Shipping Policy


Shipping costs

Current shipping rates for New Zealand are;

Volume Rate NZD

0 – 3 kgs (typically 1 to 3 boxes of std WHERE tags)

$7.50

3 – 6 kgs (typically 3 to 10 boxes of std WHERE tags)

$15.00

6kg + (typically 10 + boxes of std WHERE tags)

$25.00

Rates for Australian shipments will be advised at time of order. All shipping rates are subject to change.

PO Boxes

We warrant that we have the authority to make the Where Services available to you.

Shipment partner

EROAD uses a 3rd party logistics provider (3PL) for warehousing and distribution of our product. Due to this, some elements of the supply chain are outside of our direct control. If at any point you are unhappy with the delivery process please inform us immediately on where.orders@eroad.com and we will resolve the situation as timely as possible and pass your concerns to our 3PL provider.

Shipment processing time

Orders are processed during normal business hours Mon-Fri 0730 – 1730 hrs.

Orders received before 1400hrs on a business day are normally processed and shipped that same day.

In any event, all orders are processed and shipped within 48 business hours of order completion under normal circumstances.

Shipment delivery times

Delivery of orders occurs during normal business hours Mon-Fri 0730 – 1730 hrs.

Delivery target times are 2 to 4 business days from dispatch (completion of order processing) under normal circumstances. In unusual circumstances (such as COVID-19 impact on supply chain capacity) this can extend up to 10 business days, however in our experience this is very much a worst-case scenario.

Shipment queries

All orders are shipped with a tracking reference number. If you have not received your order within 12 business days of purchase completion please email where.orders@eroad.com and we will provide you with the tracking ID and we will follow up with our shipment provider.

Failed deliveries

If, after following up with our shipping provider, the shipping provider is unable to give us satisfactory proof of delivery of goods to your shipment address we will immediately dispatch replacement goods to match your order.

EROAD is not liable for any losses incurred by a customer due to delayed delivery times or lost shipments.

If the missing delivery does turn up at your address you are obliged to inform us. If this occurs, you will be given the option to purchase those items (we will invoice you) or return them (we will provide a courier paid package for the return).

If the missing item does arrive and you do not inform us but still register them on the WHERE platform we reserve the right to remove the functionality of the devices from our platform until payment is made.

Damaged items

All items are to be inspected on receipt, if you believe the items to be damaged on delivery we request you provide a digital photograph of the damage to where.orders@eroad.com within 7 days of receival of the goods, and we will communicate with you on resolution. If we agree the item was most likely damaged during our shipment process, we will immediately ship replacement items as well as a paid courier pack so you can return the damaged items. All damaged items must be returned for inspection. If the items are not returned in the supplied courier pack we will invoice for the value of the items. If the item was not returned and is later registered on the WHERE platform as well as the replacement items, we reserve the right to remove the functionality of those items until payment is made.

Returns policy

If you receive your Where tags and they do not meet the purpose that you bought them for, then you can return them to us within 30 days of purchase for a refund of your purchase price.  If you wish to return an item please email us on where.orders@eroad.com, with your reason for wishing to return the goods.

If we have agreed to refund the price paid (which would be our default position) we will refund where possible to the payment method used in the purchase. Refunds will be for the price paid for the product only and will not include the delivery cost. Refunds will only be passed on when we have received and inspected the goods and they have been received unused, in the original packaging and in a state fit for us to resell. Part boxes (i.e. with less than 10 tags) will not be credited.

Shipping costs for returns are at customer expense, and credits will be issued only once the tags have been received back at the below address.

Returns should be shipped to :
EROAD Where - Returns
Level 3 / 260 Oteha Valley Road
Albany
Auckland
0632

Warranty

Please refer to our Warranty Policy

International shipping

At this time shipping is only available to Australia and within New Zealand.

Any order received from outside of these countries will not be fulfilled.