Delivery and Returns


Delivery Methods

North Island

Order type Delivery type Delivery timeframe
Metro areas Small items NZ Couriers 1-2 working days
Metro areas Large/bulky items Mainfreight 1-2 working days
Rural areas Small items NZ Couriers 2-4 working days
Rural areas Large/bulky items Mainfreight 2-4 working days

South Island

Order type Delivery type Delivery timeframe
Metro areas Small items NZ Couriers 2-3 working days
Metro areas Large/bulky items Bascik Transport 2-3 working days
Rural areas Small items NZ Couriers 2-4 working days
Rural areas Large/bulky items Bascik Transport 2-4 working days

*Please be aware the above delivery timeframes are not controlled by Waterware and once orders are despatched from our warehouse, we are not responsible for delayed deliveries.

*The above delivery timeframes do not include the day the order is picked up by the freight company.

*All deliveries made by truck (Mainfreight or Bascik Transport) are delivered to curb-side only, not to the door. Please ensure you have means of uplifting your freight from the curb-side.

*We can only deliver to physical addresses, not PO Box addresses.

Orders over $300 (exc gst) are freight free, with the following exceptions;

– All boilers, heatpumps, radiators, pipe, cylinders, and system heated towel rail orders less than $2000 (exc gst).
– Unless otherwise specified on a contract, system quote, or trading agreement.
– Overnight South Island deliveries despatched from the Auckland warehouse, which will incur the cost difference from a normal 2 day service.

Delivery Status

If you wish to follow up the status of your delivery or track an order, please call our Customer Service team on 09 273 9191 or 0800 WATERWARE between 8am- 5pm Monday to Friday. In the first instance, please refer to the above Delivery Methods chart to view the expected delivery timeframes. If the timeframe has passed, please call us for assistance. Please consider that as we use 3rd party contractors for our freighting, we do not have control of actual delivery times once the orders leave our warehouse in Auckland.

If you have a large/ bulky order being despatched via truck i.e; Mainfreight or Bascik Transport, and wish for the driver to call ahead of time to ensure someone is available on-site to receive the delivery, please note this is done at the driver / delivery companies discretion. We encourage you to make this clear to our Customer Service team, and provide a full name and contact number. We will pass this information on, and will then leave it in the hands of the trucking company. Please note, the same can not be done for courier deliveries i.e; NZ Couriers or Posthaste.


Return/ Exchange of non-faulty goods

If you wish to return Goods, please ensure you read and adhere to the below excerpt from our Terms and Conditions of our Returns Of Goods policy. Your Goods must be returned with a completed Return Goods Form available online at the foot of our website Please follow the instructions on this form.

15. Returns Of Goods

15.1 Returns of Goods will only be accepted provided that:
(a) the Client can provide proof of purchase; and
(b) the Supplier has agreed in writing to accept the return of the Goods; and
(c) the Goods are returned to the Auckland Warehouse at the Client’s cost within sixty (60) days of the delivery date; and
(d) the Supplier will not be liable for Goods which have not been stored or used in a proper manner; and
(e) the Goods are unused and returned in the condition in which they were delivered and with all packaging material, brochures and instruction material in as new condition as is reasonably possible in the circumstances.
15.2 At the Supplier’s discretion, the return of Goods for credit will incur a handling fee of fifteen percent (15%) of the value of the returned Goods plus any freight.
15.3 Returns will be for product only, no refund of delivery fees is payable.  Any return delivery costs incurred by the Supplier will be deducted from the credit amount.
15.4 The Supplier will not be liable for any returns lost or damaged in-transit when returned
15.5 Non-stocklist items or Goods imported, procured, or manufactured to the Client’s specifications are under no circumstances acceptable for credit or return.
15.6 Sale and/or clearance items are non-returnable, non-refundable and no credits will be given.

If you have any queries regarding a return, please contact us at 09 273 9191/ 0800 WATERWARE or email us at

Warranty/faulty goods

All goods sold by Waterware are covered by warranty periods relevant to that item. If you believe your product to be faulty, please click here to be taken to our Service Request form available online at the foot of our website