Shipping & Returns

Thank you for supporting THE GOOD TOOL COMPANY. We take pride in carefully packing and sending every order. Please review our shipping guidelines below.

Rural Shipping

All of our orders are printed and packed at our home studio in Ngunguru, New Zealand.

Because we operate from a rural address, the tracking process has a few specific steps you should know:

  • Label Created: As soon as we pack your order, you will receive a tracking email. At this stage, your tracking status will show as "Label Created".

  • The Next Scan: The next tracking update will not happen immediately. It will only update once our rural courier has physically delivered it to the main depot in Whangārei. This extra leg can take 2–3 business days.

  • Network Updates: From the Whangārei depot onward, you will receive regular tracking updates as your package moves through the network—whether it is being delivered within New Zealand or being transferred to our international courier partners for global delivery.

International Customs

  • Duties to be Paid by Customer: Any local import duties, customs clearance fees, or taxes levied by your country's government on your order must be paid by the customer. We are not responsible for these charges, and they must be settled by you to release your package from customs.

  • Non-Refundable Taxes: Please note that any import duties, customs fees, or taxes you pay to your local customs office on your original order are strictly non-refundable by us if you choose to return an item.

  • Customs Clearance for Returns: If you are returning an item from overseas, you are responsible for ensuring the package is cleared correctly through customs back into New Zealand, including any return customs fees.

Returns

We want you to love your tools. If something isn’t quite right, we are here to help you get it sorted. Please read through our return guidelines below.

  • Returns & Exchanges / 30-Day Window: We accept returns and exchanges on items within 30 days of delivery.

  • Condition: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

  • Return Shipping: Unless the item arrived damaged or faulty, the customer is responsible for covering the cost of return shipping back to our studio. We highly recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.

Damaged or Faulty Items

If your tool arrives damaged or there is a fault with your order, please contact us immediately at hello@thegood.nz with your order number and a photo of the issue so we can make it right.