FAQ's.
Delivery
What is the cost of shipping?
We have two standard shipping rates:
- North Island (non-rural): $100
- South Island (non-rural): $200
Please Note: these delivery costs exclude rural and commercial orders.
Do you deliver to rural, RD or non-standard delivery locations?
We can provide a quote to ship to rural/RD addresses if required. However we recommend providing an alternative address for delivery.
If your delivery address falls outside our carriers' normal delivery zones, there will be an extra freight charge; typically for remote parts of New Zealand. Please contact Cintesi on 07 577 6138 or via email if you have any questions regarding your delivery location.
Does someone need to be home to accept delivery?
We recommend having your order sent to your work address if being at home during business hours is not an option. However, you can request your items be left in a safe location at your own risk.
Cintesi's preferred carriers will require a signature or receiver's name as proof of receipt – if goods are requested to be left, the driver will sign. If the driver cannot reach the receiver, items will be returned to Cintesi Tauranga, and additional freight charges will apply.
Does the freight fee include insurance?
Yes, freight costs include full insurance.
Does the freight policy include delivery past ground level?
No. Our freight policy includes delivery to the ground floor or loading dock only. For deliveries beyond ground level, please contact Cintesi on 07 577 6138 for a quote.
How do I track my order?
As soon as your order has been dispatched, we will send you an email confirming it's on the way, including your tracking number. Ensure your email address is entered correctly at checkout.
How long will my order take to arrive?
Cintesi aims to dispatch in-stock items within 48-72 hours of receiving full payment. Delivery timeframes from dispatch:
- North Island main centres: 2–3 business days
- General North Island: 3–5 business days
- South Island: 5–7 business days
These are indicative timeframes and may vary during peak freight periods (Nov–Jan).
Can I request a specific delivery date?
If you require a specific delivery date, please contact customer service with your order number. Note there may be an additional charge.
What is the delivery cost for a commercial order?
We offer New Zealand-wide freight pricing for all products as part of the quote provided for trade discounts and commercial pricing. Contact us at 07 577 6138 or via email for further questions.
Can you ship to my country?
Cintesi only offers shipping within New Zealand.
If I choose to click and collect, how long will it take for my order to be ready?
We aim to have your order ready within 1–3 working days in Tauranga, and 3–5 working days in Auckland. You will be notified when your order is ready for collection.
Shopping
How do I change details on my Cintesi online account?
Once signed up, log into My Account to update your password, email, delivery information, and card details. Regularly check your account to ensure details are current.
I have a business account with Cintesi, is this the same as an online account?
No, business accounts are separate from online accounts. For quotes, orders, or queries, contact us at 07 577 6138 or via email.
When will I be charged?
Your credit card is charged as soon as you place your order online.
Can I pay for my order upon delivery?
No, full payment is required before dispatch as our carriers cannot accept payments upon delivery.
How do I make payment via direct deposit?
Account details are on your invoice. Include Contact Name and Document Number. If invoice not received, please email accounts.
How do I use the promo code?
Enter your promo code in the promo code box in your cart and click APPLY CODE.
Can I order an item that is not in stock?
Yes, you can order out-of-stock items. Check product pages for shipment dates.
I want to amend/cancel my order
Contact us immediately to amend/cancel orders before dispatch. Once dispatched, you'll be liable for freight charges both ways per our Returns Policy.
Returns
What is your in-store returns policy?
At Cintesi, we aim to provide quality products. Faulty items can be returned within 14 days of purchase for replacement or refund. Items must be unused, in new condition, with original packaging. Returns can be made at Tauranga or Auckland showrooms.
What is your online returns policy?
Online faulty/damaged items can be returned within 14 days. Contact customer service via email or 07 5776138 with photos. For change-of-mind returns, freight charges apply both ways. Items must be unused, in original packaging.
When will I receive my refund?
Refunds are processed after inspection of returned goods and can take up to 5 days to appear in your account.
I have received the incorrect item
If you received an incorrect item, contact our customer support immediately at 07 577 6138 or via email. We aim to respond within 24 hours.
Will my refund include shipping charges?
No, shipping charges on returns are not refundable.
