Effective Date: June 24, 2026
1. Overview
Welcome to Rex Homes Limited (“we,” “our,” or “us”). We strive to deliver your orders from rex-homes.com (the “Site”) in a secure, efficient, and timely manner.
This Shipping Policy details our delivery areas, processing times, shipping costs, and tracking procedures. By completing a purchase on our Site, you acknowledge and agree to the terms outlined below.
2. Shipping Destinations
We primarily provide shipping services within New Zealand and to select international destinations.
- Domestic Shipping: We ship to both the North Island and South Island, including residential, commercial, and rural addresses.
- PO Boxes and Military Addresses: Please note that we cannot ship large, bulky items or high-value parcels to PO Boxes or Private Bags. A physical street address is required at checkout to ensure successful delivery.
- International Shipping: For orders outside of New Zealand, delivery availability depends on regional carrier networks. Some heavy or oversized items may be restricted from international transit.
3. Order Processing and Handling Times
- Standard Processing: All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after we receive your payment confirmation.
- High-Volume Exceptions: During peak holiday seasons, promotional events, or sale periods, processing may take up to 5 business days. We will notify you via email if your shipment faces a significant delay.
- Order Cut-Off Time: Orders placed after 2:00 PM (NZST) on Friday, or anytime during Saturday and Sunday, will begin processing on the following Monday morning.
4. Shipping Rates and Estimated Delivery Times
We offer different shipping methods depending on your location and the size of your order. All delivery timeframes listed below are estimates provided by our courier partners and begin after the order has been processed and shipped.
Domestic Shipping (Within New Zealand)
- Standard Courier (Major Urban Areas): 2 to 4 business days. Cost calculated at checkout based on package weight.
- Rural Delivery (RD Addresses): 4 to 7 business days. A rural surcharge may apply.
- Oversized / Bulky Items: 5 to 10 business days. Requires special freight handling.
International Shipping
- International Standard: 7 to 21 business days, depending on the destination country and customs clearance procedures.
- International Express: 3 to 7 business days via premium global couriers.
Note: Shipping fees are completely non-refundable once the package has been dispatched from our facility.
5. Order Tracking
Once your package is dispatched, we will send an automated shipping confirmation email to the address you provided. This email will contain:
- The name of the carrier company (e.g., NZ Post, DHL, or regional freight).
- Your unique tracking number.
- A direct link to track your package in real-time.
Please allow up to 24 hours for the tracking information to update on the courier’s website after receiving your confirmation email.
6. Customs, Duties, and Taxes for International Orders
Rex Homes Limited is based in New Zealand. If you place an order for delivery outside of New Zealand, your package may be subject to import duties, taxes, and customs clearance fees levied by the destination country.
- Customer Responsibility: All additional charges for customs clearance must be paid entirely by the recipient. We have no control over these charges and cannot predict what they may be.
- Customs Delays: Customs policies vary widely from country to country. Delies caused by local customs inspections are beyond our operational control and are not factored into our estimated delivery windows.
7. Incorrect Shipping Addresses and Undeliverable Packages
- Verify Your Details: It is the customer’s sole responsibility to ensure that the shipping address entered at checkout is completely accurate and complete.
- Redelivery Fees: If a package is returned to us by the courier due to an incorrect address, insufficient details, or because it went unclaimed, you will be responsible for the actual shipping costs required to resend the package.
- Address Corrections: If you notice an error in your shipping details after placing an order, contact us immediately at petalzz@rex-homes.com. Once a package has been handed over to the courier, we cannot modify the delivery address.
8. Lost, Missing, or Damaged Shipments
We pack all items securely to ensure they arrive in perfect condition. However, issues can occasionally occur during transit.
- Damaged in Transit: If your package arrives damaged, please take clear photos of the packaging and the product immediately. Contact us within 48 hours of delivery at petalzz@rex-homes.com so we can file a claim with the carrier.
- Marked as Delivered but Missing: If your tracking status shows “Delivered” but you cannot locate your package, please check around your property, with neighbors, or contact the local courier depot first. If the item remains missing, contact our support team within 7 days of the stated delivery date to assist in opening an investigation.
9. Contact Information
If you have any questions regarding your shipment, delivery times, or freight options, please contact our logistics support team:
Rex Homes Limited
- Website: rex-homes.com
- Email: petalzz@rex-homes.com
- Mailing Address: Care of Harts Chartered Accountants, Level 1, 320 Ti Rakau Drive, Burswood, Auckland, 2013
- Phone: +(64) 21 135 5174