Orders shipped to Europe | Shipped from New Zealand warehouse
Is my payment communication secure?
Yes. All transaction data is handled using industry-standard cryptographic protocols and secure server environments. Your billing information is processed directly through regulated, certified payment processors to maintain data integrity and confidentiality.
What are the shipping times and carriers?
We partner with premium international courier services—including DHL Priority, FedEx Priority, and UPS Priority—to manage our global logistics.
Order Processing Time: 1 to 3 business days.
Estimated Delivery Time: 5 to 10 business days from the date of dispatch.
How can I track my shipment?
Transparency is fundamental to our service. Automated status notifications will be sent to the email address provided during checkout at key operational milestones, including:
When your order has been dispatched from our facility.
When the consignment arrives at the primary regional logistics hub.
When the package is out for local delivery with the courier.
What happens if my order is delayed or lost?
If a delivery exceeds the standard estimated transit timeframe, our logistics team will initiate a formal investigation with the respective carrier. Based on the conclusive outcome of the courier’s investigation, we will promptly arrange either a complete replacement of the items or a full refund of the purchase amount.
Will I have to pay import duties or VAT upon arrival?
No. All orders destined for Europe are shipped under DDP (Delivered Duty Paid) terms. This means the total price displayed at checkout is inclusive of all applicable import duties, customs clearance fees, and Value Added Tax (VAT). You will not be subjected to any additional or unexpected charges upon local delivery.
To exercise this right, the items must be returned to us in their original, unused condition and intact packaging. Return shipping costs are the responsibility of the consumer unless otherwise specified. To initiate a statutory withdrawal, please contact our support team at serving@timbertraycraft.com.
What should I do if my items arrive damaged or defective?
We maintain strict quality oversight, but if an item sustains damage during transit or exhibits a manufacturing defect, you are fully protected.
Please contact us via email at serving@timbertraycraft.com within 14 days of receipt, providing clear photographic evidence of the issue along with your order details. Once verified by our team, we will resolve the matter immediately by issuing a full refund or arranging a priority replacement. You are not required to mail the damaged items back to us.
Company Registration Numbers: 9374151 / 9429053149237
Physical & Registered Office Address: 57 Commerce St, Kaitaia, Far North 0410, New Zealand
Telephone Contact: +64 94084320
Official Correspondence Email: serving@timbertraycraft.com
Products are shipped from New Zealand; order processing takes 1-3 business days; delivery is expected within 5-10 business days.
Company: KASTARA ENTERPRISES LIMITED
Registration No.: 9374151 / 9429053149237
Address: 57 Commerce St, Kaitaia, Far North 0410
Phone: +64 94084320
Email: serving@timbertraycraft.com
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