Shipping policy

Shipping Policy – Crystal Mountain Ltd

All online orders are shipped via Aramex Couriers within New Zealand, Monday to Friday (excluding Public Holidays).

Dispatch Timeframes

Orders are processed and dispatched during business days only.

  • Orders received before 10:00am (NZT) on a business day are typically processed the same day.

  • Orders received after 10:00am on a Friday will be shipped the next business day (usually Monday, excluding public holidays).

Once your order has been packaged and collected by Aramex, you will receive a confirmation email containing your tracking number.

Delivery Timeframes

Delivery timeframes are estimates only and are subject to courier network conditions.

Aramex may experience delays during peak periods or high freight demand. While we aim for prompt dispatch, delivery times are outside our direct control once the parcel has been collected by the courier.

Your patience is appreciated during periods of increased freight demand.

Tracking & Delivery Responsibility

All parcels are sent with tracking.

Once your order has been collected by Aramex and tracking confirms dispatch, delivery is managed by the courier. Crystal Mountain does not control delivery scheduling once the parcel is in transit.

If tracking confirms delivery to the address supplied at checkout, the order is considered fulfilled.

Customers are responsible for:

  • Providing a complete and accurate delivery address

  • Ensuring the delivery location is secure

  • Monitoring tracking updates

If you believe your parcel has been lost or misdelivered, please contact us promptly and we will assist in raising an enquiry with Aramex.

Signature on Delivery

Signature-required delivery is not available in all delivery areas.

Where available, we will request signature required delivery for orders over $100 for added security.

For orders under $100, or where signature is not available in your area, parcels may be delivered without signature in accordance with courier policies.

Loss or Damage in Transit

While all parcels are shipped with tracking, once the parcel has been handed to the courier, delivery is subject to the courier’s processes and policies.

Crystal Mountain is not responsible for:

  • Delays caused by courier network congestion

  • Incorrect addresses entered at checkout

  • Parcels left unattended at the delivery address

  • Theft after confirmed delivery

However, if a parcel is confirmed as lost by the courier following investigation, we will work with you to reach a fair resolution in accordance with New Zealand consumer law.

Important Notice

Nothing in this Shipping Policy is intended to limit your rights under the New Zealand Consumer Guarantees Act 1993.