Shipping policy

At Moment Mates, we aim to deliver your personalised photo magnets safely and efficiently so they arrive looking just as special as the memories they hold.

This Shipping Policy applies to orders placed with Moment Mates, operated by Say Hello Limited.

Order Processing Times
Each order is custom-made. Please allow 1–3 business days for us to create and prepare your magnets for dispatch.

During busy periods (such as holidays or promotions), processing times may be slightly longer.

Shipping & Delivery Estimates

New Zealand (NZ-wide)
Flat rate shipping: $6.50
Estimated delivery after dispatch:
• Standard delivery: 1–3 business days
• Rural delivery: 3–6 business days

Australia
Flat rate shipping: approx. $12.50 AUD
Estimated delivery after dispatch:
• Standard delivery: 4–12 business days

Once dispatched, Australian orders generally take 4–12 business days to arrive. These timeframes are estimates only and are not guaranteed.

International orders may be subject to delays caused by Australian customs, biosecurity, border processing or other government requirements. These delays can occur after your order has been dispatched and are outside of Moment Mates' control.

Please note that customs or border processing may extend the estimated delivery timeframe. Moment Mates is not responsible for delays caused by customs, border authorities, postal or courier services, or other circumstances outside our control.

Delivery timeframes are estimates and may vary by location and courier conditions. Australian shipping is charged in NZD and may fluctuate slightly due to exchange rates.

Order Tracking
Once your order has been dispatched, you will receive a confirmation email with a tracking link so you can follow its progress. Please allow up to 24 hours for tracking updates to appear.

Shipping Notes
• We currently ship within New Zealand and Australia only
• Please ensure your shipping address is correct at checkout, as we are unable to redirect orders once they have been dispatched

Ordering for a special occasion?
If you are ordering for Father's Day, Mother's Day, Christmas, a birthday or another important date, we recommend ordering well in advance. We cannot guarantee delivery by a specific date, as international orders may be affected by customs and other delays outside of our control.

If your order has been dispatched within our stated processing timeframe, but is subsequently delayed by customs or the carrier, this does not constitute a failure by Moment Mates to fulfil your order.

Delays
While we do our best to ensure timely delivery, delays can occasionally occur due to courier networks, weather, or other factors outside of our control.

Lost or Damaged Items
If your order arrives damaged or hasn’t arrived within a reasonable timeframe, please contact us at hello@momentmates.co.nz within 7 days so we can assist.

Contact Us
For any questions about your order or shipping, please contact us 
hello@momentmates.co.nz