Shipping & Pickup Policy
Last updated: 27/03/2026
Pickup Policy
Pickup Location
All order pickups are at: 1/14 Northside Drive, Westgate, Auckland.
Pickup Hours
Monday to Sunday: 9:30 am – 5:30 pm
1. General Information
You will receive a pickup confirmation email once your order is available for in-store collection. Orders may be collected during our standard pickup hours. Same-day pickup is not available unless explicitly confirmed by our team.
Due to high demand, booking an appointment is highly recommended. Please schedule your pickup in advance with our customer support team.
You may also arrange for a third party to collect your order on your behalf. The person collecting must have your invoice number and acquire your authority. A pre-arrangement and confirmation are required prior to pick-up.
2. Stock Hold/Storage and Restocking Fees
Proferlo Furniture will hold sold items in our warehouse for up to 30 days from the date the order becomes available for pickup or delivery. If the order is not collected or delivered within this period, it may be cancelled with a 20% restocking fee.
Customers are responsible for arranging pickup or delivery within the 30-day period. If both parties mutually agree to extend the pickup date beyond 30 days, a storage fee of 2% of the order value per day may apply.
If the customer is unreachable during the 30-day period, the order will be automatically cancelled without further notice, and any associated fees will apply.
3. Click & Collect
Our team may assist with loading purchased items into customers’ vehicles during Click & Collect. Customers are responsible for unloading their items, and Proferlo Furniture accepts no liability for any injuries or damages that may occur during the unloading process.
Customers are also responsible for the safe storage and protection of all personal belongings within their vehicle. Proferlo Furniture is not liable for any damage to personal items or third-party property during loading, and will not provide repair or replacement for such damage.
Customers are advised to inspect all packaging for visible damage at the time of collection. This helps ensure any concerns can be addressed promptly.
Shipping Policy
Proferlo Furniture provides reliable nationwide shipping across New Zealand. We know how important it is for your order to arrive safely and on time. This policy outlines how we process and deliver your orders, including expected delivery timeframes, our courier partners, special delivery conditions, and how we manage challenges such as rural deliveries, damages, and lost shipments.
1. Shipping Costs
A shipping estimate will be generated once you have added all items to your shopping cart and verified that your shipping address, suburb, and postcode are correct. All shipping rates are displayed in New Zealand dollars. Delivery charges will be calculated at checkout.
Oversized, overweight, or specific items may not be deliverable to certain rural destinations or may incur an additional fee. Customers are welcome to contact our customer service team to discuss options for their order.
If an invalid or incorrect shipping address is provided and the calculated shipping cost is lower than it should be, our team will place the order on hold. We will contact you to confirm the correct, and additional delivery fees may apply. To ensure your address is recognised by our system, please select it from the pop-up suggestions while typing.
If the customer fails to receive the delivery upon our arrival, a new delivery date will be arranged, and a redelivery fee may apply.
2. Order Processing
In-stock Items
Items that are in stock and ready for dispatch are usually processed within 2 working days (excluding weekends), depending on the order cut-off time, which is typically 12pm on weekdays. Once processed, items are handed over to our trusted courier partners for delivery.
Backorders and Pre-orders
For items not currently in stock, an estimated arrival date is displayed on the product page. Please note that this date indicates when we receive the item, not when it will be dispatched to you. Our team will contact you when order is ready for dispatch or collection.
Orders with Multiple Shipments
If your order contains a mix of in-stock and backordered/preordered items, you may choose to have available items shipped first. Please be aware that the original shipping fee may not cover the cost of multiple parcels, and additional shipping fees may apply. Customers are welcome to contact us by phone or email to discuss delivery options before proceeding.
3. Delivery Timeframes
Proferlo Furniture partners with trusted third-party courier services to provide efficient and trackable deliveries. All orders are shipped with Track and Trace functionality for visibility and accountability.
Our trusted courier partners are Mainfreight and ONSEND. Customers can contact them directly for enquiries or updates.
- Mainfreight – Phone: 09 259 6699, Email: m2homeenquiries@mainfreight.co.nz, Website: www.mainfreight.com
- ONSEND – Phone: 09 217 3458, Email: info@onsend.com, Website: www.onsend.com
Once your order has been processed, please allow up to two working days for it to be collected by the courier. Delivery timeframes commence from the time the courier collects your order from our warehouse.
Estimated delivery timeframes are as follows:
- Auckland region: 2–7 working days
- North Island (outside Auckland): 3–10 working days
- South Island: 5–15 working days
- Rural or remote areas: Up to 20 working days
Delivery times may vary depending on courier capacity and seasonal demand.
