wolves Den does not control these charges and cannot confirm the amount before delivery.

Before ordering, international customers should check the relevant import and customs requirements in their country.

International Customs Information

You are responsible for providing any information reasonably required for international customs clearance.

Wolves Den will accurately declare the contents and value of international parcels as required by law.

We will not:

Mark a commercial order as a gift
Declare an order at a false value
Provide inaccurate customs information
Alter documentation to avoid duties or taxes

Customs authorities may open or inspect international parcels.

Wolves Den is not responsible for customs delays, but we will provide reasonable assistance where information from us is required.

International Delivery Restrictions

Some products or destinations may be unavailable for international shipping because of:

Courier restrictions
Customs requirements
Import laws
Sanctions or trade restrictions
Address limitations
Service interruptions
Excessive shipping risk or cost

We may decline or cancel an international order if we cannot lawfully or reasonably deliver it.

If an order is cancelled for this reason, any amount paid for the cancelled order will be refunded using the original payment method.

Refused or Unclaimed International Orders

If an international order is refused, unclaimed or returned because duties, taxes or customs charges were not paid, Wolves Den may deduct the following from any refund, to the extent permitted by law:

Original international shipping charges
Return shipping costs
Customs charges paid by Wolves Den
Courier handling or processing fees

A refund will only be considered after the parcel has been safely returned to and inspected by Wolves Den.

Wolves Den is not responsible for a parcel that is destroyed, abandoned or retained by customs because the customer refused the delivery or failed to meet local import requirements, except where the issue resulted from an error by Wolves Den.

International Returns

International returns are managed under our Returns and Refund Policy.

Unless the product is faulty, damaged, incorrect or otherwise covered by applicable consumer law, the customer will generally be responsible for international return shipping costs.

Original shipping charges, duties, taxes and customs fees may not be refundable.

Customers should contact us and receive return instructions before sending an international order back.

Delivery Risk and Consumer Rights

Where Wolves Den arranges delivery, we remain responsible for ensuring that your order is delivered in accordance with applicable New Zealand consumer law.

Nothing in this Shipping Policy excludes or limits your rights under the: