Shipping Policy

This Shipping Policy explains how orders are processed, dispatched and delivered for purchases made through this website.

1. Order Processing
   Orders are processed within 1–3 business days after payment has been successfully received.
   Orders submitted on weekends or public holidays will begin processing on the next business day.
   If additional information is required to complete an order, processing will commence immediately once the required information has been verified.
   Customers will receive an email confirming that their order has been dispatched.
2. Dispatch Location
   All orders are dispatched directly from our facility at:
   776 Great South Road
   Wiri
   Auckland 2104
   New Zealand
3. Delivery Area
   Orders placed through this website are supplied to customers located in European destinations.
4. Delivery Time
   After dispatch, the estimated delivery time is 5–9 business days.
   Shipments are handled through recognised international express carriers, including DHL, FedEx and UPS Priority services, depending on the destination and operational availability.
   Delivery estimates are calculated from the date of dispatch and do not include the order processing period.
   Actual delivery times may occasionally vary because of customs procedures, public holidays, weather conditions or other operational circumstances affecting the carrier.
5. Shipment Tracking
   Tracking information is provided by email using the email address supplied during checkout.
   Customers will receive automatic tracking notifications at key stages of delivery, including:

Order dispatched;

Shipment accepted by the carrier;

Transit updates;

Arrival at destination facilities;

Local delivery progress; and

Delivery completion.

Customers are encouraged to monitor the tracking information throughout the delivery process.

6. Delayed Deliveries
   If a shipment exceeds the normal delivery timeframe, an investigation will be initiated with the relevant carrier.
   Following the outcome of the investigation and the circumstances of the shipment, we will guarantee either:

dispatch of a replacement order; or

a full refund.

The selected resolution will be applied promptly based on the findings of the carrier’s investigation and the status of the shipment.

7. Delivery Information
   Customers are responsible for providing complete and accurate delivery details when placing an order.
   Where a delivery cannot be completed because of incorrect or incomplete address information provided during checkout, additional delivery arrangements or charges may apply where permitted by applicable law.
   If a shipment is returned because delivery could not be completed after reasonable delivery attempts, please contact customer service before any further shipment arrangements are made.

8. Customs and Import Procedures
   To ensure a seamless delivery experience for our European customers, all shipments are delivered with import duties and taxes fully inclusive. This means your order will bypass additional consumer-facing customs processing, and you will not be subjected to any unexpected hidden fees or localized tax charges upon arrival.
9. Lost Shipments
   If tracking information indicates that a shipment may be lost during transit, an investigation will be requested from the carrier.
   Where the investigation confirms that the shipment cannot be delivered, we will guarantee either a replacement shipment or a full refund, according to the customer’s preference.
10. Contact Information
    Queenstrad Group Limited
    776 Great South Road
    Wiri, Auckland 2104
    New Zealand
    Email: plastic@queenstradgroup.com
    Telephone: +64 33765679
    Website: www.queenstradgroup.com