4. Tracking Your Order
Once your order has been shipped, you will receive an email confirmation containing the courier’s tracking number and a link to track your parcel online. While Proferlo Furniture does not have direct control over the courier’s delivery schedule, our team is happy to assist in communicating with the courier if needed.
5. Delivery Address Changes
You may update your delivery address only if your order has not yet been dispatched. To do so, please contact our team as soon as possible. Once the order has left our warehouse, we are unable to make any changes, and any adjustments will need to be requested directly through the courier handling your delivery.
6. Inspecting Your Order
We recommend that you carefully inspect your order immediately upon delivery. All items should be checked before signing the courier’s delivery documentation. If the packaging shows visible damage, you should refuse the delivery. The courier will return the goods to us for further assessment.
Even if the outer packaging appears intact, please inspect the contents thoroughly for any concealed damage. If any damage is identified, you must:
- Clearly record “Damaged/Loss” on the courier’s consignment note at the time of delivery
- Notify us within 48 hours of receiving the item
- Provide clear photographic evidence of both the packaging and the product
Please note that general remarks such as “STI” (Subject to Inspection) or “STC” (Subject to Check) are not accepted as valid damage notations by couriers. Where a delivery is accepted without noting any damage, it will be deemed that the goods were received in good condition, and claims may be declined.
Proferlo Furniture is not responsible for damage claims submitted after 48 hours or where appropriate delivery documentation has not been completed. If visible damage was present at the time of delivery but the item was not refused, this must be disclosed when lodging a claim. Failure to do so may affect the outcome of the claim.
7. Shipping Delays and Lost Packages
Delivery timeframes may be affected by courier-related delays, which can extend shipping by an additional 7 to 10 business days. These delays are managed by third-party providers and are beyond the control of Proferlo Furniture. As such, we do not accept responsibility for transit delays and cannot offer refunds, returns, or compensation in relation to them. By completing a purchase, customers accept this potential risk.
Unless otherwise instructed, all deliveries require a signature upon receipt. Customers may choose to authorise the courier to leave the parcel unattended (Authority to Leave). Where ATL is selected, responsibility for the parcel transfers upon delivery. If the item is lost or stolen after being left as instructed, Proferlo Furniture will not be liable for replacement or reimbursement.
Proferlo Furniture does not accept responsibility for:
- Items recorded as delivered by the courier but not received by the customer
- Delays occurring during transit once the order has been dispatched
- Deliveries left without a signature under customer-authorised ATL instructions
8. Non-Refundable Shipping Fees
Please note that once an order has been dispatched, shipping fees are non-refundable under any circumstances, including change-of-mind returns. Shipping costs are paid to third-party courier providers and cannot be recovered after dispatch.
9. Rural Delivery Charges
Rural delivery addresses may attract an additional surcharge, depending on the courier’s classification of the location. Our online freight calculator is based on standard metropolitan delivery zones and may not accurately reflect rural delivery costs. If your address is classified as rural, additional charges may apply. Please contact our customer service team for an accurate shipping quotation.
10. Ground Floor Policy
The “Ground Floor” refers to the exterior location of your property, such as the front door, carport, or any other outdoor area specified at the time of order.
- For apartments or multi-level buildings, it will be at ground level.
- For rural addresses, it may be the nearest accessible location as determined by the courier.
If you request delivery beyond the designated delivery point (for example, inside your premises), an additional handling fee may apply. Please contact our customer service team for further information.
11. Authority to Leave / Non-Signature Deliveries
If you authorize delivery without a signature (ATL), you agree that Proferlo Furniture and the courier company are not liable for any damages or losses to the package once delivered.
12. Stock Hold/Storage and Restocking Fees
Proferlo Furniture will hold sold items in our warehouse for up to 30 days from the date the order becomes available for pickup or delivery. If the order is not collected or delivered within this period, it may be cancelled with a 20% restocking fee.
Customers are responsible for arranging pickup or delivery within the 30-day period. If both parties mutually agree to extend the pickup date beyond 30 days, a storage fee of 2% of the order value per day may apply.
If the customer is unreachable during the 30-day period, the order will be automatically cancelled without further notice, and any associated fees will apply.
For any questions regarding your order or clarification on any part of our pick-up and shipping process, please contact our team at support@proferlo.co.nz or call 09 416 0005. We are here to ensure your experience is smooth and transparent.
