Shipping policy

Last updated: 11 August 2026

This Shipping Policy explains how orders placed through strocollective.com are processed and delivered by Stro Limited, Auckland, New Zealand.

Nothing in this policy limits any rights you may have under applicable consumer law. For New Zealand consumers, the Consumer Guarantees Act requires goods to be delivered within an agreed timeframe or, if no timeframe has been agreed, within a reasonable time. 

Order processing and dispatch

Orders are prepared for shipment as soon as reasonably possible after purchase.

Any processing, dispatch or delivery timeframe shown on our website is an estimate only, unless we expressly state otherwise. Estimated timeframes may change due to production schedules, carrier delays, customs processing, supply-chain issues, demand or other circumstances.

For the purposes of this policy, dispatch means that your order has been sent from our fulfilment location or handed over to the carrier for delivery.

Once your order has been dispatched, you may receive shipping confirmation and tracking information where tracking is available.

Pre-orders

Products offered for pre-order are not immediately available for dispatch.

The current estimated dispatch timeframe for a pre-order will be shown on the relevant product page or elsewhere on our website.

Estimated pre-order dispatch dates may change. Current estimates may be updated on our website as production progresses.

You may cancel a pre-order for a full refund at any time before dispatch.

Once the order has been dispatched, our usual Returns & Refunds Policy and your applicable consumer-law rights apply.

Nothing in this section limits your rights where an order is not delivered within an agreed or legally reasonable timeframe. 

New Zealand shipping

Shipping options and any applicable shipping charges will be displayed at checkout.

Delivery times shown at checkout or elsewhere on our website are estimates and begin from dispatch rather than from the date the order is placed, unless stated otherwise.

We are responsible for arranging delivery to the address you provide. Under New Zealand consumer law, where the seller is responsible for arranging delivery, the seller is responsible for ensuring that goods are received within the agreed timeframe or a reasonable timeframe if none has been agreed. 

International shipping

Where international ordering is available, shipping options and charges will be displayed at checkout.

International delivery times vary depending on the destination, carrier and customs processes.

Unless otherwise stated, the customer is responsible for any:

  • customs duties;
  • import taxes;
  • brokerage or clearance fees;
  • storage fees; or
  • other charges imposed by the destination country, customs authority or carrier.

These charges are not included in the product price or Stro’s shipping charge unless expressly stated otherwise.

Customers are responsible for ensuring that products may lawfully be imported into their destination country.

Customs delays

International orders may be delayed by customs or border authorities.

Customs processing times are outside Stro’s direct control. We therefore cannot guarantee how long customs clearance will take.

However, this does not remove any rights you may have under mandatory consumer laws that apply to your purchase.

Delivery address

Please carefully check your delivery address before completing your order.

Stro is not responsible for delays caused by incorrect or incomplete delivery information supplied by the customer.

If an order is returned to us because:

  • the address supplied was incorrect or incomplete;
  • the recipient refused delivery;
  • the parcel was not collected; or
  • delivery could not be completed for another reason attributable to the customer,

we may require payment of the reasonable actual cost of reshipping the order.

If you notice an error in your delivery address before dispatch, please contact support@strocollective.com as soon as possible. We will make reasonable efforts to update the address, but we cannot guarantee that changes can be made once fulfilment is underway.

Tracking

Where available, tracking information will be provided after dispatch.

Tracking information is supplied by the relevant carrier and may occasionally take time to update.

If tracking shows an unusual delay, please contact us and we can help investigate with the carrier where appropriate.

Lost shipments

If your order appears to have been lost in transit, please contact support@strocollective.com.

Where Stro has arranged delivery, we remain responsible for meeting our delivery obligations under applicable consumer law. New Zealand’s Consumer Guarantees Act expressly provides a guarantee as to delivery when the supplier is responsible for delivering or arranging delivery. 

We may ask you to confirm relevant information or allow a reasonable period for the carrier to investigate before arranging an appropriate remedy.

Damaged parcels

If your order arrives damaged, please contact us as soon as reasonably possible at support@strocollective.com.

Please include:

  • your order number;
  • a brief description of the damage; and
  • photographs of the parcel, packaging and affected product where possible.

Please retain the packaging while we investigate, as the carrier may require photographs or inspection.

Your statutory rights are not limited by this process. New Zealand consumer law requires goods to arrive in acceptable condition and provides remedies where applicable guarantees are not met. 

Failed or refused delivery

If delivery is attempted but cannot be completed because of circumstances within your control, such as failure to collect a parcel or refusal to accept delivery, additional carrier or storage charges may arise.

Any reasonable costs incurred because of a failed delivery attributable to the customer may need to be paid before the order is resent.

Replacement shipments and exchanges

For an approved size exchange under our Seven-Day Fit Guarantee, Stro will cover the ordinary cost of sending the replacement product to you.

The customer remains responsible for:

  • the cost of returning the original product; and
  • any customs duties, import taxes, brokerage, clearance charges or storage fees associated with an international replacement shipment.

Please see our Returns & Refunds Policy for the complete conditions applying to returns and exchanges.

Events outside our reasonable control

Delivery may occasionally be affected by circumstances outside Stro’s reasonable control, including severe weather, carrier disruption, natural disasters, border restrictions, industrial action or major supply-chain interruptions.

We will deal with such circumstances reasonably and in accordance with applicable law.

Nothing in this section removes any statutory rights you may have regarding delayed or failed delivery.

Contact

For questions about shipping, tracking or delivery, please contact:

Stro Limited
Auckland, New Zealand
support@strocollective.com