Shipping policy

Thank you for shopping with Robinson Jack. We specialize in consumer electronic products and adhere to standardized shipping and logistics management procedures to ensure all electronic goods are properly packaged, safely transported, and delivered to customers in intact condition. The following official shipping policy applies to all orders placed through our New Zealand online store.

1. Order Processing Time

All confirmed orders for consumer electronic products will be processed, inspected, and packaged within 1–3 working days (excluding local New Zealand weekends and public holidays) after successful order payment and confirmation. Each electronic product will undergo a pre-shipment functional inspection and professional anti-collision packaging to avoid transit damage.
During peak shopping seasons, promotional periods or inventory restocking cycles, order processing duration may be slightly prolonged due to increased order volume. We will proactively send notification emails to customers once significant processing delays occur, and update the latest order status in a timely manner.

2. Shipping Rates and Delivery Estimates

All shipping fees for electronic product orders are calculated based on product weight, size, shipping distance and logistics mode, and the final shipping cost will be clearly displayed and confirmed at the checkout page before order payment. No free shipping services are provided for any orders.
Our unified standard shipping duration is about 15 working days after order shipment. The actual delivery time is subject to real logistics conditions. Multiple uncontrollable factors including logistics carrier operational delays, regional customs clearance progress, extreme weather, regional traffic restrictions and statutory holidays will affect the final delivery speed. All delivery timeframes are for reference only and cannot be used as a basis for compulsory delivery claims.

3. Shipment Confirmation and Order Tracking

Once your consumer electronic order is dispatched from our warehouse, you will receive an official shipment confirmation email sent by our team, which includes the exclusive order tracking number, logistics carrier information and real-time query entrance.
The logistics tracking information will be updated and take effect within 24 to 48 hours after shipment. If you fail to query tracking details normally beyond the time limit, you can contact our customer service team for manual verification and update.

4. Incorrect Address Disclaimer

Customers shall be solely responsible for filling in accurate, complete and valid shipping address, recipient name and contact phone number during order checkout. Please double-check all address information before payment to avoid delivery failure, package deviation or return caused by wrong address, incomplete information or invalid contact method.
Robinson Jack will not bear any responsibility for undeliverable orders caused by customer-provided incorrect or incomplete address information. If the package is returned to the warehouse due to address errors, customers need to bear the generated return freight and secondary reshipping fees if they require re-delivery.

5. Lost or Damaged Packages

If your electronic product package is confirmed lost during transit, please initiate a consultation and application to our customer service team within 2 calendar days after the scheduled expected delivery date. We will verify the logistics track record with the carrier and follow up on compensation processing.
Consumer electronic products are precision goods. If you receive products with appearance damage, functional failure, missing accessories or extrusion damage caused by logistics transit, please contact us within 24 hours after signing for the package. You need to provide complete unboxing videos and clear photos of damaged products, packaging boxes and accessories. Our professional team will review the evidence within 3 working days and provide targeted solutions such as replacement, compensation or logistics claim assistance according to the actual situation.

6. Electronic Product Usage & Maintenance Notice

All consumer electronic products sold by our store are equipped with official product manuals and maintenance instructions. Customers shall use, install, maintain and store the products in strict accordance with the product specifications and usage guidelines.
We will not be responsible for product failure, damage or performance degradation caused by human factors including improper installation, private disassembly and modification, non-compliant charging and use, artificial collision, water ingress, and failure to follow maintenance guidelines. No after-sales compensation or free maintenance services will be provided for damage caused by improper customer use.

7. International Shipping and Customs Notice

For all cross-border and international shipping orders of electronic products, the destination country or region may levy corresponding customs duties, import taxes, inspection fees and other related charges in accordance with local regulatory policies. All additional customs-related fees are borne solely by the customer.
The product unit price and shipping fee charged by our store only include product value and logistics transportation cost, excluding any international customs fees, tax fees and inspection fees. Customers shall bear the responsibility for customs declaration and tax payment in accordance with local laws and regulations. We will actively provide official order invoices and product certification materials to assist with customs clearance.

8. Contact Information

If you have any questions, disputes or consultation needs regarding our shipping policy, order logistics and product transit problems, please contact us through the following official channels:
Trade Name: Robinson Jack
Phone Number: +64 22 675 6388
Email: info@robinsonjackco.shop
Physical Address: 138 Riverside Road, Gisborne, GIS 4010, New Zealand