Shipping policy

Shipping Policy

Last updated: September 2026

GLT Linen & Towels Limited ("GLT", "we", "us" or "our") supplies commercial hospitality linen and textile products to businesses throughout New Zealand.

We understand that reliable delivery is important for hotels, motels, serviced apartments, holiday parks, healthcare facilities, commercial laundries, Airbnb operators and other accommodation and hospitality businesses.

This Shipping Policy explains how we process, dispatch and deliver orders placed with GLT Linen & Towels.

1. Delivery Area

GLT supplies and delivers commercial hospitality linen to customers throughout New Zealand.

Our delivery network supports businesses in major cities, regional areas and many rural locations. Delivery options, freight costs and timeframes may vary depending on the destination and the size of the order.

2. Order Processing

Once we receive your order, our team will prepare it for dispatch.

Processing times may vary depending on:

  • product and stock availability;
  • the size and quantity of the order;
  • bulk commercial requirements;
  • special-order requirements;
  • public holidays; and
  • peak trading periods.

If an order requires additional processing time, we will aim to contact you as soon as reasonably possible.

3. Dispatch and Delivery

Orders are dispatched using courier and freight providers servicing destinations throughout New Zealand.

Delivery timeframes can vary depending on the delivery location, courier or freight network, rural delivery requirements, weather, public holidays and other transport conditions.

Any estimated dispatch or delivery timeframe provided by GLT is a guide only and is not guaranteed, unless a specific delivery arrangement has been expressly agreed with us.

4. Shipping Charges

Shipping and freight charges depend on factors such as:

  • delivery location;
  • order size;
  • total weight;
  • product type; and
  • courier or freight requirements.

Where applicable, the shipping charge will be displayed or confirmed during checkout.

For trade, bulk or other commercial orders, freight charges may instead be included or confirmed as part of an approved quotation or order arrangement.

5. Commercial and Bulk Orders

Many GLT customers purchase commercial quantities of linen and towels for hotels, motels, accommodation properties, healthcare facilities, laundries and other businesses.

Large, heavy or palletised orders may require commercial freight rather than standard courier delivery.

These orders may require:

  • additional handling time;
  • pallet or commercial freight services;
  • scheduled delivery;
  • site access arrangements; or
  • coordination with the receiving business.

Where special arrangements are required, our team will communicate the relevant delivery information with the customer.

6. Delivery Address and Contact Details

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please check your:

  • business or recipient name;
  • delivery address;
  • postcode;
  • telephone number; and
  • any relevant delivery instructions.

Incorrect or incomplete information may result in delivery delays, failed delivery attempts or additional freight charges.

If you need to change your delivery address after placing an order, contact GLT as soon as possible. We will make reasonable efforts to assist, but an address cannot always be changed after an order has been dispatched.

7. Special Delivery Requirements

Commercial properties sometimes have specific receiving requirements.

If your business requires loading dock access, restricted receiving hours, a site contact, delivery booking, large-freight handling or other special instructions, please provide this information when placing your order or requesting a trade quote.

Providing these details early helps us arrange the most appropriate delivery method.

8. Tracking Your Order

Where tracking is available, tracking or shipping information will normally be provided after the order has been dispatched.

Tracking availability may depend on the courier or freight service used.

If you require assistance locating or tracking an order, please contact our team with your order details.

9. Receiving and Checking Your Delivery

We recommend checking your order as soon as reasonably possible after it arrives.

Please confirm that:

  1. the correct products have been delivered;
  2. the quantities match your order;
  3. the packaging has not been significantly damaged in transit; and
  4. the products appear to be in good condition.

If you identify a problem with your delivery, please contact GLT promptly so we can investigate.

10. Damaged, Incomplete or Missing Deliveries

If an order arrives damaged or incomplete, or you believe products are missing, please contact us as soon as possible.

To help us investigate, please provide:

  • your order number or invoice details;
  • your name and business name;
  • details of the affected products;
  • a description of the issue; and
  • clear photographs of damaged goods or packaging where applicable.

We will review the information and work with you and, where appropriate, the relevant courier or freight provider to resolve the matter.

Returns, replacements and refunds are handled in accordance with our Returns & Refunds Policy and applicable New Zealand law.

11. Delivery Delays

GLT works with courier and freight providers to deliver orders as efficiently as reasonably possible. However, circumstances outside our reasonable control may occasionally cause delays.

These can include:

  • severe weather;
  • transport or freight disruption;
  • courier network delays;
  • public holidays;
  • high freight volumes;
  • rural or regional delivery conditions; and
  • other events outside our reasonable control.

Where we become aware of a significant issue affecting your order, we will aim to provide available information and assist where reasonably possible.

12. Failed or Unsuccessful Deliveries

Customers should ensure that the delivery address is accessible and that any relevant delivery instructions have been provided.

If a delivery cannot be completed because of incorrect customer-supplied information, restricted access or another issue outside GLT's reasonable control, additional redelivery or freight charges may apply where appropriate.

13. Trade Quotes and Freight

For bulk or commercial orders placed through a GLT trade quote, shipping arrangements and freight charges may be specified separately in the quotation.

Where a trade quote contains specific freight or delivery conditions, those conditions apply to that order together with this Shipping Policy and our applicable Terms & Conditions.

14. Changes to Shipping Arrangements

We may update our shipping methods, courier or freight providers, charges and delivery arrangements from time to time as our business and carrier services change.

Where an order has already been accepted, we will honour the shipping arrangements applicable to that order unless a change is agreed with the customer or is reasonably necessary because of circumstances outside our control.

15. Related Policies

This Shipping Policy should be read together with GLT's:

Terms & Conditions
Returns & Refunds Policy
Privacy Policy

Together, these policies explain the terms applying to purchases, delivery, returns and the handling of customer information.

16. Contact GLT About Shipping

If you have questions about shipping, freight, a bulk commercial order or an existing delivery, please contact:

GLT Linen & Towels Limited
4/630 Great South Road
Papatoetoe, Auckland 2025
New Zealand

Email: info@glt.nz
Phone: 020 498 9406