Shipping Policy

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has been shipped.

For “same day” processing taonga must be purchased before 2pm New Zealand Standard time. Shipping is free within New Zealand via New Zealand Couriers. Shipping is also free internationally for purchases $150 and over via DHL Express. Delivery times may vary during busy holiday seasons due volume or postal services.

In-store pickup

If you would like to pick up your item personally and meet the artists behind the scene, you can pick up your taonga, by appointment only, from 202 Seddon Road in Maeroa, Hamilton. Our in-store pickup hours are 9am-3pm on Monday-Friday. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pickup within 1 business day. Please have your order confirmation email with you when you come.

International Shipping

We offer international shipping to the countries serviced by DHL including over 220 countries worldwide. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Sands Carving Studio is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 2 working days for New Zealand customers, and 10 working days for international customers of receiving your shipping confirmation email, please contact us at contact@sandscarvingstudio.com with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

We are unable to deliver to P.O. boxes in New Zealand.

Refunds, returns, and exchanges

We accept returns up to 10 working days after delivery, if the item is unused and in its original condition. We will refund the full order amount minus the shipping costs.

In the event that your order arrives damaged in any way, please email us as soon as possible at contact@sandscarvingstudio.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at contact@sandscarvingstudio.com