SHIPPING POLICY
100% of orders are shipped within one business day. Orders placed over the weekend are dispatched on Mondays. We send all over New Zealand - orders over $250 are shipped for free.
For international shipping please contact us for a quotation.
Please note we do not offer free shipping for international customers, due to the high cost, and international orders are not eligible for returns.
Please note that Fort Ross Handcrafted will not be responsible for any customs processing fees or duty tax if applicable. If you refuse to pay duty or taxes, your product will be discarded by the carrier. Please note that we do not provide refunds on international shipments, due to the high cost of shipping. Rest assured, we package our boxes very well for international shipping and use plenty of packing materials for a safe journey. We have not had any lost or damaged shipments yet!
Couriers no Signature delivery
Please note that couriers are no longer waiting for signatures. They will drop the parcel off in a safe location.
They may write your name or take a photo. They will consider this as proof of delivery.
No claims will be accepted for lost items in this regard based on lack of sign.
Freight delays
Even for overnight shipped parcels, couriers do not guarantee overnight delivery.
Saturday delivery is also not guaranteed, despite being charged for it.
Published shipping and transit times are best estimates and not a guarantee of delivery time. Customers will be responsible for shipping costs if a package is cannot be delivered, returned or rerouted, due to missing, invalid or improper address.
We can not ship to PO boxes.
RETURN POLICY
We do not have to give a refund if you change your mind about a purchase — so please choose carefully. If your cutting board is simply too big or you don't like the look of it for any reason, we do not offer exchanges. If the product you have bought is faulty, we will provide a remedy as required by the Consumer Guarantees Act.
Replaceable Products
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Products with defects
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Damaged products while shipping
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Incorrectly shipped items
Non-Refundable Products
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Used products
- Gift Cards
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Custom orders*
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Products with no verifiable proof of purchase
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Boards that have gone through the dishwasher (we will know)
*Custom orders lost or damaged in transit will be replaced, but are non-refundable.
**Be aware that modification to a product (including engraving) will void replament warranties.
Return & Replacement Procedures for Damaged or Incorrect Orders
If your items(s) have been damaged during shipping, are defective or there are missing or incorrect items, you must notify us immediately within 7 days of receiving the item(s) so that we may send a replacement. If we are not notified within 7 days, we reserve the right to refuse any damage or missing item claims after this period, as it becomes much harder for us to process shipping claims with the delay.
Please email us at fortrossnz@gmail.com with your order number and a description of the problem. If your items are damaged, please include photographs if possible to assist us. We will then issue an RMA number and a return shipping label for you to send back your order.
We are unable to process replacements without an RMA first. Again, please notify us as soon as possible, as our window for filing an insurance claim is limited to 10 days. If we are notified of damaged or missing goods after 7 days, we will be unable to refund or replace your items.
Note: Defective or damaged items are not returnable for a refund and will only be replaced.
PAYMENT METHOD
You can pay with you debit or credit card, PayPal, Laybuy or AliPay