Orders & Delivery

Contact Us

Our customer support team is here to help.

Phone

0800 001 234
Email
support@kathmandu.co.nz
Support Hours
Mon-Fri 8.30am-5pm NZST

You can shop for Kathmandu products online, over the phone, or by visiting one of our retail stores. You can also order online and collect from stores.

Orders

Orders status and tracking

If you are logged in to your account, you can check on your order status through the ‘My Orders’ section. Here, your order will be displayed as:

• Processing (your order is being reviewed)
• Processing (your order is with the warehouse)
• Complete (your order has been shipped)
• Closed (your order has been refunded).

When your order has been dispatched for delivery, we will send you a confirmation email. This email includes the freight provider’s name and your order tracking number.

We sometimes split larger orders into separate shipments due to their weight or dimensions. If this happens, you will still only receive one email and tracking number, this includes multiple consignments. Please note, it may take 2–3 hours before your tracking details are available from the courier’s website and you can use the number to track your delivery.

Most orders are dispatched next working day. We deliver via a tracked courier service - once your order is dispatched you will receive an email with a link to track the status of your order with our delivery partner.
Please keep in mind that orders can be held up due to busy sales periods, Public holidays or customs delays.

To view the status of a domestic order visit Courier Post Couriers and PBT Couriers and enter the tracking number.

To view the status of your international order, visit DHL and enter the tracking number.

Change or cancel your order

If you have made an error with your address, please have your order number ready and Contact us immediately, as we may be able to correct this at our warehouse before your order is shipped.

If your order is confirmed and its status displays as ‘Processing’ or ‘Complete’, we are unable to make changes to it.

Once you receive your order, you may return any items through our Returns & Exchanges process.

Missing or incomplete orders

If your order arrives incomplete, or has exceeded our delivery expectations please Contact us and we can look into this for you.

Phone orders

You can place phone orders with Kathmandu by calling our Customer Service team on 0800 001 234.

Phone orders can be made between 9am and 5pm NZST, Monday to Friday, with the exception of Public holidays.

When ordering by phone, you will need to provide your contact details, billing and shipping address, Summit Club membership number (if applicable) and credit card details.

For phone orders, we accept Visa, MasterCard, American Express and Kathmandu gift cards.

Delivery

Standard Delivery

Free delivery on NZ online orders over $100. To your home or any Kathmandu store.

Shipping is free for all orders over $100 made within New Zealand on https://www.kathmandu.co.nz. For all orders under $100, we charge a flat rate of $5.

Standard NZ delivery is 2 business days to major cities, with additional time for rural deliveries.

Most orders are dispatched next working day. We deliver via a tracked courier service - once your order is dispatched you will receive an email with a link to track the status of your order with our delivery partner.

We use Courier Post Couriers and PBT Couriers and can deliver to your home address, work or PO Box anywhere in New Zealand. We do not ship to freight forwarders or the armed forces. If you have specific instructions for delivery, please include these when placing your order.

By ordering with https://www.kathmandu.co.nz you grant Kathmandu and our couriers the Authority To Leave (ATL) orders at the address provided, whether attended or not. You also release Kathmandu from all liability if an incorrect address is supplied or a parcel is stolen from your property after delivery.

Pick up in-store

You can choose to have your order shipped from our distribution centre to a store of your choice. There is no delivery fee for this service, and the expected delivery time frame is 3-7 business days.

At checkout, simply select ‘Use Pickup Instore’ and select the store where you'd like to collect your online order.

You will receive an email confirming the order has been dispatched and another to let you know when it has arrived in store and is ready for pick-up.

Please bring photographic ID and proof of purchase (e.g. order confirmation email). If you’ve already placed your order and would like someone else to pick it up, please Contact us.

Your order will be held in store for a maximum of 14 days. If it is not collected within this time, your order will be cancelled and a refund will be issued.

International Shipping

We offer international shipping to most countries from New Zealand.

We use DHL for all our international orders. We don’t ship to international armed forces, freight forwarders or international PO Boxes.

International shipping is available at flat rates of $29 and $49, depending on the zone. The cost does not include custom and/or tax charges. Summit Club members receive free international shipping on orders over $200. If you are not a current member and would like to receive this benefit, join Summit Club today.

The following is a list of countries we ship to, including estimated delivery times and cost:

  • North America
  • Europe
  • Asia-Pacific
  • Rest of world

Country

USA, Canada

Delivery Charge

$29

Estimated Delivery Time

4–8 days

Country

Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Uzbekistan

Delivery charge

$49

Estimated Delivery Time

3-10 days

Country

Bangladesh, Brunei, China, Cook Islands, Fiji, Guam, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, Marshall Islands, Nepal, New Caledonia, Pakistan, Papua New Guinea, Philippines, Samoa, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Tonga, Vanuatu

Delivery Charge

$29

Estimated Delivery Time

5–10 days

Country

Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Botswana, Brazil, British Virgin Islands, Cayman Islands, Chile, Colombia, Costa Rica, Dominica, Ecuador, Egypt, El Salvador, French Guiana, Guadeloupe, Guatemala, Haiti, Honduras, Israel, Jamaica, Kazakhstan, Kenya, Lebanon, Libya, Maldives, Martinique, Mauritius, Monaco, Montserrat, Morocco, Nicaragua, Oman, Panama, Paraguay, Peru, Qatar, Saudi Arabia, Senegal, Seychelles, South Africa, Saint Kitts and Nevis, Saint Lucia, Sudan, Suriname, Swaziland, Tajikistan, Tanzania, Timor-Leste, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Uganda, United Arab Emirates, Uruguay, US Virgin Islands, Venezuela

Delivery Charge

$49

Estimated Delivery Time

3–10 days

International orders from https://www.kathmandu.co.nz are charged in New Zealand dollars (NZD). The exchange rate is determined by international credit-card providers or banks, who may add an additional processing or administration charge. The international credit-card holder is liable for this.

These delivery time frames include the processing of your order by our warehouse team and the time it takes for our delivery partners to get your order to you.

Please list any specific instructions for delivery when placing your order online.

For delivery to New Zealand, please place your order on https://www.kathmandu.co.nz. For shipping to the UK and selected European countries, please place your order on https://www.kathmandu.co.uk.

Customs

Custom fees and taxes on orders may be charged by the destination country. These charges must be paid for by the person receiving the parcel. If delivery is refused, all costs incurred for the return of goods will be charged to the customer.

Kathmandu has no control over customs policies and charges, which can vary from country to country.

For further information, please check with our international freight provider DHL.

International shipping restrictions

Some items due to size restrictions and international legislation cannot be transported through our delivery provider. This includes (but not limited to) highly flammable items, aerosols, butane, blades, first aid kits, matches or any dangerous articles.

For international deliveries, the recipient is the importer of record and must comply with all laws and regulations of the destination country. As legislation and policies vary from country to country, please refer to local government sources for more information on delivery restrictions.

For further information, please refer to the Ministry of Transport website, which details Transporting Dangerous Goods safely and its associated acts, and check with check with our international freight provider DHL.

For information on the delivery of your order, see Order Status & Tracking.

Can't find the answers to your questions?

Email
support@kathmandu.co.nz
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facebook.com/kathmandu
Twitter
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