Shipping Policy

1. Dispatch & Processing Time
   All orders for our wooden serving tableware and trays are processed within 1 to 3 business days (excluding weekends and public holidays) after receiving your order confirmation. You will receive a notification when your order has dispatched.

All inventory is stored and dispatched directly from our physical premises located at:
57 Commerce St, Kaitaia, Far North 0410, New Zealand

2. Shipping Destinations & Transit Times
   We specialise in distribution to the European region. To maintain efficient transit times, we partner with reputable international priority courier networks, including DHL, FedEx, and UPS Priority services.

Estimated Delivery Time: 5 to 10 business days from the date of dispatch.

Please note: Transit times are estimates provided by our logistic partners and may vary due to regional customs procedures or temporary courier network disruptions.

3. Order Tracking & Notifications
   Transparency throughout the delivery process is integral to our service. Automatic status notifications are transmitted to the email address provided at the time of purchase during critical stages of the transit cycle:

Upon successful dispatch from our facility.

Upon arrival at the destination international processing facility.

When the consignment is assigned for local final-mile delivery.

Each notification includes a specific tracking reference, allowing you to monitor the status of your consignment directly through the carrier’s portal.

4. Delayed or Missing Consignments
   In the event that a shipment exceeds the standard estimated transit window, our team will initiate a formal investigation with the designated carrier to locate the consignment.

Following the conclusion of the carrier’s investigation, if the consignment is verified as misplaced or permanently delayed, we will arrange for either a complete refund to the original payment method or the distribution of a replacement order, in full consultation with the customer.

5. Duties, Tariffs, and Import Taxes (Delivered Duty Paid – DDP)
   To provide a seamless shopping experience for our European customers, all orders are shipped on a Delivered Duty Paid (DDP) basis. This means that any applicable local import duties, Value Added Tax (VAT), and customs clearance fees are fully calculated and included at the time of your purchase.

There will be no additional hidden fees or statutory charges levied upon the arrival of your package in the destination country. We absorb or pre-clear all customs costs on your behalf to ensure immediate and hassle-free local delivery.

6. Contact Information
   The website timbertraycraft.com is owned and operated by KASTARA ENTERPRISES LIMITED. For enquiries regarding an active shipment or to request updates on a transit file, please contact our administration office:

Company Name: KASTARA ENTERPRISES LIMITED

New Zealand Business Number (NZBN): 9429053149237

Registration No.: 9374151

Physical Address: 57 Commerce St, Kaitaia, Far North 0410, New Zealand

Telephone: +64 94084320

Email: serving@timbertraycraft.com