Shipping policy

Thank you for choosing BENJAMIN MATHIESON. Based in Hamilton, New Zealand, our online store focuses on retailing ceramic and decorative vases. We abide by strict order‑handling protocols and adopt shock‑absorbing foam and reinforced carton packaging to protect fragile vase goods, striving to deliver all orders safely and meet expected logistics schedules.
1. Order Processing Time
We finalize order verification, commodity inspection and sealed packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. During busy promotional cycles and order surges, order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur.
2. Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All vase orders will be delivered via standard shipping service, with an estimated delivery period of 15 business days, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross‑border customs inspections, extreme weather, regional traffic restrictions and official holidays.
3. Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized logistics partners, you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances. Due to cross‑system data synchronization delays, parcel tracking information will be updated and accessible for query within 24 hours after shipment. If tracking data cannot be loaded normally, customers may contact our support team for manual parcel tracing.
4. Incorrect Address Disclaimer
Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double‑check all delivery information before submitting orders. BENJAMIN MATHIESON shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, buyers need to bear all additional reshipping fees independently.
5. Lost or Damaged Packages
If your vase parcel is missing or untraceable during international transit, please submit a loss investigation request to our customer service within 7 days after the scheduled delivery date. Long‑distance transportation may cause extrusion damage, packaging rupture or cracking to ceramic vase products. If you receive damaged goods, please retain the original outer packaging and take clear evidentiary photos within 24 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
6. Fragile Product Handling Notice
All vases are fragile ceramic or decorative articles. We use professional shock‑proof packaging for every order. Customers shall carefully inspect parcels upon receipt. We reject after‑sales claims for cracks, chipping and damage caused by improper manual handling, falling or collision after successful delivery.
7. International Shipping and Customs Notice
We provide global cross‑border shipping services for all vase merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees and other statutory charges required by destination countries. All customs‑related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration regulations.
8. Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after‑sales issues, please contact us via official channels below:
Trade name: BENJAMIN MATHIESON
Phone number: +64 22 618 5074
Email: info@benmat.shop
Physical address: 15F Hood Street, Hamilton Central, WKO, Hamilton 3204, New Zealand