Shipping Policy
1. Order Processing
1. Order Processing
- All orders are processed during business days, Monday–Friday (excluding public holidays).
- Orders confirmed before 2 pm NZT will typically be dispatched on the next day. Please note this is relative to available stock quantities.
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You will receive two emails:
- Order Confirmation when your order is placed successfully.
- Dispatch Notification once your order has been shipped, including tracking details if available.
2. Domestic Shipping (New Zealand)
2. Domestic Shipping (New Zealand)
- We offer free shipping across New Zealand for qualifying industrial or bulk safety systems.
- For smaller accessory items or promotional purchases under NZD $80 (adjust threshold as appropriate), a standard shipping fee of $15 applies—unless otherwise communicated. For orders $80 and above, we offer free shipping across New Zealand.
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Estimated delivery times:
- South Island (urban areas): 1–2 business day service, with 1–2 additional days for rural locations.
- North Island (urban areas): up to 2–3 business days, with 2 extra days for rural locations.
- Occasionally, delivery may take longer due to courier network disruptions, ferry crossings or public holidays. We'll notify you if we anticipate delays.
3. Domestic Shipping (Australia)
3. Domestic Shipping (Australia)
- For shipping across Australia we will provide a freight or courier price at the time of your quote subject to location, weight, size and other factors.
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Estimated delivery times:
- Within NSW (urban areas): 4–6 business day service, with 1–2 additional days for rural locations.
- Outside of NSW excl WA (urban areas): up to 5–7 business days, with 2 extra days for rural locations.
- Western Australia (urban areas): up to 10–12 business days, with 2 extra days for rural locations.
- Occasionally, delivery may take longer due to courier network disruptions, ferry crossings, public holidays, acts of God, or other unforeseen events. We'll notify you if we anticipate delays.
4. International Shipping
4. International Shipping
- International shipping costs are calculated at cost and confirmed before the completion of the sale.
- Import duties, taxes, or customs fees are the responsibility of the customer and not included in the shipping cost.
- Shipping timeframes will be advised at the time of purchase based on stock availability, delivery location, and other factors.
5. Packaging & Freight
5. Packaging & Freight
- Heavy or large safety systems are shipped via Mainfreight Limited to ensure safe transportation. While smaller items may be couriered depending on weight / size / delivery location.
- Packaging is handled with care to minimize risk of damage during transit. In case of visible damage upon delivery, please document and report it immediately. To info@tru-gard.com / 0800 144 999
6. Tracking & Delivery Confirmation
6. Tracking & Delivery Confirmation
- A tracking number will be provided in your dispatch notification email. Please allow up to 48 hours for tracking information to become active.
- If your order hasn't arrived within 10 business days from dispatch, please contact us—include your name and order number so we can investigate promptly. Please email info@tru-gard.com.
7. Damaged or Defective Items
7. Damaged or Defective Items
- Upon delivery, please inspect goods immediately and notify us if any damage or defects are found within 7 days of delivery.
- Our returns policy for damaged or defective goods is governed by our standard Terms & Conditions.
- Returns due to change of mind are not accepted unless TruBilt Industries Limited has supplied incorrect or negligent information. Please note this includes inaccurate quantities as supplied by the customer at the time of purchase.
8. Contact & Support
8. Contact & Support
- For questions related to your order, shipping rates, or delivery times, email us at info@trugard.com or call 1800 144 888.
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Business addresses:
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Dunedin HQ (manufacturing & dispatch)
20 Townleys Road, Kenmure, Dunedin - Kemps Creek, NSW (3PL Warehouse)
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Dunedin HQ (manufacturing & dispatch)
Last updated: August 2025, for more information please contact info@tru-gard.com
Returns Policy
At Tru-Bilt Industries, we stand behind the quality of our products. However, if you need to return an item, please read the following policy carefully.
1. General Returns Conditions
1. General Returns Conditions
- Returns must be requested within 30 days of receiving your order.
- Returned items must be unused, uninstalled, and in original packaging.
- A 15% restocking fee applies to all returns (excluding damaged or defective goods).
- Customers are responsible for return freight costs, unless otherwise agreed in writing.
2. Non-Returnable Items
2. Non-Returnable Items
- Custom-made or made-to-order products are non-refundable and non-returnable.
- Items that have been used, damaged, or modified after delivery will not be accepted for return.
3. Damaged or Defective Goods
3. Damaged or Defective Goods
- If your goods arrive damaged or defective, please notify us within 48 hours of delivery.
- Email photos and a description of the issue to info@tru-gard.com.
- We will assess and either replace the item or issue a refund/credit, depending on the circumstances.
- Damage caused by misuse, incorrect installation, or exposure to corrosive environments is not covered under warranty.
4. Return Process
4. Return Process
To initiate a return:
- Contact us at info@tru-gard.com with your order number, reason for return, and supporting photos (if applicable).
- Once approved, ship the item to the address provided, freight labels will be supplied.
- After receiving and inspecting the item, we will process your refund (minus applicable fees) within 7 business days.
5. Freight and Handling
5. Freight and Handling
- All items must be securely packaged to avoid damage in transit.
- Any goods returned in a damaged or unsellable condition due to poor packaging may be subject to additional charges or refused.
For all other returns enquiries please email info@tru-gard.com
