Our Policies

We ship element³ from New Zealand to addresses across New Zealand and Australia. International shipping beyond these two markets isn't available yet.

This page covers what to expect when you order: where we ship, how much it costs, how long it takes, and what happens if something goes wrong along the way.

Orders ship to all New Zealand addresses, including rural delivery routes. Rural delivery carries a surcharge from our carrier, which is passed on at checkout.

Orders ship to all Australian addresses with standard delivery. We do not currently ship to PO boxes in Australia.

We're working toward broader international shipping. If you'd like to be notified when we ship to your country, the newsletter at the footer of the site is the best place to register interest.

New Zealand orders: $6.99 NZD flat rate. Free shipping on orders $100 NZD and over.

Australian orders: $9.99 AUD flat rate. Free shipping on orders $100 AUD and over.

Rural delivery surcharges in New Zealand are added separately at checkout.

The free-shipping threshold applies to the subtotal before any discount codes are applied.

Orders placed before 2pm NZT on a business day are usually processed the same day. Orders placed after 2pm, on weekends, or on New Zealand public holidays are processed on the next business day.

You'll receive an email confirmation when your order is placed, and a second email with tracking details when it leaves our warehouse.

Processing pauses on New Zealand public holidays. Expect an additional 1–2 days of delay around the Christmas–New Year period, Easter, and the late-January Auckland Anniversary window.

After dispatch, expect delivery within:

• New Zealand: 3 to 5 business days for urban addresses, slightly longer for rural delivery
• Australia: 5 to 10 business days

These are estimates, not guarantees. Carrier delays, weather events, and holiday volumes can extend delivery times beyond these windows. If your parcel is significantly outside its expected window, the lost-or-damaged section below covers what to do.

You'll receive a tracking link by email when your order is dispatched. The link updates as your parcel moves through the carrier network.

Tracking emails sometimes land in spam folders, especially for first-time orders. If you haven't seen one within two business days of placing your order, check spam first, then get in touch.

Subscription renewals are processed and dispatched on the same schedule as one-off orders. When your renewal date arrives, the order moves into the standard 1–2 business day processing window and then into the standard delivery window for your region.

You'll receive the same dispatch and tracking emails as you would for a one-off order.

You can manage your subscription — including changing the renewal date, pausing, or skipping a shipment — through your account at any time before the renewal processes.

From time to time, we'll release a product on pre-order ahead of its general launch. Pre-order products are clearly labelled on the product page, and the expected first dispatch date is shown at the point of purchase and confirmed in your order email.

Pre-order shipping timeframes are set by the dispatch date of that specific product, not by the standard 1–2 business day processing window. If a pre-order and an in-stock product are combined in one order, both items ship together once the pre-order is ready.

If a pre-order dispatch date moves, you'll be notified by email before the original date.

If your parcel is significantly past its expected delivery window, contact us at hello@element3.co.nz with your order number and we'll open an investigation with the carrier.

If your parcel arrives damaged, contact us within 7 days of delivery with your order number and a photo of the damage, and we'll arrange a replacement or refund.

If you entered an incorrect address at checkout, contact us as soon as possible. If the order hasn't dispatched, we can update the address. If it has dispatched, the parcel will be returned to us by the carrier and reshipping will be at your cost.

For all shipping enquiries, email hello@element3.co.nz .