Shipping policy.

When your order is dispatched, you will receive tracking details by email where tracking is available. Please monitor the tracking link and make arrangements to receive the parcel promptly.

Delivery estimates are provided by courier networks and do not include customs clearance, remote-area handling, weather disruption, public holidays, or other delays outside our control.

Some services require a signature while others may be non-signature or allow authority to leave. If you choose a non-signature service or authorise a courier to leave a parcel, responsibility for the parcel may pass once the courier records it as delivered.

For higher-value pounamu, greenstone, or sculpture orders, we recommend choosing the most secure tracked or express option available for your destination.

Orders sent outside New Zealand may be subject to import duties, taxes, tariffs, brokerage fees, or customs charges set by the destination country. These charges are not controlled by Talking Stone Gallery and are the recipient’s responsibility.

If a courier or customs authority asks for payment before delivery, the recipient must arrange payment directly with them. We recommend checking your local import rules before placing an international order.

If a parcel is returned because customs charges were not paid, the item was not collected, delivery details were incorrect, or the recipient refused delivery, any refund or store credit will be assessed after the item is received back in original condition.

Delivery charges, return freight, customs fees, handling fees, and other costs incurred may be deducted from any refund where permitted by law.

When an overseas return with a value over NZD $1,000 comes back into New Zealand, New Zealand Customs may charge an import entry fee or related processing cost.

If this applies to a customer return, the fee may be deducted from the refund or otherwise passed on as part of the return process, unless New Zealand law requires a different remedy.

Courier and postal availability changes by country and region. Some destinations may not be available at checkout, and some services may be temporarily suspended or restricted.

If your destination is unavailable, contact us before ordering and we can confirm whether a safe shipping option is currently possible.

If your parcel arrives damaged, keep the packaging and contact us promptly with photos, the tracking number, and your order details. This helps us assess the issue with the courier and arrange the next step.

If tracking shows delivered but you cannot locate the parcel, check with people at the delivery address and the courier first, then contact us so we can review the available tracking information.