Shipping & returns

SQID is a marketplace that connects buyers and sellers of second-hand fishing gear, we don’t own, warehouse, pack or ship any item ourselves, and we’re not a courier. Each listing ships nationwide by courier, is available for local pickup, or both, depending on what the seller has chosen for that listing. This policy sets out how delivery works, and where responsibility sits between buyers, sellers and SQID.

1. Delivery methods

Sellers choose, per listing, whether it ships by courier, is available for local pickup, or both. Where a listing offers both, the buyer chooses their preferred method at checkout. Sellers set their own courier shipping prices via their shipping profile; SQID does not set, guarantee, or subsidise shipping rates or delivery timeframes. For pickup, the buyer and seller arrange the collection time and location directly between themselves, SQID is not involved in and does not supervise the pickup itself.

2. Seller responsibilities

The seller is responsible for:

• Packaging the item securely and appropriately for its size, weight and fragility
• Dispatching the order within the timeframe stated on the listing or shipping profile, and within any applicable ship-by window shown on the order
• Uploading valid, working courier tracking details for every shipped order
• Choosing a courier service and cover level the seller is comfortable with, SQID does not select couriers or arrange courier insurance on a seller’s behalf
• Accurately describing the item’s condition so the buyer can inspect it against the listing on arrival
• Being reasonably contactable to resolve delivery issues raised by the buyer

Rod listings that require RodSafe packaging must complete SQID’s 4-step photo evidence process (whole rod, protective padding, seated in tube, sealed & labelled) before dispatch. RodSafe is designed to reduce the risk of in-transit damage and to give both parties a documented record of how the item was packed, it is not a guarantee against loss or damage, and does not shift courier liability onto SQID.

3. Buyer responsibilities

The buyer is responsible for:

• Providing a complete, accurate delivery address at checkout, SQID and the seller are not responsible for items sent to an address the buyer entered incorrectly
• Being available to receive the delivery, or making arrangements with the courier for a missed delivery
• Inspecting the item promptly on arrival and comparing it against the listing
• Raising any concern about the item, or about damage or non-arrival, through SQID within the confirmation window described in section 4, before the order auto-completes

4. Delivery confirmation & order auto-completion

Once a seller marks an order as shipped, the buyer has a window to inspect the item and confirm receipt or raise an issue. If nothing is raised, the order automatically completes and payment is released to the seller, generally 2 days after tracking (or the buyer) confirms the item as delivered. If tracking never confirms delivery at all, payment is not released automatically - after 7 days with no delivery signal, the buyer is asked directly whether the order arrived, and payment stays held until they answer or a dispute resolves it. Buyers should check tracking regularly and act promptly, as this window cannot be extended retroactively once payment has released.

5. Lost, delayed or damaged parcels

Courier services are provided by independent third-party couriers, not SQID. Once an item is handed to a courier, delivery timing, in-transit handling and loss-or-damage liability are matters between the seller (as the courier’s customer) and the courier, SQID does not control couriers and cannot guarantee delivery times or outcomes. If a parcel is lost, delayed or arrives damaged, the buyer and seller should raise it through SQID as soon as possible so we can help coordinate using tracking history and, where RodSafe applies, the packaging evidence on file. Raising a dispute through SQID (rather than directly with the seller) also pauses the order’s auto-completion so payment isn’t released while the issue is open.

6. Seller shipping responsibilities & payment

Beyond the Secure Selling Fee described in our terms of service, SQID does not provide seller insurance or Seller Protection. Payment to the seller remains conditional on the seller completing the transaction in accordance with SQID’s shipping, tracking and communication requirements.

Sellers must provide accurate and verifiable tracking when confirming dispatch. Incorrect, invalid or delayed tracking may result in payment being held, delayed or returned to the buyer where the failure prevents SQID from monitoring delivery, notifying the buyer or confirming that the item was securely delivered.

Where a seller fails a material shipping requirement and the item is lost, misdelivered or stolen before secure delivery can be confirmed, SQID may refund the buyer using the seller’s pending transaction proceeds.

Where secure delivery is confirmed through a signature, collection record, delivery PIN or another approved method, the seller may remain entitled to payment. Theft occurring after confirmed secure delivery is generally not covered by Buyer Protection.

Where the buyer expressly authorises an unattended delivery or authority to leave, the buyer may assume the risk of theft after the carrier records valid delivery to the approved location.

7. Returns & disputes

SQID does not offer a general change-of-mind return right, check listing photos, descriptions and condition carefully, and ask the seller questions, before you buy. If an item arrives significantly not as described, damaged, doesn’t arrive at all, or you need more time to inspect it before your Purchase Protection window closes, open a dispute through the order within the confirmation window in section 4. We recommend messaging the seller directly as well, most issues resolve faster that way, but opening a dispute is what keeps your payment protected while it’s looked into.

Our team will review the evidence supplied by both parties (messages, photos, tracking, RodSafe evidence where applicable) and decide the outcome, which may include a refund of item price and return, a partial refund, extending the confirmation window, or releasing funds to the seller. Resolution of a dispute, including whether a refund is issued, in what amount, and to whom, is made entirely at SQID’s sole discretion. SQID’s decision is final and binding on both the buyer and seller, subject only to any rights that can’t lawfully be excluded under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. Submitting false or misleading evidence in a dispute is a breach of our Terms of Service and may result in account suspension.

8. Our role & limitation of liability

SQID provides the listing platform, checkout, courier tracking integration, messaging and dispute-review process that let buyers and sellers transact with each other, we are not a party to the sale or the shipment itself. To the maximum extent permitted by law, SQID is not liable for loss, damage, delay, theft, or misdelivery of an item once it has left the seller’s possession, for a courier’s acts or omissions, or for a buyer or seller’s failure to meet the responsibilities set out in this policy. Nothing in this policy limits any rights you have under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 that cannot lawfully be excluded.

9. Contact us

Questions about a specific order should go through that order’s dispute or messaging tools first, so we have full context. For anything else, contact us at Hello@Sqid.co.nz.