Shipping policy

SHIPPING POLICY

Westward Reserve operates from New Zealand and works with selected international fulfilment partners to ship products to customers internationally, including the United States.

This Shipping Policy explains how orders are processed, fulfilled, shipped and delivered. By placing an order with Westward Reserve, you agree to the shipping terms below.

ORDER PROCESSING

After your order is placed, you will receive an order confirmation email.

Orders are usually processed within 1 to 5 business days, excluding weekends and public holidays. During busy periods, promotional periods, supplier delays or unexpected disruptions, processing times may be longer.

If there is an issue with your order, we will contact you using the email address provided at checkout.

FULFILMENT LOCATIONS

Westward Reserve operates from New Zealand and works with selected international fulfilment partners to deliver products to customers.

Depending on the product and destination, your order may be shipped from New Zealand, China, the United States, or another international fulfilment location.

This means some parcels may show international tracking updates, overseas dispatch scans, customs processing or transfer between carriers before arriving in your country.

We aim to make delivery expectations clear at checkout and through tracking information where available.

SHIPPING DESTINATIONS

We currently ship to selected countries and regions available at checkout.

If your address is not accepted at checkout, we may not currently ship to your location.

SHIPPING TIMES

Delivery times vary depending on the product, destination, shipping carrier and fulfilment location.

Estimated delivery timeframes are provided as a guide only and are not guaranteed. Some orders may arrive sooner, while others may take longer due to carrier delays, customs processing, public holidays, weather events, address issues, fulfilment partner delays or other circumstances outside our control.

Where possible, tracking information will be provided once your order has been dispatched.

TRACKING YOUR ORDER

When tracking is available, you will receive tracking details by email after your order has shipped.

Please allow time for tracking information to update after dispatch. In some cases, tracking may take several days to show movement, especially where parcels are moving between fulfilment partners, international carriers or local delivery providers.

MULTIPLE SHIPMENTS

Some orders may be shipped in separate packages, especially if products are fulfilled from different locations or suppliers.

If your order arrives in multiple parcels, you may receive separate tracking details for each shipment.

SHIPPING COSTS

Shipping costs, if applicable, will be shown at checkout before you complete your purchase.

Any free shipping offer, discounted shipping offer or promotional shipping rate may be changed, limited or withdrawn at any time.

CUSTOMS, DUTIES AND IMPORT TAXES

International orders may be subject to customs duties, import taxes, tariffs, brokerage fees or other charges imposed by the destination country.

These charges are not controlled by Westward Reserve and are the responsibility of the customer unless otherwise stated at checkout.

We are not responsible for delays caused by customs processing, import checks or customs charges.

INCORRECT SHIPPING INFORMATION

Please make sure your shipping address is correct before placing your order.

Westward Reserve is not responsible for orders delayed, lost or delivered incorrectly because of an incomplete or incorrect address provided at checkout.

If you notice an error in your shipping details, contact us as soon as possible at info@westwardreserve.com. We will do our best to help, but we may not be able to change the address once the order has been processed or dispatched.

LOST, DELAYED OR MISSING ORDERS

If your order appears to be significantly delayed or tracking has not updated for an extended period, contact us at info@westwardreserve.com and we will help review the issue.

Where appropriate, we may ask you to check with the shipping carrier, local postal service, household members, neighbours, building reception or delivery location before an order is treated as lost.

If an order is confirmed as lost, we will work with you to find a fair solution, which may include a replacement, refund or store credit depending on the circumstances.

DAMAGED ITEMS DURING SHIPPING

Please inspect your order when it arrives.

If your item arrives damaged, defective or incorrect, contact us as soon as possible at info@westwardreserve.com with your order number, a description of the issue, and clear photos or video where helpful.

We will assess the issue and work with you to make it right in line with our Return and Refund Policy.

FAILED DELIVERY OR UNCLAIMED PARCELS

If a parcel cannot be delivered because of incorrect address details, failed delivery attempts, refusal of delivery, or failure to collect from a carrier or postal facility, the order may be returned, delayed, lost or destroyed by the carrier.

Additional shipping costs may apply if an order needs to be resent.

ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, contact us as soon as possible at info@westwardreserve.com.

We will do our best to help, but we may not be able to change or cancel an order once it has been processed, packed, dispatched or sent to a fulfilment partner.

CONTACT US

If you have questions about shipping or delivery, contact us at:

Westward Reserve
Email: info@westwardreserve.com