Shipping Policy

SHIPPING, DELIVERY & PRE-ORDERS

We aim to prepare and dispatch every Escapade order carefully and keep you informed throughout its journey.

ORDER PROCESSING

Products that are in stock are normally processed and dispatched within 1–2 working days after your order is confirmed.

Working days are Monday to Friday, excluding New Zealand public holidays. Processing may take slightly longer during product launches, promotional periods or other periods of high demand.

Once your order has been dispatched, you will receive an email containing your tracking details.

NEW ZEALAND DELIVERY

Standard orders are sent using a tracked NZ Post Courier service. Once collected by NZ Post, the delivery target is the next working day to most major towns and cities.

Delivery targets are estimates rather than guarantees. Rural, remote and some smaller urban locations may take longer, and delays can occasionally occur because of weather, transport disruption or other circumstances outside our direct control.

If you require an order by a particular date, please contact us before ordering so we can confirm whether the expected timeframe is suitable.

INTERNATIONAL SHIPPING

Our online store currently delivers to addresses within New Zealand only.

International shipping may become available for selected products in the future. Eligible destinations, shipping charges and estimated delivery timeframes will be shown at checkout when this service becomes available.

ORDER COLLECTIONS

Escapade operates as an online store and does not currently offer collection from our business or postal address.

Selected products may be available for purchase and collection through authorised Escapade retailers. Retail availability and collection arrangements must be confirmed directly with the relevant retailer.

Orders placed through escapade.nz cannot be collected from a retailer unless this option is specifically offered and confirmed at the time of purchase.

OVERSIZED PRODUCTS

SkyFort and certain other large or heavy products may require a specialist freight service rather than standard NZ Post delivery. The applicable delivery method, cost and estimated timeframe will be shown on the relevant product page or confirmed before dispatch.

DELIVERY ADDRESSES

Please ensure your delivery address and contact details are complete and accurate when placing your order.

If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been dispatched. Additional delivery or redirection costs resulting from an incorrect address may be charged where legally permitted.

PRE-ORDERS

Products offered for pre-order will be clearly identified on the relevant product page. Each listing will include the best available estimate of when the product is expected to arrive or become available for dispatch.

Pre-order lead times can range from several weeks to several months, depending on the product. All stated dates are good-faith estimates based on the information available to us at the time and are not guaranteed delivery dates.

Manufacturing, international freight, customs processing and other circumstances outside our direct control may affect these estimates. In some cases, the expected date may move by approximately one month. If a more significant delay becomes likely, we will contact affected customers with updated information and available options.

We will keep pre-order customers informed of material changes using the email address provided with the order.

PRE-ORDER CANCELLATIONS

Unless different terms are clearly stated on the product page, a pre-order deposit may be cancelled and refunded before we issue the final confirmation notice.

The final confirmation notice will normally be sent approximately 14 days before the product is expected to arrive or become ready for dispatch. Once this notice has been issued, the deposit will become non-refundable for a change of mind because the product allocation and final logistics commitments will have been confirmed.

If Escapade is unable to supply the product, we will provide a full refund of all amounts paid. Nothing in this cancellation policy limits any rights you may have where a product is not supplied within an agreed or reasonable timeframe under New Zealand consumer law.

DELIVERY DELAYS

If tracking shows that your order has been delayed, please contact us at info@escapade.nz. We will work with NZ Post or the relevant freight provider to investigate and resolve the delay.

Courier delays do not necessarily mean a parcel has been lost. We may need to allow the carrier a reasonable period to complete its investigation before confirming the appropriate resolution.

LOST PARCELS

Escapade remains your point of contact if an order is lost during delivery. We will lodge and manage any applicable claim with NZ Post or the relevant freight provider.

If a parcel is confirmed as lost before it has been delivered, we will provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993. Depending on the circumstances and product availability, this may be a replacement or refund.

PARCELS MARKED AS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please:

• Check around your property and any designated safe location.
• Ask other members of your household.
• Check with nearby neighbours where appropriate.
• Review any authority-to-leave instructions associated with the delivery.

If the parcel remains missing, contact us as soon as possible. We will request delivery information from the carrier, which may include scan records, GPS information, delivery photographs or a signature.

A replacement or refund is not automatic where the available evidence shows that the parcel was correctly delivered to the supplied address or left in accordance with an authority-to-leave instruction. Each case will be assessed on its individual circumstances and in accordance with New Zealand consumer law.

DAMAGED DELIVERIES

If your order arrives damaged, please contact us as soon as possible and provide photographs of:

• The damaged product.
• The external packaging.
• The shipping label.
• Any visible damage to the parcel.

Please retain the product and all packaging while the matter is being assessed. We will arrange an appropriate remedy where required under the Consumer Guarantees Act 1993.

YOUR CONSUMER RIGHTS

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or any other applicable New Zealand law.

Escapade is a trading name of Lintek Tracking Solutions Limited.

Questions about an order or delivery can be sent to info@escapade.nz.