Effective Date: April 30, 2026
1. INTRODUCTION
Thank you for visiting and shopping at URBAN TRAVELLER LIMITED. We are dedicated to delivering our premium travel gear to you in a timely and secure manner.
This Shipping Policy outlines our shipping terms, conditions, and procedures. By placing an order on our website, you agree to the terms set forth in this policy.
2. ORDER PROCESSING TIME
All orders are processed within 1 to 3 business days (excluding weekends and public holidays in New Zealand) after receiving your order confirmation email.
- Cut-Off Time: Orders placed after 2:00 PM (NZST) will be processed starting the next business day.
- High Volume Periods: During peak holiday seasons, promotional events, or sale periods, processing times may be slightly extended.
- Pre-Orders: If your order contains a pre-order item, the entire order will ship once the pre-order item becomes available in stock, unless you request separate shipments.
3. SHIPPING RATES & ESTIMATES
Shipping charges for your order will be calculated and displayed at checkout. We offer several shipping options depending on your location and urgency.
A. Domestic Shipping (Within New Zealand)
- Standard Courier: Estimated delivery in 2 to 5 business days.
- Express Courier: Estimated delivery in 1 to 2 business days.
- Free Standard Shipping may be offered on local orders over a certain threshold as specified on our website banner.
B. International Shipping
We are proud to ship our travel gear globally.
- Regional Shipping (Australia): Estimated delivery in 5 to 10 business days.
- Rest of the World: Estimated delivery in 7 to 21 business days, depending on the destination country and local postal services.
Please Note: Delivery delays can occasionally occur due to extreme weather, carrier strikes, or customs clearance procedures which are beyond our control.
4. SHIPMENT CONFIRMATION & ORDER TRACKING
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number. The tracking information is typically updated within 24 to 48 hours by the shipping carrier.
5. CUSTOMS, DUTIES, AND TAXES
For international orders shipped outside of New Zealand:
- Customer Responsibility: We are not responsible for any customs, duties, or import taxes applied to your order. All fees imposed during or after shipping are the sole responsibility of the customer.
- Refusal of Package: If you refuse a shipment due to unexpected customs charges, the package will be returned to us. In this case, any return shipping fees and original shipping costs incurred by us will be deducted from your final refund.
6. SHIPPING ADDRESS ACCURACY
It is the customer’s responsibility to ensure that the shipping address entered at checkout is correct, complete, and accurate. We are not responsible for orders shipped to an incorrect address provided by the customer.
7. LOST, STOLEN, OR DAMAGED PACKAGES
We are not liable for any products damaged or lost during shipping. However, we want you to have a positive experience, and we will assist you in resolving the issue with the carrier. If you received your order damaged, please save all packaging materials and damaged goods and contact our support team within 48 hours of delivery.
8. CONTACT INFORMATION
If you have any questions about the shipment or delivery of your order, please reach out to us:
- Company Name: URBAN TRAVELLER LIMITED
- Website: urban-traveller.com
- Email: cloudnuzzl@urban-traveller.com
- Mailing Address: 12 Arran Road, Browns Bay, Auckland 0630, New Zealand
- Phone Number: +64 284117527