Shipping policy

SHIPPING POLICY

PRINT-ON-DEMAND APPAREL

All apparel items (t-shirts and clothing) are custom printed to order and shipped directly from our print partner.

Processing Time:

  • Orders are processed and printed within 3-5 business days after purchase
  • You will receive a tracking number once your order ships

Shipping Times & Costs:

New Zealand:

  • Shipping time: 3-7 business days after dispatch
  • Total time from order to delivery: 1-2 weeks
  • Shipping cost: Calculated at checkout

Australia:

  • Shipping time: 7-10 business days after dispatch
  • Total time from order to delivery: 2-3 weeks
  • Shipping cost: Calculated at checkout

International (Rest of World):

  • Shipping time: 10-20 business days after dispatch
  • Total time from order to delivery: 3-4 weeks
  • Shipping cost: Calculated at checkout
  • Please note: International orders may be subject to customs duties and import taxes, which are the responsibility of the customer

Tracking:

  • All orders include tracking
  • You'll receive tracking information via email once your order ships

CUSTOM ARTWORK, ILLUSTRATION & GRAPHIC DESIGN

Digital Deliverables:

  • Custom artwork and graphic design files are delivered digitally via email
  • Files are typically delivered within the timeframe agreed upon in your project quote
  • No shipping charges apply to digital files
  • Available worldwide

Physical Artwork:

  • If you commission physical artwork (paintings, original illustrations), shipping costs and timeframes will be discussed and quoted separately based on your location
  • Shipping method and insurance will be determined based on the size, value, and destination of the artwork
  • Available to New Zealand, Australia, and International destinations
  • International shipments may be subject to customs duties and import taxes

POTTERY WORKSHOPS

  • No shipping applies - workshops are held in person at our studio location in New Zealand
  • Workshop location and details will be provided upon booking confirmation

CUSTOMS & DUTIES (INTERNATIONAL ORDERS)

For orders shipped outside New Zealand:

  • Customs duties, taxes, and brokerage fees may apply and are the responsibility of the customer
  • These charges are determined by your country's customs authority
  • We have no control over these charges and cannot predict what they may be

DELAYS & ISSUES

We cannot take responsibility for delays caused by:

  • Courier delivery issues beyond our control
  • Customs processing for international orders
  • Incorrect shipping addresses provided at checkout

Please ensure your shipping address is correct before completing your purchase. We are not responsible for orders shipped to incorrect addresses provided by the customer.

STOCK DELAYS (APPAREL)

Occasionally, apparel items may be out of stock with our supplier. If this occurs:

  • We will notify you the next business day after your order
  • You will be offered alternative products or a full refund for out-of-stock items
  • This is beyond our control as we order from suppliers once orders are confirmed

LOST OR DAMAGED SHIPMENTS

If your order is lost or arrives damaged:

  • Contact us within 7 days of the expected delivery date (for lost items) or receipt (for damaged items)
  • Provide your order number and photos of any damage
  • We will work with the courier to resolve the issue

CONTACT

For shipping inquiries, please email us at mail@tuijohnson with your order number.